Larkside Practice
322 Crawley Green Road, Luton, Bedfordshire, LU2 9SBContact details and opening times
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Reviews
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Review titled professional receptionist
Rated 5 stars out of 5
by Pauline Richards - Posted on 06 June 2024
I called this morning asking if the Doctor could authorise a replace for one of my medications that my pharmacist was having trouble sourcing, within the hour I had the replacement delivered to my door. I cant thank the receptionist enough for her quick response
Visited June 2024
Review titled Larkside Practice
Replied on 18 June 2024
Dear Mrs Richards. Thank you very much for your review. I will inform the team. S Doherty - Practice Business Manager
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Review titled Untrained staff that lie & then backed by Practice Management
by Anonymous - Posted on 20 May 2024
Recently found out I’m suffering from post natal depression & anxiety. I have found stressful situations really difficult & become either very emotional or distressed. Tried to make an appointment about another post natal related issue after a Doctor told me to wait another week & was cut off when answered, by the time I phoned back all appointments had gone. I was very emotional & admit I swore twice about the situation but never directed to the Receptionist. I complained about the situation & received a letter to say I had been abusive towards their staff member. I asked for the recording of the call & this was sent, the Practice Manager then agreed I wasn’t abusive but said I was inappropriate & said if this happened again I would need to find another surgery. The whole situation added to my anxiety & stress. Instead of being understanding as you would expect from a medical practice, they have made me feel afraid to return as they may lie again. I am now left to find another surgery for myself & baby at my most vulnerable time. It has left me distressed & disgusted that staff here are not trained on how to speak to distressed vulnerable patients & are allowed to lie about patients being abusive to then be backed by the Practice Manager. The numerous Health visitors I have now seen were all shocked that my post natal health was not considered or even acknowledged. Staff require basic training or employing the correct staff for the role as I’m sure most people would understand how vulnerable & stressful it is after having a baby. Yet this wasn’t recognised at the time or even acknowledged after by the Practice Manager.
Visited May 2024
Review titled Larkside Practice
Replied on 18 June 2024
This is a copy of the Response submitted on Monday 20th May 2024 which has not yet been published. Dear Patient Thank you for this feedback which you have noted to the practice by email and also placed on social media. At no time during this situation did you state any vulnerability nor post natal depression and our staff are trained not to make assumptions. We usually have a number of post partem patients at any time and we would not deem to assume that they were all having post natal health issues. The staff can only act on the information given by the patients. A face to face appointment, at the surgery, was given to you within three hours of the initial call following discussion with a GP by the said staff member. Staff at the practice are trained, but are not employed so that patients can use swear words when having a conversation. We have to support our staff, otherwise we would find ourselves without any employees. It has also been acknowledged by you, in writing, that the staff member you spoke to was not rude. We certainly would not condone rudeness by the staff and such behaviour certainly would not be backed by me the Practice Manager. Moving forward our appointments system is going to Total Triage whereby all patients will need to submit their appointment request via a triage system. This will ensure that all patients are assessed on clinical need. We have had repeated exchanges regarding the situation via email and letter and call recordings have been forwarded to you. We have apologised that you have found the situation to have caused you anxiety. We have a responsibility to our staff who are under considerable pressure and find themselves on the receiving end of abuse. This is generally due to not always being able to offer an appointment when the patient requests one. We do sign post patients to other services in this situation, as per current NHS directive. We are unsure what further action we can take in connection with this issue. You were seen within three hours of the initial call. You do acknowledge that you swore and that the staff member was not rude. As previously stated, staff are not in a position to make assumptions regarding patient’s health issues, we rely on the patient to impart relevant information that will enable the staff to direct the patient to the correct clinician/service. 18th June 2024
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Review titled In really bad pain for 7 weeks and can't be seen
Rated 1 star out of 5
by Anna Knights - Posted on 20 February 2024
