DE Montfort Surgery
Student Health Centre, 100 Mill Lane, Leicester, Leicestershire, LE2 7HXContact details and opening times
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Reviews
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Review titled Worst Experience
Rated 1 star out of 5
by Anonymous - Posted on 24 March 2025
I am writing to formally raise a concern regarding my recent consultation. I have an autoimmune condition and had been experiencing a persistent dry cough for two weeks, which had started to significantly impact my daily life. Due to the severity of my symptoms, I sought medical advice in the hope of receiving appropriate treatment or guidance. However, instead of a thorough assessment or any form of medical support, I was met with what felt like a dismissive and unhelpful response. I found the approach unprofessional and lacking in patient care, as my concerns were not adequately addressed. Given my underlying health condition, I expected a more considerate and medical-focused discussion rather than a lecture that did not provide any practical resolution to my health issue. I would appreciate it if this matter could be reviewed, as I believe all patients, particularly those with existing health conditions, deserve to be treated with professionalism, empathy, and appropriate medical intervention.
Visited March 2025
Review titled DE Montfort Surgery
Replied on 07 April 2025
Dear Patient, Thank you for taking the time to share your feedback regarding your recent consultation. We genuinely value patient input and take concerns seriously. We understand that your experience was not satisfactory, especially considering your autoimmune condition and the impact of your persistent dry cough on your daily life. However, we are limited in our ability to investigate this matter further with the information currently provided. To ensure we can formally investigate your concerns and respond appropriately, we invite you to contact the surgery directly. Please provide us with your personal details, including your name, patient ID, and the specific consultation date. This will allow us to conduct a thorough review of your case and address the issues you raised. We appreciate your understanding and look forward to the opportunity to resolve this matter. Best regards, Sarah, Patient Engagement Officer. Willows Health.
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Review titled Appointment system needs improvement
Rated 2 stars out of 5
by Anonymous - Posted on 10 March 2025
I have been trying to book appointment online at 8am when it is released. It is ridiculous, in one minute all is gone, have no time to even book it. I waited and opened appointments as soon as 8am time was, and could not book anything. I am disappointed, not the first time happening… honestly thinking of leaving this GP surgery. The system of booking needs improvement. Maybe could offer 2 timings when appointments will be released, one for morning and one for afternoon appointments which would be later than 8am released.
Visited March 2025
Review titled DE Montfort Surgery
Replied on 07 April 2025
Dear Patient, Thank you for sharing your feedback regarding our appointment system. We understand your frustration with the difficulty in securing an appointment online at 8 AM. We previously trialled releasing appointments earlier, before the phone lines opened. However, feedback indicated that appointments were being released too early online, leading to a high volume of bookings before many patients had the chance to call. As a result, we adjusted the release time to 8 AM, to provide a fair opportunity to our service users, we acknowledge that this coincides with when our phone lines open. This does place additional pressure on the appointment system from both online and telephone users. We acknowledge the challenges this presents and want to assure you that we will closely monitor and review the situation. We are committed to exploring further improvements in how online appointments are released, including the possibility of offering different release times in the day. Thank you again for your valuable input. Your concerns are important to us, and we appreciate your patience as we work towards enhancing our appointment system. With kind regards, Sarah, Patient Engagement Officer. Willows Health.
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Review titled Appointments for elderly
Rated 2 stars out of 5
by Anonymous - Posted on 18 March 2025
When telephoning the surgery they have a series of option buttons. Option 1 is for elderly,vulnerable patients or those unable to access the online services to make an appointment. When you choose this option and get to speak to an operator you are told that they are unable to book appointments in advance. By that time all of that particular days appointments will have been taken uo by the 8am online users. It's a bit of a Catch 22 for elderly patients and one that the surgery should have a moral duty to address.
Visited March 2025
Review titled DE Montfort Surgery
Replied on 07 April 2025
Dear patient, Thank you for taking the time to provide feedback regarding our appointment system for elderly and vulnerable patients. We appreciate your insights and understand the challenges you've highlighted. We usually do try to ensure that we have reserved appointment slots for vulnerable and elderly patients in our daily rotas. However, due to high demand, these slots can get booked very quickly. We will carefully review our appointment process to identify reasonable improvements that can better serve our elderly patients and ensure they have fair access to appointments. Your concerns are important to us, and we are committed to making necessary changes. Thank you again for your valuable feedback. Best regards, Sarah, Patient Engagement Officer. Willows Health.
