PARKWOOD SURGERY - Ratings and reviews
Reviews
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Review titled Not great system
Rated 1 star out of 5
by Anonymous - Posted on 23 August 2023
The surgery is not a great system. You wait over an hour each time to speak to someone. When you get through to reception it is hit or miss if they are helpful. Some go out their way to help. Just seems a long time to wait and the appointment systen is the worst it has been. When you do get a face to face appt or phone appt sorted doctors are great.
Visited July 2023
Review titled PARKWOOD SURGERY
Replied on 26 September 2023
Dear Patients, Please accept our sincere apologies for the experiences you have had with our services. The practice has been working on how best to provide the much-needed medical care for all patients. The practice old appointment system run on a 6-weekly basis. With such a long waiting time for appointments to be booked, there were quite a few appointments missed. It also meant that patients had to wait longer before they had the opportunity to book an appointment. To help reduce the number of missed appointments and to have appointments available within a short period of time, the practice introduced a new appointment system which run over a 3-weekly schedule. With this system, 2 weeks of the 3-week appointments were released on Mondays with the 3rd week of appointment being released to be booked at the start of the Monday of the second week. With still a higher demand for appointments the system was adapted to be released on a weekly basis on Wednesdays as Monday was always a busy day. The demand of patients in all practices exceeds the availability of appointments. However, the waiting time is shorter and urgent medical needs that are submitted online are also dealt with quicker. Please contact the practice manager if you wish to discuss this matter further. Many thanks Practice Manager
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Review titled Awful Practice
Rated 1 star out of 5
by Anonymous - Posted on 02 June 2023
Did an online request for appointment for my baby, contacted 2 days later and asked to come in, came in and doctor said they needed to be set up to sterile to help or the nurse could help but nurse wasn't there, then told to make an appointment to come back to see another doctor and then get a text message from the doctor telling me they can't help us for a minor procedure. Just awful as the doctor I originally saw said they or a nurse could help us if tje room was sterile now told us cant be helped at all.
Visited June 2023
PARKWOOD SURGERY has not yet replied.
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Review titled They mess you around
Rated 1 star out of 5
by Will - Posted on 06 June 2023
When I was young, you rang or went in and booked an appointment. You might have waited a while for it, but that was fine, because the overall process was quite painless. Nowdays it is a different story: 1. you ring them up, because their website says you should contact reception to book an appointment. 2. the Automated phone system gives you multiple choices where you press the number on your dial-pad for the relevant service. The robotic voice clearly states to press a certain number to book an appointment. 3. After an indeterminate amount of time on hold (I've had well over half an hour sat listening to the classical music and frequent "We're busy but please hold" reminders, a receptionist finally answers. 4. You tell the receptionist you wish to book an appointment (which they should already know, because you pressed the button the automated voice told you to press for bookings). 5. The receptionist then proceeds to explain how you just wasted the last half-an-hour, because bookings are not done over the phone anymore, and you should go on their website to fill out a contact form during office hours. (Not sure why it has to be during office hours -- what's the harm in submitting the form at night and them seeing it the next day? isn't that the whole advantage of computers?) 6. You go onto the website to see a big disclaimer saying "This form is not for booking appointments". That's right folks, the form you get told to use to book your appointment is not for booking appointments. At this point you shake your head in disbelief, as they don't book appointments by phone, they don't book appointments by web form (despite telling you to use it to book an appointment) and they also don't book appointments in-person. 7. At this point I phoned the receptionist back up to explain that their web form is not for booking appointments -- it's only for enquiries -- and that their automated answerphone said it's perfectly Ok to book appoints by telephone, only to be told by the receptionist that I am mistaken?!? (Get her to ring the surgery up and hear what it says, then?) 8. Then called 111 to explain my situation, then when asked why I'm calling 111 and not my local surgery, explain how it's impossible to book an appointment with Parkwood. Then 111 tell they're sending a "Clinical Assessment" to Parkwood, and I need to call Parkwood's reception to let them know. 9. I call Parkwood's reception and get through faster this time, only to be told that there is no 'Clinical Assessment' showing up on their computer system, and to use the web form. Again, we're going in circles here. I get it, the Nhs is overworked, but I feel like they are making it difficult 'on purpose' for people to see the doctor -- maybe they're trying to filter out time-wasters by being difficult? Parkwood's Dr's are Ok, the real issue is their receptionists who lack professionalism and are just messing you around constantly. It's like they don't want to help people!
