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 Shocking service
Rated 1 star out of 5
by Gabriela Janovicova - Posted on 23 March 2024
The GP referred my husband for Urgent referral to gastroscopy dept. It took the admin team 2.5 weeks to finally type up the referral letter and send it off. I went to a surgery and chased up the referral after one week only to be told that my husband is "not the only one". We decided to go private as the matter was urgent costing us over £2k. My husband then got a text to say that the referral was typed up after 2.5 weeks of the original app. It make us scared to get ill to be honest as the service is truly shocking.
Visited February 2024
Larksfield and Arlesey Medical Practice has not yet replied.
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Review titled Shocking service
Rated 1 star out of 5
by Anonymous - Posted on 17 January 2024
Takes an hour or more to get through. They then tell you to goto a website to chase up. But tell you the wrong button to click. The receptionists don't listen to you, probably a training issue along with being overworked. I find this surgery shocking and I can't wait to move house to try another surgery which will be better, there's no way anywhere else could be worse.
Visited January 2024
Review titled Larksfield and Arlesey Medical Practice
Replied on 22 January 2024
I am sorry to hear you feel you had a challenging experience with our reception team. Unfortunately as your review is anonymous i am unable to investigate this further to identify the staff who may require further training .If you would like to submit a complaint which will enable to do so please download a complaints pack from our website or call into the surgery to complete one. Its helpful if we have times/ dates and the number you called from . Our reception team are currently undergoing training and we do hope you feel there is an improvement in the service going forward .
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Review titled Misleading advice/information
Rated 1 star out of 5
by Anonymous - Posted on 22 January 2024
Having tried for several weeks to get an appointment via the online triage system, which on every occasion stated that capacity had been reached,telephone calls which were not answered and visits to the practice,where the advice was that you could not make an appointment, I visited the practice again today. I was told that the only way that I would be able to submit a request would be to go on line at 8am or (in their words) you had no chance. When I refered to a notice which stated among other things; Make requests in your own time/Send a request into your GP practice, I suggested that this message was very different to what I was being told and in your own time did not mean at 8am. Still adamant the only way was an 8am submission I argued that 8am was not possible for everyone and provided examples; people at work/ traveling to work, parents getting children ready for school, to name but a few. Those of us unable to message at 8am are totally disadvantaged and being treated unfairly in my opinion. I left with my tail down but did make a later call to the surgery (which was answered) to be told the same thing about the 8am submission. At this point I was asked if I would like to speak to a paramedic ( I wasn’t sure why) which I happily accepted but this offer was then withdrawn. Advice and information at the practice differs from person to person and often I am told something that is not entirely true until I challenge. I have always been polite, calm and as factually correct as possible I believe, when inside I am sad frustrated, somewhat damaged and at times almost broken. I and many others are fearful for not only our own health but that of friends and family.
Visited January 2024
Review titled Larksfield and Arlesey Medical Practice
Replied on 05 February 2024
Im sorry to read that you are unhappy with our services. We have recently extended our triage submissions so that we can accept more on the day. Having moved over to the new service in August we needed to cap the service initially to ensure we were able to meet demand safely and train staff appropriately. We do hope you have now obtained an appointment however if you havent please contact our reception team who will be able to help you
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Review titled Disappointing service.
Rated 1 star out of 5
by Anonymous - Posted on 18 January 2024
Was on the phone for over half hour to being told you can't book an appointment over the phone anymore, and told me I had to complete a medical triage form but the time I go onto it they said they were fully booked for the day and to try again tomorrow. I finally got an appointment a week later but they cancelled the appointment so I had to call up again for them to tell me I had to complete another medical triage form. Just feels like a complete waste of time and the staff are so rude. Probably one of the worst surgery’s I have ever been to!
Visited January 2024
Review titled Larksfield and Arlesey Medical Practice
Replied on 05 February 2024
Thank you for your feedback , i can see that this must have been a stressful experience for you .If in unavoidable circumstances we have to cancel a clinic you should be contacted with a new appointment and not asked to complete another triage form. I will ensure that the team are reminded of this process to avoid other patients having the same experience
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Review titled Avoid this practice
Rated 1 star out of 5
by Anonymous - Posted on 25 January 2024
Arlesey Medical Centre was always a really good practice until the beginning of last year. You can never get an appointment on the day even if you in the queue spot on 8am. My daughter (age 10) needed an appointment and they were not able to help for 2 days. I called 11 which told us to go to Bedford Urgent Care. She was treated there but if symptoms didn't improve, I was told to go back to the GP. 4 days later, I tried to call as symptoms didn't improve and I have tried every day at 8am to log onto the link to complete a triage form but the service is not available every day for the last 5 days. I have taken my daughter to Qe2 who did various checks and said that she needs to be referred to paediatrician but this will need to be done by GP surgery. Call the GP surgery, they are still not able to confirm an appointment. What do you have to do get help? I feel so sorry for the reception staff, I can only imagine the verbal abuse they will be getting off the back of this 'new' process that doesn't make any sense at all.
