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 Can never get through
Rated 2 stars out of 5
by Anonymous - Posted on 23 October 2022
Although reception staff say they are trying to answer calls as quickly as possible, it's clear the current method of booking appointments is not working. It could potentially take you 2/3 days to get through, especially if you're working hours do not allow for you to be constantly by your phone or if you need to do a school run- something the surgery hasn't taken into consideration. Although there have been a number of complaints, the surgery still has not re-evaluated it's booking methods. Appointments via phone, e-consult or online are limited. Wouldn't recommend this surgery in terms of its management. The advice I got from the receptionist was 'just keep trying until you get through,' not exactly practical. Doctor on the other hand are lovely.
Visited September 2022
Review titled Park Lane Surgery
Replied on 30 March 2023
Dear Patient I am sorry that you were unhappy with the service provided. We have had a new phone system installed with a queuing system and a call back feature. Kindest regards Helen Conaghan Practice Manager
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Review titled Good service
Rated 5 stars out of 5
by Anonymous - Posted on 26 September 2022
friendly people knowledgeable doctors. Diagnosed my problem quickly. Got me the medication needed without any fuss.
Visited September 2022
Review titled Park Lane Surgery
Replied on 27 September 2022
Dear Patient Thank you for taking the time to leave a review. I am glad that you are happy with the service provided at Park Lane Surgery. Kind regards Helen Conaghan Practice Manager
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Review titled In decline
Rated 2 stars out of 5
by Mr C Grover - Posted on 23 September 2022
Unable to carry out online prescription requests, which you would think should be easy, unfortunately not the case for this surgery! I won't be submitting my repeat prescription online again! Had to call 111 as was in urgent need of my medication, the alternative offered to me by this surgery was to submit a written request and wait 48 hours! Given that it was Friday I probably wouldn't have got my medication until Tuesday the following week! To add insult to injury I was told I must have filled online request incorrectly!! Very rude!
Visited September 2022
Review titled Park Lane Surgery
Replied on 26 September 2022
Dear Mr Grover I am sorry that you are dissatisfied with the service provided by Park Lane Surgery. I have investigated your complaint and see that the item you required was not due until the 23rd of September and according to the system, you requested it on the 5th of September. This would have been rejected by the surgery as the medication was not due. I understand that you contacted the surgery on Friday and the receptionist explained to you that we require 48 hours for prescriptions to be sent to your chosen pharmacy, which meant that it would not have been available until Monday as the surgery does not open at weekend. I am aware that your local pharmacy has now issued your medication and our prescribing clerk has send a prescription to them this morning to cover this. If you require any repeat medication, please allow 48 hours and I recommend that if you require it before the due date, to state a reason in the request so that the G.P/Pharmacist can review this. Kind regards Helen Conaghan Practice Manager
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Review titled Long Wait Times
Rated 2 stars out of 5
by Anonymous - Posted on 23 August 2022
I don’t think I’ve ever been to an appointment here which is running on time. Recently had an appointment here early morning but was still seen 30mins later. I appreciate times can slip later in the day but to be running behind so schedule so early in the morning is silly and an unnecessary waste of time.
Visited August 2022
Review titled Park Lane Surgery
Replied on 24 August 2022
Dear Patient I am sorry that you had a long wait to be seen. Can you please email me at reception.parklanesurgery@nhs.net with your details and the date of your appointment so that I can check which clinician you were booked into see so I can investigate why you had to wait? Kind regards Helen Conaghan Practice Manager