Herne Hill Group Practice - Ratings and reviews
Reviews
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Review titled cannot seem to get there act together
Rated 2 stars out of 5
by Anonymous - Posted on 21 November 2023
i rang the surgery this morning to ask for a home visit but was told i would receive a telephone call from a doctor this changed to another doctor when i rang the surgery i told them my problem but was then told i would receive a call from the on call doctor but not till 16.30 that afternoon i find this very bad considering the number of doctors they have this not the first time this has happened and i feel very upset by this.i would like to know why this keeps happening.
Visited November 2023
Review titled Herne Hill Group Practice
Replied on 25 January 2024
Dear Patient, Thank you for taking the time to visit me at the surgery to discuss your concerns. I was pleased that we could clarify any misunderstandings and explain that the timing seen on your online access was not a real indication of the time the duty doctor was going to call you. I hope that you found our meeting helpful. I am happy to assist you with any further queries in the future. Kind regards, Angelika Slon Services Manager
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Review titled appointments
Rated 2 stars out of 5
by Anonymous - Posted on 31 May 2023
i rang at 0800 this morning to be told to press option 1 if you required a call back this did not happen this is not the first time this has happened then to be told you get a call back from a doctor between the time you called to 12md this is terrible the last time i called the surgery there was so much laughing i had to ask the receptionist to speak up because i could not here them its no wonder you cannot get thought
Visited May 2023
Review titled Herne Hill Group Practice
Replied on 25 January 2024
Dear Patient, We appreciate your feedback and would like to extend our sincere apologies for the delayed response, as it appears that your previous message may not have been published. We regret any inconvenience you may have experienced during your call. Your concerns have been promptly communicated to the reception supervisor to address and monitor noise levels, ensuring a more appropriate environment for our patients. Additionally, we are actively enhancing our appointment system to alleviate the need for early-morning calls, with the aim of providing a more efficient and user-friendly experience. Moreover, we are increasing the availability of online appointment options to reduce congestion on our main telephone line. Thank you for bringing these matters to our attention. We are committed to continuous improvement and value your input as we strive to enhance our services. Kind regards, Angelika Slon Services Manager
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Review titled appointments
Rated 3 stars out of 5
by Anonymous - Posted on 31 May 2023
i rang the surgery today to be told if i required a call back to press option 1 again i did not get the call back i had to ring again to be told that if i wanted to speak to a doctor it would be between the time i rang to 12 midday. this terrible the last time a few months back there was so much laughing i could not even hear the receptionist i had tgo keep asking him to repeat what he was saying tghis terrible
Visited May 2023
Review titled Herne Hill Group Practice
Replied on 25 January 2024
Dear Patient, Thank you for taking the time to share your feedback. I extend my apologies for the delayed response, as it appears that my previous message did not get published on the website. I have personally communicated your concerns to the Reception Supervisor, emphasizing the importance of maintaining a minimum noise level in the reception area to ensure clear communication with patients over the phone. I regret any inconvenience caused by the lack of an automated call back, which should have happened. We can only investigate these matters with our telephony provider if we are aware of the date the call happened and the phone number of the caller. Additionally, we have implemented changes to our appointment system to enhance the overall patient experience. There is also an ongoing effort to increase the availability of appointments that can be conveniently booked online. Should you have any further matters to discuss, please feel free to reach out to me directly via email at selicb.hernehillgp@nhs.net. I am more than happy to assist with any concerns you may have. Thank you for your understanding and cooperation. Kind regards, Angelika Slon Services Manager
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Review titled Not Great
Rated 3 stars out of 5
by Anonymous - Posted on 13 April 2023
Called at 8 was no.9 in the queue, got cut off, called back number 24. was told a couple weeks when when i tried to book an appointment with the receptionist, they do not book appointments in advance, What do i do now?
Visited April 2023
Review titled Herne Hill Group Practice
Replied on 25 January 2024
Dear Patient, I apologize for the delayed response, as it appears that my previous reply did not get published in a timely manner. I also extend my sincere apologies for any inconvenience you faced, particularly the issue of being cut off and difficulty in obtaining a suitable appointment. To address this concern, we have recently upgraded our appointment system. We now provide a more extensive range of pre-bookable appointments, allowing scheduling up to two weeks in advance. Additionally, we have access to additional HUB appointments in the evenings and weekends to further accommodate our patient needs. Should you have any further inquiries or require assistance, please feel free to email me directly at selicb.hernehillgp@nhs.net. Thank you for your understanding. Kind regards, Angelika Slon Services Manager
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Review titled Thank you
Rated 5 stars out of 5
by Anonymous - Posted on 04 May 2023
Thank you your efficient management of my thyroid and HRT prescriptions. When I had a query last month I submitted my question on e consult. I was then phoned in the time frame given to me the next day by a helpful GP who arranged up to date tests. I was then texted the next week when the results came through with advice. I have always found the medical care provided by this surgery to be of a high standard. I have used econsult to access the surgery which is slightly frustrating to navigate at times but you get there in the end!
