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 Getting a repeat prescription
Rated 1 star out of 5
by Sue - Posted on 24 August 2023
The surgery is appalling I have a continual battle to get repeat prescription. I put it in in due time as instructed with the local Day Lewis Pharmacy and invariably after the proscribed 48 hrs and I go to pick it up there is an problem and it’s not ready and the surgery is at fault. It is worrying that the Drs have a devil may care attitude to medication that it meant to be taken daily and a lack of knowledge of the medication they prescribe. I jokingly describe them as the remedial GPs surgery as they medical ‘professionals’ and admin staff are so below standard what one would expect.
Visited August 2023
Review titled The Lewisham Care Partnership
Replied on 07 March 2024
Dear Sue I appreciate you taking the time to share your concerns about your experience with our surgery. I would to express my apologies to you regarding the challenges you've encountered when obtaining your repeat prescriptions. Your feedback is important to us, and I want to assure you that we are actively working on the issues. I understand the distress and inconvenience caused by delays in receiving your medication and the problem it poses to your health management. Please accept my apologies for any inconveniences you've experienced in this regard. I will personally look into the repeated delays in processing repeat prescriptions and work to identify and rectify any issues within our system that may be causing these delays. We acknowledge the importance of clear and timely communication regarding prescriptions. We actively working on our communication method with patients. We tend to contact patients when their medication has been rejected or if they need a medication review before their next request, however, as communication is crucial, we will review our communication processes to ensure that patients are kept informed about the status of their prescriptions promptly. Your concerns about the knowledge of our medical professionals regarding the medication they prescribe are duly noted. I assure you, our clinicians take regular study leave as well as attend training to ensure they are kept up to date with medication and refresh their memory to provide the necessary information to patients. I appreciate that these issues have led to frustration and dissatisfaction, and I want to assure you that we are committed to making improvements. Your feedback helps us identify areas for growth, and we are dedicated to providing a higher standard of care. If you have specific instances or details you would like to share with us regarding your prescription concerns, please feel free to provide them. Additionally, if you have any other suggestions on how we can develop our services, we are open to hearing them. Thank you for bringing these matters to our attention, and I am committed to working towards a resolution that meets your expectations. Kind Regards The Complaints Hub The Lewisham Care Partnership
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Review titled Some good people frustrated by terrible disorganisation
Rated 1 star out of 5
by Nick Saalfeld - Posted on 13 August 2023
We all know that surgeries are fighting a lack of resources. But Hilly Fields at Lewisham Care often has only one practitioner on duty for a list of thousands. That’s pure underinvestment by the partners. Recently I had superb A&E service, followed up by such incompetence from the practice that after six calls, visits and callbacks, a referral still wasn’t made. It’s a set of consistent admin errors which could have put me back in hospital. The funding challenges in healthcare are huge. But getting the basics right should be a duty. Lewisham Care fails on this. I can’t recommend the practice.
Visited August 2023
Review titled The Lewisham Care Partnership
Replied on 07 March 2024
Dear Nick Saalfeld, Thank you for sharing your experience with us, and we sincerely apologise for the challenges you have faced. We understand your frustration with the apparent underinvestment and the administrative errors you encountered during your interactions with Hilly Fields Medical Centre at The Lewisham Care Partnership. It's disheartening to hear that despite the superb A&E service, the follow-up process did not meet the expected standards, leading to the difficulties you've described. Your feedback is valuable, and we take it seriously. We recognise the importance of getting the basics right in healthcare, and we are committed to addressing the issues you've raised. We apologise for any inconvenience or distress caused by the lack of proper referrals and administrative errors. We appreciate your understanding of the significant funding challenges in healthcare, and your perspective helps us identify areas for improvement. Rest assured, we will investigate the matters you've highlighted and take steps to prevent similar issues in the future. If you have specific details or would like to discuss your experience further, please feel free to contact us directly. Your input is crucial in helping us enhance our services, and we are dedicated to learning from your feedback. Thank you for bringing this to our attention, and we apologise for any negative impact on your healthcare experience. Kind Regards, Complaints Hub The Lewisham Care Partnership
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Review titled Amazing service
Rated 4 stars out of 5
by Anonymous - Posted on 06 July 2023
When ever I visit the GP the reception staff are so help and polite. Just the other day, I went in to inquire about my medical records and medication. The gentleman and the lady wearing a headscarf provided me with exceptional assistance, patiently explaining the necessary steps I needed to take. Moreover, they managed to schedule me an appointment with a fantastic doctor. While I acknowledge that some individuals may experience frustration with the GP, the staff consistently strive to deliver the best possible service. I applaud their efforts and encourage them to continue their commendable work.
