St Lukes Primary Care Centre - Ratings and reviews
Reviews
-
Review titled A GP a difficult to access GP practice
Rated 1 star out of 5
by Anonymous - Posted on 01 March 2024
For 2 weeks now, I have been calling the GP practice just to speak with my doctor. Every time, right at 8am and 2pm, I phone only to hear: all the phone lines are currently busy and advising me to call again after a few minutes to try again. Needless to say, every time I called after that, I did not get the chance to get an appointment with any doctor. This is beyond frustration and disappointment. The CQC ought to review St Luke's practice's phone consultation process urgently. The practice is a joke-playing with people's health. Depending on what the issue is , you will only get redirected back to the surgery after you've reported to NGH to be helped. Are appointments given to some people and others not? The phone lines should have an option to leave your number for the receptionists to at least return your call. What's happening with St Luke's GP Surgery? There should be a system of telephoning whereby you are contacted if you do not get a slot to see the doctor and one offered-ie you should have an option to leave your number for the practice to get back to you. I would not recommend St Lukes to any friend or acquaintance, unless there are changes made.
Visited March 2024
St Lukes Primary Care Centre has not yet replied.
-
Review titled Terrible Practice
Rated 1 star out of 5
by Anonymous - Posted on 21 March 2024
Been trying to book an appointment but its impossible, the staff are rude and of no help at all and following the instructions on the website is of no help. I ended up having to have a video consultation where the doctor stated I really needed to be examined in person but I am unable to get a face to face appointment, I have now been told to book an urgent blood test but this is St Lukes so I can't do this and even calling at 8am just means the phone system rudely ends you call just like the staff do. Shocking and very worrying!!!
Visited March 2024
St Lukes Primary Care Centre has not yet replied.
-
Review titled Unavailable
Rated 1 star out of 5
by Anonymous - Posted on 27 February 2024
Impossible to get to even speak to a receptionist, even when you've had a message to ring the surgery
Visited February 2024
St Lukes Primary Care Centre has not yet replied.
-
Review titled Virtually impossible to make urgent appointments
Rated 1 star out of 5
by Anonymous - Posted on 28 November 2023
I've been registered at this doctor's practice for literally decades It has never been so awful. I'm not I'll very often but on the occasion when I'm feeling in need of an urgent appointment to see a doctor or nurse or even to get phone advice from someone, forget it!! Phone lines are busy is all we get. Day after day I've tried at 8am and 2pm to get through. I call constantly for half an hour and all phone lines are always busy. My wife tried and also failed. The only option is to use the NHS emergency system. Of course many others take the same route so expect several hours waiting. Why did this practice take so many patients in when they can't look after the ones they already have? Appalling service and a real concern as the population is ageing. I wish I could find another practice to move to but they are all full. What a state this has got to Why??
Visited November 2023
St Lukes Primary Care Centre has not yet replied.
-
Review titled Understanding and respectful
Rated 5 stars out of 5
by Anonymous - Posted on 01 November 2023
I attended for a blood test which is one of my biggest phobias. I tried really hard not to cause a fuss and just wanted to get it done. On a previous blood test at a different surgery I was left in a lot of pain and with a majorly bruised arm which worried me a lot. With that in the back of my mind I turned up worried but just wanted to get it over with. The nurse/doctor who took my blood in room E was beyond exceptional with me. She was very patient, understanding and told me how to be in order for it not to hurt and be done as quickly as possible. She didn't cause a fuss and did it within seconds of me being there which in hindsight was the best thing she could have done. I had a funny turn afterwards, probably because I worried so much about it and she gave me all the time and support I needed and gave me advice on future appointments. I felt so lucky that it was this doctor who took my blood because I've met some majorly impatient nurses before and was scared of this happening again. It went as quickly and painless as it possibly could have and I could not have asked for more support from anyone. I left very positive and feeling much better about how to handle having blood taken if i have to go through this again in the future. Thank you, its genuinely had a massive impact and means a lot.
Visited November 2023
St Lukes Primary Care Centre has not yet replied.
-
Review titled Good Doctors but you can't get an appointment
Rated 3 stars out of 5
by Anonymous - Posted on 07 November 2023
I tried for 3 days to call the doctors for an appointment I called 18 times one of those days but you can't get to speak to anyone. You don't even get in a queue now they just say try again and Cut you off. I had to call 111 in the end and they arranged for a doctor to call me. Its also no good going in because they don't help. When / if you do get an appointment the doctors are lovely.
Visited October 2023
St Lukes Primary Care Centre has not yet replied.
-
Review titled Perfect GP Review
Rated 5 stars out of 5
by Bill Haylock - Posted on 26 September 2023
Following a 6 week review after a total knee replcacement operation on my right knee, I had a discussion with one of the St Lukes's Surgery GPs. I made this appointment as I needed urgent advice regarding new medication and the process for referral for another operation on my right knee. The GP I spoke to was incredibly supportive and professional. The GP obviously had read my current notes regarding my situation as the GP was aware of current care and was very informative regarding next steps. My entire experience was outstanding. Thank you.
