Hereford Medical Group - Ratings and reviews
Reviews
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Review titled Excellent service
Rated 5 stars out of 5
by Amy - Posted on 13 March 2024
From the receptionist who called me back from my place in the queue who was very helpful to then the clinician I saw when I came, was so helpful, lovely and friendly and my experience was so positive. After only ever seeing the bad reviews, it's nice to have a good experience and be able to feedback on a fab service I received
Visited March 2024
Review titled Hereford Medical Group
Replied on 19 March 2024
Dear Amy, Thank you for taking the time to leave such a positive review of your experience. Your kind words are very much appreciated and will be fed back to our reception team. Many thanks, HMG
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Review titled waste of time and a totally broken system
Rated 1 star out of 5
by Stephen Taylor - Posted on 08 February 2024
Every time i interface with this group i have a very negative experience. Unable to get gp appointments. What they seem to forget is when you ask to see a doctor you are ill now not in 20 days time. my latest one is I was 1 hour late for my appointment for a simple blood test and ecg (booked me at a different surgery I have never been to before some 8 miles away, passing 4 hmg surgeries to get there, . i apologised and the unfriendly reception gave a curt negative response - you have missed your appointment so you will have to re-book in 20 days time at (another surgery i have never been to). i was not asked why i was late or given any other option. the impact is another 20 days followed by another long wait (20 days+?)to get the results and then to book to see a doctor (or will it be doctor google and a medic?). this is the third time this has happened (not me being late) If i had an option of going elsewhere other than this medical group i would. the motto of the group must be "Leper heal thy self and don't bother us" even this software package does not accept accept capital letters such as gp or hmg!!
Visited February 2024
Review titled Hereford Medical Group
Replied on 15 February 2024
Dear Stephen, Thank you for taking the time to leave this feedback. We are sorry to hear that you arrived one hour late for your appointment. In common with most GP practices, we have a protocol in place for how we deal with patients who do not arrive on time. Unfortunately where patients arrive so late, it is not always possible to accommodate them. You have stated that you were attending for a blood test and ECG and it may be helpful for you to know that these are not short appointments and are in fact 30 minutes in length. This means that it would not be possible to slot you in between other patients without causing inconvenience to other patients. I am sorry that you found that the receptionist that you spoke to was not as helpful as you hoped. In your comments, you also mention your concern about access to appointments when you are unwell. There is extremely high demand for General Practice appointments across the country at the moment and so all our routine GP appointments are triaged by a GP to ensure that the patient sees the most appropriate clinician for their needs. We also offer appointments on the day for more urgent matters with a duty team available to see and treat patients. You will appreciate that due to patient confidentiality, we cannot respond in more detail on this site but we would be happy to do so. If you would like a more personal response then please contact us at hmg.complaints@nhs.net. Finally, it might be helpful to explain that you have written this on a web page that is managed by NHS England, and not by Hereford Medical Group. I understand your frustration about not being able to use capitals but as this page is not managed by HMG, unfortunately, we would be unable to assist you with any issues using capital letters here. Kind regards, HMG
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Review titled Continually disappointing
Rated 1 star out of 5
by Anonymous - Posted on 26 February 2024
Never able to get through on the phone. They are always ‘full to capacity’ and the line hangs up. Went through their online appointment application form process and was told I would hear back within 5 working days?! That was over a week ago. Went to use their online appointment form again and it is now ‘temporarily disabled’. How hard should it be to be able to contact your GP and make an appointment? I’m 24 weeks pregnant as well and this seems to make absolutely no difference. Finally, had a referral for a repeat prescription for medication for my son which they told me had expired two months after it was issued even though it was a repeat prescription?! Terrible service.
Visited February 2024
Review titled Hereford Medical Group
Replied on 27 February 2024
Dear patient, We are sorry to hear that you have experienced difficulty in accessing our services. Our online form is switched off outside of the usual surgery opening times to avoid any urgent requests being missed whilst the surgery is closed. We ask that patients continue to use 111 to access services outside of the usual surgery opening hours. I'm sorry that we are unable to provide any details that relate specifically to your experience as this review has been left anonymously, however, we would encourage you to contact us directly by emailing hmg.complaints@nhs.net so that we can look into the matter directly for you. Kind regards, HMG
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Review titled Disgraceful
Rated 1 star out of 5
by - Posted on 26 February 2024
I find hard to convey my frustration, anger, utter feeling of abdonment and disgust. I can not get anyone to help with my repeat prescription, the answer today was after hours of ringing, go and see your tech department at work to help you. Why is everything on line, that's fine if you are techie, but I need someone to answer a phone and process my prescription, or book an appointment. I spent hours either ringing the surgery, or going around in circles on line, only to be told it's easy. What an insult to the 36 years I have worked paying my taxes, to be thrown on the scrap heap. I have no one young to help me, so I am basically redundant in your surgeries eyes. I am switching surgeries as soon as possible.
