The Lewisham Care Partnership - Ratings and reviews
Reviews
-
Review titled Just plain awful
Rated 1 star out of 5
by Claire - Posted on 28 March 2024
I missed a call from the partnership, and tried to return it. Met with rude indifference from the receptionist who told me she couldn't help. I'm waiting to receive an appointment for my son, but despite trying to clarify that perhaps I could make an appointment for the injection he needs I was cut off and told to wait for a return call. Rude and very unhelpful. I waited in a queue to get through, then leave none the wiser and without the appointment I need.
Visited March 2024
Review titled The Lewisham Care Partnership
Replied on 03 April 2024
Thank you for your feedback. We are sorry to hear about the frustrating experience you had with the partnership. It's unacceptable to be treated rudely and left without the assistance you needed, especially when it concerns your son's health. It might be helpful to consider reaching out again or exploring alternative means of scheduling his appointment. Thank you.
-
Review titled Incompetent nurse, doctor and receptionist
Rated 1 star out of 5
by Orla Wilson - Posted on 25 January 2024
A very sad practice. The receptionists who take the calls don´t care, don´t listen and hang up on you. They cancel your appointments and do not rebook you. I have been sick for over a month. A routine procedure in any other country or practice would have been solved by now. I have had a call with a doctor, 2 calls with nurses. One appointment with the nurse which I took a half day off for for her to tell me that she was finished work and didn´t have time to do simple breathing checks for my asthma. She asked I come back in on Monday and then cancelled my appointment. Incredible! I have never witnessed such bad professionalism. The doctor gave me the wrong prescription which gave me wheezing and couldn´t breath but the practice doesn´t have time or is not bothered. How many weeks and how many days off will I have to go through before I get my correct prescription? My breathing still has not been seen to. I wouldn´t recommend anyone to go to this practice. To the receptionists that work there, a little bedside manner or any manners is the least you could do after someone has waited an hour to get through to you over the phone. Hanging up is spiteful and disgusting behaviour. You should be fired.
Visited January 2024
Review titled The Lewisham Care Partnership
Replied on 07 March 2024
Dear Orla Wilson, We sincerely apologise for the distressing experiences you've encountered at our practice, and we appreciate you taking the time to share your concerns. It is deeply concerning to hear about the lack of care, communication issues, and unprofessional behavior you've experienced with our receptionists, nurses, and doctors. We want to express our apologies for any frustration and inconvenience you've faced during your interactions with our team. Your description of the canceled appointments, incorrect prescriptions, and the overall lack of attention to your health concerns are unacceptable, and we understand the impact this has had on your well-being. We are committed to addressing these issues promptly to ensure that you receive the appropriate care and attention. We would like to investigate the specific details of your case to understand the root causes and take corrective action. If you are willing to provide more information or discuss your experiences further, please feel free to contact us directly. Your feedback is essential, and we want to work towards resolving these issues to improve our services. Once again, we apologise for the negative impact on your healthcare journey, and we appreciate your patience as we address these concerns. Kind Regards, Complaints Hub The Lewisham Care Partnership
-
Review titled Dreadful
Rated 1 star out of 5
by Anonymous - Posted on 31 January 2024
A miserable place. Unfriendly attitude. Disorganised and confusing communications. Hate the fact that they are the gatekeepers standing between my family and actual healthcare. One of my children has an ongoing condition which they took years and repeat visits to take seriously. Different doctor every visit, contradictory advice. Eventually when we managed to get them to refer they referred us to the wrong place (which we'd warned them) wasting months. They've failed to call for over half the phone appointments booked for myself. Good luck getting a face to face appointment.
