St. Luke's Practice - Ratings and reviews
Reviews
-
Review titled *escalation* sincere request to review gp's front desk *
Rated 1 star out of 5
by Anonymous - Posted on 14 July 2023
I am writing this email out of absolute frustration after visiting the st. lukes gp for four times to get my essential medications when I have run out of stock. At the first visit I was told to register with the gp and wait for a week. After a week, I was told that my medical records can take months to be transferred. However, I needed my medicines as they were out of stock for a week. When asked for a solution I was asked by the front desk to ask my previous gp to send my docs without requesting them. I reached out and they said to ask st.lukes to send an email. After letting the front desk know, they still insisted that I send an email by myself. Please have a look at the below email as proof that I was forced to send an email to my previous gp. The previous gp has rejected my request again and again stating that until they receive a formal email from the new gp (st.luke's medical center), they cannot send my medical brief details. After registration, I got a call from the gp saying we will prescribe the medicine over the call and go to the pharmacy. When I reached the Pharmacy, they asked me to pay for the medication because I do not have exemptions. I am sure the gp could have asked me to follow the process beforehand when I had visited them four times. Now, I have had to pay gbp 28.95 to get the medicines. I hope there will be sincere training provided to the front desk as there is definitely a lack of understanding. It is a medical front desk care.
Visited July 2023
St. Luke's Practice has not yet replied.
-
Review titled Some very helpful reception staff at carpenter St Luke
Rated 3 stars out of 5
by Amy - Posted on 30 March 2023
Can not fault reception staff at this surgery. Unfortunately, the reason for my appt is obscure made worse with additional HQ's unclear phone conversation and text message.
Visited March 2023
Review titled St. Luke's Practice
Replied on 11 April 2023
Dear Amy, Thank you for taking the time to leave positive feedback for the reception staff, it is always nice to hear, our staff certainly do try their very best. In order to respond to your concern regarding the appointment, we would like to invite you to discuss this in more detail with the Practice Manager. Please contact the Practice Manager at the surgery to speak over the phone or to arrange a meeting. It is our aim that all patients receive the highest level of care from the practice. Kind regards Carpenters Practice
-
Review titled Very unhelpful, unorganised and extremely unresponsive.
Rated 5 stars out of 5
by Anonymous - Posted on 08 July 2022
I have been trying to contact this surgery for 2 weeks regarding a medication I need to reorder. Something I take daily but yet they keep saying they are going to process this request and it never happens. I even called again recently to be told I now need a phone call consultation with the doctor, which I agreed to be called between 12:30pm-2pm. The doctor called me at 11am and again at 5, which I obviously could not answer as I was a work and was not called between the times I had been told. On hold for 15/20 minutes even though the call says you are number 1 in the queue. Really disappointing service all round.
Visited July 2022
Review titled St. Luke's Practice
Replied on 28 July 2022
Dear Patient, I am sorry to hear of the concerns you raised. Thank you for raising your concerns. It is important that we hear from patients when things have gone wrong as this can help us learn and make improvements. In order to respond to your concerns, we would like to invite you to discuss this in more detail with the Practice Manager. Please contact the Practice Manager at the surgery to speak over the phone or to arrange a meeting. It is our aim that all patients receive the highest level of care from the practice. Kind regards Practice Manager - Carpenters Practice
-
Review titled Do doctors even exist
Rated 1 star out of 5
by Jean R - Posted on 15 July 2022
I am classed as a vulnerable patient but despite many calls and messages sent via their app not one GP contacted me. This resulted in me going down to A&E to be treated. This was advised by 111, due to the extremely non existent response from a surgery whose phones are hardly ever answered and if you do get through told to fill in a request on the website which in turn is never answered. I am 70 years old, recovering from a particularly bad bout of Covid with ongoing physical issues. After the A&E visit I was contacted by a very competent Locum who had received the report and said that this was a serious situation and should I need further help to contact the surgery, good luck with that. I have not seen any other doctor since before The Covid outbreak in 2020. It’s not even that I am a troublesome patient, but the surgery always manage to invite you for reviews or flu injections by a nurse, for which I understand the practice gets financial remuneration for. How strange they can offer a nurse on their terms, but these medical professionals are unavailable or non existent in times of patient need. This practice has gone rapidly downhill over the last 5/7 years. There is no empathy with any of the staff or doctors. Just a tick sheet practice. An absolute disgrace to their profession and once Covid abates I will find another practice
Visited July 2022
Review titled St. Luke's Practice
Replied on 28 July 2022
Dear Jean, I am sorry to hear of the concerns you raised. Thank you for raising your concerns. It is important that we hear from patients when things have gone wrong as this can help us learn and make improvements. In order to respond to your concerns, we would like to invite you to discuss this in more detail with the Practice Manager. You will be contacted by the management to assist you with your query. It is our aim that all patients receive the highest level of care from the practice. Kind regards Practice Manager - Carpenters Practice
-
Review titled Terrible service
Rated 1 star out of 5
by Anonymous - Posted on 04 August 2022
Can not see a doctor, e-consult page has been changed to make it harder to leave request to even see or speak to a doctor ( with self help information) Had various tests then have to ask the surgery what the results are, that's if you can get through on the telephone. Do doctors exist after the pandemic ? Had an operation earlier this year, cant see a doctor to fobbed off with an appointment at the hospital six weeks waiting list while the pains get worse. Disgusting service, its bad enough wanting to see a dentist let alone a doctor
Visited July 2022
Review titled St. Luke's Practice
Replied on 08 August 2022
Dear Patient, I would like to apologise for your experience. Please note that the use of the Dr iQ app is to allow patients to provide information that can lead to appropriate triage by a clinician and the booking of appointments (both same day and pre-bookable). If you continue to experience difficulties with the app or would like support on how to use Dr iQ, please do call the practice and we will be happy to provide guidance on the app and resolve any issues you may have. Thank you for taking the time to raise your concerns. I hope this letter reassures you that we have taken your comments seriously. If you do have any questions or wish to discuss the matter in more detail, please contact the Practice Manager on 020 8534 8057 and we can arrange a convenient time and date to meet. Thank you Carpenters Practice - Practice Manager