Robin Lane Health and Wellbeing Centre
Robin Lane, Pudsey, West Yorkshire, LS28 7DEContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Above and Beyond
Rated 5 stars out of 5
by Anonymous - Posted on 26 November 2024
Over the past 11 months both myself and my husband have required support from the practice. My husbands support was for his mental health. A GP at the surgery has supported my husband for the past 6 months. She has gone above and beyond for him and listened to him when he felt no other services did. I myself have also had the need for support for both follow up after receiving urgent care in hospital and also mental health support during and after the death of my mother. I feel that I have received supportive and appropriate care at all times and this has been offered I a timely manner. I feel that it is important to leave positive reviews- healthcare staff are working under unprecedented demand and feel the strain daily. Knowing that the efforts they go to make a difference is vital to their wellbeing which is often unconsidered.
Visited November 2024
Review titled Robin Lane Health and Wellbeing Centre
Replied on 02 December 2024
Dear patient, Thank you for your kind words and positive feedback. I am pleased you and your husband have had a great experience at the surgery and that you both feel that the surgery has supported and listened to you. I will make sure that your lovely feedback is shared with the team. Kind regards Lucy Jones Patient Experience Manager
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Review titled Blood test
Rated 1 star out of 5
by Anonymous - Posted on 19 October 2024
I have a hospital phone appointment 4th of November they contacted me asking me to go to my GP for an updated blood test prior to this went to book an appointment and guess what the barrier wet up from the receptionist there might not be any and this is 2 weeks befor my phone appointment and guess what there went any told me to go hospital when hospital told me to go to my GP for prior to my phone appointment now I have to go to Bramley for one three days before my phone appointment will the result be back in time for my appointment receptionist not helpfull and don’t seem to care
Visited October 2024
Review titled Robin Lane Health and Wellbeing Centre
Replied on 21 October 2024
Dear patient, Thank you for your feedback. I am sorry you were not able to book an appointment with a Health Care Assistant (HCA) at Robin Lane. Our HCA appointments often get booked up a couple of weeks in advance. We work with several other surgeries via our Primary Care Network to try and provide an appointment that is suitable for patient. However, once our appointments have gone, patients can attend LGI or St James’s Hospital which both offer a walk-in service where patients can attend to have their bloods done. This service is available Monday to Friday between 9am – 16:45pm. We advise our patients that blood results can take up to a week to come back but that it may not take this long. I am sorry you felt the receptionist was unhelpful and did not seem to care. As you have chosen to stay anonymous, I am unable to investigate this further. If you would like to send me an email with your details to the practice email robin.lane@nhs.net I can give you a call to discuss this further. Kind regards Lucy Jones Patient Experience Manager
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Review titled Appalling service, I would advice to not register with them
Rated 1 star out of 5
by Ash - Posted on 09 July 2024
I have recently moved to the area and joined Robin Lane Surgey as their CQC rating was good and reviews were okay. I joined the exactly a week ago. I have tried to get an appointment since. Their patches apparently opens at 8am but by 8.10 it is closed. How can appointments be filled up soo quickly. My last practice Patches would be opened all day as they were non urgent requests and appointments would be offered later in the week unless we needed to be seen on the day and they would call us in. Additionally, my last practice would send me an email with advise or ring me etc. In terms of calling Robin Lane you can’t get through to someone and when you do and it’s not urgent they say we can’t book you a planned appointment. I am absolutely appalled and in the process of trying to ring around and research on what GP practice I should move to.
Visited July 2024
Review titled Robin Lane Health and Wellbeing Centre
Replied on 09 July 2024
Dear Ash, Thank you for your feedback. I am sorry you have had a negative experience at the surgery. Our Patch’s service is for non-urgent issues or admin requests and is available Monday to Friday between 8am-12pm. Our Patch’s requests will automatically turn off once we reach the maximum number of daily requests, this is to help us manage our appointments fairly. We are experiencing an ongoing high demand for our appointments, especially during the 8am rush when our on the day and pre bookable appointments are released. We currently have a low resourced care navigator team as we have a couple of care navigators who are on long term sick, we are training new care navigators and we are trying to recruit more staff. This means we have less call handlers answering the incoming calls which unfortunately has an impact on the call wait time. Our team of care navigators are working hard to answer the incoming calls as quickly as possible. We have recently implemented a new telephony system and patients who are caller number 8+ in the queue will now be given the option to opt for a call back where they can maintain their position in the queue without having to sit on hold. Appointments can also be made at the front desk. I am sorry you feel you want to move GP practices. If you would like to discuss you concerns further, you can email me at robin.lane@nhs.net Kind regards Lucy Jones Patient Experience Manager
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Review titled Poor Reception Staff
Rated 1 star out of 5
by Anonymous - Posted on 24 February 2024
the reception staff are very rude, unfriendly and unhelpful. They bark at you through their screens saying they can’t hear you so your providing your private details rather loudly including full name and DOB for all to hear who are in waiting room, they need to have some training on effective communication! Both ladies who were working yesterday had communication skills which were poor, and were not fit for working with the public, I watched them both with other patients coming into surgery and their response was the same with them rude and maybe would be better suited to a job which does not involve talking to people, so pleased this is not my regular surgery and was only their for investigations
Visited February 2024
Review titled Robin Lane Health and Wellbeing Centre
Replied on 26 February 2024
Dear patient, Thank you for your feedback. I am sorry to hear you have had a poor experience at the surgery and feel our reception staff are rude and unhelpful. Our team of receptionists work very hard to support our patients and all of our receptionists are provided with regular training on effective patient communication. We would be grateful if you could contact the practice and ask to speak to myself (Lucy) as I would like to understand what happened and investigate this. You can email the surgery on robin.lane@nhs.net Kind regards Lucy Jones Patient Experience Manager
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Review titled A friendly medical practice that always goes the extra mile
Rated 5 stars out of 5
by Ed Brush - Posted on 19 June 2023
I joined Robin Lane medical practice over 5 years ago and am so pleased that I did. The medical staff are welcoming, king, highly skilled and very supportive. I have had a few ups and downs since I retired in 2018 and the staff at Robin Lane have always been there for me. The practice is also constantly seeking new ways to support their patients. For example, Robin Lane was an early adopter of Systmonline and have recently engaged with the new PATCHs system . These are all designed to support patients that need to speak to or have a face-to-face appointment with either a GP, a nurse or both. And the systems are intuitive and work extremely well. The practice itself is light and airy and the staff are happy and well motivated. I know most of the staff by name and they are always welcoming. And the practice worked seamlessly through one of the arguably most challenging times in recent history, the Pandemic. I have nothing but praise for all of the staff at Robin Lane and am just so very grateful to them for all of their kind support for me over the recent years.
