Herne Hill Group Practice
74 Herne Hill, Herne Hill, London, Greater London, SE24 9QPContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Doing an amazing job
by indigohd73 - Posted on 09 February 2023
I’ve only had good experiences with Herne Hill Group Practice in the 13 or so years I’ve been with them. I’ve had no problem getting appointments quickly - the phone triage appointment is fine for most issues, but if a follow-up face-to-face is necessary, it happens really quickly. I’ve always found the care to be thorough and compassionate. At a time when GP surgeries are under huge pressure, HHGP are doing an amazing job and I hope they can continue to weather the storm the NHS is facing at the moment and keep providing this level of service.
Visited February 2023
Provided by Care opinion
Review titled Herne Hill Group Practice
Replied on 22 May 2023
Dear Patient, Thank you so much for this lovely review. We are very pleased to hear that you have only had good experiences with our service. We appreciate you sharing it in this forum. Kind regards, Services Manager
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Review titled worst practice
Rated 2 stars out of 5
by Anonymous - Posted on 13 March 2023
i rang the practice at 8am this morning but the message said that due to high volume if i pressed option 1 i would receive a call back this did not happen i eventually rang back at 0945 and was told a doctor would call me back however i found out this was not going to be until between 16.30 and 18,30. i was not even given a reason why i did not receive the call back
Visited February 2023
Review titled Herne Hill Group Practice
Replied on 22 May 2023
Dear Patient, Thank you for your comment. I am really sorry if you have not received a call back after pressing an option 1. All our calls are recorded so instances like that can be looked into on the day to find out what has happened. I am not sure if you have explicitly asked a team member for this to be checked and fedback to you. I apologize if there was any miscommunication on our end. On few occasions when investigating similar matters I have noticed that the call backs were going straight to a voicemail and patients have never even seen a missed call on their phone as a result. Once again, apologies for your experience and I am pleased to know that a same day telephone appointment was still offered. Thank you. Kind regards, Services Manager
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Review titled worst surgery
Rated 2 stars out of 5
by Anonymous - Posted on 01 March 2023
i have been unable to get an appointment with my GP even though i ring at 8am and am told that there are no appontments for a telephone consultant i have been told their are no appointments left this disgraceful how can you expect to discuss your problem if you cannot speak to them there is no point speaking to aother GP as they would not be able to help this doctor has been dealing with my problem since i was discharged from hospital i have been tdold i should get in touch with my GP if i have any problems which i have i am unable to eat or drink because of this problem but the receprionist do not care ihave tried to explain to them what my problem is but thyey say there is nothing they can do what is your probem at your surgery you are told you cannot come to the surgery and that you have to ring first i think you ned to change your surgery appoinments system so that everybody has a change to speak to their GP .
Visited February 2023
Review titled Herne Hill Group Practice
Replied on 25 January 2024
Dear Patient, Thank you for sharing your experience with us. I apologize for the delayed response, recognizing that my previous reply did not get published. We have been actively implementing changes to our appointment system following consultations with our clinicians and the Patient Participation Group, with the aim of enhancing overall patient experience. Patient feedback is crucial in this process. I sincerely regret any inconvenience you experienced. I acknowledge the urgency of your request which was not recognized by the staff member. We have introduced a system of our duty doctor being stationed in the reception area to aid our staff in the decision making to promptly recognize and address urgent requests. It's important to note that our surgery has been open to patients for an extended period now, eliminating the necessity to call if you prefer to make appointments in person. Your insights are invaluable, and we appreciate your understanding as we strive to continually improve our services. Thank you. Kind regards, Angelika Slon Services Manager
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Review titled appointments on patient asccess
Rated 3 stars out of 5
by Anonymous - Posted on 20 March 2023
i would liked to know why this surgery never have any appointments that you can book on patient access this is very bad because when you ring up the surgery you can be on the line for over 20 minutes even if you press option one by the time they ring you back all of the appointments are gone if you ask can you speak to the duty doctor you are told that unless it is an emergency they will not put to down one the list to speak to them.
Visited February 2023
Review titled Herne Hill Group Practice
Replied on 22 May 2023
Dear Patient, Thank you for your feedback. For the last couple of months we have been providing a triage system so that everyone calling the surgery can speak to a clinician on the day. We are currently reviewing our appointment system to ensure we provide an easy access for our patients within the capacity we have. Our PPG members are involved in the redesign of the appointment system and we hope to come up with a better system that we currently have. Thank you. Kind regards, Services Manager
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Review titled Great practice, thank you
Rated 5 stars out of 5
by Rachel Muller-Heyndyk - Posted on 01 February 2023
As a newly registered patient, I would like to thank everyone at Herne Hill for helping me with an urgent prescription request during a difficult time. I'm aware of the pressure on the health service at the moment and I am extremely grateful for your care and professionalism.
Visited February 2023
Review titled Herne Hill Group Practice
Replied on 02 February 2023
Dear Rachel Muller-Heyndyk, Thank you for taking the time to leave us your kind review. I have shared it with our team members who are immensely grateful for your feedback. Thank you. Kind regards, Angelika Slon Services Manager
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Review titled very rude practice
Rated 1 star out of 5
by Anonymous - Posted on 18 March 2023
i have been with this practice a long time but since they joined up with another practice the people in the practice are very rude and they think they can speak to you anyway they want to you are not allowed to visit the surgery everything has to be discussed on the phone i find it difficult to discuss some things on the phone and feel that you should be allowed now to see a doctor in the practice and not discuss your problem with the receptionist i think they are the only practice in south east London ie se24 odl/se23/se21 who does not allow patients to come to the surgery you cannot even book on the patient access When you ring in there are never any a appointments left when the surgery looks at the nhs website they say you should get in touch with the surgery to discuss the problem what is the point you are not going to win because they all stick together
Visited February 2023
Review titled Herne Hill Group Practice
Replied on 22 May 2023
Dear Patient, Thank you for your feedback. I am really sorry to learn about your unsatisfactory experience. It is not acceptable for any staff member of the Herne Hill Group Practice to be rude in their dealings with the public. I encourage you to lodge a formal complaint so this matter can be investigated and addressed. You can do so by emailing me at lamccg.hernehillgp@nhs.net. While we are running a triage system there are less appointments available to be booked online. We are currently reviewing the booking system so we can improve the access for our patients. Thank you. Kind regards, Herne Hill Group Practice
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Review titled Great practice
Rated 5 stars out of 5
by Anonymous - Posted on 25 April 2023
I would recommend Herne Hill Group Practice wholeheartedly. Care received there, both for me and my family, has been professional and appropriate. At times we have felt that doctors went above and beyond to help in difficult times. Thank you!
Visited January 2023
Review titled Herne Hill Group Practice
Replied on 22 May 2023
Dear Patient, Thank you for your positive feedback. It is really appreciated by our Team. Thank you. Services Manager Herne Hill Group Practice
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Review titled dreadful practice
Rated 1 star out of 5
by Anonymous - Posted on 21 December 2022
i was supposed to have received a phone call from a doctor this practice when rang the practice the receptionist told me he had rung twice already i had my phone by me and it did not ring i do not know why these doctors say they have rung when they have not
Visited December 2022
Review titled Herne Hill Group Practice
Replied on 28 December 2022
Dear Patient, Thank you for your feedback. I am very sorry to hear that you have not been contacted. Our calls are recorded and we can investigate this further to check what went wrong on this occasion. Kindly, please get in touch with us at lamccg.hernehillgp@nhs.net with your details so we can look into this matter and feedback to you and the doctor. Thank you. Angelika Slon Services Manager