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 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
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Review titled Additional adjective
Rated 1 star out of 5
by John F Gardner - Posted on 22 February 2023
Having taken the time to add 2 reviews , of which only has been accepted, I find it necessary, unfortunately , to post yet another . Having waited for the promised phone appointment since 9am the phone finally activates at 2.30pm . After the mandatory introductions my first question to the Doctor was .. How much time is a patient actually afforded for a phone appointment ? The reply came back rudely .. You get 10 minutes and you should know that !! My reply to that rudeness was simple in that if I knew that was the case I wouldnt be so stupid as to ask the question . The adjective , rude , can sit quite uncomfortably amongst others on this review section including , awful , overstretched , terrible , shambolic , incompetent , and several more too !!! . In all honesty I have never ever been told by anyone at Larkfield Surgery that 10 minutes was a maximum time allowed for a phone appointment . I am truly astounded that any intelligent Doctor can behave in such a fashion . As a betting man by nature I bet there is not one single patient attached to Larksfield that has ever been informed by anyone at the surgery that 10 minutes was a maximum time allowed for a phone app.. I rest my case !!
Visited February 2023
Review titled Larksfield and Arlesey Medical Practice
Replied on 02 March 2023
The practice have declined to comment on these reviews as we do not feel the feedback is constructive in any way and is demoralising to our team who work extremely hard in challenging circumstances. If you have an individual complaint please write to us following our complaints procedure before online comments regarding our team lead to a relationship breakdown.
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Review titled Have no idea how to treat patients
Rated 1 star out of 5
by Adrian Everton - Posted on 08 February 2023
After over 3 weeks, I am still waiting for the result of my x-ray. As I am abroad until 1 March, I have been trying to get an appointment with a GP on my return but I have received no communication from the surgery. If I wait until my return, I will not get an appointment until April. I have had chronic pain in my hand since last June and I really need to have some early treatment. But how???????
Visited January 2023
Review titled Larksfield and Arlesey Medical Practice
Replied on 20 February 2023
Good afternoon Adrian We have tried to contact you on the numbers we have listed today and will try again tomorrow
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Review titled Disappointed
Rated 2 stars out of 5
by Anonymous - Posted on 11 January 2023
After waiting a week for a telephone consultation with a nurse, then a further 5 days for a telephone consultation with a GP I was eventually invited in for an actual GP appointment one week later. Considering how hard it is to get an appointment I had a couple of problems I needed to discuss, I was totally shocked when the GP sighed at me, not what I expected at all. I am not a frequent user of the surgery only for repeat prescriptions which I do online. Where has the compassion/care gone, very sad times
Visited January 2023
Review titled Larksfield and Arlesey Medical Practice
Replied on 12 January 2023
We are sorry to hear you had difficulty obtaining an appointment and that your consultation was unsatisfactory . To enable us to investigate this fully please could you complete a complaints form through our website or in our reception area .
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Review titled Painfully awful
Rated 1 star out of 5
by Anonymous - Posted on 05 December 2022
I saw a locum doctor who thought my extremely traumatic experience was funny. He took 10mins to fail to write me a sick note as he couldn’t use the computer. He also said he’d arranged a call for me from a psychiatric nurse - which it appears he didn’t. I’m beginning to wonder if it was just an actor and not a doctor at all. I might take the whole experience to a formal complaint.
Visited December 2022
Review titled Larksfield and Arlesey Medical Practice
Replied on 28 December 2022
Please contact the surgery directly using our complaints procedure so that we can fully investigate this matter on your behalf. You can download a complaints pack on our website or collect from the reception area .
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Review titled Impossible to get a appointment
Rated 1 star out of 5
by Anonymous - Posted on 22 December 2022
Completly useless policy of appointments on the day only. Held in queue for hours to be told ‘none available.’ Every morning this is the same. Unfit for purpose
Visited December 2022
Review titled Larksfield and Arlesey Medical Practice
Replied on 28 December 2022
Good morning we do offer pre - bookable appointments. Unfortunately these go very quickly once released . Current BMA and local guidance during winter pressures is that practices move towards on the day appointments to help with high demand across all systems . Our teams try to accommodate both system requests and patient requests . We advise all patients to register with online services to help us manage this demand and book online rather than telephone .You can access both on the day an advance appointments online
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Review titled couldn't get any worse
Rated 1 star out of 5
by Anonymous - Posted on 21 December 2022
I have been trying to get an appointment with a GP for the past three weeks. Couldn't hold on for more than one hour as I'm on a customer facing team. I have tried their number six times in the past three weeks. No joy. If I do that to any one of our customers, I will be sacked by my employer for letting a client hold on to the phone for more than ten minutes. The service is diabolical. There is no other way to get an appointment. On-line booking system is farcical, there are no slots or it doesn't work.
Visited December 2022
Review titled Larksfield and Arlesey Medical Practice
Replied on 28 December 2022
Please contact the surgery directly to reset your online passwords. Our online booking system is fully working