Park Lane Surgery
8 Park Lane, Broxbourne, Hertfordshire, EN10 7NQContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Great GP Practice
Rated 5 stars out of 5
by Deborah Meek - Posted on 18 January 2025
So many negative comments/reviews on GP surgeries in general. I cannot find fault with Park Lane. Yes, I may have to go on-line to request an appointment but I have always had someone call me to arrange for me to see a Doctor. The receptionists are all friendly and very approachable. I have also had the pleasure recently of being seen by a Nurse who was so kind, explaining everything to me, not rushing, and making me feel a valued patient. From the office side, I had a call querying a new prescription request. The lady was so polite and kind. I explained that ideally I did need the prescription to take on holiday with me - in 2 days time. She said she would do her very best to get this sorted within the short time scale but could not promise bearing in mind it was a Friday afternoon. On the Saturday morning I went to my local Chemist, with my fingers crossed!, and there was my prescription ready for me to collect in time to take away on my holiday the next day. Thank you!
Visited January 2025
Park Lane Surgery has not yet replied.
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Review titled Nurse health check
Rated 4 stars out of 5
by Paul Perry - Posted on 09 January 2025
I had my yearly health check with a nurse this morning and what a pleasure, experienced and knowledgeable with a lovely personality. Many thanks, Paul.
Visited January 2025
Review titled Park Lane Surgery
Replied on 09 January 2025
Dear Mr Perry Thank you for your review. It is so lovely for the staff to receive positive feedback. Your appointment this morning was with Nurse Emily & I will pass on your feedback to her. With kindest regards Helen Conaghan Practice Manager
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Review titled Excellent response times to health questions
Rated 5 stars out of 5
by Lucy Gymer - Posted on 18 January 2025
When asking for advice about health issues via the on line ‘Consult your Doctor’ facility quick response received from the surgery and timely appointment or telephone advice given on a number of occasions. Thank you
Visited January 2025
Park Lane Surgery has not yet replied.
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Review titled Excellent practice
Rated 5 stars out of 5
by Malcolm Draper - Posted on 04 October 2024
Recently I visited the practice and met an HCA Nurse who was extremely helpful in answering my questions she was also very kind and polite and efficient Many thanks.
Visited September 2024
Review titled Park Lane Surgery
Replied on 09 October 2024
Dear Mr Draper Thank you for your positive review. I agree, Amanda our HCA is very kind and polite, and I am glad you found her extremely helpful. I have passed on your compliment to Amanda. Staff really appreciate positive feedback. With kindest regards Helen Conaghan Practice Manager
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Review titled 50+ years without ever a complaint
Rated 5 stars out of 5
by Elizabeth Brown - Posted on 16 October 2023
My husband and I signed onto the practice over 50 years ago and have been delighted with the medical treatment and help we have received throughout that time which has been excellent. My husband died recently, but he had received regular monthly visits and the best of care from the doctor. which was a great help to him and to me! I am so grateful to the Practice Manager, office staff, nurses and all the doctors too, for all the help they have given. I would not hesitate to award 5 stars to this practice.
Visited October 2023
Park Lane Surgery has not yet replied.
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Review titled Can’t get an appointment
Rated 1 star out of 5
by Jackie Dally - Posted on 30 May 2023
Today I called the surgery to try to make an appointment for my very ill husband I started calling at 8.00am and was cut off 18 times until finally at 8.43am I was told all the appointments had gone. I was actually in the surgery whilst I was doing this and the receptionist could not help me to get an appointment. I finally broke down in tears and one of the nurses took me into her office but no appointment was given. I was told I would have to go through the whole procedure again tomorrow or take my husband to A & E. Why oh why is it so difficult to see a GP? I was told there was only 2 GP’s working today. This cannot continue you cannot treat people like this.