Visited February 2024
Review titled Hereford Medical Group
Replied on 27 February 2024
Dear patient, We are sorry to hear that you are experiencing difficulty in accessing our services online. We would like to reassure you that you are not redundant in our eyes and we would be more than happy to provide you with some support around online access. Please contact us directly should you wish to arrange this. With regards to prescription ordering, we no longer offer this service over the phone. We do this first and foremost to ensure patient safety, and this is now standard practice at most surgeries. There are still many ways to order your prescriptions that don't require waiting on the phone. These include: * Via the NHS App * Via our website * By post to Station Medical Centre - your prescription will then be sent to your nominated pharmacy. * Drop it into the post box at the surgery entrance. * In Person by completing a prescription ordering form that is available in our reception areas. Kind regards, HMG
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Review titled Waste of time
Rated 1 star out of 5
by Anonymous - Posted on 16 February 2024
Called to make an appointment. Waited in line as they tell you loads of unskipable information. Finally get to options to press for reception to be told the are full to capactity. Why waste my time 2 minutes after opening for the day to be told your full to capacity and then you hang up. The merger of all the surgeries is the worst thing that has happened in hereford as medical help is now a joke and not fit for purpose
Visited February 2024
Review titled Hereford Medical Group
Replied on 26 February 2024
Dear anonymous, Thank you for taking the time to leave your feedback. We are sorry to hear that you have experienced difficulty in contacting us over the telephone to request an appointment. There is extremely high demand for General Practice appointments across the country at the moment and so all our routine GP appointments are now triaged by a GP to ensure that the patient sees the most appropriate clinician for their needs. We also offer appointments on the day for more urgent matters with a duty team available to see and treat patients. We would be happy to provide a more personal response and would ask you to contact us directly at hmg.complaints@nhs.net. Kind regards, HMG
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Review titled Excellent Service
Rated 4 stars out of 5
by Anonymous - Posted on 05 February 2024
Routine Annual HRT Review - booked easily using online form (the trick is to give plenty of notice and to be flexible). Booking in straight forward using self check in system. Called on time, Same Nurse as previously so good continuity of care. Thorough, friendly and efficient.
Visited February 2024
Review titled Hereford Medical Group
Replied on 08 February 2024
Dear Patient, Thank you very much for taking the time to leave such positive feedback. It's great to hear that you were pleased with the service offered. I will pass on your kind words to the teams involved. Kind regards, HMG
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Review titled Extremely substandard service
Rated 1 star out of 5
by Anonymous - Posted on 08 April 2024
Horrible unsafe practice as firstly extremely difficult to communicate to even the receptionist. Sadly the service instead of improving is getting worse day by day. If they can’t help the patients they should shut this practice. Had been requesting my brother’s safeguarding needs for the last year and a half nothing was done till he passed away last week . So difficult to contact even to get the death certificate. I am extremely disappointed and appalled by this GP surgery they should shut it down as it is not helping patients instead distressing patients and relatives.
Visited February 2024
Review titled Hereford Medical Group
Replied on 11 April 2024
Dear patient, I am very sorry to hear that you have cause for complaint. We take matters such as this very seriously and would appreciate the opportunity to investigate further. In order to do this, we will require more detailed information and ask that you contact us confidentially using the link below: https://www.herefordmedicalgroup.co.uk/contact-us Kind regards, HMG
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Review titled Absolute disgrace
Rated 1 star out of 5
by Anonymous - Posted on 26 January 2024
My daughter has been trying to make an appointment for the last few days. Ended up ringing 111, who told her to ring hmg back as an emergency. My daughter did this and the receptionist was rude and put the phone down without saying goodbye. Time this happened was 5 37pm on Jan 26th. My daughter after that experience was rather upset and so we rang 111 back and accepted a call back from one of their nurses. Appalled how the practice is now run and the rudeness of some of the staff.
Visited January 2024
Review titled Hereford Medical Group
Replied on 05 February 2024
Dear patient, Thank you for taking the time to leave us your feedback. I'm sorry to hear that your experience in contacting the surgery fell short of your expectations. Please could I ask you to provide us with some more details about your visit via the secure online form on our website so that we can respond to your concerns directly? Kind regards, HMG
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Review titled Practice communication needs improvement
Rated 3 stars out of 5
by Prof.Ronald Pennell - Posted on 06 January 2024
A very simple matter of filling in a date of birth on the Hereford Medical Group contact form is almost impossible it is so badly designed, instead of typing in the date in a moment you click onto a day month and year and try to scroll down and select. However each time it needs resetting so you are back to the beginning. It is the poorest and most time consuming method so one simply gives up…….please correct this matter. Thank you
Visited January 2024
Review titled Hereford Medical Group
Replied on 08 January 2024
Hi Ronald, Many thanks for getting in touch. We are aware of this issue and it is one of the reasons that we will be launching a new website in the coming months. Kind regards, HMG
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Review titled Excellent service
Rated 4 stars out of 5
by GMW - Posted on 08 January 2024
On 21 December 2023 I had been unwell for 4-5 days and with Xmas approaching decided to contact the surgery for advice. I filled in the online form carefully and was surprised and very relieved to receive a phone call from Hereford Medical Group within the hour and was then offered an appointment that very afternoon and was seen by a doctor at the designated time. Well done - I want to give credit where it’s due.
Visited December 2023
Review titled Hereford Medical Group
Replied on 09 January 2024
Dear patient, Thank you very much for your kind words, they are much appreciated. I will make sure that this positive feedback is passed on to the team. Kind regards, HMG