Oakwood Lane Medical Practice
2 Amberton Terrace, Leeds, West Yorkshire, LS8 3BZContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Excellent practice
Rated 5 stars out of 5
by Anonymous - Posted on 18 June 2024
After submitting an online request, I was offered an appointment much sooner than I had expected. As always at this practice, the doctor I saw was friendly and knowledgeable.
Visited June 2024
Review titled Oakwood Lane Medical Practice
Replied on 25 June 2024
Thank you taking the time to let us know that our new appointment system worked well for you. Its encouraging to know that we have improved on your expectations. Lindsay, Practice Manager
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Review titled Incredible care
Rated 5 stars out of 5
by Victoria - Posted on 25 June 2024
I called the Gp using the telephone assist service. I didn’t really have high expectations given the recorded message re ‘contacting the surgery again if you don’t hear back within 48 working hours’ I was pleasantly surprised therefore to get a call back from the friendly receptionist 10minutes offering an appointment with a GP the same morning, The doctor was kind, caring and gave excellent advice. Thank you for the great service, under no doubt immense pressure.
Visited June 2024
Review titled Oakwood Lane Medical Practice
Replied on 25 June 2024
Thank you for your kind feedback, Victoria. We made the changes to the appointment system to give fairer access and I am glad that this has worked well for you. The Telephone Assistant is designed to give an alternative to online access so I am pleased to hear that this also worked out. Thank you too for your understanding and acknowledgement of the current workload - it means a lot to the whole team. Lindsay, Practice Manage
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Review titled Would not recommend!
Rated 1 star out of 5
by Anonymous - Posted on 12 April 2024
Having recently made an appointment for my 87 year old mum (with stage 4 critical kidney failure) to see a doctor for 16:00, I received a reminder text (2 days prior to the appointment) to tell me the appointment was at 16:40. I was hugely surprised and disappointed when on the day of the appointment I received a text at 16:12 to inform me that I'd missed the appointment! When I rang in to query this detail I was told that yes I had missed the appointment and that they had written a "note on mum's file that the patient needs to come in at 16:00". How were we supposed know, pray tell? We had come into the surgery the next day at 7:50 to queue to make another appointment, only to be told it would be a telephone appointment! Shockingly bad!! Bad, especially for sick people in general but even worse for an 87 year old with no means of getting to the surgery by herself!!! I need to take time off work to facilitate this shoddy practice! This is only one of a string of complaints btw...
Visited April 2024
Oakwood Lane Medical Practice has not yet replied.
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Review titled No appointments ever available
Rated 1 star out of 5
by Ray Symons - Posted on 19 March 2024
I have been wanting to see the doctor for 3 or 4 different ailments, for going on six months now, I need a new prescription, I think I need surgery on my hand, Im having trouble sleeping, and I want a large mole on my head checking out, looks like skin cancer to me. How do I contact a doctor, the desk staff just say no, what do I do? Please please can somebody ring the doctors and get them to ring me at least, I feel totally ignored, its been months, literally months.
Visited March 2024
Oakwood Lane Medical Practice has not yet replied.
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Review titled Disgraceful System
Rated 1 star out of 5
by JACKIE VOLLANS - Posted on 11 March 2024
Having rung at 8am and 8.35am and got a message saying I could not even be put in the queue as it was already at capacity, I rang at 9.31 and was told I was number 14 in the queue (having selected the option for appointments), 58 minutes later my call was answered - politely, I have to say - but I was told "there are no appointments left for today, if it's an emergency you can go to a walk in centre. If it's not an emergency, you need to call back at 8am tomorrow, when the next batch of appointments come out". So actually what I was being asked to do was spend another hour and a half trying to get a non-existent appointment, whilst sat at my desk trying to work - by the way, I have a fairly busy job too! Whilst I was on hold, your "not accepting abuse" and "leave a review" messages blasted in my ear every 20 seconds - can I make a suggestion? Why don't you change the "system" (personally I feel you would be corrected under the trade descriptions act for calling it a system), so that once the same day appointments are full, the recorded message actually tells you that and gives the same advice as the receptionist who has to answer the call to very frustrated and angry patients "go to a walk in centre etc.........". I would have then had the option to hang up instead of being given the false hope of an appointment at the end of my long wait? I cannot remember the last time I had to request an appointment, I am certainly not a regular visitor, but I can assure you I will not be spending another hour on hold tomorrow - I will be going to an equally busy walk in centre after work, and yes I know I will have to wait in line to see someone but at least I will see someone at the end of the day. The "system" you are running at the moment is diabolical and not effective for people who are trying to keep going to work whilst suffering from an injury or illness - or is it your view that if I am well enough to come to work (all be it struggling with pain in my knee, hindering my mobility), that I shouldn't need an appointment with a doctor...........
Visited March 2024
Oakwood Lane Medical Practice has not yet replied.
