High Street Surgery
13-15 High Street, Cheshunt, Waltham cross, Hertfordshire, EN8 0BXContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Great practice
Rated 5 stars out of 5
by Sonay - Posted on 21 September 2023
I’ve had such a good experience with the practice and the doctors are so helpful and the best! Whenever I’ve needed to speak to the GP and made an online request for this, I always get a quick response and even though the wait may be a few days it’s much quicker than all the other GP surgery’s I hear about. I’ve been registered here for about 3 years and cannot fault the staff at all. Thank you for giving us a great service!
Visited September 2023
Review titled High Street Surgery
Replied on 25 September 2023
Dear Sonay Thank you so much for your review and uplifting words for all our staff. Comments like yours keep encouraging us to carry on doing what we do, despite difficult times, and help to increase staff morale. We don't always get it right but we are so pleased that your are happy with the service and we will continue striving to achieve the best for all. Many thanks Kind regards Karnika Baluja Practice manager High Street Surgery Cheshunt
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Review titled They are a really good practice
Rated 5 stars out of 5
by Diane Hannam - Posted on 06 October 2023
I have been going through a very bad time which has tipped me over the top. The staff have been very understanding over and above. Doctors have been brilliant always able to see doctor or speak to a doctor, this has really helped me.
Visited September 2023
Review titled High Street Surgery
Replied on 09 October 2023
Dear Ms Hannam I am so sorry to hear you are going through a bad time and hope things improve for you very soon. I am pleased to hear our staff have been thoughtful and helpful to you when you needed it. Thank you so much for your comments and for taking the time to post this. Wish you all the best. Kind regards Karnika Baluja Practice Manager High Street Surgery Cheshunt
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Review titled Review
Rated 3 stars out of 5
by Anonymous - Posted on 18 August 2023
I recently visited High Street Surgery and had a satisfactory experience overall. The staff were friendly and professional, and the doctors were attentive and provided thorough care. However, there were delays with prescription requests, which could be improved for better efficiency. Additionally, I would like to know more about the prescription requesting service at High Street Surgery. Who handles it and how can the process be expedited with acute and repeat medications? Lastly, it would be beneficial if the surgery could consider hiring more doctors to reduce waiting times for appointments.
Visited August 2023
Review titled High Street Surgery
Replied on 06 September 2023
Dear Patient Thank you so much for taking the time to write about your experience and your comments regarding improvements. I would like you to join our Patient Participation Group where you can join other members to suggest ways of improving our services. Please contact the practice and leave us your email address so I can inform you of our next meeting. Lastly, we would love more doctors, sadly they come with a financial burden that is not viable. We have, however, employed an Advanced Nurse Practitioner who works 2 days a week and alleviates some of the pressure from the GPs. Kind regards Karnika Practice Manager High Street Surgery
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Review titled High Street Surgery's Telephone-First Approach
Rated 3 stars out of 5
by Anonymous - Posted on 14 August 2023
High Street Surgery's telephone-first approach, where patients must have a phone call before scheduling a face-to-face appointment, presents challenges and frustrations for those seeking healthcare services. Disabling online booking makes scheduling appointments harder. The convenience and accessibility of online systems are lost, causing inconvenience for busy individuals or those with limited phone access. High Street Surgery's telephone-first approach restricts interaction, diagnosis, and personal connection. Rethinking this system and potentially reintroducing face-to-face consultations first instead of a telephone call could improve patient satisfaction.
Visited August 2023
Review titled High Street Surgery
Replied on 17 August 2023
Dear Patient Thank you for your comments and I note your frustration over the appointment booking system. Information gathered through patient feedback showed that there are a number of patients who do not use online services and therefore, the booking process was disadvantaging them. In trying to be fair to all, we now have clinicians triaging patients, dealing with simple matters over the phone where appropriate, thus freeing up face-to-face appointments for those that require them. By reintroducing face-to-face consultations at the point of contact, we may improve patient satisfaction in the short term. However, this will increase waiting times by weeks, ultimately leading to patient dissatisfaction. We find ourselves in a very difficult position of trying to manage extremely high demand from patients and whilst I feel your points are all valid, we have to try and cater to all groups of patients. We do review our processes from time to time and I will certainly take your points back to the practice team for their consideration. I wish I had a simple solution and am happy to discuss this with you further, if you wish. Kind regards Karnika Practice Manager High Street Surgery
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Review titled Excellent practice
Rated 5 stars out of 5
by Broken Lift - Posted on 10 July 2023
The lift to upstairs was broken and my wife washing a trolley so getting upstairs floors s not easy. My wife could manoeuvre the stairs so it took some time to getup stairs. The DR was so friendly hat we soon forgot of our pain.
