Just an experience of the vaccine booster as I was sent here by my own neighbouring GP practice. Staff and volunteers were very helpful, the building was very clean and everything was well organised. Although I'm not a patient other than for the booster, I had a lot of confidence in their general management.
Wouldn't see Me when I have pneumonia, needed contraception updated as mine was not appropriate for me but failed to review along with my mental health medication.
Absolutely disgusted with the service I’ve received. I was told I may have cancer by the walk in centre and that my gp has to refer me for testing straight away which took them 3 days to even send a referral through and then they sent the wrong one so if I didn’t chase them up and be on there back I would of never had the test or scan extra stress I did not need absolutely no care, compassion and empathy from doctors or reception staff. Doctors don’t seem to care just say “hmm I don’t know let’s do more bloods” had tachycardia couple weeks ago all the doctor said was your fine now. Absolutely ridiculous didn’t even bother finding out the underlining cause nothing
Does this surgery ever see patients, always referred to 111 or the walk-in not acceptable. The excuse is always the same.....we have sickness. If you cannot offer service then inform NHS England
Reply from Lionwood Medical Practice
Dear Sir/Madam
I was very disappointed to note the feedback left on the Health watch website.
Herewith is Data received from NHS Digital which I would like to share with you
During the 4 week period of 27.09.21 to 24.10.21 Lionwood had a total of 6,432 appointments out of that 5,269 patients were seen Face To Face. We also had a total of 186 patients who failed to attend their appointment Face To Face. We strive to deliver the best possible care we can to our patient population. Unfortunately we do encounter staff sickness and feel that it is appropriate to inform our patients accordingly. These are very busy and unprecedented times and I apologise if you feel aggrieved at this situation.
Many Thanks
Lyn Bostan
Business Manager / Partner
Lionwood Medical Practice
Feeling let down
2
Submitted by Hayley Unger-Jackson 5th November 2021
During maternity had a high sugar in urine result and then a blood test. Told all ok... turns out it wasn't. Was 1pnt away from being prediabetic (37 not 38). Blood test post partum for tension headaches.. low iron and high sugar (now 44). Given a leaflet about prediabetes and told to have another test in 1 month. Found out then about high result in pregnancy so i hadnt "just developed" prediabetes but had untreated gestational diabetes and a 10lb 6 baby so obvs the result is still high 3 weeks post partum.
Booked own follow up blood test a month later as no one followed up with me.
Just heard back that they didn't test for diabetes...what??? So now no idea if levels are improving and on hold to try and book another test!
Reply from Lionwood Medical Practice
Dear Patient
I have duly noted the feedback that you have left on Health watch and wish to request to have the opportunity to discuss this with you further.
Please do not hesitate to contact the practice and ask to either speak or meet with me.
Many Thanks
Lyn Bostan
Business Manager / Partner
Lionwood Medical Practice
Most unhelpful
1
Submitted by Anonymous5th November 2021
Patient feeling suicidal spoke to dr on a Friday was going to leave them till Monday for medication or help! Prescriptions are not sent to pharmacies have to repeatedly ring to chase. My pharmacy made a request 3 times & I had to ring twice to finally get medication for acute pain & inflammatory diseases. Took me going private to be diagnosed with a condition that been suffering for at least 6years because drs didn’t listen & ignored results from blood tests!!
Reply from Lionwood Medical Practice
Dear Sir/Madam
I am very disappointed to learn of the incident which took place from your feedback on Healthwatch. I would very much appreciate it if you could kindly contact me in order that we can ensure your medication is correctly set up with ourselves and the pharmacy in order that you do not encounter this situation again. Also to give us the opportunity to look into the further situation you have mentioned regarding your medical condition.
Many Thanks
Lyn Bostan
Business Manager / Partner
Lionwood Medical Practice
10/10. First class service
5
Submitted by Malcolm Cox25th October 2021
I have been a patient for many years as far back to the old Yare valley surgery in Thorpe. I recently had my booster for covid and it was well organised and the wait was brief. The reception staff are always polite and friendly and although there are some new faces its like visiting old friends.
My experience with the nursing staff is also exceptional and their professional is second to none.
I am lucky enough to say I don,t have to see a doctor that often, which shows what good care I receive from the practise nursing staff. However when l did need to see a doctor I never had a problem getting an appointment,or the GP would call me.
For me they provide and excellent service .
Reply from Lionwood Medical Practice
Thank you so very much for your positive and uplifting feedback. I will share this with the whole of the Primary Healthcare Team here at Lionwood.
Stay Safe
Kind Regards
Lyn
Lyn Bostan
Business Manager/Partner
For and On Behalf of
Lionwood Medical Practice
Fantastic care
5
Submitted by Jan Prentice30th September 2021
When I went to the surgery for a simple blood test and review of my blood pressure medication with the pharmacist,my BP was found to be very high. He referred me to the duty doctor and as there were several patients to be seen it was a while before she could see me. He stayed with me through the waiting time, ensuring that I was never left alone and even went out to the car park to tell my husband what was happening and bring him in to wait with me.
The doctor then contacted the Same Day Emergency Care unit at the N&N and arranged for me to go straight there. I was then contacted by the pharmacist on my return home to talk through my hospital care and next steps.
Throughout the experience the staff at the surgery could not have been more concerned, caring or professional.
I feel very grateful.
Reply from Lionwood Medical Practice
Dear Sir/Madam
Sincerely many thanks for your positive and uplifting feedback. I will share this with the whole of our Primary Healthcare Team.
Stay Safe
Kind Regard
Lyn Bostan
Business Manager/Partner
Lionwood Medical Practice
Good surgery on the whole
4
Submitted by Anonymous13th August 2021
The doctors and nurses are good. Like everywhere else they are struggling to deal with the workload.
They have been helpful to me but I am a bit frustrated because I feel the surgery does not want to bother with people with health problems like mine, long term with no known cause or explanation. I don't want to be a nuisance either.
I made an enquiry of the surgery recently, they responded and it seems there might have been a misunderstanding. The email system does not appear to allow me to respond to their message. It seems once the surgery has replied, you are cut off. This is frustrating because it incorporates the worst of big companies' practice these days. It is just sad that a system has been brought in that does this. It is very convoluted and time-consuming to try to contact the surgery by phone at present as the Covid messages are endless before you get through to the queue which is inevitably long.
You can't talk to anyone there anymore as they instruct you to use the website. This is a dreadful design as it is not clear where to go for booking appointments. The intro video says it is split into the rooms you see in a surgery.....I see reception and a doctor/nurse in a room so what the heck are all these virtual rooms supposed to mean to a non medical person. I tried to get a repeat appointment this morning for recurring chest infection explaining the pain I am in and the triage call will not happen till at least 24 hours later and then they will decide if they need to see me. When I queried it I just got told to go to the walk in centre if I needed help quicker. I know the NHS is struggling but what is the point of frontline GPs if you can't get to see them and their stock reply is to divert you to another service.