The Central Surgery
Brooksby Drive, Oadby, Leicester, Leicestershire, LE2 5AAContact details and opening times
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Reviews
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Review titled Lack of eveything that has to do with one’s health
Rated 1 star out of 5
by Anonymous - Posted on 30 September 2024
I have been having issues you won’t believe this is over 3 months I have been complaining they told me they will book me for a scan one month I was told nothing was booked imagine staying with a swollen in my chest as I am speaking to you the second scan that was done over a week now going to two weeks no result has been found I have not been called this is the worse surgery u have ever have to work with
Visited September 2024
The Central Surgery has not yet replied.
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Review titled Still awful
Rated 1 star out of 5
by Anonymous - Posted on 06 September 2024
Dire. Every single time I need to try to contact them I cannot get through. They promise to ring back and do not. They lose important written correspondence and do not reply to letters. The seem to be accountable to no one. Avoid if you have any choice whatsoever.
Visited September 2024
The Central Surgery has not yet replied.
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Review titled Terrible service
Rated 1 star out of 5
by Anonymous - Posted on 16 July 2024
Reception staff are rude, like they are more important than patients. Can never get through for an appointment, and then get told to queue up in the morning at 8am. How can I queue up if I am unwell? I finally get an appointment, a week later if I'm lucky, and see a different doctor every time.
Visited July 2024
Review titled The Central Surgery
Replied on 16 July 2024
Dear Patient Thank you for taking the time to leave us your feedback. I'm sorry to hear you found our receptionist rude, all of our team undergo customer service training and we expect them to treat patients with courtesy. If you would like to contact the surgery directly to let us know your name and the details of when you had this experience we will be happy to investigate and identify who you spoke to. We can be contacted by telephone or by email central.surgery1@nhs.net or via online messaging through our website. With regards to the appointment system, all of our appointments are book on the day and we have slots available on most days well into the afternoon. We would discourage you from queueing at 8am as we understand that poorly patients don't want to stand waiting outside. We installed the new telephone system with it's call back function which automatically keeps your place in the telephone queue to enable patients to speak to us without having to waste time holding on the telephone or queueing outside. We have 5 regular GPs at the surgery who provide our appointments so that patients can have continuity of care but on occasion, like a lot of surgeries, we may use a locum GP to cover a period of leave. If you let the receptionist know that you want to see a specific GP we will always do our best to accommodate the request. Kind regards The Central Surgery
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Review titled Dreadful service
Rated 1 star out of 5
by Barry Starbuck - Posted on 23 June 2024
What on earth has happened to a family practice that was once respected and trusted throughout the area. We have been patients here for over forty years and have seen the standards drop to rock bottom. This is no longer a family practice where doctors and patients are known to each other in the original sense. Having had my "Well Man" check up as an eighty year old man I had to phone to check that the results had come through. I was told the receptionist could for obvious reasons not discuss the results but was told to speak to a doctor. The receptionist refused to give me a booking but told me to phone at 8-0'clock the next morning This I did and pushed the button to receive a call back when it was my turn. I waited over seven hours for a reply and in between times tried again three more times and a recorded voice told me I was up to twentieth in the cue. When I did eventually receive a call I was told it was too late to book an appointment and I should try again the next day. This I did but still the receptionist would not book me in. If you look at the standard reply to the countless other complaints you will see they ask for the patient to contact them to sort the problems out. This is obviously just lip service because the same complaints keep coming in. so..I have tried and failed so it's now up to the surgery. If a doctor needs to speak to me they know my contact details. I should not need to chase them. If something is wrong they should contact me immediately. I will no longer follow up on my results (the readings of which I still do not know). If the surgery is thinking of filing these comments that is of no use if the doctors do not read the file. Dreadful service from a once splendid practice..when will it ever improve.
Visited June 2024
Review titled The Central Surgery
Replied on 29 July 2024
Dear Mr Starbuck Thank you for your feedback. I am sorry to hear that you are disappointed with the care you have received. I would like to apologise that you experienced a long delay in receiving a call back. Our new system does allow call back requests but unfortunately if you ring more than once the system will cancel the original request and you will lose your position in the queue. Some times the demand for appointments exceeds the safe consulting levels for the GP and we have to ask patients, with non urgent problems, to call back another day. I can assure you that I read all of the feedback we receive and I share any learning points with the wider team. I take all concerns raised seriously and I will investigate any issues raised. Unfortunately not all patients are willing to give their details so there are times when it is not possible to review their experiences. I can confirm that the GP or one of our team will contact you if any follow up is needed following your blood tests. I do hope that you will continue to engage with the surgery, as your care is important to us, even if the changes to primary care across the country make it difficult to believe so. Kind regards Mrs Martina Maplesden Practice Manager
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Review titled Worst phone system ever
Rated 1 star out of 5
by Sandip Patel - Posted on 06 June 2024
With excruciating back pain i have been trying desperately to get medical help. On average I am around 20th in queue. I have used their callback service at 08.05 and it's mow 10.40 and still no call from the surgery. I cannot believe how poor this is. I now have to get my wife to drive me to the surgery when I can hardly walk due to back pain. I don't believe anyone at this surgery is taking these reviews seriously so I have escalated.
