Lea Vale Medical Group Dr Ward & Partners

One of the worst surgery in Luton. Im Absolutely disappointed with their services, they dont even respond to ur calls even if u start calling them 8am in the morning. staff is extremely rude and if luckily ur call gets through they wont let u speak to the doctor or nurse, they dont care if u die in front of them, my son is only 4 years old and hes been unwell from past 2 weeks I ring them nearly everyday but still unable to see the doctor.
Aug 13th, 2021

Good place.
Jan 11th, 2021

An update the story of woe below. I contacted the surgery to try and get my online access restored. I waited on hold for 26 mins to be answered. I explained the problem with their system and the problem it is calling. A very nice but ultimately useless young lady faffed about for 25 mins before putting me through to "Tangina". I see a great future for this individual in this practice as she adheres to all the skills required to be a dreadful customer service person. She did manage to provide me with an updated pass word but when challenged as to the service I had received and my wish to make a complaint, she resorted to the tried and tested, " if you're not happy you can always go elsewhere", seemingly oblivious to the requirement for a patient to be within the catchment area for a surgery and no other practice covers my area. I managed to extract the name of the practice manager before she hung up on me. The cheek of it. I look forward to a call from "Sarah", though obviously no time frame was provided. I have had the misfortune of being with this practice for 18 years. I have witnessed the service levels nose dive, the attitude of staff become more belligerent and the level of care become laughable. The modus-operandi appears to be: 1. To avoid patients at all costs. 2. To ensure all the administration is moved to the patients with no direct contact at any time. 3. When in doubt obfuscate. I could accept the move to online ( I do everything online) if the system worked. I used to order prescriptions on line, but the service was withdrawn for some reason and now my id is not recognised. I attended the surgery to submit my prescription request and was confronted by a receptionist, who appear glued to her chair and unable to move to meet me, so I obliged. I handed in the my request and then asked to make an appointment with my doctor, to be told "you can't". I was physically present, speaking with a receptionist who has access to the system and yet I would have to go home, go through the pain of reregistering for a service I had already registered for but had removed for some reason and then complete the triage myself, before any medical professional would speak with me. When I asked why I couldn't arrange the appointment, I was told there was a new system. I asked if she was saying she couldn't assist or wouldn't assist. That question seemed to be beyond her comprehension. This is the straw which has broken the camel's back. I have had numerous complaints about the practice over the years ranging from the diabetes clinic, ( which I complained about previously but got no callback) to the regular errors in my prescription scripts, via the consistently awful attitude of the telephone staff and receptionists. Now I learn Prim ( the doughty Scottish receptionist) has retired. she was the place's last hope. This place is not a GP practice anymore, it would appear the doctors are more concerned with property development than treating patients.
Aug 7th, 2022