Fernville Surgery
Midland Road, Hemel Hempstead, Hertfordshire, HP2 5BLContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled The reception phones always seem to be off the hook
Rated 4 stars out of 5
by Pip - Posted on 12 April 2023
Not quite sure why things have changed at reception. The reception phones always seem to be off the hook these days so you continually get the person is on the phone and call back. It used to be you got held in a queue until it was your turn to speak to someone, now you waste your time phoning and getting the same old answer they are on the phone call back.Why?
Visited April 2023
Review titled Fernville Surgery
Replied on 13 April 2023
Thanks for your question, Pip, I'm pleased to say that we are already working on the installation of a brand-new phone system to replace the current equipment, which is nearly 20 years old. The guys have been in the surgery installing cabling this week. The new system has much greater flexibility to manage call routing - and queuing where necessary. Hopefully, you will see an improvement when this work is complete. Our receptionists are working very hard at the moment, helping the doctors manage our new online booking system. Whilst this allows the doctor to serve a greater number of patients, it has increased the number of outgoing calls our receptionists need to make. This is one reason we are investing in technology to help them in their work. Thanks for getting in touch. Best regards Mark
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Review titled Hard to get an appointment. Copy/paste responses from staff.
Rated 1 star out of 5
by Anonymous - Posted on 10 March 2023
I've been trying to get an appointment for my daughter. To get an appointment you're forced to fill out an online form, which I did. I got a stock copy/paste response from a doctor advising to either rest and take painkillers or go to the hospital. Which is something anyone, even without a medical degree, would have figured out. When I call the reception the staff pick up the phone and immediately hang up just to stop it ringing. If the job of this surgery is to see as few patients as possible and just pass the problem onto someone else what's the point of giving them funding? You're better off going elsewhere.
Visited March 2023
Review titled Fernville Surgery
Replied on 13 March 2023
I'm sorry to hear you are unhappy with our service. It's certainly not our job to see as few patients as possible! I'm afraid I don't have an exact figure to hand - I'm unfortunately at home with Covid right now - but we see roughly 1,500 patients per week. I really do need the funding to employ the doctors and nurses who do this work! We must have some system to manage appointments, and you can see on these pages that we have received some very positive feedback regarding the new online system. One objective is to offer appropriate alternatives when a patient does not need to see a doctor. All requests received through the online system are properly assessed under the direction of the Duty Doctor, and medically appropriate advice is given. I don't have enough information to comment on your particular situation - and wouldn't do so on a public forum. But you are welcome to contact our Patient Services Manager, Mandy, if you would like a more detailed response. I'm sure she would be interested to hear about your attempts to contact us by phone. I'd be astonished if we have a receptionist who is cutting off live calls from patients. But there may be a problem with the phone system that we need to know about. Many thanks for letting us have your feedback and I hope this response is helpful. Mark Jones - Managing Partner
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Review titled Excellent Practice
Rated 5 stars out of 5
by David Rogers - Posted on 10 February 2023
It sometimes takes a while to get an appointment however when contact is made and if you are seen the staff and doctor are very friendly and professional giving enough time to deal with your concerns
Visited February 2023
Review titled Fernville Surgery
Replied on 11 February 2023
Many thanks for your comments. I'm delighted to hear you experience a friendly and professional service. You also make a very fair point about the time to get an appointment. Access to a healthcare professional is an issue for practices across the country, especially in winter when demand is high. We are working very hard to improve in this area, sharing ideas with other local practices. The new online service seems to be helping. As patients get used to this it will reduce the number of phone calls to the surgery, as well as providing easier access to the doctor or nurse. Thanks again! Mark
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Review titled Gp was very good
Rated 5 stars out of 5
by Peter david marsh - Posted on 07 February 2023
Really quick response went onto internet to book got seen on the same day really pleased .the GP sorted blood test and was very thorough, asking a lot of questions about my problem
Visited February 2023
Review titled Fernville Surgery
Replied on 08 February 2023
I'm really pleased we were able to help you so quickly. The online service seems to be working well, and improving access for patients. Thank you for taking the time to comment. It's really helpful to know how patients are finding the new arrangements. Mark
