Lister House Surgery

Terrible service from unfriendly black-haired receptionist

That specific dark-haired receptionist... I've never encountered someone quite like her. She is absolutely unsuited for a customer service role.

Terrible service from lazy and incompetent employees

Extremely unprofessional employees who show absolutely no work ethic or commitment to their job responsibilities.

Skilled doctors let down by terrible customer service

The medical staff here are truly exceptional, that's crystal clear. However, the front desk and call center personnel leave much to be desired. Getting through to someone is an incredibly frustrating experience. I've been stuck on hold for an hour, and each time the automated system claims "You are number 1," it feels like an eternity before anyone picks up. Even worse, calls frequently drop without warning. Their communication infrastructure is completely inefficient and poorly designed.

Worst healthcare experience ever disappointing and dismissive

Absolutely dreadful. As a newcomer to this location, the registration process has been nothing short of awful from the start! When I discussed my mental health concerns yesterday, I was essentially made to feel invalidated, which is just fantastic! I cannot emphasize enough how much I advise against this experience.

Frustrating communication and unhelpful healthcare experience

I reached out on a Friday in September 2021 regarding a significant yet non-urgent concern, and my experience unfolded as follows: I was left waiting on hold for nearly two hours I was offered a potential doctor consultation on Sunday at midday The physician did call, but at a time completely different from our prior arrangement, causing me to miss the call. They left a voicemail suggesting I visit Urgent Care if my condition worsened. I followed this advice, spoke with a hospital doctor who committed to having Lister House schedule some diagnostic tests. Immediately after, Lister House contacted me, instructing me to call the hospital to arrange the tests. However, the provided number appears perpetually busy, leaving me utterly uncertain about my next steps. While each individual staff member seems genuinely motivated to assist, the overall communication process has been extraordinarily challenging, revealing what appear to be fundamental systemic inefficiencies.

Worst customer service ever terrible healthcare experience

Completely unacceptable service standards with front desk personnel displaying a dismissive and condescending attitude. Their lack of customer care is evident, making scheduling any interaction an exercise in frustration, and they demonstrate minimal interest in addressing client needs.

Terrible service and unhelpful medical practice

This medical practice is absolutely worthless. The front desk employees are discourteous and unwilling to schedule any consultations. When my child is unwell, they claim they can offer an appointment two months from now?? It's clear they are solely focused on financial gain and have zero concern for their patients' health. AVOID THIS PRACTICE AT ALL COSTS.

Frustrating phone system fails miserably every time

Tried calling for an appointment and got caught in a frustrating phone maze. After hitting the right option, I was greeted with a queue message that abruptly switched to an automated messaging service multiple times. To make matters worse, the Econsult link is completely inaccessible. Just fantastic...

Mixed feelings about this medical practice

The healthcare professionals at this practice are truly exceptional, with only one GP falling short of the mark. Following a traumatic incident where my dog was deliberately killed in a hit and run, this particular doctor showed a complete lack of empathy. When I was struggling with what was later diagnosed as PTSD, her advice was simply to call the Samaritans, and she refused to provide a referral. Her disinterest was palpable, and she's the only doctor I would now avoid. While the medical staff are wonderful, the administrative and reception team consistently undermine the practice's quality. Booking an appointment is incredibly challenging, with the team demanding intrusive details about the reason for consultation, disregarding patient confidentiality. Their demeanor is often abrupt and dismissive. A particularly distressing experience occurred shortly after my premature son's passing, when I needed my MATB1 form. Already emotionally fragile, I was told "no need to cry" when the form was lost. Only after I explained my recent loss did they show any semblance of compassion. I recognize the pressures of their role, but in a public-facing position, basic kindness and a welcoming attitude should be fundamental. The healthcare professionals are excellent, but the administrative team's approach significantly detracts from the overall patient experience.

