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 Good service
Rated 3 stars out of 5
by Carol Hampton - Posted on 16 October 2023
Hello I must send a short report today the past two times have not been very good but today I put a request in this morning and was able to see the nurse a12 noon very good and the nurse was really nice and helpful! A thumbs up
Visited October 2023
Review titled Larksfield and Arlesey Medical Practice
Replied on 17 October 2023
Thank you for taking the time to give our team positive feedback , this really helps to build staff morale within our organisation .
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Review titled Impossible to get appointments
Rated 1 star out of 5
by Anonymous - Posted on 11 October 2023
I’m 8 weeks pregnant with a fever and tonsillitis. I completed the form at 7am and then received a text at 6.30pm saying I couldn’t been seen today. I called 111 and got what I needed within a few hours but why is this now the norm? Only last week I saw a woman in the surgery in severe distress as she couldn’t get an appointment for her mental health. It’s scary to me how under resourced the surgery is for the size of the local population.
Visited October 2023
Review titled Larksfield and Arlesey Medical Practice
Replied on 12 October 2023
Good afternoon We are sorry to read you have been unwell. As you had submitted this query yesterday through a patient feedback form we have already investigated this query. While we do sympathise with you being unwell unfortunately if our appointments are at capacity that day and in advance then we do need to signpost patients to other services . In regards to mental health the appropriate service when we have reached capacity is 111 and option 2. Mental Health is complex and at times it may be not be appropriate for patients to be seen in our service should they require support more urgently in crisis then they will be signposted to the appropriate service .We obviously cannot comment on the matter you have raised but would like to raise awareness regarding mental health support in the area and when to access urgent help . As a practice we do try to see as many patients in house as appointments allow , we understand its difficult for patients to travel at times however sometimes this is unavoidable and patients are asked to access another service . Kind regards Practice Manager
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Review titled Excellent Service and Experience
Rated 3 stars out of 5
by John McMillan - Posted on 05 September 2023
Both my wife and I had to book a Blood test for October. In the past the the experience was stressful. Long hourly waits on the telephone, then being told no appointments available. However, today 05/09/23 the experience was excellent, we got straight through on the telephone,the reception staff was friendly and most helpful and we both got an appointment with no fuss. We can criticise when it is due but we should also give credit when we receive good service. Thank You.
Visited September 2023
Review titled Larksfield and Arlesey Medical Practice
Replied on 12 September 2023
We were very pleased to read your positive comments and that you had a positive experience at our practice . Our team are fully committed to improving patient care in the future . Thank you for taking the time to leave positive feedback it really does mean the world to our teams
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Review titled Not very good
Rated 1 star out of 5
by Roger Martyn Neville - Posted on 31 August 2023
am on apixaban, blood thinners, cut myself on 29th, could not stop bleeding, doctor told me to get blood test, tried online couldn't book one so went to surgery spoke to receptionist got booked in for 27th Sept, on 30th Aug cut started bleeding again, could not stop it, phoned 111 spoke to someone, bleeding stopped told me to contact surgery, phoned surgery, spoke to receptionist, explained situation and asked if I could speak to doctor, was told no appointments available so I asked if doctor could phone me, not too difficult I thought, but was told no telephone appointments available, receptionist then told me I could go to a walk in clinic, I asked where the nearest was she told me welwyn qe2, I asked how do I get there, down the a1 she replied, I think the receptionist missed the irony assuming I could drive, I appreciate I'm not the only person who needed advice, but surely a gp could make a phone call, the surgery is not efficient enough for the size Stotfold is now.
Visited August 2023
Review titled Larksfield and Arlesey Medical Practice
Replied on 12 September 2023
We were sorry to hear of your injury and experience . In these circumstances the correct advice would have been to attend an urgent care centre as we are not equip for such emergencies in primary care . Appointments are pre booked appointments in general practice . A doctor would not have been able to treat your condition over the telephone on this occasion . I do also appreciate its difficult when you don't drive and I'm sure if we had an appointment available our team would have fit you in , however if we have reached capacity we cannot squeeze patients into clinics.
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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
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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
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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
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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 .
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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
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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/