Berkhamsted Surgery, part of Rothschild House Group - Ratings and reviews
Reviews
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Review titled Very caring
Rated 5 stars out of 5
by Julia - Posted on 13 May 2024
The team supported my father at the end of his life answering our emails and texts questions quickly and honestly and impressive liaison with the local hospice making the situation easier to manage.
Visited May 2024
Review titled Berkhamsted Surgery, part of Rothschild House Group
Replied on 14 May 2024
Julia, Thank you for your kind review, and please accept our sincere condolences for your loss. Hopefully we made this sad situation a little easier for you. Steve Sharpe Practice Manager
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Review titled Much better than expected
Rated 5 stars out of 5
by Chris - Posted on 13 March 2024
I recently asked for a copy of my Mother In Laws medical records using a Lasting Power of Attorney. I expected a long drawn out process verifying the Last Power of Attorney then waiting for the records. I couldn't have been more wrong, 300+ pages of medical records in electronic format received in about a week. Thank You,
Visited March 2024
Review titled Berkhamsted Surgery, part of Rothschild House Group
Replied on 13 March 2024
Chris, Thank you for your review. I'm glad we were able to help you quickly, but hopefully this is something that you will experience all the time with us. Steve Sharpe Practice Manager
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Review titled Poor service
Rated 1 star out of 5
by Anonymous - Posted on 12 February 2024
Trying to book an appointment with a nurse after receiving a text from a doctor at the practice to do so for blood pressure check and blood tests following recommendation from my optician who identified arterial embolus in eye, who said it was urgent to get this checked. I’m face to face with a receptionist at the surgery, I show her the text I received from the doctor. First thing the receptionist says ( her positioning statement) is our two nurses are so busy there’s enough for them to be working 48 hours every day. I say well you could get some more nurses. Then she says the earliest appointment is in one weeks time. As a patient, I don’t believe this is a good enough service from my doctors. I decide to leave. The surgery then sends me a text suggesting I go to Hemel Hempstead hospital instead. My view is Rothschild House Group is abdicating responsibility for its patients by pushing them away because it’s not properly resourced and organised to provide proper treatment for the number of patients on its NHS list that it is no doubt receiving NHS funding for. I’m not at all impressed.
Visited February 2024
Review titled Berkhamsted Surgery, part of Rothschild House Group
Replied on 16 February 2024
Thank you for your feedback, where you also contacted directly on 13 Feb, the day after. I understand we immediately tried to contact you on 2 occasions on the 13 Jan to resolve any concerns, but after emailing you were able to speak to you on the 14 Feb, where the situation was resolved to your satisfaction. This NHS Review being posted on the 12 Feb. Notwithstanding, please accept our apology for the over exuberant language used by our Patient Service Coordinator (PSC), which we accept was unhelpful. I understand the GP asked you to obtain a ROUTINE blood test and Blood Pressure (BP) check (routine generally means within 2 weeks), prior to making an appointment with them. An appointment was offered 7 days later. We appreciate though that any medical issue will cause concern/anxiety and that you will have wanted this to have been resolved as quickly as possible. Following our call with you, we were subsequently able to offer you an appointment on the 15 Feb due to an earlier cancellation. Following our review of your concerns, we noted that the PSC could have asked you to obtain a BP check from our waiting room BP machine, and then been able to offer you an earlier appointment to have a blood test only in a shorter appointment. We have reminded our PSC Team of this option where the GP has not specifically stated that the BP checked needed to be with one of our nurses. Our local hospitals all provide a phlebotomy service that are used by all GP practices. Occasionally when we have no spare appointments due to peaks in demand, we direct patients to the hospital for their blood test, the results of which are sent to your GP. This ensures that we are able to continue to provide the high standard of care to our patients by working together with our sister NHS services. It is of note that many GP practices no longer provider their own Phlebotomy service and direct all of their patient to use the hospital phlebotomy services - we are proud to be able to continue to provide our own in-house service for our patients. I can provide you with the confidence that we have a fully compliment of GPs, nurses and other clinical staff, but occasional high demand does mean that we can't offer routine appointments immediately. As with all resources, we need to ensure these are used efficiently to ensure ensure we are able to delivery the best possible care to our patients on a medical needs basis. I am sorry that you experience with us on this occasion did not meet your expectations, but hopefully the timely manner in which we addressed and resolved your concerns to your satisfaction will enable you to have full confidence in us and our services going forward. Steve Sharpe Practice Manager
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Review titled Great Service
Rated 5 stars out of 5
by Anonymous - Posted on 30 January 2024
I used the minor op service at the practice for a skin biopsy. The procedure was carried out quickly and efficiently by the doctor and nurse in attendance. This is yet another example of the “patient first” culture that exists at Rothschild House. These added services alleviate the need to attend other clinics and make for an holistic approach to patient care. I have no hesitation in recommending this surgery.
Visited January 2024
Review titled Berkhamsted Surgery, part of Rothschild House Group
Replied on 30 January 2024
Hi, Thank you for your review and your satisfaction with our services, including our "minor ops". Steve Sharpe Practice Manager
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Review titled Brilliant care
Rated 5 stars out of 5
by Anonymous - Posted on 09 January 2024
Amazing care for our 7 year old son, getting us seen and treatment for what turned out to be a serious eye infection, really quickly. Also for me coincidently needing advice at the same time - all dealt with with care and efficiency. Thank you.
