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The surgery ever

Story from nhs.uk

"The surgery ever"

About: St Lukes Surgery

I moved to hedge end after living in London and Essex. This surgery is comparision is the worse i have ever experienced. The equipment and waiting room is old and outdated and the blood pressure machine doesnt work properly and can't even print out a reading.

You go in to book an appointment and come out frustrated with no appointment. This is so strange to me i have never been to a surgery to book an appointment and to be told the is none. You are supposed to ring at 9 am which you cant if you are working.

You are just fogged off with keep ringing at 9 am or go on line. However no one explains how to go on line or gives you a password etc.

This surgery needs help. Its impossible to get an appointment. Its failing to serve its community and should be pulled down modernised and start again. You should ring at anytime of the day and be offered the next available appointment. This is not a normal doctors and I cant believe its still allowed to operate as its a waste of NHS money. How hard can it be to make an accessible booking service????impoosible at St Lukes.

Lastly it took serval months to get a repeat perscription sorted out as they still dont have my health records despite living here over 6 months.

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Responses

Response from St Lukes Surgery 5 years ago
St Lukes Surgery

Submitted on 08/02/2019 at 10:45
Published on nhs.uk at 12:08

Routine Appointments

We have also recognised the difficulties that patients have faced previously calling at 9.00am for a routine appointment and we have subsequently implemented changes to our booking system. To help ease the early morning call volumes when patients are phoning to access our same day service, our routine appointments are now released every weekday at 2.00pm and are bookable 14 days in advance. Unfortunately, if you do telephone at 2.00pm and there are no appointments available, you will be asked to call back the following day. The number of routine appointments released each day varies depending on the clinical resource available on that day in two weeks’ time, which we cannot always confirm more than two weeks in advance.

The way in which routine appointments are released is standard across all Living Well Partnership sites and within General Practice more widely. This change has been prompted, in part, by the significant volumes of failed appointments that we were experiencing at St Luke’s with patients booking appointments weeks in advance and then failing t

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