Lombard Medical Centre - Ratings and reviews
Reviews
-
Review titled Very caring
Rated 4 stars out of 5
by Anonymous - Posted on 05 April 2024
I have been with this surgery for around 8 years and over the that time my experience with GP’s and Receptionists has been very mixed. Lately I have had the need to speak to the reception team on a few occasions and I have to say my experience has been nothing but positive. It is really evident that there has been some good training with the team in how to ask the questions they need to in order to make sure you speak to or are seen by the right person in the appropriate timeframe. This never used to be the case but I have to say it makes the experience on the whole a lot less stressful (although getting through still has its challenges). I don’t know who I spoke to but from around mid-March into beginning of April was when my interactions were and I am sure you will be able to trace who it was from my records. I just felt compelled to leave this feedback as my experiences have not always been so positive. Thank you and please keep doing what you are doing
Visited April 2024
Lombard Medical Centre has not yet replied.
-
Review titled Sadly Not Really Patient Centred
Rated 3 stars out of 5
by Sheila Elizabeth Lee - Posted on 29 February 2024
Having asked if I could have a pre-booked appointment with a specific GP, and been told I could ring and make this type of appointment, I rang and was told I could not just book a face-to-face with my chosen GP and he would have to triage by telephone before he decided whether I would be seen or not. OK, if I have to jump to through that particular hoop then, although I was not happy, I accepted a date for this 'call'. I then asked for a time frame when this call would be made and was informed "it could be anytime during that day"!! To me this indicates a surgery working totally to their own agenda and not taking the needs of their patients into account at all....and I find that a very sad state of affairs.
Visited February 2024
Review titled Lombard Medical Centre
Replied on 02 April 2024
I am sorry that we have not met your expectations. The GP you like to see telephone triages the patients and will then organise an agreed appointment time with you. I can see that on one occasion the GP spoke to you on the telephone, but you was advised to see someone more specialised. Therefore saving the GP time and you a wasted appointment. This means that we can manage the demand and capacity. We do offer face to face appointments, but not with the GP you like to see. I will feed this back to him. I am sorry you have not received the service you expected.
-
Review titled Bad experience
Rated 2 stars out of 5
by Anonymous - Posted on 07 February 2024
I approached them for my health verification as a part of my NMC registration . I spoke to a member of staff who was on duty in reception and with their consent I submitted the my GP contract details to NMC UK. Following that, NMC sent a request to Lombard practice on 23/01/24. They didn't reply to NMC, and I was keep on calling them every other days , I went to the Practice and explained my concerns during these last 3 weeks of time. At last they (staff from Lombard practice)rang me on 05/02/24 afternoon and said they haven't done any health verification before and they can't give it to anyone. Also,it is not included in their work contract". This incident make me very disappointed.
Visited January 2024
Review titled Lombard Medical Centre
Replied on 15 February 2024
Hi I am sorry you are disappointed. However this is non contractual work. The NMC asks if you are fit to practice. Our GPs would not be in a position to answer or take responsibility for this. It also requires us to complete this on a portal. So we are unable to see the questions until we start this work. I will contact the NMC directly to discuss the process they follow with them. Regards
-
Review titled Amazing staff
Rated 5 stars out of 5
by Anonymous - Posted on 08 December 2023
Visited the surgery today and despite the pressure my issue was dealt with promptly and professionally. Big up the NHS!
Visited December 2023
Review titled Lombard Medical Centre
Replied on 22 January 2024
Thank you for your support. All the staff appreciate the support of our patients at this difficult time and are working hard to maintain a high standard of care.
-
Review titled Receptionist training
Rated 2 stars out of 5
by Walker - Posted on 02 January 2024
Bad service, couldn't get across to receptionist that Medication needed to be approved. She kept saying I had already had it issued. After telling her to read her notes 5 times and her repeating I had No medication, she decided to read what I was telling her on her system. Managed to get medication that I required having just come out hospital after heart attack. Also said I couldn't see a doctor because I had medication even though I had told her it had Not been issued. Receptionist are not doctors and need to be told not to tell patients wrong information or go as far as to say, Lie to patients.
