Lancaster Medical Practice - Ratings and reviews
Reviews
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Review titled Quick and efficient response
Rated 5 stars out of 5
by Elizabeth Field - Posted on 02 January 2024
Just such an incredible, efficient response to the Online/Patchs system that I used and also to the contact that the 111 service made with them on my behalf. Very helpful and prompt reply. Thank you.
Visited January 2024
Review titled Lancaster Medical Practice
Replied on 03 January 2024
Dear Elizabeth Thank you for your positive feedback regarding the efficient response that you received in regard to the patchs request that you submitted. I am pleased to hear that you found the response to your patchs request to be so helpful and prompt and will pass your feedback on to the staff involved. Kind regards Elizabeth Slater Quality and Performance Manager
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Review titled Friendly and helpful staff
Rated 5 stars out of 5
by Sue - Posted on 31 January 2024
In the last two weeks I have visited both Owen Road and King Street surgeries and have found all the reception staff and the clinicians to be very friendly , helpful and professional. I also find the Patches system easy to use and a very effective way of communicating with the practice, receiving replies quickly and efficiently.
Visited January 2024
Lancaster Medical Practice has not yet replied.
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Review titled Unsympathetic and rigid
Rated 2 stars out of 5
by Anonymous - Posted on 04 December 2023
I was late by 11 minutes for my appointment so I missed my medication. I apologised to the receptionist and explained that I was late because I was ill, partly because my medication was two weeks late, which in turn was because LMP could not provide me with an appointment on time, despite my efforts to book one, online, on the phone, and in person. I also said that part of my being further minutes late checking in was that the check-in machine did not work and that I had to wait another five minutes in the queue at reception to check-in. The receptionist explained that there was '10 minutes late' cut-off point, so my appointment window had now passed. I said I had never heard this before, and suggested that had I known it I would not have attempted, as I did, to get to my appointment on time as I was already feeling ill. I also suggested that this 10 minute window should be made known to patients, but she seemed unwilling to accept this reasonable recommendation, even though it would obviously help patients. Despite the fact that my appointment only takes a minute or two the nurse refused to see me (as I was late), even though I had waited two weeks for my appointment. Also, and funnily enough, I often have to wait 10 to 15 minutes for my appointment with the nurse when I am on time, which I invariably am. This appointment situation has been happening, on and off, for the last three years, and as a consequence I frequently get my medication late, which is not good for me. I have asked LMP if can get or have training (it is a simple injection) to give myself the medication as diabetics do for example, but have been refused. So it seems that LMP prefers me to have my medication late than to allow me administer it to myself, even though I would happily sign a waiver absolving them of any responsibility should I make a mistake with the injection. All the staff were polite, but they also did not listen particularly well and were unsympathetic and rigid. So, not a good experience I'm afraid.
Visited November 2023
Review titled Lancaster Medical Practice
Replied on 20 December 2023
Dear patient Thank you for your feedback. I am sorry to hear that you are dissatisfied with your recent experience when you were unfortunately late for your appointment and were unable to be seen. I can only apologise that you were not aware of the practice policy regarding patients who are late for appointments. We operate this policy in order to ensure that our clinics are able run as efficiently as possible and minimise disruption to other patients who are booked into that clinic. Please be reassured that reception staff will always ask the clinician if they are able to accommodate a patient who is late for their appointment but the decision if they can be seen lies solely with the clinician and will depend upon a number of factors including what other appointments are booked into that clinic. I do understand your frustration that you sometimes have to wait longer than ten or fifteen minutes for your appointment when you attend the surgery and can only apologise for any inconvenience that this may cause for you. Our clinicians do, on occasion, run late during their surgeries as they attend to the patients that are booked into the clinic or if an emergency has arisen, as I am sure that you can understand squeezing in a patient that attends late would increase this delay and therefore further inconvenience patients. I am sorry to hear that you have experienced difficulties getting a timely appointment and I would be happy to investigate this as well as your request that you administer your injection yourself and ask that you could provide me with further information by e-mailing lscicb-mb.lmp.reception@nhs.net marked for my attention. I am pleased to hear that you found that all the staff that you spoke to were polite and can only apologise that they were unable to accommodate your request on this occasion. Kind regards Elizabeth Slater Quality and Performance Manager
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Review titled Financial charges
Rated 2 stars out of 5
by R. J. Green - Posted on 11 July 2023
Today I rang the practice to explain that I am having cataract surgery next month. As I had major surgery a few weeks ago I have to provide a doctor's letter saying I am fit enough to have the operation and that it would cost £27.50 as the doctor would have to do it in his own time. I don't even know if I will get to see a physician. I am a 71year old pensioner recovering from bowel cancer and feet extremely aggrieved by this. My gp works 3 days a week and is going on strike shortly for more money. Is the nhs run for them or us??????
