Lea Wharf Medical
17 Bircherley Green, Hertford, SG14 1BNContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Disappointed by the wait
Rated 3 stars out of 5
by Jayne K - Posted on 12 November 2024
Unfortunately 2 doctors were off ill so patients were taken on by remaining doctors. After a 30 minute wait I had to do another econsult to make another appointment as I had other commitments. The econsult is very frustrating as most questions are irrelevant, it is so long winded. Econsult refers to breathing, heart attacks and sepsis. I would be calling an ambulance if I had any of these symptoms. The stress it causes me to just book a doctor's appointment is unbelievable. I don't go to the doctor's unless I feel it is important and it is proving to be very difficult. The long wait adds to my anxiety. I just want my health issue dealt with.
Visited November 2024
Review titled Lea Wharf Medical
Replied on 14 November 2024
Thank you for discussing this with me yesterday Jayne. I do hope your concerns were addressed throughout our call. As discussed our systems have been created to ensure patient safety at all times and as always we would encourage patients who struggle with the e consult system, to reach out to the team who will be more than happy to help. With Thanks Molly Patient Correspondence Manager
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Review titled Fantastic surgery
Rated 5 stars out of 5
by Anonymous - Posted on 22 November 2024
Feel very lucky to be a patient at Wallace house now Lea Wharf medical, today's appointment via phone was followed up with text explaining next steps. Great use of tech.
Visited November 2024
Review titled Lea Wharf Medical
Replied on 25 November 2024
Thank you so much for your kind words. The team work incredibly hard to ensure patients are priority and your comment is incredibly motivating to the team. We are always looking at new systems to improve our services. Your feedback is very useful. Many Thanks Lea Wharf Medical Team
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Review titled Transferred to Carlton Court Surgery
Rated 4 stars out of 5
by Anonymous - Posted on 19 November 2024
Important appointment, Doctor was welcoming and understanding. He listened to me symptoms thoroughly. Diagnosed possible issue and was thorough at setting up blood tests and consult. Very happy.
Visited November 2024
Review titled Lea Wharf Medical
Replied on 20 November 2024
Thank you for taking the time to share your experience. Your feedback ill be gratefully received by the team. Many Thanks Lea Wharf Medical Team
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Review titled Bad
Rated 2 stars out of 5
by Anonymous - Posted on 03 October 2024
I don’t understand why it’s not possible to choose the doctor you’d like to speak with. When dealing with an ongoing issue, as I am, it makes sense to see the same doctor for consistency. Despite mentioning this in the e-consultation, it never happens, and repeatedly explaining the issue to different doctors is frustrating. Each time, the doctor suggests something different, like needing a face-to-face appointment or a phone call, even though I’ve already been seen. If I’ve had an in-person visit, a phone consultation should be enough. I suggest reviewing your triage system.
Visited October 2024
Review titled Lea Wharf Medical
Replied on 15 October 2024
Thank you for your feedback. The triage system is designed to safeguard our patients and triage through a safe system. I can understand it may frustrating to not see the same GP at every appointment, however we always ensure patients are seen within a time frame medically suited to their clinical needs. Therefore an appointment with the same GP may not always be possible as this could create unnecessary risk to the patient. In regards to face to face and telephone appointments, again this will be triaged by a clinician who will offer the most suitable appointment according to the patients needs.
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Review titled Exceptional service.
Rated 5 stars out of 5
by Jill Chartell - Posted on 13 February 2025
At the beginning of October.2024, I was lucky enough to have a last minute ' face to face' appointment, with a fairly new doctor to the practice. My appointment was largely due to a very helpful, and efficient receptionist, who is one of several receptionists, who are all equally good. The particular doctor with whom I had an appointment, was very attentive; caring, and gave me some excellent advice. The doctor, followed through, with a very well written letter to the consultant, whom I had previously seen on the N.H.S.at Hertford county hospital, over 7 yrs ago. Unfortunately, because of the long time gap in seeing this particular consultant, there was no possibility of seeing this particular consultant speedily, on the N.H.S. The doctor whom I consulted, facilitated my private appointment with the consultant of my choice, through his excellent letter. Thank you.
Visited October 2024
Review titled Lea Wharf Medical
Replied on 20 March 2025
Dear Jill Thank you so much for sharing your experience! We’re delighted to hear that you received such attentive and caring service from both our reception staff and the doctor. It’s wonderful to know that the doctor’s follow-through with the letter helped facilitate your appointment and made a real difference for you. We truly appreciate your kind words and are so happy we could assist you in getting the care you needed. If you need any further support, don’t hesitate to reach out – we’re here to help! Best Wishes Lea Wharf Medical Quality Team
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Review titled Kindness & Support
Rated 5 stars out of 5
by Bernadine Smith - Posted on 11 October 2024
During a very difficult time over the past few months. I’d very much like to thank all the staff and GP’s for the kindness and support given to me. With empathy going over and above to assist in my wellness. Especially the admin and secretarial staff. It makes the difference especially when you’re not feeling supported. Thank you !!