Visited July 2023
Review titled High Street Surgery
Replied on 17 August 2023
Dear Patient Thank you for your kind comments. Yes, unfortunately, our lift was out of action for a brief period and I apologise for that. I am please to hear you had a pleasant experience and wish you both well. Kind regards Karnika Practice Manager High Street Surgery
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Review titled Online consultations
Rated 3 stars out of 5
by Anonymous - Posted on 19 June 2023
You are told when you call to contact the surgery using their online medical request page but when you use it you either get no reply or an appointment booked far away…
Visited June 2023
Review titled High Street Surgery
Replied on 20 June 2023
Dear Patient Thank you for your feedback. All requests are triaged by clinical staff and we give you the soonest available appointment. Any clinically urgent requests will, of course, take priority. I am happy to look in to your individual case if you email me - manager.highstreetsurgery@nhs.net Kind regards Karnika Practice Manager
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Review titled Good practice but few suggestions
Rated 3 stars out of 5
by Anonymous - Posted on 22 June 2023
Good practice but have a few suggestions 1. Online requests would be better if you could submit 24 hours rather than just between the time you are open. 2. Website needs updating so we know what doctors are at the practice or other health care professionals. 3. Waiting time for phones, I called the surgery to try get an appointment and was on hold for over an hour. I understand you’re short staffed but surgery there is a better way of getting staff on the phone to answer calls coming in. 4. Online booking, can you make online booking available via the NHS App? This would stop phone calls to try surgery and would improve my experience and I’m sure other people would agree.
Visited June 2023
Review titled High Street Surgery
Replied on 17 August 2023
Dear Patient Thank you for your feedback and for some useful suggestions. I will take these back to the wider team to consider and see what we can implement to improve patient experience. Kind regards Karnika Practice Manager High Street Surgery
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Review titled Poor service
Rated 3 stars out of 5
by Anonymous - Posted on 03 March 2023
Phoned at 8 to get an appointment about something personal and was 3rd in the queue. Told the receptionist what my problem was and she then told me it was not urgent for today and to call back next week! Mental health is important and I should have been booked in to speak to a dr. Not good enough; sort out your appointment system….
Visited March 2023
Review titled High Street Surgery
Replied on 20 June 2023
Dear Patient Thank you for your feedback. I apologise that you did not get an appointment within the timescale you expected. We work within limited resources and even those are overstretched. I am happy to look in to your individual case if you email me - manager.highstreetsurgery@nhs.net Kind regards Karnika Practice Manager
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Review titled Good so far
Rated 5 stars out of 5
by Anonymous - Posted on 14 January 2023
Registered at this surgery due to my old one being impossible to get an appointment with and being unhelpful and so far so good! The team seem friendly and the e consultation service seems to be good!
Visited January 2023
Review titled High Street Surgery
Replied on 20 June 2023
Dear Patient Thank you for your kind feedback. The staff all work very hard within limited and overstretched resources. I will pass on your positive comments to the team which helps to boost their morale. Kind regards Karnika Practice Manager
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Review titled Good practice
Rated 5 stars out of 5
by Ronald Fernandes - Posted on 11 November 2022
The Econsult service is great at this GP. I got a response and followup checkups organised very quickly. Had to visit the GP a couple of times and both the Doctor and Nurse were very helpfull and restful. Did not feel like I was on a 10 minute timer with this GP. After using High street surgery for a few months I am happy I registered with them.
Visited October 2022
Review titled High Street Surgery
Replied on 20 June 2023
Dear Mr Fernandes Thank you for your positive feedback. All staff work very hard and will be pleased to hear your kind comments. Kind regards Karnika Practice Manager