Lancaster Gate Medical Centre - Ratings and reviews
Reviews
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Review titled Awful reception
Rated 1 star out of 5
by Anonymous - Posted on 07 March 2024
This is a practice that obviously does not have things in order. I called the surgery to list; they said I should do it online, and they would review it in maximum of two weeks. After two weeks, I called them and they were so rude and stated they would soon get around to it. After three weeks, I got a message only saying: "Can you please re-submit your application by providing a proof of address.". I responded to the message: Hi, Would it not be easier for me to bring it to my first appointment or email a picture? It has already been three weeks since I submitted my application. To which they respond: Can you re-submit your application by providing proof of address. And these are the people that are supposed to look after people when they are sick and weak...
Visited February 2024
Review titled Lancaster Gate Medical Centre
Replied on 18 March 2024
Dear Patient, I want to express my sincere apologies for any inconvenience or dissatisfaction you may have experienced whilst registering with our practice. Your feedback is invaluable to us as it helps us identify areas for improvement and ensures we deliver the highest standard of care to all our patients. Unfortunately, due to the anonymous nature of your complaint, we are unable to investigate further into this matter. However, your concerns are important to us, and we would like to address them to ensure your experience with our practice is a positive one. Please feel free to contact me directly on 02074799750 so that we can discuss this matter further. Your input will assist us in resolving any issues and improving our services for you and other patients. Thank you for bringing this to our attention. We appreciate your feedback and your understanding as we strive to provide excellent care to all our patients. Many thanks Suja Devan, Practice Manager
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Review titled Reception staff need more training
Rated 3 stars out of 5
by Alvaro Marchan Alarcon - Posted on 26 February 2024
I feel compelled to write this review with the intention that sharing my experience today can improve the quality of care of your patients. I was instructed by one of your doctors to come to reception and submit a sample of my nail to be examined to the lab. On arrival at the desk, the colleague at reception just rolled her eyes and seemed a bit confused of what exactly I was asking for but luckily the more senior colleague pointed her to the next steps. I got given a specimens bag (which turns out had the missing sample pouch) and a sticker form and told to deposit my nail clippings into the envelope and make sure the sticker was posted on the bag. I did what I was told but when I came home I found strange I still had the form with me without the sticker. I decided to return to the practice and I enquired about my form as I left it out. The reception colleague who saw me this morning wasn't too sure and just answered I don't know... and I begged her to seek further clarification. Reluctantly she then asked a colleague in the back office and she confirmed that the sample would not be processed without the form. I did ask if I could get another sample bag so I could get new nail clippings and again her answer ´was oh no I can´t do that now' I did ask again if she could speak to someone more experienced, and finally a nurse came out from the back office and pointed out that I was given the wrong sample bag all along and I should have been given a nail envelope. Finally the lady made sure I could go home with a proper form, specimens bag and pouch for my next visit. The attitude of your reception team was very poor, she never apologised for the mistake and sadly I will have to wait another 2 weeks in order to get a useful nail clipping hence delaying my diagnosis and possible treatment. I asked her to be more compassionate and apologise and her body language was absolutely abysmal. As someone who works in customer service, I think you should remind your reception team that it is ok to ask for help to a senior colleague, and seek the right information as this clearly affects the qualiy of service to the patients, which also makes the work of the medical team a lot more difficult as they have had a stressful time at reception before they meet the nurses or doctors. The lady behind the desk was a clear example of someone who doesn't have the skills needed to treat customers with compassion and empathy.
Visited February 2024
Review titled Lancaster Gate Medical Centre
Replied on 18 March 2024
Thank you for bringing this matter to our attention, and please accept our sincerest apologies for any inconvenience caused. We truly value your feedback and strive to provide exceptional service at all times. We apologise for any disruption caused by our new staff member who is currently undergoing training. Rest assured, we are taking immediate steps to ensure that all team members are thoroughly trained and equipped to handle situations like these efficiently in the future. We will reinforce the importance of empathy and sensitivity in all patient interactions to ensure that each individual feels respected, understood, and supported. Your satisfaction is of the utmost importance to us, and we appreciate your patience and understanding as we work to improve our services. Thank you for your continued support and for giving us the opportunity to address this issue. Suja Devan, Practice Manager
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Review titled Great service from reception & the Doctor
Rated 5 stars out of 5
by Sandra K - Posted on 05 June 2023
I have received kind, efficient and great service from Lancaster Gate surgery. I am happy and grateful to belong to this Practice.
Visited June 2023
Review titled Lancaster Gate Medical Centre
Replied on 11 July 2023
Thank you Sandra for your lovely comment! Suja Devan, Practice Manager, Lancaster Gate Medical Centre
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Review titled Horrible service
Rated 1 star out of 5
by Anonymous - Posted on 14 October 2022
I had a surgery a week ago and it’s impossible of me to get hold of my GP for post surgery care. Appointments are long to wait for even for such conditions more than 10 days of wait !
Visited October 2022
Review titled Lancaster Gate Medical Centre
Replied on 18 October 2022
Thank you for taking the time to make a comment. I am extremely sorry to hear of your negative experience. I would like to highlight that the practice offers multiple types of appointments that can be booked by patients depending on their requirement, for eg – Same day urgent appointments for acute conditions that cannot wait (patients would need to contact the practice between 8 & 9 am on the day), Routine bookable ( these can be booked months’ in advance), Online consultations ( patients to complete an online consultation form via surgery website ) and extended hours GP & nurse appointments at our hub at St Charles Health Centre ( these appointments are available on all weekdays & weekends) We always strive to deliver the best quality of care for our patients. I hope you would appreciate that General practice is currently under particular pressure dealing with heavy workload and staff covid absences. Unfortunately, the anonymous nature of your comment makes it difficult to investigate so please contact the Practice Manager on 02074799750 so we could address your concerns. Many thanks Suja Vasudevan, Practice Manager
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Review titled Amazing service. Really helpful . Very caring.
Rated 5 stars out of 5
by Anonymous - Posted on 30 November 2022
Excellent service. Had a problem and got same day phone appointment with GP. This practice is always willing to go the extra mile for their patients. GPs willing to listen to the patient and not rush you out the door with a prescription for medication that you may or may not need. Lucky to have such a good practice in this time of criticism of GP practices
Visited September 2022
Review titled Lancaster Gate Medical Centre
Replied on 06 December 2022
Thank you so much for your kind comments. I will feed this back to our team. Kind regards Suja Vasudevan, Practice Manager