St. Luke's Surgery - Ratings and reviews
Reviews
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Review titled Failure at point of entry
Rated 1 star out of 5
by Shane Ohara - Posted on 31 May 2023
I rarely trouble my local GP. I am one of those men who only goes to the doctor when something is very wrong. I rang today to get an urgent appointment because I have a lump near my thyroid which has persisted for the last 2-3 months. I have difficulty swallowing and no infection. The receptionist was dismissive and offered an appointment in a months time. At a time when so many people are being diagnosed with cancer too late, it is shocking that one of the significant reasons for late diagnosis is likely to be receptionists who are simply not qualified to be in the critical diagnosis pathway.
Visited May 2023
Review titled St. Luke's Surgery
Replied on 08 June 2023
We are sorry that you felt the Surgery was unable to meet your expectations. We have since discussed this with you, you have seen a GP and we hope this has put your mind at ease. Yours sincerely, Rachael Dilley Assistant Practice Manager
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Review titled Newsletter
Rated 5 stars out of 5
by Anonymous - Posted on 14 April 2023
The Spring 2023 Newsletter is the best we have seen. Thanks for providing such excellent information.
Visited April 2023
Review titled St. Luke's Surgery
Replied on 17 April 2023
We are glad to here that you have found the information in our latest edition newsletter useful. Thank you for taking the time to feedback to us. Yours sincerely Dawn Brewer Practice Manager
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Review titled Excellent Patient Service
Rated 5 stars out of 5
by Sarah Stanley - Posted on 13 April 2023
I am full of praise for St Luke's Surgery. I have been a patient for over 30 years now and the team have never failed to deliver excellent medical attention. The Reception Team are courteous and recently I was seen expeditiously when I called in earlier this week. As always it was a pleasant experience. I highly recommend this practice to those newcomers to the area, or those wishing to perhaps make a change .
Visited April 2023
Review titled St. Luke's Surgery
Replied on 14 April 2023
It is fantastic to hear of your continued positive experiences here at St Luke's. Thank you for taking the time to feedback to us. I will share your kind review with both the clinical and non-clinical staff at our next practice meeting. Yours sincerely Dawn Brewer Practice Manager
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Review titled Very poor treatment of Autistic daughter
Rated 1 star out of 5
by M.Ashby - Posted on 30 April 2023
My daughter has autism and complex needs. She has been treated appallingly by staff who have been rude and unhelpful. She has significant communication difficulties and needs patience and understanding, however staff have gone out of their way to make her feel rushed and stressed to the point of melt down. They have a '5 min rule' on the phone so if you cannot communicate your needs in that time they put the phone down. I have made several attempts to contact the practice manager and named doctor for my daughter but they have refused all attempts to work with us. All calls & emails to practice manager have been ignored. All reasonable adjustments for her disability have been dismissed as attempts to manipulate . Every parent with a severely disabled child fears the time they can no longer care for them & this unfortunately is the reality. It's probably a lovely practice if you are middle class with private insurance but appalling if you are complex or disabled and when something goes wrong they do not want to know and are impossible to contact.
Visited April 2023
St. Luke's Surgery has not yet replied.
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Review titled Very poor experience
Rated 1 star out of 5
by Anonymous - Posted on 22 May 2023
Very uncaring team and lack understanding of autism and mental health. They insisted on repeated appointment for the same issue. I left one appointment with a list of 4 appointments in the same week at the practice with a doctor who was inexperienced and offered no useful advice or treatment and despite telling the doctor I would not be able to attend them all and would prefer just 1 they refused to cancel. Then very rudely criticized by another member of staff because I wasn't able to attend despite trying to cancel . The inexperienced doctor then decided they had enough of me as I have a complex disability and decided to move me on elsewhere. Very confusing and conflicting advice and impossible to understand. All reception staff went out of their way to make me feel stupid for being autistic and mocked and criticized me every time I got one of their 'rules' wrong (rules changed from week to week and different staff have different rules) They are only interested in positive feedback and the practice management and lead doctor both refused to meet and discuss the issues so I think anyone with autism or caring for someone with autism or similar disability would be very safe at this surgery
Visited March 2023
St. Luke's Surgery has not yet replied.
