The Lewisham Care Partnership
56-60 Loampit Hill, Lewisham, London, Greater London, SE13 7SXContact details and opening times
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Reviews
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Review titled Excellent intuition
Rated 5 stars out of 5
by Claudette Oliver - Posted on 18 December 2024
I had a medical emergency on this day for my sister. The call vack for that day had already reached its capacity. But for the quick thinking of a member of staff my sister would have died. This member of staff went above and beyond her work duties. We owe my sisters life to her. I have since visited the St John's practice after the event and came across another member of staff who also went above and beyond their work duties..It is staff like these that help to look after and support the patients. I just wanted the Lewisham care partnership to know how I have benefited since several practices have joined together. The name stand to reason. Thank you all for your joint efforts.
Visited December 2024
Review titled The Lewisham Care Partnership
Replied on 07 January 2025
Dear Claudette Oliver, Thank you for sharing your experience with us. We are deeply moved by your account and incredibly grateful to hear about the life-saving actions of our team during your sister’s medical emergency. It is truly heartening to know that our staff’s dedication and quick thinking made such a significant difference. We are equally pleased to hear about your positive experience with another member of our team during your visit to the St John's practice. It is inspiring to see our staff's commitment to going above and beyond to support our patients and their families. Your kind words affirm the purpose behind The Lewisham Care Partnership and our goal to provide collaborative, compassionate care. We will make sure to share your gratitude with the team members involved, as feedback like yours encourages us to continue striving for excellence. Thank you again for taking the time to acknowledge our efforts. We wish you and your sister the very best in health and well-being. Kind regards, Complaints Hub The Lewisham Care Partnership
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Review titled Excellent service and help
Rated 5 stars out of 5
by Chineye Zac Awaraka - Posted on 24 September 2024
As a single Mum with no benefit, a staff from lewisham care partnership referred me on behalf of my son and today I got a message regarding that. Thank you
Visited August 2024
Review titled The Lewisham Care Partnership
Replied on 07 January 2025
Dear Chineye Zac Awaraka, Thank you for your kind message. We are so pleased to hear that you received the referral update for your son and that our staff were able to assist you. Supporting our patients and their families is at the heart of what we do, and it’s wonderful to know you found the service helpful. If there is anything further we can do for you or your son, please do not hesitate to reach out. Kind regards, Complaints Hub The Lewisham Care Partnership
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Review titled Lewisham Care Partnership - Patients have no say.
Rated 1 star out of 5
by Ian - Posted on 19 July 2024
The Lewisham Care Partnership appears to have no mechanism by which patients have a say in how local health services and their quality is delivered to patients it has a duty to serve. A new telephone triaging system recently introduced takes at minimum 1.5 minutes to listen to the instructions on how to navigate it, not best practice for Interactive Voice Response system. On joining the call back queue placed 13th in the queue at 12.30pm. Still waiting at at 15.00. On making the second call, advised position now 4th in the queue so hung up and waited, no call came, rang back 30 minutes to find the new queue position being 27th. Pathology Services, i.e. non urgent blood test, patient’s self-booking appointment facility has been suspended since the 05 June 2024 as result of a cyber attack. Blood tests are an essential part of the GP's disease diagnosis process and it has all but been stopped across Lewisham. This means all patients under Lewisham's care who require self-booked pathology appointments are not able to request them, and have no access to the mutual aid pathology facilities that should be in place in the event of a disruption to service. It has now been 1.5 months since Lewisham Care Partnership patients have no access pathology services to support disease diagnosis. There has been no communication as to when this essential pathology service will be restored for patient access. Today, a new urgent notice has been issued by the Lewisham Care Partnership that GP's and Pharmacies are unable to access their systems because of an IT issue resulting in GP's and Pharmacies unable to provide patients with their prescribed medication. Is anyone in the Lewisham Care Partnership monitoring this catastrophic collapse in your ability to meet your obligations and provide the care people need, when they need it?
