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 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 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 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.
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Review titled Great Experience
Rated 5 stars out of 5
by Anonymous - Posted on 25 September 2024
Great experience this morning (25th Sept). It was my first visit to the new surgery. Receptionist lovely and I was seen early for my appointment by a very friendly nurse. Thank you
Visited September 2024
Review titled Lea Wharf Medical
Replied on 15 October 2024
Thank you for your feedback. I am extremely happy to hear you received a positive service from the team. I will ensure your feedback is passed to them directly
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Review titled Bad experience
Rated 1 star out of 5
by Anonymous - Posted on 16 September 2024
The triage system should be reviewed to offer patients the option of face-to-face appointments after work as people that work do get unwell as was the case for myself today. Furthermore, I believe the planned care manager I spoke with could benefit from customer service training, as making a patient feel like an inconvenience is not appropriate. I did not feel like I got a great service when I contacted the surgery with an ongoing medical problem.
Visited September 2024
Review titled Lea Wharf Medical
Replied on 15 October 2024
Thank you for your feedback, I am sorry to hear your experience was not positive. Our triage system allows our clinicians to safely assess individual patient needs and create outcomes for the patient. Whilst I understand not all appointment times offered may be suitable for the patient, we would always encourage our patients to attend to avoid delay in care. The practice has an allocation of appointments for Extended Access, this is additional appointments for evenings and Saturdays provided to patients by the PCN. Therefore capacity and clinical need may not always allow. In regards to your conversation with our Planned Care Manager I will pass this feedback to the individual and hope your next experience with us is more positive.
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Review titled Disappointed
Rated 1 star out of 5
by Anonymous - Posted on 14 August 2024
I have a complex medical history, including mental health issues and a persistent problem. I followed the instructions to submit an e-consultation and provided my availability. However, the triage doctor chose a telephone consultation, which an admin member then scheduled. This proved inadequate, as I was informed during the call that I actually need a face-to-face appointment, and a weekend slot wouldn’t be suitable. I suggest the practice reassess its triage process, particularly if it has transitioned to a total triage system.
Visited August 2024
Review titled Lea Wharf Medical
Replied on 02 September 2024
Both national and local authorities are very keen that general practice offer total triage system to allow patient equitably allocated resources and access to services. you are right to point out that this can create different results. I am grateful for your feedback and am pleased you were contacted promptly and received a call. sometimes a GP call can then gather more information and thus necessitate an additional face to face consultation. We are working hard to reduce telephone consultations to a minimum and offer face to face when ever specified by patient or triage professional.
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Review titled Usual speedy and compassionate service
Rated 5 stars out of 5
by Stephen McEnally - Posted on 06 July 2024
A while since I have needed to use the surgery and this was another favourable experience. I needed urgent attention and the response was speedy and compassionate. Within a few hours I had an appointment with a paramedic. Please once again pass my praise and thanks to everyone concerned. You all do such a great job.
Visited July 2024
Review titled Lea Wharf Medical
Replied on 15 October 2024
Thank you so much Stephen for your review. It's great to hear you had such a positive experience. We will ensure your feedback is passed to the team.
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Review titled Just joined and not impressed so far
Rated 1 star out of 5
by Anonymous - Posted on 20 May 2024
Moved from another local practice and completed eConsult which promised a response by end of the following day. 5 days have passed and despite me triggering reminder messages to them every day I've heard nothing. Thought having my doc in town centre would be more convenient but doesn't matter where they are if they don't bother responding to patient's needs. Presumably only taking patients as they get paid more if they have more registered. Don't bother joining.
Visited May 2024
Review titled Lea Wharf Medical
Replied on 08 July 2024
Good Morning, I am sorry to hear that you have not had contact. This is far from our usual standards. Please do get in touch so that we can investigate and make sure our process is working and offers safe care. Unfortunately I am unable to investigate your care without more details so the specifics can be audited. We have a complaints officer and and Patient service manager who would be very keen to explore the service you received and understand why you have not heard from us. We look forward to hearing from you so this can be resolved and to ensure you receive the appropriate care.