Visited June 2023
Review titled Robin Lane Health and Wellbeing Centre
Replied on 20 June 2023
Hi Ed, Thank you very much for your kind feedback. We really appreciate your kind words and I am so happy to hear that you are satisfied with the service at Robin Lane. We will pass on your lovely comments to the team. Kind regards Lucy Jones Patient Experience Manager
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Review titled Great Service
Rated 5 stars out of 5
by Anonymous - Posted on 05 June 2023
I had to go twice in 2 weeks. Both times the phones were answered quickly and I had an appointment within the hour. Everyone I dealt with was professional and friendly. Keep up the good work!!
Visited May 2023
Review titled Robin Lane Health and Wellbeing Centre
Replied on 07 June 2023
Dear Patient Thank you for taking the time to leave your positive review. I am delighted to hear you had a great service. We share all feedback with our full team and they will surely find yours uplifting. Best regards Claire Turnbull Practice Manager
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Review titled Waiting call
Rated 4 stars out of 5
by Anonymous - Posted on 15 February 2023
Takes too long for a phone call to be answered. I’ve been sat waiting for 40 minutes. Is it possible to add a message in the call that tells you what position you are in the waiting line
Visited February 2023
Review titled Robin Lane Health and Wellbeing Centre
Replied on 24 February 2023
Dear Patient Thank you for taking the time to feed back to us about your recent experience. I am extremely sorry for your long waits on our phone lines which we understand is extremely frustrating for our patients. The long waits are impacted by the pressure of winter which increases call demand. We are also experiencing higher than usual unplanned absences in our team of call handlers, which means that we have less resource to answer your calls as qucikly as we would like. We are also trying our hardest to recruit good candidates into this team because we have some resource gaps, whilst we are also training new starters which also impacts our capacity to answer calls as quickly as we would like. Please be assured that our team are working as hard as possible to answer your calls as efficiently as they can. Best Wishes Claire Turnbull Practice Manager
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Review titled Cannot get appointments
Rated 1 star out of 5
by Anonymous - Posted on 04 January 2023
I am shocked that this surgery is still accepting new patients. On several occasions over the past 3 years I have had to try several days in a row to get an appointment. The online appointments released at 7pm are always completely booked up within 60 seconds, and you have to phone at precisely 8am and wait on the phone for at least 20 minutes to be in with any luck of getting a same day appointment. On at least 3 occasions in the last 3 years I have been on hold for 45 minutes or more trying to make an appointment. Given I start work at 8am, it is quite embarrassing to have to take more flexi time multiple days in a row to make an appointment than I need for the appointment itself. The only time I have been able to get an appointment without bother is when I am chased for an "annual mental health review" which I no longer attend as these have not once actually been about my mental health. This has been worsened by the impact of Covid, and I appreciate that has been a difficult time for NHS staff, but it was an issue before it and nothing has been done to improve the service, while continuing to take on new patients which just worsens the problem.
Visited January 2023
Review titled Robin Lane Health and Wellbeing Centre
Replied on 09 January 2023
Dear Patient Thank you for taking the time to leave us your review and details of your experience. We are sorry this has been a negative one. Our appointments are in high demand and do get taken extremely quickly. We do offer appointments to pre-book 7 days in advance on Tuesday, Wednesday and Thursday's. We also offer a service called E-consultation which is available on our website for non-urgent matter where patients are able to submit their details and are able to speak to a clinician. This may be a better option and more convenient with your working from 8am which must be difficult. As a practice we are unable to "close our books" to patients unless it is for no longer than six months in order to employ more clinicians to attempt to meet demand. We have to accept new patients and strive to offer all of our patients a positive experience. I sincerely hope you have a better experience when contacting the practice in future. Kind regards Karen Hargreaves Patient Experience Manager