Visited October 2024
Review titled Lea Wharf Medical
Replied on 15 October 2024
Thank you Bernadine for your kind words. The team always strive to ensure our patients are well looked after despite the daily pressures. Your feedback will be welcomed by the team and will be shared with them directly.
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Review titled Awful receptionist
Rated 2 stars out of 5
by Amy Blackaller - Posted on 28 October 2024
To start on a positive, the doctor I saw was absolutely fantastic and would recommend her. However, the receptionist was rude and unhelpful. Two elderly people came into the practice seeking help on booking an appointment, one of whom was recovering from prostate cancer, the only advice the receptionist could offer was to complete an e consolation. The gentleman was clearly distressed and ask is there was any other way, she just kept saying the same thing. He left with no solution.
Visited October 2024
Review titled Lea Wharf Medical
Replied on 29 October 2024
Thank you for your feedback and making us aware. This is not the usual protocol we would expect our team to follow and have options and support available to those who may not be able to complete an e consult. We have a fully trained team on site who are able to assist in an event such as this. I believe you have now been contacted by a member of the management team regarding this. Please also note that this information has been shared to the team to ensure similar situations can be prevented in the future.
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Review titled Go somewhere else
Rated 2 stars out of 5
by Anonymous - Posted on 04 September 2024
I left an e-consult requesting a medical document over two weeks ago. This went ignored, and hence after the waiting period ended I contacted the surgery to request a response. They replied requesting I could supply them with a form to fill out (which I did, within 24 hours). Another week has now passed and I have received no correspondence. After trying to ring, the phone options do not offer the opportunity to speak to an administrative team or patient services unless it is about private work (option 1- appts, test results, 2- cancel appt, 3- private work, 4- other medical professionals). There isn’t a clear pathway for this situation which I imagine I am not alone in (previous GP practices offered both a patient service team and administrative assistance in their options). After sitting on the phone for a while (it doesn’t give a prediction of how long this will be or where you are in the queue), I left yet another e-consult requesting the document, however will now have to wait another week before potentially getting a response (given my previous experience - the only time I have used e-consult previously - I am worried this will be ignored and in a weeks time I will still have nothing). My patience is wearing thin and I now may miss the deadline to apply for the requirements I need with the medical document.
Visited September 2024
Review titled Lea Wharf Medical
Replied on 15 October 2024
Thank you for your feedback and I apologise on behalf of the surgery for the delay in response. Option 1 for appointments and test results would connect you to a member of the patient services team to discuss not only appointments but for general queries too. I do however take on your feedback that this may not be very clear. If your query has still not been resolved our patient services managers would be keen to understand your concerns in more depth. Please contact us, by selecting option 1 appts and test results and member of the team will be able to transfer you. Our phones lines do operate a call queue position message, I have checked the message this morning to ensure no faults with this. I apologise if this was not working on the day of your call and would be keen to investigate your concerns. Please do get in touch.
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Review titled Better way to book a routine smear/flu vaccine
Rated 3 stars out of 5
by Lau - Posted on 18 September 2024
This is a suggestion, I was advised to do by castle gate surgery where I had a routine smear test last month. I mentioned that I was refused to book one over the phone and have to book through an e-consult. This would be fine if you didn’t have to answer continuous questions about whether you are breathing heavily or have sensitivity to light. You shouldn’t need to go through this process just to book a smear test. Don’t mind doing an E-consult if you had a link that would take you to a diary to book the appointment, you are not ill so answering all pointless questions is time consuming. I mentioned this to castlegate surgery where my appointment ended up being, and they were shocked that I couldn’t just phone and book and said there practice allows you to phone. I said I was refused face to face and via telephone. I also got a letter this morning to book my sons flu vaccine, it was pointless to hang on the phone to be refused, so did the e consult, again there is nothing to take you straight to an appointment diary where you can just pick the date suits you. E consult needs updating. Not everyone is essentially ill they just want to book routine appointments.
Visited September 2024
Review titled Lea Wharf Medical
Replied on 15 October 2024
Thank you for your feedback. The practice does allow routine nursing appointments to be booked over the telephone so i apologise for the barrier you faced on this day. We would be keen to speak with you regarding this to look at your individual experience and those involved. Please do contact us and ask to speak with a patient services manager so we can investigate this for you.
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Review titled Overall disappointed
Rated 2 stars out of 5
by Anonymous - Posted on 02 September 2024
We have just moved to Hertford and want our GP close to the house and signed up with the practice in town. I just had my first appointment and was sent to a different location a 45 mins walk from where we live. Not Ideal as we don't have a car. I had the first appointment of the day and the doctor came walking in 8 minutes after my appointment should have started and I wasn't seen until 15 mins later. The doctor did not apologise for being late my visit lasted for about 5 mins and I left feeling like like I was an admin task he needed to get off his desk.
Visited September 2024
Review titled Lea Wharf Medical
Replied on 02 September 2024
Thank you for letting us know. we would like to understand a little more about your experience so we can fully investigate. Please do get in touch so we can look at this in more details and ensure nothing has been missed for you. We look forward to hearing from you direct.