St Lukes Primary Care Centre
Timken Way South, Duston, Northampton, Northamptonshire, NN5 6FRContact details and opening times
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Reviews
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Review titled Good Doctors but you can't get an appointment
Rated 3 stars out of 5
by Anonymous - Posted on 07 November 2023
I tried for 3 days to call the doctors for an appointment I called 18 times one of those days but you can't get to speak to anyone. You don't even get in a queue now they just say try again and Cut you off. I had to call 111 in the end and they arranged for a doctor to call me. Its also no good going in because they don't help. When / if you do get an appointment the doctors are lovely.
Visited October 2023
St Lukes Primary Care Centre has not yet replied.
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Review titled Perfect GP Review
Rated 5 stars out of 5
by Bill Haylock - Posted on 26 September 2023
Following a 6 week review after a total knee replcacement operation on my right knee, I had a discussion with one of the St Lukes's Surgery GPs. I made this appointment as I needed urgent advice regarding new medication and the process for referral for another operation on my right knee. The GP I spoke to was incredibly supportive and professional. The GP obviously had read my current notes regarding my situation as the GP was aware of current care and was very informative regarding next steps. My entire experience was outstanding. Thank you.
Visited September 2023
Review titled St Lukes Primary Care Centre
Replied on 01 November 2023
Dear Mr Haylock Thank you for leaving such a positive review in relation to your recent contact with the surgery. We are delighted that you found our staff supportive and professional and I will ensure that your comments are passed on to the practice team. Patient feedback is important to us so that we can review our systems and processes and identify any staff training that may need to be addressed. Thanks again Kindest regards Sharon Hennell, Practice Manager, St Luke's Primary Care Centre
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Review titled care is great ,appointment system is terrible.
Rated 3 stars out of 5
by Anonymous - Posted on 18 September 2023
rang at 8 am, lines full. rang at 8-30am, no. 37 in queue but cut off when at no. 17, Told to ring at 2.00pm but all appointments gone when I rang then. How does this happen ? The medical care has always been good but how does one get an appointment.
Visited September 2023
Review titled St Lukes Primary Care Centre
Replied on 01 November 2023
Dear Patient We are sorry to hear of the issues you have experienced when trying to book an appointment at the Surgery. We are constantly reviewing and investing in our appointment and telephone system based on patient feedback, this has highlighted difficulties whereby patients are choosing to queue in the phone system as they are not aware that all of the appointments for that period are full. Our phone system now allows us to advise patients once our appointments are full to prevent people queuing redundantly. We now also have an option in the phone system 'Option 9' will allows the system to retain your position in the queue and a member of our Care Navigation Team will call you back when your position as reached the front of the queue. This means that you do not need to hang on the line - the system will call you back. This was only implemented in the last month and already we are receiving positive feedback. Sadly this will not change the number of available appointments, we are a finite resource and cannot offer appointments that we do not have. The NHS is under immense pressure as patient numbers grow whilst the number of clinical staff reduces. Once all of the appointments are full, you will still need to wait for the next release. However, these changes to the phone system means that you will be advised immediately rather than waiting on hold. The Surgery are conscious however that there are patients who are not able to hold on the telephone or are restricted in the times they can call due to their working hours or simply prefer to contact the Surgery and seek medical advice and information in different ways. Therefore to assist patients we also offer alternative options for non-urgent matters:- • Patients can also access video consultations with a GP via the LIVI app. See our website to download. • NHS 111 On-line which can be accessed via www.111.nhs.uk and offers the following:- Where to get help for your symptoms, if you're not sure what to do, How to find general health information and advice, Where to get an emergency supply of your prescribed medicine, How to get a repeat prescription. • We have also partnered up, along with other practices within Northampton, to a scheme which offers appointments in the evenings and weekends (including BH) at Highfield, Cliftonville Road, Northampton. This services is manned by GP’s, Advanced Nurse Practitioners, Practice Nurses and Healthcare Assistants. You can also access Accurix which is an on-line consultation platform. Details are on our website. Thank you for bringing this to our attention as patient feedback is very important to us and we welcome the opportunity to assess the situation so that we can see if we can improve our service and processes and review staff training. Sharon Hennell, Practice Manager, St Luke's Primary Care Centre
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Review titled Excellent Clinician Treatment
Rated 5 stars out of 5
by Bill Haylock - Posted on 12 September 2023
Following a full knee replacement operation, I experienced excessive bleeding from a small wound which required immediate treatment. Called St Luke's Surgery and was able to see a clinician quickly. The treatment and care received was outstanding, professional and empathetic. Thank you
Visited August 2023
Review titled St Lukes Primary Care Centre
Replied on 25 September 2023
Dear Mr Haylock Thank you for taking the time to leave such a positive review in relation to your recent experience at the practice. As a practice we are constantly reviewing our processes to enhance our patient experience and delighted that our appointment system worked for you and you found the treatment you received a positive one. Thanks again, your feedback is very much appreciated and I will pass it on to the practice team - Sharon Hennell Practice Manager
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Review titled Highly under rated surgery.
