St Lukes Primary Care Centre

Phone queue system makes booking appointments impossible

If I could rate lower I would. I have given up on expecting this surgery to take action on anything. I haven't had a consultation with the specialist nurse in 2 years. A hospital prescribed medication that the surgery would not dispense until I underwent a clinical assessment. I telephoned daily for over two weeks and was repeatedly told there were no available slots and to contact them the following day. Twelve months on, I require another clinical assessment and laboratory tests. When I ring, I'm instructed to call back after 15:30. I ring back at that time only to learn I'm ninth in the queue. I select the option for a callback but nobody ever contacts me. I ring again and am informed all slots are booked and I should try calling tomorrow for an appointment the following week. I mention that I work at a hospital with 12 hour shifts and cannot ring back at that time, and the response was essentially indifferent. How this surgery received a positive regulatory rating is incomprehensible to me. Even if you're available and willing to spend the entire day on hold, getting an appointment still feels like pure chance, yet whenever you visit in person the waiting area is empty. This is a large surgery serving a substantial population, yet everyone experiences the same difficulties. It's unacceptable.

Phone lines impossible to get through on

Attempted to reach reception multiple times during the afternoon. After a considerable wait, finally managed to speak with someone to request a prescription refill. The subsequent consultation with the clinician was very brief. On another occasion, contacted the practice to arrange removal of a contraceptive implant. Was added to a waiting list, but when enquiring about typical waiting times, staff were unable to provide this information. Found this frustrating given the ongoing use of the device. It's unfortunate that the service operates in this way. Recognise that staff are likely experiencing similar frustrations with the system as patients are.

Unable to access appointments for over two years

I have found my experience with this GP surgery to be deeply unsatisfactory. Throughout the past two years, I have struggled to obtain an appointment with a clinician, despite having developed several newly identified health concerns that require professional assessment. While I recognise the considerable strain placed on the NHS and the difficulties within healthcare provision, it is hard to overlook the significant difference in how GP practices functioned before the pandemic. Previously, practices were generally able to handle patient bookings and contact inquiries with reasonable effectiveness. Since the pandemic, it seems that numerous GP surgeries have become overly dependent on remote consultations and, in certain instances, appear to be employing them as a means to limit patient access more broadly. In my situation, even telephone consultations have become increasingly scarce. I recognise the rationale for telephone assessment systems and the shift away from in-person visits, particularly given the prevalence of appointment cancellations. Nevertheless, there are alternative and more balanced methods for handling patient access and scheduling than what currently appears to be in place. The current level of service provision is inadequate, and a comprehensive review is required to guarantee that patients obtain the support they require in a prompt and readily available manner.

Reception team answered the phone helpfully

The reception staff demonstrated a helpful and courteous approach during telephone interactions, which was much appreciated. Appointments were arranged promptly and efficiently. The healthcare professional consulted with was considerate and communicated in an accessible manner. Overall, the experience was positive across all areas, and the service was delivered professionally throughout. Given the current pressures within the NHS, there are no concerns to raise about this visit.

Helpful surgery despite long waiting times

The practice has consistently provided valuable support, and my family has benefited from the quality of care offered. It's important to recognise that wait times can be longer given the high volume of patients, though alternative healthcare pathways are available for additional assistance when needed.

Website information doesn't match what staff actually say

I found the process of securing an appointment to be quite challenging. I would also note that there appears to be a discrepancy between the information presented on their website and what staff communicate over the phone. The website suggests that routine appointments within a certain timeframe are available during specific calling windows, though this was not reflected in conversations with reception staff. Similar inconsistencies were mentioned regarding their additional access options. The clinical staff we encountered were generally satisfactory, though they demonstrated varying levels of attentiveness and engagement depending on the nature of the consultation. However, given how difficult it is to obtain an appointment in the first place, it would be beneficial if appointments were more comprehensive, as arranging follow-up visits presents a significant barrier.

Phone lines impossible to get through on

This practice is deeply frustrating to deal with. My elderly mother has been attempting to reach them daily, multiple times per day, for well over a month without success. This morning at just after 8am, she was told there were no available appointments and directed to call 111 instead. It appears the practice either prioritises financial considerations over patient welfare, or the leadership lacks the competence to run the service effectively. Patients who are unwell are struggling unnecessarily because of these significant operational failures. The regulatory authorities should conduct a thorough review of how this practice is being managed. Update, April 2025. My elderly mother recently spent 14 hours in A&E after being unable to reach this practice by phone for several consecutive days. All appointment slots disappear within minutes of the surgery opening each day. The clinical staff themselves provide good care, but the underlying systems and processes are seriously inadequate. Based on publicly available information about practice funding models, this surgery receives substantial annual revenue per registered patient, yet this does not appear to translate into adequate resources or staffing to meet basic patient needs and accessibility standards.

Impossible to reach surgery by phone or email

My stepfather is dealing with a chest infection but has been unable to reach the surgery since becoming a patient there. Attempts to contact them via email have gone unanswered, and phone calls either go unattended or result in brief, dismissive interactions. This surgery has fallen significantly short of expectations in terms of responsiveness and patient care. He would benefit from a home visit given his mobility limitations and extended period of being housebound, yet communication with the practice remains impossible. I intend to escalate this matter to the relevant health authority, as the level of service and accessibility falls well below what should be expected from a medical practice.

