Oakwood Lane Medical Practice
2 Amberton Terrace, Leeds, West Yorkshire, LS8 3BZContact details and opening times
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Reviews
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Review titled Disgracefully unorganised
Rated 1 star out of 5
by Anonymous - Posted on 19 December 2023
They tell you to call at 8am but there's there's message telling you that the phone line is at full capacity. So you keep calling and calling until 20 mins later you are informed you are caller 20.....after over 50 mins on hold you get to speak to a receptionist who sounds like she hates her job telling you there are no more appoinemts and to call again tomorrow. You do this for 3 days and start wo during how the hell they are still functioning and allowed to call themselves a medical practice. What are resources being spent on if you never have the capacity to deal with ant patients. Awful
Visited December 2023
Review titled Oakwood Lane Medical Practice
Replied on 20 December 2023
Dear Patient, I am sorry that you have been struggling to contact us and it feels like we aren’t trying to help. To give some context, we aim to provide between around 160 GP appointments per day, of which 60 are available for same day booking. We used to book everything on the day for GPs but we changed that about 10 months ago as patients told us that they wanted to be able to pre-book appointments with GPs to suit them. Cases of flu and covid are rising so this is adding to the pressure on appointments. As a result, we are receiving around 500 calls and 100 PATCHS a day, along with patients coming into the practice. Even if we put all appointments available to same day, we still would not have enough appointments for everyone who wants one. We have to prioritise the most clinically vulnerable as much as we can. We can and do offer other clinical appointments such as MSK or clinical pharmacists for medication reviews and it is why, at this time of year, many patients are asked to consult their community pharmacist for coughs and colds. We do know that there is more we can do to reduce call waiting times. We are delighted to have recruited two new members to the Reception team. The team finds it equally frustrating that they can not offer all patients what they want - no-one is happy with the challenges that we face. Even the most well-trained of us have times when it feels really hard. We are also looking at our telephone system and appointment booking system and the NHS App to see if there is more that improved technology can do to help us help you. We are constantly trying to find all the small ways that we can to improve. It is frustrating that, despite proving appointment levels for GPs above national average for the size of our practice (and 83% within two weeks), we know that many patients are left feeling unhappy. It is the daily reality for all of us – patients and healthcare teams together. We can only keep trying. If you would like to talk to me more about this issue, please do get in touch via an email to the practice. Lindsay Gollin, Practice Business Manager
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Review titled Changing the practice
Rated 1 star out of 5
by Anonymous - Posted on 31 July 2023
I usually don’t have any issues that I’d to use the surgery a lot but lately when has to the experience been awful starting from staff sitting on reception no manners to talk to patients, very rude behaviour and you will never get a F2F appointment. Also if you had bloods done no one will ever bother informing you about results given they were abnormal too. I was shocked that after a month I inquired about the results myself and they were abnormal and needed to start the treatment which no one actually bothered. This surgery should be shut down!
Visited July 2023
Review titled Oakwood Lane Medical Practice
Replied on 11 August 2023
I am really sorry to hear of your experiences. I would really like to investigate further to find out exactly what happened in your case so I would be very grateful if you would feel able to contact either Lindsay Gollin or Paula Thompson at the practice. There is a clear process with regards to communicating abnormal blood results so I would like to learn what hasn't worked in your situation. Many thanks, Lindsay Gollin, Practice Manager
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Review titled I have had fair service
Rated 3 stars out of 5
by Anonymous - Posted on 02 June 2023
I have good and respectful from most staff member but I have encounter staff member not as friendly when talk to them. I have ask about service they provide but got contradictory information from staff member saying do offer this service and other staff member say they don't same service.
Visited June 2023
Review titled Oakwood Lane Medical Practice
Replied on 06 June 2023
Thank you for taking the time to leave us some feedback - I am very glad to hear that you find the majority of our staff to be friendly and respectful. I am concerned, however, that this is not always the case and that you have also been told two different things about the services we offer. I would like to know more so that we can look into what this has happened. If you are happy to talk to us further, please contact me or Paula Thompson, our Interim Operations Manager, via the practice or drop us an email to oakwoodlane.medicalpractice@nhs.net. Lindsay Gollin, Practice Business Manager
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Review titled No way to run a medical practice
Rated 1 star out of 5
by Stewart Sheehan - Posted on 24 June 2023
I tried ringing the practice on 12 June simply to change my appointment for my annual review with the nurse. I have just received my telephone bill and discovered that I was on the phone for 69 minutes and 8 seconds at a cost of £19.12. This one phone call for a simple request represents one third of my quarterly phone bill, and the practice believes they are doing a good job. This is not a good way to run a business.
Visited June 2023
Review titled Oakwood Lane Medical Practice
Replied on 04 December 2023
Hi Stewart, We have had a couple of detailed and very helpful conversations since you posted this. You were kind enough to say that this review was left in the heat of the moment and that you would retract it if you could. I will look into this as we agreed but in the meantime, I am glad that we were able to reach a good understanding. Many thanks for your time. Lindsay Gollin, Practice Business Manager
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Review titled Very poor service
Rated 1 star out of 5
by Anonymous - Posted on 08 June 2023
The Patch system is a waste of time. I do not understand why patients have to wait 10 days for a five minute phone call. It would be quicker to actually phone patients back as it is to send all these useless emails and text messages. I tried to phone the surgery (35 minutes on hold) to ask why the doctor had not phoned me back only to be told it was next week!!!! My fault I should have read the message properly but when you contact the surgery on a Monday you don't expect to be waiting 10 days. I very rarely use the doctors as I do not want to be a drain on the system but this is just ridiculous. Not surprised really when the surgery wastes time on pointless asthma reviews on patients who have had Asthma for 50 years with no change. Waste of time as I don't need to be shown how to use an inhaler!!!!
