Lawrence House Medical Centre

Practice felt rushed and didn't listen properly

This practice has not met my expectations compared to others I have attended. The high volume of patients appears to impact the quality of care, as appointments feel hurried and I do not feel my concerns are being adequately addressed. The experience has left me feeling that my time here is not well spent. I am considering registering with a different GP practice.

Quick appointment and prescription sorted same morning

Called in the morning, was seen within an hour and a quarter, collected my prescription shortly after, and felt significantly better by mid-morning. I'm grateful to everyone involved for providing such an excellent service; I do wish I had sought help sooner and avoided several weeks of discomfort beforehand.

Reception staff weren't helpful with booking

The level of care provided fell short of expectations.

Dismissive response to a straightforward question

I received a dismissive response to my inquiry and was advised not to rephrase my question when it appeared the staff member was having difficulty grasping what I was attempting to communicate.

Quick callback got me seen same day

Called in today after experiencing discomfort for a couple of months. I received a callback within thirty minutes and was able to arrange an in-person appointment. The clinician was excellent 👏

Felt unheard and disrespected at appointment

My partner attended an appointment to discuss their mental health concerns and had hoped to manage the visit independently. Unfortunately, they returned feeling that they hadn't been properly understood and felt their concerns weren't taken seriously. While a few members of staff demonstrate genuine compassion, there appears to be inconsistency in the quality of care provided. The overall experience left them feeling that their wellbeing wasn't prioritised as it should have been.

Struggling to reach a doctor by phone

I have been a patient at this practice for four years, but my appointments have consistently been with nursing staff rather than a doctor. During these visits, I was required to take my own measurements including weight, blood pressure, and height before being seen. When I attempted to book an appointment with a doctor today, I made multiple calls but was repeatedly directed through an automated telephone system without success. This experience has been frustrating, and I am now considering registering with a different practice.

Staff stayed calm despite patient complaints

I attended an appointment on a Wednesday in July to have clips removed following a procedure. The clips proved difficult to remove and required extended time to complete. The clinical team worked together collaboratively, and despite managing other patients during a busy period, they demonstrated excellent care and professionalism throughout. I was very satisfied with the service provided and would like to express my gratitude. This experience merits the highest rating, and I would recommend this practice.

Phone staff were dismissive and unhelpful

Extremely poor experience. The reception staff demonstrated a lack of courtesy when I contacted the practice. When I attempted to explain my concerns, I was simply instructed to ring back at a later time as the office was closing, without further assistance or discussion.

Felt truly listened to and understood

I had a really lovely appointment today with a healthcare professional who was extremely understanding and made the overall experience very pleasant.

Long wait to see someone about mole

Extremely disappointing experience!!!! I have had a skin concern on my neck for quite some time that requires professional assessment, and I have been placed on a waiting list like all other patients😡 I sincerely hope this turns out to be nothing serious!!! I am very frustrated with the situation

Lengthy waits for telephone appointments frustrate patients

The practice appears to be struggling with operational efficiency and service delivery. There are concerns about limited appointment availability and the capacity to provide timely medical guidance given the high patient volume. The appointment triage process seems inadequately managed, resulting in significant delays even for telephone consultations with healthcare professionals. Patients are frequently directed to alternative NHS services, which can create extended waiting periods and additional strain on wider healthcare resources. The complaints handling procedure lacks transparency and clear communication to patients. Mental health support appears insufficient, particularly when other healthcare professionals have recommended urgent follow-up care. While the frontline clinical and non-clinical staff bear the brunt of patient dissatisfaction, the underlying issues appear to stem from management and leadership decisions made at a higher level, where there may be limited visibility of day-to-day patient interactions. Overall, there is a sense that this important healthcare service would benefit from a greater focus on compassionate care and patient-centred values in its approach to service delivery.

Reception staff were dismissive and unhelpful

The staff members were unhelpful and displayed poor attitudes towards me. I felt disrespected during my visit, and the support provided to my accompanying family member was inadequate. We have decided to switch our care back to our previous practice.

Nurse quickly resolved my dressing concern

Attended an appointment regarding concerns with a medical dressing and received assistance that resolved the issue satisfactorily. The visit was straightforward and helpful following a recent surgical procedure.

Impossible to get an appointment when needed

This practice appears to be poorly run, representing the worst healthcare experience I have encountered. Scheduling an appointment is extremely difficult, and when I do need to see someone, the available slots are far too distant in the future rather than addressing my immediate health concerns. I would strongly recommend seeking care elsewhere.

Long waiting times made appointment difficult

The appointment availability involves a considerable wait that feels excessive.

Online booking delays leave patients waiting weeks

Unsatisfactory practice - if you are considering registering, I would advise against it. This is the type of practice that makes you seriously question the value of your national insurance contributions. You are instructed to book appointments through an online system which the clinical staff frequently categorise as non-urgent, and inform you that you may need to wait anywhere from a week to several weeks for an appointment. I was recently advised to wait over a week for an appointment regarding a respiratory infection, despite mentioning that the infection had already been present for three weeks - I have multiple other instances of comparable situations. There is a persistent absence of attentiveness from the team, the reception staff are often dismissive and confrontational in the majority of interactions, and you experience a sense of having to persistently advocate for yourself to obtain an appointment or receive any consideration, whether your concern is minor or significant. Should we genuinely need to attend emergency services for routine healthcare needs in one of the world's most developed economies? The failure to deliver an adequate service (which we fund through our regular earnings) is deeply concerning and reflective of a regrettably struggling system. Access to medical appointments at times that suit your personal circumstances, including your work commitments, so that you can recuperate and return to work, is such a fundamental requirement. I am deeply disappointed that well into the post-pandemic period, we continue to experience a situation where accessing basic healthcare appears difficult or feels like a privilege rather than a standard entitlement.

Impossible to book appointments at this surgery

I recently decided to change surgeries after being a patient there for many years. I found their service delivery to be significantly problematic. Obtaining appointments, whether by telephone or in person, proved extremely difficult. Additionally, I experienced issues with communication regarding test results, and overall felt the standard of care fell short of expectations.

Impossible to get an appointment here

This practice does not appear to prioritise patient care. Obtaining an appointment to see a healthcare professional is extremely challenging. When I raised concerns about the situation, the reception staff response was dismissive and unhelpful, with no clarification provided. The fundamental problem remains that securing an appointment is exceptionally difficult. I would advise against registering here.

Helpful staff kept us informed while waiting

It was wonderful to see such a friendly and approachable member of staff outside the practice today, who was very helpful in assisting older patients and also kept those of us waiting for pickups well informed throughout.