Visited June 2024
Review titled The Central Surgery
Replied on 29 July 2024
Dear Mr Patel Thank you for providing us with your feedback. I can assure you that these reviews are taken very seriously and we share all feedback received with our teams. I'm sorry to hear that you had to wait a long time for a call back. Having read your review we launched an investigation into the settings of the system with our supplier. It was discovered that when the system was initially installed it was set to cancel any call back requests that had been on the system for over 60 mins. This has now been amended and I would like to thank you for bringing this issue to our attention and allowing us the opportunity to put it right. Kind regards Mrs Martina Maplesden Practice Manager
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Review titled Awful service
Rated 1 star out of 5
by Anonymous - Posted on 27 June 2024
Took 40 minutes to get through to book an appointment for my son, got through told me i can not book an appointment after school time. Gave me 3pm so i took my kids out to be sat here anyway for 50 minutes, poor receptionist to no help.
Visited June 2024
Review titled The Central Surgery
Replied on 29 July 2024
Dear Patient Thank you for taking the time to provide us with your feedback. I'm sorry to hear you had to wait for 40 mins to get through to the surgery. Our new telephone system allows you to request a call back, which will keep your place in the queue and automatically call your phone when you are the next call in the queue. This will save patients having to wait for long periods of time on the telephone. I'm sorry to hear that when you attended for your appointment you were kept waiting by the clinician. Our clinical team aim to give each patient the care they need for their particular circumstances, sometimes a patient will need a little longer and this may result in the clinic running late. If you would like to contact me using the Accurx system on our website or by emailing central.surgery1@nhs.net to provide me with your details, I will investigate what happened on this occasion and provide you with a full response. Kind regards Mrs Martina Maplesden Practice Manager
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Review titled Your position in queue is….unacceptably long
Rated 1 star out of 5
by Anonymous - Posted on 17 June 2024
Terrible, service. Never able to get through on the phone. I’m only trying to return a message they left on my answerphone. As ever, I’ll end up having to drive to the surgery to get this issue resolved. Dire, dire, dire. Never gets any better.
Visited June 2024
Review titled The Central Surgery
Replied on 17 June 2024
Dear Patient Thank you for taking the time to leave us a review. I'm sorry to hear you have had along wait on the telephone. Our new telephone system allows you to request a call back without losing your position in the queue so this will mean you don't have to wait on the line. You have chosen to leave this review anonymously but if you would like to contact us directly through the Accurx app on our website then we will gladly look into your concern for you. Kind regards The Central Surgery
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Review titled Dreadful surgery
Rated 1 star out of 5
by shelagh Elizabeth starbuck - Posted on 20 June 2024
My husband and I have been with this surgery for over 40 years and in the past, when it was under old partnership we have left many positive reviews of a fantastic surgery. Not any more!! There are no full time GP's and they diagnose and prescribe over the phone having never met you. I am 74 yrs old and recently had a Blood Pressure test at the local pharmacy which showed I had high blood pressure. I was told to contact the surgery. A very helpful nurse got back to me to take details. Hours later an unknown GP (didn't introduce herself) gave me instructions on what to do and prescribed medication. There was no chance of a face to face appointment or discussion of my lifestyle, or alternatives to medication. My 80 year old husband, who had a "well-man" check up a week ago called yesterday for results. The receptionist could not discuss the results with him and told him to call back the next day to request a GP phone back. He asked her to arrange this but she said she couldn't he would have to call. He called back at 8.50 am today and used their "amazing" new system of booking a call back. It is now 12.00 noon and no one has called. When he has tried again he has been given 3 automated responses with different "position in the queue" varying from 20 - 1!! but still no call back. This surgery is absolutely rubbish. How can a surgery be run with just part time doctors. We are so disappointed that a once outstanding surgery should now not be fit for purpose. Judging by the number of similar complaints it is obvious no one is doing anything to sort this surgery out.