Visited July 2023
Lancaster Medical Practice has not yet replied.
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Review titled Poor mental health service
Rated 1 star out of 5
by Anonymous - Posted on 24 January 2023
Waited at least a month and 2 cancellations for an appointment. Appointment only 15 mins in length and was only so that I could be asked to self refer to MindsMatter. Mental health nurse was very keen to push me onto a talking therapy. No other option explored. I have felt a lot worse since I attended.
Visited January 2023
Review titled Lancaster Medical Practice
Replied on 23 March 2023
Dear Patient Thank you for your feedback. I am sorry to hear about the concerns that you have with the mental health service provided by the Lancaster Medical Practice and that you felt worse since you attended for an appointment at the practice. Lancaster Medical Practice provides a wide range of services to support patients with their mental health and employs a range of specialist staff, including Mental Health Practitioners and Health Coaches, to support patients via a variety of varying length appointments. Please accept my apologies that your appointment was cancelled twice resulting in you waiting for a month for an appointment. I would be happy to contact you to discuss your concerns further and enable us to improve this service if you e-mail your contact details to lscicb-mb.lmp.reception@nhs.net marked for my attention. Kind regards Elizabeth Slater Quality and Performance Manager
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Review titled Online consult
Rated 1 star out of 5
by Mr John D McLean - Posted on 06 December 2022
Online consult is useless. It is very hard to understand. It has never provided a solution to my need. How on earth do you leave a message? It seems that you can only search for a symptom - useless if your issue is something else. Why can't I simply leave an open message?
Visited December 2022
Review titled Lancaster Medical Practice
Replied on 09 December 2022
Dear Mr McLean Thank you for your feedback, I was sorry to hear of the difficulties that you have experienced with online consult. I hope that you found the telephone call from one of our Patient Services Coordinators in response to your feedback to be helpful and that her advice with regard to using the General Health Query option on online consult, along with the new option of pressing 4 on our telephone system to speak to a member of our Medicines Management Team regarding medication queries, resolves the problems that you were experiencing. If however you continue to have any problems using online consult, or indeed any other aspect of the service provided by LMP, please don’t hesitate to contact the practice and a member of our Patient Services team will be happy to help. Kind regards Elizabeth Slater Quality and Performance Manager
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Review titled Wonderful service
Rated 4 stars out of 5
by Grumpy - Posted on 09 September 2022
On Tuesday 8th September I had my annual c.o.p.d.. review at the Own Road surgery. The Nurse was extremely pleasant, thorough and efficient. She called me with the results two days later. A great service.
