Humberstone Medical Centre (IP Jones)
Humberstone Medical Centre, 150 Wycombe Road, Leicester, Leicestershire, LE5 0PRContact details and opening times
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Reviews
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Review titled Lack of care for elderly patients
Rated 1 star out of 5
by Anonymous - Posted on 12 July 2024
My mother is in her 80s and it's become extremely difficult to even book an appointment. Staff at the reception need to trained in customer services and how to read the notes on the system (not medical notes but just general information) all I got today huffing and puffing and how it was all confusing and she didn't understand!. My mother had a scan a few months ago and we have not been able to speak to the GP despite informing them that her breathing is getting worse. After several visits and lengthy phone conversations with reception staff, I have been given a telephone appointment for this afternoon and when I mentioned that I was in a meeting between 3 and 4, but available for the rest of the afternoon, I was told that if I was going to make an appointment I need to be available all of the afternoon! Some of us do have to work to pay our bills and they should give approx time of when you should expect to receive a call. Overall, very disappointed in the care my mum is receiving and hope someone from the ICB, Co-operate Affairs team review the services for elderly patients and their care givers.
Visited July 2024
Review titled Humberstone Medical Centre (IP Jones)
Replied on 06 August 2024
We understand how frustrating it must have been to face challenges in booking an appointment and communicating with our staff. Please rest assured that we take your feedback seriously and will address the following points: 1. Staff Training: We will ensure that our reception staff receive additional training in customer service and system navigation to improve their ability to assist patients effectively. 2. Appointment scheduling: We recognize the importance of providing a more specific time frame for telephone appointments. This issue is not unique to our practice but is a challenge faced nationwide. Since adopting the hybrid approach post-COVID, it has become difficult to provide specific time slots for telephone consultations. However, for face-to-face appointments, we always provide a specific time for your convenience. 3. Follow-Up on medical concerns: It is concerning to hear about the delay in follow-up after your mother's scan and the deterioration in her condition. We will prioritise reviewing her case to ensure she receives the necessary care promptly. Your mother's well-being is our top priority, and we regret that we have not met your expectations. We are committed to making the necessary improvements to provide better care for our elderly patients and their caregivers. If you have any further concerns or if there is anything we can do to assist you and your mother at this moment, please do not hesitate to contact us directly. Thank you for bringing this to our attention.
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Review titled Terrible service
Rated 1 star out of 5
by KJC - Posted on 09 February 2024
Given how incredibly hard it is to get through to this practice to even make an appointment, I think it is fair to expect that when you book one, the appointment actually takes place. I had an appointment booked for this evening, which I had been waiting for for a couple of weeks. I received no phone call at all, and had no information from the practice to inform me that this appointment has been cancelled. I had cancelled my own evening clinic to make sure I could prioritise my own health and well-being only to then find it a wasted cancellation as no one had the courtesy to call me. Can you imagine the reaction if a patient was to just not turn up and not let the surgery know? As patients we are owed the same respect that we are expected to give to the doctors at the surgery. If you cannot undertake the appointments you have booked, please have the common decency to let patients know, so we are not messing around the people that we work for, and ending up having to go through the entire rigmarole of trying to get through and get another appointment again. Absolutely shocking.
Visited February 2024
Review titled Humberstone Medical Centre (IP Jones)
Replied on 03 April 2024
Dear Patient, We are very sorry to hear that you had a bad experience with us. We always strive to provide a good service to our patients. We always inform our patients if there are any cancellations of our service. We don’t know on this occasion, how this has happened, and we failed to inform you about the cancellation of your appointment. If you provide your details with a bit of more information, we can then investigate this matter and get back to you. Once again, we are sorry for your experience with us but please be assured that we are doing everything we can to improve your experience with us with very limited resources that we have. Kind Regards Humberstone Medical Centre
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Review titled Ridiculous appointment bookings
Rated 1 star out of 5
by Anonymous - Posted on 14 February 2024
Both myself and my wife have recently had appointments booked by the practice that we have not been made aware of. No call no text nothing. The only way we were aware is from checking our records online. How on earth are we supposed to know to attend an appointment if we are not made aware of it?! Ridiculous I was there on Monday 12.2 pm waiting in subwait A and over heard two members of staff complaining about his bad working there is, and I quote, “it’s ridiculous no one (the F word was used here) listens to anyone - it was better when we didn’t have a team leader”. How very very unprofessional This practice has never been good but it’s turned into a shambles of late!
