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 Absolutely unacceptable!
Rated 1 star out of 5
by Absolutely unacceptable! - Posted on 23 January 2025
I can't get an appointment by any means! Went to the reception, they told me to call. I called them, they are never available! When I finally got through a human being, they told me to call again at a different time. This is unacceptable! People need doctors!!!!!
Visited January 2025
St Lukes Primary Care Centre has not yet replied.
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Review titled Great Nurse
Rated 5 stars out of 5
by Anonymous - Posted on 19 December 2024
I saw a senior nurse practitioner, this morning regarding an ongoing sinus problem. She was brilliant! It's lovely to talk to someone who really knows what they're talking about, and not only diagnose the problem, prescribe the necessary medication but make contingency plans in case the problem should return. She didn't treat me as a child, patronise me or speak condescendingly (as I have experienced with another member of your medical team). She explained things clearly, was interested in what I had to say and was empathetic. I should have contacted you last year to sing her praises when she sorted out a problem I had on one of my fingers. (This had been previously misdiagnosed by another team member) She just took one look at my finger and immediately made the correct diagnosis and gave me good advice on the way forward. Anyway when I got home today I realised we're all too quick to put our complaints in writing, so I thought it's about time I said thanks when someone does a really good job. Happy Christmas to all your hard working staff and best wishes for 2025.
Visited December 2024
St Lukes Primary Care Centre has not yet replied.
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Review titled Great nurse
Rated 5 stars out of 5
by Sarah P - Posted on 28 November 2024
I was seen by a lovely nurse - very caring and lovely. A real credit to the surgery - thank you all.
Visited November 2024
St Lukes Primary Care Centre has not yet replied.
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Review titled Unable to get appointments
Rated 1 star out of 5
by Anonymous - Posted on 27 November 2024
I call at 8am and message advises all booked. I call the reception and she advises to call at 2pm. I have done that and the message is the same with the “reached capacity”. I called exactly at 2pm!. How do I get seen by a nurse or doctor???
Visited November 2024
St Lukes Primary Care Centre has not yet replied.
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Review titled Fantastic Nurse
Rated 5 stars out of 5
by Anonymous - Posted on 22 November 2024
What a lovely lady who helped me in the doctor's yesterday. She was so kind and caring and chatted and I felt very well looked after - 10/10 service from the nurse
Visited November 2024
Review titled St Lukes Primary Care Centre
Replied on 25 November 2024
Thank you for taking the time to share your feedback, I will share your comments with the nursing team. Kind regards Charlotte Wilson Practice Business Manager
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Review titled Full Capacity
Rated 2 stars out of 5
by Richard Currey - Posted on 29 October 2024
Getting an appointment is hard work , even stressful. How is a working person supposed to phone ,phone ,phone to even try and get in a queue? Absolute joke , the system needs to change. More worrying their taking on new patients!! I’ve been bleeding from the back passage for six days so I contacted 111 via the app and asked for a call back . Very good this happened within the hour . After consulting department details and symptoms the nurse told me to try and contact the doctors 😂 Back to square 1 then !!
Visited October 2024
Review titled St Lukes Primary Care Centre
Replied on 29 October 2024
Dear Mr. Currey Thank you for taking the time to provide feedback and sharing with us the challenges you faced when trying to book an appointment with the practice. We are aware of the difficulties patients have in getting through to us via the telephone and are looking at ways to improve this. We have introduced pre-bookable appointments to reduce the 8am and 2pm demand, unfortunately it will take time for the impact of this to be noticeable. We are also exploring new technologies which will support appointment booking processes. We do also offer e consults which can be completed on our website. Thank you again for taking the time to provide feedback to us. Kind regards Charlotte Wilson Practice Business Manager
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Review titled A good experience + professional
Rated 5 stars out of 5
by Anonymous - Posted on 08 October 2024
In the last three weeks I have been to or contacted the St Luke’s practice multiple times and I’ve been very impressed. The initial day I called St Luke’s at 2pm on a Thursday I got an appointment on the same day for 3.30pm! Since then I’ve found contact to be easy and efficient. The initial telephone wait can be long but the area they cover has rapidly grown so can’t really moan about that, also I’d say have a look at the times listed on who to contact and what times. Quick messages back from the reception team too👍
Visited October 2024
Review titled St Lukes Primary Care Centre
Replied on 14 October 2024
Dear Patient Thank you for taking the time to share your feedback, it is always good to hear positive feedback Charlotte Wilson Practice Business Manager
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Review titled Very difficult to get an appointment
Rated 2 stars out of 5
by Anonymous - Posted on 12 September 2024
Recent experience, which is not rare - lines opened at 14:00 - by 14:02 they are at full capacity and I was cut off - as in, even the hold system was full and I had no chance of getting an appointment until the next day. When the same thing could happen again. Whats more worrying - this surgery is listed as ‘taking on new patients’ when it seems to me that they are already way beyond operational capacity.