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Review titled Terrible - Appointment availability is a joke
Rated 1 star out of 5
by Anonymous - Posted on 27 March 2025
The practice/GP's are fine if you can get an appointment, which is only available via online and seemly Impossible. Have tried several times over the last year to get various appointments and failed, instead having to go through 111. Just today I was ready at 8 am on the dot, for the appointments to become available. At 8 am it said there were just 19 available for same day ( you cannot book anything else) after my first attempt, it dropped to 8, after my second attempt it dropped to 2, and after third attempt at 8:01:45 there were none! All gone in under 2 minutes! I tried calling afterwards and after waiting 1-2 minutes to go through all the prerecorded nonsense I was told I was 24th in the queue! Keep in mind at this time you are only meant to call about appointments, though they do state that is only for exceptional issues or 'at risk' patients. Previously I've waited and even when there were only 9 people waiting , I gave up after half an hour. I asked the service to call me back when I get to the front of the queue, but who knows when that will be. The fact that this surgery is accepting new patients, is criminal when they simply cannot service their existing ones.
Visited March 2025
Review titled DE Montfort Surgery
Replied on 07 April 2025
Dear anonymous, Thank you for your feedback regarding your experience with our practice. We truly value your input and would like to address your concerns. We understand that securing an appointment can be challenging. Please know that appointments can be accessed both online and by telephone. Due to high demand, these slots tend to fill up quickly on a first-come, first-served basis. We recommend checking our online booking system regularly for availability. We also want to clarify that our call-back function is an automated system designed to assist patients. It attempts to reach out to patients at least twice to ensure we can connect with you, however if these two attempts are missed, the system is not designed to call back a third time. Regarding patient registrations, we cannot close our books to new patients, as we are not permitted to do so. We strive to accommodate as many patients as possible while maintaining the quality of care. We appreciate your understanding and patience as we navigate these challenges. If you have any further questions or need assistance, please contact the practice directly and we will try our best to answer any concerns. We look forward to welcoming you back into practice soon and hope that your next experience with us will be much more positive. Sincerely, Sarah - Patient Engagement officer. Willows Health.
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Review titled Avoid at all costs!
Rated 1 star out of 5
by Natasha Hubalyk - Posted on 13 February 2025
It’s extremely difficult to get an appointment at this practice and on the rare occasions you do, it feels pointless. Was to send any complaints to the practice manager by email, only for it to go ignored.
Visited February 2025
Review titled DE Montfort Surgery
Replied on 07 April 2025
Dear Natasha, Thank you for taking the time to share your feedback. We sincerely apologise for the frustration you've experienced in trying to secure an appointment and for any dissatisfaction regarding our communication. We want to assure you that we take all complaints seriously and strive to respond to each one promptly. If you could kindly resend your email we will ensure it is appropriately investigated and addressed. Unfortunately, we are currently facing a significant challenge with capacity versus demand, which can sometimes lead to longer wait times for appointments. We are actively working on improving our processes to better serve our patients. Your feedback is invaluable, and we appreciate your understanding as we work to enhance our services. If you have any further concerns, please feel free to reach out directly, and we will do our best to assist you. Thank you for your patience. With kind regards, Sarah - Patient Engagement Officer.
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Review titled Disappointing
Rated 1 star out of 5
by Anonymous - Posted on 27 January 2025
At 8:01 this morning (27th jan 2025) I logged into my NHS App to book an appointment. I got to the final part of the booking and then it told me all appointments were booked. Therefore I rang the surgery to see if they had any appointments available. I was number 28 in the queue so I requested that it held my place. 45 minutes later I received a call, to which the receptionist stated that I need to be quicker when booking my appointment. I do not understand how I can be quicker. Appointments get released at 8am, I was writhing one minute of that. I have been trying to get an appointment for a long time. When I first moved here two years ago the surgery was brilliant, there were appointments, the staff were caring and attentive but now it is a disaster. The appointment booking system is unrealistic and Impossible. This is not the first time I haven’t been able to get an appointment, it’s been like this for well over 6 months. Due to this I feel that there is no other option than to change my GP.