Visited December 2023
Review titled Lombard Medical Centre
Replied on 22 January 2024
Dear patient, I was made aware of this situation and apologise for your experience. I have addressed this with the person and more training will be given on the 31st January 2024.
-
Review titled Poor reception attendance
Rated 1 star out of 5
by Anonymous - Posted on 29 November 2023
Have to wait a very long time to get through appointments allocation too short. Nobody in attendance at the desk for over ten minutes. Went to nurse appointment and they did not know why I was there even though they requested me to attend and did not know why I had taken a requested sample too long sending script to pharmacist. All round terrible service
Visited November 2023
Review titled Lombard Medical Centre
Replied on 08 December 2023
Hi I am sorry that your experience was not a good one and we have not met your expectation. I would be happy to look into the issue with the nurse appointment. Reception and pharmacists are experiencing high demand and it may not always be apparent that they are dealing with other patient queries. Thank you for your patience.
-
Review titled Difficult to use
Rated 1 star out of 5
by Anonymous - Posted on 04 December 2023
This practice is difficult to use, for many reasons such as - You cannot walk in and make an appointment - You cannot easily make an appointment in advance for a future date, they only seem to want to give same day appointments which is not convenient or feasible for everyone - You cannot make a phone appointment after 10am (this leads to long phone waits in the morning) - Reception staff can sometimes be hostile and rude when I am being polite and calmly explaining my situation - On several occasions there is a queue of patients at the desk and no staff member to be seen
Visited November 2023
Review titled Lombard Medical Centre
Replied on 08 December 2023
I am sorry that your experience has not been as expected. We are currently reviewing the way we work over the next 3 months and will start to inform patients of the changes we are making. Please bear with us at this time as demand is high.
-
Review titled Highest regard for this practice.
Rated 5 stars out of 5
by Shirley Ellis - Posted on 31 August 2023
Since moving to Newark five years ago we have been with Lombard Medical Centre. We have been given the best service we could wish for, particularly in these challenging times. Late afternoon today I rang with a query regarding my forthcoming flu vaccination. The young lady said she would find out and ring me "probably tomorrow" as it was late afternoon. About 40 minutes later I received a text message giving me an answer to my query and confirming my appointment. Thank you to her and to all of the staff at Lombard for being there for us.
Visited August 2023
Review titled Lombard Medical Centre
Replied on 01 September 2023
Thank you for taking the time to give us this uplifting feedback. It is much appreciated, especially on a Friday as we leave the week on a high. Thanks again
-
Review titled Communication breakdown
Rated 3 stars out of 5
by Anonymous - Posted on 14 July 2023
My partner had an appointment for today which on the NHS app it said it was for a telephone review. So, we waited for a phone call that didn't happen, phoned up to find out why to be told he should have attended!! He has now got to wait three weeks for another appointment which on the NHS app says telephone review again!! He has now had a text saying they can't afford to waste appointments when it's hardly his fault if it can't be made clear if its face to face or telephone. It seems that some training in communication skills is required.
Visited July 2023
Review titled Lombard Medical Centre
Replied on 23 August 2023
Dear Patient I am sorry for your experience. If you would like to contact the surgery so I can investigate this issue further. I will make the IT manager aware of this issue to see how we rectify. Regards Debbie Swain
-
Review titled Disappointed
Rated 3 stars out of 5
by Anonymous - Posted on 23 June 2023
My partner was told by one of the drs that if he needed anything he was to phone and ask to speak to him. He needs a barium swallow arranging so he called and asked to have an appointment with this Dr only to be told that no can do. He was told to call back the next morning as then he would be able to speak to the Dr. He did this only to be told again that no he can't speak to the Dr. So, at this point we aren't sure what he is meant to do?? He was so disappointed because he feels now that he has been lied to ,so much so that he hung up. He has been very poorly so understandably he gets worried now in case anything goes wrong which in turn doesn't help his blood pressure.
Visited June 2023
Review titled Lombard Medical Centre
Replied on 23 August 2023
I am sorry that you experienced this issue. Continuity is an issue as GPs can often be on annual leave, work part time or be fully booked. I will feed this back to the team. Ideally if a GP wishes to follow an appointment up they book this themselves on the day of speaking with you. However I would have expected this to have been booked if the GP was in surgery the following day. Again I apologise for your experience.