Lion Health
2 Lowndes Road, Stourbridge, West Midlands, DY8 3SSContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Great experience
Rated 4 stars out of 5
by Anonymous - Posted on 05 October 2023
I wanted to praise the surgery for their help when I attended with my daughter who was not in a good way mentally. We were told a doctor would call my daughter back as soon as possible A doctor from the surgery called us back straight away and my daughter was seen within 15 minutes. I just wanted to praise the reception staff and the doctor for their prompt and caring attitude. It helped me and my daughter at a stressful time.
Visited September 2023
Review titled Lion Health
Replied on 06 October 2023
Dear Patient, Thankyou so much for taking the time to feed back on your recent positive experience at the surgery and treatment your daughter received. I am so pleased this has been a supportive and impactful interaction for you and your family, and will ensure these positive comments are shared with the team. Kind regards LH
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Review titled Concerned
Rated 3 stars out of 5
by Anonymous - Posted on 12 September 2023
Having managed to avoid catching flu and covid I rang this morning to book my vaccinations and am little concerned to find that the first appointment I can get is 21st October. We have followed all instructions and advice since March 2020 so was surprised that I have to wait nearly 6 weeks to protect myself. Hopefully by continuing to restrict my activities I will be able to avoid these illnesses again which will be good for me and save the NHS.
Visited September 2023
Review titled Lion Health
Replied on 06 October 2023
Dear patient, I am sorry you were unable to obtain an appointment earlier in the autumn season; for eligible patients there have been appointments in vaccination clinics since 30.09.23 to be booked so I am unsure on why dates in mid/late October were the earliest on offer to you at the time of writing. I hope you have been able to access an earlier appointment in recent weeks as we have extensive capacity. Regards, LH
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Review titled Terrible practice
Rated 1 star out of 5
by Sarah kendrick - Posted on 09 August 2023
I tried to get an appointment for my son for three days only to be told there were none left after phoning at 8am every morning! Full capacity and all appointments gone for the day, same old story. He has a lump on his neck and as a patient they have a care of duty to see him. We have now changed doctors as my husband can't get an appointment now for his ear, it's an absolute joke! He has had to phone 111 who told him he needed to see his local GP and explained he couldn't get an appointment so they directly emailed the practice to sort something out. He is now seeing a paramedic to deal with his problem. The time taken when poorly to try and see a doctor is ridiculous my poor son was worried for days. I am so glad we had the option to switch doctors and go to a much better, well managed surgery but not everyone has that option. Something needs to be done for other patients to recieve better service and actually get to see a doctor when they are ill!
Visited July 2023
Review titled Lion Health
Replied on 29 August 2023
Dear Sarah, We are sorry to hear you have had a negative experience at our surgery and felt you needed to move away from Lion Health. We aim to offer a good service to our patients, accepting that we may never be able to match patient demand in its entirety. We are taking steps to actively review and improve services all the time, and will continue to make these amendments and improvements with patients at the core of any and all changes. Regards, LH
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Review titled 5* service
Rated 5 stars out of 5
by E Kelly - Posted on 21 July 2023
Myself and my family has been with Lion Health for many years. Despite challenges post COVID, lion health staff have really worked hard to provide for their patients and meet their needs. I am so impressed how responsive this surgery is, how they listen to patients and accommodate different ages i.e there are lots of online function available to us and they have improved their telephony system (navigation) so that calls are answered in timely manner. From reception, Dr's and Practitioners has been superb, they remain professional, compassionate and kind despite looking very tired, fed up and exhausted with the demand. Thank you Lion Health you will never satisfy all patients with the changes and I know COVID has brought us new ways of working which I am sure as people we will get use to. I am impressed with your telephone system, online service and how helpful everyone has been.
Visited July 2023
Review titled Lion Health
Replied on 24 July 2023
Dear E Kelly Thankyou so much for your feedback and for taking the time to share this with us- it is so appreciated. We are delighted to hear of your positive experience(s) and continued support. We are so pleased we have been able to offer you the same support back and you are able to see some of the changes we have made. I will ensure your feedback is shared with our Practice teams. Kindest regards LH
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Review titled Terrible service
Rated 1 star out of 5
by Martin Whelan - Posted on 08 August 2023
Monday I attended a annual high blood pressure review the nurse did a fantastic job. However I also spoke about a suspected skin mole she advised me to see the chemist. Which I did straight away he advised me I need to see a doctor as could be skin cancer. So I went directly to the reception desk explained to her what had just been said obviously very worried. However she then couldn't book a appointment told me the only way was on line or Try and call via there ridiculous call centre. I've tried 5 times now on line to get a appointment each time to have the appointment not available by time I have entered what the appointment is for it is absolutely useless. Surely if a patient has a potential cancer of any sort the reception should book a appointment at the desk. Sick and tired of being told that they can't. Please please please lion health sort your selves out maybe go back to a sit and wait service and maybe have appointments available in afternoon early evening for people who work and can't actually just get to the doctors
Visited July 2023
Review titled Lion Health
Replied on 10 August 2023
Dear Mr Whelan, Thankyou for your feedback and we are sorry to hear you have been frustrated in your attempts to obtain an appointment this week. I would like to reassure you that a review of ratio's of pre bookable and 'on the day' appointments, as well as the times appointments with our clinicians are released throughout the day have always been and will continue to form part of the discussion on improving our appointment system at Lion Health. Unfortunately we have no control over the speed at which our appointments, online , at the desk or via the phone lines are booked but can understand this feels frustrating when you have found an online bookable appointment and somebody else books it before you can do so. We can see you were successful in obtaining an appointment the next day which is reassuring. As I am sure you can appreciate there are positives and negatives to any appointment system and one size will not fit all, but we absolutely will take your feedback on board and use it to inform future directions and changes. Thankyou again for your feedback. Lion Health
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Review titled Extremely difficult to get an appointment
Rated 2 stars out of 5
by Anonymous - Posted on 07 June 2023
The approach to booking appointments is that you have to use Patient Access to book, appointments are released at 7:30am each day, and disappear before you get chance to select them.