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Review titled Outstanding Practice
Rated 5 stars out of 5
by Victoria Keenan - Posted on 06 March 2023
I called the practice on the off chance they could see my son after after finding out there was a 4hr wait at the walk in centre after an accident he had had that afternoon with his finger at school, the receptionist was very helpful and fitted him in with in the hour of me calling. The doctor was outstanding, kind and caring towards my son, dealt with his sore finger, cleaned it and dressed it while making him feel calm and relaxed. Many Thanks for all your help.
Visited March 2023
Review titled St. Luke's Surgery
Replied on 07 March 2023
Many thanks for taking the time to leave a review and inform of us of your experience. We will ensure that both clinical and non-clinical staff involved in your sons care are informed of your positive feedback. Yours sincerely Dawn Brewer Practice Manager
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Review titled Prompt thorough care
Rated 5 stars out of 5
by bryan pentland - Posted on 08 March 2023
In at least three occasions over the last 5 years my wife and I have had a need for emergency consultation, in one case leading to an urgent cancer referral. In every case we were dealt with speedily and given the consultation the next day other than a weekends. The staff were courteous and caring and continue to be so. Your service we have received is excellent.
Visited March 2023
Review titled St. Luke's Surgery
Replied on 08 March 2023
Dear patient, It is fantastic to hear of your continued positive experience with St Luke's. Thank you for taking the time to feedback to us. I will share your review with all the staff at the next practice meeting. Yours sincerely, Dawn Brewer Practice Manager
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Review titled Excellent practice
Rated 5 stars out of 5
by Anonymous - Posted on 12 January 2023
The practice staff from receptionists to the nurses and Doctors are helpful, understanding and strive to do their best by the patient. I have always managed to get an appointment within a reasonable time frame, even during these times when the NHS is stretched. The practice itself is in a modern building and has a range of other facilities such as physiotherapists, a pharmacy and plentiful parking. The practice is well run and send helpful text messages with updates about the service. Thank you St Luke’s!
Visited January 2023
Review titled St. Luke's Surgery
Replied on 13 January 2023
Dear patient, Many thanks for taking time to write a review. It is great to hear of your positive experience. I will ensure that your comment is passed to all the staff in the next practice meeting. Yours sincerely Dawn Brewer Practice Manager
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Review titled Very bad
Rated 1 star out of 5
by Anonymous - Posted on 05 September 2022
I was scared, and I am scared now. NHS staff has left me without medication for over one month. I filled out the online request and was told to present my passport at reception. Of course, it was not a British passport. However, despite my peculiarity, I was told by the receptionists to wait a good seven days before they could double-check my ticket. And this adds to another fourth day without medication. I can never tell this story to my family.
Visited September 2022
Review titled St. Luke's Surgery
Replied on 12 September 2022
Dear Patient, Thank you for your feedback. I was sorry to read your review and the impact it has had on you. I would very much welcome the opportunity to discuss this with you further as the situation you describe does not follow our protocols for either registration of new patients, or for urgent medication requests. I can be contacted on the normal surgery telephone number, in person, or via letter. I look forward to hearing from you. Yours sincerely, Dawn Brewer Practice Manager
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Review titled Great practice and came across this fantastic surgery.
Rated 5 stars out of 5
by Anonymous - Posted on 27 September 2022
The best and most caring doctors I have had in years, moved to are so needed new doctors. I had to leave other local doctors in my new are due to appalling conditions,service, gps and was left anxious to change to here. Was shocking and felt worried if the same would happen. Not al all here, they are amazing .The reception are fantastic, friendly ,kind and helpful. All doctors I’ve encountered are brilliant. Appointments straight away for urgent matters. Wonderful staff and clean and professional surgery. They text and follow up all items that need to be looked at and referrals are done straight away. I registered this year and has restored my faith in the wonderful gps and practices after lockdown. Thank you again on here to all staff, doctors and nurses here.
Visited April 2022
Review titled St. Luke's Surgery
Replied on 11 November 2022
Dear Patient, Thank you for taking the time to leave such a positive review regarding our practice. I will share your feedback with the rest of the team at our next practice meeting. Yours sincerely Dawn Brewer Practice Manager