Visited September 2023
Review titled St Lukes Primary Care Centre
Replied on 01 November 2023
Dear Mr Haylock Thank you for leaving such a positive review in relation to your recent contact with the surgery. We are delighted that you found our staff supportive and professional and I will ensure that your comments are passed on to the practice team. Patient feedback is important to us so that we can review our systems and processes and identify any staff training that may need to be addressed. Thanks again Kindest regards Sharon Hennell, Practice Manager, St Luke's Primary Care Centre
-
Review titled care is great ,appointment system is terrible.
Rated 3 stars out of 5
by Anonymous - Posted on 18 September 2023
rang at 8 am, lines full. rang at 8-30am, no. 37 in queue but cut off when at no. 17, Told to ring at 2.00pm but all appointments gone when I rang then. How does this happen ? The medical care has always been good but how does one get an appointment.
Visited September 2023
Review titled St Lukes Primary Care Centre
Replied on 01 November 2023
Dear Patient We are sorry to hear of the issues you have experienced when trying to book an appointment at the Surgery. We are constantly reviewing and investing in our appointment and telephone system based on patient feedback, this has highlighted difficulties whereby patients are choosing to queue in the phone system as they are not aware that all of the appointments for that period are full. Our phone system now allows us to advise patients once our appointments are full to prevent people queuing redundantly. We now also have an option in the phone system 'Option 9' will allows the system to retain your position in the queue and a member of our Care Navigation Team will call you back when your position as reached the front of the queue. This means that you do not need to hang on the line - the system will call you back. This was only implemented in the last month and already we are receiving positive feedback. Sadly this will not change the number of available appointments, we are a finite resource and cannot offer appointments that we do not have. The NHS is under immense pressure as patient numbers grow whilst the number of clinical staff reduces. Once all of the appointments are full, you will still need to wait for the next release. However, these changes to the phone system means that you will be advised immediately rather than waiting on hold. The Surgery are conscious however that there are patients who are not able to hold on the telephone or are restricted in the times they can call due to their working hours or simply prefer to contact the Surgery and seek medical advice and information in different ways. Therefore to assist patients we also offer alternative options for non-urgent matters:- • Patients can also access video consultations with a GP via the LIVI app. See our website to download. • NHS 111 On-line which can be accessed via www.111.nhs.uk and offers the following:- Where to get help for your symptoms, if you're not sure what to do, How to find general health information and advice, Where to get an emergency supply of your prescribed medicine, How to get a repeat prescription. • We have also partnered up, along with other practices within Northampton, to a scheme which offers appointments in the evenings and weekends (including BH) at Highfield, Cliftonville Road, Northampton. This services is manned by GP’s, Advanced Nurse Practitioners, Practice Nurses and Healthcare Assistants. You can also access Accurix which is an on-line consultation platform. Details are on our website. Thank you for bringing this to our attention as patient feedback is very important to us and we welcome the opportunity to assess the situation so that we can see if we can improve our service and processes and review staff training. Sharon Hennell, Practice Manager, St Luke's Primary Care Centre
-
Review titled Excellent Clinician Treatment
Rated 5 stars out of 5
by Bill Haylock - Posted on 12 September 2023
Following a full knee replacement operation, I experienced excessive bleeding from a small wound which required immediate treatment. Called St Luke's Surgery and was able to see a clinician quickly. The treatment and care received was outstanding, professional and empathetic. Thank you
Visited August 2023
Review titled St Lukes Primary Care Centre
Replied on 25 September 2023
Dear Mr Haylock Thank you for taking the time to leave such a positive review in relation to your recent experience at the practice. As a practice we are constantly reviewing our processes to enhance our patient experience and delighted that our appointment system worked for you and you found the treatment you received a positive one. Thanks again, your feedback is very much appreciated and I will pass it on to the practice team - Sharon Hennell Practice Manager
-
Review titled Highly under rated surgery.
Rated 5 stars out of 5
by Anonymous - Posted on 24 August 2023
Due to health I am here regularly and always find everyone accomodating and helpful. The area keeps growing and the GPs are expected to just cope. I think this is a fantastic surgery and wish people would look past the nationwide frustration with getting an appointment and look at the actual care given.
Visited August 2023
Review titled St Lukes Primary Care Centre
Replied on 25 September 2023
Dear Patient Thank you for taking the time to leave feedback regarding the care and treatment you receive from the surgery. As a practice we are always looking at ways in which we can improve and develop the services we provide to our patient population even in todays challenging environment. I will certainly pass on your comments to the practice teams, which will be a real morale boost. Thank you once again. Sharon Hennell, Practice Manager, St Luke's Primary Care Centre