Visited January 2024
Review titled The Lewisham Care Partnership
Replied on 07 March 2024
Dear Patient, We sincerely appreciate you sharing your experiences and concerns with us, and we apologise for the challenges you've faced with our services. It's disheartening to hear about the unfriendly attitude, disorganisation, and confusing communications you've encountered. We understand the importance of reliable and compassionate healthcare, and we regret that your experiences have fallen short of your expectations. Your feedback about the ongoing condition of your child and the challenges in receiving consistent and accurate advice is deeply concerning. We apologise for any confusion caused by different doctors and contradictory advice, and we acknowledge the frustration that may have resulted from the incorrect referral. The issues you've raised regarding missed phone appointments and difficulties in securing face-to-face appointments are also significant concerns. We want to assure you that we take these matters seriously and are committed to addressing the root causes to improve our services. If you are willing to provide more specific details or would like to discuss your experiences further, please feel free to contact us directly. Your input is invaluable, and we want to take the necessary steps to enhance your healthcare experience and that of your family. Thank you for bringing these issues to our attention, and we apologise for any negative impact on your interactions with our practice. Kind Regards, Complaints Hub The Lewisham Care Partnership
-
Review titled Appalling call centre
Rated 1 star out of 5
by Anonymous - Posted on 27 September 2023
Twice I need to contact my doctor But had to go through a call centre which has caused me great stress The 1st call took 1 hour and 17 minutes to answer The 2nd call too 53 minutes to answer I got a letter to book another appointment with my doctor I am not bothering to ring I written to my doctor Not to prepare to was another hour on the phone
Visited September 2023
Review titled The Lewisham Care Partnership
Replied on 07 March 2024
Dear Patient, Thank you for your feedback. I'm truly sorry to hear about the immense stress and frustration you've experienced while trying to reach your doctor. It's completely understandable that enduring such lengthy wait times just to connect with the call centre has been overwhelming for you. We have recognised that the current system has made it so challenging to schedule an appointment or communicate effectively. Our system is currently under review and we are hoping to have a more effective and easier contact system rolled out in the near future. Your well-being is important, and finding a more efficient way to communicate your needs to your doctor is essential. If you are able to use the online services, you can go into your surgery and one of our care navigators can help you set this up. This will help in securing the necessary appointment or assistance without having to endure further long wait times on the phone. If there's anything else I can do to assist you or if you need any advice on how to proceed further, please let me know. Kind regards, Complaints Hub The Lewisham Care Partnership
-
Review titled Getting a repeat prescription
Rated 1 star out of 5
by Sue - Posted on 24 August 2023
The surgery is appalling I have a continual battle to get repeat prescription. I put it in in due time as instructed with the local Day Lewis Pharmacy and invariably after the proscribed 48 hrs and I go to pick it up there is an problem and it’s not ready and the surgery is at fault. It is worrying that the Drs have a devil may care attitude to medication that it meant to be taken daily and a lack of knowledge of the medication they prescribe. I jokingly describe them as the remedial GPs surgery as they medical ‘professionals’ and admin staff are so below standard what one would expect.
Visited August 2023
Review titled The Lewisham Care Partnership
Replied on 07 March 2024
Dear Sue I appreciate you taking the time to share your concerns about your experience with our surgery. I would to express my apologies to you regarding the challenges you've encountered when obtaining your repeat prescriptions. Your feedback is important to us, and I want to assure you that we are actively working on the issues. I understand the distress and inconvenience caused by delays in receiving your medication and the problem it poses to your health management. Please accept my apologies for any inconveniences you've experienced in this regard. I will personally look into the repeated delays in processing repeat prescriptions and work to identify and rectify any issues within our system that may be causing these delays. We acknowledge the importance of clear and timely communication regarding prescriptions. We actively working on our communication method with patients. We tend to contact patients when their medication has been rejected or if they need a medication review before their next request, however, as communication is crucial, we will review our communication processes to ensure that patients are kept informed about the status of their prescriptions promptly. Your concerns about the knowledge of our medical professionals regarding the medication they prescribe are duly noted. I assure you, our clinicians take regular study leave as well as attend training to ensure they are kept up to date with medication and refresh their memory to provide the necessary information to patients. I appreciate that these issues have led to frustration and dissatisfaction, and I want to assure you that we are committed to making improvements. Your feedback helps us identify areas for growth, and we are dedicated to providing a higher standard of care. If you have specific instances or details you would like to share with us regarding your prescription concerns, please feel free to provide them. Additionally, if you have any other suggestions on how we can develop our services, we are open to hearing them. Thank you for bringing these matters to our attention, and I am committed to working towards a resolution that meets your expectations. Kind Regards The Complaints Hub The Lewisham Care Partnership
-
Review titled Some good people frustrated by terrible disorganisation
Rated 1 star out of 5
by Nick Saalfeld - Posted on 13 August 2023
We all know that surgeries are fighting a lack of resources. But Hilly Fields at Lewisham Care often has only one practitioner on duty for a list of thousands. That’s pure underinvestment by the partners. Recently I had superb A&E service, followed up by such incompetence from the practice that after six calls, visits and callbacks, a referral still wasn’t made. It’s a set of consistent admin errors which could have put me back in hospital. The funding challenges in healthcare are huge. But getting the basics right should be a duty. Lewisham Care fails on this. I can’t recommend the practice.