Frustrating appointment system and poor communication processes

I found the administrative processes quite frustrating. To access any services, you need to call during very limited windows and compete with many others for appointment slots. I received correspondence from the surgery containing information from the hospital about medication I should be taking. However, the surgery will not dispense this until it has been formally prescribed by them. This requires calling during those same narrow time slots, potentially securing an appointment that might be needed elsewhere, only to have them prescribe something a hospital clinician has already indicated I need. The logic of this approach seems unclear, and it differs significantly from how other practices I have attended operate. The process appears to create unnecessary additional steps for all parties involved. In a subsequent interaction, I received a message advising that further testing was recommended and asking me to contact the surgery to arrange it. When I called, the staff member suggested booking this several months ahead and declined to specify what the test would involve. They would not clarify the purpose or nature of the test I was being asked to arrange. When I questioned this, I was directed to visit the surgery in person to request printed information, which was presented as standard procedure. This approach seems unusual compared to other practices I have experienced. The administrative structures at this practice feel unnecessarily complicated, and there appears to be an expectation that these arrangements are routine. My experience at other surgeries has been notably different.

Phone lines constantly busy and hard to reach

Terrible experience!!! The phone lines are constantly engaged. When visiting in person, the facilities appear largely unoccupied. It's unclear when and where appointments actually take place. In the past, the practice seemed much busier and more accessible. Staff used to answer calls promptly. Now you're restricted to calling during specific time slots. The overall service has deteriorated significantly.

Hard to get through on the phone

I attempted to call for an appointment at opening time over the course of a week, but the surgery was consistently fully booked. Obtaining an appointment proved to be quite challenging. When I visited in person, I found the reception staff member to be rather unwelcoming and discourteous in their manner.

Couldn't get through on the phone

Frustrating experience with difficulty reaching someone at the practice. The support received was not satisfactory.

Callback booking system saves valuable time

This practice has undergone considerable changes in recent years. The callback feature available during the appointment booking process is an excellent and well-organised system that saves considerable time. The team members are consistently friendly, courteous and attentive to patient needs.

Appointments vanish within minutes of opening

This practice appears to be deteriorating, with appointment availability becoming increasingly difficult to secure and slots seemingly filling very quickly in the early morning hours, which raises questions about how this occurs. I also found it noteworthy that during a recent appointment for routine preventative healthcare, both waiting areas were noticeably quiet despite the stated busyness of clinical staff. This discrepancy is puzzling and suggests potential issues with how the practice operates. The lack of consistent clinician continuity is frustrating, as patients rarely see the same person twice. These concerns point to possible staffing shortages relative to the patient population registered at this practice. The situation may be contributing to wider pressures on hospital services, as patients unable to access timely primary care may seek alternative help. The practice would benefit from review and potential intervention, particularly regarding appointment accessibility and dedicated communication channels for specific patient groups.

Couldn't get past the reception desk

I have been unable to secure an appointment to receive care, and when attempting to discuss this at the front desk, the staff appeared disengaged. This difficulty in accessing services is frustrating and understandable why some people might turn to alternative sources for their healthcare needs.

Impossible appointment times for working carers

It's frustrating that despite contributing through taxes, accessing appointments remains difficult. The booking system seems limited to early morning calls or late afternoon slots. As someone with significant caring responsibilities and demanding work hours, these options don't align with my schedule. The interactions I've experienced felt dismissive, and there seemed to be a lack of understanding regarding my health concerns. I believe patients deserve better access to care and shouldn't have to spend so much time repeatedly calling to secure an appointment.

Always helpful and genuinely caring staff

I cannot find any issues with this practice; they have consistently been the finest medical facility I have attended. The team demonstrates helpfulness and genuine care at every interaction.

Phone advice felt dismissive during urgent wound concern

Had a recent surgical procedure and am currently dealing with a post-operative wound complication. The wound has shown signs of infection, and I was advised by a clinician that antibiotics cannot be prescribed until laboratory results are available in several days. Only if those results confirm infection will treatment be initiated. The wound is displaying concerning symptoms, and as someone managing a serious health condition, I feel frustrated about having to wait for confirmation before receiving treatment, worried that the infection may worsen during this period and potentially delay healing. I recognise that the practice is under considerable pressure due to high patient demand in the area. However, I've noticed that this pressure seems to be affecting how patients are treated. When I've contacted the surgery, interactions have felt dismissive, as though I'm being perceived as a difficult patient rather than someone with genuine medical concerns. This has left me feeling that staff are stretched too thin to provide the level of care and understanding that patients need, which is demoralising. I'm concerned about the possibility of complications developing while waiting for test results. The local healthcare system urgently needs additional capacity to serve this growing population, and I believe the practice should be advocating for investment in expanded services to meet current demand.

Impossible to reach by phone

Difficulty reaching the practice by telephone, with an unpleasant automated voice system.

Phone lines reach capacity within seconds

For anyone using the telephone appointment system: 7:59AM: Telephone lines are not yet open. Calls can be made from 8am onwards. 8:00AM: Telephone lines have reached full capacity. The system appears to be malfunctioning. I am concerned about access to care for those with health conditions.