Herne Hill Road Medical Practice
1-3 Herne Hill Road, London, Greater London, SE24 0AUContact details and opening times
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Reviews
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Review titled Rubbish booking system and unfriendly reception staff
Rated 3 stars out of 5
by Mrs W - Posted on 24 June 2024
Rang today to book an appointment was told They’ve changed the booking system to online triage which makes it even harder to get an appointment. By the time I filled the form there was a message saying they arent taking anymore online request for the day. This was only 8;15 am after I had already wasted time in the telephone queue. Also not everyone has access or skills to complete online forms. The reception are not the friendliest, often takes a while to get their attention.
Visited June 2024
Review titled Herne Hill Road Medical Practice
Replied on 24 June 2024
Good morning. We are sorry to have received your comments above. Yes the system is new at which point we did contact our patients to inform them of the change. Sorry if you did not receive any notification. We also mentioned to patients beforehand that we would be changing as they called. Again apologies if you did not get the information beforehand. As it is a new system we are regularly having review meetings to monitor how the system is working and we really value patients input for these reviews. A majority of patients have been pleased with the change but not all unfortunately as your review shows. I am very surprised to read that the 'at capacity' message came on at 8.15am as that is obviously far too early and would be an error which we will look into. I have forwarded this comment to our IT team to review also. As regards your concern of reception not being the friendliest - this is a little disappointing to hear as on the whole, again, reception do receive quite good feedback. I will speak to the reception as a team to remind them re the importance of customer service. I hope that the system becomes easier to navigate as we go forward but always welcome feedback on this. Regards
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Review titled Completely inefficient new booking system
Rated 1 star out of 5
by Anonymous - Posted on 26 June 2024
The new system for booking an appointment is ridiculously inefficient. Previously you could either call at 8am to get an urgent appointment that day, or apply online for an appointment at a future date. This system seemed to work fine. For the past 3 days, I have logged on in the morning to try and book a non-urgent appointment only to be told that the system is at capacity for the day and to try again tomorrow morning. Why can appointments not be made for future dates in the way they were before? This means the investigation of potentially serious health issues must be getting delayed because people are unable to book appointments. My husband also attempted to book an urgent appointment online recently. After several hours (and no consultation about convenience, unlike with the old call-in system) he was given an appointment time by email that he could not make. He had to call the practice anyway to change the appointment. They asked for a time that was convenient for him only to call back later and explain that the GP couldn't make that time. Thus followed 3 or 4 more calls with the practice over the next 24 hours to try and determine a time that was convenient for both him and a GP. He ended up with an appointment some 4 days later. Despite what is said by the practice in its responses to the comments below, I cannot believe any patient with a job, or other responsibilities that require some scheduling, prefers this to the previous system. It makes it practically impossible to book an appointment. The random allocation of appointment times on the day with no consultation with the patient must also result in GPs in the practice with unfilled slots during the day as a result of patients not being able to make the appointment they are offered at short notice. This cannot be a good use of the already strained NHS resources.
Visited June 2024
Review titled Herne Hill Road Medical Practice
Replied on 01 July 2024
Good morning - thank you for your comments regards the new booking system. Admittedly it is very disappointing to hear that the new system is not working for everyone and there appears to be a few teething issues to iron out. We are having another meeting this afternoon to look at the feedback so as we can determine where we can attempt to make changes. I am sure you will agree that when starting any new system there will be hurdles but we are hoping to result in a booking system that works for the majority of patients. Even though it is doubtful we will reach a 100% satisfaction, we will always aim to do our best
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Review titled Reception staff unhelpful and very rude
Rated 1 star out of 5
by Anonymous - Posted on 29 May 2024
I recently had an unfortunate experience at Herne Hill Road medical practice. The receptionists were unhelpful and exhibited a rude demeanor. When I called to schedule an appointment, I was met with impatience and dismissiveness. This lack of professionalism and courtesy significantly detracts from the overall quality of care at the practice. I hope management addresses this issue promptly, as patient interactions with reception staff are an important part of the healthcare experience.
Visited May 2024
Review titled Herne Hill Road Medical Practice
Replied on 29 May 2024
Good afternoon We are sorry for the difficulties that you have experienced and would like to look into this further to establish what has happened. Please could you email the practice on selicb.hhr@nhs.net so your comments can be addressed. Kind regards, Practice Manager HHR Medical
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Review titled Poor communication from reception
Rated 3 stars out of 5
by Anonymous - Posted on 17 May 2024
Popped in reception regarding a relatives external appointment that we was not aware of and unable to attend. As relative has issues relating to attending appointment communication from your practice was not passed on to me as requested. The referral you had sent the external provider had my phone number as my relatives work number (they are over 80 so definitely not working). I was told to book an appointment with a GP online which is ok for me to do as a able person but not for my relative. When I went to do this online at 10.00 this morning it was closed to new appointment requests. This was not explained by your reception that I had a limited time to request an appointment and now I have to wait till Monday to do this. If this issue of time limit to book online appointment was communicated I wouldn't have to wait 3 days to book an appointment. Please can you look into these issue so patient receive better care and communication.