Visited August 2023
Review titled The Lewisham Care Partnership
Replied on 07 March 2024
Dear Nick Saalfeld, Thank you for sharing your experience with us, and we sincerely apologise for the challenges you have faced. We understand your frustration with the apparent underinvestment and the administrative errors you encountered during your interactions with Hilly Fields Medical Centre at The Lewisham Care Partnership. It's disheartening to hear that despite the superb A&E service, the follow-up process did not meet the expected standards, leading to the difficulties you've described. Your feedback is valuable, and we take it seriously. We recognise the importance of getting the basics right in healthcare, and we are committed to addressing the issues you've raised. We apologise for any inconvenience or distress caused by the lack of proper referrals and administrative errors. We appreciate your understanding of the significant funding challenges in healthcare, and your perspective helps us identify areas for improvement. Rest assured, we will investigate the matters you've highlighted and take steps to prevent similar issues in the future. If you have specific details or would like to discuss your experience further, please feel free to contact us directly. Your input is crucial in helping us enhance our services, and we are dedicated to learning from your feedback. Thank you for bringing this to our attention, and we apologise for any negative impact on your healthcare experience. Kind Regards, Complaints Hub The Lewisham Care Partnership
-
Review titled Amazing service
Rated 4 stars out of 5
by Anonymous - Posted on 06 July 2023
When ever I visit the GP the reception staff are so help and polite. Just the other day, I went in to inquire about my medical records and medication. The gentleman and the lady wearing a headscarf provided me with exceptional assistance, patiently explaining the necessary steps I needed to take. Moreover, they managed to schedule me an appointment with a fantastic doctor. While I acknowledge that some individuals may experience frustration with the GP, the staff consistently strive to deliver the best possible service. I applaud their efforts and encourage them to continue their commendable work.
Visited July 2023
Review titled The Lewisham Care Partnership
Replied on 07 March 2024
Dear Patient, Thank you for taking the time to share your positive experience with us. We are delighted to hear that you received exceptional assistance from our reception staff during your recent visit to the GP. It's heartening to know that they patiently explained the necessary steps regarding your medical records and medication, and that they successfully scheduled an appointment with a fantastic doctor for you. Your kind words and acknowledgment of the efforts made by our staff are truly appreciated. We are committed to providing excellent service to all our patients, and feedback like yours motivates us to continue our efforts in delivering the best possible care. If you ever have further feedback or if there's anything more we can do for you, please don't hesitate to let us know. We value your input and look forward to serving you with the same level of dedication in the future. Thank you for recognising the commendable work of our staff, and we appreciate your positive encouragement. Kind Regards, Complaints Hub The Lewisham Care Partnership
-
Review titled Unhelpful systems
Rated 1 star out of 5
by Anonymous - Posted on 23 June 2023
I waited over an hour to get to speak to the receptionist to gain an appointment. When at last I spoke to her I waited for her to relay my symptoms to the doctor then come back to me with questions from them. So this process was protracted significantly due to this process. It would be so much simpler to just book me an appointment and the I could get off the phone. The questions related to whether or what steps I had taken and I was undoubtedly being screened to see if I actually warranted an appointment. Now I have to wait again for the doctor to call me back. I haven’t seen a doctor since 2020. Unacceptable.
