Carpenters Practice - St Luke's

I went to St Luke's today for a procedure and I have to say that I was beyond impressed with the nurse Jessica. She put me at ease right away, looked after me and I left feeling very positive about my experience. I would go back to her again without hesitation

There is no option to give 0 star or negative 5 hence choosing 1 star. This is the worst practice I have ever experienced. It use to be one of the best before Carpenters took over. You cannot book appointments in advance as you have to call on same day. You call them at 8 AM and you are caller number 20! By the time they get to you, all the slots are full. I explained that the appointment is for a baby and if someone can just call me for 5 mins but the plea goes to deaf ears. You have to call back next day, I am doing this for 3 days and still not able to book anything. Reception staff is rude and doesn’t let you finish. One of the staff forgot to make an appointment and confirmed to me that the appointment is confirmed. I am looking for other options to find a better practice. This one is waste on your national insurance.

I have never experienced such poor reception service. I’d have given 0. Want to specifically mention the delusional receptionist UMA who works for practice but doesn’t have any idea about NHS timelines. I visited with my wife on 4th July for the maternity exemption certificate. No one was on reception for atleast 20 mins waiting. When she arrived, i asked for the info about my wife pregnancy and the next steps. She told me to go to hospital directly to get ourself registered. ( As per NHS website- GP can refer us or I need to email for first appointment. we can’nt do walkin ) Then I asked for the exemption certificate, she gave us the form. When we filled it and was submitting it, the other colleague noticed that its a wrong form. Apart from these she has no clue about NHS timelines. First they told me that I need to collect the signed form and then post it. When we called after 2 weeks i have been told that they have already sent it and we should get it in 2 weeks. After waiting for another 4 weeks when we called, she again told me that we need to collect it. When I told what the last colleague told, she changed her statement and told us to wait for 4werks as per NHS timelines however NHS clearly says 10 working days. I know they have lost the form as they were asking that we can fill the form again for peace of mind. Ill wait for 2 more weeks to make an official complaint. Thank god we have changed the surgery now. The new surgery is far more professional than them

Once you have an appointment, the attention is very good, they always treated us well. But it is so difficult, almost impossible to get an appointment. I think you have to improve a lot there.

The amount of times I have been failed from this practice. Chasing for nearly a month for a referral, told someone will get back to you on multiple occasions, to then be told I need to book an appointment. Theres never appointments available??

If I could rate it below 1 star I would. The worst GP I ever have in UK. No one pick up phone calls after 9am in the morning! No mother what time you call no one picks the phone call! I tried at 10am, afternoon and evening. They advise you to use the app but the app is only working from 7am-8am! And getting worse is your application never go through! Haha what a joke.

This review is only for Abbie Solly, receptionist. This review does not reflect poor / rude and cold service of other receptionists and surgery itself. I rang to check a status of a referral letter that I handed over to church Road practice last week. It was not uploaded to my record. This is a really poor service, so spoke to Abbie. She listened to me and advised me to email her the letter again so she can follow up. I also liked to book an appointment to discuss my medication and a problem. I requested face to face appointment because of work it is difficult to wait from 8am to 12:30noon for a telephone call / appointment. Abbie understood the situation and gave me face to face appointment not like other receptionists not to listen and just say use DR IQ, which really does not work or saying call 8am when lines are so busy. Why they cannot be like a Abbie?

Thank you very much Abbie. You are breath of fresh air. Keep it up

I moved recently over to the Carpenters Practice from a different one. Due to the move, I could not get my Covid pass as it needed the linkage key. Usually the linkage key is provided within 48 hours but when Miss Abbie Solly heard that I was in urgent need of it she ensured to help me within a few minutes. That's a great way to start with the practice and showed great care to a new patient. Thank you again!