Larksfield and Arlesey Medical Practice - Ratings and reviews
Reviews
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Review titled Obviously not adequately staffed
Rated 1 star out of 5
by Anonymous - Posted on 05 March 2024
I completed a triage form at 8 am and finally got a text message at 6.30 pm saying no appointments left go to urgent care . My nearest unit is apparently QE2 Welwyn which I couldn’t get to . Absolutely appalling
Visited March 2024
Larksfield and Arlesey Medical Practice has not yet replied.
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Review titled Terrible admin delays and no one to speak to get an answer
Rated 1 star out of 5
by Anonymous - Posted on 08 April 2024
The surgery took more than 6 weeks to arrange a private referral and once seen by the specialist, they could not send the prescription because the surgery had not sent the GP summary. Had to attend 4 times in person till one sensible receptionist printed out the GP summary, got told that there is more than 6 weeks admin delay. Sending GP summary is 2 minute job. There is no way to contact secretaries as need to do a triage form but several weeks after completing the triage from I have not yet been contacted by the secretaries. Requested to speak to practice manager, again asked to complete triage from, again no one has contacted regarding my request to speak to the practice manager too. If the surgery is servicing more patients, then the team needs to be expanded to reflect the extra work. I was told they were a large surgery with 20,000 patients. There is a shortage of GP but there is no shortage of admin staff as far as I know. The admin delay is more than 6 weeks.
Visited March 2024
Larksfield and Arlesey Medical Practice has not yet replied.
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Review titled Disgraceful service
Rated 1 star out of 5
by Anonymous - Posted on 02 April 2024
I waited nearly an hour to get through to reception and explained I wanted to see or talk to a Doctor but was sent a text with a link to fill a form for 'Triage' I clicked on the link immediately and it said access was paused due to the limit had been reached. It asked to contact reception, which I did and waited over an hour again so I gave up. I did the same the next day and finally spoke to someone, they said click the on link. I did, filled the questions in and received a message with links to contact 111 or online advice. I still need to speak to a Doctor. I will be contacting my local MP/Councilor as this Surgery needs close until they can offer 'normal ' advice, either face to face or on the phone. I know most surgeries are bad but Larkfield must be the worst in Bedfordshire/Hertfordshire.
Visited March 2024
Larksfield and Arlesey Medical Practice has not yet replied.
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Review titled Excellent Service and Experience
Rated 4 stars out of 5
by John - Posted on 28 March 2024
I had an warfarin routine appointment for a blood test at Larksfield for 10.20 am, on arrival I was informed that it had changed to Arlesey. It was my fault for not checking my emails and only referring to the paper booking form I had received. However, poor interaction with the receptionist to try and recover the appointment was not helpful, I had missed my appointment and I was advised that I would have to rebook for the end of April or contact Lister Hospital for an appointment. I decided to walk back home and get my car and travel to Arlesey to see if they would help. The whole experience between the two surgeries could not be more different. The Arlesey receptionist and Medical Staff were very pleasant, helpful and understanding to my situation and took my blood sample and gave me a date for my next test. Thank You.
Visited March 2024
Larksfield and Arlesey Medical Practice has not yet replied.
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Review titled Honestly dreadful
Rated 1 star out of 5
by Keran Taylor - Posted on 07 February 2024
I’ve been trying to get an appointment for my 7 year old daughter for a while but the website is always closed by the time I get there in between getting ready for school and on the school run! Finally managed to get an appointment but it’s 3 weeks away? Also today, I was sat on the phone waiting for someone to pick it up for over an hour because my daughter has come down with an allergic reaction to one of the meds prescribed to her but again, no one answered and I’m forced to ring 111.
Visited February 2024
Larksfield and Arlesey Medical Practice has not yet replied.
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Review titled Shocking service
Rated 1 star out of 5
by Gabriela Janovicova - Posted on 23 March 2024
The GP referred my husband for Urgent referral to gastroscopy dept. It took the admin team 2.5 weeks to finally type up the referral letter and send it off. I went to a surgery and chased up the referral after one week only to be told that my husband is "not the only one". We decided to go private as the matter was urgent costing us over £2k. My husband then got a text to say that the referral was typed up after 2.5 weeks of the original app. It make us scared to get ill to be honest as the service is truly shocking.
Visited February 2024
Larksfield and Arlesey Medical Practice has not yet replied.