Visited May 2023
Review titled PARKWOOD SURGERY
Replied on 26 September 2023
Dear Patient Thank you for your detailed account of your experience with the practice booking systems. Please accept our apology for the experience you have had. At the time of introducing Online Patients Triage, the welcome message was also changed to inform patients that all emergency appointments were required to be submitted online. I am sorry if this message was not noted when you initially got through then to be informed by our receptionist that you needed to submit your request online for urgent appointments. However, all routine appointments are made on the phone. Due to practice resources the capacity to deal with round the clock submission is not feasible and patient safety is always paramount. If one has a condition that was urgent when the practice is closed, the ideal course of action is to call 111 or attend an urgent care centre. There has been situations where patients who have had chest pains in the weekday or weekend waiting till the practice opened in the morning or on Monday to book for an appointment when the NHS has in place, medical care services within the community to attend to the care of everyone. The Patient Online Triage provides two options: Medical submission for urgent medical needs Administration submissions for administrative requests. For an example for a sick note that is only if you have already been accessed by a GP before. New requests cannot be submitted by this method. With the ever-growing demand on GP Practices, automating aspects of practices services is to help patients to access care and also to help practice staff to manage the workload that is required to be done within practices. Our Reception/Admin staff are working tirelessly to service all patients and they also are having to go along with the changing face of operational systems within the NHS transformation agenda. Please do call me, the Practice Manager, during working hours if you wish to discuss your concerns further demand on GP Practices, automating aspects of the services is help patients to access care and also to help practice staff to manage the workload that is required to be done within practices. Our Reception/Admin staff are working tirelessly to service all patients and they also are having to go along with the changing face of operational systems within the NHS transformation agenda. Please do call me, the Practice Manager, during working hours if you wish to discuss your concerns further. Many thanks
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Review titled Just making life more difficult
Rated 1 star out of 5
by Anonymous - Posted on 25 April 2023
I recently needed some medication which was already prescribed to me by my Doctor but wasn't setup as a repeat. I phoned the surgery, waited an hour on hold. Eventually I rang from my work phone and got through in 5mins by pressing a different option. I quizzed the person who answered and she went to see if the phone was ringing for the other "team" and no phones were ringing at all, this meant had I just waited, I would still be waiting. I don't mind waiting but I do mind it if nobody will ever answer. I asked them to look into this problem but they didn't seem very interested in sorting it out. I then spoke about my issue, I was told I had to sign up with their new Patient Access system for any queries or could email in as prescriptions could no longer be sorted on the phone (despite my partner ringing up the day before and getting her issue sorted! discrimination?) I later signed up for "Patient Access" and it also didn't provide me with a method to contact the surgery about this or order the medication so I phoned them again. I got through quite quickly this time around but was told they couldn't help me (despite me having tried to jump through their hoops). I was told I had to "write a letter and bring it in". I thought i'd jumped back in time to the 80s! I asked if I could email instead and was told "no, we don't accept emails". I also explained that my partner managed to get it sorted over the phone recently and I was told they can't discuss that. I explained that I had actually run out of medication due to all these delays as i've been told previously to wait until I had a weeks supply left before submitting requests to "avoid patients stockpiling". Would be happy to wait if I knew it wouldnt take so long to get sorted. So much for the new system improving things for patients and staff. Exactly how is it helping the environment, patient well being or staff work loads if i have to "bring a letter in", wasting paper, ink, power, diesel, my time, their time, only for someone to tap a few buttons and throw my letter in the bin? The carbon footprint of getting a simple asthma inhaler is ridiculous. I'll now have to take a physical letter in to the surgery, wait 3 or more days. I wont receive a confirmation so I'll have to "guess" when it might be ready to collect as that's what has happened before. The process is not only ridiculous but the staff are condescending and rude. When challenged they pull out the "we don't tolerate abuse" card, even when being asked reasonable questions about why things are the way they are and challenging them to break process in the interests of common sense. As for getting an appointment, the "Patient Access" system says there are no slots available and when you call them (and they eventually answer), i either get told the next one is in 2 months time or that I have to call back next week as there are no slots. Avoid if you don't want to ruin your mental health.