Visited July 2023
Review titled The Lewisham Care Partnership
Replied on 07 March 2024
Dear Patient, Thank you for taking the time to share your positive experience with us. We are delighted to hear that you received exceptional assistance from our reception staff during your recent visit to the GP. It's heartening to know that they patiently explained the necessary steps regarding your medical records and medication, and that they successfully scheduled an appointment with a fantastic doctor for you. Your kind words and acknowledgment of the efforts made by our staff are truly appreciated. We are committed to providing excellent service to all our patients, and feedback like yours motivates us to continue our efforts in delivering the best possible care. If you ever have further feedback or if there's anything more we can do for you, please don't hesitate to let us know. We value your input and look forward to serving you with the same level of dedication in the future. Thank you for recognising the commendable work of our staff, and we appreciate your positive encouragement. Kind Regards, Complaints Hub The Lewisham Care Partnership
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Review titled Unhelpful systems
Rated 1 star out of 5
by Anonymous - Posted on 23 June 2023
I waited over an hour to get to speak to the receptionist to gain an appointment. When at last I spoke to her I waited for her to relay my symptoms to the doctor then come back to me with questions from them. So this process was protracted significantly due to this process. It would be so much simpler to just book me an appointment and the I could get off the phone. The questions related to whether or what steps I had taken and I was undoubtedly being screened to see if I actually warranted an appointment. Now I have to wait again for the doctor to call me back. I haven’t seen a doctor since 2020. Unacceptable.
Visited June 2023
Review titled The Lewisham Care Partnership
Replied on 07 March 2024
Dear Patient, Thank you for taking the time to share your recent experience with us. We sincerely apologise for the extended wait time and the process you had to go through to schedule an appointment. Your feedback is important, and we appreciate you bringing this matter to our attention. We understand that the additional screening process may have caused frustration and inconvenience. Our aim is to ensure that patients receive the most appropriate care, and sometimes additional information is sought to facilitate this. However, we acknowledge that the process should be as efficient as possible. To address your concerns and improve our services, we will review the procedures involved in appointment scheduling and patient communication. Our goal is to streamline the process and enhance the overall patient experience. If you have any specific details or additional feedback you would like to share, please feel free to contact us directly. We value your input as we strive to make necessary improvements. Once again, we apologise for any inconvenience caused, and we appreciate your understanding as we work towards providing better healthcare services. Kind Regards, Complaints Hub The Lewisham Care Partnership
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Review titled Imposible to reach and get prescriptions
Rated 1 star out of 5
by Mariaelena - Posted on 19 May 2023
The NHS app as well as the Patient Access App which they suggest, do not have any options for appointment booking. The only option that is displayed in the App, is "Smear Test", however there is no option for GP appointments. The phone system which is only at 8:00 am is overcrowded and the queuing time s over 1 hou, which is rather inconvenient for people with fix working schedules. Appointments always take 3-4 weeks after the booking. Finally, the doctor might call you at different scheduled times and in case you do not answer you will have to go again through the whole painful and long process. If you get to speak to a doctor, prescriptions are not given immediately and they are not shown in the App, nor as SMS confirmation. I have tried to get a prescription since February, and now at the end of May, I am still waiting for it. Overall, it is very disappointing.
Visited May 2023
Review titled The Lewisham Care Partnership
Replied on 19 June 2023
Dear Mariaelena, Thank you for your feedback. I am sorry that you are disappointed in the service you received on this occasion, and assure you, we are working extremely hard to provide a great standard of care. The NHS App and Patient Access work alongside each other. These appointments are released at 08:00am and 18:30pm up to 2days in advance. As our appointment book is split between online appointments and on the day at reception, unfortunately, the appointments online are booked quite quickly leaving what is available which are the smear test appointments. We also use another App called AskFirst. With this app, you do not need any credentials from your practice and can create your own account. This app will triage you to ensure that you are booking appropriately as well as offering appointments for up to 2 weeks in advance. We have acknowledged that the practice is currently receiving a high volume of calls and the waiting time can be tedious, but please be assured our care navigators work extremely hard to attend to all calls in a timely manner whilst dealing with patient queries effectively. In the week commencing the 29th May 2023, the practice received 5,104 calls. We are currently reviewing our system to identify the best possible way patients can contact the surgery and reduce the waiting time on the phone. We are trialing a pre-bookable appointment system. As mentioned in your feedback, this allows patients to book up to 3 weeks in advance. We have decided to take this approach as some appointments can be dealt with routinely. Some patients do find this satisfactory, as they do not have to keep calling to make an appointment. As this is a trial, your feedback will be taken into consideration when moving forward with our appointment book. We are aware that the GP may not always call at the scheduled time. Some telephone calls may require extra time due to the nature of the appointment, causing delays to the clinic. Our care navigators do give a time frame to allow GPs to have flexibility. Our policy is, the GP will contact patients twice, this ensures that if patients miss the first call they are aware that the GP has tried to call and to be vigilant for the second call. Unfortunately, if patients miss both calls, they would have to re-book the consultation. We apologise that you have previously experienced a delay in receiving your prescription. If the medication is acute (medication that may be used as a one off), this is not shown on the app as the app only shows repeat medication. If the medication has been issued based on a GP consultation, the medication will be available to collect on the same day. However, all repeat medication request take up to 2 working days to be processed. As we do not have your full details, I regret we are unable to investigate this further. If you would like to discuss this further, please do not hesitate to contact us. Kind Regards Jacqueline Henty Practice Manager/Complaints Lead
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Review titled Not a great practice
Rated 1 star out of 5
by Michael - Posted on 19 April 2024
Changed medication. Got blood test done to ensure new medicine was working and had to phone them to arrange a telephone consultation so new medicine could be put on recurring prescription. After waiting for nearly an hour I was just told no appointments available telephone again tomorrow at 8am. Rationing appointments now?? If there is a choice of dying earlier or trying to grapple with their system I choose the former!
