Hereford Medical Group
Station Medical Centre, Station Approach, Hereford, HR1 1BBContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Parking issues
Rated 3 stars out of 5
by Anonymous - Posted on 16 November 2024
Told to enter number plate to avoid parking fee but was sent a fine Apologies given by staff accepted One female receptionist very heavy handed insisting I enter numberplate.. unnecessary and very rude Reception is to receive and act with manners No issues with other staff
Visited November 2024
Review titled Hereford Medical Group
Replied on 18 November 2024
Dear Patient, Thank you for your review. We are sorry to hear that your experience with reception was not up to standard on this occasion. We would like to clarify that our building is used by more than one organisation depending on the day and time of your visit, so it would be helpful to have more information about your experience to ensure we can address it properly. If you could contact us via our secure online form to provide some additional details, such as the date and time of your visit, or the specific organisation that you interacted with, we’d be glad to look into this matter further for you. Thank you again for taking the time to get in touch with your feedback, and we hope to hear from you soon. Kind regards, HMG
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Review titled Great experience
Rated 5 stars out of 5
by Anonymous - Posted on 28 October 2024
This surgery can have its downsides, but I saw Dr Hannah today and was very impressed with his knowledge and understanding in attempting to sort my issue. Very much appreciated, thank you Dr Hannah
Visited October 2024
Review titled Hereford Medical Group
Replied on 29 October 2024
Dear patient, Thank you for taking the time to leave such positive feedback - it is very much appreciated. I will pass on your kind words to the doctor. Kind regards, HMG
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Review titled Can't cancel an appointment
Rated 1 star out of 5
by Anonymous - Posted on 08 October 2024
I'm trying to let HMG know my father won't be able to make his appointment today because he is unwell. He tried calling and couldn't get through, so I tried. I entered his date of birth and because someone else registered at the practice has the same DoB I had to go online. So I go online... and the form says I have to do it via patient access or nhs registration - neither of which he has. So now this appointment slot will be wasted because I cannot get through to them to let them know he won't be attending. Considering how difficult it is to get appointments you would think that they would make it easier (or possible!) To cancel appointments so they can be reallocated. This was an appointment hmg had previously cancelled and rearranged 'due to unforseen circumstances', so it's very easy on their end but very difficult for their patients.
Visited October 2024
Hereford Medical Group has not yet replied.
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Review titled Standard of care and appointment system are horrendous!
Rated 1 star out of 5
by Nick K - Posted on 26 September 2024
Well yet again it's a constant battle to be seen by a medical professional in your own City. I understand the need to triage issues but unless you chase up your condition you just fall by the wayside. Having an undiagnosed condition from 2021 still causing me issues is appalling take ownership for your patients issues and just maybe try and resolve them, or don't! Also the generic 'we tried to contact you texts' when you haven't received a call are just embarrassing. The reception team are clearly trying their best and i thank them for that! Regards, Nick
Visited September 2024
Review titled Hereford Medical Group
Replied on 27 September 2024
Dear Nick, Thank you for your feedback. We would like to look into this matter for you, but in order to do so, we would require you to submit a feedback form via our website: https://www.herefordmedicalgroup.co.uk/complaint-form/ Doing so will enable a member of our Patient Advice and Liaison Team to make contact with you to discuss your feedback in an appropriate and confidential manner. Kind regards, HMG
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Review titled Nightmare for consistency and communication
Rated 1 star out of 5
by Ema Barton - Posted on 06 September 2024
I am a full time carer for my mother who has dementia. I find it a continuous battle to get things sorted through the surgery. The first thing is medication supply, I don’t understand how it is so hard to get repeat of medication and I am always having to chase as we are running low. Nobody seems to follow through on things, we rarely see the same GP (which would be hugely beneficial to a person with dementia!) recently mum hasn’t been able to swallow certain medication and fairplay GP got it sorted the same day… this was on 28/8/24… however today we are running low and the pharmacy has not received a repeat of this medication despite mum being on tablet form of this for over 10 years… so once again I’m running round in circles trying to sort before it runs out. It’s stressful enough caring full time with no support without the added stress Hmg cause with their incompetence and inconsistent “care” I use this term loosely. Overall I am very disappointed with the surgery. If you have a choice avoid at all costs.
Visited September 2024
Hereford Medical Group has not yet replied.