Visited April 2023
Review titled PARKWOOD SURGERY
Replied on 10 May 2023
Dear Patient I can understand you predicament from the content of your complaint. Please do accept Parkwood Surgery's sincere apology for your experience. Staff will be reminded of the need to provide patients with the appropriate information to assist the patient to obtain the care or service required. From the text of your complaint, you recently had some medication but it was not setup for repeat. It is difficult to ascertain the method by which you initially tried to obtain a repeat prescription. To ensure that mistakes are not made, staff are not permitted to take prescription request over the phone. From November 2022, the plan to change our repeat prescribing process was communicated via the website, in the practice, by auto responses to emails and through local chemists. This change came into effect on 1 April 2023. Our Patient Participation Group were also supportive in communicating this change to our patients at large by way of leaflets, video and on their website. Please use the following link to view the step by step guide on our new repeat prescription process - https://friendsofparkwoodsurgery.com/wp-content/uploads/2023/01/Repeat-Prescriptions-Guide-Jan-2023v4.pdf . By using our Patient Online Consultation - AcccuRx via our website, you are able to submit as a one off, if you have run out of tablets, a repeat prescription which will be dealt with urgently. Then the advise to follow is to sign up for our Patients Online Access which enables you to order you prescription online 24/7. When the prescriptions is processed, it is then sent electronically to your nominated chemist for you to collect. The ways patients can now access our services, is to help ease and smooth out the process so that patients do not have to queue on the phone or come to the practice, unless necessary. Please visit https://parkwoodsurgery.nhs.uk/ for information and guidance . Kindest Regards Augustina Badu Practice Business Manager
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Review titled Good medics, woeful management
Rated 1 star out of 5
by C Ward - Posted on 28 April 2023
Minimum 10 minute wait to get a phone call answered, often 30+ minutes. Told today that there were zero appointments available and to call back some other time when they might have some, but no promise on when they would be once booked. Unable to put me on a waiting list for appointments even. Receptionist advised me that the best way to get an appointment might be to go to the practice in person to avoid phone system. Doctors seem fine once you get to them, but practice management is chaos
Visited April 2023
Review titled PARKWOOD SURGERY
Replied on 02 May 2023
Dear Patient Please accept Parkwood Surgery's apologies for giving you cause to complain. To help streamline the practice appointment system and to reduce the number of patients not attending for appointments, the new routine appointments system is released every 3 weeks which all staff are aware off and can advise patients when the next set of appointments will be released. For same day urgent appointments, patients are directed to our Online Patients' Consultation platform - AccuRx on our website (parkwoodsurgery.nhs.uk) to submit requests on health and administrative matters which seems to be working well. This has helped to cut down on the number of calls being received daily. Staff will be reminded off the appointment process to ensure that they stay informed and advise patients appropriately. Kindest Regards Augustina Badu Practice Business Manager
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Review titled Appalling service
Rated 1 star out of 5
by Anonymous - Posted on 12 April 2023
The surgery take on average at least 40 minutes to answer the phone (that's if they do answer and you're not cut off). The reception staff are then sarcastic or rude if you question them about the time taken to answer. They will state they are very busy, yet when you visit the surgery it is empty. I feel very sorry for elderly and vulnerable patients having to deal with their new processes of trying to get appointment to see a doctor as these processes clearly do not work. When I asked the receptionist if they are looking at new ways to improve the service, she very uncaringly stated No we are not!!!!. The surgery also does not respond to official complaints or Freedom of Information Act (foi) requests. I submitted an foi request two months ago and I still have not received a response so I will b going to Three Counties Radio regarding this.
Visited April 2023
Review titled PARKWOOD SURGERY
Replied on 13 April 2023
Dear Patients, Please accept our sincere apology for giving you cause to make a complaint. In November 2022, Parkwood Surgery increased the number of staff taking calls during peak hours both in the morning and in the afternoon. The practice continues to review our operational processes to find ways to provide an efficient and effective service to all our patients. There comes a time when nature takes over which is beyond our control. There are periods when staff have been off sick and with the nature of the work of a practice, it is not easy to pluck in extra hands by taking agency staff. The remaining staff then try all their absolute best to try and continue to maintain services. In addition, the demand on healthcare within the NHS continues to increase and as such, NHSE is supporting practices to find innovative ways to maintain clinical care. One of such innovation, is our online patients triage – AccuRx - which patients can access via our website -parkwoodsurgery.nhs.uk. Through this platform, patients can submit medical requests and admin queries which the practice will respond to within 48 hours. We have clinicians dealing with all medical requests which includes same day appointments. If the GP reviews your submitted medical request and identifies that it is an emergency, we will contact you the same, otherwise you will be contacted within 48hrs. Parkwood Surgery is encouraging patients to sign up for our Patients Online Access which gives patients’ 24/7 access to request for repeat prescription, view medical records and pathology results. This releases our back office support staff who, manually inputs daily on average 300 - 400 individual repeat requests made via emails or website, to help take calls and other tasks needing to be carried out in the back office. Parkwood Surgery invites all patients to work with us on this journey to improve on efficiencies and help to build a service that provides and meets the needs of patients. Our Allied Professionals – Physios, Mental Health Nurse, Health and Wellbeing Nurses, Clinical pharmacist, Nurses and our GPs are all waiting to provide you the care you need.