Visited January 2024
Review titled Larksfield and Arlesey Medical Practice
Replied on 05 February 2024
We were sorry to read your feedback our triage form has been open at 8am each day we do hope you have been able to access this as we have increased the amount of requests we are able to manage recently . If you haven't please do contact our reception team who will be able to help you
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Review titled Poor service
Rated 1 star out of 5
by Anonymous - Posted on 13 January 2024
I had an appointment online with a physio recommended by larksfield in December. They said they would email me excercises and did not. I went back in January to get a contact number. They make another appointment for a follow up phone call. I had no phone call.
Visited January 2024
Review titled Larksfield and Arlesey Medical Practice
Replied on 22 January 2024
I'm sorry to hear you did not receive your follow up exercises . If you are able to provide the surgery with your contact details we can look into this matter for you .
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Review titled Poor service
Rated 1 star out of 5
by Keith Wilton - Posted on 22 February 2024
I was very ill with a chest infection. Trying the triage system was impossible even though I waited until the clock ticked over to 8 am, nothing! I phoned up only to be told if I didn’t like it complain to my MP! I did and then I got an appointment! I only wanted anti biotics! Very poor service! Never known anything like it! If I could have walked I would have gone to hospital or somewhere else!!
Visited January 2024
Review titled Larksfield and Arlesey Medical Practice
Replied on 22 February 2024
We were very sorry to read your complaint we certainly should not be advising patients that their only option is to complain to their MP. We currently have capacity for minor illness appointments following changes made to our rotas at the end of January. We do hope you have now recovered and hope that you see an improvement in the service going forward
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Review titled Efficient and quick appointment and referral
Rated 5 stars out of 5
by Andrew Morgan - Posted on 10 January 2024
A big thank you to the practice for providing an appointment a day after I requested one for a new issue with an existing condition , resulting in me being referred to a secondary specialist where I was seen and treated within 2 weeks ! Excellent communication throughout the process via text. Thanks
Visited January 2024
Review titled Larksfield and Arlesey Medical Practice
Replied on 22 January 2024
Many Thanks for your positive feedback which we will feed back to our team. We were pleased to read that your referral was processed quickly and that you were seen and treated within 2 weeks .
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Review titled Excellent Service and Experience
Rated 4 stars out of 5
by John McMillan - Posted on 31 December 2023
On the 28/12/23 I required an appointment for an irritable skin infection. In the past I had to phone the Surgery and wait to be acknowledged, only to be informed there is none available. On this occasion I was required to use the new Triage procedure and complete a form on-line. I had reservations on doing this due to some of the negative comments I had heard about the procedure. But I decided to make the effort and had a present surprise. The system was easy to complete,I got an immediate response from the NHS that my request had been received and within two hours I had an appointment for the following day at the Arlesey Medical Centre. The Receptionist and the Paramedic at the Centre were very friendly and most helpful.
Visited December 2023
Review titled Larksfield and Arlesey Medical Practice
Replied on 02 January 2024
Many thanks for taking the time to share your positive feedback which we will share with our team . We were pleased to read that our new triage system worked for you and that our team were helpful and friendly .
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Review titled Disappointing service
Rated 1 star out of 5
by Anonymous - Posted on 29 November 2023
The Surgery has no records of me at all, history of my vaccines, cervical screening or any letters that might be required. This has been mentioned to me in two separate occasions. I have made a request for travel vaccines on the 24th of Oct as we had planned to travel on the first week of December. When my family and I turned up for the appointment the nurse advise us she did not have all the vaccines for children at Arlesey branch, so we had to be rescheduled. We agreed at the time and got rebooked, On the 28th November, the day of our appointment, I received a cancellation text at 10:40am, and another text re-booking us for the 12th December, when we would not be in the country (as per the form submitted to the surgery) I phoned the surgery and they could only apologise and advised we could go private and that either way the vaccines would not be effective as they are recommended to be done 2 weeks before travel. Receptionist also said ‘as we are were fully booked for the rest of the week, and paramedics are doing other things, we can only apologise’ I have requested a call from them to see what could be arranged and also try to get a hold of them for over 30 min with no answer.
Visited November 2023
Review titled Larksfield and Arlesey Medical Practice
Replied on 04 December 2023
I was sorry to read your review regarding travel vaccines , we do try to offer the NHS travel vaccine service dependent on availability of vaccines and capacity, however i appreciate your frustration at having arrived at the appointment and then informed we did not have stock . Unfortunately when we have staff sickness we do have to prioritise appointments we can offer and travel requests may be signposted elsewhere in these circumstances. In regards to the surgery have none of your health records .Please could you use the admin queries function on our website under appointments to send this to us as a query . This is will enable us to fully look into this matter for you Kind regards