Visited February 2024
Review titled Humberstone Medical Centre (IP Jones)
Replied on 03 April 2024
Dear Patient, We are very sorry to hear that you had a bad experience with us. We always strive to provide a good service to our patients. We are surprised to hear that you did not receive a text message while an appointment was booked for you. It’s an automated service through our clinical system. We need a bit of more information from you so that we can investigate this matter and get back to you. The other issue you mentioned about the Team Leader, we agree with you. We are in the process of recruiting a New Team Leader. The job advert is on at the moment. We will try our best to recruit a good candidate this time but as you know it’s a unique role and there are very less trained people in the community to meet the criteria to fulfil for this role. However, we will try our best to select a better candidate so that we can provide improved service to you. Once again, we are sorry for your experience with us but please be assured that we are doing everything we can to improve your experience with us with very limited resources that we have. Kind Regards Humberstone Medical Centre
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Review titled 100 attempts, 24 hours on hold and still not got through
Rated 1 star out of 5
by Anonymous - Posted on 22 January 2024
Firstly I work for the NHS and know the challenges we all face and it saddens me to leave this. I’ve been trying to make an appointment for three weeks. I have made over 100 calls and spent over 18 hours on hold over various calls and it’s proving impossible to make an appointment I work full time and have my own caseload of patients so I simply cannot just spend hours on hold when I have a job to do The lowest queue position was no 13, on hold for 50 minutes then cut off. Then position 23, 29 and so on so you can imagine how long I was on hold ! I had ti book annual leave to try and make an appointment and still can’t get through Then there’s the issue of cost - though not a concern for me many cannot afford to spend money on hour long calls on hold when simply trying to make an appointment with their doctor The old system of it constantly being engaged was frustrating but this system is a joke. I know the staff are busy, so am I. But I’m left in a position where after 100 calls and over 24 hours on hold I have still not been able to get through. So I remain in pain, struggling and with no idea how to get an appointment as I cannot keep using my leave to sit on hold. Very poor service indeed
Visited January 2024
Review titled Humberstone Medical Centre (IP Jones)
Replied on 03 April 2024
Dear Patient, We are very sorry to hear that you had a bad experience with us. We always strive to provide a good service to our patients. We have recently upgraded our telephone system to cloud based telephony to provide better service to our population. We agree when you are dealing with hundreds of calls per day it is almost impossible to address everyone issues, even there is no issue with the telephone system. We have now increased our queue number to 20 so that you are informed your position and also implementing few other things so that when we are extremely busy you get the message from us to call back later. We also recommend our patients to call back later morning (usually after 10am) or early afternoon (2pm or afterwards) when our lines are less busy. Furthermore, we have recently introduced “Contact us online service” through our website which is open for all admin issues 24 hours including weekends (but response won’t be immediate) and some limited opening for clinical queries during the early hour of the day. Additionally, we are in the process of recruiting a few more Patient Service Adviser to handle the calls more efficiently. Once again, we are sorry for your experience with us but please be assured that we are doing everything we can to improve your experience with us with very limited resources that we have. Kind Regards Humberstone Medical Centre
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Review titled Poor Practice
Rated 1 star out of 5
by Nazir Ahmed - Posted on 19 January 2024
Hi I would like to make a complaint about Humberstone Medical Centre in Leicester. I called the surgery today to ask again for my list of vaccines which they had promised me I would receive in two weeks time. Two weeks has already elapsed and the receptionist informed me today that it could take upto four weeks. Additionally she could not confirm to me that my request is still pending and also how long it would take for me to receive my list of vaccinations. I am very disappointed. I need this information urgently as I am travelling abroad soon. Also, my wife has received her vaccination free from Johnson Medical Practice which is also in Leicester, however, I was informed by my surgery that I would need to go to a pharmacy to get it done. Would you please look into this matter urgently as time is running out for me as I need to travel. Note also that I suffer from RA and the stress this is causing me is likely to exacerbate my condition. Kind regards Nazir Ahmed
Visited January 2024
Review titled Humberstone Medical Centre (IP Jones)
Replied on 03 April 2024
Dear Patient, We are very sorry to hear that you had a bad experience with us. We always strive to provide a good service to our patients. We have stopped our travel vaccination service last year. I am surprised that you were promised to provide this service to you. If you can provide me the details of the person who provided this information to you will be helpful for us to investigate and get back to you. Travel vaccination is not a part of core medical service. There are many practices in Leicester who does not provide this service as it’s not a contractual obligation to provide this service. However, we regularly do the immunisation and vaccinations clinics that falls under the NHS guidelines but not for travel purpose. There are several travel vaccinations which requires special training and accreditation which we don’t have, and our GP Partners don’t wish to arrange this additional service due to shortage of nursing staff. If you require the vaccination for travel purpose, please do visit your nearest pharmacy, they should be happy to offer this service to you. Once again, we are sorry for your experience with us but please be assured that we are doing everything we can to improve your experience with us with very limited resources that we have. Kind Regards Humberstone Medical Centre
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Review titled Awful service
Rated 1 star out of 5
by Anonymous - Posted on 10 December 2023
I continually have an issue with my medication that I’ve been on for the last 4 years. I’m never informed when I need a review and only find out when I go to request the next prescription. I call the GP and after being on hold for usually 45 mins I am told they don’t have any appointments for a review of medication for weeks, leaving me with barely any medication left. Surely the GP surgery is aware you cannot just abruptly stop taking prescribed medication. I’ve had this issue again on Thursday last week, the GP did not tell me what time they were going to call and due to working in the NHS myself I am not allowed to have my phone with me constantly. When I realised I had missed the phone call I called the GP back to be told they would try again. I answered the call at 16:07 and was immediately cut off. When I called back the GP it said the practice was closed at 16:08 when they should be open until 18:30. There needs to be better communication regarding medication reviews and a general idea of when the GP will call.