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Review titled Great doctors
Rated 5 stars out of 5
by Mrs sl males - Posted on 20 March 2023
Always so kind they have helped me a lot I always appreciate them go lovely nurses and staff and always willing to try and help you in any way I would never leave that practice
Visited January 2023
Review titled Fernville Surgery
Replied on 20 March 2023
Many thanks for your kind comments, Mrs Males. It's our pleasure to help you! I'll pass your message to the team. Best wishes. Mark
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Review titled Admin
Rated 4 stars out of 5
by Anonymous - Posted on 04 February 2023
I needed multiple forms and information to be filled in and sent back to me, this was completed within a few days, far quicker than i had anticipated, very efficient and made easy by managment
Visited January 2023
Review titled Fernville Surgery
Replied on 06 February 2023
Thank you for these kind comments. We have some great people in our administration team, working very hard to deal with a large amount of paperwork. I'm delighted we provided a good service for you. Mark
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Review titled always a quick efficient surgery
Rated 5 stars out of 5
by Anonymous - Posted on 12 December 2022
only great things to say about Fernville. very efficient and quick to respond used their online consultation today. got a call within 2 hours and an appointment offered within that hour. Nice GPs
Visited December 2022
Review titled Fernville Surgery
Replied on 13 December 2022
I'm really pleased you had a good experience with our new online service. And many thanks for taking the time to comment. Best wishes Mark
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Review titled Great practice
Rated 5 stars out of 5
by Paul croake - Posted on 13 December 2022
I have been a registered patient with Fernville for many years. I have always found them helpful and efficient. The Gps are extremely knowledgable and I have been treated with great care. I have found the receptionists extremely helpful and find them to go above and beyond for patients (even when the patients are being quite rude). Well done !!
Visited December 2022
Review titled Fernville Surgery
Replied on 14 December 2022
Thanks for this. I will share your comments with the team. I especially appreciate your very kind words about our receptionists. It's a very challenging job, and I'm proud to be responsible for such a caring team. Best wishes Mark
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Review titled Amazing service
Rated 5 stars out of 5
by Mrs Clark - Posted on 12 December 2022
Having had issues getting my daughters antibiotics after an urgent care visit did the new online form this morning, you text giving an appointment checked her over and resolved the issue stress free. Thank you so much I hope you all have a lovely Christmas and Happy New Year!
Visited December 2022
Review titled Fernville Surgery
Replied on 13 December 2022
I'm so pleased to have some feedback on the new system; and I'm really delighted it worked well for you. Our team worked very hard to prepare for the system launch, and your comments (on the first day!) are very encouraging. We hope the system will help us provide a more efficient, effective and responsive service for patients. Many thanks for taking the trouble to comment and you have a great Christmas too! Mark
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Review titled Extremely frustrating
Rated 1 star out of 5
by Rhonda Chang - Posted on 08 December 2022
I was keep waiting far longer than necessary for a death certificate to be sent to the coroner. I was unable to get through to speak to anyone at the practice or to contact them by text or email to find out what was happening. They are impossible to get in touch with. Unacceptable.
Visited December 2022
Review titled Fernville Surgery
Replied on 09 December 2022
I'm very sorry you had difficulty contacting us. Telephone access is an extremely important part of our service. Following recent reports in the media, we have been experiencing extremely high numbers of calls, and large numbers of patients arriving at the surgery with concerns about Group A Strep. But we are not complacent about this. We are working hard to improve telephone access at all times. On Monday, we are launching a new online system to help patients obtain urgent appointments. This should greatly reduce the number of incoming calls, and make access easier for people with queries like yours. We are in the process of recruiting 2 additional members of the reception team, who will begin working with us in January. This will also help improve our response to telephone calls. We have also ordered a new telephone system which will help us handle calls more efficiently. email sent to contact.fernville@nhs.net will be read by a member of our Administration team and directed appropriately. But I'm afraid we do not take queries by text message, as we do not feel this is a robust channel of communication to use for this purpose. I'd be more than happy to investigate the problem you reported with a death certificate. If you would like to send details for attention of our Patient Services Manager we will look into this for you. I hope this is helpful; and thank you for bringing your concerns to my attention. Mark Jones Managing Partner