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Review titled Shocking service
Rated 1 star out of 5
by Anonymous - Posted on 17 January 2024
Takes an hour or more to get through. They then tell you to goto a website to chase up. But tell you the wrong button to click. The receptionists don't listen to you, probably a training issue along with being overworked. I find this surgery shocking and I can't wait to move house to try another surgery which will be better, there's no way anywhere else could be worse.
Visited January 2024
Review titled Larksfield and Arlesey Medical Practice
Replied on 22 January 2024
I am sorry to hear you feel you had a challenging experience with our reception team. Unfortunately as your review is anonymous i am unable to investigate this further to identify the staff who may require further training .If you would like to submit a complaint which will enable to do so please download a complaints pack from our website or call into the surgery to complete one. Its helpful if we have times/ dates and the number you called from . Our reception team are currently undergoing training and we do hope you feel there is an improvement in the service going forward .
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Review titled Misleading advice/information
Rated 1 star out of 5
by Anonymous - Posted on 22 January 2024
Having tried for several weeks to get an appointment via the online triage system, which on every occasion stated that capacity had been reached,telephone calls which were not answered and visits to the practice,where the advice was that you could not make an appointment, I visited the practice again today. I was told that the only way that I would be able to submit a request would be to go on line at 8am or (in their words) you had no chance. When I refered to a notice which stated among other things; Make requests in your own time/Send a request into your GP practice, I suggested that this message was very different to what I was being told and in your own time did not mean at 8am. Still adamant the only way was an 8am submission I argued that 8am was not possible for everyone and provided examples; people at work/ traveling to work, parents getting children ready for school, to name but a few. Those of us unable to message at 8am are totally disadvantaged and being treated unfairly in my opinion. I left with my tail down but did make a later call to the surgery (which was answered) to be told the same thing about the 8am submission. At this point I was asked if I would like to speak to a paramedic ( I wasn’t sure why) which I happily accepted but this offer was then withdrawn. Advice and information at the practice differs from person to person and often I am told something that is not entirely true until I challenge. I have always been polite, calm and as factually correct as possible I believe, when inside I am sad frustrated, somewhat damaged and at times almost broken. I and many others are fearful for not only our own health but that of friends and family.
Visited January 2024
Review titled Larksfield and Arlesey Medical Practice
Replied on 05 February 2024
Im sorry to read that you are unhappy with our services. We have recently extended our triage submissions so that we can accept more on the day. Having moved over to the new service in August we needed to cap the service initially to ensure we were able to meet demand safely and train staff appropriately. We do hope you have now obtained an appointment however if you havent please contact our reception team who will be able to help you
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Review titled Disappointing service.
Rated 1 star out of 5
by Anonymous - Posted on 18 January 2024
Was on the phone for over half hour to being told you can't book an appointment over the phone anymore, and told me I had to complete a medical triage form but the time I go onto it they said they were fully booked for the day and to try again tomorrow. I finally got an appointment a week later but they cancelled the appointment so I had to call up again for them to tell me I had to complete another medical triage form. Just feels like a complete waste of time and the staff are so rude. Probably one of the worst surgery’s I have ever been to!
Visited January 2024
Review titled Larksfield and Arlesey Medical Practice
Replied on 05 February 2024
Thank you for your feedback , i can see that this must have been a stressful experience for you .If in unavoidable circumstances we have to cancel a clinic you should be contacted with a new appointment and not asked to complete another triage form. I will ensure that the team are reminded of this process to avoid other patients having the same experience
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Review titled Avoid this practice
Rated 1 star out of 5
by Anonymous - Posted on 25 January 2024
Arlesey Medical Centre was always a really good practice until the beginning of last year. You can never get an appointment on the day even if you in the queue spot on 8am. My daughter (age 10) needed an appointment and they were not able to help for 2 days. I called 11 which told us to go to Bedford Urgent Care. She was treated there but if symptoms didn't improve, I was told to go back to the GP. 4 days later, I tried to call as symptoms didn't improve and I have tried every day at 8am to log onto the link to complete a triage form but the service is not available every day for the last 5 days. I have taken my daughter to Qe2 who did various checks and said that she needs to be referred to paediatrician but this will need to be done by GP surgery. Call the GP surgery, they are still not able to confirm an appointment. What do you have to do get help? I feel so sorry for the reception staff, I can only imagine the verbal abuse they will be getting off the back of this 'new' process that doesn't make any sense at all.
Visited January 2024
Review titled Larksfield and Arlesey Medical Practice
Replied on 05 February 2024
We were sorry to read your feedback our triage form has been open at 8am each day we do hope you have been able to access this as we have increased the amount of requests we are able to manage recently . If you haven't please do contact our reception team who will be able to help you