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Review titled Homeless & needing help
Rated 2 stars out of 5
by Andrew Casey - Posted on 03 May 2023
I am trapped 75 miles from my son in Hemel Hempstead - homeless & ill. I am rarely able to get through to the surgery by phone and so E-mail them. Given my personal situation & related family health issues you would think I might get a reply - not yet. When I was residing in Hemel Hempstead and did get to see a GP, it was typically a different GP every time. I am hard of hearing and when I do get to speak to a GP can find it difficult to understand some accents and the speed in which I am spoken to… I constantly have to ask for the GP to repeat what has been said. This frustrates the Doctor and I often find my telephone appointment is rushed and I haven’t been able to express myself clearly or the doctor has not understood and I am left yet again in limbo. More depressed, not helped and often frustrated. I once had one GP who knew me and my entire families conditions, who supported me. Today I am assigned a different GP every almost time I call who has no clear understanding of the situation or of my health. This is not just a reflection on the surgery but I am afraid to say on the entire health system. I suspect leaving negative feedback will most likely impact how I am treated by the surgery too but I hope that in some small way my protest may be taken in a positive manner and used to improve services - when you are at the lowest point there is only one way to go, apparently.
Visited April 2023
Review titled PARKWOOD SURGERY
Replied on 15 May 2023
Dear Mr Casey, Please accept our sincere apology for giving you cause to complain. Parkwood Surgery sympathizes with the position you are currently placed in. We note from our records that you are actually nowhere near the boundaries of our catchment area as you clearly state. The concerns you have raised has been carefully noted. The NHS currently has a compliment of varying clinicians and specialists from all walks of life who are trained and qualified for the health and medical care services provided to all patients. NHS England has a stringent vetting process and there are mandatory processes which every clinician working within any sector of NHS has to abide to. Regardless of the culture of any clinician, they have chosen the profession of providing clinical care to people and love the work they do. Due to the fact that not all clinicians work full time, you may not be attended to by the same clinician when booking for an appointment. However, rest assured that clinicians attending to you have access to your records as the same clinical systems is used in the practice you belong to. Also, as with everything, people do move on. Some of our GPs have retired or moved out of the area. You are welcome to request for a GP you may have been attended to, but you need to bear in mind that there may some delays depending on the availability of the GP and their work pattern. You indicate that you are hard of hearing and experience some difficulties when on the phone. The frustrations in which you find yourself in, is understandable. To eliminate such a situation, it will be a good idea to look for a GP closer to where you are for the time being so you can have face to face appointment, which may be more beneficial. The NHS system is very efficient. When your find a GP Practice your medical records will be requested, and it will be sent electronically to your new GP Practice. To find a GP Practice near you, search the internet for Find a GP Practice and insert your postcode. The search will give you a report on all GP practices nearest to your current residence. You are welcome to re-register with Parkwood Surgery whenever you move back to be near your son. Yours sincerely Practice Manager
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Review titled So sad
Rated 1 star out of 5
by Dianne Brooks - Posted on 12 April 2023
What happened to the best surgery in Hemel? Impossible to get the phone answered, or replies to questions about how to request prescriptions. When will the online appointments be working?