Visited December 2023
Review titled Humberstone Medical Centre (IP Jones)
Replied on 13 December 2023
Dear Patient, We are very sorry to hear that you had a bad experience with us. We always strive to provide a good service to our patients. If you require any medication review, please be informed that we have pharmacists work in this practice who can do your medication reviews. You don’t need a GP appointment for this. Regarding your telephone appointment timing, this is not something that our Practice adopted; it’s the procedure almost everywhere in the country since COVID started. Please be informed that we do still see patients Face-to-face. It’s just a new way of working derived from COVID experience which works better for many of our patients. You mentioned that one day we were closed @ 16:08. Can you specify the date for our investigation please? We are not aware of this which requires further investigation. We only close on PLT (Protective Learning Time) days which is once in a month and some Thursdays. PLT day is designed to provide training for our staff and when we are closed on Thursdays, our telephone lines are diverted with clear message for patients to book appointments with another provider. Once again, we are sorry for your experience with us but please be assured that we are doing everything we can to improve your experience with us with very limited resources that we have. Kind Regards Humberstone Medical Centre
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Review titled Annoyed
Rated 3 stars out of 5
by Anne Harper - Posted on 13 September 2023
It might be an idea when requesting a urine sample that you inform people that you need to use a container supplied by the surgery. Bus journey to take the sample which was rejected then another to take the correct one, struggling with back pain after waiting months for a scan which I doubt will happen. A bit more communication would be helpful.
Visited September 2023
Review titled Humberstone Medical Centre (IP Jones)
Replied on 14 September 2023
Dear Anne, Thank you for your comment. We don't know why you aren't informed that you have to collect the sample bottle from the practice. It could be the case that we have a few new reception staff who were not informed about the procedure. But please be assured that we will mention our reception team about this and make sure all new starters are aware of this in the future. Kind Regards Humberstone Medical Centre
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Review titled Good Service
Rated 5 stars out of 5
by Anonymous - Posted on 27 July 2023
Very good experience of using this surgery in all the years that i have been registered with them. All staff are very helpful especially the reception team. I strongly recommend the practice to other patients.
Visited July 2023
Review titled Humberstone Medical Centre (IP Jones)
Replied on 14 September 2023
Dear Patient, Thank you for your feedback. We always want to hear from you. Please keep on posting your experience which will always help us to provide a better service for you. Our whole team works very hard to provide an excellent service to our entire population. Therefore, positive feedback like this is always highly appreciated, something to gear us up in this current atmosphere. Kind Regards Humberstone Medical Centre
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Review titled Rediculous customer service!!
Rated 1 star out of 5
by Anonymous - Posted on 19 June 2023
I needed to make at least 200 calls just to book an appointment, and then gave me a phone call appointment which i can understand due to how busy they are, but they kept me waiting from 9am to 6:30pm for somebody to call but received nothing, they could’ve at least sent a text message, but nothing. I am very disappointed and urge for this GP to get improved soon.
Visited June 2023
Review titled Humberstone Medical Centre (IP Jones)
Replied on 14 September 2023
Dear Patient, We are very sorry to hear that you had a bad experience with us. We always strive to provide a good service to our patients. For your information, we have recently purchased a cloud-based telephony system to provide a better service to our patients. Our reception team tries their best to help our patients. Our lines are always very busy in the early morning. Therefore, we would kindly advise you to call later on the day when our lines are less busy, usually after 11am or after midday. Hopefully this will improve your experience with us. Kind Regards Humberstone Medical Centre
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Review titled Waste of time
Rated 1 star out of 5
by Paul Ashcroft - Posted on 16 June 2023
I had a appointment at 4.10pm I left early and checked in at 4pm.Come 4.25 and still wasn't called, I ask the receptionist how much longer I would have to wait and was told a least another 30 mins. There was no way I could wait that long as I had to get back work and also people were coming into the centre and getting called for my doctor before me. No one told me they were running late when I arrived. This was the first time I had been doctors for years and I am very unhappy with the surgery, I had a look at reviews on line and this centre has only 2 out of 5 stars and I can understand why.
Visited June 2023
Review titled Humberstone Medical Centre (IP Jones)
Replied on 14 September 2023
Dear Patient, We are very sorry to hear that you had a bad experience with us. We always strive to provide a good service to our patients. We will share your comments with our team and inform our reception colleagues accordingly so that if any clinician runs late on your future visit to our practice, you are informed this on a timely manner. Kind Regards Humberstone Medical Centre