Visited May 2024
Review titled Herne Hill Road Medical Practice
Replied on 17 May 2024
Good afternoon We are sorry to have received your comments above and apologies for the miscommunication. We would like to look into this further to establish what occurred. Please could you email the practice on selicb.hhr@nhs.net so as your comments could be addressed. Apologies once again Practice Manager HHR Medical
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Review titled new accurx system needs configuring better
Rated 3 stars out of 5
by andy - Posted on 22 May 2024
Getting an appointment has always been difficult. The previous system allowed you to send a message to reception to ask for an appointment, who would triage the request and get back to you with an appointment if warranted. It was often at a stupid time of day (not everyone is a morning person) and missing the call incurred a 1 month wait for another appointment, but it worked. The new AccuRx system, however, doesn't even work that well. Today I tried to request an appointment and it told me they had reached capacity and I had to log in at 6:30am to get in the queue to request an appointment. It is easier for me to stay up all night to achieve that, than to set an alarm for the middle of the night to get up that early. I don't even want to see a doctor, all I want is a pharmacist review call. I understand a new system is going to have teething problems, but setting it up to require patients to set a 6am alarm just to request a callback is perverse.
Visited May 2024
Review titled Herne Hill Road Medical Practice
Replied on 29 May 2024
Good afternoon We are sorry for the difficulties that you have experienced and would like to look into this further to establish what has happened. Please could you email the practice on selicb.hhr@nhs.net so your comments can be addressed. Kind regards, Practice Manager HHR Medical
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Review titled Great service
Rated 5 stars out of 5
by Anonymous - Posted on 14 February 2023
After a bad experience with a previous practice, I switched to Herne Hill. Today was my first experience and it was great; caring, timely and considerate. The reception staff were helpful with my appointment (I managed to get a one the same day) and the GP I saw was lovely, and so caring. Thank you!
Visited February 2023
Review titled Herne Hill Road Medical Practice
Replied on 15 February 2023
Glad to read that you have had a brilliant experience with us and I hope it carries on throughout your journey with us. Thank you for such a lovely feedback.
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Review titled Lottery
Rated 3 stars out of 5
by Anonymous - Posted on 14 December 2022
Over the past four years, I have had very positive experiences with some of the doctors and poor experiences with others. For example, I recently called to have my 4-months old baby seen who had a bad cough which had me concerned. I received a call back from the doctor who told me that he'd send an antibiotic prescription to the pharmacy but that he would not see my son. He said it would be "too cold to take him out" - which I found incredibly patronising (I have a snowsuit for my child, live walking distance from the practice, and guess what, I had to take him outdoors anyway to pick up the prescription). In a similar situation before, another doctor had invited us to come in, carefully listened to my baby's chest and advised that he likely did not need antibiotics as the infection only affected the upper airways (which reassured me that it wasn't something serious - and baby recovered on his own). I have since tried to see the same doctor again but it's hardly ever possible to have any choice. The lack of continuity of care is a shame.
Visited December 2022
Review titled Herne Hill Road Medical Practice
Replied on 06 January 2023
We are sorry that you have had the described experience with our Practice. May i kindly ask you to contact the Surgery and ask for the Operations Manager's email address and write to us with your concerns stated. We will look into it and respond to you accordingly. Thank you.
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Review titled A truly wonderful practice
Rated 5 stars out of 5
by Dan Cullen-Shute - Posted on 10 November 2022
Herne Hill Road Medical Centre has been our local medical practice since we moved to the area back in 2015, and honestly, we’ve always felt so lucky to have them. They’ve looked after me brilliantly, they’ve looked after my partner brilliantly, and they couldn’t have looked after our two children any better, whether with big stuff (one of our children suffered a suspected brain injury at birth) or just the everyday stuff that comes with being a kid. We’ve always been able to get a same-day appointment when we’ve needed one, by calling at 8am - and when one of the kids has fallen ill later in the day, they’ve always made time, even when no appointments have been available. This is partly a review, but it’s also a thank you, to a fairly incredible medical practice which doesn’t feel like it has any right to operate at the level it does given everything that’s going on in the world. So thank you to everyone at Herne Hill Road Medical Centre. Thank you for looking after me and my family. It’s meant the world.
Visited November 2022
Review titled Herne Hill Road Medical Practice
Replied on 15 February 2023
It's brilliant to hear how well we have assisted you through your journey and thanks for your lovely feedback.