Rated 5 stars out of 5
by Anonymous - Posted on 24 August 2023
Due to health I am here regularly and always find everyone accomodating and helpful. The area keeps growing and the GPs are expected to just cope. I think this is a fantastic surgery and wish people would look past the nationwide frustration with getting an appointment and look at the actual care given.
Visited August 2023
Review titled St Lukes Primary Care Centre
Replied on 25 September 2023
Dear Patient Thank you for taking the time to leave feedback regarding the care and treatment you receive from the surgery. As a practice we are always looking at ways in which we can improve and develop the services we provide to our patient population even in todays challenging environment. I will certainly pass on your comments to the practice teams, which will be a real morale boost. Thank you once again. Sharon Hennell, Practice Manager, St Luke's Primary Care Centre
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Review titled Great doctors, very poor receptionists!!
Rated 1 star out of 5
by Anonymous - Posted on 06 June 2023
Last week I was feeling extremely sick and was asked to provide a stool sample to Dr. Did one at home and was too sick to go back so my mum dropped it off in the afternoon. The receptionist asked if my name was on it and accepted it. Today I call to ask if the results are back and I'm told they never received the sample. They told me that anything given after 1pm is taken and disposed of. They never said anything about that to my mum when she dropped it off and they accepted it willingly! They've said I should just do another one for them. I told them I would but that whatever I had is probably out of my system now and it was extremely important to know what it was because I'm in early stages of pregnancy and we needed to know if it was something I could pass onto the baby. Absolutely fuming with the receptionists there!!!
Visited June 2023
Review titled St Lukes Primary Care Centre
Replied on 30 May 2024
Dear Patient Thank you for providing this feedback I am sorry you did not have a positive experience. I have passed your feedback to the Senior Care Navigator who will discuss with the reception team the importance of ensuring that the correct information is given to patients using the practice. If you would like to discuss this matter in more detail please contact me using nccg.contact.stlukesduston@nhs.net Charlotte Wilson - Practice Business Manager
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Review titled Been let down big time
Rated 1 star out of 5
by Anonymous - Posted on 19 June 2023
My Elderly mother was miss diagnosed by nurse was told she had been given antibiotics but in fact they was to stop itching Then months later was given antibiotics which she should not have been given with medication she already on She been poorly all weekend Gets call from surgery to say stop tablets they wrong ones She should not have been given in first place So if you are a patient check your medication
Visited June 2023
St Lukes Primary Care Centre has not yet replied.
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Review titled terrible
Rated 1 star out of 5
by Anonymous - Posted on 19 June 2023
cannot get an appointment... can't even speak to a human being! All appointments get taken while you hold (number 34!) and then you're automatically cut off. It's a disgrace!
Visited June 2023
Review titled St Lukes Primary Care Centre
Replied on 30 May 2024
Dear Patient Thank you for taking the time to feedback to us, all feedback is valuable in helping the practice to improve. We appreciate the challenges in getting through to the practice, our call volumes are in excess on 2,000 calls per day, this can make getting through to us difficult. We have recently installed a new telephone system to allow us to better manage the volume of calls coming through. In addition to calling the practice for support we do have online consultations and the use of Livi which can be accessed through our website; https://www.stlukesprimarycarecentre.co.uk/ If you would like to discuss this matter in further detail or I can help with anything else please do not hesitate to contact me via nccg.contact.stlukesduston@nhs.net Charlotte Wilson - Practice Business Manager
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Review titled poor management
Rated 1 star out of 5
by Anonymous - Posted on 27 June 2023
i have tried several times to contact the surgery by phone to book appointment for my wife most times i have been cut off but the times that i did get through i was waiting on the phone for 70 to 90 mins. and then it can take up to 2 hours for a return call. then they are only interested about the patients date of birth it appears that after a certain age they seem to appear to lose interest in treating the person and only see them with reluctance. the fasted way to get to see a member of staff is either call 111 or the 999 service St. Likes does not like this as they have to react to these services.
