Dishley Grange Medical Practice
32 Maxwell Drive, Gorse Covert, Loughborough, Leicestershire, LE11 4RZContact details and opening times
Patient ratings and reviews
Leave a review
Help others by sharing your thoughts and experiences about Dishley Grange Medical Practice.
Reviews
-
Review titled Not meeting NHS guidelines
Rated 1 star out of 5
by Anonymous - Posted on 16 July 2024
Having had my first child at the end of the covid period i had attributed the dire postpartum care to covid restrictions - having to chase up immunisations several times resulting in persistently late vaccinations, and having no standard GP checks for myself or my then baby. Second time round has unfortunately confirmed that covid restrictions were not the problem, its seemingly a distinct lack of organisation and an inability to join the dots to ensure things are done when they are supposed to be. Immunisations again seem to be the issue, having received an appointment in the post i called to reschedule for a couple of days later, at no time during the conversation to adjust the appointment did they mention the need for a GP appointment prior to immunisations (nor would i instinctively know this was required as it wasnt required with my first), as such when turning up for the appointment today and waiting 30 minutes we were turned away having had to reschedule a new appointment. My child is already over 9 weeks old has not yet been seen by a GP and is already over a week late for their immunisations. NHS guidelines for childhood vaccinations are clearly set out, there should not be a huge song and dance to get them administered within the guidelines. Perhaps the increases in childhood diseases are not solely due to antivaxxers refusing immunisations for their children and as such weakening herd immunity but rather ill organised surgerys that cant facilitate the simplest of requests. I have not been seen by a GP either despite having a consultant led, high risk pregnancy with various issues some of which suspected to be preexisting and so now require investigation. Prenatal care with the midwife had been fantastic, she handled my pregnancy very well ensuring that consultant recommendations for frequency of checks were always adhered to. Disappointingly the surgery had not managed to retain the midwife who has moved on to pastures new (cant say I blame her). Now the aftercare has been passed to a GP it is very much an afterthought as is typical of this surgery. I cant say that other surgeries are any better, but I certainly wouldnt recommend this one!
Visited July 2024
Dishley Grange Medical Practice has not yet replied.
-
Review titled Shocking and rude
Rated 1 star out of 5
by Jazmin - Posted on 27 June 2024
I have been ringing since Tuesday at 8am and I cannot get an appointment it’s shocking how bad the surgery has gone. By the time the staff ring me back the appointments have all changed gone.
Visited June 2024
Review titled Dishley Grange Medical Practice
Replied on 01 July 2024
Dear Jazmin, Thank you for your feedback. We are sorry to hear about your frustrating experience trying to book an appointment with our practice. You are absolutely right that the high demand for our services has made it challenging to accommodate all patient requests in a timely manner. Our practice has seen a significant increase in patient demand over the past year, which has put a strain on our appointment availability. We are doing our best to expand our capacity by hiring more clinicians, but the process of recruiting and onboarding new staff takes time. In the meantime, we know the long wait times and difficulty booking appointments is very inconvenient for our patients. Please know that we are working hard to improve our systems and processes to better manage the high demand. We have implemented new online booking tools and are exploring other ways to streamline access to care. We appreciate your patience and understanding as we work through these capacity challenges. If you have any other feedback or suggestions on how we can improve, please do not hesitate to share them with us. Our goal is to provide the highest quality care and service to all our patients. Sincerely, Sarah, Patient Engagement Officer. Willows Health.