Terrible medical care at lister house surgery

I was a patient at Lister House Surgery for 18 months, including during the COVID-19 pandemic. Candidly, the doctors and staff at this practice should hang their heads in shame for the abysmal standard of care they provide. I have never encountered such blatant negligence and total disrespect from healthcare professionals. As someone whose mother worked as a medical secretary, I deeply understand the challenges of their work. I also recognize the immense pressures the pandemic placed on NHS resources and staff mental health. However, these circumstances cannot excuse the consistently appalling behavior I've experienced at every interaction with Lister House. The practice appears to harbor a systematically toxic culture that permits outright disrespect, antagonism, and complete emotional detachment from patients. My family has repeatedly suffered medication disruptions due to Lister House's unreliable prescription processes, despite numerous follow-up calls. Every phone interaction can be expected to involve interruptions, being talked over, deliberately antagonized, and ultimately disconnected. Moreover, my urgent appointment requests were consistently deprioritized and suddenly canceled, even after 111 operators and urgent care centers deemed my condition an emergency. The sole positive action Lister House took was referring me to another GP office, where I was finally treated with the basic human dignity and compassion a patient deserves. I will unequivocally not return to this practice. Shame on Lister House Surgery. They urgently need reminding that patients are human beings. If they continue to flagrantly disregard their fundamental duty of care, patient health will deteriorate - and their negligence will bear full responsibility.

Compassionate service made my medical experience better

Although I experienced a lengthy wait on the phone (which is quite reasonable given the pandemic), the receptionist who assisted me was incredibly supportive and efficiently scheduled my appointment. It was truly delightful to interact with someone who seemed genuinely invested in helping me. While I unfortunately didn't note her name, I want to express my appreciation for making me feel like a respected and important client rather than just another anonymous caller.

Terrible customer service and endless phone wait times

Echoing the frustration of many customers - their phone support is absolutely terrible! I wasted an entire hour waiting on hold today and never even managed to connect with a representative. The single star rating feels far too generous for this abysmal service.

Unacceptable medical practice with terrible communication

I've been desperately attempting to reach someone at this medical practice for an entire day, and not a single person seems capable of picking up the phone. As a pregnant patient, I urgently need to consult with my general practitioner, and this level of service is absolutely unacceptable. If my calls continue to be ignored, I will not hesitate to file a complaint with the General Medical Council. Having previously worked as an NHS receptionist myself, I know full well that answering phone calls is a fundamental aspect of the job. They desperately need to improve their staffing and communication skills!!!

Terrible customer service with zero communication

Getting in touch with customer support is like trying to win the lottery - good luck actually reaching a live person.

Terrible service and disrespectful staff at surgery

The reception team at this medical facility completely fails to embody the core principles of the NHS. Their approach lacks respect, professionalism, empathy, and basic courtesy. Whenever I attempt to contact them for assistance, I'm overwhelmed with anxiety about how they might respond. Their attitude is consistently dismissive, and they show no genuine interest in listening to patients' concerns. This NHS trust urgently needs to address these unacceptable behaviors. Every patient has the fundamental right to be treated with dignity and compassion.

Terrible customer service from unhelpful front desk staff

Disrespectful and unhelpful front desk staff who seem constantly rushed and annoyed when addressing inquiries, acting as if responding to customers is an inconvenience. Additionally, their response time is extremely slow, with extended wait periods before even picking up the phone.

Terrible service and uncaring medical staff at lister

This medical facility is absolutely dreadful and ranks as the most terrible healthcare institution I've encountered. The front desk staff display an appalling lack of professionalism and courtesy. The general practitioners demonstrate a complete lack of engagement, showing zero initiative in patient care. When diagnostic results are unfavorable, they cowardly delegate communication to their receptionists instead of personally contacting patients. The entire establishment is a disgrace, and it's particularly embarrassing that even hospitals in less developed regions with minimal resources manage to provide superior care compared to Lister.

Heartless midwife surgery fails pregnant patients

As a woman in the late stages of pregnancy consulting midwives at this clinic, you would expect some basic compassion, right? Apparently not. They adamantly refuse to let patients use their restroom facilities. Their solution? Arrive late to your appointment and find a public toilet instead. The way they can deny bathroom access to anyone, especially a heavily pregnant woman, is utterly unacceptable! DISGUSTING! The reception staff display shocking unprofessionalism. The initial encounter is incredibly off-putting. I've been attempting to schedule a midwife appointment for over a week, enduring endless phone queues lasting 30+ minutes, only to have the line disconnect when I finally reach the front. ABSOLUTELY appalling!