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 GP doesn't take on board my parental wishes
Rated 1 star out of 5
by Anonymous - Posted on 09 January 2025
After an initial assessment, GP decided on routes of investigation and has not been open to investigating any other routes despite my concerns. Following these investigations, they have followed the clinical advice given by radiographers which shows nothing to refer to orthopedics. On discussion with clinician, I asked given my child's age + other issues, could this be referred directly to a children's hospital? The clinician decided to reach out to Hereford hospital and has decided to put a referral in without talking to me about my options for my child. Trying to get hold of the practice to get a copy of the referral note and get further information is impossible. It's hard enough to get an appointment as an adult for myself, let alone to get the information I need about my child. This is just another in a list of shortcomings this service has. If the GP is taking the time to listen to me and my concerns, I would feel a part of this process about my child. The thoughts of having to make phone calls and emails to get a copy of the referral. He's daunting because nothing at this surgery is simple.
Visited December 2024
Review titled Hereford Medical Group
Replied on 09 January 2025
Dear patient I am sorry to hear that you are unhappy with your recent experience at the practice. Unfortunately as your review has been made anonymously, it is not possible to investigate the concerns that you have raised. If you would like us to investigate these matters then please do complete the feedback form available on our website and our PALS officer will be able to assist. In relation to the request for a copy of the referral that you refer to, this can easily be obtained. In order to do this, you can complete an online form, available via our website. This can be found by searching access records in the search function. The link to the page is here: https://www.herefordmedicalgroup.co.uk/practice-information/access-to-health-records-subject-access-request/ Once again I am sorry that you are unhappy with our practice and that I have not been able to respond more fully. Ceri Chaplin Managing Partner
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Review titled Very rude staff!!!!
Rated 1 star out of 5
by Anonymous - Posted on 02 December 2024
Very rude staff!!! Got a very sick boy aged 5 with suspected scarlet fever and been told we will contact you by the end of the day very rudely!!! Turned up at the surgery and was made to wait over an hour and when asked how long as I have a 5 year old getting bored waiting was told very rudely oh you can be waiting all day!!! Absolutely ridiculous service and this is why the NHS is going down no body gives a monkeys!!! Will definitely be looking for a new surgery as the reception team at Hereford medical centre are useless, rude and don’t care!!!!!
Visited December 2024
Review titled Hereford Medical Group
Replied on 05 December 2024
Dear parent Thank you for taking the time to share your feedback. I am very sorry that your experience earlier in the week was not as good as we would have expected you to have. I understand that you have since spoken to our PALS officer who has explained that we do not offer a walk-in surgery and that all requests for appointments are triaged by a GP. This is what was happening whilst you were waiting. However, it is clear that the response that you received from our team was not helpful and we could have been much better in explaining this to you whilst you were waiting. This will be shared with the wider reception team, anonymously, at a future team meeting as an example of how we could better explain to patients what the appropriate processes are. I am pleased to note that your son did receive an appointment and appropriate assessment later that day. Thank you, again, for taking the time to share your experience both on here and with our PALS officer. Many thanks Ceri Chaplin Managing Partner
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Review titled Thank you
Rated 5 stars out of 5
by Sheila - Posted on 27 December 2024
I would like to thank all the staff who responded to my request for assistance immediately before Christmas. My request was dealt with quickly and without fuss and the patient was seen a couple of hours later in the surgery. Medication was given and the patient is on the mend now. My thanks to everyone involved. Sheila
Visited December 2024
Review titled Hereford Medical Group
Replied on 27 December 2024
Dear Sheila Thank you for taking the time to comment about the service that you received. We're pleased to read that we were able to assist you promptly before Christmas and that the patient is getting better. Kind regards Ceri, HMG
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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