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Review titled Frustrating experience
Rated 2 stars out of 5
by Anonymous - Posted on 11 March 2024
My experience is no different to other negative reviews- one hour wait excluding the time it took to get on the waiting list to answer my call, no appointments until next week when I would have to go through this all over again. I dropped something off to the surgery at mid day, not one patient waiting, no queue and extremely quiet. I think I could break into the impenetrable vault of Fort Knox easier than penetrate the wall around GPs.I've read the replies from your practice manager and she seems to fully understand the frustration patients are facing. Multiple practices merging into one are too big to manage. GP surgeries are broken.
Visited March 2024
Review titled Oakwood Lane Medical Practice
Replied on 11 March 2024
I am sorry that you have been left so frustrated. The first hour or so on the telephones is extremely busy and there is often a queue at the door as we open. We do the best we can to have all available resource but we are currently hampered by a telephone system that does not help manage such high peak demand. We have just completed a tender exercise for a new phone system that we hope will help significantly and we have been reviewing our appointment booking system. We hope to announce our plans next month once we know that the new software and phone upgrades will deliver what we hope. Once the morning peak rush has quietened, the reception desk and phones can be much quieter and it is often a good time to contact us with non-urgent queries. I note that you make reference to multiple practices merging and I wonder whether you may have meant to reference Oakwood Surgery which has recently merged with the three other sites that now make up the Diamond Health Group? We have very similar names and postcodes so it does often happen. I don't think GP surgeries are quite broken but we are certainly struggling to meet the demand that we see daily and we share your frustrations. We are having to support many more patients than ever before, who are living longer and have more complex needs. In addition, we are supporting people who are on long waiting lists for hospital appointments and who often need more time and care as a result. These are difficult times in general practice. We know we can do better then we are currently doing and we will put out more information about our plans as soon as we can. However, we will still only be able to care for as many patients as we can safely support each day and that, I am afraid, won't meet everything that is wanted of us. Lindsay, Business Manager
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Review titled Impossible to Contact
Rated 2 stars out of 5
by Anonymous - Posted on 15 February 2024
I've been trying to get in contact since the start of the week (12th Feb 24). Patchs is seemingly never open to taking new health requests and when you do finally get to the front of the queue at 8am, the phone just continues to ring and no one answers. It shouldn't be this difficult to get in touch with primary care every time.
Visited February 2024
Review titled Oakwood Lane Medical Practice
Replied on 11 March 2024
I am sorry that I am only just replying to your post - I have clearly missed some notifications to my Inbox. We know that we are not currently handling the 8am rush well. Our telephone system does not give patients the choice to book a call back and with large numbers of calls, we just can't answer them all as quickly as is needed. We are reviewing the way we use PATCHS and hope to be in a position to announce some significant changes to the way we can help patients access the practice and how appointments will be prioritised to those most in need. As soon as we are confident that the software changes will work and we have a deadline for a new phone system, we will share more. We hope that it will make it easier to get in touch. Lindsay, Business Manager
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Review titled Appalling service
Rated 1 star out of 5
by Anonymous - Posted on 09 January 2024
It is absolutely shocking how poor this practice is!!! I contacted the surgery at 8am for an appointment only to get the voicemail stating they are at full capacity. I made this call as I drove to the practice and when I got there there was no phones ringing. There were 4 members of reception and not one was answering a phone. The receptionist I spoke with was very rude and abrupt. I could not see what could have offended her as I only asked if I could book an appointment. I was told that my appointment was not an emergency so I could not book it for the same day, despite driving to the surgery. I was then given a face to face appointment 2 weeks away. We were not able to attend that day and was told we can only have a telephone appointment. I work in a doctor's surgery myself and we adopt the same appointment booking system. Ours phones are not put on silent and patient calls are not sent to voicemail!!!!
Visited January 2024
Oakwood Lane Medical Practice has not yet replied.
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Review titled Worst practice in leeds
Rated 1 star out of 5
by Anonymous - Posted on 16 January 2024
the staff have always a face on in the reception like why did u come the surgery and when asked to book an appointment there always have the same answer come back the practice is a joke and needs new management and staff the Doctors are good but its a matter of getting to see them.
Visited January 2024
Oakwood Lane Medical Practice has not yet replied.
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Review titled Really helped me
Rated 2 stars out of 5
by Anonymous - Posted on 07 February 2024
I have suffered with alcoholism and mental health for some time but the support from this practice has helped me stop the drink and on the path to good mental health again. Thank you
Visited January 2024
Review titled Oakwood Lane Medical Practice
Replied on 08 February 2024
Thank you so much for leaving such a positive message. We are so glad that you are making such progress towards better mental health and we are happy to be supporting you in your transformation. I will make sure the team knows about your post - it makes such a difference to us to know that we can and do help in such a meaningful way. Lindsay, Business Manager