I have been trying for an appointment for 7 weeks all I get is "I'm in a queue" or no no no if I turn up in person..my last repeat prescription had hand writing on the back of it saying "Dr would like to see you for a review of medication " I said I'd like to see him too- still got nowhere!! I tried asking for a nurse instead *week 1 -week 6 of trying even no appts for them available * Iast week I watched a lady walk into the surgery about 17.45 crying her eyeballs out and in a state all the staff knew her ,they called her by her 1st night *and I later heard them mention her surname which I can't mention on here so It says* she was told to have a seat and they would get her a Dr straightaway and whilst she was clearing upset we all have problems *I witnesses that last week..yday 19.02.2024 I left work in tears in severe pain and distress snd begged my surgery to let me see some1 straight away it was a no,I was also on hold to 111 out of desperation I asked to speak to surgery manager*who came down and said no appts to me again I stated about the girl walking straight in last week and the manager said that person is known and her husband is dying *yes it's a shame but that disclosing patient information to me and also how do they not know if I could be dying when they don't even ask you what's wrong *I just wasn't crying and no ik not dying,the receptionist are not sympathetic or caring and whilst I wasn't abusive their reactions and ways of dealing with people in pain shocks me to the core..7 weeks of trying to see some1 is a total joke ...I suffer badly with ptsd,anxiety and their ways just make people worse..its shocking there isn't a process in place for people in some form of points system for people in pain...I went to hospital where there was a 6 hour wait ,ive been in pain for 2 days now snd still am I am absolutely gutted and shocked at this treatment and as a patient that's been with this Dr's for 20 years I knew things were getting bad but 7 weeks of trying to see some1 is surely a joke..I still need to see my Dr but they won't even take a message to pass onto him
Visited February 2024
Review titled Larkside Practice
Replied on 20 February 2024
Dear Mrs Knights Thank you for your review. You attended surgery last night and asked to see a Dr straight away saying it would only take 30 seconds. You were informed that this is not possible and that once at capacity we cannot add patients as it becomes an unsafe system. You also stated that 111 had told you just to come in. 111 are not permitted to do this and we will be referring this to a higher level. We had no report from 111 regarding your consultation with them. A report from 111 would have indicated whether they had sent you to another service or in what time frame you would need to be seen. In connection with the patient last week we did not say that he was dying just that the patient was very distressed to her partner being involved in an accident and no patient names were ever mentioned. The lady in question was not taken to see a Doctor but was taken into a consultation room for privacy away from the main reception area by me the Practice Manager. The staff do not take messages for the Doctors as per their guidelines. You did not state last night that you had been trying to get an appointment for seven weeks nor that you were in severe pain. The reception staff work under the guidelines of the GPs and are caring and sympathetic to all our patients and are under extreme pressure. Unfortunately, we cannot meet demand despite having more clinicians than ever before, this is the situation across the NHS as a whole. We are sorry that you feel that we are not providing the service level you require and would note that in this situation patients are at liberty to register at any local practice of their choice. With regard to your medication our in-house pharmacist will contact you. With regard to your pain situation if this is due to a Musculoskeletal problem you can be booked to see our in-house physiotherapist. We note that in December 2023 you were given information about our Online Consultation service "We are now using accuRx Patient Triage which is an Online Consultation service. This means you can submit medical and admin queries online without having to wait on the phone. To access this you can visit our website and choose the 'Online Consultation' button. There is a very quick and simple registration process when using this service for the first time' Our Triage open times are Mon-Fri 7 a.m. - 12 p.m. We have to operate a system for all our 10,000 patients and cannot just add extra patients to the already full clinics even if they tell us it is just for 30 seconds as we would have never ending queues of patients. Practice Business Manager
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Review titled Can not get appointment
Rated 4 stars out of 5
by LESLIE IMPEY - Posted on 02 February 2024
I have copd and need to see a doctor but can not get one phone every day by the time you get through all appointments have gone same every day and can not get one if I go to practise
Visited January 2024
Review titled Larkside Practice
Replied on 20 February 2024
Dear Mr Impey Thank you for your review. We are sorry that you were unhappy with the service you received. We note that an appointment was made for you at the first possible opportunity for a pre-bookable face to face slot. Please let me know if you experience any further issues. S K Doherty Practice Business Manager
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Review titled Awful
Rated 1 star out of 5
by Anonymous - Posted on 25 January 2024
Recently I call 111 in the morning regarding my son ears swelling and red. After they did the assessment they told me a doctor will contact and she contacted in the evening which again questioned my son’s conditions which is fair. After the assessment she told she will send the report now and I need to contact in morning for urgent appointment since the GP is closed. I call them in the morning and waited 30 minute (nothing new). After 30 minutes I told the receptionist about 111 and the report they send and ask for apppoitment the reception simply say sorry it’s fully booked And I should’ve called earlier to book appointment. Even I said you got report from 111 you could have give me an appointment. She simply said that I should call at 8:30 and twaiting for 30 minutes is not long and then she say if it’s urgent go to town centre walking centre how she can say that first of all you don’t pick up the phone for 30 minutes and after 30 minutes you saying the appointment fully booked and even you got a report from 111, how can you say that you don’t have appointment, if I simply call you and ask for appointment without 111 requested I can understand, but this is ridiculous You don’t take care very seriously, so what’s the point for us to call 111 and what’s the point for them to ask me to booking the in the Gp they can simply book for me in the walkin center you wasting their time as well now most of patients has to wait for 3 /4 hours in walk in center because you not bother to pick up the phone
