Leen View Surgery
Bulwell Riverside Centre, Main Street, Bulwell, Nottingham, Nottinghamshire, NG6 8QJContact details and opening times
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Reviews
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Review titled Staff reception
Rated 1 star out of 5
by Anonymous - Posted on 12 February 2025
Very rude and quick to ask what’s the problem then they decided if you can have an appointment. They keep back ones for others and quick to dismiss you. Now they find it easy to send you online for a 3 day wait as they now don’t need to book you at all.
Visited February 2025
Review titled Leen View Surgery
Replied on 18 February 2025
Dear patient Thank you for your feedback regarding the service provided by Leen View Surgery. My name is Debra Juett and I am the practice manager at the surgery. I would like to offer my sincere apologies that you were unhappy with your recent contact with us. Our reception team have been trained to signpost patients to the most appropriate service. This may mean an appointment with a doctor, nurse, physiotherapist, clinical pharmacist or a referral to another team, this is why they ask questions when patients call. I apologise again if you felt that the staff were rude. Your feedback will be discussed at a team meeting to see how we can improve. We do not hold back appointment for individuals and we do treat all patients fairly. We ask that if able, that patients contact us through the NHS App or through our website. This way you will be contacted back with either an appointment or with further advice and we do contact you back within 72 hours but sooner if we are able. If you would like to discuss your comments further, I will happily meet with you or talk over the phone, please contact me on the usual number, if I am unavailable please leave your details and I will call you back. Once again, apologies for your negative experience. Kind regards Debra Juett
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Review titled The appointment system must change
Rated 1 star out of 5
by Anonymous - Posted on 20 January 2025
I have the best experience with the doctors and nurses of this practice. But the administration needs improving and that is an understatement. Working people cannot afford 40 minutes on the phone line to get to a "rushed person" to book an appointment for the same day. Currently the website says we can use the NHS app to book appointments. It is only working for blood tests. Please revise and change the booking system. You must find a better way to filter the "time-wasters" from the people who really need to see a GP. The phone line is not working.
Visited January 2025
Review titled Leen View Surgery
Replied on 31 January 2025
Dear Patient I am the Practice Manager at Leen View Surgery. Firstly, I would like to thank you for your feedback and apologise that you are unhappy with our appointment booking system. Our telephone system is soon to be upgraded and you will be able to opt out of waiting in the queue and you will be automatically called back when your call is at the front of the queue. This will save you from waiting for us to answer. I do understand how frustrating this can be especially first thing in the morning. We are also encouraging the use on online services including the NHS App. You can send us a message on the App and also through our website www.leenviewsurgery.co.uk you are able to send medical and admin queries. A member of our team will contact you back within 72 hours with a solution, this could be a face to face appointment, telephone call, medication or a letter, we could signpost you to other agencies or update you on an hospital appointment or referral. It would take the need to ring away and this would relieve the stress that can be caused when trying to get through. Once again, thank you for feeding back. We use your views to improve our service. If you would like to discuss this further please contact the surgery and I will happily arrange to speak with you. Kind regards Debra Juett
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Review titled Impossible to get an appointment
Rated 1 star out of 5
by Anonymous - Posted on 26 November 2024
It is impossible to get an appointment, calling at 8am simply doesn’t work for many people who have jobs, waiting on the phone for hours also isn’t manageable for most people. When you do get though, there are never any appointments left. And then when you do eventually gain an appoint you turn up only to be left waiting for and your and the nurse/doctor not even bother turning up to work, of course none can be bothered to tell you there is no one available to conduct your appointment! Been trying for 4 months for an appointment only to actually get one, turn up and be told they can’t carry out what I needed, and I have to wait another 2 months. Something that if the receptionist had informed me of I would have known I needed to wait. It’s a shambles.
Visited November 2024
Review titled Leen View Surgery
Replied on 20 January 2025
Dear Patient Thank you for your feedback regarding the services provided by Leen View Surgery. I am the Practice Manger at the surgery and I would like to apologise for your negative experience. You have been experiencing difficulty when trying to contact us by telephone and then trying to get an appointment. We are currently promoting the use of the NHS App and also ask that you contact us online through our website. This takes away the issues you have experienced on the telephone. If you are able to use this method I encourage you to try it when you next need to contact us. When we receive your message we contact you and we are then able to arrange an appointment when convenient for yourself. We are also having a telephone system upgrade which will enable you to opt for us to call you back which means you will not need to wait in a call queue. I cannot comment on the waiting time you experienced when you arrived for your appointment or on the staff member who was not available but if you would like me to address this I ask that you contact me at the surgery and I will happily meet with you or give you a call. We do appreciate your feedback as we try to improve our services where we can. Again, please feel free to contact me to discuss in more detail. Kind regards Debra Juett
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Review titled Doctors are good but reception are rude
Rated 2 stars out of 5
by Anonymous - Posted on 22 March 2024
This doctors seems to have lovely staff however the reception bar one staff member on there have been the worst part about my visit here. The staff are rude, make comments about you to one another while you’re on the phone, don’t read your notes regarding times to contact and preferred contact methods. I am a carer myself and work night shifts and specified this on an online appointment request form, after chasing up the appointment and trying to book one in the meantime (with no luck) I waited out the online form, I had two miss calls on a morning I specifically said not to contact me on, this was written in my notes and also on my online form. I called back the number and realised it was the doctors to my confusion and stated to them when I managed to get through that I had two missed calls and didn’t know why, this was then met with a very brief explanation, chats and comments with the colleagues next to them and followed by a rude comment basically saying I should have picked up if it was needed, I then stated that I work nights to be met with the response of “you should have stayed this in your form”, I explained that I did in both my appointment notes and personal notes on my profile and then they just said “you’ll have to try again we have nothing for you, bye”. I wouldn’t have minded as much because everyone has bad days and such where they forget things despite it being in a basic job description but there wasn’t even an apology and that’s the part that bothered me the most. If there was a simple apology rather than being brushed off and hung up on I would have came away from the conversation more happier than I did.
