Larksfield and Arlesey Medical Practice
Larksfield & Arlesey Surgery, Arlesey Road, Stotfold, Hitchin, SG5 4HBContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Unbelievable
Rated 2 stars out of 5
by Anonymous - Posted on 26 April 2023
Today I waited over 1.5 hours in a telephone queue (it’s not unusual to wait in excess of an hour) which I was moving up! Having been stuck at nr 2 for around 20 mins I gave up and drove to the surgery only to find a note on the door saying it was closed for the afternoon for protected training time. I was clearly moving up the queue as others dropped out. Why oh why was there not a closed message on the line? Total waste of my time plus I was at work so a waste of their time too! Apparently there was a notification on Facebook. Sorry but I do not check Facebook every time I want to call the doctors. I find this disrespectful to patients.
Visited April 2023
Review titled Larksfield and Arlesey Medical Practice
Replied on 03 May 2023
We were sorry to read that this happened to you during our Protected training time. We have reported the problem to our telephone provider as all lines should have automatically gone off during this time and a message for patients to inform them of the closure. Our protected closure dates are on our website . By sharing information on Facebook , our website and a sign on the door it is not our intention to be disrespectful to patients but to communicate to as many patients as possible that the team are undergoing essential training on those dates .
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Review titled No service whatsoever
Rated 1 star out of 5
by Anonymous - Posted on 17 March 2023
2 hours on phone waiting, then told no appointments and don't hang on after 8.30 as all appointments will be gone, call back next week. A total waste of a morning for nothing, a little bit of though and effort into the systems used could improve the service massively, however as usual it will be blamed on underfunding, even though other practices seem to be able to manage with the same funding. Place needs managing properly.
Visited March 2023
Review titled Larksfield and Arlesey Medical Practice
Replied on 23 March 2023
We were sorry to read your review regarding the long wait on the telephone . We are currently training additional reception staff and prioritising the telephone service. Hopefully you will see an improvement in the next few weeks as our staffing has increased. The shortage of staff was not due to funding it has been due to recruitment and retention of staff . We do believe as a practice we are tackling both of these issues .
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Review titled Lovely GP
Rated 5 stars out of 5
by Anonymous - Posted on 02 March 2023
I have high blood pressure and other Drs (not at Larksfield) have been fairly abrupt about the fact I need to loose weight, however my appt today has left me feeling happy about myself. The GP was lovely and made me feel better about things.
Visited March 2023
Review titled Larksfield and Arlesey Medical Practice
Replied on 03 March 2023
Thank you for your feedback regarding one of our team . We share all feedback at Practice Meetings and this will certainly help to build our teams morale .
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Review titled Wonderful staff a
Rated 5 stars out of 5
by Anonymous - Posted on 03 March 2023
I received absolutely stellar service from this Surgery after my recent visit, both in person and over the phone for my young son. My son was booked for an in-person appointment promptly, seen on time, prescribed medication, booked and attended a blood test at the hospital, received the result and an appointment to discuss with the surgery all within 48 hours. Any query or concern that I had was answered in full as the staff were knowledgeable, friendly and went above and beyond to ensure my son was able to stay safe and well. Thank you so much to the entire staff at Larksfield!
Visited March 2023
Review titled Larksfield and Arlesey Medical Practice
Replied on 04 March 2023
Thank you for your positive feedback which has been shared with the team . Positive reviews help our team to boost morale during challenging times. We hope your son is feeling better and all is well with his test results . Thank you for taking the time for our team in writing your review; during what must have been a worrying time for you .
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Review titled Web site down
Rated 2 stars out of 5
by Anonymous - Posted on 28 March 2023
Larksfield web site is down I cannot log in to reorder my prescription. What is happening with your web site?
Visited March 2023
Review titled Larksfield and Arlesey Medical Practice
Replied on 28 March 2023
Please note the practice has a new page for Larksfield and Arlesey Medical practice feedback . Our website provide is currently down nationally the latest correspondence we have is that they they aim to resolve this within 48 hours . We are keeping patients upto date through our Facebook page on progress
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Review titled Poor experience
Rated 1 star out of 5
by Anonymous - Posted on 06 March 2023
After several attempts at phoning the surgery, I paid a visit to see if I could get an appointment to discuss an ongoing medical issue with the Gp I was told by the receptionist to call only. I explained that it is very difficult to call as I am a heavy good vehicle driver and am on the road when the surgery opens. (Have been off and tried unsuccessfully and nothing online) I cannot phone whilst driving, plus the wait times are excessive, then there is no guarantee it will even be answered. I was then advised to go to the Urgent Care centre at the Qe2 Hospital, where I was advised I would ultimately need Gp referral as they can only refer to A&e So a 46 mile round trip, waste of 3 hours, plus parking fees all because I cannot book an appointment face to face. Could have my details been taken so a doctor could call me? I am post head injury with an ear problem that is worsening.
