Village Surgery - Ratings and reviews
Reviews
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Review titled Excellent experience
Rated 5 stars out of 5
by lindsay fraser - Posted on 29 January 2024
Made a GP appointment for a couple of issues. Did the online consult and had a routine face to face appt made to attend - very efficient. GP was excellent, very caring and knowledgeable. Did not make me feel rushed at all, even though I was aware when I had used up my 10 minutes and stood up to leave - and asked me to sit down to have a BP check - extremely thorough and also managed to cover 3 issues in my appointment time, even though I was apologetic for this. Reception staff were very helpful and had warned me there was likely a short wait, which I had no problem with as NHS staff are very stretched and it is hard to do the required job in the short timeframe given - I was happy to wait and felt very listened to when my time came. Thank you for the excellent service you provide, feel fortunate to have such a caring GP and surgery.
Visited November 2023
Village Surgery has not yet replied.
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Review titled Steadily declining
Rated 2 stars out of 5
by Anonymous - Posted on 21 August 2023
Until very recently I always had a positive experience of the Village Surgery, although thankfully I'd only had to use it occasionally in the 20 of years I've been registered there. A few months ago I needed to see a doctor and went online and filled out the econsult form. 2 days later I got sent a link to make an appointment, but in the whole week the link was live only one appointment time showed up, which I couldn't make. I was trying the link several times, every day. Once the link stopped working I tried calling to make a booking, but never managed to get through despite several attempts, by which time my symptoms had improved, so I gave up. Last week I tried calling directly, given the previous econsult experience, but after 4 attempts and waiting over 20 minutes each time (over 40 minutes when if started out 2nd in the queue) I gave up and completed another econsult form. 4 working days later, I haven't heard back yet. Thankfully in the meantime I was able to pay a pharmacist for a consultation and then a course of antibiotics, so no longer need a doctor's appointment, but not everybody can afford to do this and what if it's something that can't be cured with antibiotics? I'm amazed at how quickly a service can go downhill.
Visited August 2023
Village Surgery has not yet replied.
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Review titled Automated services are lacking
Rated 3 stars out of 5
by Anonymous - Posted on 08 April 2023
When you call on the phone there are two very long messages by the practice manager, the second one repeats alot of the first. You then can sit on the phone gor a very long time even if you are number 1 in the queue. Econsults are no better, sent a request recently begini g of the month, 6 days later not even been acknowledged even though they are meant too do so within 48 hrs. GPs are good when you can see them, receptionist is like a wet blanket!
Visited April 2023
Village Surgery has not yet replied.
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Review titled Problems with the appointments process
Rated 4 stars out of 5
by Anonymous - Posted on 04 October 2022
When calling for an appointment, an automated message urges us to book via the practice website. It's not easy to find the right one or to navigate it when you do. One page lists the restricted types of appointment you can book online; another asks for a keyword for the ailment but didn't recognise arthritis. So, you're obliged to go back and phone, blocking up the queuing system. I was then told no, I wouldn't be able to book an appointment online because the GP I'm registered with has just gone on maternity leave. [How was I to know?/ was her maternity leave not scheduled well in advance?/ couldn't the website have been updated?]. I'm writing this comment here because I couldn't find any email address for the surgery. [How many public organisations deny access to an email address these days? ] So, a suggestion, please: can the Village Surgery in Harpenden please invest in a better website and have it properly managed? This isn't rocket science and the current inefficiencies negatively impact on you and your patients - the waiting times by phone are extraordinary, partly as a result of an online system that doesn't work & the absence of an email facility. A good clinical practice needs to review its patient-facing access, I suggest.
Visited October 2022
Village Surgery has not yet replied.