Visited June 2023
Review titled Oakwood Lane Medical Practice
Replied on 11 August 2023
I am sorry to read how frustrated you are with the timeframe in which we are currently able to deliver appointments. The demand for GP appointments is unprecedentedly high. We are still trying to balance the needs of people with acute short-term illnesses alongside patients who need care for more long-term conditions. We understand that it is frustrating to have to wait but we have to prioritise those who need care most urgently. Tools such as PATCHS should help us support patients like yourself who need minimal care support for well-controlled asthma each year. Many people find it useful to be able to deal with more straight-forward queries via text or email. PATCHS is a new tool to us and is being rapidly updated so we know that it is not yet fully working to the best potential. We review it regularly after each new software release. I am unable to investigate your own circumstances further as this is an anonymous post but please do contact me via the practice if you would like to discuss any of this in more detail. Lindsay Gollin, Practice Manager
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Review titled Excellent treatment
Rated 5 stars out of 5
by James miller - Posted on 30 May 2023
Visited the practice today to have stitches removed the nurse who looked after me was brilliant what a great addition to the practice thanks
Visited May 2023
Review titled Oakwood Lane Medical Practice
Replied on 31 May 2023
Dear Mr Miller We are so pleased that you had a positive experience today. Thank you for letting us know. I have shared your kind words with her and she was really encouraged and happy. It makes a huge difference to the team to get positive feedback. Many thanks, Lindsay, Practice Business Manager
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Review titled Poorest experience ever
Rated 3 stars out of 5
by Laura M - Posted on 05 April 2023
Interestingly enough up until this year the practice has been wonderful, unfortunately from December 2022/April 2023, myself and my child’s health care has been shrugged at, including on one specific appointment that was initially held in a room upstairs, also the lift was out of order, so had to delay the appointment to have an accessible room, then the doctor assuming my child was my friend/partner,( we have attended the surgery for over a year) I have limited mobility and at my last appointment was continuously asked to move out of my wheelchair to the bed to be examined, which was on this day impossible due to my physical limitations, the staff member then refused to take my appointment any further, overall I had left the surgery feeling worse than I was before attending.
Visited March 2023
Oakwood Lane Medical Practice has not yet replied.
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Review titled No one seems to care
Rated 1 star out of 5
by Tasneem Suleman - Posted on 14 February 2023
I have had an on going problem for a long time which the doctors are supposed to be monitoring and it is affecting my everyday life. Seems like the doctors don't care at and have forgotten. Receptionists are rude and think they know better about your problem than you do. They find any excuse so they don't have to give you a same day appointment. None have customer service skills or know how to talk to patients .
Visited February 2023
Oakwood Lane Medical Practice has not yet replied.
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Review titled Reception Diagnosing My Problem
Rated 1 star out of 5
by Andy Shutt - Posted on 08 November 2022
On my ninth attempt to get on the call waiting list I eventually got into the call que, I then waited 35 minutes for a person to answer my call. (photographic evidence). I asked for an appointment with a doctor, I was asked what my problem was, I gave details of my symptoms and the person on the call gave me a diagnosis and told me to see a physiotherapist and not a doctor. The pain I have is the area of my kidney. I am not satisfied with the call wait but more un-happy that the un-qualified person on reception is diagnosing my problem. I had to insist on an appointment and eventually I was told a doctor would call me. This is totally un-acceptable If you go back to your feedback I am a very positive person and have left top positive feedback to services received from the nurse practioners, on more than one occasion but I was left shocked by this experience.
Visited November 2022
Review titled Oakwood Lane Medical Practice
Replied on 08 November 2022
Dear Mr Shutt, Thank you for your feedback. I am sorry to learn about your dissatisfaction with our service. We are happy to look into this further to establish in more detail the circumstances surrounding this incident. The complaints manager will be in contact with you directly to progress this complaint. Best wishes, Oakwood Lane Medical Practice
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Review titled Texts need altering
Rated 3 stars out of 5
by Anonymous - Posted on 18 October 2022
I have just recieved a text from you saying that i need to book another blood test in 8 weeks, fantastic great service. i then spend over 40 minutes on the phone to be answered by a very polite receptionist , no problems there, but then to be told form her that those appointments are not on the system yet and to call back in a few weeks. Why dont you just send them out when we can book them or say in the text to call in a few weeks.
Visited October 2022
Review titled Oakwood Lane Medical Practice
Replied on 08 November 2022
Thank you for your feedback. I am pleased you liked our text message prompt to book an appointment and that you were received well by our reception team. We will pass on this feedback onto the reception team as we know they will appreciate it. However, I am sorry to hear about the long wait on the phone and the inconvenience you had when calling the surgery to book an appointment. We can see how this must have been frustrating and for that we apologise. We will look at our process for sending out text invitations and at least check the appointments are on the system before sending out the invites in future rather than just presuming they are which I suspect happened in this case. Thank you again for this feedback and for giving us the opportunity to sort this out. Best wishes, Oakwood Lane Medical Practice