Visited June 2023
Review titled The Lewisham Care Partnership
Replied on 07 March 2024
Dear Patient, Thank you for taking the time to share your recent experience with us. We sincerely apologise for the extended wait time and the process you had to go through to schedule an appointment. Your feedback is important, and we appreciate you bringing this matter to our attention. We understand that the additional screening process may have caused frustration and inconvenience. Our aim is to ensure that patients receive the most appropriate care, and sometimes additional information is sought to facilitate this. However, we acknowledge that the process should be as efficient as possible. To address your concerns and improve our services, we will review the procedures involved in appointment scheduling and patient communication. Our goal is to streamline the process and enhance the overall patient experience. If you have any specific details or additional feedback you would like to share, please feel free to contact us directly. We value your input as we strive to make necessary improvements. Once again, we apologise for any inconvenience caused, and we appreciate your understanding as we work towards providing better healthcare services. Kind Regards, Complaints Hub The Lewisham Care Partnership
-
Review titled Imposible to reach and get prescriptions
Rated 1 star out of 5
by Mariaelena - Posted on 19 May 2023
The NHS app as well as the Patient Access App which they suggest, do not have any options for appointment booking. The only option that is displayed in the App, is "Smear Test", however there is no option for GP appointments. The phone system which is only at 8:00 am is overcrowded and the queuing time s over 1 hou, which is rather inconvenient for people with fix working schedules. Appointments always take 3-4 weeks after the booking. Finally, the doctor might call you at different scheduled times and in case you do not answer you will have to go again through the whole painful and long process. If you get to speak to a doctor, prescriptions are not given immediately and they are not shown in the App, nor as SMS confirmation. I have tried to get a prescription since February, and now at the end of May, I am still waiting for it. Overall, it is very disappointing.
Visited May 2023
Review titled The Lewisham Care Partnership
Replied on 19 June 2023
Dear Mariaelena, Thank you for your feedback. I am sorry that you are disappointed in the service you received on this occasion, and assure you, we are working extremely hard to provide a great standard of care. The NHS App and Patient Access work alongside each other. These appointments are released at 08:00am and 18:30pm up to 2days in advance. As our appointment book is split between online appointments and on the day at reception, unfortunately, the appointments online are booked quite quickly leaving what is available which are the smear test appointments. We also use another App called AskFirst. With this app, you do not need any credentials from your practice and can create your own account. This app will triage you to ensure that you are booking appropriately as well as offering appointments for up to 2 weeks in advance. We have acknowledged that the practice is currently receiving a high volume of calls and the waiting time can be tedious, but please be assured our care navigators work extremely hard to attend to all calls in a timely manner whilst dealing with patient queries effectively. In the week commencing the 29th May 2023, the practice received 5,104 calls. We are currently reviewing our system to identify the best possible way patients can contact the surgery and reduce the waiting time on the phone. We are trialing a pre-bookable appointment system. As mentioned in your feedback, this allows patients to book up to 3 weeks in advance. We have decided to take this approach as some appointments can be dealt with routinely. Some patients do find this satisfactory, as they do not have to keep calling to make an appointment. As this is a trial, your feedback will be taken into consideration when moving forward with our appointment book. We are aware that the GP may not always call at the scheduled time. Some telephone calls may require extra time due to the nature of the appointment, causing delays to the clinic. Our care navigators do give a time frame to allow GPs to have flexibility. Our policy is, the GP will contact patients twice, this ensures that if patients miss the first call they are aware that the GP has tried to call and to be vigilant for the second call. Unfortunately, if patients miss both calls, they would have to re-book the consultation. We apologise that you have previously experienced a delay in receiving your prescription. If the medication is acute (medication that may be used as a one off), this is not shown on the app as the app only shows repeat medication. If the medication has been issued based on a GP consultation, the medication will be available to collect on the same day. However, all repeat medication request take up to 2 working days to be processed. As we do not have your full details, I regret we are unable to investigate this further. If you would like to discuss this further, please do not hesitate to contact us. Kind Regards Jacqueline Henty Practice Manager/Complaints Lead
-
Review titled Not a great practice
Rated 1 star out of 5
by Michael - Posted on 19 April 2024
Changed medication. Got blood test done to ensure new medicine was working and had to phone them to arrange a telephone consultation so new medicine could be put on recurring prescription. After waiting for nearly an hour I was just told no appointments available telephone again tomorrow at 8am. Rationing appointments now?? If there is a choice of dying earlier or trying to grapple with their system I choose the former!
Visited April 2023
The Lewisham Care Partnership has not yet replied.