St Lukes Primary Care Centre

Impossible to get appointments during working hours

Disappointing experience! What use is a medical practice if appointments are unavailable when needed? I'm repeatedly instructed to call at specific times during the day. This is problematic when working, and if you're too unwell to attend work, you're unlikely to be seen. The phone lines become difficult to reach shortly after opening times. I would rate much lower if possible. I've been experiencing health issues for several weeks, but feel the clinical team lacks engagement with my concerns. I keep being directed to have blood tests despite feeling these have already been completed. The interactions felt dismissive and lacking in empathy. During one consultation, I was told that a diagnosis couldn't be provided remotely, yet no face-to-face appointment was offered as an alternative.

Removed from list without explanation or notice

The practice removed me from their patient list, which felt like a response to raising concerns about their service. This experience reflects the overall approach I encountered during my time there.

Impossible to book an appointment here

Consider carefully before registering at this practice. Obtaining an appointment can be quite challenging. You may wish to explore other options.

Staff made me feel genuinely listened to

My recent visit to the primary care centre was truly a remarkable experience, thanks to the exceptional care provided by the clinical and administrative team. From the moment I walked through the doors, I was greeted with warmth and professionalism, which set the tone for my visit. The clinical staff exemplified what it means to be dedicated healthcare professionals. Their attentiveness and empathy immediately put me at ease. They took the time to listen to my concerns, providing thoughtful and thorough responses to each of my questions. Their approach is not just clinical but deeply personal, ensuring that I felt valued and understood throughout my consultation. The reception team, with their friendly demeanour, transformed what could have been a routine visit into an uplifting experience. Their expertise and gentle approach made me feel comfortable and confident in the care I was receiving. They went above and beyond to ensure all my needs were met, demonstrating a level of dedication that is truly inspiring. The administrative staff's professionalism and friendly nature were evident from the outset. Their efficiency and attention to detail ensured that the entire process was seamless and stress-free. They handled every aspect of my visit with the utmost care and precision, reinforcing my trust in the quality of care provided. Together, the entire team embodies the highest standards of healthcare. Their combined efforts create a nurturing environment that prioritises patient well-being above all else. I am profoundly grateful for their extraordinary service and wholeheartedly recommend this primary care centre to anyone seeking exceptional medical care.

Nurse made yearly check-up feel comfortable

Today I had my annual respiratory condition check-up. The nursing staff member who saw me was well qualified and a genuine pleasure to work with. They were very polite, informative, and helpful, with a great sense of humour that put me at ease. They also demonstrated real compassion throughout the appointment. I hope to see them again in the future.

Phone lines constantly at full capacity

I was unable to reach the practice by telephone when I called at opening time, as an automated message indicated they had already reached their maximum capacity for incoming calls at that point.

Long waits and poor communication throughout

The experience at this primary care centre has been disappointing. Survey results indicated that a significant proportion of patients reported dissatisfaction with their overall experience. Since recent times, the standard of care provided has declined noticeably. There are concerns about the management and clinical performance at the practice, with suggestions that improvements and changes in leadership would be beneficial.

Phone lines constantly full at opening time

This practice falls short of expectations. The telephone system presents significant challenges. Lines become fully booked almost immediately after opening, requiring callers to try again at a later time. I've attempted multiple times without success in getting through. I simply need to schedule an appointment for my child, but the process feels unnecessarily difficult.

Pleasantly surprised by the helpful reception staff

Receives considerable negative attention, but I found the service I experienced today to be satisfactory.

Impossible to book appointments here

Whoever is managing this practice needs to reconsider their approach. I apologize for being blunt, but that reflects my frustration. Obtaining an appointment is extremely difficult, and it appears impossible to be seen at alternative surgeries either. The system has changed dramatically from when you could simply call and book a slot. The current situation feels inadequate, and I wonder why a walk-in facility cannot be offered here, particularly when nearby areas have successfully implemented such services.

Impossible to book an appointment with a doctor

I've been living in the area for several years and have struggled to see a doctor during this time. My only contact with clinical staff has been through annual health checks. Obtaining an appointment has proven extremely difficult. My partner has also experienced challenges in accessing medical consultations, and we've noticed that the appointment calling windows appear to have changed. Previously, there were set times available, but these seem to have shifted. I would prefer a system where appointments could be booked in advance for a specific date and time rather than the current arrangement. It seems like this should be a straightforward process to implement.

Struggling to book appointments by phone

The reception staff could be improved, and the phone-based appointment system is frustrating, though the clinical team members are generally satisfactory if you manage to get an appointment with them. I've been relatively fortunate in my own experience, but I regularly hear similar concerns from other patients about these issues. That said, I acknowledge that some people may not have encountered these difficulties.

Impossible to reach the practice during work hours

I have a demanding work schedule starting early in the morning at my job. I am unable to request additional time off simply to attempt contacting the practice by phone. It has proven extremely difficult to reach anyone at the surgery. My work circumstances mean I cannot manage phone calls during my working hours like some patients may be able to do. Beyond my physical health concerns, this situation is causing me considerable stress and anxiety.

Long wait times and unhelpful reception staff

The service provided fell significantly short of expectations and did not meet the standard I would have hoped for.

Phone queue system left me frustrated and unheard

Disappointing service experience. I found interactions to be quite confrontational, with what felt like unfair questioning during my contact with the practice. When I requested documentation of our conversation, an apology was offered. I felt that phone access issues were handled in a manner that left me frustrated. I have attempted to escalate my concerns to management without success, and have found that only more junior staff members have been available to assist. The surgery operates on limited callback windows at specific times throughout the day. Despite numerous attempts to reach the practice, I have been unable to secure an appointment for my family member. Overall, I experienced a lack of attentiveness and felt the service fell short of expected professional standards. I would welcome the opportunity to discuss my experience and concerns about the service provided.

Hard to book appointments despite friendly staff

The clinical staff are pleasant and approachable, however accessing an appointment presents significant challenges. Waiting times on the phone can be extremely lengthy, and calls may be disconnected once available slots are filled. The inability to book appointments ahead of time adds to the frustration, particularly when seeking care for a young family member.

Phone system makes booking appointments difficult

The practice itself is excellent when you manage to secure an appointment, however the telephone system presents significant challenges. I called at 8am seeking an appointment and received an automated message instructing me to call back after 9.30, at which point the line disconnected. When I rang back at the specified time, I was informed that all available slots had been taken and was advised to contact an alternative service or attempt calling again at 2pm. I understand the frustration that leads patients to bypass GP services and seek care elsewhere, as the appointment booking process feels unnecessarily complicated. Additionally, the telephone communication style could certainly be improved.

Impossible to reach and book appointments here

Terrible medical practice. Very difficult to make contact with. Ring at the opening time and you're told all lines are engaged. Try again an hour later and there are no available slots left. The same happens at the afternoon appointment release time. Within moments of availability opening, all appointments have been taken. It's incredibly frustrating and adds to your anxiety.

Impossible to book an appointment by phone

It is extremely difficult to obtain an appointment at this practice. I called to arrange a consultation regarding a prescription matter and was instructed to ring back at a later time. Despite multiple attempts to reach the surgery at the suggested time, each call was unsuccessful and I was repeatedly asked to try again. This experience was very frustrating, and I feel trapped with this surgery as my provider.

New phone system makes appointments impossible

I previously had many positive experiences with this practice, but the recent changes to their telephone system have been disappointing. It has become very difficult to reach the surgery, which can feel isolating and disheartening. I would prefer a queuing system to repeatedly attempting to call back. I have made numerous attempts to connect without success. This has been a frustrating experience overall.