Ledbury Health Partnership
Ledbury Market P/Ship, Market Street, Ledbury, HR8 2AQContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled caring experience from receptionist
Rated 4 stars out of 5
by Valerie - Posted on 17 February 2024
Last Thursday 15th Febuary I called at the surgery with an elderly lady in my car, who needed to see a doctor. The patient was in too much pain to walk into the reception so I asked the receptionist to step outside the door and speak to the lady in my car. The receptionist came to the car and dealt professionally but with such a caring manner with the patient and organised an appointment with a G.P. Please thank the receptionist for her kindness. It made such difference to us both.
Visited February 2024
Ledbury Health Partnership has not yet replied.
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Review titled Shambles
Rated 1 star out of 5
by Philip Manns - Posted on 18 September 2023
l have been having high blood pressure for six months with various calls to surgery and calls from pharmacists only to be told l need to see a GP face to face still waiting after 12 day, not acceptable rang today only to be told ring next day
Visited September 2023
Ledbury Health Partnership has not yet replied.
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Review titled No service
Rated 1 star out of 5
by Anonymous - Posted on 26 May 2023
This practice is barely operating. They are so short staffed there is always a very long queue on the phone and the voicemail says they can only cope with urgent medical queries due to staffing. They do not respond to emails. They tell you they will write you a prescription but when you go to the pharmacy there is no prescription so you have to try and get back in touch with the practice. My husband was told by the hospital after his scam he would hear from the gp as he has fatty liver disease but 4 months later we are still waiting to hear. I've been seen by a nurse before who told me to book an appointment with the gp following her examination. When I tried to book the appointment the receptionist refused to give me anything other than a telephone appointment. The gp did call me but said it was a waste of time as she couldn't examine me over the phone. A waste of her time and mine. This practice could improve with training for reception staff All staff to do what they say they will do. Simple customer service basics really.
Visited May 2023
Review titled Ledbury Health Partnership
Replied on 30 May 2023
Dear Patient, I am sorry that you have had a bad experience with your prescription; sometimes there is a delay in the prescription being signed after you have been seen. Our phone message changes depending on the staffing that we have on the day. When we have a shortage of staff due to illness combined with planned annual leave, or when it is the day before or after a bank holiday, it is far better to manage patient expectations and offer an 'urgent' service only so that all patients who need medical attention on the day are assured of it. These days in particular are always very busy, so and we aim to be flexible so that we can revert to a regular service when we are better staffed, which is often. I am sorry that your husband has been waiting for a call from the GP. The hospitals are very good at raising patient expectations by promising them something from the GP, without telling us that they have done this. I am happy to feed this back to the hospital if you can let me know details of the department and the member of hospital staff who made the promise. Patients have been promised all sorts of things by the hospitals: regular dressings appointments, follow up visit/appointment from the GP, medication to be issued immediately etc, but we cannot always provide this in the time frame promised by the hospital due to lack of capacity. We do not routinely provide a face to face appointment for patients as the GPs and the ACPs prefer to speak to a patient first, then arrange for them to be seen if they need to be seen. If a mistake was made in booking your appointment as a call, could you let me know your name and number so that we can listen to the call and use to check how our receptionist colleague managed the call. As you say, this is customer service, so if it has failed in your case, we need to know how to improve it. If you would like to contact me directly then please do; I think that it is probably better to discuss things face to face than enter them anonymously on a website. Best wishes Catherine Simonini Practice Manager catherine.simonini@nhs.net
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Review titled Terrible service
Rated 1 star out of 5
by Roger brace - Posted on 02 May 2023
spoke to doctor by phone he said I needed to be seen in person receptionist would ring later that day and book me an appointment this never happened I rang to find out why receptionist was extremely rude and told me I would have to go through the whole process again even though I had already spoken to a doctor I tried to explain this but she said she was putting the phone down on me disgusting way to treat vulnerable patients in pain
Visited April 2023
Review titled Ledbury Health Partnership
Replied on 03 May 2023
Dear Mr Brace, I am sorry that you were not called back on the day; this instruction was not given clearly to the Reception team by the clinician who spoke to you. I have called you and I have apologized for the difficulty you had in booking a face to face appointment and for the way you were spoken to by the receptionist; I understand your frustration. I was able to book you an appointment with a GP on the day after you wrote to complain and you have now been seen by that GP. I trust that you are pleased with this later outcome. Best wishes Catherine Simonini Practice Manager
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Review titled Great Practice
Rated 5 stars out of 5
by Mra, Patricia Wilkin M.B.E. - Posted on 10 February 2023
Over the last two weeks of November 22, I attended nd had contact with several different doctors of the Practice. I received excellent care and attntion on all occaisions. My first contact via telephone I was put on aiting list, but called back shortly and received good advice etc. I have no problems with this Practice and have no difficulty recommending this service to anyone. Thank you for your care.
Visited November 2022
Ledbury Health Partnership has not yet replied.