Dishley Grange Medical Practice - Maxwell Drive Surgery - Loughborough

June P.

I have been with this surgery for many years. It used to be one of the best medical practices. But know rated one of the worst which is such a shame. My main problem is trying to get an appointment and having to wait 2hrs for them to get back to you as your number 20 in the queue not good for those who start work early hours. This really needs looking into.

Kay 1.

I went for a blood test and when signing in via the digital screen at entrance, I was told there would be a 33 min wait! I was therefore considering to come back at another time due to work commitments but decided to wait given it would take a while before getting another appointment. Luckily, the nurse called me a short while after (approximately 5-10mins) and I also realised I was early so I was probably seen a couple mins sooner than my scheduled appointment. The nurse was lovely and warm and made my blood test go as smoothly as possible. She was also helpful in informing as to when I’d receive my results.

Having said the above, I think the clinical practice of GPs working here need improvement. For example l have felt some of them to be lacking in compassion, being condescending and feeling extremely rushed through what I already consider a short apportionment. Maybe some training around psychologically informed environments (PIEs) and compassion or trauma informed care might go a long way.

Annette H.

I am absolutely disgusted with this practice. I had the worst service from the GP I saw. It's very rare I will go to see a Dr but after feeling very poorly for nearly a week and my symptoms getting worse, I saw a GP on the 19th Feb with what I felt was a serious illness. But, I got told I had a cold and to basically go home and ride it out. Even though i was clearly struggling to breath, i was absolutely sweating and i was complaining of a stabbing chest pain which was going through to my back. On the 23rd Feb, I ended up hospitalised and after tests and an x-ray, it turns out I have pneumonia. So, yes, my illness that I thought was serious definitely was. I will be putting in a formal complaint and I will definitely think twice before phoning this practice again if I'm ever feeling this poorly because if I had taken her advice then who knows what state I would be in by now. I am absolutely livid!!

Ames

This GP practice provides a frustrating and disorganised experience. The receptionist initially misled me, directing me to a pharmacist when I needed a GP appointment, wasting my time. When I finally secured an appointment, it was cancelled last minute due to the doctor calling in sick and got rescheduled. On the day, despite checking in and waiting, I received a text claiming I had missed my appointment. The receptionist was unhelpful, and after pushing for a resolution, I was eventually seen by a PA who was unfriendly and dismissive. Overall, poor communication, lack of care, and an inefficient system make this a service I cannot recommend.

Sally R.

The appointment was ok but I had to wait for longer at the pharmacy, as the doctor stayed in my file and didn’t send the prescription through. I don’t know of any other pharmacy, other than the one at Hathern that makes you talk on an intercom and stand outside to collect your prescription. It isn’t 2020 anymore and many of Hathern’s residents are elderly. Shocking really 🤔

Maria N.

I am shocked. Need a blood test for possible diabetes. The first one they can offer is in a month time, unless is urgent. Probably it will be by then. This surgery has gone downhill since it joined Willows Health.

Elaine N.

Had a telephone appointment booked. Dr called earlier than expected , just as I managed to get to phone it stopped. Later tried to call drs no phone back. Surgery staff on training in the afternoon. Called drs today, informed to call for another appointment on Monday. This is the second week of trying to get results that the dr wants to tell me.
Must say Tina on reception is always very helpful every time I speak to her- she deserves a medal 🥇.

L U.

Update: no call back today despite willows health promising to go back to the surgery and rectify this. They informed me I’d receive a call back same day (Thursday) and both Friday and today I’ve been unable to get through on the phone lines. Can somebody please get back to me?!

Writing this over 1 hour deep into a hold on the phone just to speak to somebody about what I assumed was a basic request

Where to start with this GP surgery? There is no wonder it’s rated the worst in the whole of Leicestershire

Basic requests such as asking for full access to coded records, documents and comments on the NHS app become an impossible challenge. Get told to come into the surgery to fill out a form - clearly they didn’t have the correct form and gave me the wrong one. I questioned this and was told it’s correct… surprise surprise next day willows call me up saying it’s the wrong form and it’s not required anyway as the gp surgery itself is responsible for providing this access. Then… provide it? NHS own website says it’s the gp practice and most should have automatically provided access as of 2023…. Not this one!

I could continue… if basic admin is such a challenge imagine what it’s like trying to manage your health with this practice? Will be writing an official complaint as this doesn’t even scratch the surface for the incompetence faced being a patient at this surgery

To be continued… battery dead after now 1 hour 15 of being on hold! Terrible