St Lukes Primary Care Centre
Timken Way South, Duston, Northampton, Northamptonshire, NN5 6FRContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Amazing service and exceptional care
Rated 5 stars out of 5
by Samantha Harris - Posted on 29 September 2022
The care I received was exceptional, the doctor really listened and understood my concerns. I always feel my surgery takes good care of me and so happy with the care I received today
Visited September 2022
Review titled St Lukes Primary Care Centre
Replied on 23 October 2022
Dear Ms Harris Thank you so much for taking the time to leave such positive feedback regarding the care and treatment your received from the practice and in particular one of our doctors. I will pass your comments on to the whole practice team. Thank you once again Sharon Hennell, Practice Manager
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Review titled Efficient and friendly
Rated 5 stars out of 5
by Chelsea - Posted on 15 September 2022
I called at 8am for an appointment and had a call back and a prescription by 9am - nurse practitioner was very friendly and empathetic. Always a good experience so far with St Luke’s - thank you!
Visited September 2022
Review titled St Lukes Primary Care Centre
Replied on 30 September 2022
Dear Chelsea - thank you for leaving such positive feedback following your recent appointment with our Nurse Practitioner. As a practice we always strive to provide the best possible care and treatment for our patients and we are grateful to you for taking the time to detail your positive experience when visiting the practice. I will pass on your comments to the rest of the Team which will be a real morale boost for them. Thank you once again. Kind regards Sharon Hennell, Practice Manager
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Review titled Poor appointment system
Rated 1 star out of 5
by Anonymous - Posted on 30 August 2022
I called today to make an appointment for a medication review as requested via text. I called at 8 but since my appoint is not an emergency requiring an appoint immediately I called back at 10 to make an appointment. I was advised I cannot make an appointment in advance but would have to call either at 8am or 2 pm when slots become available. Then if any slots left I would be given a phone call with a gp. This method is fine for people who are not working or are in roles where they can have their phone on. But what about people who working customer facing roles who have no access to a phone? It is utterly ridiculous that the only time you can see a gp is by calling on the day for a limited number of slots to for a routine appointment competing with people who are really poorly and need to see a gp that day. If your are working and unable to call at stated times you have no chance in seeing a gp at all. I was told to call back on day off. Not a good idea if you had an infection and next day off is in seven days time. In this case would I need to take time off work risking not getting paid? In the current financial crisis it doesn’t seem to be a very good option. This system is clearly not working and simply results in the poor reception staff having to deal with peoples understandable frustration.
Visited August 2022
Review titled St Lukes Primary Care Centre
Replied on 02 September 2022
Thank you for bringing this to our attention as patient feedback is very important to us and apologise that you felt let down by the practice when attempting to book an appointment. Earlier in the year, after reviewing our appointment accessibility we upgraded our phone system so that it 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. However this will not change the number of available appointments. Unfortunately, we are a finite resource and cannot offer appointments that we do not have. 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. When a patient calls up & choses the option to speak to a GP or get urgent medical advice, they enter a call queue and are given a message which explains that the queue will close once all of the slots in that appointment release are full. Once the call queue closes, you are then directed to a message that explains this, gives alternative options that can be used and advises when our next appointment release is. The option to speak to a receptionist is always available. The telephone options are:- 1. Flu vaccination line 2. Urgent issues 3. Other type of routine appointments/General Enquiries 4. Prescriptions 5. Secretaries 6. Admin To assist patients we also offer alternative options for non-urgent matters:- • An online portal called e-Consult in order to get advice both clinical and administrative. You fill out a simple online form to get advice and treatment for a range of common problems and general symptoms and receive a response by the end of the next working day from a member of the Clinical team. However, it is not to be used for emergency issues however. E-Consult can be accessed on the Home page of St Luke's website - www.stlukesprimarycarecentre.co.uk • 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, How to find general health information and advice, Where to get an emergency supply of your prescribed medicine, How to get a repeat prescription As a Practice we are constantly reviewing our accessibility processes and options available to patients and we have been working with our Patient Participation Group and other local practices to assist us with this review. Once again thank your for your feedback and apologies for the difficulties you have experienced which will be discussed with the rest of the practice team. Kind regards Sharon Hennell, Practice Manager
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Review titled Miss h white
Rated 1 star out of 5
by Miss h white - Posted on 11 August 2022
Well I recently changed from leciester terrace to St lukes because I basically live 5 min down the road. Trying to get an app for my 6 Yr old son is impossible I called from 9.30 am in the morning through the day with the specific times given to try again.and still nothing I actually sent my older son up there just to walk through the surgery just to see how buisy it was 1 person was sat in the waiting room.. and they say they have no app. It probably would of been a 10min consultation. For my son to get the medicine that he needed to take his pain away.. Big mistake changing doctors should of just stuck to leciester terrace.
Visited August 2022
Review titled St Lukes Primary Care Centre
Replied on 14 August 2022
Dear Miss White Thank you for bringing this to our attention as patient feedback is very important to us and apologise that you felt let down by the practice when attempting to secure an appointment for your son. Earlier in the year, after reviewing our appointment accessibility we upgraded our phone system so that it 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. However this will not change the number of available appointments. Unfortunately, we are a finite resource and cannot offer appointments that we do not have. 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. When a patient calls up & choses the option to speak to a GP or get urgent medical advice, they enter a call queue and are given a message which explains that the queue will close once all of the slots in that appointment release are full. Once the call queue closes, you are then directed to a message that explains this, gives alternative options that can be used and advises when our next appointment release is. The option to speak to a receptionist is always available. The telephone options are:- 1. Flu vaccination line 2. Urgent issues 3. Other type of appointment/General Enquiries 4. Prescriptions 5. Secretaries 6. Admin To assist patients we also offer alternative options for non-urgent matters:- • An online portal called e-Consult in order to get advice both clinical and administrative. You fill out a simple online form to get advice and treatment for a range of common problems and general symptoms and receive a response by the end of the next working day from a member of the Clinical team. However, it is not to be used for emergency issues however. E-Consult can be accessed on the Home page of St Luke's website - www.stlukesprimarycarecentre.co.uk • 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, How to find general health information and advice, Where to get an emergency supply of your prescribed medicine, How to get a repeat prescription As a Practice we are constantly reviewing our accessibility processes and options available to patients and we have been working with our Patient Participation Group and other local practices to assist us with this review. Once again thank your for your feedback and apologies for the difficulties you have experienced which will be discussed with the rest of the practice team. Kind regards Sharon Hennell, Practice Manager