PARKWOOD SURGERY
Parkwood Drive Surgery, Parkwood Drive, Hemel Hempstead, Hertfordshire, HP1 2LDContact details and opening times
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Reviews
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Review titled Awful Practice
Rated 1 star out of 5
by Anonymous - Posted on 02 June 2023
Did an online request for appointment for my baby, contacted 2 days later and asked to come in, came in and doctor said they needed to be set up to sterile to help or the nurse could help but nurse wasn't there, then told to make an appointment to come back to see another doctor and then get a text message from the doctor telling me they can't help us for a minor procedure. Just awful as the doctor I originally saw said they or a nurse could help us if tje room was sterile now told us cant be helped at all.
Visited June 2023
PARKWOOD SURGERY has not yet replied.
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Review titled They mess you around
Rated 1 star out of 5
by Will - Posted on 06 June 2023
When I was young, you rang or went in and booked an appointment. You might have waited a while for it, but that was fine, because the overall process was quite painless. Nowdays it is a different story: 1. you ring them up, because their website says you should contact reception to book an appointment. 2. the Automated phone system gives you multiple choices where you press the number on your dial-pad for the relevant service. The robotic voice clearly states to press a certain number to book an appointment. 3. After an indeterminate amount of time on hold (I've had well over half an hour sat listening to the classical music and frequent "We're busy but please hold" reminders, a receptionist finally answers. 4. You tell the receptionist you wish to book an appointment (which they should already know, because you pressed the button the automated voice told you to press for bookings). 5. The receptionist then proceeds to explain how you just wasted the last half-an-hour, because bookings are not done over the phone anymore, and you should go on their website to fill out a contact form during office hours. (Not sure why it has to be during office hours -- what's the harm in submitting the form at night and them seeing it the next day? isn't that the whole advantage of computers?) 6. You go onto the website to see a big disclaimer saying "This form is not for booking appointments". That's right folks, the form you get told to use to book your appointment is not for booking appointments. At this point you shake your head in disbelief, as they don't book appointments by phone, they don't book appointments by web form (despite telling you to use it to book an appointment) and they also don't book appointments in-person. 7. At this point I phoned the receptionist back up to explain that their web form is not for booking appointments -- it's only for enquiries -- and that their automated answerphone said it's perfectly Ok to book appoints by telephone, only to be told by the receptionist that I am mistaken?!? (Get her to ring the surgery up and hear what it says, then?) 8. Then called 111 to explain my situation, then when asked why I'm calling 111 and not my local surgery, explain how it's impossible to book an appointment with Parkwood. Then 111 tell they're sending a "Clinical Assessment" to Parkwood, and I need to call Parkwood's reception to let them know. 9. I call Parkwood's reception and get through faster this time, only to be told that there is no 'Clinical Assessment' showing up on their computer system, and to use the web form. Again, we're going in circles here. I get it, the Nhs is overworked, but I feel like they are making it difficult 'on purpose' for people to see the doctor -- maybe they're trying to filter out time-wasters by being difficult? Parkwood's Dr's are Ok, the real issue is their receptionists who lack professionalism and are just messing you around constantly. It's like they don't want to help people!
Visited May 2023
Review titled PARKWOOD SURGERY
Replied on 26 September 2023
Dear Patient Thank you for your detailed account of your experience with the practice booking systems. Please accept our apology for the experience you have had. At the time of introducing Online Patients Triage, the welcome message was also changed to inform patients that all emergency appointments were required to be submitted online. I am sorry if this message was not noted when you initially got through then to be informed by our receptionist that you needed to submit your request online for urgent appointments. However, all routine appointments are made on the phone. Due to practice resources the capacity to deal with round the clock submission is not feasible and patient safety is always paramount. If one has a condition that was urgent when the practice is closed, the ideal course of action is to call 111 or attend an urgent care centre. There has been situations where patients who have had chest pains in the weekday or weekend waiting till the practice opened in the morning or on Monday to book for an appointment when the NHS has in place, medical care services within the community to attend to the care of everyone. The Patient Online Triage provides two options: Medical submission for urgent medical needs Administration submissions for administrative requests. For an example for a sick note that is only if you have already been accessed by a GP before. New requests cannot be submitted by this method. With the ever-growing demand on GP Practices, automating aspects of practices services is to help patients to access care and also to help practice staff to manage the workload that is required to be done within practices. Our Reception/Admin staff are working tirelessly to service all patients and they also are having to go along with the changing face of operational systems within the NHS transformation agenda. Please do call me, the Practice Manager, during working hours if you wish to discuss your concerns further demand on GP Practices, automating aspects of the services is help patients to access care and also to help practice staff to manage the workload that is required to be done within practices. Our Reception/Admin staff are working tirelessly to service all patients and they also are having to go along with the changing face of operational systems within the NHS transformation agenda. Please do call me, the Practice Manager, during working hours if you wish to discuss your concerns further. Many thanks