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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Help others by sharing your thoughts and experiences about Berkhamsted Surgery, part of Rothschild House Group.
Reviews
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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
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Review titled Great experiance
Rated 5 stars out of 5
by Anonymous - Posted on 28 June 2023
I attended a minor Ops appointment recently and was very impressed at the level of service provided I was called in straight after I checked in (which was good because I was nervous) and the nurse was so friendly, really put me at ease and took my mind off things. The doctor was very clear and seemed very efficient Since my original doctors surgery closed a few years ago and merged with this one it's been very good. Parking can be a little tricky at times but overall it's a good surgery and I left very satisfied after my last visit
Visited June 2023
Review titled Berkhamsted Surgery, part of Rothschild House Group
Replied on 29 June 2023
Hi, Thank you for your kind review, and that you are very happy with the service you have been receiving from the Surgery. We'll ensure this is passed on to our staff. Steve Sharpe Practice Manager
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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
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Review titled Very Impressed
Rated 5 stars out of 5
by Bethan Chamberlain - Posted on 12 April 2023
I’m sad I’m not allowed to name individuals in this review as there are several people I feel should be acknowledged. The first was in patient services- she went above and beyond to help me and was polite and friendly. The second is my doctor who has been great with telephone appointments in the past but I met him at my baby’s 6 week check and he’s just as brilliant in person. Lastly the practise nurse I saw today for my baby’s 8 week jabs- she was sympathetic and didn’t rush us at all but was incredibly efficient when it was needed. All in all an excellent practice especially given the pressures the NHS is currently under. I feel myself and my family are in very safe hands and I’m incredibly grateful for that.
Visited April 2023
Review titled Berkhamsted Surgery, part of Rothschild House Group
Replied on 13 April 2023
Bethan, Thank you for your kind review, which we will pass on to our staff. Steve Sharpe Practice Manager