Lucas Avenue Practice - Ratings and reviews
Reviews
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Review titled Horrible service.
Rated 1 star out of 5
by Dev Patel - Posted on 04 April 2024
Terrible service, receptionists and doctors do not co operate properly. My dad had a mouth infection and the doctor gave a medicine that has been stopped by the government since 2 years. I found out about this by the pharmacy so I called the gp waiting for 20 min. They answer the call and straightaway end the call. I called again and I am still waiting for 30 min. I need to change surgery as this is not acceptable. Worst service by Lucas Avenue Practice.
Visited April 2024
Lucas Avenue Practice has not yet replied.
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Review titled Nit satisfied
Rated 1 star out of 5
by Anonymous - Posted on 29 February 2024
People at the reception are the person who don't know how to treat the patient. It seems like they don't have conversations between them. I just want to request normal letter and they are keep rolling around from last 3 days today the 4th day i called them and they said they're not sure what they need to do. I won't advice anyone to go to this GP. Thr doctor was very nice and helpful he answer me straight away.
Visited February 2024
Lucas Avenue Practice has not yet replied.
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Review titled Poor Communication
Rated 2 stars out of 5
by Shiraz Suleman - Posted on 15 November 2023
I was given an appointment and was told to wait when I showed up. After waiting for 40 minutes, I reminded one of the staff members that I had been waiting for a while after which he checked and told me that the nurse was actually not in and that my appointment would be cancelled and rearranged for a week later. I had to take time off from work and will now have to do so again. They really should have told me in advance that the appointment was cancelled so I didn't have to come and wait at the surgery for so long. Really poor organisation and communication.
Visited November 2023
Lucas Avenue Practice has not yet replied.
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Review titled Rude behaviour on the phone
Rated 1 star out of 5
by Anonymous - Posted on 26 June 2023
I was calling to make a followup appointment because I am losing hearing more and more over the last few weeks. I am extremely concerned and have struggled to book an appointment because I try to call at 8am or use the Dr iq app (which is appalling) several times to no avail. I call this surgery for booking my family appointments also and have only been dealt with rudely. I mentioned how the service is unfair as my Dr said to book a follow-up and they should be able to slot me in Asap. But the person who answered my call at 2.30pm 26th June 2023 replied with “with all due respect if you call at 8am” when they dont realise I call everyday at 8am with no answer for over an hour then I must leave to catch a train to work. How dare somebody speak to me like this, I am already frustrated as I am potentially losing one of my faculties(hearing) I am being told about my calling times? They must need reminding or want to see my call logs at 7.50am everyday???? You are dealing with people who are suffering with issues, the people answering the phones must be extremely compassionate, I also work in customer service and I would never speak in the tone I was, I was spoken over, they even raised their voice at me and put the phone down before even confirming my appointment was made or not. I am appalled as this has been my new surgery for the last few years and the only feedback I have is that it is horrible to use. So much for looking out for your clients, we are paying customers in whatever form we do pay. We expect a service, not when your employees feel like it. You are dealing with all walks of life and all types of issues people suffer with. I am disappointed and ashamed my local GP treats their clients like this, I wonder how you would treat an elderly who maybe cannot express themselves as clearly, they would be treated even worse. I am shocked at the attitude and standards Lucas Avenue has. Ashamed even as I hold my local borough in high regard but treatment like this bring us down.
Visited June 2023
Lucas Avenue Practice has not yet replied.
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Review titled Tired of this practice
Rated 2 stars out of 5
by Anonymous - Posted on 07 June 2023
The staff here are incredibly incompetent and unprofessional and have no idea how to appropriately communicate and engage with patients, especially older patients who do not speak much English. I once witnessed a young man at the reception desk yelling at an older gentleman in English, as if yelling would magically make the man speak and understand a language that is alien to him. This situation only got resolved because a fellow patient stepped in and offered to translate. Surely, the practice should hire staff that reflect the surrounding community and would therefore actually be able to help patients? Also, on 3 separate occasions, I have called up at 8am for a phone appointment on the day, only to receive no call at all, and be told by the reception staff that an appointment was never booked. When I was adamant that I had called to book the appointments and would even tell them the time they told me to expect the call, they would just say they don't remember. This has also happened in person, where I took my daughter out of school for her appointment, only to be told there is no appointment. I am constantly disappointed by this practice. No improvements came with the new management.
Visited June 2023
Lucas Avenue Practice has not yet replied.
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Review titled Inappropriate behavior over the telephone
Rated 2 stars out of 5
by Anonymous - Posted on 20 February 2023
I am waiting for my son urine test result since last five days. At monday morning I called to GP, one of the employee of GP over the phone told me your result is not arrived yet check back at the end of the week.he spoke rudely,I told him when I drop a sample to the GP they told me,you will get the result within 2days. A person straight away told me check back at the end of the week. Even they are not informed us about blood test. When I called and ask them he informed me it's satisfactory.I again called to GP, another lady told me same thing with same rude behavior
Visited February 2023
Lucas Avenue Practice has not yet replied.