Visited January 2025
Review titled DE Montfort Surgery
Replied on 29 January 2025
Dear Anonymous, Thank you for taking the time to share your experience with us. We sincerely apologise for the frustration you encountered while trying to book an appointment. We understand how important it is to have access to timely healthcare, and we regret that our current system did not meet your expectations. We appreciate your feedback regarding the appointment booking process. Your concerns about the availability of appointments and the response you received from our staff are taken seriously. We are actively working to improve our systems to ensure a more efficient and supportive experience for all our patients. We regularly review our appointments to ensure we are offering the recommended number of appointments as per NHS guidelines. For context, earlier this year De Montfort Surgery was pre-booking appointments over 6 weeks in advance, with around 5-10 same day appointments available per day which simply wasn’t good enough (the national statistics had us as 8th bottom in the country for wait times for an appointment). Without being able to dramatically increase capacity we had to find a new way of working; restricting pre-booking except in situations where it is necessary. This means that we have both routine and urgent same day appointments available, and we can (on occasion depending on circumstances such as your own) pre-book. Tomorrow, for example, we have 106 same-day appointments available. Believe me when I say I would much rather we didn’t have to work the way that we do, and that I wish we had a surplus of appointments, with every patient being able to get an appointment for exactly when they want – but this isn’t the case unfortunately. Often patient demand exceeds the capacity that we have. Please know that your experience is not reflective of our commitment to providing quality care and you do have GP surgery here you can rely upon when needed. If you would like to discuss this further or if there is anything we can do to assist you, please feel free to reach out directly to our surgery. Thank you again for your feedback. We value your input and hope to regain your trust. Kind regards, Sarah Patient Engagement Officer Willows Health.
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Review titled Confused and Withdrawing
Rated 2 stars out of 5
by Anonymous - Posted on 04 October 2024
Booking an appointment is similar to other GPS so I have nothing to say about that. But when it comes to ordering prescriptions, I am left confused and unclear about what’s happening. I transferred from another GP and needed to order my prescription. The GP has been contacted 3 times now, twice by me and once by my pharmacy and there are no updates still. I’ve been told when I called them that the pharmacy would receive my medicine in 48 hours. 48 hours later no update and my pharmacy received nothing. It’s been a week now with no information, which is concerning as I am running low on my medicine due to the time this is taking. I do not mind that the whole process is taking longer, but please don’t leave me in the dark like this.
Visited October 2024
Review titled DE Montfort Surgery
Replied on 07 October 2024
Dear Patient, Thank you for taking the time to share your experience with us. We sincerely apologise for the confusion and frustration you've encountered regarding your prescription order. We understand how important it is to have timely access to your medication, and we regret that our communication has not met your expectations. We acknowledge your situation , and we appreciate you bringing it to our attention. Please know that we would actively like to help resolve this issue. We would be happy to investigate your prescription order, ensure that your prescription is prioritised where possible, and that you receive an updates as soon as possible. Please may I ask you to direct your concerns to the surgery to provide more information and for immediate assistance. Thank you for your patience and understanding during this time. We are committed to improving our services and ensuring that our patients feel supported. With kind regards, Sarah. Patient Engagement Officer. Willows Health.
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Review titled More rudeness
Rated 3 stars out of 5
by Christopher Pizzey - Posted on 03 October 2024
I have just been on the telephone to the surgery ( 9am approx 3rd October) trying to sort out my prescriptions, one of which quote "my colleague forgot to order". I get confused when ordering my prescriptions as there always seems to be a problem whenever I order them. The lady was abrupt and bossy, "how many tablets do you have left?" I was trying to ask another question when I was cut off in mid speech. As I pointed out in my anonymous review yesterday you are a Health Service. It may be that staff are so overworked that they have forgotten this or it may be that they were not made aware of this. If I had talked to you in the same way as I have been talked to over the past two days I would have doubtless been accused of a lack of respect.
