Cross Street Surgery
5 Cross Street, Loughborough, Leicestershire, LE12 5LBContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Shocking
Rated 2 stars out of 5
by Chris Holt - Posted on 30 August 2024
Arrived 10 minutes prior to appointment time as indicated only to be sat waiting for 25 minutes past the appointment time, doctor advised he had sent a prescription to the pharmacy which is adjoined to the practice, asked to wait and after 20 mintues the pharmacy advised it had not been sent. Now told to come back after 2pm.
Visited August 2024
Review titled Cross Street Surgery
Replied on 02 September 2024
Dear Chris, Thank you for taking the time to share your experience with us. We sincerely apologise for the inconvenience you faced during your recent visit to Cross Street Surgery. We understand how frustrating it can be to wait longer than expected and to encounter issues with your prescription. At times, clinics can experience overruns due to unforeseen circumstances, such as medical emergencies or unexpected complexities in patient care. While we strive to adhere to our appointment schedule, these situations can occasionally disrupt our timing. We are truly sorry for any frustration this may have caused you. Regarding your prescription, please know that all online prescriptions must be signed off and authorised electronically before they can be issued. While this is not an excuse for the delay, we hope it provides some context as to why your prescription was not sent to the adjoining pharmacy immediately. Your feedback is invaluable, and we will address these concerns with our team to ensure that we improve our service and communication in the future. We appreciate your patience and understanding, and we are committed to making your next visit a more positive experience. If you would like to discuss this matter further, please feel free to contact the practice directly, where we would be happy to help with any outstanding queries. Kind regards, Sarah, Patient Engagement Officer. Willows Health.
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Review titled Worse than useless
Rated 1 star out of 5
by Anonymous - Posted on 04 July 2024
Unable to get an appointment. Prescription changed without consultation. I spoke to the Pharmacist (after 6 unanswered phone calls) who promised my prescription would be changed back and my requirement would be met. I was then told by the pharmacy that they can’t provide what I need on the last two visits. It’s impossible to speak to anyone to discuss this. I will change my pharmacy, as Boots have no problem in meeting my needs. The overall service is nonexistent, which is unacceptable.
Visited July 2024
Review titled Cross Street Surgery
Replied on 11 July 2024
Dear Valued Patient, Thank you for taking the time to share your experience with us. We are sorry to hear about the difficulties you have faced in obtaining your prescription and the reported lack of responsiveness from our team. Please accept our sincere apologies for the inconvenience and frustration this has caused you. We strive to provide the highest level of patient service and care, and clearly we have fallen short in this instance. We would very much like the opportunity to look into this matter further and address your concerns. Could you please contact our practice directly so that we can investigate the issues you have raised and work to resolve them to your satisfaction? We value your feedback, as it helps us to improve our services. We hope to have the chance to make this right and regain your trust. Sincerely, Sarah - Patient Engagement Officer. Willows Health.
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Review titled Awful practice
Rated 1 star out of 5
by Anonymous - Posted on 29 April 2024
Unlikely to get an appointment and picking up a prescription is a disgrace. You have to stand outside at a window for the duration; shout your name and any other information through a crackly intercom (with no consideration of data protection) and then retrieve your prescription through a hole in the wall. I have witnessed an elderly lady being unable to use the intercom left outside confused whilst the staff in the pharmacy refuse to do anything except shout instructions at her through the window. I was disgusted.
Visited April 2024
Review titled Cross Street Surgery
Replied on 15 May 2024
Dear Valued Patient, Thank you for taking the time to share your feedback regarding your recent experience at our surgery. We appreciate you bringing this matter to our attention, as customer satisfaction is of the utmost importance to us. We are concerned to hear about the challenges you and the elderly patient faced when attempting to retrieve prescriptions. Providing a positive, accessible, and dignified experience for all our patients is a top priority. The issues you described, such as the use of a crackly intercom and staff not properly assisting the elderly customer, are unacceptable and do not align with the high standards of customer service we strive for. Please be assured that we are taking your comments very seriously. We will be conducting a thorough investigation into this incident and implementing immediate corrective actions to address the shortcomings you outlined. This includes reviewing our protocols for prescription pick-up to ensure they prioritise patient privacy and ease of access, as well as providing additional customer service training for our staff. We value all our patients and hope that you will give us another opportunity to regain your trust and confidence in our services. If you have any further concerns or feedback, please do not hesitate to contact the practice directly so that we may address your concerns. With best wishes, Sarah, Patient engagement officer Patient Engagement Team Willows Health.
