Berkhamsted Surgery, part of Rothschild House Group
Victory Road, Gossoms End, Berkhamsted, Hertfordshire, HP4 1DLContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Telephone Appt: 3hrs late - Still waiting for the call!
Rated 2 stars out of 5
by Anonymous - Posted on 05 June 2023
I had called the surgey for telephone appointment which was book for the 2nd June - a text message was then sent to me - advising the appointment had been re-booked (later) to the 5th June 2023 @ 2.40pm! As the time is now 17.20pm - my appointment is now nearly... 3hrs overdue. Really poor service, very poor courtesy and really, quite rude. Not impressed.
Visited June 2023
Review titled Berkhamsted Surgery, part of Rothschild House Group
Replied on 09 June 2023
Thank you for your feedback. We are unable to locate any appointment on 5 June @ 2.40pm that are not accounted for; or any appointment on 2 June that would also were rescheduled that fits the criteria you mention. Patients will receive a text reminder the day before and telephone appointments are called within a very short time of the allotted time. So it looks like there was no appointment on our system for the date/time given for you. To identify why this happened and whether it was an IT issue, booking issue or a misunderstanding so the booking was not made, I would be grateful if you could contact the surgery and give your details - from this we can search the system and also review any telephone calls made to you. Please accept our apologies for any perceived poor service, but as I hope you can see that was not due to any clinician delaying their call back to you, but a problem that occurred with your rescheduled appointment booking. If you can assist us to get to the bottom of this, it would be most appreciated. Simply submit an eConsult Admin feedback from our website homepage, mentioning the above and for my attention. Steve Sharpe Practice Manager
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Review titled Could be a great practice
Rated 1 star out of 5
by George - Posted on 28 June 2023
I did not like the manner in which staff spoke to me when there was mistake with an appointment. It took many phone calls and eventually nothing was resolved, but the Practice was happy.
Visited May 2023
Review titled Berkhamsted Surgery, part of Rothschild House Group
Replied on 29 June 2023
George, Thank you for your feedback. Please accept our apologies if the service you received from us was not the high level you would normally experience. We aim to resolve issues as quickly as possible and to the individual's satisfaction, but occasionally issues either need further investigation that takes a little more time or the result may not be fully to what the individual wants - which I understand is what may have occurred here; though we always explain the reason fully and look to reach an agreed compromise where this is possible. Steve Sharpe Practice Manager