-
Review titled Absolutely diabolical
Rated 1 star out of 5
by debbie maspers - Posted on 09 April 2024
Getting an appointment is like getting blood from a stone. I have now rang the surgery 7days in a row for a telephone appointment to discuss my abnormal blood results. Closed at 7.59. Answer at 8.00 you are in a que above 30. Press 1 to call back. When called back no appointments. Only to be told look online at 6 in the morning or call at 8.00! What the hell do you think I have been doing for the last 7 days! It’s just absolutely disgusting. I’ve got another blood test next week. But what is the point. If I can’t get the results to the other one. I will not spend my every morning ringing. I’ve had enough. Tried to change to another practice but taking no nhs. For working people we have no change of appointments. Book your ideas up. 7 days! Disgusting
Visited April 2024
Review titled Dishley Grange Medical Practice
Replied on 17 April 2024
Dear Debbie, We are deeply sorry to learn about the challenges you faced while attempting to secure a timely appointment to discuss your abnormal blood results. We recognise the significance of providing efficient and accessible healthcare services, and we sincerely apologise for not meeting your expectations. The demand for Primary care services is at an all time high. Unfortunately this means that appointments do get booked very quickly resulting in an unmet patient need, however please rest assured that we doing all that we can with the resources at our disposal. 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 Heatherbrook and Dishley Surgery, 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 understand the frustration of being unable to secure an appointment to discuss your blood test results. Please rest assured that if there are any concerning issues requiring immediate attention, the practice would reach out to speak with you. Nevertheless, we acknowledge the distress caused by the uncertainty of not knowing your results. We would like to offer our assistance in resolving your current situation and ensuring that you receive the necessary attention regarding your blood test results. Please reach out to the practice directly, where they can inform you of the doctor's comments on your results and even print off the results for your reference if needed. Once again, we apologise for the inconvenience you have experienced and appreciate your understanding as we work diligently to make necessary improvements. Sincerely, Sarah, Patient Engagement Officer Willows Health.
-
Review titled Telephone response
Rated 1 star out of 5
by Marjorie - Posted on 26 March 2024
On phone from 13:40 to 14:10 on appt option. No response. Rang off and tried general enquiry option 6. On line from 14:11 for 12 mins. Still no reply just dreadful, tinny music. It's a Tues and well after morning rush. Really unacceptable. I shall now call 111
Visited March 2024
Review titled Dishley Grange Medical Practice
Replied on 03 April 2024
Dear Marjorie, We are truly sorry to hear about your frustrating experience with our telephone service. Please accept our sincerest apologies for the inconvenience and disappointment you have faced. We understand the importance of timely and efficient communication, and we regret that we fell short of meeting your expectations. We are committed to providing the highest level of customer service, and it is clear that we have not met that standard in your case. Your feedback is invaluable to us, and we will use it to improve our phone response processes to ensure that this type of situation does not occur in the future. We would like to make things right for you. If there is anything specific, we can do to address your concerns, please do not hesitate to reach out to us directly. Your satisfaction is our top priority, and we hope to have the opportunity to restore your trust in our services. Once again, we deeply apologise for the inconvenience you experienced, rest assured we will be auditing our telephony systems to identify the cause of this issue. We appreciate your understanding and patience as we work to resolve this. Thank you for taking the time to provide your feedback, we look forward to welcoming you back into practice and hope that your next interaction with us is much more positive. With kind regards, Sarah – Patient Engagement Officer Willows Health.
-
Review titled Dismal & getting worse!
Rated 1 star out of 5
by no appointments - Posted on 27 March 2024
Every day so far this week she has called at 8.01am, to be put on a call back. Monday over 2hrs to get a call back & to be informed that a gp was ill so no appointments! Do you not have back ups?? Tuesday, over 2.5hrs for a call back, guess what? No appointments! Wednesday, today, 2.25hrs call back time, only to be told, guess what, No appointments! Also been told by the rude receptionist that tomorrow is half a day, so she'll be lucky to get an appointment, well I think that's an understatement!!! Also let me guess, you're closed Friday, Saturday, Sunday & Monday, so that will be over a week trying to see a doctor! Would you find this acceptable, if you were ill? Going to A&E is a little excessive when she just needs to talk to a GP about a very private matter & possibly get a referral.Thats what was suggested by the receptionist, as she cant get an appointment, no wonder the hospitals are in a mess. Having to go through this every day & not get an appointment is disgusting, ever since going to the Willow Group its been dismal & getting worse. Be proactive not reactive!!!
