Larksfield and Arlesey Medical Practice
Larksfield & Arlesey Surgery, Arlesey Road, Stotfold, Hitchin, SG5 4HBContact details and opening times
Patient ratings and reviews
Leave a review
Help others by sharing your thoughts and experiences about Larksfield and Arlesey Medical Practice.
Reviews
-
Review titled What has happened to our surgery
Rated 2 stars out of 5
by Anonymous - Posted on 01 September 2023
I am very concerned what is happening to our doctors surgery Larksfield used to be great I arrived today for a blood test which was booked by the receptionist a few ago which I had confirmation for only to be told I need to go through the doctor! Before I could have the blood test then finially managed to book online for lister all ok I thought I bet check if nurse or doctor as cleared the paper workstill on the phone 45 mins still on the line!!!! Why do they not have more reception staff when busy!! Why is the system so hard now it was never like this I been coming for over 20yrs i worry for the future and health of patients this surely has to change I have put the phone down I can’t wait any longer it’s absolute madness
Visited August 2023
Review titled Larksfield and Arlesey Medical Practice
Replied on 12 September 2023
We were sorry to read that you felt you had a difficult experience . We would welcome the opportunity to investigate this matter further but require your details to do so. If you could please complete a complaints form in reception we can investigate on your behalf Kind regards
-
Review titled Terrible practice
Rated 1 star out of 5
by Anonymous - Posted on 28 August 2023
Never see or should i say speak to the same doctor twice as it seems impossible to get an appointment to see a doctor. Not able to get appointment after getting a text message after having blood tests how many others give up?.
Visited August 2023
Review titled Larksfield and Arlesey Medical Practice
Replied on 29 August 2023
We were sorry to have received your review regarding our surgery . Unfortunately with anonymous reviews we are unable to investigate these responses fully. The practice has been working with locum G.P's for some time now to stabilise services we are now in the fortunate position of having recruited 3 new salaried G.P's and have improved our booking system . Should you require an appointment please use the appointments tab on our website . Your request will then be triaged . For patients who require an appointment after a blood test we normally send a booking link so you can book directly but as we are unable to confirm any of your details its not possible for us to see why this wasn't actioned. Please do contact the surgery using our new system and on of our triage team will be able to book you an appointment
-
Review titled It is impossible to get an appointment at this surgery
Rated 1 star out of 5
by Lucy - Posted on 14 August 2023
I have been trying since May to get an appointment with a GP as requested by the GP who arranged my blood tests. I cannot get through on the phone. I have tried sitting on the phone for hours and then been cut off before anyone answers. I have looked and looked for an online appointment but I haven't seen one with a GP since March. When I finally got through to the office, they could only offer me an appointment with a paramedic. I don't need triaging as I have been told by a GP (in March) to make an appointment with them due to the nature of my symptoms. My family and I are moving to a different practise as it is impossible to obtain the care you need from this practise.
Visited July 2023
Review titled Larksfield and Arlesey Medical Practice
Replied on 16 August 2023
Good morning Lucy We were sorry to read your review in July regarding access. We hope by now you have had the opportunity to use our new triage system by going to https://www.larksfieldandarlesey.co.uk/ and completing the form on the appointments tab . We have had great feedback since we launched the new total triage on August 8th . Please do give it a try or call our reception team who will process the form for you if you are unable to access this online. Since introducing the new system are wait times on the telephone have decreased Kind regards the surgery
-
Review titled Impossible to get an appointment
Rated 1 star out of 5
by Anonymous - Posted on 11 July 2023
I have been trying for two days to get an appointment with Larksfield Surgery. Attemoting to get through on either the telephone or the on-line booking system has proved impossible. It feels as if the current booking system was designed to prevent anyone getting through to book an appointment. The system is dreadful and isn't fit for purpose. I have called at the appointed times and I have not been able to get through - I have tried the On-line system and that is no better. The appointments available on line are a week away. Like many people I don't plan my illness in advance - illness happens and we need to have a Health Centre that can respond to those needs. I would be grateful if anyone can explain to me why appointments are so hard to get and what are the plans for the future as more people move into the area. It's hard to believe - but this can only get worse.
Visited July 2023
Review titled Larksfield and Arlesey Medical Practice
Replied on 12 July 2023
We are sorry to read you are unable to obtain an appointment. Unfortunately as your review is anonymous we are unable to book one on your behalf . We currently have on the day appointments only until August 8th. We do understand this is convenient for patients however we are moving to a new system on August 8th called total triage. To be able to go live with this system our rotas can only be released on the day until go live day. We hope the new system improves access for patients going forward as each appointment request will be triaged by a clinician. To use total triage from August 8th please visit our website for further information or download the NHS app. If your appointment request is urgent before this date please do continue to try and book online / telephone or come to the surgery . 111 are also able to support patients should your need be more urgent for advice today .
-
Review titled Appointments
Rated 1 star out of 5
by Patricia Marshall - Posted on 19 July 2023
Having been advised by a locum Dr at the Arlesey Health Centre to book a GP appointment I have been trying for the last three mornings to do so at Larksfield and also a visit to the surgery trying to get an appointment It is an impossible situation and very frustrating for patients when trying to follow GPs advice GP appointment I have been trying for the last three days to book one at Larksfield.
