Pinfold Medical Practice

I am writing this on behalf of my daughter, who wishes to remain anonymous;
I am registered as a permanent patient but found out today, without any written warning, as required by NHS England, that I am no longer a patient because I am a student at the university. I have been made inactive on an assumption that I am never in Loughborough, I am only away two weeks each semester and six weeks in the summer. Ten weeks in total. I am disabled and need regular medication and injections to function and live a relatively normal life compared to able bodied people. No alternative GP services have been provided to me, which is recommended by NHS England. I have only three days worth of medication left and was told to ring 111 to get this or go to A&E. I wonder what the local hospital thinks of this? The admin staff do not know their facts about patient rights within the NHS and they equally do not care about their patients after several interactions with them over the last few months. They were cold and unhelpful today and do not understand that just nipping down to the practice is not an option when you are disabled. There is no patient care or compassion. This practice does not care about their patients, they stereotype, the admin staff are poorly trained, the practice manager never returns calls. The senior partners (GP) implements the care that is given to patients with no thought of the correct procedures in doing this, with any thought towards the patient or as a human being with feelings. This is an appalling practice who care more about making money as partners than their patients.

Absolutely disgusting, I took a form in for a gp to sign for our little boy who has A dairy allergy to start school and have a hot meal at school. It had to be done by a gp as we are still Having consultations with a dietition over the phone. Enclosed was a letter saying that the surgery dose not need to charge for this as it will be completed by an NHS doctor. The Receptionist did not even look at the enclosed letter and I was forced to pay £25 for a gp Receptionist
to sign the form . Even after informing the Receptionist about the enclosed letter she was not bothered and instead I had to pay .

The worst phone system I've ever seen. I've never had a straight forwards call where I've got through. Lines open at 8am, and at 8:02am I call and can't even be placed in a que for an appointment. Just cut off and told to "dial again later". I shall be moving surgery.

Waited 20 minutes on hold to ask for a prescription (that should have been on my repeat list but wasn't), only to be told by the phone receptionist that "in all of [her] 14 years, it had never been done this way" (later proven not entirely true by the practice manager) and that I should have had an automated message telling me this. When I attempted to correct her on this last point- that there had been no message- she became quite rude before ultimately hanging up on me.

In person, to deal with the prescription and the now required complaint, the rest of the staff were wonderful, helpful, and understanding. It strikes me maybe that these bad reviews are all caused by only a single bad apple, who in all "her 14 years", hasn't been taught that customer service skills isn't just putting on a queen's English accent, and that actual manners might be required also.

I hope the practice make appropriate changes to their staffing.

Terrible, medication late often, on slow release morphine for pain had to go without half for a week, doctors have no clue on how to handle people with mental health illnesses, neither to the receptionists, not helpful at all, would of given 0 stars but you can't leave feedback unless you give at least 1 star

I used to rate this surgery, but in the last year it’s has turned into a complete mess. It’s impossible to get an appointment if you ring between 8-9am. Usually you’ll be on the phone for 10mins then the phone will just go dead. I tried for a week to get my HRT prescription, eventually I went into the practise and was told to ring between 8-9am by some rude woman. I explained I’d been trying for a week, to which I go an eye roll and a dirty look. There was a helpful young man that advised me about an online consultation which I could use. You can also use the patient access app to order repeat prescriptions and book appointments. I’ll do anything to avoid the rude woman on reception. Clearly the job is doing her head in and she needs to rethink her career. She’s not doing your practise any favours.

Called at 6pm one day (after work) to request an urgent appointment to be told to call at 8am the next day when appointments are given away. Thought, 'fair enough'.

Called 8am the following day (having not gone to work to try and get this resolved) only to immediately be told I'm number 4 in the queue.

It's currently 0930am and I'm still on hold. No update on queue position.

The practice does not make any appointments available through the NHS app so you have to call to book an appointment. The lady answering the calls is quite rude. Also, there is no way to book an appointment after 9.30 in the morning, apparently everyday all the appointments are taken for the next - day, week, month? Who knows? - after that time. Last but not least, the lady taking the appointments makes mistakes with registering the date of the appointment correctly. A nightmare of practice.