Visited June 2023
Review titled St Lukes Primary Care Centre
Replied on 01 November 2023
Dear Patient Apologies for the delay in responding but we have experienced some technical issues when attempting to reply to your concerns. We are sorry to hear of the issues you have experienced when trying to book an appointment at the Surgery. We are constantly reviewing and investing in our appointment and telephone system based on patient feedback, this has highlighted difficulties whereby patients are choosing to queue in the phone system as they are not aware that all of the appointments for that period are full. Our phone system now allows us to advise patients once our appointments are full to prevent people queuing redundantly. We now also have an option in the phone system 'Option 9' will allows the system to retain your position in the queue and a member of our Care Navigation Team will call you back when your position as reached the front of the queue. This means that you do not need to hang on the line - the system will call you back. This was only implemented in the last month and already we are receiving positive feedback. Sadly this will not change the number of available appointments, we are a finite resource and cannot offer appointments that we do not have. The NHS is under immense pressure as patient numbers grow whilst the number of clinical staff reduces. Once all of the appointments are full, you will still need to wait for the next release. However, these changes to the phone system means that you will be advised immediately rather than waiting on hold. The Surgery are conscious however that there are patients who are not able to hold on the telephone or are restricted in the times they can call due to their working hours or simply prefer to contact the Surgery and seek medical advice and information in different ways. Therefore to assist patients we also offer alternative options for non-urgent matters:- • Patients can also access video consultations with a GP via the LIVI app. See our website to download. • NHS 111 On-line which can be accessed via www.111.nhs.uk and offers the following:- Where to get help for your symptoms, if you're not sure what to do, How to find general health information and advice, Where to get an emergency supply of your prescribed medicine, How to get a repeat prescription. • We have also partnered up, along with other practices within Northampton, to a scheme which offers appointments in the evenings and weekends (including BH) at Highfield, Cliftonville Road, Northampton. This services is manned by GP’s, Advanced Nurse Practitioners, Practice Nurses and Healthcare Assistants. You can also access Accurix which is an on-line consultation platform. Details are on our website. Thank you for bringing this to our attention as patient feedback is very important to us and we welcome the opportunity to assess the situation so that we can see if we can improve our service and processes and review staff training. Sharon Hennell, Practice Manager, St Luke's Primary Care Centre
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Review titled Impossible to get through to anyone
Rated 1 star out of 5
by Anonymous - Posted on 07 May 2023
We have been patients at StLukes for 18 years and luckily don’t need to attend very often. I’ve always found the team good when you can see them. The problem now is that it is impossible to get through to the practice if you need an appointment. We phone at 8 am and get the message that the queue is at capacity then get cut off, if you are lucky to get in the queue you then get cut off after waiting with a message saying appointments are gone. Other GP practices still answer their phones and just closing off all contact if appointments leaves patients with no way to communicate their issues. I really worry for frail or elderly people who must feel totally abandoned. a&E and 111 calls for the surgery must be sky high as you have no other option. I’ve been trying for weeks to get an appointment for my daughter but no luck. I did get a LIVi appointment through the app which was helpful but they said she needed face to face with a Gp within 2 weeks, they communicated this with the practice but 3 weeks later we still can’t not get in. I wish something could be done to improve things for local people who have no other options. Duston needs another Gp Surgery as St Luke’s obviously cannot cope.
Visited May 2023
Review titled St Lukes Primary Care Centre
Replied on 17 May 2023
We are sorry to hear of the issues you experienced when trying to book an appointment at the Surgery. We are constantly reviewing and investing in our appointment and telephone system based on patient feedback, this has highlighted difficulties whereby patients are choosing to queue in the phone system as they are not aware that all of the appointments for that period are full. This has been challenging, however, our phone system now allows us to advise patients once our appointments are full to prevent people queuing redundantly. This means that there will be less people waiting for their calls to be answered, and we anticipate that those who are trying to contact the surgery for another reason will be answered more quickly. Sadly this will not change the number of available appointments, we are a finite resource and cannot offer appointments that we do not have. The NHS is under immense pressure as patient numbers grow whilst the number of clinical staff reduces. Once all of the appointments are full, you will still need to wait for the next release. However, this change to the phone system means that you will be advised immediately rather than waiting on hold. The Surgery are conscious however that there are patients who are not able to hold on the telephone or are restricted in the times they can call due to their working hours or simply prefer to contact the Surgery and seek medical advice and information in different ways. Therefore to assist patients we also offer alternative options for non-urgent matters:- • Patients can also access video consultations with a GP via the LIVI app. See our website to download. • NHS 111 On-line which can be accessed via www.111.nhs.uk and offers the following:- Where to get help for your symptoms, if you're not sure what to do, How to find general health information and advice, Where to get an emergency supply of your prescribed medicine, How to get a repeat prescription. • We have also partnered up, along with other practices within Northampton, to a scheme which offers appointments in the evenings and weekends (including BH) at Highfield, Cliftonville Road, Northampton. This services is manned by GP’s, Advanced Nurse Practitioners, Practice Nurses and Healthcare Assistants. You will be aware of the significant housing development in and around Duston, this is putting an additional strain on our appointment availability and the surgery, unfortunately this is out of our control and we cannot simply close our list to new patients although there are alternative surgeries in the area patients can register with. We have also highlighted this to our local Member of Parliament. Thank you for bringing this to our attention as patient feedback is very important to us and we welcome the opportunity look at ways we can improve our systems and processes. Sharon Hennell, Practice Manager, St Luke's Primary Care Centre