The Lennard Surgery
1 Lewis Rd, Bedminster Dwn, Bristol, Avon, BS13 7JDContact details and opening times
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Reviews
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Review titled Disgusting service.
Rated 1 star out of 5
by alan baker - Posted on 22 May 2024
While your doctors are excellent, the appointment system could hardly be any worst. after spending 2 days and hours on the phone, waiting to speak to someone, just to be told all appointments are gone... ring another day...
Visited May 2024
Review titled The Lennard Surgery
Replied on 22 May 2024
Dear Mr Baker, thank you for your feedback. We are always looking to improve our appointment system and patient access. This feedback will be passed on to our team. Thank you for your kind comments about our Doctors. Rebecca Timmis Practice Manager
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Review titled Dreadful Practice
Rated 1 star out of 5
by Anonymous - Posted on 14 May 2024
Elderly parent has been trying to get an appointment he is very anxious, to be told no appointments, do a online e consult, hes 82 ! i have tried at 8.30 am to then see they are not accepting anymore, what at this time of the day, no appointments even when calling at 8.30 am, shame on you, how are, are elder generation expected to get appointments, if we cant even online.
Visited May 2024
The Lennard Surgery has not yet replied.
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Review titled Impossible to book an appointment for same/next day.
by Adam - Posted on 05 April 2024
3rd time calling for an appointment and 3rd time I've been told to wait 7 days or call back on Monday (Friday today) they say to call at 08:30 for appointment but you will be in a call Que for at least 45 mins to then be told that there is nothing available? I explained that i'm running out of an essential drug and that it's causing me joint pain and the suggestion was to call back on Monday or call 111. My online account won't work and was promised by the surgery that they would call and fix it over a month ago but nothing from them. Was also waiting for help with an ADHD diagnosis but 1st doctor forgot to contact them and although the second one did, i have not been updated (2 months ago). Doctors are generally good when you see them but it feels near impossible to get an appointment and you cant even pre book even though i have been told I need to see them every month. Will call 111 for help today and failing that, I will have to stop taking my perscribed medication as I cant get any more.
Visited April 2024
The Lennard Surgery has not yet replied.
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Review titled Poor Practice
Rated 1 star out of 5
by Gillian Garr - Posted on 12 March 2024
I have been trying to get an appointment for my husband to see the doctor since Thursday of last week. We were invited to an inhealth check for lungs. My husband was told to see the GP as it’s sounds like he has a lung infection. We been trying for three days in queues of more than 30 people, finally yesterday I asked to speak to the practice manager who promised to call me back as, my husband had called in and got no where and also tried to book over the weekend. The actual service from the doctors may be good but getting an appointment is very, very, very off putting, trying to repel people who are poorly is a very poor tactic.
Visited March 2024
The Lennard Surgery has not yet replied.
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Review titled poor appointments system and unhelpful receptionists
Rated 2 stars out of 5
by Sharon Patricia Moore - Posted on 24 January 2024
The doctor at the surgery is really good, however the booking system appears designed to make it as difficult as possible to access the service. The on line booking is complicated and many conditions do not fit the pick list, e.g. issues arising from dementia. This means you are picking a condition which does not fit with concerns, and then you are asked to answer questions again not related to your concern. For someone who is not It literate, or has any literacy support needs the system is totally inaccessible. I have also filled in the form with no response. The website and bookings system says to call for an appointment after 8.30, giving the assumption that you can call during the day but this is not the case, it is early morning only or you are told to call back. You also it appears, have to call on the working days of the doctor you have been seeing. Having tried the online system I tried to book via telephone, on the first occasion was told to call back as they don't book in the afternoon, I called back and was told that I had to call on the days the doctor worked as she is part time. I explained that I am the carer for my stepmother who needs an appointment and also working full time and I am struggling to call first thing due to work and caring responsibilities. I also explained my issues with the online system. I asked if I could book, even if it was for a couple of weeks time and the receptionist was very unhelpful, almost like dealing with an automated response. Given the difficulty accessing a service, delays in getting health support, health outcomes are going to be poor, particularly for elderly patients struggling to navigate a broken and unhelpful service. My own doctors practice is excellent and it does feel like a post code lottery depending on the practice
Visited January 2024
Review titled The Lennard Surgery
Replied on 22 May 2024
Dear Mrs Moore Thank you for your feedback. However, we are truly sorry to learn about the difficulties you have encountered with our booking system and the challenges in securing appointments. Your feedback is invaluable, and we are committed to improving our services. Here are a few steps we will take to address your concerns: Reviewing the Online Booking System: We understand that the online booking process can be complex and may not accommodate all conditions adequately. We do plan on reviewing and working on simplifying the system and expanding the options available to ensure it is more user-friendly and comprehensive. If you would like me to investigate the lack of response to your e-consult, please email me lennardsurgery@nhs.net. Improving Phone Booking Procedures: It’s clear that the current phone booking system is not meeting your needs, particularly for those with caregiving responsibilities. Again we are looking to reassess our phone booking procedures to ensure they are more flexible and accessible throughout the day, and we will work on providing clearer instructions on our website. Staff Training: We will provide additional training to our reception staff to ensure they can offer more helpful and empathetic support. It is crucial that our team is understanding and accommodating of the various challenges our patients face. We do take feedback seriously and will use it to drive improvements. Your point about the potential negative impact on health outcomes is particularly concerning, and we will work to ensure our systems support timely and effective access to care. We appreciate your patience and understanding as we work to enhance our services. Thank you again for your feedback and for bringing these issues to our attention. Rebecca Timmis Practice Manager