Laurie Pike Health Centre - Ratings and reviews
Reviews
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Review titled Brilliant practice
Rated 5 stars out of 5
by Toni - Posted on 10 January 2023
I was a bit apprehensive about registering my new born and I due to the negative reviews on Google but i can honestly say my experience has been the total opposite. Can always get an appointment (and we've had quite a few over the past couple of months with vaccinations etc). The reception staff are lovely and helpful and the clinicians are friendly and knowledgeable.
Visited January 2023
Review titled Laurie Pike Health Centre
Replied on 15 February 2023
Dear Toni Thank you for taking the time to leave the Practice a positive review. This is very much appreciated and will be shared with the team. Kind regards Patient Experience Team
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Review titled Poor service from reception
Rated 2 stars out of 5
by S Begum - Posted on 27 January 2023
I requested a call back this morning. When the receptionist enquired why I needed the appointment, I explained my 4 year old is having blood tests next week and I wanted to ask the doctor to do another test while it was being done. ( vit D, as he complains of feeling tired and sometimes his legs hurt). Firstly, she questioned why I didn’t ask for it when I spoke with the doctor earlier this week. Clearly, I forgot, I told her, which is why I called again. I felt like she was judging me. Although I didn’t and should not feel the need to explain this to a receptionist , my chronic pain and medication impacts my memory and thinking. It should go without saying that reception staff should be more tactful and sensitive because you don’t know who or how the other person is at the end of the phone. She checked the screen and told me that my son is already having a full blood count done and kept insisting that the vitamin D test is also included. Having had many blood tests myself, I know that to be not correct and told her that. At first she she said she won’t be asking a doctor to call me back and would get a nurse to do it instead. She then put me on hold to enquire and decided that a doctor would call me back. She must have realised the test I was trying to request wasn’t included after all. It’s appalling that we have to get through this kind of questioning to get an appointment. That too, by medically unqualified staff with a lack of knowledge. Highly inappropriate that it’s left to them to decide whether or not you can book an appointment.
Visited January 2023
Review titled Laurie Pike Health Centre
Replied on 15 February 2023
Dear S Begum Thank you for taking the time to leave a review and I am very sorry to see that you have had a negative experience with the Practice. If you would like me to look into this further, please can you contact me via our online website form? The link to the form is below. https://www.modalitypartnership.nhs.uk/contact Kind Regards, Patient Experience Team
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Review titled Poor Service from Admin staff
Rated 2 stars out of 5
by Anonymous - Posted on 09 December 2022
I called for an appointment for myself and both my children. The member of staff on the phone advised me that they could not book an appointment for all of us. I advised I am on immunosuppressive medication and due to this, I need to be seen in the chances that I may have a chest infection. The lady advised she still cannot book me in and suggested I cancel one of my children's appointment. I advised I needed the children to be seen. She then went on to say that she was also sick recently and that "this isn't nice first thing in the morning" to which I replied that I had spent the night with a fever that would not let me sleep. I was not once rude, offensive or ill tempered. I calmly told her that I have been advised by numerous doctors, including my consultant, that I must be seen as urgent when I fall ill. Anyhow, none the less, I did not get an appointment and the member of staff reluctantly noted my file that I had a request for appointment refused. She did not want to leave a note. 2 days later (09/12) I went in with my daughter who was still unwell and Doctor prescribed antibiotics at 11.30, advising the prescription would be sent off in an hour. Almost 3 hours later, I called the surgery as the pharmacy had not received the prescription. The member of staff advised that the Doctor we had seen was only in for half a day and had left, so they have to ask the duty Doctor to sign it off. When I asked how long this could take, she abruptly answered "I don't know how long it will take, I can only request it". I understand we are all going through a difficult time and the NHS are under a lot of pressure, especially at this time of year. I work in Customer Service myself and I know it can get challenging at times. Not once was I rude or aggressive. I simply wanted some health care for my children and myself and I firmly believe this could have been delivered in a more polite, professional and caring way. The staff at the reception are generally very unfriendly, rude and unprofessional. They seem to hate their jobs and this reflects in the way they treat patients. As patients, we only get in touch when we're unwell and need care. The last thing we need is to be made to feel this way. I am disappointed with the service I received and I hope this is recognised by someone who may care to make this Health Practice a better place. Thank you.
Visited December 2022
Review titled Laurie Pike Health Centre
Replied on 22 December 2022
Dear Patient I am very sorry to hear about your experience and would like to investigate your concerns. Please could you contact the practice via the feedback form on the link below? https://www.modalitypartnership.nhs.uk/contact Kind Regards, Patient Experience Team
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Review titled Caring and informative
Rated 5 stars out of 5
by Ian Piotrowski - Posted on 14 December 2022
Had a review of my blood tests. I was told the results in an informative manor with an in-depth insight when I asked for more detail. Review was conducted in an empathetic way and I was given various choices going forward. I was not pressureised into any particular choice, the pros and cons were all explained to me.
Visited December 2022
Review titled Laurie Pike Health Centre
Replied on 22 December 2022
Dear Ian We are happy to see that you received great care from the surgery. Thank you for sharing your experience with us. Kind regards Patient Experience Team
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Review titled Awful Service Appointments
Rated 1 star out of 5
by Saqab Khan - Posted on 14 November 2022
Been trying to get an appointment for over a week, call at 8am the line are soo busy and sometimes have to wait for over 1hour 30mins to be told no appointments available. There are no appointments available online and finally got through today to reception after been waiting for 1hour 45mins to be cut off whilst in conversation. I didn't even recieve a call back. This is completely unacceptable service which has been running for the last few year's. The senior management need to conduct a review of patient services.