Visited May 2023
Review titled Park Lane Surgery
Replied on 19 June 2023
Dear Ms Dally I am sorry that you are unhappy with the service provided. As explained in my letter to you on the 15 June 2023. As your husband needed emergency medical assistance, the advice you were given by a nurse was to go to A&E and not to be booked in to see a GP as A&E deal with medical emergencies. Kind regards Helen Conaghan Practice Manager
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Review titled Dreadful surgery, getting worse by the day
Rated 1 star out of 5
by Anonymous - Posted on 29 March 2023
The doctors are very good, if and when you can get an appt. The management of the appts are absolutely dreadful. How in this day and age should we be expected to ring at 8am or 11am to get an appt for that day, by the luck of the draw. As soon as you ring, or go online at that time, the appts are already filled. I am a pensioner but heaven help me when or if I reach a ripe old age that I will be able to cope with this frustrating method of getting an appt. I would like to send an email to my doctor with a simple query. Is this possible? Oh no. I have to go online at 8am to do this and only can if I'm one of the luck few that get through. I can't say how dissapointing, frustrating and angry the surgery makes me and my friends who are also registered here. I'm sure they are responsible for our blood pressures rising and ending up feeling generally unwell at just the thought of trying to communicate with them. Also, how they managed to get a 'good' inspection, I have no idea. It must be the lovely doctors who, as I said are very good once you manage to see one which is not likely.
Visited March 2023
Review titled Park Lane Surgery
Replied on 30 March 2023
Dear Patient Thank you taking the time to leave a review. I am sorry that you feel that we are not providing the service expected from you. You said that the doctors are very good, but the management of the appointments are absolutely dreadful. In response to that comment, it is the GP Partners (doctors) that manage the appointments and not the management. You said that as patients, you have to ring at 8am or 11am to get an appointment and the appointments are already filled. In response to that comment, appointments are released at 8am and 11.30am. On Monday, 27th March 2023 at 8.30am, there were no patients waiting on the phone line to make an appointment and we still had six appointments available. The reason we were aware of this is because we had a new phone system installed last month which monitors how many patients are in the phone queue, how long they have been waiting and what telephone number they are calling from. At 8.30am on the 27th March 2023 there were zero patients waiting on the phone line to book an appointment. You said that you would like to send an email to your doctor with a simple query, is this possible? Oh no, as you have to go online to do this at 8am. In response to this comment - This is incorrect as you can send a message to your doctor at anything through our website. May I suggest that in future you email the surgery with any queries regarding the surgeries appointment system or with any complains to reception.parklanesurgery@nhs.net so that we can answer them directly to you. I can assure you that our aim is to offer the best service possible within our resources. Kindest regards Helen Conaghan Practice Manager
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Review titled Nurse commendable
Rated 4 stars out of 5
by Anonymous - Posted on 15 March 2023
Following a procedure at the surgery, the nurse made me feel calm and relaxed. Her communication skills and tips to make the procedure pain free were excellent. A true professional who cares about the service she provides for her patients. Keep up the good work.
Visited March 2023
Review titled Park Lane Surgery
Replied on 16 March 2023
Dear Patient Thank you for your review. I am so glad you had a pleasant experience at the surgery. Kindest regards Helen Conaghan Practice Manager
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Review titled First class practice
Rated 5 stars out of 5
by Patrick N - Posted on 14 March 2023
Family well cared for. Excellent communication and prompt response to issues. Friendly staff, nurses and doctors. Highly recommend.
Visited March 2023
Review titled Park Lane Surgery
Replied on 14 March 2023
Thank you for your lovely review. It's so nice to hear when patients are happy with the service provided. Kind regards Helen Conaghan Practice Manager
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Review titled Impossible to get through
Rated 1 star out of 5
by Anonymous - Posted on 06 February 2023
Impossible to get an appointment, you’re just met with automated voicemail saying they’re at full capacity and have no spaces left. If you then visit the surgery and speak to reception they tell you to phone up as they can’t make appointments in person… all round ridiculous surgery and staff.
Visited February 2023
Review titled Park Lane Surgery
Replied on 30 March 2023
Dear patient I am sorry that you feel that the staff and surgery are ridiculous. We have had a new phone system installed with the option for patients to be called when they reach the front of the queue. This saves patients having to wait to speak to a receptionist. We offer follow-up appointments at the surgery but initial appointment only by phone as we feel it is unfair on patients that are unable to get to the surgery at 8am, in particular, elderly patients and patients with sick children. Kindest regards Helen Conaghan Practice Manager