Lawson Road Health Centre

Horrendous

Receptionists lack even the most basic of social and interpersonal skills, are rude and unwelcoming, the admin staff cannot carry out the simplest of tasks, the practice nurses are incompetent.

Friendly welcome at new surgery

Recently started attending this practice and have been pleasantly satisfied with the experience so far.

App messaging would make contacting easier

I'm frustrated that the messaging feature isn't available in the app, as it would be helpful for contacting my local practice through the NHS app. I'd appreciate if this functionality could be restored. Additionally, I'm concerned about the length of time it's taking to receive results from recent tests. I'm experiencing ongoing ear-related symptoms and would welcome a quicker turnaround on these results.

Friendly reception staff made booking easy

Welcoming and extremely supportive

Sudden removal caused unnecessary stress and harm

Would rate zero if possible. I was undergoing ongoing mental health support with this practice when, after being a patient for over three decades, I was informed I was outside their service boundaries and given less than a week to locate alternative care. This sudden transition created significant stress that resulted in a prolonged hospital admission. I would strongly recommend seeking care elsewhere.

Struggled to get prescriptions processed efficiently

Persistent challenges experienced with the provision of essential medication that is vital for health management.

Felt genuinely listened to and cared for

Excellent medical practice. Compared to my previous healthcare providers, this surgery stands out as exceptional. The clinical team has consistently demonstrated patience, expertise, and genuine compassion in their approach to care.

Shouted at over engine in car park

I dropped my partner off to pick up a prescription and was waiting in the car park for just a couple of minutes when someone, who I believe was a healthcare professional, opened a window and called out asking me to switch off my engine. If the practice wants visitors to turn off their engines in the car park, it would be more professional to display signage rather than shouting across from a window.

Long waits and confusing appointment booking process

I'm puzzled about why this practice continues to accept new patients when they appear to lack the capacity to adequately serve their existing patient base. I've been registered here for approximately 18 months and haven't managed to have an in-person consultation. On the occasions I've secured an appointment, it's been scheduled several weeks in advance for a remote consultation only, and I've been given a date range rather than a specific time slot. The advertised opening hours on their website don't match the hours stated on their telephone system, and when attempting to book appointments by phone, I'm directed to use their website instead (only to be told each time to call back the following day), or I'm advised to attend a walk-in centre. This makes me question the value of having them as my registered practice. I'm deeply disappointed by what feels like a significant shortfall in patient care and support. The service feels inadequate, and I'm finding myself increasingly discouraged about continuing with them.

Receptionist dismissive when reporting emergency symptoms

I attended my local GP practice on a recent date with concerns about potential cardiac symptoms. The receptionist indicated they were unable to provide a diagnosis and suggested I contact the practice for a callback from a clinician. Subsequently, a clinician did call back approximately half an hour later and advised me to attend the emergency department immediately due to the seriousness of my symptoms. I made multiple visits to the practice that same day to collect sick leave documentation, only to find the paperwork was not available on each occasion. I was informed the clinician would contact me once the documents were prepared. Following several phone calls, I was eventually offered an appointment at 5:50. Due to the delays in obtaining these documents, I was unable to submit them to my employer by the required deadline, which has resulted in me not receiving sick pay for the month. I found the receptionist's manner to be dismissive and unhelpful throughout this process. The attitude displayed fell short of what I would expect in a professional healthcare setting, and I believe most workplaces would not accept such conduct from their staff. Overall, I was very dissatisfied with my experience and would not recommend this practice to others. The situation caused me considerable frustration and concern.

Friendly reception made the visit pleasant

Welcoming and courteous

Reception staff were dismissive on the phone

The reception staff can come across as dismissive and condescending, which is frustrating. When calling with concerns, the tone is often unwelcoming rather than supportive. This is difficult for me personally, but particularly disappointing when it involves seeking care for young children. We had previously understood that unwell children in this age group would be accommodated for appointments, yet this didn't happen on this occasion. It would be beneficial if all team members remembered that patients who are unwell deserve to be treated with kindness and courtesy, rather than rudeness.

Reception staff lacked basic customer service training

I have experienced significant dissatisfaction with this practice. I have submitted a formal complaint to the relevant regulatory body. I previously received a response to my initial contact, however I did not find it to be helpful or satisfactory. I chose to escalate the matter further. Following my complaint to the regulatory body, I felt that no meaningful action was taken. I believe there is a systemic issue where concerns are not adequately addressed. This has reinforced my view that patients may not receive appropriate responses to their feedback. The reception team appeared to lack adequate training in customer service and communication skills, which contributed to my negative experience. Due to my concerns about the quality of care and service at this practice, I have decided to register with an alternative surgery that I believe provides a better standard of care.

Receptionist was pleasant and helpful throughout

I have had a positive experience during my time at this practice over the past year. On the occasions I have needed to contact them by phone, the reception staff have been courteous and responsive with callbacks, and the clinical staff have provided excellent care. It is worth recognising that how we communicate with healthcare professionals, even when frustrated or unwell, can influence the quality of our interactions. Courtesy and respect are valuable in any healthcare setting and do not require any additional cost or effort.

Reception staff didn't listen to appointment needs

That's regarding the reception experience. Following a previous telephone consultation several weeks earlier that allowed time for the prescribed treatment to take effect, and in accordance with the guidance to arrange an in-person visit if there was no improvement, the receptionist appeared focused on scheduling another telephone appointment for a considerable time in the future. Throughout the interaction, they repeatedly inquired about the nature of the health concern without first establishing who the regular healthcare provider was or obtaining basic patient details. The approach came across as unhelpful and intrusive.

Felt reassured after thorough annual health review

I attended my annual health review today and had a very positive experience. The clinician demonstrated extensive knowledge and conducted a comprehensive assessment in a warm, professional and compassionate manner. They provided thoughtful guidance about my ongoing health management, which was communicated in a measured and considerate way. The appointment left me feeling confident and reassured about the quality of care available within the NHS.

Reception team made me feel genuinely welcomed

I have nothing but admiration for the entire team at this practice, from the reception staff through to the clinical team. One particular clinician provided me with valuable support during some challenging periods, and I am genuinely grateful for their care. I was saddened to learn of their retirement, as they were an exceptional healthcare professional. I wish them all the best for the future.

Friendly reception made booking straightforward

Excellent medical facility! This is the finest general practice I have ever attended!

Photo diagnosis led to wrong treatment outcome

I am very dissatisfied and will not return to this practice due to concerns about the diagnostic accuracy I experienced. I presented with a skin rash that appeared to be allergy-related. I was asked to provide photographic evidence of the rash, which I did. Based on this, I received a diagnosis and was advised to apply a recommended treatment without attending the surgery in person. Unfortunately, the treatment caused significant irritation to my skin, which I believe was due to an inaccurate initial diagnosis. I subsequently sought a second opinion from another healthcare provider and presented the same rash. I was informed that the original diagnosis was incorrect and that I was actually experiencing a severe allergic reaction instead. Following the correct diagnosis and appropriate treatment from the second provider, my condition has now fully resolved.

Reception staff attitude needs improvement

Disappointing experience with the service provided. The reception team's conduct fell significantly short of expectations, with an unhelpful demeanor that would be considered unacceptable in most professional settings. The standard of customer interaction needs considerable improvement.