Visited December 2023
Review titled Berkhamsted Surgery, part of Rothschild House Group
Replied on 09 January 2024
Hi, Thank you for your kind review, which we will pass on to our staff. Hopefully your son is on the mend. Steve Sharpe Practice Manager
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Review titled Great Help
Rated 5 stars out of 5
by Kay Porter - Posted on 01 December 2023
Got an appointment when I needed one with my doctor who was very helpful indeed also appointment with the nurse to unblock my ears. I don’t like to bother the surgery unless I have to but I cannot fault the practice with how helpful everyone has been when I have needed tham
Visited November 2023
Review titled Berkhamsted Surgery, part of Rothschild House Group
Replied on 06 December 2023
Kay Thank you for your kind review, which we'll pass on to our staff. Steve Sharpe Practice Manager
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Review titled Outstanding
Rated 5 stars out of 5
by Sandy Jarrett - Posted on 16 November 2023
We cannot praise the service we receive from the practice highly enough. The eConsult system has been responsive and effective - questions are answered quickly and action to resolve issues has been timely. Every person we come into contact with from the Patient Services team through to our GP have given a level of care and attention that far exceeds expectations and have been truly outstanding. Our thanks go to the whole team.
Visited November 2023
Review titled Berkhamsted Surgery, part of Rothschild House Group
Replied on 16 November 2023
Sandy, Thank you for your kind review, which we'll pass on to our staff. Steve Sharpe Practice Manager
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Review titled Impressed
Rated 4 stars out of 5
by Jacqueline R - Posted on 24 September 2023
I recently used the EConsult form for the first time for a new ongoing condition. I was very impressed to receive a reply within an hour to say doctor had written a prescription and it would be ready for collection. It certainly saved time waiting for reception to answer the phone and be left on hold, which is one of the downsides to this surgery. Otherwise I have found the staff and doctors to be very helpful in these difficult times.
Visited September 2023
Review titled Berkhamsted Surgery, part of Rothschild House Group
Replied on 25 September 2023
Jacqueline, Thank you for your review, and that you had a good experience with our eConsult. The eConsult allows patients to submit their medical or administrative issue to us directly without the need call us or visit the Surgery. Demand on our services has significantly increased (on average we see every patient over 4 times a year) so that we can have up to 80 patients calling us at any one time. As you will appreciate it is not possible to answer this number of calls immediately within the resources we are funded for. This is the same essentially for all surgeries. We are though working to manage this as efficiently as possible: - eConsult. - improved phone system, with free call patient callback. - GP Triage of medical requests. - to smooth the demand through the day and avoid the "8am rush" by reminding patients that that all medical issues are reviewed on the basis of clinical need. Therefore a call at 4pm receives the same priority as a call at 8am. - increase in clinical staff - Mental Health Nurses, Paramedics, Physician Associate, Physios etc, to support our GPs. - signposting and education of patients to other more suitable health areas: community pharmacies for minor ailments, Talking Therapies self referrals for example. - information to patients so they can use "self help" for minor issues. Steve Sharpe Practice Manager
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Review titled Slow, difficult, uncaring
Rated 1 star out of 5
by Anonymous - Posted on 21 August 2023
Impossible to get an appointment. Every time you call you will be waiting for at least an hour to which you will have a rushed call which will try to minimise the likelihood you will actually get a doctors appointment. I was calling just to get more of the pill which is hardly an unusual request, I got told the wrong information twice. I was told to go straight to the pharmacy which was wrong , I was then told to pick up my prescription from the doctors surgery which was wrong. I then asked for them to give me a text when it was confirmed they had sent my prescription to the pharmacy successfully and they said that it was impossible.
Visited August 2023
Review titled Berkhamsted Surgery, part of Rothschild House Group
Replied on 22 August 2023
Hello, We are very sorry that you experience was not what you would normally expect from us. It would be very helpful if you were able to provide us with your details so we can review your call with us and any corrective action can be taken - please use our eConsult (admin form). Notwithstanding: - Unless an annual review then normally an appointment is not required for additional contraception medication, or we will send you a simple health questionnaire to be completed. A request can also be submitted by the patient for a new set of repeats via our eConsult. - At peak times there is a high demand on our phones. During August we have reduced staff numbers due to the holiday season. We offer a free call back option, so patients don't have to wait on the phone. - Urgent requests are triaged by a GP. Any issue that is medically urgent will be seen the same day. If less urgent, the GP will direct whether the patient should see their usual GP within a few days or if it is more routine. - For dispensing patients, our dispensary will send a text when the medication is ready for collection. If using a Community Pharmacy, then this is a service many (but not all) also provide. We are unable to send patient texts when their medication request is sent to a pharmacy as this is an automated electronic process - the GP authorises the request and is sent electronically via the NHS System to the selected pharmacy. Steve Sharpe Practice Manager
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Review titled Understanding staff
Rated 4 stars out of 5
by Anonymous - Posted on 07 August 2023
I attended a one-off appointment recently & I am grateful for the care received from the GP. She was friendly, approachable & responded to the medical issue promptly & sympathetically. I then had a follow-up call with a member of patient services who was extremely understanding to a request I made.
Visited July 2023
Review titled Berkhamsted Surgery, part of Rothschild House Group
Replied on 09 August 2023
Hi, Thank you for your kind review, which we'll pass on to our team. Steve Sharpe Practice Manager