St Lukes Primary Care Centre

Reception staff were dismissive and unhelpful

The receptionist's manner came across as quite dismissive and curt, which I found unhelpful. On a separate visit, my daughter had an uncomfortable experience when attempting to book an appointment, as she was directed to use an alternative method rather than the approach she had taken. This was discouraging for her given how much effort she had put into coming in. I've heard from others who have encountered comparable difficulties with the booking process.

Switching practices due to poor nursing care

I would appreciate it if the practice could review the performance of one particular staff member, as I have found my interactions with them to be unsatisfactory. I am considering changing to a different GP practice due to my concerns about the quality of care I have received.

Helpful staff and easy online appointments

I couldn't find anything to criticise. I was genuinely anxious about needing to switch medical practices when we relocated, but they've made the transition really smooth. I haven't had any difficulty booking appointments through their online system or reaching someone by telephone. Their callback option is excellent as it means you're not stuck holding on the line, and everyone I've dealt with has been courteous and compassionate. I felt it was important to share a positive experience to provide some balance to other feedback ❤️

Same day appointment when phoning about son

Called regarding my child and was able to get an appointment the same day. The team provided excellent service and I'm very grateful.

Phone line keeps cutting you off without waiting

The telephone system disconnects callers and instructs them to try again later. Multiple attempts were made between 7:59 and 10:00 at five-minute intervals without receiving a response. There is no option to hold in a queue or speak with someone directly. When visiting in person, reception staff directed me back to using the phone line. This appears to be an ineffective system that creates difficulties for those unfamiliar with it or seeking alternative ways to make contact.

Impossible to book appointments, receptionists unhelpful

Would give it no stars if I could as obtaining an appointment is extremely difficult. Following a visit to accident and emergency, I was advised that I required certain blood tests to be repeated as a matter of urgency within three days. When I contacted the practice, I managed to get through, which was surprising in itself, only to be told by reception staff that I did not require an appointment as I was well. My call was then transferred to a clinician who eventually agreed to book me in for blood tests, or so I believed. When I attended what I thought was my appointment, nine days after my initial visit, I was informed by reception staff that no appointment existed in the system. After explaining the situation and expressing my concern that I had been given incorrect information about the booking, I was told this was unlikely to have occurred. I was subsequently offered another appointment for several days later, which was now over a week since my original visit. It should be noted that this experience does not reflect all staff at the practice, as some are genuinely pleasant and supportive whilst others are less so. The quality of service appears to depend very much on which member of staff you encounter.

Difficult to reach a doctor by phone

If you are seeking to speak directly with a medical professional rather than receiving automated messages directing you to contact the practice at another time, this may not be the right practice for you.

Friendly reception made the visit pleasant

Excellent facility with a wonderful team!

Early callback window caused booking frustration

I was given a specific time window to make a call, but when I phoned just a couple of minutes before that window closed, I was told that all available appointments had already been taken.

Understanding approach with anxious patients

I have a wonderful experience with my GP practice. I have a daughter with additional needs who requires specialist care and has significant communication difficulties. She is very resistant to physical examination, and all the clinical staff at the surgery have been remarkably patient and compassionate in their approach to her care.

Excellent Doctor

I was concerned about my deteriorating long term conditions and was treated with empathy and a plan for next steps to help me cope with the symptoms going forwards. I contacted the surgery that morning and was seen two hours later.

Phone lines keep cutting you off mid-call

I recently relocated and had to change my GP practice. My previous surgery was satisfactory, but they were unable to continue my care following my move. At my new practice, I encountered difficulties during the registration process, with the reception staff appearing unhelpful. I have struggled to secure appointments through either online or telephone methods. The phone system frequently disconnects, instructing callers to try again later. Despite multiple attempts to book an appointment, I have found this process frustrating and disappointing. I regret the circumstances that led to this change in healthcare provider.

Impossible to book an appointment by phone

I would encourage those in positions of healthcare leadership to experience firsthand the challenges of obtaining a doctor's appointment at this primary care centre. Like many others who have left feedback, accessing appointments through the surgery's telephone booking system proves extremely difficult. I also attempted to use the alternative online system that the practice promoted, but received a response indicating that this was not the appropriate channel for my inquiry and was directed to contact the surgery by phone instead. The circular nature of this response was frustrating, as it simply redirected me back to the very booking method I was already struggling to use. I sincerely hope that other patients have better experiences trying to secure appointments. In my view, the likelihood of successfully booking a consultation at this practice seems remarkably low compared to other healthcare providers. I wish others the best of luck in their attempts to access care.

Online booking system needs fixing

What is the purpose of offering an online service if submissions cannot be completed?

Impossible to get through on the phone

The telephone system at this practice is extremely difficult to access. Getting through proves to be a significant challenge and improvements are urgently needed.

Referral lost and impossible to reach by phone

I have to put one star to post but in reality its zero. I feel completely let down by this surgery. My scan in late 2024 showed I needed a significant procedure, but the referral was never sent. I only discovered this months later after constant chasing, leaving me in severe pain and distress. Living with a mental health condition, the lack of communication and care has taken a huge toll on my overall wellbeing. Patients deserve honesty and follow-through — sadly, I've had neither here. Also impossible to get through to get an appointment.

Couldn't book routine check-ups despite repeated attempts

Unable to obtain routine appointments despite multiple attempts, which really highlights the challenges currently facing the health service. I will need to turn to private healthcare as an alternative, though this will come at a cost.

Felt valued during thorough medication review call

Following a blood pressure check and blood sample collection by a courteous and competent healthcare professional, I was advised to arrange a medication review appointment. Over the following days, I received several text messages containing the outcomes of various tests. When the medication review took place via telephone with a clinical pharmacist, she introduced herself and methodically went through what each test result indicated. We then reviewed my current medications in detail, with her asking relevant questions about my dosing routine and any adverse effects I might be experiencing. Throughout the entire interaction, I felt valued as an individual patient rather than simply another entry in a system.

Reception staff made booking straightforward and easy

I have only positive feedback regarding this practice. The front desk team are approachable and supportive, appointments are readily available when needed, and the clinical staff demonstrate genuine care and warmth. I'm grateful for the care provided.

Impossible to book appointments at this practice

The early morning appointment slots appear to be fully booked very quickly. It seems difficult to secure a time to be seen. Despite the practice indicating online that they are accepting new patients, there appear to be challenges in accommodating current patients. This may be worth considering before registering with this practice.