Visited January 2023
Review titled Larkside Practice
Replied on 20 February 2024
Dear Patient Thank you for your review. We are sorry that you experienced problems. Our telephone lines are open 8.30 a.m. to 12.30 and then 1.30 p.m. to 6.00 p.m. during these times we have three receptionists answering calls. 111 have the facility to book three appointments with us each day which are dedicated appointments which only they can access. 111 triage patients and then send reports unless they need to book them directly into the dedicated appointment slots. Once the surgery get the report we review the information we have been given and see if they sent the patient to another service such as the walk in centre, A&E or whether they want us to see a patient and under what time frame. Pleased be assured that we do take care very seriously. Unfortunately, once all the appointments have been booked we are unable to add patients to the already full clinics. We have appointments that can be pre-booked and also appointments available on the day for more urgent cases. I am sorry that you were not given an appointment and I could have looked into this case in more detail if I had more information about the patient. Should you wish to discuss this further please do not hesitate to contact me. Once again we are sorry for the service you received. S Doherty Practice Business Manager
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Review titled No appointments ever
Rated 1 star out of 5
by Anonymous - Posted on 17 December 2022
I haven’t managed to get a single appointment since 2 months of trying. Their process is to call for appointment everyday at 08:30 am. When I do understandably it’s busy and can’t get through. With in 30 minutes all appointments are filled and there is an automated response saying no appointments try another day. This happens every day. It’s similar to calling Mtv in the 90’s requesting for your favourite song to be played on the television, your call never gets through and you never hear your song being played. They have an “app” through which you can book appointment, that doesn’t show a single appointment for months on end.
Visited December 2022
Review titled Larkside Practice
Replied on 17 May 2023
Many apologies for the issues you have been experiencing. Also, apologies for not responding earlier but I have been away from the practice due to a Cancer diagnosis. However, I am now back part time and would be happy to discuss the issue further should you so wish. We follow the BMA guidance for setting up our appointment system and regret that even after engaging more clinical staff we are unable to meet daily demand. We do offer both pre-bookable and on the day appointments. We are reviewing our telephone system and appointment system set up. We will also be introducing another on line route to the GP in the near future. Please be assured we are working on all aspects of access. We are in a Primary Care Network and offer extended access via this route. We work with Blenheim Surgery, Ashcroft Surgery and Stopsley Village Practice. Extended access offers appointments later in the evening and on Saturdays. Any patient using the extended access service may be seen/spoken to by any clinician working at one of the participating practices. Would you ever consider becoming a member of our Patient Participation Group who meet to discuss practice issues such as the one you have raised. Please do not hesitate to contact me should you wish to discuss further. S Doherty - Practice Business Manager
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Review titled Reception Service
Rated 5 stars out of 5
by Anonymous - Posted on 03 November 2022
The Receptionist I spoke to regarding an enquiry was very helpful and Understanding. She dealt with the issue very proffesionally.
Visited November 2022
Review titled Larkside Practice
Replied on 07 November 2022
Thank you very much for your comment this will be a boost for staff morale. At the present time things are very difficult in the NHS and positive feedback is received with great thanks.
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Review titled Rude Receptionist!
Rated 1 star out of 5
by Anonymous - Posted on 12 August 2022
Honestly I don't know how she got the job, let alone one in customer service but my goodness the receptionist is rude. Not helpful at all with dealing with my query following wrong directions and she was sarcastic on top of that. I will not be using this practise again.
Visited August 2022
Review titled Larkside Practice
Replied on 15 August 2022
Dear Patient I am sorry that you found a staff member rude. In this situation we would request that you speak to a member of the Management Team in order that we can identify the staff member and investigate the situation and deal with it accordingly. You are at liberty to register at any practice of your choice although we would have liked the opportunity to discuss this issue. It is regrettable that we are still not able to provide the same service as we were pre-pandemic but we review all our services regularly with a view to increasing access. We did withdraw the booking of appointments at the reception desk due to the high level of patient abuse towards staff. We understand that patients are frustrated at the present time but despite increasing our workforce we are still unable to meet the unprecedented high levels of demand. Should you wish to discuss this matter further please do not hesitate to contact the Management Team at the practice. Should you wish to speak to me personally, the Practice Manager, please call next week as I am currently on annual leave.