Visited April 2023
Review titled Herne Hill Group Practice
Replied on 22 May 2023
Dear Patient, Thank you for leaving us your kind feedback. We are very pleased to hear that you consider the care we provide to be of a high standard. The E-consultation is a software managed by an external provider. We cannot make any amendments to it ourselves however, they periodically update it to improve the user's experience. Thank you again for sharing your positive feedback with us. Kind regards, Services Manager
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Review titled not a nice surgery
Rated 2 stars out of 5
by Anonymous - Posted on 20 March 2023
i would like to ask you a question when you ring before 8 am in the morning you are told the surgery is closed so when you open at 8 am how can there be 54 patients already on the line i find that very strange are you making these patients up. i look forward to your response
Visited March 2023
Review titled Herne Hill Group Practice
Replied on 22 May 2023
Dear Patient, Thank you for your comment. Kindly, please note that our Practice has a registered list size of 15 500 patients. It is very normal for us to receive between 50-100 calls at 8am. I am sorry that you think we would make these numbers up. Kindly, please note that the telephony system automatically counts the number of callers and it is not something we can interfere with. Thank you. Kind regards, Services Manager
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Review titled Doing an amazing job
by indigohd73 - Posted on 09 February 2023
I’ve only had good experiences with Herne Hill Group Practice in the 13 or so years I’ve been with them. I’ve had no problem getting appointments quickly - the phone triage appointment is fine for most issues, but if a follow-up face-to-face is necessary, it happens really quickly. I’ve always found the care to be thorough and compassionate. At a time when GP surgeries are under huge pressure, HHGP are doing an amazing job and I hope they can continue to weather the storm the NHS is facing at the moment and keep providing this level of service.
Visited February 2023
Provided by Care opinion
Review titled Herne Hill Group Practice
Replied on 22 May 2023
Dear Patient, Thank you so much for this lovely review. We are very pleased to hear that you have only had good experiences with our service. We appreciate you sharing it in this forum. Kind regards, Services Manager
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Review titled worst practice
Rated 2 stars out of 5
by Anonymous - Posted on 13 March 2023
i rang the practice at 8am this morning but the message said that due to high volume if i pressed option 1 i would receive a call back this did not happen i eventually rang back at 0945 and was told a doctor would call me back however i found out this was not going to be until between 16.30 and 18,30. i was not even given a reason why i did not receive the call back
Visited February 2023
Review titled Herne Hill Group Practice
Replied on 22 May 2023
Dear Patient, Thank you for your comment. I am really sorry if you have not received a call back after pressing an option 1. All our calls are recorded so instances like that can be looked into on the day to find out what has happened. I am not sure if you have explicitly asked a team member for this to be checked and fedback to you. I apologize if there was any miscommunication on our end. On few occasions when investigating similar matters I have noticed that the call backs were going straight to a voicemail and patients have never even seen a missed call on their phone as a result. Once again, apologies for your experience and I am pleased to know that a same day telephone appointment was still offered. Thank you. Kind regards, Services Manager
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Review titled worst surgery
Rated 2 stars out of 5
by Anonymous - Posted on 01 March 2023
i have been unable to get an appointment with my GP even though i ring at 8am and am told that there are no appontments for a telephone consultant i have been told their are no appointments left this disgraceful how can you expect to discuss your problem if you cannot speak to them there is no point speaking to aother GP as they would not be able to help this doctor has been dealing with my problem since i was discharged from hospital i have been tdold i should get in touch with my GP if i have any problems which i have i am unable to eat or drink because of this problem but the receprionist do not care ihave tried to explain to them what my problem is but thyey say there is nothing they can do what is your probem at your surgery you are told you cannot come to the surgery and that you have to ring first i think you ned to change your surgery appoinments system so that everybody has a change to speak to their GP .
Visited February 2023
Review titled Herne Hill Group Practice
Replied on 25 January 2024
Dear Patient, Thank you for sharing your experience with us. I apologize for the delayed response, recognizing that my previous reply did not get published. We have been actively implementing changes to our appointment system following consultations with our clinicians and the Patient Participation Group, with the aim of enhancing overall patient experience. Patient feedback is crucial in this process. I sincerely regret any inconvenience you experienced. I acknowledge the urgency of your request which was not recognized by the staff member. We have introduced a system of our duty doctor being stationed in the reception area to aid our staff in the decision making to promptly recognize and address urgent requests. It's important to note that our surgery has been open to patients for an extended period now, eliminating the necessity to call if you prefer to make appointments in person. Your insights are invaluable, and we appreciate your understanding as we strive to continually improve our services. Thank you. Kind regards, Angelika Slon Services Manager
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Review titled appointments on patient asccess
Rated 3 stars out of 5
by Anonymous - Posted on 20 March 2023
i would liked to know why this surgery never have any appointments that you can book on patient access this is very bad because when you ring up the surgery you can be on the line for over 20 minutes even if you press option one by the time they ring you back all of the appointments are gone if you ask can you speak to the duty doctor you are told that unless it is an emergency they will not put to down one the list to speak to them.
Visited February 2023
Review titled Herne Hill Group Practice
Replied on 22 May 2023
Dear Patient, Thank you for your feedback. For the last couple of months we have been providing a triage system so that everyone calling the surgery can speak to a clinician on the day. We are currently reviewing our appointment system to ensure we provide an easy access for our patients within the capacity we have. Our PPG members are involved in the redesign of the appointment system and we hope to come up with a better system that we currently have. Thank you. Kind regards, Services Manager