Visited March 2023
Review titled Larksfield and Arlesey Medical Practice
Replied on 07 March 2023
Good morning we are sorry to hear of your injury in these circumstances where a head injury has occurred and you have worsening symptoms we would advise you go directly to A&E . If you are unable to attend A&E we would ask you call our team and request a priority paramedic appointment although please be aware of the below. They may advise you to go to A&E as we cannot treat acute head injuries with worsening symptoms, further investigations may be required. Our priority team would need to call you back so if you are unavailable to take telephone calls this would not be a suitable appointment type for you .
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Review titled Unacceptable timescales
Rated 1 star out of 5
by Anonymous - Posted on 06 March 2023
Trying to get an appointment is like gold dust. I have waited on the line for 45 minutes at a minimum and then had to give up as it is not feasible to stay on the line for this long as I need to get back to work. I have at one point stayed on the line 2 hours. In the end I resorted to paying for private healthcare however I have been waiting 5 weeks to get a form completed saying I haven't claimed on these symptoms before so I can get private treatment. I have had no progress on this despite going into the surgery or following instructions to email and call which I have done. My treatment has been delayed by 5 weeks. So what do we do as patients. I've given up using the go and now I'm paying for private healthcare which I can't even use as the surgery is blocking the process.
Visited February 2023
Review titled Larksfield and Arlesey Medical Practice
Replied on 07 March 2023
Good morning could you please call into the surgery or download a complaints form from our website including your patient details so we can look into this matter for you. Please address your complaint for attention of the manager and hand this back into reception
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Review titled Absolute Shambles - Needs Investigating
Rated 1 star out of 5
by Anonymous - Posted on 28 February 2023
Only have on the day appointments, lines and doors open at 8am. At 8:01am receptionist advised that there was only 6 Doctor appointments available for the day as only 2 onsite doctors. Everything else would be a prescribing nurse. This isnt a one off, this is an everyday occurance. What is going on with this practice? They need investigating
Visited February 2023
Review titled Larksfield and Arlesey Medical Practice
Replied on 02 March 2023
Good afternoon we have a mixture of pre bookable and on the day appointments. Unfortunately our pre- bookable appointments go quite quickly . We offer 37 clinical sessions a week for G.Ps at Larksfield , these include our specialist care home GP as well as pre-bookable and on the day G.Ps / Nurse practitioners and paramedics . We generally have a model where there are 3-4 G.Ps daily so its not clear why our reception have informed you there are only 2 G.P's . We work closely with the ICB and CQC at our request for support while trying to improve services as a new partnership to the Larksfield community . Improvements are being made and we hope to be able to improve even more so in the future
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Review titled Frustrating
Rated 1 star out of 5
by Anonymous - Posted on 02 February 2023
Tried to get a doctors appointment after i had been off sick for a week, on phone for an hour only to be told no doctors appointments but you can get a sick note on line. Tried again next day to phone was 2nd in queue and guess what, no appointments. So on line I went for sick note, which I received in couple of days. Tried to go on line again to extend my sick note as still not well. Could not get on line ( as system was being updated). Phoned for an appointment, no appointments but was told to try on line the next day for sick note.Success, got on line filled in relevant information. After a week of phone calls and going down to surgery I am still waiting for a sick note. Gone are the days when you could see a doctor on the day. Such a shame.
Visited February 2023
Review titled Larksfield and Arlesey Medical Practice
Replied on 06 February 2023
Unfortunately we are experiencing high demand currently . Please do use our online facilities where possible. We now have a new website and unfortunately this meant all online services where down for a short period of time while this went live. Med 3's can be backdated and hopefully your request has now been processed . We apologise for any delay .
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Review titled No appointment, awful reception staff
Rated 1 star out of 5
by AKG - Posted on 03 February 2023
No appointments after trying for 3 weeks, calling first thing the morning and even within the first 20 in the queue, hold time of 1-2 hours, only to be told no appointments left. Was told patients walk-in and queue at the surgery 1 hour before it opens to get appointments, so none left on the phone. No pre-bookable appointments available either. Awful reception staff, quick to lose temper and shout at patients, who might not be in great physical or mental health already requiring GP services.
Visited February 2023
Review titled Larksfield and Arlesey Medical Practice
Replied on 06 February 2023
Whilst we are experiencing high demand at the surgery and apologise for any delay in obtaining appointments we are very concerned regarding your feedback concerning our reception team and would advise you to write to us using our complaints process so that this matter can be investigated . Our reception team work incredibly hard and we would welcome the opportunity to gain clarity on the incident you have raised . Please be aware all calls into the surgery are recorded therefore if you are able to write to us with further detail we can thoroughly investigate