Visited July 2024
Review titled The Lewisham Care Partnership
Replied on 07 January 2025
Dear Ian, Thank you for taking the time to share your concerns in such detail. I am sorry to hear about the issues you have been experiencing with our services, and I completely understand the frustration and distress this situation caused you. I want to sincerely apologise for the difficulties you have encountered with the new telephone triaging system, the prolonged wait times, and the challenges with accessing pathology services and medications. We fully appreciate how essential blood tests are to the diagnostic process, and we are acutely aware of the impact that the suspension of self-booking appointments and disruptions to IT services are having on patient care. The ransomware cyber-attack on Synnovis, the pathology lab responsible for processing blood tests, caused significant disruption. We made every effort to keep our patients informed by providing updates both in person and on our website as we received information from Synnovis. I also understand your concerns about the impact these service failures have on your ability to access essential care and prescriptions, and I sincerely apologise for the delays and inconvenience caused. Please know that we are actively working to improve the systems that support our patient care, including the telephone triage and appointment booking systems. Your feedback about the IVR system will be passed on to the relevant teams to ensure that we make these processes as efficient and user-friendly as possible. I appreciate your patience during this difficult time, and I would like to assure you that your concerns are being heard. If you would like to discuss your concerns further, please do not hesitate to contact us directly. We are committed to addressing your needs and ensuring that you receive the care and support you deserve. Thank you for bringing these matters to our attention. Kind regards, Complaints Hub The Lewisham Care Partnership
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Review titled Disappointed with service
Rated 1 star out of 5
by Anonymous - Posted on 23 July 2024
I have been waiting for a referral for throat and nose department only to be told it has been turned down by Guys Hospital and cannot get appointment at St John's Medical Centre until 2 weeks very disappointed
Visited June 2024
Review titled The Lewisham Care Partnership
Replied on 07 January 2025
Dear Patient, Thank you for sharing your concerns with us. I am truly sorry to hear about the difficulties you have experienced with your referral and the delays in accessing care. I understand how disappointing and frustrating this must be, especially when you are in need of specialist attention. I regret to hear that your referral to Guy's Hospital was turned down, and I understand that waiting for an appointment at St John's Medical Centre is causing further frustration. We strive to ensure that all our patients receive timely and appropriate care, and I apologise for the delays you have encountered. If you are in need of more immediate care or advice while waiting for your appointment, please do not hesitate to reach out to us directly. We would be happy to assist in exploring alternative options or providing guidance during this waiting period. I sincerely appreciate your patience and understanding, and I assure you that we are committed to supporting you through this process. If you have any further questions or need assistance, please do not hesitate to get in touch. Kind regards, Complaints Hub The Lewisham Care Partnership
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Review titled Woeful
Rated 1 star out of 5
by Anonymous - Posted on 29 May 2024
Hard to know where to begin. 30 mins plus to get to reception (on a good day). Email requests for info go unanswered. No apology when you spend 45 mins calling to follow up. Drs don't ring in allotted slot and then you receive a rude accusatory email saying they tried but you didn't answer. Absolutely zero tracking or ownership of patients - you are entirely responsible for following through on your own treatment (if you get blood tests make sure you chase to a) find out what they are and b) speak with a dr because you can almost guarantee no doctor will contact you). Drs have no respect for patients' knowledge - if a patient says something is wrong there may well be something wrong but Dr won't consider that if their initial cursory analysis comes up with 'computer says no'. On one glorious occasion I spoke to a female receptionist who was articulate, understood the issue, tackled the problem and solved it. No doubt she's left unable to cope with the ocean of indifference in which she found herself. I'm moving out of the area - thank goodness - good luck to the rest of you left behind.
Visited May 2024
Review titled The Lewisham Care Partnership
Replied on 07 January 2025
Dear Patient, Thank you for sharing your feedback, I am very sorry to hear about the challenges you have faced with accessing care and the overall experience at our practice. I completely understand your frustration, and I sincerely apologise for the difficulties you have encountered with our services, particularly with long wait times, unanswered emails, and missed appointments. The issues you have described regarding communication, follow-up care, and the lack of ownership in tracking patient treatment are of great concern to us. This is not the level of service we strive to provide, and I apologise for the impact it has had on your experience. We are reviewing our processes to ensure better communication, particularly with follow-up care, and to make sure that patient concerns are addressed in a timely and respectful manner. I also recognise the frustrations you have faced when trying to reach our doctors, especially when you feel your concerns are not being taken seriously. We value patient knowledge and input, and I apologise if you have felt dismissed or unheard. We are working to ensure that all patients' concerns are fully considered and that their input is part of the decision-making process. I am glad to hear that you had a positive interaction with one of our receptionists, though it is clear that your overall experience has been far from ideal. Please know that we take your feedback seriously and are committed to improving the service we provide to all of our patients. I understand that you are moving out of the area, and I sincerely wish you all the best with your future healthcare journey. Thank you for taking the time to share your thoughts with us. Kind regards, Complaints Hub The Lewisham Care Partnership
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Review titled Terrible!