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Review titled waste of time
Rated 1 star out of 5
by maneer ahmed - Posted on 08 March 2023
i got paronychia on my middle right finger this surgery will not give me an appointment but wanted my nail clippings .i am still waiting for my nail clipping results after 2 months .been chasing them up they told me they are waiting to hear from the lab .i do not think they sent it to them
Visited January 2023
Lucas Avenue Practice has not yet replied.
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Review titled NHS Take some actions!
Rated 1 star out of 5
by Anonymous - Posted on 05 July 2022
Always when it comes to booking Appointments it is a Night mare! We understand it can be busy some times but every time? and that also we need to call at 8 in the morning for the appointments and even if we call in the morning by the time we reach in a position to speak to someone (30-50 mins later) they say they don't have any appointments left for the day. I mean what you want me to do ??? and again next day call GP in morning and same story. There is no way to book appointments from Dr IQ. and we are left with no option and have to call GP. NHS should consider some solutions for these problem as there are several same issues negative feedback on the site. However, I don't see any improvement in management of GP. Due to lack of management in this matters people may loose their life if not treated on time and can also lead worsening their condition by the time they get appointment. Please, don't reply by saying email us and we are trying our best or for emergency go to A&E. As for some medical conditions A&E replies with Oh we can't do anything you have to see your GP for that! they can refer you or get you scan arranged or something else!! It is a request to GP please try to sort this out instead of replying we are sorry and trying best, As this is not just 1 complaint on this matter. Thanks
Visited June 2022
Lucas Avenue Practice has not yet replied.
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Review titled Terrible customer service no compassion
Rated 1 star out of 5
by Anonymous - Posted on 25 May 2022
I am often left feeling really angry when coming off the phone to this practice. The customer service is shocking, they speak to you shockingly, they are unwelcoming and unprofessional. They often hang the phone up on you too. On Dr IQ, they’ve removed the “ask for general advice” button which is the advised way to make an appointment - now it only shows you a few options, UTI, order repeat medication, skin problem. They seek to have an attitude about even having to take calls or do their job. There's no way to book an appointment on Dr. IQ, it's impossible to book an appointment over the phone, it's impossible to get a face to face appointment. How can you send me to the hospital and diagnose me with something without seeing me face to face? Why do you not address the fact that your answer machine tells us to book on Dr. IQ instead of calling, yet your app doesn't allow us to book unless we have a UTI etc? There is no compassion or empathy from any of the staff at this surgery, on the off chance that you do actually manage to get an appointment, you walk in and they are all having a conversation amongst themselves and only call you up to the desk once they've decided that they can be bothered. It's such a horrible experience and being that GP surgeries are notorious for their unpleasant attitudes, i'm not spoilt for choice when it comes to choosing another one. People come to you because they feel absolutely horrible and are going through a tough time medically and you give them an unwelcoming, cold and distressing service on top of that. How does that make you feel? I am constantly left waiting at the pharmacy being told that my GP has not yet sent my prescription, the service is just a mess. Please do not bother responding to this review with the robotic "please email us so we can investigate further" have a heart and actually respond like somebody who actually cares!!!!!!
Visited May 2022
Review titled Lucas Avenue Practice
Replied on 08 June 2022
Dear Patient Thank you for your feedback. We are extremely sorry you had a poor experience with our practice. Due to daily high demand of multiple request from patients we close Dr IQ when reached to maximum capacity. We offer urgent appointments on the same day, patient can contact the practice via telephone or come in the practice to book urgent appointments. We do apologize for the experience you received from the admin team, we are training our team on customer care on our regular meetings and will be monitoring this. Please contact me on 0208 471 7239 or email me on Lucasavenue.practice@nhs.net to arrange a meeting to discuss this further. Once again thank you for your feedback Zara Bahar – Practice Manager
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Review titled Ridiculous appointments
Rated 1 star out of 5
by Anonymous - Posted on 04 April 2022
Honestly this GP is ridiculous. I have been trying to get an appointment for my dad for the past 3 days but have been told there is none. When told to call back at 8am, I am caller number 288228 and can never get through. I called back at 10am and again was told to try tomorrow. This GP needs to fix it’s systems and do pre booked appointments in that case. Get more reception staff on the phone booking rather than having 3 of them at the front of reception having a chinwag!!! Always laughing and having a conversation of their own when I come in. Maybe get older mature staff to be in reception with them and more on the phone booking PRE booked appointments. I have complained on the practice email so look forward to see what happens.
Visited April 2022
Review titled Lucas Avenue Practice
Replied on 19 May 2022
Dear Patient We are sorry you have left a low review for our practice. Please can you get in contact with on Lucasavenue.practice@nhs.net Thank you