Everest House Surgery
Everest House, Everest Way, Hemel Hempstead, HP2 4HYContact details and opening times
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Reviews
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Review titled Used to be good, but now terrible
Rated 1 star out of 5
by Anonymous - Posted on 07 December 2022
You have to listen to 3 minutes of automated waffle on the phone before you even get the options to direct your call. Then you're lucky if the phone is answered within 20-30 mins. After that you get sighed at by the person answering the phone as if you're interrupting their day. Zero customer service skills. The automated message cheerfully tells you that "you can now book online appointments online" but there are never any available. There's a small window between 08:00 and 08:02 where you might be lucky to get one. You have no choice but to ring and listen to the message telling you to book online... When you do manage to strike gold and get an appointment it's usually just a telephone consult. I haven't been able to see a GP in the flesh for over three years. The GP I've had for the last 20 years has now left the surgery and the GP I've been assigned only seems to work three days a week. I've often made routine medication requests, as agreed by my GP, only for those requests to be denied. When queried, I'm asked to submit it another request with more information - information that's already on my medical record! The most recent example was being denied anti-anxiety medication for travelling which I've had for on many occasions. I'm autistic and find travelling away from home incredibly stressful. Small dose of anti-anxiety medication helps enormously and has been something my GP has provided 2-3 times per year for years. My most recent request was denied and I was sent a SMS message with links to private courses (£90) for fear of flying. Didn't know EasyJet could cure autism... I've been forced to go private multiple times in recent months because the care provided via my GP just isn't there. When I was formally diagnosed with autism, the GP on the telephone consult (because that's all I could get...) told me not to bother going via the NHS for help as it's pointless. Great... I can quite understand why A&E is swamped if this surgery is an example of others around the country. If you have alternative options, I'd go there instead and avoid Everest. It was just about acceptable pre-Covid. It's woefully inadequate now.
Visited December 2022
Review titled Everest House Surgery
Replied on 14 November 2024
Dear Patient Thank you for your feedback. We’re genuinely sorry to hear about your experience and the frustrations you encountered. We understand how important it is to feel heard and supported, particularly when it comes to managing ongoing health concerns. The issues you’ve raised regarding phone access, appointment availability, and medication requests are certainly areas we have been working hard to improve. We recognise the strain the system placed on patients, and we are continually actively working on better ways to streamline access to services, we've updated our phone system and give patients the choice to decide whether they wish to be seen face to face or have a telephone consultation. We’re also committed to ensuring all patients, including those with specific needs, receive the appropriate care and support. We appreciate you taking the time to share your experience and sincerely apologise for any distress caused. Please know that your concerns have been heard and will be taken into consideration as we continue to improve our services. Kind regards Lisa Flaherty Practice Manager