St Lukes Primary Care Centre

Staff ended call without listening to concerns

The team's conduct fell short of professional standards and lacked the courtesy expected in healthcare settings. They did not appear to engage meaningfully with the concerns I raised. Rather than working toward a resolution, the interaction was ended abruptly. This communication approach raises questions about the service quality provided by the practice. Leadership should consider reviewing their customer service protocols.

Couldn't get through on the phone

This GP practice fell short of my expectations.

Turned away without being heard

Absolutely undeserving of even a single star rating. I attempted to schedule appointments at various times over several days without success, then visited in person only to be turned away without anyone taking the time to hear what I needed to discuss.

Booking system makes getting appointments a nightmare

The appointment booking system is frustrating, particularly the restriction of same-day bookings to phone calls only, which is extremely inconvenient. Online advance booking options would be beneficial, as the current phone-based system appears to struggle with demand. Once you do manage to secure an appointment, the actual visit is satisfactory, but the process of obtaining one in the first place is problematic, especially when unwell.

Phone lines constantly full and frustrating

How is the phone line consistently full right when the surgery opens in the morning? This practice seems poorly managed and I've been attempting to reach them since the previous day. When I contacted 111, they suggested calling back later or trying again the next day. It's no surprise there's such strain on emergency services. The whole situation feels inadequate.

Phone triage got me seen same day

I called in the morning hoping to secure an appointment for the following week. After describing my symptoms, the receptionist asked if I could hold while she consulted with a clinician. She returned shortly and requested that I come to the surgery later that same day. I attended and received an examination followed by a prescription. The service was responsive and appropriate given the circumstances.

Phone lines constantly busy and unhelpful

Unable to reach anyone by telephone as calls are disconnected before speaking to reception staff.

Reception staff made us feel unwelcome

I attended an appointment at the primary care centre with my family members for some routine blood work. We were seen by a member of staff whose manner was quite abrupt towards my family and myself. This left us feeling rather uncomfortable and not particularly welcomed. I would encourage the management to look into this matter and would suggest that others be mindful of their experience when visiting, particularly if they are from a different cultural background.

Impossible to get an appointment here

I would recommend considering alternative providers, as obtaining appointments at this practice can be quite challenging. Other telehealth services may offer a more convenient booking experience.

Reception dismissive when seeking urgent appointment

I feel compelled to share my experience despite my reservations. Following a consultation through a telehealth service, I attempted to arrange an urgent appointment. When I contacted reception, I found the interaction difficult as I expressed concern about my health. I was initially told there were no records available, which made it challenging to secure an appointment. Subsequently, I obtained another telehealth consultation where I was informed that all documentation had been uploaded shortly after my previous appointment. I continue to be in the process of trying to arrange an appointment.

Impossible to book an appointment by phone

It has been extremely difficult to reach the practice by telephone to arrange an appointment. The automated system consistently indicates that no slots are available. I have attempted to call at various times throughout the day, including early morning and afternoon, but have been unable to secure a booking. This situation is very frustrating.

Reception staff showed little empathy throughout

Following my experience with this practice, I can understand why their online rating is quite low. I suspect it may decline further in the coming months. The staff appeared to lack compassion, and I found them to be among the least considerate professionals I have dealt with. I was glad to have documentation of my interaction with the clinician, as I intend to escalate my concerns through appropriate channels. I believe this practice warrants closer scrutiny.

Reception staff refused to check reciprocal healthcare agreement

During a recent visit to the UK while staying with family, my husband sustained an injury to his ankle resulting in significant bruising and swelling. We attended the local surgery seeking an assessment and potential medical advice, given my husband's medical history of previous serious infections. The receptionist declined to arrange an appointment and instead directed us to attend accident and emergency services. When I attempted to discuss the healthcare arrangements between our country of residence and the UK, the receptionist indicated they were unfamiliar with such agreements and reiterated the suggestion to visit accident and emergency. It would seem reasonable to expect that reception staff possess adequate knowledge of international healthcare reciprocal arrangements to provide appropriate guidance to patients in such situations.

Hard to book an appointment here

Obtaining an appointment proves to be quite challenging. The telephone system frequently reaches full capacity.

Polite staff and clean surgery despite busy phones

A phone call back or for an appointment to see a healthcare professional. The clinical team members and reception staff have consistently demonstrated politeness and have assisted with addressing any health concerns I may have experienced. The premises are maintained in a clean and orderly manner. While the telephone lines can experience periods of high demand, patience or calling back at another time resolves this. Overall, I would still rate this surgery positively.

Phone lines constantly full and unresponsive

Extremely poor service. I was diagnosed with a significant health condition, and the blood test results confirmed this, yet I have been waiting over a month without receiving a call from the doctor to discuss treatment options. I have attempted to contact the practice myself to arrange an appointment, but consistently receive a message indicating the phone lines are full and to try again later. Even when calling during stated opening hours, I encountered the same issue.

Impossible to book an appointment here

This surgery has been incredibly frustrating to deal with. I'm unable to secure an appointment to see a clinician, and when I contacted an alternative service, they advised that I really need to be seen by my GP but couldn't assist further. It's a difficult situation when appointments aren't available. Additionally, I've noticed that the phone lines seem to reach capacity very quickly, even when calling at standard opening times.

Quick appointment after sending photos online

Despite the negative feedback I've seen elsewhere, I felt compelled to share my own experience which was entirely positive. I made contact a couple of days prior and was able to submit a photo of my concern to the clinical team, then secured an appointment shortly after. When I arrived, the reception staff were courteous whilst I updated my information, and I was subsequently consulted by a friendly practitioner without unnecessary delay.

Phone system makes booking appointments nearly impossible

The current phone system presents significant challenges in terms of accessibility, making it exceptionally difficult to reach reception staff at the most basic level. Continuity of care has proven problematic, with patients frequently seeing different practitioners rather than establishing an ongoing relationship with a consistent clinician. Many concerns raised during consultations appear to be overlooked or not adequately addressed. A more functional phone system would likely represent a meaningful improvement, as the existing approach does not appear to fairly serve all patients' fundamental needs on an equal basis. For instance, attempting to reach reception has required spending between 20-45 minutes twice daily over more than a week without success. Additionally, available appointments were fully booked within 15 minutes on a recent morning. The phone line has frequently disconnected during hold periods, necessitating repeated attempts to reconnect and restart the process. The current appointment booking system appears inadequate and has not been sufficiently adjusted to accommodate the volume of registered patients seeking care at this practice.

Impossible to get through on the phone

I have experienced difficulty securing an appointment with a GP. Over the past week, I have attempted to contact the surgery multiple times throughout the day, but each time I am informed that they are fully booked and unable to take my call. Due to these ongoing access issues, I am considering switching to a different practice.