Visited March 2023
Review titled PARKWOOD SURGERY
Replied on 20 April 2023
Dear Mrs Brooks Thank you for taking my call on Thursday, 13 April 2023 During our conversation, we discussed certain changes that the practice was implementing after 5 to 6 months of preparation, informing patients via emails, updates on website, our PPG website and in person. Pharmacies were equally made aware through Letters. Parkwood Surgery has been reviewing our operational system given the volume of work that our back-office staff process on a daily basis. The repeat prescription request process was one of the areas that the practice assessed. By patients registering for the Patients Online Access, patients will have 24/7 access to services that the practice provides such as: - Repeat prescription request. - View test results - View medical records. The benefits of patients using the online services minimise the need for patients to call the practice. This helps to reduce or eliminate the queues on the phonelines and also frees staff time to complete back-office support work. Around November 2022, the practice increased the number of staff on its phone lines during peak hours, but during periods of staff absences, the waiting time may be longer than usual. With unplanned absences, it is difficult to arrange for cover. But with the practice’s Online Consultation platform called AccuRx, patients no longer need to call the practice. AccuRx can be accessed via. – www.parkwoodsurgery.nhs.uk - where patients are able to contact the practice by submitting requests for medical needs and administrative queries. The practice has up to 48 hours to respond to the patient. The practice will contact patients who submits medical requests that are urgent on the day. Our Patients Participation Group, Friends of Parkwood have been pivotal in helping to communicate the current changes in the practice to our patients at larger and have created an informative leaflet which can be found on their website – www.friendsofparkwoodsurgery.com We will be very grateful, if you can help share with friends and families, the positive changes Parkwood is making in our operational systems to help foster an efficient and effective service all round. Augustina Badu Practice Manager
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Review titled Unable to call
Rated 2 stars out of 5
by Anonymous - Posted on 21 March 2023
I have been calling them 7 times ( more than 40 min) but no answer. Unable to book an appointment for my son. Very poor service. I miss my old GP in Kings Langley where we were supported so much more.
Visited March 2023
Review titled PARKWOOD SURGERY
Replied on 13 April 2023
Dear Patients, Please accept our sincere apology for giving you cause to make a complaint. In November 2022, Parkwood Surgery increased the number of staff taking calls during peak hours both in the morning and in the afternoon. The practice continues to review our operational processes to find ways to provide an efficient and effective service to all our patients. There comes a time when nature takes over which is beyond our control. There are periods when staff have been off sick and with the nature of the work of a practice, it is not easy to pluck in extra hands by taking agency staff. The remaining staff then try all their absolute best to try and continue to maintain services. In addition, the demand on healthcare within the NHS continues to increase and as such, NHSE is supporting practices to find innovative ways to maintain clinical care. One of such innovation, is our online patients triage – AccuRx - which patients can access via our website -parkwoodsurgery.nhs.uk. Through this platform, patients can submit medical requests and admin queries which the practice will respond to within 48 hours. We have clinicians dealing with all medical requests which includes same day appointments. If the GP reviews your submitted medical request and identifies that it is an emergency, we will contact you the same, otherwise you will be contacted within 48hrs. Parkwood Surgery is encouraging patients to sign up for our Patients Online Access which gives patients’ 24/7 access to request for repeat prescription, view medical records and pathology results. This releases our back office support staff who, manually inputs daily on average 300 - 400 individual repeat requests made via emails or website, to help take calls and other tasks needing to be carried out in the back office. Parkwood Surgery invites all patients to work with us on this journey to improve on efficiencies and help to build a service that provides and meets the needs of patients. Our Allied Professionals – Physios, Mental Health Nurse, Health and Wellbeing Nurses, Clinical pharmacist, Nurses and our GPs are all waiting to provide you the care you need.
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Review titled Terrible
Rated 2 stars out of 5
by Anonymous - Posted on 08 April 2023
I waited on the Phone 90 mins trying to book an appointment, only to be cut off . I still haven't been able to book an appointment with my doctor! Suffering with depression this only makes my illness worse.
Visited March 2023
Review titled PARKWOOD SURGERY
Replied on 25 April 2023
Dear Patient Please accept the sincere apologies of Parkwood Surgery for the experience you had. As we are unable to contact you, please kindly visit our website www.parkwoodsurgery.nhs.uk and submit a request via our Patient Online Consultation Platform - AccuRx and we will contact you on receipt of your request. Our telephone lines and the number of staff taking calls were increased last year to help reduce the waiting times. Parkwood Surgery is going through a transformation stage to improve on our operational systems. The promotion of Patients Online Access and Patients Online Consultation - AccuRx - gives patients the benefit of using the patients' online self-services. These online self-services eliminate the need for patients to call the practice, but the practice will contact patients to process the health and medical care needed. By reducing the number of patients calling the practice, it is hoped that queuing on the phone lines will be a thing of the past. Our Patient Participation Group - Friends of Parkwood has been supportive in the transition period of the changes Parkwood Surgery is rolling out. It is hoped that with the partnership of all our patients, this Practice will continue to provide the efficient and effective care it has always provided. ----- Kindest Regards Augustina Badu Practice Business Manager