Dishley Grange Medical Practice
32 Maxwell Drive, Gorse Covert, Loughborough, Leicestershire, LE11 4RZContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Terrible experience
Rated 1 star out of 5
by Anonymous - Posted on 28 December 2022
Today it took 45 minutes to get through on the phone, which you can excuse with it being the first day after the festive break. However, this is common practice whatever time of year. It is also virtually impossible to get an appointment at the village surgery, even for the elderly or vulnerable, or those who cannot get to the main practice in Loughborough. Overall, the appointments are scarce and the general management at the practice appears poor
Visited December 2022
Review titled Dishley Grange Medical Practice
Replied on 12 January 2023
Dear Patient, We are very sorry to hear that your recent experience with Dishley Grange Medical Practice did not reflect the standards with which we aim to work. Our patient’s experience is of paramount importance to us, and we would like to thank you for bringing your concerns to our attention. We are deeply disappointed that your experience of our staff has not met with your expectations. We will be sharing your feedback with our wider team and will use this as an opportunity to remind our staff of our customer service training to uphold and improve our service standard. Our phone lines tend to be at its busiest between the hours of 8-9am and the practice can receive up to 300 calls just in this first hour. We ask patients that require a routine appointment to call in after this time to help relieve pressures off the appointment system. Alternatively, the practice has also introduced the ‘Queue Buster’ option. This option allows you to disconnect your call but will hold your position in the queue. Once a member of our team becomes available the automated system will call you back on your dialled line to connect you with a member of our team. It is our hope that this system, when utilised effectively will help minimise the pressures off our phone lines and help patients with our queueing system. Due to demand in service, our appointments can get booked very quickly. This is due to changes at a national level. Unfortunately, currently there is little we can do to increase the number of appointments that we offer as this is sadly beyond our control. Nevertheless, we will continue to review our appointment system to see if we can improve the way in which our service is offered. Again, we are very sorry for your experience, and we would like to thank you for your valuable feedback and for allowing us the opportunity to reflect on the service that we offer. Yours Sincerely, Dishley Grange Medical Practice Patient Service and Quality Team.
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Review titled Impossible to get an appointment
Rated 2 stars out of 5
by Maxine Insley - Posted on 07 November 2022
This used to be a great Practice where appointments were easily obtained, this is sadly not the case anymore. It is almost impossible to book an appointment and I've been trying for weeks. Online appointments are never listed, there are never any to choose from in the future. If you call at 8:30, its impossible to get through and if you do, the appointments have all gone for the day, the automated recorded message then cuts you off. How are you supposed to get an appointment - it is very frustrating.
Visited November 2022
Review titled Dishley Grange Medical Practice
Replied on 08 November 2022
Dear Maxine We are very sorry to hear that your recent experience with Dishley Grange Medical Practice did not reflect the standards in which we aim to work. Our patient’s experience is of paramount importance to us, and we would like to thank you for bringing your concerns to our attention. We are deeply disappointed that your experience of our staff has not met with your expectations. We will be sharing your feedback with our wider team and will use this as an opportunity to remind our staff of our customer service training to uphold and improve our service standard. Our phone lines tend to be at its busiest between the hours of 8-9am and the practice can receive up to 300 calls just in this first hour. We ask patients that require a routine appointment to call in after this time to help relieve pressures off the appointment system. Alternatively, the practice has also introduced the ‘Queue Buster’ option. This option allows you to disconnect your call but will hold your position in the queue. Once a member of our team becomes available the automated system will call you back on your dialled line to connect you with a member of our team. It is our hope that this system, when utilised effectively will help minimise the pressures off our phone lines and help patients with our queueing system. Due to demand in service, our appointments can get booked very quickly. This is due to changes at a national level. Unfortunately, currently there is little we can do to increase the number of appointments that we offer as this is sadly beyond our control. Nevertheless, we will continue to review our appointment system to see if we can improve the way in which our service is offered. Again, we are very sorry for your experience, and we would like to thank you for your valuable feedback and for allowing us the opportunity to reflect on the service that we offer. Yours Sincerely, Dishley Grange Medical Practice Patient Service and Quality Team.