Visited October 2024
Review titled DE Montfort Surgery
Replied on 07 October 2024
Dear Christopher Pizzey, Thank you for taking the time to share your feedback. We sincerely apologise for the experience you had during your recent call regarding your prescriptions. We understand how frustrating it can be when communication falls short, especially when it concerns your health. Your comments about the abruptness of our staff and the confusion surrounding your prescription orders are disappointing. We strive to provide compassionate and respectful service, and it is clear we missed the mark in this instance. Please be assured that we are taking your feedback seriously. To address these issues, we are implementing additional training for our staff to improve communication skills and ensure that every patient feels heard and respected. We are also reviewing our prescription ordering process to identify any areas which may require improvement, so we can prevent similar situations in the future. We appreciate your understanding and patience as we work to enhance our service. If you have any further concerns or need assistance, please do not hesitate to reach out directly. Thank you for bringing this to our attention. We look forward to welcoming you back into practice soon and hope that your next interaction with us is much more positive. With kind regards, Sarah, Patient Engagement Officer Willows Health.
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Review titled Rudeness
Rated 1 star out of 5
by Anonymous - Posted on 02 October 2024
I have just waited 45 minutes on the phone only to encounter such a rude and uncaring response from a receptionist. You are a health service for goodness sake !! I am elderly and am left bewildered by what I have just experienced.
Visited October 2024
Review titled DE Montfort Surgery
Replied on 07 October 2024
Dear Patient, Thank you for taking the time to share your experience with us. We sincerely apologise for the distressing interaction you had with our receptionist. Your feedback is invaluable, and we understand how frustrating it must have been to wait so long, only to feel disregarded. As a health service, we strive to provide compassionate care to all our patients, especially our elderly community members. We are currently reviewing this incident to ensure that it does not happen again. We will be addressing this matter with our team to reinforce our commitment to respectful and supportive communication. Your experience matters to us, and we appreciate your patience as we work to improve our services. If you would like to discuss this further, please feel free to reach out directly to our team. Thank you for bringing this to our attention. Warm regards, Sarah. Patient Engagement Officer Willows Health.
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Review titled Broken and Dysfunctional
Rated 1 star out of 5
by Anonymous - Posted on 10 September 2024
Today I called my practice.The phone was not answered today.Its Impossible to get through on the phone. I have spent 2hours unsuccessfully waiting. Their system online consistently not working. Doctors and administrators consistently unable to successfully use the NHS electronic referral and the quality of the referrals so poorly executed that they fail even after the required hand holding to get them uploaded. The referral I was trying to call about today has never reached the hospital despite having been made last September and remade (in the same wrong way) multiple times since. The hospital expressed concern that the practice continues to not understand how to do this basic process. Similarly I need to discuss issues with my medication but cannot get through to get an appointment today. Even ifyou eventually get one, the overstretched clinicians only appears to listen when you read their referrals, it becomes all too apparent that their brains are &were elsewhere. Exceptionally poor prior but the take over by The e Willows as dragged this practice to new depths of dysfunction. Do not be so optimistic as to believe you will have a better experience. Do not join this practice. I am fearful for anyone in a similar situation having to rely on this practice.
Visited September 2024
Review titled DE Montfort Surgery
Replied on 11 September 2024
Dear Patient, Thank you for sharing your experience with us. We sincerely apologise for the frustration you've faced with our phone system and the referral process. Your feedback is invaluable, and we recognise the importance of clear communication and efficient services, especially concerning your health. We are truly sorry for the prolonged wait times you encountered on the phone. Please rest assured that we are actively working to improve this aspect of our service. If you would like us to investigate this further, we would be happy to audit our telephony systems to better understand the issues you've experienced. Your concerns regarding the referral process and medication discussions are taken very seriously. We encourage you to contact the practice directly or email us at wh.feedback@nhs.net so we can address these matters promptly. Thank you again for your feedback. We are committed to making improvements and enhancing our patients' experience. We look forward to hearing from you soon and assisting you in resolving these issues. Best regards, Sarah. Patient Engagement Officer, Willows Health.