Visited March 2024
Review titled Leen View Surgery
Replied on 09 April 2024
Dear Patient Thank you for your feedback. I am Debra Juett, Practice Manage at Leen View Surgery. I would like to offer my sincere apologies for the poor experience you received from our surgery. I read from your feedback that your contact with us was not satisfactory. There seems to be a lot of issues with your contact with us and you did not get the desired outcome. If our staff came across as rude and unhelpful then I apologise again. I will use your feedback as an anonymous example at a staff meeting to try and improve our service and the way in which calls are handled. If you would like to speak to me directly I would welcome you to contact me to discuss this matter further. Please contact the surgery and ask for me personally and I will get back to you. Kind regards Debra Juett Practice Manager
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Review titled Good Response
Rated 5 stars out of 5
by Anonymous - Posted on 15 February 2024
Before an elderly relative was admitted to hospital, the Surgery were excellent in assessing him and finding the right route forward. Also excellent in the support the family member, on his discharge from hospital, received from the Surgery. I consider this Surgery a very good one, with the Patient in mind,
Visited February 2024
Review titled Leen View Surgery
Replied on 09 April 2024
Dear relative Thank you for your positive feedback. We are pleased that the service and treatment provided by the staff at Leen View Surgery was to your satisfaction. We do our very best to ensure all our patients are treated well and that family is also supported. Your comments will be passed to the rest of the team. Kind regards Debra Juett Practice Manager
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Review titled General
Rated 1 star out of 5
by Anonymous - Posted on 08 December 2023
Never acknowledged when waiting to get booked in. Standing whilst two person have a collective conversation in front of you so you can here the details yet they don’t acknowledge you. Very rude and no confidentiality. No politeness. Not the first time either.
Visited December 2023
Review titled Leen View Surgery
Replied on 12 December 2023
Dear Patient My name is Debra Juett and I am the Practice Manager at Leen View Surgery, I am very sorry for your experience during your recent visit. Our reception team are trained to deal with our patients in a friendly, confidential and professional manner and I apologise again if this was not the case when you visited. I will discuss your feedback with the team to help prevent this situation from reoccurring. If you would like to speak to me in person to discuss this further I will happily arrange to see you. Please contact the surgery and ask to speak to me. Thank you for taking the time to leave feedback. Debra Juett Practice Manager
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Review titled Ignorant management
Rated 1 star out of 5
by Andy Newburn - Posted on 23 January 2024
The only good thing about this Dr's are the nurses because the Dr's forget to make the referral that I needed and Apparently the practice manager is too even spare 5 minutes for a phone call or to respond to a letter.
Visited September 2023
Review titled Leen View Surgery
Replied on 24 January 2024
Dear Mr Newburn Thank you for your review and apologies that you are unhappy with the GPs and management at Leen View Surgery. I am the Practice Manager and you are scheduled for a telephone call today as previously arranged with you. I can understand your frustration when you are waiting for contact from the practice and hope you can understand that at times we are very busy. I will discuss your concerns about the referral mentioned in your comments and try to resolve this. I will pass onto the nurses that you are satisfied with the care they provide and I will happily discuss your concerns during our call. Kind regards Debra Juett - Practice Manager
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Review titled Superb Service
Rated 5 stars out of 5
by Joanne - Posted on 14 June 2023
The service here is nothing short of outstanding. Yes, waiting to get through on the phone can be frustrating but it’s how all surgeries are now. I’ve had a couple of health problems since having my children. I felt embarrassed about them but I’ve been treated with nothing but dignity and respect with this surgery. They’ve been so kind over the phone and always accommodated my requests. There has even been a time I was really desperate for help, I couldn’t get through so I emailed. It isn’t the usual way to get an appointment but the lady knew I needed help urgently so she called me straight away. I will be forever grateful, she didn’t know how she saved me that day. I had a negative view of the surgery when I first joined but actually, they’re all really lovely and do want to help. That includes the doctors.
Visited June 2023
Review titled Leen View Surgery
Replied on 15 June 2023
Hi Joanne Thank you for the time you have taken to leave feedback for Leen View Surgery. You rightly mention how busy the phones are especially first thing in the morning. We are constantly trying to improve this. We are really pleased that you managed to get an appointment and are happy with the care and treatment provided by the whole team at the surgery. Your comments will be discussed with the team as it is nice for us all to hear that we are doing a good job! Kind regards Debra Juett - Practice Manager