St Lukes Primary Care Centre

Prescription cancelled without any warning

A repeat prescription was cancelled without my knowledge, leaving me without my medication.

Hard to reach but caring staff overall

The clinical staff members are competent and the reception team are supportive, though they appear to be stretched with their workload. That said, there are challenges with reaching the practice by phone, and appointment availability can involve considerable waiting periods. This may reflect broader systemic pressures across the NHS. The practice has also implemented a new telephone system whereby callers are asked to try again later when lines are busy, rather than the previous approach of being placed in a queue to wait.

Booking system makes getting appointments difficult

The team members here are pleasant enough, however the online appointment system leaves much to be desired. Securing a same-day slot when you call requires a considerable amount of luck.

Impossible to reach by phone

I have difficulty reaching the practice by phone.

Phone system impossible to navigate through

I experienced the same difficulty as many others in reaching the practice through the telephone system. After navigating through various options, I eventually connected with the administrative team. However, I found the telephone manner to be particularly unhelpful and concerning. I felt there was a lack of consideration for my wellbeing, particularly given that I was dealing with sensitive personal circumstances. I was disappointed by how the interaction was handled and worried about the impact this could have had on my situation. The interaction fell short of the standard of care I would expect. I spoke with several members of the administrative staff. The first interaction left me feeling dismissed and the call ended abruptly. The second staff member came across as dismissive and condescending, and this call also ended unexpectedly. A third staff member was somewhat less problematic but still displayed an unprofessional manner. I feel that the practice should be held to account for these experiences. I am looking into this matter further and intend to share my findings publicly once my investigation is complete.

Impossible to get through on the phone system

The absolute worst experience. I dread the possibility of my children needing medical attention because contacting this practice is nearly impossible. It was challenging before, but now it has become completely unmanageable. The updated system is extremely problematic. For the second consecutive day, I have been calling repeatedly for approximately an hour with minimal breaks, only to hear an automated response stating that all lines are busy and to try later. The calls then disconnect. I am deeply frustrated with this practice and their system. I find myself increasingly nostalgic for my country of origin, where accessing general practice appointments is straightforward, specialist services are readily available when required, and children have uncomplicated access to appropriate medical care. This situation feels inadequate.

Impossible to get through on the phone

Getting through to book an appointment feels nearly impossible. The whole process is quite frustrating.

Reception phone queue makes appointments difficult

Attempting to reach the reception team presents a significant challenge. The healthcare system appears to be struggling with effectiveness. Those without exceptional circumstances may find it difficult to access the level of care they need. The current telephone system at this practice seems poorly designed and appears to discourage patients from making contact.