Visited April 2023
The Lewisham Care Partnership has not yet replied.
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Review titled poor customer service
Rated 2 stars out of 5
by Anonymous - Posted on 02 February 2023
Trying to book appointment over the phone, waiting for a long time then the phone was picked up could hear 2 ladies chatting in the background for about a minute and then the phone was put down. Had to call again and again wait in a long queue. When I managed to speak to a receptionist and explain what happen there was no apology just a short statement" I don't know". NHS should provide its staff with better customer service training!
Visited February 2023
Review titled The Lewisham Care Partnership
Replied on 24 March 2023
Dear patient, Thank you for your feedback. We do apologise that there is a long waiting time when trying to call the practice, we do experience a drastically high volume of calls on a daily basis. Our staff have regular training to ensure that their customer service skills are of standard and they are able to speak to management if they feel they are need more of training. As you are anonymous, we are unable to contact you to discuss this further. If you would like to have a further discuss, please do not hesitate to contact me. Kind Regards Jacqueline Henty Practice Manager
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Review titled Keep up the good work
Rated 4 stars out of 5
by Anonymous - Posted on 23 February 2023
It is hard to get an appointment on the day and it dose take me about 2 to 3 days calling to get a appointment on the same day but the staff will give you many different advice and opportunities so that you can get the help you need. Also However the young man help me with the online service and show me step by step on how to use it and all the apps they offer. Now I can get an appointment when I need one.
Visited January 2023
Review titled The Lewisham Care Partnership
Replied on 24 March 2023
Dear Patient, Thank you for taking your time to give us positive feedback. We certify our staff are trained appropriately and efficiently to make sure patients receive the best care as possible. We are delighted that you have received the help you needed, also that their training was reflected when receiving help and are able to use the online service that we provide. Kind Regards Jacqueline Henty Practice Manager
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Review titled Great Local Medical Practice
Rated 5 stars out of 5
by Tim Chaplin - Posted on 25 January 2023
I had a review for my Asthma by phone and the nurse recommended me for a health check as I was due one. I got an appointment within 2 days at the medical centre. It was before work so very convenient and I was one of the first patients to be seen. The Nurse did some tests and we discussed my health since the last check up and recommendations on diet and exercise and general wellbeing. I was impressed at getting an appointment so quickly.
Visited January 2023
Review titled The Lewisham Care Partnership
Replied on 24 March 2023
Dear Tim Thank you for taking your time to give us positive feedback. We are pleased that you received an appointment quickly, at a convenient time for you and you were advised accordingly. Your feedback is appreciated and will be shared with the team. Kind regards Jacqueline Henty Practice Manager
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Review titled Practice has disintegrated
Rated 1 star out of 5
by Anonymous - Posted on 03 December 2022
Covid restrictions ended. GPs still extremely inaccessible. Repeat prescriptions are not dispensed easily or promptly. Without repeat prescription we can get ill and end up in A and E or hospital. These GPs are irresponsible and hampering the NHS. The GP services in the whole of Lewisham have completely fallen apart since some sort of merger, I believe? Is it so very hard to dispense a repeat prescription over the internet?!!
Visited December 2022
Review titled The Lewisham Care Partnership
Replied on 24 March 2023
Thank you for your comment. Covid restrictions have not ended. Although the government has deemed it okay for patients to be out in public after testing positive, we have taken into consideration the health concerns of our vulnerable patients in such a small area with limited airflow therefore, still flowing certain guidelines. As you may be aware, General Practices are facing difficult times, and we are working extremely hard to ensure that all patient needs and care are being attended to. If you are struggling to make a GP appointment, we do offer online service such as the Ask First App which allows you to pre-book in up to 3 weeks in advance. This app will not require any credentials from your practice. If you would like help in setting this up, please do not hesitate to walk into the surgery. We do understand the importance of a patients repeat prescription and the consequences of patients not having their medication. As our prescriptions are a 48hr turnover, we do advise patients to request medication at least a week in advance to prevent any delays. If you wish to discuss this further, please do not hesitate to contact me. Many thanks. Jacqueline Henty Practice Manager