Lister House Surgery

Terrible healthcare experience avoid this medical nightmare

Absolutely terrible medical staff who seem more interested in financial gain than patient care. The healthcare providers are completely indifferent to patient well-being, and the management is equally dismissive of any complaints. This entire surgical facility should be shut down immediately due to their appalling standards of service.

Worst customer service experience ever encountered

I reached out on Tuesday and was greeted by an automated message indicating a 72-hour wait time for a response. When I called again on Friday, I found myself in the queue, supposedly first in line. Despite being "number 1," I endured almost an hour of waiting without anyone addressing my call. It's truly disheartening to witness such a decline in customer service 😢

Terrible experience with unprofessional medical staff nightmare

My surgical experience was absolutely terrible. The front desk staff demonstrate shocking unprofessionalism, displaying complete incompetence when handling phone communications. Even more concerning, the physicians appear to rely on internet searches rather than genuine medical expertise when addressing patient concerns.

Friendly staff makes my day better

The front desk staff are incredibly friendly and accommodating. They consistently provide excellent assistance and are always ready to address any questions or concerns.

Nightmare healthcare experience you should avoid at all costs

What an absolutely dreadful establishment. I wouldn't even recommend it to my worst enemy. The staff seem completely disinterested, wearing fake smiles that barely mask their indifference. The prescription staff appear terrified of any interaction, likely aware of their own incompetence. If I had the authority, I would immediately close this entire facility. It's like sitting in a nightmarish waiting room straight out of a horror movie. Anyone with an ounce of self-respect or concern for their family should avoid this place at all costs. It seems they've simply recruited everyone from the unemployment office, doctors included, creating an environment of complete unprofessionalism and neglect.

Worst medical experience ever for my poor child

IF ONLY I COULD GIVE THIS MOCKERY OF A MEDICAL PRACTICE 0 STARS!! I was present at the facility recently with my child. Initially, the physician arrived late, causing my child to become irritable. Moreover, distressing sounds of shouting were audible from the front desk area. To my astonishment, I observed the doctor from examination room 4 - who has consistently demonstrated an ARROGANT AND CONDESCENDING demeanor - verbally attacking a receptionist. Naturally, only a complete buffoon masquerading as a medical professional would dare to yell at young female staff members. I have formally submitted a written grievance to the practice's leadership regarding what I personally witnessed!! If he cannot demonstrate basic respect towards his colleagues, it's unsurprising that his patient care is equally deplorable.

Worst medical experience ever causing extreme patient suffering

Caution: using this medical practice could seriously jeopardize your well-being. The doctors are self-absorbed, heartless, and cold. They fabricate their own irrational protocols. My suffering and emotional distress have been exponentially amplified. Thanks, doctors! Anyone valuing their life should seek a compassionate surgical facility run by ethical professionals. This practice is a disgraceful blemish on the NHS. Even NHS England's internal assessment acknowledges that Lister House Surgery on Luton Dunstable Road requires substantial improvement. I've reluctantly assigned this deplorable practice a single star, though it truly merits negative 1000 stars. The most appropriate action would be immediate closure. How are they still permitted to operate???? These physicians should schedule an appointment with each other and finally recognize their complete incompetence. This surgery epitomizes the systemic collapse of the NHS. Every medical professional and staff member requires comprehensive retraining. They must comprehend that patients fund their substantial salaries. They are absolutely not doing us any favors. Their attitude towards patients is reprehensibly disrespectful.

