Abbey Road Surgery
63 Abbey Road, Waltham Cross, Hertfordshire, EN8 7LJContact details and opening times
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Reviews
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Review titled Not Impressed
Rated 1 star out of 5
by Anonymous - Posted on 04 July 2023
I am a new patient and are 74 and housebound. There is a waiting time of at least 1/2 to an hour for a phone to be answered. I was told to email Blood pressure readings to the practise and nowhere can I find an email address - one wasn't offered and receptionist was impatient to end the call, more or less cutting me off I have been registered for online services but when I entered details I was told there was an error and to contact the practise which has a phone waiting time of an hour. I get that the staff are under pressure but even so a little patience/compassion for an new elderly patient would help. I had to register with a practise as I moved home and honestly I wish I had chosen another one.
Visited July 2023
Review titled Abbey Road Surgery
Replied on 20 August 2024
Dear Patient Thank you for your comment. All comments are taken seriously and used to learn where we can make improvements. Apologies if you felt you did not receive the quality of service you would expect to receive. On a daily basis, we received between 250 to 300 phone calls a day, depending on what time of the day you call, wait time could vary. We also have internal system pop up alerts to notify the care navigators for things such as if a patient is house bound, has dementia, has learning disability, etc, this enabling our care navigators to deal with the patient more effectively. Whenever we request a patient to email any information and if the patient does not have our practice email address, we send it to the patient via a text message. Unfortunately, patient must mention to us if they do not have the practice email address, we would not automatically send a text message with our practice email address. Online services, the login details are created by the system and same information is given to the patient. Without looking at the error message and further investigation, we are unable to comment any further. To improve your future experience with us, please see our practice website with information on our practice policies, procedures such as appointments, repeat prescription, DNA, etc. If you would like to discuss this matter further, please do not hesitate to contact the practice manager. Kind Regards Abbey Road Surgery