Visited August 2024
Review titled St Lukes Primary Care Centre
Replied on 12 September 2024
Dear Patient Thank you for taking the time to provide feedback. We are sorry to hear of the difficulties you have experienced in getting through to the practice via telephone. We are working hard to alleviate these common struggles our patients are facing. We have increased our non clinical workforce which will enable us to have more staff answering calls, we have also expanded and are continuing to expand our clinical workforce to further increase appointments available. In addition we have launched pre-bookable appointments so patients are no longer limited to on the day appointments, we hope in time only patients who require an urgent same day appointment will call through at 8.00am and 2.00pm allowing non urgent requests to come through after this time, this change is going to take time to embed and we are working hard to continue to develop this process. Charlotte Wilson Practice Business Manager
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Review titled Not fit for purpose
Rated 1 star out of 5
by Anonymous - Posted on 06 August 2024
Since January i’m still waiting for an appointment. The phones are never answered, you can’t get an appointment online, you can’t walk in and get an appointment and when using the Livi app I was asked to make a face to face appointment! It’s a disgrace. I’ve moved to a better practice where the phone is answered and actual face to face appointments are available. I am now getting the care I deserve after 7 months of struggling.
Visited July 2024
Review titled St Lukes Primary Care Centre
Replied on 21 August 2024
Thank you for sharing your feedback. We are aware of the ongoing difficulties faced in accessing the practice via telephone, we are actively working on projects to make appointments more accessible for all patients. Some of the changes implemented have been the reintroduction of pre-bookable appointments this allows us to free up on the day appointments for same day emergency care and the installation of a new cloud based telephone system which allows us to handle calls more efficiently. The practice has recruited additional clinical and non clinical staff to provide more capacity in answering the telephones and more appointment availability. If you would like to me to investigate further the difficulties you had in accessing an appointment please do send me an email to northantsicb.contact.stlukesduston@nhs.net Thank you again for taking the time to share your feedback Charlotte Wilson Practice Business Manager
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Review titled Terrible appointments system
Rated 1 star out of 5
by Caroline - Posted on 29 May 2024
When I first joined this practise around 8 years ago I could not fault it. The care once you get an appointment is good, but therein lies the issue. Since COVID it has become almost impossible to get an appointment of any kind, you cannot book in advance for non-urgent appointments and are therefore forced to call the emergency line at 8am and 2pm. I do not often need appointments but recently needed a skin cancer check, therefore urgent with my history, and tried for several days to get through at 8am and 2pm. The phone lines are constantly busy and you don’t even get a place in a queue - just told to call again later when less busy. All appointments are then gone and you have to start the process again. After doing this for several days,over a few weeks, I was eventually driven to call 111 as I needed to be seen. I do not find this acceptable but was left with no option as I had a potentially cancerous lesion. I finally got an appointment, booked by 111 and ended up having surgery. If I had continued to wait to get through the situation may have been worse. I have tried again to get through today and the situation is the same. There should be a facility to book ahead for non urgent appointments, so that people with real emergencies can be seen. 111 is overloaded because of this and I apologised when I contacted them! St Luke’s need to rethink their system.
Visited May 2024
Review titled St Lukes Primary Care Centre
Replied on 30 May 2024
Dear Caroline Thank you for sharing your feedback, I am sorry that you did not have a positive experience. The practice is aware of the challenges for patients getting through to us, we receive in excess of 1,500 calls per day which does make getting through to the practice incredibly difficult. We have recently installed a new telephone system which will help us to better manage the volume of calls coming through, we are also actively recruiting additional Care Navigation staff to support in answering calls. We have identified the need for increased pre-bookable appointments within the practice and acknowledge not all patients will require a same day appointment, we hope to be able to offer additional appointments in the coming months. We do offer online consultations via our website and through Livi which can be used should you be unable to get through to us by telephone. Thank you again for taking the time to share your feedback, if you would like to discuss this matter in further detail please do not hesitate to contact me - nccg.contact.stlukesduston@nhs.net Charlotte Wilson - Practice Business Manager