Rated 1 star out of 5
by Anonymous - Posted on 30 May 2024
So difficult to contact - telephone queues mean waiting over 30 minutes to actually speak to anyone. What on earth is a care navigator? Must be so upsetting for anyone who is not IT savvy, having to fill in online forms. Got this bad once they merged with several other practices in the area. Recently read article in local paper there were long queues waiting outside in the morning. Very, very, very poor service. What else can I say. 😢
Visited May 2024
Review titled The Lewisham Care Partnership
Replied on 07 January 2025
Dear Patient, Thank you for taking the time to share your concerns, I am truly sorry to hear about the frustrations you have experienced in trying to contact us and access care. I understand how distressing it must be to spend long periods of time in phone queues and the challenges you have faced navigating our online systems. Our aim is to provide accessible and timely care for all of our patients, and I sincerely apologise that we have fallen short in delivering this service. To address the issues of telephone queues and long waits we introduced a new telephone system in May 2024 with a callback feature, so patients no longer have to stay on the line for extended periods, but I recognise that this system is not perfect, especially during high-demand times. To clarify, care navigators are members of our team who are trained to assist patients with their needs, whether it is helping you navigate our systems or ensuring you get the right care. They are available by phone or in person to support patients who may struggle with completing online forms or navigating our booking systems. I completely understand how frustrating it can be, especially for patients who are not familiar with online processes. We are committed to improving accessibility for everyone, and your feedback is invaluable in guiding our efforts to better serve all of our patients. Regarding the queues outside the practice in the morning, since the introduction of our new triage system and telephone system we have seen the queue decrease significantly. I apologise for the very poor service you have experienced, and please know that we are working hard to make the necessary improvements. If you have any further concerns or if you would like assistance with a specific issue, please do not hesitate to contact us directly. Kind regards, Complaints Hub The Lewisham Care Partnership
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Review titled Serious problems
Rated 1 star out of 5
by Mark Carlisle - Posted on 03 May 2024
There's something seriously wrong with this surgery. It's impossible to obtain an appointment, either online, by phone or in person. I was supposed to have regular blood tests but haven't had one or spoken to anyone in two years. They changed my prescription because of a shortage of one of the drugs, but the new one doesn't work and the old one is now available, but I can't get through to anyone to change it back.
Visited April 2024
Review titled The Lewisham Care Partnership
Replied on 07 January 2025
Dear Mark Carlisle, Thank you for sharing your concerns, I am truly sorry to hear about the difficulties you have experienced in trying to access appointments and care. I can only imagine how frustrating and worrying this must be, especially when it comes to managing your health and medications effectively. It is concerning to hear that you have been unable to schedule your regular blood tests or speak to a clinician for such a long time. Routine monitoring and follow-ups are critical, and I sincerely apologise that we have fallen short in providing the care you need. Regarding your prescription, I understand how distressing it is to feel that your current medication is not working as intended. Please know that we take these issues very seriously. To address urgent medication concerns like yours, we encourage patients to use our triage system via the practice website, where you can explain the issue. This request will be reviewed by a GP, and appropriate action will be taken within 24 hours. If you are unable to complete the form yourself, our care navigators are available to assist you by phone or in person. We recognise the ongoing frustrations around accessing appointments. We have made changes to improve access, including a new telephone system with a callback feature and daily online appointment releases. However, we understand that demand remains very high, and we are continuously looking for ways to improve. Your experience is not the standard of care we aim to provide, and I deeply regret that we have let you down. If you wish to discuss this further please contact the practice directly. Thank you for bringing this to our attention, and I assure you we are committed to making meaningful improvements to ensure better access and care for all our patients. Kind regards, Complaints Hub The Lewisham Care Partnership
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Review titled Just plain awful
Rated 1 star out of 5
by Claire - Posted on 28 March 2024
I missed a call from the partnership, and tried to return it. Met with rude indifference from the receptionist who told me she couldn't help. I'm waiting to receive an appointment for my son, but despite trying to clarify that perhaps I could make an appointment for the injection he needs I was cut off and told to wait for a return call. Rude and very unhelpful. I waited in a queue to get through, then leave none the wiser and without the appointment I need.
