Lucas Avenue Practice Reviews Summary

Appointment Scheduling

Pros:

• "I had a very pleasant experience at this surgery today."
• "Thank you for starting to give in-person appointments."

Cons:

• "I called for my appointment at 8 o'clock and they told me I have a 3 o'clock appointment."
• "Every time we go there they are always 15/20 minutes late to see us."
• "They don't have an appointment. You have to call 4 days then you got an appointment."
• "A month ago called at 8:00 am in the morning booked an appointment and the doctor called in sick."
• "My blood test appointment got canceled because the clinician didn’t show up."

Reception Staff

Pros:

• "The staff were so polite and helpful."
• "Ferdous helped me quickly and effectively."

Cons:

• "Receptionist people are not good."
• "Salima name of lady has not sense how to talk with patients."
• "Salima has rude behavior."
• "Very unprofessional practice with rude and arrogant receptionist named Neerju."
• "They dont even answer the call."

Doctors and Medical Staff

Pros:

• "Dr. Asha has really sent us home stress-free."
• "Dr. Asha took her time to understand our problem and advised us."
• "Dr. Ashokan for her constant professional help & love during this very hard time for me."
• "The doctors treated me with respect and dignity regarding the decision-making of my health issues."
• "I had the best experience; she is the best doctor listened to my problems patiently."

Cons:

• "Never called."
• "The worst customer service for a practice."
• "Clinician called for literally 2 seconds and hung up."

Facility and Accessibility

Pros:

• "Parking is available."
• "Bus routes 104 and 304 are a three-minute walking distance from the surgery."

Cons:

• "Parking spaces are taken up very quickly."

Overall Service Experience

Pros:

• "Lucas Avenue Practice has saved my life!"
• "The high standard of care I have received is equivalent to the private treatment."
• "Every GP Practice should have a social worker like this!"

Cons:

• "This is the worst GP ever."
• "Experiencing the worst service."
• "The service is getting worse every day."

Communication

Pros:

• "The communication, be it by email, telephone, and face-to-face, has been nothing short of perfect."

Cons:

• "If you are late 5/10 minutes you missed your appointment."

Treatment and Care

Pros:

• "The initial consultation lasted 90 minutes about employment opportunities."
• "She prioritised each of my health issues according to how serious it is."
• "The two nurses I had appts with were professional, understanding, and personable."

Cons:

• "I would say register anywhere else but don't register here."

Administration and Management

Pros:

• "I do recommend the practice."

Cons:

• "What can we do after we keep paying our heavy taxes and higher NHS contributions and the answer to all poor patient care is COVID."

Mental Health Services

Pros:

Cons:

• "My appointments were for mental health (depression & suicidal thoughts). I could have k*lled myself by now as I've been waiting 2 weeks for this appointment that didn't even happen."

Practice Staff

Pros:

• "Dr Ahmed is excellent doctor, very professional and too kind to assist you in your medical needs."
• "I was able to come to the GP be seen right away by Dr Ahmed. He was very helpful and understanding."
• "staff Shahida is another blessing here, she’s always a soft spoken person on phone and always try to help you out."
• "The previous gloomy face of reception desk now gone and now new lady much more helpful and willing to serve you more."
• "Maryam is amazing she went above and beyond to ensure I got the appointment I needed - she was very helpful."
• "The reception team are absolutely lovely and always able to accommodate my son."

Cons:

• "Infact have asked me to come to the surgery to fill a form for the second time as the receptionist is so careless and lost the first one."
• "Experienced horrible customer service yesterday evening in surgery. Receptionist was extremely rude, unexperience and non professional."
• "Very rude and unprofessional reception staff, today I have experienced worst customer service in my life."
• "Reception staff of this practice honestly think they're medical experts IF you are able to get through to them after holding on the phone for ages."
• "When you go in all the receptionists are sitting there talking about what they ate for lunch or which ones dating which guy, or where they're going after work."

Medical Consultations

Pros:

• "I had a telephone consultation with the doctor Bakshi yesterday and I have to say she was absolutely brilliant."
• "Wonderful experience with Lucas today, and the staff was always helpful and kind."
• "My daughter got instant appointment since she can’t do appointment online because of underage."
• "Doctors was terrific. Knowledgeable, sensitive, informative… I immediately felt at ease – and felt confident in my receiving expert medical care."

Cons:

• "I was supposed to have a phone consultation with a doctor at a specific time today... I'd been waiting for 2 hours for nothing."
• "Registered my new born son last monday, i was told to call back in two days to confirm registration has been completed... a week later and they still have not sorted it out."
• "I’ve waited over 50 minutes, I was the caller no 1, no one picked my phone."
• "At 9:45 the receptionist told me to have a sit in the waiting area and around 10:45 she told me that the doctor it’s not able to see my baby."

Overall Impression

Pros:

• "Keep the good work up, if there’s more than 5 stars I would never hesitate to give to your services you provide in the surgery."
• "Really appreciate all other staff and doctors efforts in such difficult times."
• "Some of the receptionists are more polite than others... some doctors are more knowledgeable than others... they have been amazing with my family for the 4 years we have been their patients."

Cons:

• "-5 If i can- Called this morning, said I was next in the queue took 45Mins for a groggy receptionist to answer."
• "The staff are nice however they take forever to answer calls... Took a blood test and didn't even have the right equipment."
• "They dont care about their patients. You are just a number to them. I'm switching GPs."