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 Wrong test results
Rated 3 stars out of 5
by Edward Wood - Posted on 15 September 2024
Just to let you know. I am having a retest blood sugar Hab1c the hospital have contacted me saying my result from July might be incorrect.
Visited September 2024
Review titled Larkside Practice
Replied on 16 December 2024
Dear Mr Wood. We are sorry to learn that your Blood Test results were one of a group of results that required to be reviewed. This was being undertaken by a local service. The practice will also look at the results and will contact you accordingly. Once again please accept our apologies for the issues this has caused. We would confirm that the problems arose from the testing procedures at the laboratory and not at the practice level. Should you wish to discuss further please do not hesitate to contact the practice. S Doherty Practice Manager
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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