Visited November 2022
Review titled Laurie Pike Health Centre
Replied on 06 December 2022
Dear Saqab I am sorry to see that you have struggled to contact the Practice via the telephone. We are currently experiencing increased demand on our telephone lines and our patient services team has been working very hard to answer calls under the additional pressure. I recognise that difficulties in accessing the Practice can be extremely frustrating for our patients and I apologise unreservedly for any upset or inconvenience. I am sorry that when you contacted the surgery you could not be offered an appointment. We are currently experiencing increased demand on our services and only have a limited number of appointments available. Please be assured our clinicians are working to their full capacity and new appointments are available daily. Kind regards Patient Experience Team
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Review titled Awful service unable to get an appointment
Rated 1 star out of 5
by Anonymous - Posted on 13 October 2022
I have been trying to get an appointment for the last 3 days prior to that I called last week and a couple weeks ago I spoke to someone and they were unable to give me an appointment. I also went into the surgery but still no luck. I have been suffering and struggling with me breathing and I think I am asthmatic but the doctors have never ever diagnosis me or given me further appointments to get this checked. They have always just given me an inhaler and brushed me off. I keep getting told I need to make an appointment and I’m on hold for over two hours and then it cuts off so I call back then on hold again to be told no appointments when I have been on the phone again for 1 and hours since 8am. Very disappointing I have two little ones and this is getting really upsetting that nobody is helping.
Visited October 2022
Review titled Laurie Pike Health Centre
Replied on 03 November 2022
Dear Patient I am sorry to hear that you have been finding it difficult to book an appointment. We are currently experiencing increased demand on our telephone lines and our patient services team has been working very hard to answer calls under the additional pressure. I recognise that difficulties in accessing the Practice can be extremely frustrating for our patients and I apologise unreservedly for any upset or inconvenience. If you have not yet had an appointment I would be happy to assist with a booking. You can contact me with your details via the follow ink link to a query for on our website. https://www.modalitypartnership.nhs.uk/contact Kind regards Patient Experience Team
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Review titled Do not go here!
Rated 1 star out of 5
by Mr R - Posted on 23 September 2022
Unable to get an appointment over two days after following the process of calling at 8am. There are appointments there but reserved for 111 or emergency appointments which are decided by a receptionist and not a medical professional. I am not very comfortable with someone who is not a medical professional triaging me medically. Once again complaining about the same failed system and hoping patient healthcare may one day be a priority for a patient healthcare service.
Visited September 2022
Review titled Laurie Pike Health Centre
Replied on 26 September 2022
Dear Mr R Thank you for taking the time to leave feedback and I am sorry to see you are dissatisfied with the service provided to you. Healthcare nationally is seeing a dramatic increase in demand especially within General Practice. We are seeing or consulting with approximately 25% more patients than the same time 3 years ago, but just in a different way. This includes telephone consultations to provide more appointments and only inviting those for a face to face appointment if there is a clinical need. Our patient services team are trained to triage calls, book appropriate appointments and direct to alternative services if there is no appointment availability. This includes asking for a brief description of patient symptoms whilst being supported by a doctor on duty. I am sorry that there was no availability when you have contacted the surgery. I would be happy to discuss this with you further and can be contact via our online queries form. Please find the link to this below. https://www.modalitypartnership.nhs.uk/contact Kind regards Anya Patient Experience Team
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Review titled Great practice just like to be tweaked
Rated 3 stars out of 5
by Anonymous - Posted on 25 May 2022
Something has to be changed, I’ve been going to this practice for 42 years. And 42 years I’ve never been ill much to really need the practice all my kids still go there. But recently I became really ill I tried to call the practice to get an appointment to see a doctor for three weeks couldn’t get through as I work full-time. In the end I had to go through the 111 explain what was going on with my health before I got a callback from one of the good doctors there at the center. And then had some blood taken by the nurse I was anxious but a nurse is very good very patient although I was scared they reassured me. Then I saw the doctors who admitted me too hospital the same day. I know the care from the doctors and nurses are extremely good I should say and quick while you’re there but you have to be seen first. I like to say it’s not very welcoming because all the shutters are down, wondered why the doors were still lock as we told to wear a mask I can understand the one-way system but why. Also while I was there I noticed a lot of used facemasks scattered around the building why.
Visited May 2022
Review titled Laurie Pike Health Centre
Replied on 09 June 2022
Thank you for taking the time to leave feedback for the Practice. We are sorry to hear that you have had difficulties contacting the surgery. We do offer online appointments and they are released at 8pm Monday-Friday, please contact the surgery and we can advise you on how to get your online access for this. We can assure you we are open as usual Monday -Friday 8am – 6.30pm and on Tuesday 8am – 8pm. Shutters for rooms are kept down when the room is not in use. As part of NHS policy and providers of primary and a community health service our NHS policy is to keep the use of face coverings in line with government advice. The practice will also be keeping the one-way system to help manage the patent flow throughout the practice. We can only apologies for the facemasks outside at the back of the practice and can assure you as soon as we were made aware of this it was removed. We work hard to ensure the practice grounds Are maintained and moving forward will keep looking for ways to improve this. Please do not hesitate to contact the practice should you wish to discuss this further on 0121 817 3567 or modality.lphc@nhs.net. Melissa Buchanan, Senior Patients Services Assistant.