Terrible service and outdated payment methods

Utterly dissatisfied!!! I submitted an online request for a private letter, only to be informed that I must physically visit the premises to complete the order. There's zero clarity about payment methods - in this day and age, you'd expect multiple options, but no!!! After rushing in post-work, I was abruptly told my request would be ignored unless I pay in cash, which is completely absurd and unacceptable. When I suggested paying upon letter collection, the receptionist Sarah was completely inflexible! Not a shred of understanding or customer service skills - just an outright, harsh NO!!! She instructed me to walk to the petrol station ATM across the road, completely disregarding that I exclusively use digital payment methods. When I inquired about filing a complaint, her dismissive response was simply to email the practice manager - and nothing more. I urgently need someone to contact me as I am beyond frustrated with this medical practice and its staff

Terrible gp practice with zero patient care

Completely useless GP practice. Seeking medical care here is like gambling with your health. Getting a face-to-face consultation is practically impossible, even for children. Since the lockdown, they've become obsessed with phone consultations and show zero interest in actually seeing patients. Their online triage system is a complete disaster, consistently misinterpreting urgent messages as trivial. When you attempt to contact them, they simply redirect you to urgent care or demand you submit another online request. I'm baffled by their claim to be a medical practice. Their continued operation is a mystery, and patients absolutely deserve far better. THEY SHOULD BE ASHAMED. The Practice Manager is equally incompetent, offering nothing but hollow promises that quickly vanish. Complaints are systematically ignored and conveniently forgotten. Their professionalism is non-existent, and they demonstrate zero accountability. Their incompetence actively creates additional stress for patients, and they never, ever apologize for their mistakes. If I could rate them lower than zero stars, I absolutely would.

Terrible service and uncaring staff at this practice

IF I COULD, I WOULD GIVE THIS PRACTICE ZERO STARS. I've endured a terrible experience with them for over 23 years. Their staff's attitude is completely unacceptable, particularly the receptionists who show zero concern for patients. They advertise emergency appointments as readily available by phone, but when I called, they directed me to their website. It's a complete embarrassment to the NHS. When my son had serious ear issues, despite my request to see him first thing in the morning, they scheduled him last. I'm absolutely changing practices. I strongly advise against this practice, especially given their staff's appalling demeanor - they've become a total mockery. Just check other patients' reviews to see the widespread negative sentiment.

Terrible online system fails to deliver promised service

I'm utterly frustrated with their new digital booking platform. I was compelled to schedule an appointment through their online service, which sent me a text confirming a GP would call me on 30th April 2025 in the evening (after I initially used the service on 23rd April 2025). I had no option but to patiently wait for the scheduled call. However, I'm still waiting with no communication. This morning, when I attempted to file a complaint about this unacceptable situation, I discovered that because it was only 7:28, the system blocked me from accessing the complaint forms! My overall experience has been extremely disappointing and completely unacceptable.

Friendly staff and smooth medical experience

The front desk staff were exceptional. They provided clear guidance on scheduling consultations. The online booking process was seamless and efficient. The physician was also highly competent. 5/5

Terrible customer service ruins healthcare experience

Utterly appalling! I'm struggling to comprehend why the front desk personnel could be so dismissive and indifferent. Perhaps they're overwhelmed with work? Scheduling an appointment is practically unachievable. When you finally manage to connect with someone, their attitude is harsh, dispassionate, and clearly eager to end the conversation as quickly as possible. I've lost count of the times I've been left waiting on hold, only to have the call abruptly disconnected. I wouldn't suggest this medical practice to anyone under any circumstances.

Nightmare smear test with uncaring nurse anita

Horrific place. I underwent my inaugural cervical screening today, and it was a deeply distressing encounter. Nurse Anita demonstrated a complete lack of empathy and support throughout the entire procedure. When I politely requested a smaller speculum (as recommended by NHS guidelines), explaining this was my first examination, she flatly denied its availability—a claim I found highly questionable. She proceeded to use an excessively large instrument without attempting to comfort me or engage in any conversation to alleviate my anxiety. Adding to my discomfort, I realized she hadn't applied any lubricant to the speculum. Upon raising this concern, she dismissively claimed it would interfere with the test—directly contradicting established medical advice and NHS recommendations. When I shared that my mother had advised me about lubrication, she coldly retorted, "It's not your mum doing the test, it's me." Her approach was thoroughly unprofessional and devoid of basic human compassion. The experience was traumatizing, and I am currently preparing to file a formal complaint. Nurse Anita has consistently demonstrated rudeness, detachment, and a complete disregard for patient concerns. When conducting an intimate medical procedure, basic human decency—kindness, patience, and respect—should be fundamental. Regrettably, Nurse Anita embodied none of these qualities. I strongly caution against seeking treatment at this facility if you value being treated with dignity. Moreover, the surgery's overall standard is abysmal. Booking an appointment is nearly impossible, and the staff's helpfulness is virtually non-existent.

