St Luke's Primary Care Centre

Phil, who was on reception today was so helpful. I want to thank him for the patience he extended to all of those in the clinic queue today. He made a potentially very upsetting and distressing situation so much easier. And I really needed that today.

Atrocious service have never once been able to make an appointment in a single interaction has always required multiple attempts and even then not guaranteed service. Tried to call and make an appointment for my baby just past midday and told to call at 2. Called at 2 as requested waited as 7th in queue for 10 minutes then 6th for 5 minutes until the line cut completely silent disconnected. What are we expected to do get a crystal ball out and predict our next need of a doctor and book in advance?

Excellent service from start to finish from very courteous and professional staff. The thing about all these negative reviews is that we all need to adjust expectations a bit. This is the reality of a modern GP surgery that is understaffed and over-subscribed with way too many patients needing too many appointments. The telephone triage system actually works really well if you just accept you might need to make 40 or 50 calls to get through. Just dial, hang-up, repeat until you get there. The lines are busy because staff are already helping other patients, so have a little patience and wait in line. I understand this is frustrating when you're really worried about someone, but just be patient and keep trying. Once I got through I was offered the option of requesting a call back, which I accepted and when they called back, the lady was really quick at working out where I needed to be referred. This bit might seem a touch clipped, but bear in mind the staff are probably needing to manage another hundred similar calls so they need to be quick and concise. The upshot for me was that I was seen the same day for an ongoing issue and felt I received excellent care and advice. The staff here really are doing the best they can with a tough situation, and the surgery is constantly innovating new ways to manage the workload and even offering pro-active care to reduce bottle necks. So before you reach for the keyboard to express your frustration, please remember the staff here are human beings trying their best, and they have feelings! With a bit of patience on our part the system can work pretty well. Personally, I think they're doing an excellent job and I'd like to thank them for everything they do. Cheers!

I’ve been calling twice daily for 3 weeks. I suffer from sciatica and disc issues. I join the queue at about number 40…. It gets to about number 3 or 4 and a recording says that all appointments have gone and to call back at 2pm. Same happens then. I’ve rung them in between these hours and been told to call at 8 or 2 and wait my turn. I’ve explained my issue and still that’s not enough. I even requested anti inflammatory medication by prescription request as it’s clearly in my medical history and received a text back telling me to call at 8am or 2pm to book a phone consultation or appointment. I’m going around in circles! Can someone please help!!!!!!

This place doesn't even deserve 1 star. It's quite honestly the worst GP practice I've ever had the misfortune to have to attend.The staff are incredibly rude and short with me whenever I try to speak to them about my medication or trying to make an appointment. They tell me they've rung me up when they haven't and argue with me when I show them my call log as proof they never . Its absolutely shocking and extremely upsetting for me and do not need this kind of stress in my life. I am currently looking for a new surgery as this one is a disgrace.

Why has the phone system changed? It wasn't perfect, but at least I knew I was number XX in the queue. I called at 8am and within seconds, your line said, All our lines are busy; call back in a few minutes." Then

This centre works under principle of all or none.To speak to a doctor on dial is either busy or reached capacity.This automated dial is ridiculous and gives options that you just wanna smash ur phone.I would give it a -1 negative star if there was an option in here.If you are lucky enough that ur call gets through to speak to the doctor ,consider it as u have won a lottery.However, i have full confidence that medical staff do their best to treat once they are aware of ur condition.There is always a roam for improvement and absolutely so in terms of access to doctor.

what is with the new phone lines, it was hard enough to get an appointment before and now its impossible!!! Ive called the last 2 days at bang on 8am and bang on 2pm, within milliseconds of it turning to 8am/2pm and the phone lines are full!! I called back later on to ask what was going on to be advised that they have a new system which only allows for 20 calls at a time, and you just have to keep calling back...... 20 attempts later still cant get through. ST LUKES sort this out! its awful and if my child or anyone was seriously poorly you would be in big trouble! come on- do better!!

Most definitely the worst practise I have ever joined. Clinical staff seem competent and the surgery is big / clean however getting an appointment is like trying to climb a mountain with no limbs. From what I understand it has been this way for many years, with numerous patients comparing. This practise manager needs firing! If I were seriously ill or elderly this would seriously stress and worry me. Absolutely appalling public service.