Owen Road Surgery

Absolutely brilliant! Receptionists are always nice and my mum had a stroke in there and they instantly recognised what it was and called an ambulance, helped her through it and were nothing short of amazing. Never fail to get an appointment as long as you ring early and don't expect it on the same day unless its an emergency.

Pretty poor experience with them this week. Really don’t understand how hard it is to fire off a prescription that I ordered 4 days ago and desperately need. Receptionist said “you can miss a dose”. Well I know what it’s like when I miss a dose and I don’t want to go through that again. However, normally they’re okay, they get in touch very quickly if you fill out the consult form online and I’ve been able to get appointments quite quickly in the past although I’m aware I’m probably lucky in that sense.

Over 100 calls attempted over a 2 week period and still impossible to get through or get an appointment.

Phone either just disconnects straight away or you are on hold for 45+ mins then when you eventually get through you get disconnected immediately!

Went in to the surgery and told can't enter the building as no apt, tried explaining the situation through the tannoy on the door but told to phone or go on line. I followed someone in so could speak to reception. Told as I didn't have face mask I had to go away (very abrupt receptionist). I showed her my exemption badge and lanyard that should have been obvious since it was being worn around my neck and was told I would still have to wait outside until they allowed me in.

Same receptionist then snapped at me (very unprofessional and rude) saying I told you to wait outside. I explained I was waiting for her to let me out as the door is on a lock that has to be released by her to let me out (surely she knew the issue when she could see me attempting to open it to no avail)!

After waiting outside for 15 mins was then allowed in by reception. Went to reception desk advised need urgent appointment, told its gone 5pm now (website states open to 6:30pm). Told gone 5pm can't make appointment need to call.

Over 1 month later still having health issues and going lightheaded and falling over, still unable to get an appointment!

Also asked receptionist for complaints procedure which was not given.

Over the last 5 years the service at Lancaster Medical Practice has gone downhill extremely fast. So long to wait on the telephone all hours of the day, even before Covid. Reception staff & drs talking down to patients which I have experienced on several occasions. It would just be nice to be treated like a human being or is that too much to ask. Lancaster Medical Practice love compliments but complaints are swept under the table. Can only tell the truth.

Lately it has become very difficult to get through to the practices. One central phone number, often not getting on to the system. I've had to hold for 48 mins and 1 hour 3 mins to speak to someone.
Seems as though the practices are firefighting patients at the moment. Not good when you need a GP

Sorry to say this practice is not as good as it was. Trying to get through is a nightmare. Receptionists can just send you in circles transferring you to other departments.
On the other hand if and when you do speak to a doctor, some will be more amenable and willing to listen than others. Shame there is no continuity with doctors and treatments.

The system since joining the so call Lancaster Medical Practice is abysmal. have tried now for four mornings to get to see a doctor urgently having been told by the pharmacist I need to see a doctor and the phones from 08.00hours are not taking calls Tried Dalton Square Practice and held on for twenty five minutes on a loop line, still been informed that there are more than ten waiting. Either the soft ware needs correcting or the practice needs a shake up. Try at night after six is the only time you will get through to a person and then informed you must ring at 08.00 the next day. The posting review will only accept one star, and that's too many

Unbelievably poor since joining Lancaster Medical Practice. I received a text three days ago asking me to fill in a questionnaire about my asthma, I did so submitted it and received another text telling me I would get a response in a few days. I got one a link telling me how to use a spacer and another bit telling me that was my asthma review. Seriously? Via a text they can review my asthma what about my peak flow? At the beginning of this pandemic I understood that GPs needed protection as in my mind if all the doctors on the frontline became poorly surely they would cover, but this is beyond the joke. I feel Owen Road surgery are letting their patients down in a huge way, everyone else is having to deal with “ normal” interactions again so why not them. I’m very disappointed in the surgery which has been my surgery all my life.