Visited June 2023
Review titled Lion Health
Replied on 09 June 2023
Dear patient, We are sorry to hear you have struggled to obtain an appointment using patient access. By way of reassurance we can confirm that there are appointments available to book online and in advance via the telephone and at the desk from 0730, and also released at 1200, 0800 and 1900 across the week to attempt to give the best opportunity for our patients to get access. We take all feedback on board and will use it help inform and future changes/ alterations to the system. Kindest regards LH
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Review titled can not get on line appoiment or telephone appoiment
Rated 3 stars out of 5
by Anonymous - Posted on 16 June 2023
I looked at patient access on times that were stated nothing came up i tried phoning at 8 but was told queing was at capacity and to try again later how can this happen as first time i called i was told the surgery was closed i called again and was told to call back later i am not going to keep calling as i know all appoments will be gone how can calls be at capacity at 1 min past 8 thanks.
Visited June 2023
Review titled Lion Health
Replied on 19 June 2023
Dear patient, We are sorry to hear you have been frustrated with trying to obtain an appointment last week. We do have appointments available to book online, however as with all other appointments they are a finite resource, and once they have been booked by other patients- they will not be available. Our new phone system enables us to advise patients at the earliest opportunity, through recorded messages, when our acute appointments have been booked for that day- to enable those who do not have acute concerns to choose whether to hold or call back another time/ seek medical attention through another route if appropriate. We are sorry that this causes frustration and gives the impression there is a lack of capacity- however we do offer hundreds of appointments across different clinical and non clinical staff every day to try and meet the needs of our patients. Regards LH
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Review titled I have never felt more reassured.
Rated 5 stars out of 5
by Jasmin S - Posted on 19 May 2023
The lovely Dr I spoke to this morning made me feel so reassured. This was my first appointment with Lion's Health and not only did she listen to me, she gave me a plan of action and an idea of what treatment would be should tests come back clear. With how stressed I've been dealing with my issues, I feel better for speaking to her. I have to say the receptionist that spoke to me this morning was very kind- I have rang twice and both times they've been friendly and helpful. Having just joined the surgery I find this all really reassuring.
Visited May 2023
Review titled Lion Health
Replied on 22 May 2023
Dear Jasmin, Thankyou so much for your feedback and taking the time to post your review. It really means a lot to us that our patients have a good experience and we are so pleased to hear that you had a good experience with one of our Doctors and felt supported, and also were supported by our reception team on making contact with the surgery. Once again, thankyou for taking the time to feed back your thoughts. Kindest regards LH
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Review titled Can't get an appointment. Don't know what to do.
Rated 3 stars out of 5
by Matt - Posted on 05 May 2023
Have put off trying to get an appointment for a while now as I know it's difficult, which is a factor I've always accepted, but rising anxiety means that I now can't put off seeing a doctor any longer. Have tried phoning every morning this week at 8am but can't even get into the phone queueing system. I understand there are only so many appointments that can be offered due to the number of GP's available but surely, if after a week of trying, I am still unable to even get through, the service is failing its patients. Much seems to have been said about the amount of people that the service caters for and the only logical response is that it seems that Lion Health is over capacity and the system unfortunately cannot cope. I am concerned that I am now, genuinely, at a loss as to how I can get an appointment with my GP.
Visited May 2023
Review titled Lion Health
Replied on 09 May 2023
Dear Matt, We are sorry to hear you are struggling to get through to our reception team in the mornings and can appreciate how frustrating this would feel. Our new phone system allows a certain number of callers in the queue at any one time, to try and help reduce phone waiting times as our patients have fed back this is a frustration. As you mention, appointments are a finite resource, however, we do offer hundreds of appointments every day across our clinicians and allied health teams and are working to improve this breadth all the time. We do also have appointments available to book online, in advance every day- releasing throughout the day some at 0730, some in the afternoon and some of an evening for up to two weeks in advance. Again, the breadth and availability of our appointments is something we are always considering and will take all feedback on board in order to make improvements. If you do not already have access through the NHS App please do visit our website to find out more information- or ask at reception. Kindest regards LH
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Review titled Can’t get an appointment
Rated 1 star out of 5
by Anonymous - Posted on 17 April 2023
I’ve tried ringing the surgery at exactly 8am only to be told that the telephone queing system has reached capacity and to try again later and then you are cut off. When you try calling back, the same, you are cut off Then by 8.15am the message says ‘all the appointments are now gone’ How can you get a doctors appointment??
Visited April 2023
Review titled Lion Health
Replied on 18 April 2023
Dear Patient, We are sorry to hear you had a poor experience upon calling into the surgery this week. To reassure you, we do offer pre bookable, online bookable and on the day appointments- as well as our urgent on the day capacity for issues that cannot wait. We offer hundreds of appointments each day across our wide clinical team. We apologise that your experience interacting with our phone system has been frustrating, and will share this information with the relevant teams to ensure we remain aware of and monitor any issues. Kindest regards LH