St Lawrence Road Surgery

Appalling service

My father has just had major surgery and needs help for 4 to 6 weeks while he recovers. I was told I’m out of their catchment area even though I’m with them and they are only 1.1 miles away and I need to register with another surgery which is 2.5 miles away. The lack of empathy is astounding!

Receptionists could be more engaged

The front desk staff could benefit from demonstrating greater engagement and attentiveness. The clinical team members, however, are satisfactory.

Straightforward appointment booking and helpful staff

Everything has gone smoothly up to this point.

Reception team always helpful with appointments

I've been a patient at this practice for quite some time now, and I genuinely feel fortunate to have access to their services. The administrative staff consistently demonstrate helpfulness and responsiveness, whether assisting with appointment scheduling or providing information via telephone. They make a genuine effort to accommodate patients, particularly when there are concerns that require prompt attention. The clinical staff are compassionate, engaged, and demonstrate authentic concern for their patients' wellbeing. I have consistently felt heard and valued during my interactions. When I experienced a significant health concern, the practice was able to expedite a referral to specialist services beyond what I had anticipated, which proved beneficial and reflected their commitment to advocating for patient care. I have attended multiple GP practices throughout the UK, and this represents the most positive experience I have encountered. Naturally, no healthcare setting is without limitations, but the standard of care provided here is notably strong. I am appreciative of my registration with this practice.

Easy to reach and genuinely helpful

I have never experienced difficulty contacting my surgery. The online enquiry system works well for me and I consistently receive prompt replies. I was seen by an advance nurse practitioner today and felt unhurried during the appointment. The clinician also proactively offered guidance on an additional health concern and subsequently sent a text message with further helpful information.

Long wait for urgent blood test appointment

I experienced a prolonged bleeding episode that lasted approximately five weeks, which was abnormal for me as I have never experienced bleeding of this duration outside my regular cycle in my three decades of menstrual history. I attended accident and emergency where I was prescribed medication to manage the bleeding, though this proved ineffective. During this time, I attempted to access GP services but faced significant delays in obtaining an appointment. I initially contacted NHS 111 over a weekend regarding my symptoms, which resulted in a phone consultation being arranged for the following Monday. However, this appointment was subsequently cancelled by the surgery, despite my symptoms being severe and atypical for me. I contacted NHS 111 again and was offered another phone consultation, though I was concerned this would also be cancelled. I was advised by reception staff to attend accident and emergency if I felt the situation was serious, yet NHS 111 indicated this may not be appropriate and that I could potentially be turned away. When I finally received a GP consultation, I was advised to arrange blood tests. The earliest available appointment for these tests was approximately three weeks away, which I felt was an unacceptable delay given the potential seriousness of my symptoms. The accident and emergency department had noted a possible condition on my medical records that could indicate various underlying issues, some of which could be serious. I found the overall experience frustrating and felt that my concerns were not treated with appropriate urgency. I was disappointed with the attitude displayed during my interactions with reception staff and felt that my symptoms were dismissed as non-urgent despite being genuinely concerning and out of character for me. I believe the delays in accessing appropriate investigations were unreasonable given the circumstances.

GP dismissed concerns despite medical history

My partner has a neurological condition and the GP discontinued her medication following specialist guidance, despite the specialists appearing to have minimal involvement in her care. She is now experiencing frequent daily episodes as a result, and we feel the practice has shown insufficient concern about this situation. Although her condition is clearly documented in her medical records and was confirmed by emergency services personnel, we believe the level of care provided falls short of what should be expected from healthcare professionals.

Felt genuinely listened to and things got done

It's difficult nowadays to come across healthcare professionals who genuinely care, but I've had a positive experience here. I consistently see the same advanced practitioner, who really takes time to listen to my concerns and manages to resolve matters promptly. I'm very pleased with the service I've received.

Impossible to get through on the phone

Unable to reach the practice by telephone on multiple attempts, with extended waiting times in the queue. When contact was eventually established after a considerable delay, the earliest available appointment was several weeks away.

Friendly staff made appointments quick and easy

I wanted to share that while people tend to voice complaints readily these days, my own experience at this practice and with the team over the past year—during my partner's health challenges and my own recent procedure—has been excellent. The staff have been welcoming, appointments have been prompt, and everything has run smoothly. I can only comment based on what I've personally encountered, and we genuinely appreciate the care we've received. Thank you.

Difficult to book appointments for routine tests

I require a blood test to check my thyroid function. Obtaining an appointment in a timely manner has proven to be quite challenging. I am being directed to attend a hospital for the test and subsequently face an uncertain wait for the results to be communicated back from the practice.

Friendly approach made my granddaughter feel at ease

My granddaughter had an appointment at the practice today. The clinician was wonderfully kind and made the entire visit comfortable and reassuring for a young child.

Front desk staff handled pressure with politeness

The team members are consistently supportive and accommodating. The reception staff navigate a challenging environment well, as is common across many UK healthcare settings where demand exceeds available appointment slots, yet they consistently demonstrate courtesy, professionalism and warmth in their interactions.

Friendly reception and a clean waiting area

The team members were welcoming, the reception area was pleasant and well-maintained, and my visits have consistently been positive.

Long waits for non-urgent appointments remain frustrating

Like many general practices in the area, establishing a strong ongoing relationship with a clinician proves challenging. The practice remains effective for urgent cases requiring prompt assessment, though routine appointments typically involve considerable waiting periods. This practice previously maintained an excellent reputation, but following recent years, several highly regarded clinicians departed. These individuals were exceptionally skilled practitioners. Unfortunately, their successors have not yet demonstrated comparable levels of expertise in my experience. The current approach appears to prioritise administrative processes rather than patient-centred care. Coordination among clinical staff, management, and front-of-house teams has noticeably declined from previous standards. I must acknowledge that my confidence in the service has diminished. I encountered difficulties with medication management that required an extended timeframe to resolve satisfactorily. Had I not experienced the practice during its earlier period, my assessment might be more favourable. However, based on my current experience, there is considerable room for improvement.

First appointment felt properly listened to

Had a first class consultation this morning.

Friendly staff made me feel genuinely listened to

I cannot praise the team at this practice highly enough. The care and treatment provided has been excellent, with staff members proving to be both friendly and helpful throughout. I would strongly recommend this surgery to others.

Better service with shorter waiting times now

There has been a noticeable improvement compared to earlier in the year, with an expanded medical team now in place resulting in enhanced service quality.

Staff always find time to help

The team at this practice have consistently demonstrated care and compassion towards me and my loved ones. I find it straightforward to secure an appointment, and when that isn't possible, they make an effort to reach out via telephone to provide guidance. The practice feels welcoming and reliable.

Quick response through their website system

I accessed their online platform to describe my concern and was informed I would receive a response within two working days. To my pleasant surprise, they contacted me very quickly by phone and arranged my medication promptly. I was extremely impressed with the efficiency of this complimentary service.