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Review titled Need for iced drinking water fountains
Rated 5 stars out of 5
by Allan Ricketts - Posted on 04 September 2024
Visited today (03/09/24) for first time and very impressed with building design and staff. Shocked however that on the two floors I visited there was no drinking water fountains for staff and patient use. After a long shuffle from the far end of the carpark on a Zimmer frame for a scan I was much in need of one. May I suggest this much needed improvement when resouces allow,
Visited September 2024
Review titled Hereford Medical Group
Replied on 09 September 2024
Dear Allan, Thank you for your kind comments about the building and staff. Staff are able to provide water for patients if they ask but we’ve decided not to install water fountains as previous experience is that it creates issues with litter and also water spillages on the floor. Kind regards, HMG
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Review titled Shocking service
Rated 1 star out of 5
by Anonymous - Posted on 15 August 2024
Tried to make an appointment online with my regular GP, to be told they would contact me with an appointment, over a week later I finally get a call back to say that I can see any GP but not the one that I requested, as there was no appointments available for 6 weeks to see him and there was nothing they could do about it, this is absolutely disgusting! I find the staff really unhelpful and majority of the time really rude!
Visited August 2024
Review titled Hereford Medical Group
Replied on 16 August 2024
Dear Patient Thank you for your comments. I am very sorry that the GP that you requested to see was unavailable over the coming weeks. We understand the importance of continuity of care and the value of seeing a GP you are familiar with. To address this issue, we are working hard to ensure that patients can see their preferred choice of clinician. This is one of the reasons why a GP is now triaging all requests for appointments. Wherever possible we will offer an appointment with a preferred clinician. I am sure that you will understand that if all of a particular GP's appointments are full, then the receptionist that you speak to is not able to book you with that GP. In the meantime, I am pleased to note that you were offered an appointment with an alternative GP in the next few weeks. I would encourage you to consider seeing another GP within our practice who can provide the necessary care and support. All our GPs have access to your medical records and are committed to delivering high-quality care. I am sorry that you found the staff unhelpful and 'rude'. The team try hard to meet a patient's needs and I would be happy to investigate your concerns by listening back to the call. If you would like us to do this, then please contact our PALS officer at hmg.complaints@nhs.net with your details. I hope that this response has been able to address the concerns that you raise. Kind regards Ceri Chaplin Managing Partner
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Review titled Excellent Service
Rated 5 stars out of 5
by Anonymous - Posted on 06 August 2024
Used online contact to book blood test - contacted within the hour and offered an appointment at a convenient time for me. Blood taken without a problem, clinic running on time, HCA excellent. Did notice how many patients used the carparking touchscreen on arrival but then did not use the patient booking in touchscreen next to it (twice the size and easier to use) preferring instead to queue at the Reception Desk when they needn't.
Visited August 2024
Review titled Hereford Medical Group
Replied on 06 August 2024
Dear Patient, Thank you for taking the time to leave us your feedback - it is very much appreciated. I will pass your kind words on to the staff members involved. Kind regards, HMG
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Review titled Poor service
Rated 2 stars out of 5
by Anonymous - Posted on 20 July 2024
The arranged GP call back did not happen though a receptionist did later apologise for this. Our attempts to get a prescription changed were further frustrated by the difficulty getting through on the phone. The inconsistent advice from receptionists, who no doubt tried their best, was not helpful. At times they did not seem to listen to us. We spent from 10.15 to 3.15 pm waiting for a call back from the automated queuing system, or on the phone to a receptionist, or on hold while they got advice or trying to get back in to the call queue when it was full. Not a good experience. Service seems good if and when you can get as far as a GP or clinician but the initial communication with patients needs improvement. Hope this feedback helps as it is meant constructively. A Friend and Family test also completed.
Visited July 2024
Review titled Hereford Medical Group
Replied on 22 July 2024
Thank you for taking the time to share your experiences. From your review we are unable to identify when this took place. If this was on Friday 19th July we were experiencing significant difficulties caused by an international computer issue. Staff were doing their best to assist patients but did not have access to patient records. We would be happy to investigate and respond directly to the issues you raise. You can get in touch by emailing hmg.complaints@nhs.net.
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Review titled Concern about lesions
Rated 4 stars out of 5
by Clare - Posted on 09 August 2024
I sent photos of skin lesions on 25/7 and had photos taken by a HCA on 30/7. A doctor texted me on 31/7 to say they"d forwarded the pics to the hospital and that I would hear news within a few days. It is now 9/8 and I am becoming increasingly anxious about the lesions (one is rather itchy) yet I have heard nothing from the doctor or the hospital.
Visited July 2024
Review titled Hereford Medical Group
Replied on 09 August 2024
Dear Clare, Thank you for taking the time to reach out to us. You will appreciate that due to patient confidentiality, we cannot respond in more detail on this site but we would be happy to look into this matter for you to check the progress. Please can we ask you to contact us directly using the online form on our website so that we can look into this for you. Many thanks, HMG