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Review titled Unable to get appointments
Rated 2 stars out of 5
by Anonymous - Posted on 11 April 2024
It is impossible to get an appointment at the surgery, I call up at 8am and it instantly says I’m in a que, I do the ring back service and eventually get a call back around 1-1.5h later. To then be told that all of the appointments have gone and to try again tomorrow. After repeating this over the next few days, I eventually call 111 who then emails the surgery to request that I get seen within 6 hours or alternatively have to go to the walk in centre. It’s just not good enough. This is not a one off occasion either, it happens time and time again. You either need more doctors or stop taking on new patients and deal with the ones you already have. I also popped down to the surgery yesterday at 5:25pm to pick up a form but the doors were locked and no one was answering even though it stated that you were open until 6:30pm.
Visited April 2024
Review titled Cross Street Surgery
Replied on 17 April 2024
Dear Anonymous, Thank you for sharing your experience with us. We sincerely apologise for the inconvenience you faced in trying to secure an appointment at our surgery. We understand the frustration caused by the long waiting times and the inability to access timely care. This falls short of the standard of service we aim to provide to our patients. The demand for our services is at an all time high and unfortunately due to this our appointments do get booked very quickly. We acknowledge that there is an unmet patient need. Please be assured that we are actively engaged in enhancing our appointment system to ensure that all our patients receive the attention and care they deserve. In response to the feedback we have received, we have recently conducted a comprehensive review of our appointment booking system. As a result, we are implementing changes to make face-to-face appointments available for online booking every day, starting at 6:30 am. This adjustment is designed to reduce queuing times on the phones at 8 am and enhance accessibility for our patients. Furthermore, we are currently in the process of updating our GP (General Practitioner) and PA (Physician Associate) appointments to ensure that advance appointments are available at all our locations. We have successfully piloted this updated system at two of our surgeries, and our aim is to roll it out across all our sites. Patients will receive a text message notification when this new system becomes available at their surgery. We would like to extend our apologies for the locked doors and the unresponsive service during your visit. This is certainly not reflective of our usual operations, and we are investigating this matter to prevent similar occurrences in the future. We appreciate your patience and understanding as we work to enhance our services. If there is anything else you would like to discuss or if you require further assistance, please do not hesitate to reach out to us directly. Sincerely, Sarah, Patient Engagement Officer Willows Health
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Review titled Poor duty of care.
Rated 1 star out of 5
by Deb - Posted on 18 March 2024
My mum is a patient at this doctors and has been struggling to get an appointment even when the doctor has requested to see her. My poor is having re-occurring falls and needs to see a doctor to check her knee and swelling and discolouration on her skin. I visited the dishley grange practice today to try and get an appointment. No appointments available for the rest of March and the rota isn’t out for April yet, so need to ring everyday to try and get an appointment. Absolutely ridiculous.