Visited June 2024
Review titled The Central Surgery
Replied on 29 July 2024
Dear Mrs Starbuck Thank you for taking the time to leave us your feedback. I am sorry to hear that you have had a disappointing experience whist accessing care at the Practice. I would like to reassure you that I read all of the feedback and share any learning points across the teams within the Practice. I'm afraid I cannot comment here on the experience your husband had recently, I have already addressed his feedback in a separate post. We currently have 5 regular GPs who work throughout the week, on set days, to make it easier for patients to have continuity of care. I understand the frustration some patients feel at the many changes within primary care and I would like to take this opportunity to explain why we operate in the way we do. The previous Partnership moved us to a triage first model of healthcare a little while before the 2020 Covid pandemic, they believed it would offer the best service to patients and we still believe that to be the case. The NHS requires all GP surgeries to provide patients with the right care first time, this means signposting patients to the most effective service when they first contact the Practice. This cuts down the waiting times to see a GP and gets patients quicker access to the right service for their needs. We work with a number of 3rd party providers to achieve this including local pharmacies. Our GP appointments are book on the day, which means you don't have to wait for weeks to see someone when you have an urgent problem. We offer both telephone and face to face GP appointments depending on clinical need. Our GPs will always triage by telephone in the first instance and if it is possible to sort the issue there and then they will do, in order to save taking up a clinically unnecessary face to face appointment. I am sorry to hear that the GP did not introduce themselves during your conversation and if you could provide me with the day and time of your call I will investigate what happened on this occasion. If you have concerns over the clinical treatment you received for your blood pressure then please don't hesitate to contact me at the surgery and I will gladly look into your concerns for you. The easiest way to contact us to raise a concern is via the Accurx app on our website or email to central.surgery1@nhs.net. Kind regards Mrs Martina Maplesden Practice Manager
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Review titled Non existent service
Rated 1 star out of 5
by Anonymous - Posted on 14 May 2024
Phoned the practice for an appointment as I’m suffering from excruciating pain in my shoulder, waited for over 30min to get and was then offered physiotherapy. Requested a call from a doctor as I didn’t feel physio would help. Was told someone from triage team would contact me. Waited all day and never received a call, not even a courtesy message to say they were busy. Extremely disappointed with such an atrocious service. Not even sure why this practice exists, certainly not here to serve patients!
Visited May 2024
Review titled The Central Surgery
Replied on 07 June 2024
Dear Patient Thank you for taking the time to provide us with your feedback. We are sorry to hear that you didn't get a call back. If you could contact us at the surgery with your details we would like the opportunity to look into this for you. Kind Regards The Central Surgery
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Review titled Excellent Communication
Rated 5 stars out of 5
by Anita Khulpateea - Posted on 10 July 2024
I visited the practice and was seen by Dr because I was worried about recurring bladder infection and passing blood in my urine.when she saw me , she listened to all my problems of blood in urine that has been going on for a few years. She immediately referred me to the Urologist for 2 weeks pathway’s for Cancer check. She was so supportive and organised an emergency blood test to check my Kidneys. Within 2 weeks I had an ultrasound of my kidney and bladder. I saw the urologist on the same day and had a Cystoscopy which revealed a 1cm on my bladder. The Urologist explained that it is bladder cancer and had to be surgically removed under general anaesthetic. This was done almost 2 weeks later. I received the results 5 weeks later which indicated that it was a non- invasive cancer but it is at grade 2 If it hasn’t been for the prompt action taken by Dr , the cancer coould have been much worse. Fortunately now I am in the pathway cancer care. For me she is my Angel . She is gentle, good Listener and very professional at her job. When you hear of all the negative comments about GPs and the NHS, I can vouch for her of being all the opposite negativity that are out there in the press. All I can say we need many Drs like her, can’t thank her enough and I am ever so grateful for her quick response to my needs. So Dr I thank you so much and I owe you so much. No doubt you will be there again for My advice to people if you find blood in your urine please contact your GP. Bladder Cancer is treatable if found early
Visited April 2024
Review titled The Central Surgery
Replied on 16 July 2024
Dear Anita Thank you for taking the time to leave us your positive feedback. I'm very happy to hear that you have had good care from one of our GPs and I am pleased to hear that you are receiving the treatment that you need. It means a great deal to the team when we get such lovely feedback and I will pass on your kind comments to Dr Islam. I wish you a speedy recovery. Kind regards Martina Maplesden Practice Manager