Visited September 2022
Review titled Lancaster Medical Practice
Replied on 21 September 2022
Dear Patient Thank you for your positive feedback about your recent annual COPD review and the service that you have received. I am pleased to hear that you found the nurse to be extremely pleasant, thorough and efficient. Kind regards Elizabeth Slater Quality and Performance Manager
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Review titled Abysmal
Rated 1 star out of 5
by J Barlow - Posted on 15 September 2022
Received text advising to register with NHS Login. As I needed an appointment, I registered, but needed smart phone to take pictures of passport and self. Took time. Once able to log in could only make 4 types of appointment, two of which were a mystery. e.g. 4. B12. First dose. ?? Went to NHS website and Lancaster Medical Practice and kept going round in circles trying to find Online Consult (as had been advised to do by a recorded message when I tried to ring the surgery). After eventually finding a "form" - which consisted of a small space to put in one symptom, and then no information about what to do, I decided to try my luck again with a phone call. After 10 minutes or so of messages and waiting I eventually spoke to a receptionist. She was doing her best, asked me to describe my symptoms, and told me someone would ring me back with an appointment as not urgent. It has taken me the best part of the afternoon trying to get an appointment and was almost reduced to tears of frustration. To top it all, in order to do a review I needed to put in date of last appointment. Chance would be a fine thing. I used today's date. For too long we've blamed COVID for this appalling inefficiency.
Visited September 2022
Review titled Lancaster Medical Practice
Replied on 07 October 2022
Dear J Barlow I am sorry to hear of the frustration that you have been experiencing recently when accessing our services. The various apps that are available for patients to use to access the services of the practice are provided by third parties and as such are outside of the control of the practice. We have since become aware that users of the MyGP app were sent a text message advising them of the need to switch to an NHS login to order prescriptions and book online appointments, this was sent out to patients without the knowledge of the practice. Please be assured that no practice data was used to send this text message which was sent out to patients using the data that they had previously registered with myGP. Please accept my apologies that once you had registered you found that you were unable to book an appointment online due to the limited appointment types on offer. As I am sure that you can understand the appointment system can be complex and there are a large number of different appointments that patients book into to access our services. We are currently operating a phased roll out of online appointments to ensure that each appointment type is set up correctly. We anticipate that additional appointment will be available to book online shortly. Currently online consult cannot be assessed via the NHS app and I am sorry to hear that you had difficulty finding the link for online consult on the practice website. The practice website has been set up to display the details of online consult as a pop up when patients first access our site, please accept my apologies that this clearly did not work for you on this occasion. Please be assured that following your feedback we will check the website to ensure that the pop up is working for patients. To avoid any future difficulties please follow the link: Online Consult (online-consult.co.uk) which will take you to the correct page. If you continue to have difficulties with either the app or accessing online consult please don’t hesitate to contact the practice and a member of our team will be happy to assist you with this. Kind regards Elizabeth Slater Quality and Performance Manager
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Review titled Extremely helpful
Rated 5 stars out of 5
by Anonymous - Posted on 11 July 2022
I was instructed by one of the surgeons at the RLI to ring this practise for a specialist blood test even though I am not a patient there. I rang up at 11am and was first in the queue. The lady I spoke to listened to me and got all the details I had to find out why their practice and not at the hospital itself - she could have easily said it wasn't them and put the phone down (which I've experienced many times) but she didn't. I am extremely happy to have been treated treated so professionally as opposed to a receptionist who acts like a rottweiler to protect their precious GPs from actually having to see someone. Something, unfortunately, I'm very used to at the practice I am registered with!!!
Visited July 2022
Review titled Lancaster Medical Practice
Replied on 12 July 2022
Dear patient Thank you for your positive feedback. I am pleased to hear that you found the service that we provided for you to be extremely helpful. Kind regards Elizabeth Slater Quality and Performance Manager
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Review titled Hours spent waiting on the phone
Rated 2 stars out of 5
by Anonymous - Posted on 24 May 2022
It's hard to imagine anyone being a patient of this practice by choice (there being no other alternatives locally) - it has got harder and harder to contact the practice. Always takes at least 25 minutes to get through (with *that* saxophone music that must be a leading cause of stress in the district). Issues which should be simple to resolve end up taking a big chunk out of your day. Online consult doesn't always work. I'm glad I'm at least moderately tech aware - it strikes me that the push towards solely online provision is probably discriminatory. It's utterly depressing that the communication logjam will now be extended to ordering prescriptions - one of the few workarounds to avoid losing your entire life to medical admin was to ask the pharmacy to order for you.
Visited May 2022
Lancaster Medical Practice has not yet replied.