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Review titled Awful practice
Rated 1 star out of 5
by Anonymous - Posted on 17 October 2022
I checked in, after an hour I asked at reception why I hadn’t been seen and it turns out the staff had forgotten about me, I’d lost my appointment and they were really unhelpful.
Visited October 2022
Review titled Dishley Grange Medical Practice
Replied on 08 November 2022
Dear Patient, We are very sorry to hear that your recent experience with Dishley Grange Medical Practice did not reflect the standards in which we aim to work. Our patient’s experience is of paramount importance to us, and we would like to thank you for bringing your concerns to our attention. It would be much appreciated if you could kindly send a message to our Patient Service team at: wh.feedback@nhs.net to enable us to address and investigate your concerns fully. Again, we would like to thank you for your valuable feedback and allowing us the opportunity to resolve your concerns. Yours Sincerely, Patient Service and Quality Team.
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Review titled Outstanding service
Rated 5 stars out of 5
by Anonymous - Posted on 07 September 2022
I would like to compliment a member of staff who went above and beyond for me and my family last night. Last night (6th September) I was asked by a member of my family to collect an important prescription. The pharmacy did not have it. I called Dishley Grange 10mins before they were due to shut to enquire about it. She said it had been processed but waiting to be signed by the GP which wouldn’t be done until the following day. I explained these tablets were important and vital they were collected tonight. She went above and beyond and spoke to the GP who did it for me. She didn’t need to go the extra mile but she did and it was appreciated massively by myself and my family member.
Visited September 2022
Review titled Dishley Grange Medical Practice
Replied on 08 September 2022
Dear Patient, Thank you for taking the time to provide such positive feedback on our service. Patient experience is of paramount importance to us, and it is lovely to hear where patients have had a good experience. This helps us to know what patients value, what we are doing right and helps provide a much-needed morale boost to our teams during these unprecedented times. I have therefore shared your comments with all the staff at Dishley Grange Medical Practice this morning. We would like to thank you again for your feedback. With kindest regards, Dishley Grange Medical Practice Patient Service and Quality Team.
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Review titled Gone down hill
Rated 2 stars out of 5
by Anonymous - Posted on 08 September 2022
The surgery has changed and the service has gone completely down hill. Notes don't seem to be put on the system and information is not being passed on correctly. The fact that you can see your dentist, go out etc but are not able to see a doctor is disgraceful. The fact that you are not given a time for a telephone consultation is another error the surgery is making. If you could give appointments for face to face then why can't you do this for calls?
Visited September 2022
Review titled Dishley Grange Medical Practice
Replied on 20 September 2022
Dear Patient, We are very sorry to hear that your recent experience with Dishley Grange Medical Practice did not reflect the standards in which we aim to work. Our patient’s experience is of paramount importance to us, and we would like to thank you for bringing your concerns to our attention. It would be much appreciated if you could kindly send a message to our Patient Service team at: wh.feedback@nhs.net to enable us to address and investigate your concerns fully. Again, we would like to thank you for your valuable feedback and allowing us the opportunity to resolve your concerns. Yours Sincerely, Patient Service and Quality Team.
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Review titled Poor service
Rated 1 star out of 5
by Anonymous - Posted on 10 October 2022
Rang up at 8.30, 15 times on Thursday and Friday but no appointments, Then rang up the same this morning and was told I had a place in the cue and would get a call back, at 10am I recieved my call back for the lady to tell me there were no appointments left. I was told to go to the walk in centre for a chest infection and all I needed was antibiotics!! I spent 4 hrs at the walk in centre. What is the point in having a doctors surgery at least at the hospital you are guaranteed to be seen, even if it does use all your day up. Dishley Grange is a complete waste of time and so is the whole NHS
Visited September 2022
Review titled Dishley Grange Medical Practice
Replied on 08 November 2022
Dear Patient, We are very sorry to hear that your recent experience with Dishley Grange Medical Practice did not reflect the standards in which we aim to work. Our patient’s experience is of paramount importance to us, and we would like to thank you for bringing your concerns to our attention. It would be much appreciated if you could kindly send a message to our Patient Service team at: wh.feedback@nhs.net to enable us to address and investigate your concerns fully. Again, we would like to thank you for your valuable feedback and allowing us the opportunity to resolve your concerns. Yours Sincerely, Dishley Greange Medical Practice Patient Service and Quality Team.