Visited March 2024
Review titled Cross Street Surgery
Replied on 21 March 2024
Dear Deb, Thank you for sharing your feedback regarding your recent experience at the Dishley Grange practice. We are truly sorry to hear about the challenges your mother has faced in trying to secure an appointment. At Dishley Grange practice, we strive to provide timely and comprehensive care to all our patients. However, like many healthcare facilities, we often encounter challenges in balancing the high demand for appointments with our available capacity. This can sometimes result in limited appointment availability, as was the case during your recent visit. We usually have schedules available for GPs up to two weeks in advance, and for Healthcare Assistants, Phlebotomists, and nurses up to three months in advance. We do not pre-book GP appointments for more than two weeks to accommodate changes in schedules due to clinics, GP availability, and sickness, making it easier to manage and preventing patient disappointment. We understand the frustration and inconvenience caused by the unavailability of appointments, especially when urgent medical attention is required. We are continuously working to optimise our appointment scheduling processes and maximise our capacity to accommodate the needs of all our patients. Your feedback serves as a valuable insight into the areas where we can improve our services. We are committed to addressing these challenges and exploring ways in which we can try and ensure that every patient receives the care they need in a timely manner. We appreciate your understanding and cooperation as we strive to enhance our appointment booking system and better manage the demand for appointments. Rest assured that we will try our best to offer the best service we can with the resources at our disposal. If you have any further concerns or require assistance in booking an appointment for your mother, please do not hesitate to reach out to us directly, where a member of our team will be able to assist you and direct you to the appropriate clinician or service. Your well-being and satisfaction are our top priorities, and we are here to support you in any way we can. Thank you once again for sharing your feedback with us. We hope that your next interaction with us is much more positive. Warm regards, Sarah, Patient Engagement Officer Willows Health
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Review titled Waste of space on Planet Earth.
Rated 1 star out of 5
by Rammah Taan - Posted on 07 July 2023
I had an appointment at 09:20 for my asthma review. I made arrived to the front desk at 09:36. They booked me in, and asked me to wait. At 10:04, I checked again with front desk manager to make sure I am being registered. At 10:06 she tells me that the doctor wants me to rebook because I was late and she cannot fit me in. We are lucky that creatures such as this doctor/nurse didn't come in direct contact with me. Anyway, I will not reschedule, and let's see how this matter will end. I'm intrigued. Rammah
Visited July 2023
Review titled Cross Street Surgery
Replied on 11 July 2023
Dear Mr Taan, Thank you for taking the time to leave feedback. Your comments are greatly appreciated and will help us improve our services. I’m sorry to hear about your experience. It can be frustrating when appointments don't go as planned. An asthma review appointment usually requires a 20-minute slot. Your appointment was booked for 09:20 and your arrival into practice according to our records was 09:36. It is important to arrive on time for your NHS appointment as the healthcare provider may have a tight schedule with other patients to attend to. Arriving late could cause delays and inconvenience for other patients who are scheduled after you. Additionally, arriving late may mean that you have less time with your healthcare provider, which could affect the quality of care you receive. It's always a good idea to arrive a few minutes early for your appointment to ensure that you have enough time to ‘check in’ and to avoid any delays. I am sorry that there was a delay in informing you that the Nurse had advised you to rebook your appointment. If you would like, I would be happy to help you find another suitable appointment for your asthma review. If you have any other questions or concerns, please feel free to share them with me. Again, we appreciate your feedback and are grateful for your support. Thank you for sharing your thoughts with us. Best wishes, Kara Patient Services Officer.
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Review titled Appalling services
Rated 1 star out of 5
by Anonymous - Posted on 26 January 2023
It really is impossible to get through to the surgery. I had 3 days of trying to get through at 8.30am and each time there were no appointments available when it finally got answered. I had a chest infection, had tried 111 online who confirmed I needed to be seen that day but was told by the surgery that I just had to try again the next day at 8.30am. I finally got through to speak to someone on 111 and they arranged an appointment at A&E because I needed to be seen urgently.
Visited December 2022
Review titled Cross Street Surgery
Replied on 02 March 2023
Dear Patient, Thank you for taking the time to provide feedback on Dishley Grange Medical Centre - Cross Street surgery. I am so sorry to hear about your negative experience with practice. Appointment access is a national issue and we acknowledge that there is an unmet patient demand. Please be assured that your feedback will be passed onto the team and that we will continue to audit and review the number of appointments offered against the NHS recommended guidelines. Again, I am sorry to learn of your experience. This is not the service standards that we strive to offer. We will continue to try and offer the best service we can with the resources we have at our disposal. Thank you again for your feedback. Kindest Regards, Patient engagement team.