Visited July 2023
Review titled Larksfield and Arlesey Medical Practice
Replied on 20 July 2023
We were sorry to read you have been unable to access an appointment . On August 8th we transfer to a new total triage system where we hope patients will find better access to the surgery. We have booked you a follow up appointment and sent these details to you by SMS. Our appointment books are currently only being released on the day to allow us to transfer smoothly on August 8th however we do hope you see an improvement with our new system in the future
-
Review titled Awful experience
Rated 1 star out of 5
by Anonymous - Posted on 25 July 2023
My mum was in need of help regarding a mental health crisis. She called and was on hold for 35 minutes, in which time we drove to the surgery to get an appointment and was seen to quicker than the phone was answered. There were no appointments but explained it was mental health related and they said someone would call. A paramedic called who was nice, and got her an emergency appointment. On seeing the GP he had zero empathy, no compassion, and basically asked my mum what she wanted him to do. Not acceptable. It's difficult to get appointments here at this GP most of the time.
Visited July 2023
Review titled Larksfield and Arlesey Medical Practice
Replied on 26 July 2023
Good morning .We were sorry to read that your mum was in need of urgent mental health support . We Although we do try to accommodate urgent requests ; the majority of our appointments are taken early in the mornings on the day. We were pleased to read that our paramedic was able to contact you and arrange an appointment but sorry to read that you didn't feel the GP was not compassionate or empathetic . If you would like us to investigate this and request a response form the GP please write to us providing full details so that we can ask our G.P to reflect on the consultation. I have attached the below NHS link should you require urgent support in the future To avoid you having to hold on our telephone lines in a crisis https://www.nhs.uk/every-mind-matters/urgent-support/
-
Review titled Blood test results say book appointment but impossible
Rated 1 star out of 5
by Sue Eley - Posted on 05 June 2023
Last week I received message from surgery to book an appointment regarding my blood test results. Can't get an appointment via the phone, no appointments available on line. Cannot spend an hour a day holding on the phone.....so how do I discuss my test results and next steps? Why don't you offer an appointment when this is the case??
Visited June 2023
Review titled Larksfield and Arlesey Medical Practice
Replied on 12 June 2023
We were sorry to read you hadn't been able to obtain an appointment .We have now pre-booked one for you and sent you an SMS text to confirm . Due to staffing and system changes our appointment rotas are limited to 4 weeks in advance currently due to staffing and system preparation changes for when we move to a new triage system. We hope the system will help us to improve access going forwards for patients
-
Review titled Very poor practice
Rated 1 star out of 5
by Anonymous - Posted on 19 June 2023
This morning I took my neighbour who suffers dementia for an appointment for badly swollen hand. He was given an appointment for the 29th June. Surely this is not acceptable. What has happened to Marshfield surgery.
Visited June 2023
Review titled Larksfield and Arlesey Medical Practice
Replied on 26 June 2023
Good afternoon we were sorry to read about your neighbour and their hand and hope they have recovered . For injuries such as this we would normally recommend A&E so that any damage can be fully investigated , however i can appreciate this may be challenging in this case . We do now have an urgent triage team at the practice however initially this would be offered as a telephone call so we would not fully be able to assess. In August we are moving to a new booking system and we hope this alleviates some of the current pressure in regard to appointments and patient booking system .
-
Review titled Impossible to get an appointment
Rated 3 stars out of 5
by Chris - Posted on 16 June 2023
For the past week I have tried to book an appointment online but they are all gone within milliseconds of appearing. I have spent approximately an hour each day trying to get through on the phone but I never get through to speak to anyone and can't afford to keep holding on as I have to work. I am actually on the phone now whilst typing this review. Surely there must be a better system.
Visited June 2023
Review titled Larksfield and Arlesey Medical Practice
Replied on 26 June 2023
Unfortunately we are experiencing extremely high demand for appointments . When appointments are released online they go quickly. We have to balance the number of online appointments along with patients queuing for an appointment and patients telephoning . We are shortly moving to a new system which we hope improves access and prevents patients having to queue or wait on the telephone. The patients who can use are new system will be encouraged to do so to free up patients having to wait . You can also access advice through 111 if you are unable to contact the practice. If you need to be seen by a GP 111 will be able to book you an appointment with us the next day .
-
Review titled Terrible practice
Rated 2 stars out of 5
by Ryan foster - Posted on 17 May 2023
I don’t want to over exaggerate but inhale lost count how many times I’ve called this doctor bang on 8am to be put about 20th in the cue only when it gets to my turn there’s no more appointments left this has happened far to often for doctors surgery in my opinion and it just isn’t good enough
Visited May 2023
Review titled Larksfield and Arlesey Medical Practice
Replied on 18 May 2023
Good afternoon Ryan. We were sorry to read you have had difficulty obtaining an appointment but pleased to see you did manage to have a consultation on the same day of your feedback . Please do register for our online services going forward as this will prevent you having to call us at 8am . Kind regards Larksfield and Arlesey partners