Visited March 2024
Review titled Dishley Grange Medical Practice
Replied on 02 April 2024
Dear Patient, Thank you for sharing your concerns with us. We understand the frustration you have experienced, and are sorry for the lack of appointment availability during your contacts with the practice. We want to provide some insight into the challenges we are facing in meeting the demand for appointments. At Dishley Grange Medical Practice, we strive to offer the best service possible with the resources available to us. While we do our best to accommodate all appointment requests, the demand for our services often exceeds our capacity. Our routine appointments are typically offered up to two weeks in advance, but due to high demand, they can get booked very quickly. We recognise that this can lead to difficulties in securing timely appointments, and we are actively exploring ways to improve our appointment scheduling system to better meet the needs of our patients. We also want to address the issue of our closure over the bank holiday. While our regular clinic hours were affected during this time, we want to assure you that out-of-hours services were available to provide support if needed or for any urgent medical needs. When our appointments are booked to capacity, we would advise considering alternative options such as contacting 111, accessing hubs, or in urgent cases, seeking attention at A&E to ensure you receive the clinical care needed. We understand that these options may not be your first choice, and we also acknowledge the strain on hospital services. It is important to note that hubs were created to accommodate the overflow of GP practice patients and provide additional access to medical care. We sincerely apologise for any inconvenience these challenges may have caused you, and we are committed to finding solutions that will enhance the accessibility and availability of our services. Your feedback is extremely valuable to us, and we are dedicated to using it to drive positive changes within our practice. We would like to invite you to engage in a constructive dialogue with us to further discuss your experience and how we can work together to improve our services. Please feel free to contact us directly so that we can better understand your needs and explore potential solutions. Thank you once again for sharing your feedback. We are grateful for the opportunity to address your concerns and improve the quality of care we provide. Sincerely, Sarah - Patient Engagement Officer Willows Health.
-
Review titled Avoid, terrible service
Rated 1 star out of 5
by Anonymous - Posted on 14 March 2024
Been with this practise 20 years. Trying to book an appointment over the past couple of days. Been on hold for up to 1.5 hours then told there are no appointments. I rang before 8:30am (the opening time) to be told I am number 30 in the queue. There are no updates on your position in the queue like there used to be. I tried to book online and it told me to call up. Repeated poor reviews for this GP and they apologise in the review but somehow fail to make any changes. Don't bother apologising if you are going to continue with such poor service anyway. Very upsetting.
Visited March 2024
Review titled Dishley Grange Medical Practice
Replied on 14 March 2024
Dear Anonymous, Thank you for taking the time to share your feedback with us. We understand your frustration and apologise for any inconvenience you experienced while trying to book an appointment with us. At our practice, we strive to meet the needs of all our patients; however, there are times when the demand for appointments exceeds our capacity to accommodate everyone promptly. We are constantly working to improve our services and address the challenges we face in managing the high demand for appointments. Regarding your experience with online booking, we appreciate you bringing this to our attention. We encourage you to contact our practice directly so that we can investigate this issue further and ensure a smoother booking process for all our patients. We value your feedback and take it seriously as we continue to make enhancements to provide the best possible care for our patients. Your experience is important to us, and we are committed to addressing your concerns and improving our services. Thank you for your understanding and patience. Warm regards, Sarah. Patient Engagement Officer, Willows Health.
-
Review titled Always makes a mess of repeat prescription
Rated 1 star out of 5
by Anonymous - Posted on 24 February 2024
I have a complex list of repeat prescriptions. Whenever i try to order some i can do on line, so i can do via chemist, some i have to write a letter and other i have try to phone in (and that is another complaint). Every month something is messed up. This time i am on holiday for six weeks, so i have asked for a double repeat to cover me. Well the parcel that came was a right mess; 7 items i had three months supply; 2 items I have received 2 months supply and three items only one. I now have two working days to sort their mistakes out before i leave, and I just know that it is not going to happen as their pharmacy people are a complete waste of time.
Visited February 2024
Review titled Dishley Grange Medical Practice
Replied on 26 February 2024
Dear valued patient, We sincerely apologise for the inconvenience and frustration you have experienced with your repeat prescriptions. It is disheartening to hear about the challenges you have faced in managing your medication orders, especially before your holiday period. We understand the importance of receiving your prescriptions accurately and on time, and we deeply regret any errors that have occurred in fulfilling your recent order. Your feedback is invaluable to us, and we are committed to addressing these issues promptly to ensure a smoother and more reliable service in the future. Please rest assured that we take your concerns seriously, and we would like the opportunity to investigate and rectify the mistakes made with your recent prescription requests. Your satisfaction is our priority, and we will do our best to resolve these issues before your departure. We appreciate your patience and understanding during this process. We would be grateful if you could contact the practice directly for us to assist you further. Thank you for bringing this matter to our attention. We look forward to regaining your trust and confidence in our services. Kind regards, Sarah, Patient Engagement Officer. Willows Health.