Visited March 2024
Review titled The Lewisham Care Partnership
Replied on 03 April 2024
Thank you for your feedback. We are sorry to hear about the frustrating experience you had with the partnership. It's unacceptable to be treated rudely and left without the assistance you needed, especially when it concerns your son's health. It might be helpful to consider reaching out again or exploring alternative means of scheduling his appointment. Thank you.
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Review titled Incompetent nurse, doctor and receptionist
Rated 1 star out of 5
by Orla Wilson - Posted on 25 January 2024
A very sad practice. The receptionists who take the calls don´t care, don´t listen and hang up on you. They cancel your appointments and do not rebook you. I have been sick for over a month. A routine procedure in any other country or practice would have been solved by now. I have had a call with a doctor, 2 calls with nurses. One appointment with the nurse which I took a half day off for for her to tell me that she was finished work and didn´t have time to do simple breathing checks for my asthma. She asked I come back in on Monday and then cancelled my appointment. Incredible! I have never witnessed such bad professionalism. The doctor gave me the wrong prescription which gave me wheezing and couldn´t breath but the practice doesn´t have time or is not bothered. How many weeks and how many days off will I have to go through before I get my correct prescription? My breathing still has not been seen to. I wouldn´t recommend anyone to go to this practice. To the receptionists that work there, a little bedside manner or any manners is the least you could do after someone has waited an hour to get through to you over the phone. Hanging up is spiteful and disgusting behaviour. You should be fired.
Visited January 2024
Review titled The Lewisham Care Partnership
Replied on 07 March 2024
Dear Orla Wilson, We sincerely apologise for the distressing experiences you've encountered at our practice, and we appreciate you taking the time to share your concerns. It is deeply concerning to hear about the lack of care, communication issues, and unprofessional behavior you've experienced with our receptionists, nurses, and doctors. We want to express our apologies for any frustration and inconvenience you've faced during your interactions with our team. Your description of the canceled appointments, incorrect prescriptions, and the overall lack of attention to your health concerns are unacceptable, and we understand the impact this has had on your well-being. We are committed to addressing these issues promptly to ensure that you receive the appropriate care and attention. We would like to investigate the specific details of your case to understand the root causes and take corrective action. If you are willing to provide more information or discuss your experiences further, please feel free to contact us directly. Your feedback is essential, and we want to work towards resolving these issues to improve our services. Once again, we apologise for the negative impact on your healthcare journey, and we appreciate your patience as we address these concerns. Kind Regards, Complaints Hub The Lewisham Care Partnership
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Review titled Dreadful
Rated 1 star out of 5
by Anonymous - Posted on 31 January 2024
A miserable place. Unfriendly attitude. Disorganised and confusing communications. Hate the fact that they are the gatekeepers standing between my family and actual healthcare. One of my children has an ongoing condition which they took years and repeat visits to take seriously. Different doctor every visit, contradictory advice. Eventually when we managed to get them to refer they referred us to the wrong place (which we'd warned them) wasting months. They've failed to call for over half the phone appointments booked for myself. Good luck getting a face to face appointment.
Visited January 2024
Review titled The Lewisham Care Partnership
Replied on 07 March 2024
Dear Patient, We sincerely appreciate you sharing your experiences and concerns with us, and we apologise for the challenges you've faced with our services. It's disheartening to hear about the unfriendly attitude, disorganisation, and confusing communications you've encountered. We understand the importance of reliable and compassionate healthcare, and we regret that your experiences have fallen short of your expectations. Your feedback about the ongoing condition of your child and the challenges in receiving consistent and accurate advice is deeply concerning. We apologise for any confusion caused by different doctors and contradictory advice, and we acknowledge the frustration that may have resulted from the incorrect referral. The issues you've raised regarding missed phone appointments and difficulties in securing face-to-face appointments are also significant concerns. We want to assure you that we take these matters seriously and are committed to addressing the root causes to improve our services. If you are willing to provide more specific details or would like to discuss your experiences further, please feel free to contact us directly. Your input is invaluable, and we want to take the necessary steps to enhance your healthcare experience and that of your family. Thank you for bringing these issues to our attention, and we apologise for any negative impact on your interactions with our practice. Kind Regards, Complaints Hub The Lewisham Care Partnership