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 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.
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Review titled Bad seevice!
Rated 1 star out of 5
by Alessandro - Posted on 18 August 2024
It is very hard and impossible to get an appointment! The phone customer service doesn't care and doesn't book any appointment, website is bad too, everything is full and booked and the app work no well. Shame!!!!
Visited August 2024
Review titled DE Montfort Surgery
Replied on 19 August 2024
Dear Alessandro, Thank you for taking the time to share your experience. We genuinely apologise for the difficulties you faced in securing an appointment and for any frustration caused by our customer service and online systems. We understand how important it is to access timely care, and we recognise that our current capacity challenges can make this feel impossible at times. To address these issues, we have recently improved our online services by releasing appointments daily. This initiative aims to relieve some pressure off our telephony system and make our services more accessible to everyone. We appreciate your feedback regarding our app and website, as it helps us identify areas for improvement. Please know that we are committed to making these necessary changes to ensure a smoother experience in the future. Thank you for your patience and understanding as we work to resolve these issues. If you have any further concerns or need assistance, please feel free to reach out directly. We look forward to welcoming you back into practice soon and hope that your next experience with us is much more positive. Kind regards, Sarah - Patient Engagement Officer. Willows Health.
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Review titled Used to be great now awful
Rated 1 star out of 5
by Charles - Posted on 15 August 2024
In the past I have received good care from this practice and received quick & excellent care when I was very unwell. But recently it seems almost impossible to access services. I recently waited 1 hour & 17 minutes on the phone to book an appointment for a routine blood test. I have been asked to book an appointment to discuss the results but it seems to be almost impossible to do so. The NHS app simply says there are no appointments. The new website gives no clear information on how to book appointmnets despite saying that it does. How do I book an appointment. It appears that practice has been taken over by a private company but even this is not clear. The recent deterioartiono in service is shocking.
Visited August 2024
Review titled DE Montfort Surgery
Replied on 19 August 2024
Dear Charles, Thank you for taking the time to share your feedback. I sincerely apologise for the difficulties you've experienced in accessing our services recently. I understand how frustrating it can be to wait on the phone for an appointment and to find limited availability through the NHS app. We have indeed undergone some changes, and I empathise with your concerns regarding the clarity of our booking process. I assure you that we are actively working to improve our systems and communication to ensure our patients receive the care they need without undue delays. We have recently updated our online appointment access to release online appointments daily to improve accessibility. Additionally we have been monitoring our telephony lines closely to ensure communications and queue times are being improved. If you wish to discuss your concerns further then please contact the practice directly. We are here to assist you with booking your appointment and addressing any other concerns you may have. Thank you once again for your valuable feedback. We appreciate your understanding as we strive to enhance our services. Best regards, Sarah - Patient Engagement Officer. Willows Health.
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Review titled Perfect in person
Rated 5 stars out of 5
by Martin Peter Clarke - Posted on 31 July 2024
I'm lucky enough to be able to walk to the practice, and nearly always do rather than phone; and I need and enjoy the steps! I found a tick in an intimate place in the shower this morning, walked down, was seen within 40 minutes, prescribed, blood taken. Reception are perfect, and so are the clinicians. I've known this practice, according to my various locations, for 15 years. The community is lucky to have it.
Visited July 2024
Review titled DE Montfort Surgery
Replied on 19 August 2024
Dear Martin Peter Clarke, Thank you so much for your wonderful feedback. We are thrilled to hear that you had a positive experience at our practice. It is great to know that our team was able to assist you promptly and that you appreciate the convenience of walking to us. Your kind words about our reception staff and clinicians mean a lot, and I will certainly pass your feedback along to the entire team. We are committed to providing the best care possible, and it’s always rewarding to hear from satisfied patients like yourself. Thank you again for your support, and we look forward to serving you in the future. Best regards, Sarah, Patient Engagement Officer. Willows Health.
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Review titled Simply Inaccessible
Rated 1 star out of 5
by Harvey Johnson - Posted on 15 June 2024
I have been with this surgery now for a number of years and have always found the doctors and nurses to be fantastic, however, in recent times it has become impossible to simply pick up the phone and speak to another human being in order to book an appointment for that day, there appears to be an insistence to adopt this appalling online booking system that I can't honestly believe that anybody actually wants. It is with some sadness that I now find myself having to search for another doctor locally so as to be able to actually speak to a medical professional when I'm ill without having to sit for hours at the LRI.