-
Review titled Awful GP
Rated 1 star out of 5
by Anonymous - Posted on 31 January 2024
Unable to get through for months via telephone to make routine appointment (not same day) When finally get through unable to book a smear I’ve been trying too for 6 months due to having no nurse to perform the smear. Left in tears at the absolute difficulty to even get an appointment or speak to someone! I am actively looking to move to another surgery and I have had to use private healthcare to attempt to get what should be easily available via my GP. Absolutely not acceptable
Visited January 2024
Review titled Dishley Grange Medical Practice
Replied on 15 February 2024
Dear Anonymous, We are truly sorry to hear about your recent experience at our practice. We apologise for the difficulties you faced in trying to schedule an appointment and the challenges you encountered in booking a smear test. Your feedback is valuable to us, and we take your concerns seriously. We strive to provide timely and accessible healthcare services to all our patients, and it is disappointing to learn that we fell short in meeting your expectations. Please know that we are actively working to address the issues you raised to ensure a better experience for all our patients in the future. If you are still in need of assistance or would like to discuss your experience further, please do not hesitate to contact us directly. Your well-being and satisfaction are important to us, and we would appreciate the opportunity to make things right. Thank you for bringing this matter to our attention, and we hope to have the chance to improve your perception of our practice in the future. Kind regards, Sarah, Patient Engagement Officer. Willows Health.
-
Review titled Telephone Appointment
Rated 3 stars out of 5
by Anonymous - Posted on 21 November 2023
Unable to get a face to face appointment, l was given a telephone appointment by the receptionist, unfortunately no time slot was given, so l had to wait by my cell phone because of poor reception, I waited by my phone all day from 8am until 6.30pm. But l did not get the phone call. Now l have to call the surgery for another appointment , not ideal has getting a appointment isn't straightforward. I don't enjoy writing this review but sometimes it is necessary to that this isnt acceptable and unprofessional
Visited November 2023
Review titled Dishley Grange Medical Practice
Replied on 03 January 2024
Dear Patient, We sincerely apologise for the inconvenience you experienced in scheduling and receiving your telephone appointment. This falls short of the standard of care we aim to provide to all our patients. We understand the frustration and inconvenience this has caused you, and we are committed to addressing this issue. We would like to assure you that we take your feedback seriously and are actively working to improve our appointment scheduling and communication processes to prevent similar situations from occurring in the future. We value your input and appreciate your patience as we strive to make necessary improvements. Please feel free to reach out to us directly so that we can assist you in rescheduling your appointment and ensure that you receive the care and attention you deserve. Thank you for bringing this matter to our attention, and we hope for the opportunity to restore your confidence in our services. Sincerely, Sarah. Patient engagement officer, Willows Health.
-
Review titled I’m going elsewhere
Rated 1 star out of 5
by Caroline West - Posted on 25 May 2023
This surgery treats does everything possible to prevent patients accessing services. I had to go private to get HRT prescribed after being dismissed here. They prescribe bare minimum amounts meaning I run out of eye drops before I can reorder them online. I spend time every month chasing availability of meds. They regularly withhold your meds until they’ve reviewed them, then offer no option to arrange an appointment for this in advance. I have a full time job and other commitments I can’t always drop in order to make an appointment the same day. Other healthcare professionals locally consider it a notoriously poor surgery.
Visited May 2023
Review titled Dishley Grange Medical Practice
Replied on 25 May 2023
Dear Patient, We are very sorry to hear that your recent experience with Dishley Grange Medical Practice did not reflect the standards with which we aim to work. Our patient’s experience is of paramount importance to us, and we would like to thank you for bringing your concerns to our attention. It would be much appreciated if you could kindly send a message to our Patient Service team at: wh.feedback@nhs.net to enable us to address and investigate your concerns fully. Again, we would like to thank you for your valuable feedback and allowing us the opportunity to resolve your concerns. Yours Sincerely, Patient Service and Quality Team.