Exceptional care and compassion at lister hospital

I've experienced truly exceptional individualized attention at Lister - consistently feeling heard and comforted when seeking assistance - the personnel are knowledgeable and supportive - I believe it's unfair to post negative feedback based on isolated events - there are established protocols and processes in place, and from my perspective, I feel respected and well-attended to. Every member of staff, both clinical and administrative, has always demonstrated utmost politeness and professionalism

Terrible gp surgery with zero patient care

I'm incredibly exasperated with the service at this medical practice. Previously, their appointment booking system required calling at 8:30am, but even when dialing precisely at that moment, you'd find yourself 30th in the queue, with all slots disappearing within minutes. Securing an appointment was virtually impossible. They've now transitioned to an online request form where a GP assesses the urgency. This morning, I specifically requested a doctor's appointment for my seriously ill son, wanting to avoid other healthcare professionals. However, I received a message stating their practitioner was "sufficiently qualified" and had been assigned to his case. I'm familiar with this practitioner, and her interpersonal skills, especially with children, are non-existent. She never offers a warm demeanor and appears completely detached, which only heightens my discomfort. I explicitly requested a doctor because I have zero confidence in her ability to handle my son's situation. To compound my frustration, during my most recent attempt to secure an in-person GP consultation, the doctor simply phoned me and prescribed antibiotics "as a precaution" without conducting any physical examination. This approach strikes me as utterly irresponsible. After every interaction with this practice, I've been compelled to contact 111 because I cannot trust them to deliver adequate healthcare. It's abundantly clear that their service model completely disregards patient needs, and I will definitely be seeking alternative medical care providers!

Frustrating healthcare nightmare with zero communication

Edit 7.12.24 - online platform claims Saturday availability, yet phone service is inactive and web booking remains inaccessible I'm utterly baffled by how anyone manages to secure an appointment here. I've been languishing for a fortnight waiting for a return call. When I phoned, I was instructed that bookings must be made exclusively through their website (to request a callback), despite already having waited two weeks. They refuse phone bookings, leaving me wondering how individuals without internet access are supposed to schedule anything. I was told website bookings launch at 8am, so I've diligently been online from 8-9am, and still, nothing is functional. At this rate, I might perish before successfully scheduling an appointment. An absolute embarrassment of a medical practice

Terrible customer service from rude receptionist tahira

The receptionist, TAHIRA, has an incredibly harsh and aggressive communication style that is utterly unprofessional. Her demeanor is consistently hostile and dismissive whenever I attempt to contact her. She displays zero compassion and appears completely uninterested in providing any form of assistance, often cutting off conversations abruptly. Her conduct is so inappropriate that she should be removed from her position. As someone who struggles with anxiety, interactions with such insensitive individuals can be extremely detrimental to one's mental well-being and emotional state.

Worst doctor ever unprofessional and cruel

This is utterly ridiculous. The Dr. Charles Essen who supposedly treated my wife for her depression was completely indifferent and callous. He displayed a shockingly disrespectful attitude, deriding and belittling my wife's serious mental health struggles, despite her being in an extremely fragile emotional state. The doctor dismissed her concerns entirely and ultimately told her to leave, making it clear he had no intention of providing any assistance. I sincerely hope this physician faces the consequences of his heartless and unprofessional conduct.

Friendly medical center with warm and helpful staff

The medical practice located here provides a warm and inviting atmosphere.