Visited June 2024
Review titled DE Montfort Surgery
Replied on 27 June 2024
Dear Harvey Johnson, Thank you for taking the time to share your feedback about our practice. We appreciate your loyalty over the years and are glad to hear that you have found our doctors and nurses to be fantastic. However, we are sorry to hear about the difficulties you have experienced in recent times with our booking system. We understand the frustration of not being able to easily speak to a human being when needing to schedule an appointment. Please know that our phone lines are open for patient use. The decision to implement an online booking system was to offer patients another option of contacting the practice for an appointment, and was intended to provide patients with greater flexibility and convenience. Additionally, we felt this option would help lessen the pressures on our telephony systems. However, we recognize that this approach may not suit everyone's preferences. Please know that we value your feedback and are committed to continuously improving our services to better meet the needs of our patients. If you are considering switching to another local practice, we would be sad to see you go. However, we respect your decision and wish you all the best in finding a healthcare provider that better suits your needs. Once again, thank you for your feedback. We are here to listen and work towards a solution that ensures you can access the care you require in a timely and convenient manner. With best wishes, Sarah. Patient Engagement Officer, Willows Health.
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Review titled nearly 2 hrs waiting on the phone
Rated 3 stars out of 5
by Michael Smith - Posted on 28 May 2024
after a message saying they weer short staffed, that has been there for weeks i called to get test results and was number 14 in the cue. it seems the average time with each phone call at this surgery is 12-13 mins per phone call..... what is happening here??
Visited May 2024
Review titled DE Montfort Surgery
Replied on 27 June 2024
Dear Michael Smith, Thank you for taking the time to provide feedback about your experience with our practice. We appreciate your patience and understanding during this challenging time. As you noted in your review, we have been dealing with staffing shortages that have led to longer than usual wait times for patients calling our surgery. We have been actively working to address this issue and bring on additional support staff, revise break times, to improve our phone response times. I am sorry that the average call queue times have been higher than our typical standard. Our staff are working diligently to address each patient's needs thoroughly. However, we understand this has resulted in a frustrating wait time for you to receive your test results. Please be assured that we value your time and are committed to providing the best possible care and service. We are continuously evaluating our processes to find ways to streamline our operations and reduce wait times for our patients. If you have any other feedback or suggestions, we would be grateful to hear them. We are dedicated to continuously improving the patient experience, and your input is invaluable. Thank you again for your review, and we hope that your next experience with us is much more positive. Sincerely, Sarah, Patient Engagement Team Willows Health.
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Review titled Poor Service an Delay
Rated 3 stars out of 5
by Carole Pearson - Posted on 05 February 2024
Came in for Blood Test 05/02 at 9.12 booked in for my 9-20 appointment not called in (did not see any patients go in go out of the nurses room)9.35 queried why I had not been seen - receptionist can not contact nurse as her phone was engaged - called the manager and was advised to sit and wait which I did the nurse then called in a patient who had arrived 10 minutes after me so I went back to the receptionist who advised that the nurse had No patient with her and advised me to sit down and wait - nurse then can back and called another patient who had again arrived after me (this is the second time that this nurse has left me waiting over 30 minutes for my appointment which I do not accept) At 9.50 after 35 min wait I told the receptionist that I was not waiting any longer and she could not offer me another appointment and told me to book an appointment at LRI however could not provide the correct form so I will have to go and collect at a later date As I am a diabetic blood tests are very important however I am extremely disappointed with the extremely poor service which has been on offer for my last two blood tests Hopefully feedback will be given Very unhappy patient
Visited February 2024
Review titled DE Montfort Surgery
Replied on 15 February 2024
Dear Carole Pearson, We are truly sorry to hear about your disappointing experience during your recent visit for a blood test in February 2024. Your feedback is important to us, and we sincerely apologise for the extended wait times and lack of communication you encountered during your appointment. Ensuring timely and efficient service is a top priority for us, and we regret that we fell short of meeting your expectations on this occasion. Your concerns have been noted, and we will address them with our staff to prevent similar occurrences in the future. We understand the importance of blood tests, especially for diabetic patients, and we apologise for any inconvenience caused by the delays and lack of proper attention during your visit. Your feedback will be taken seriously, and we will strive to improve our services to provide a better experience for all our patients. Thank you for bringing this matter to our attention, and we sincerely apologise for any frustration or inconvenience this may have caused you. If you would like to discuss your experience further or require any assistance, please do not hesitate to contact us. We appreciate your feedback and thank you for your understanding. We look forward to welcoming you back into practice soon and hope your next experience with us is a more positive one. Warm regards, Sarah. Patient Engagement Officer Willows Health.