PARKWOOD SURGERY
Parkwood Drive Surgery, Parkwood Drive, Hemel Hempstead, Hertfordshire, HP1 2LDContact details and opening times
Patient ratings and reviews
Leave a review
Help others by sharing your thoughts and experiences about PARKWOOD SURGERY.
Reviews
-
Review titled It really does not have to be this bad!
Rated 1 star out of 5
by Martin - Posted on 02 April 2024
I know that the demands on the NHS are very high, but recent experience demonstrates that other surgeries are far better at managing their workloads. My wife and I had been registered with Parkwood for many years and the standard of service was good initially, but it has dropped over the last few years and is now completely unacceptable. We are both in quite good health for our ages and need help from a GP infrequently. Towards the end of 2023, we both needed non-urgent consultations and the pain of simply getting to talk to anyone was unbelievable. It was normal to be sitting in a queue for close to an hour and when you do eventually get an answer, it is often that there are no appointment slots available and to call back next week. The problem is not with the medical staff - when you finally manage to talk to one of them, they are almost always helpful and attentive. Quite simply, the surgery seems to be taking on more patients than it can reasonably serve with the staff available. We eventually gave up on Parkwood and moved our registrations to another surgery a few miles away - and the difference is like night and day. Our new surgery is simply better organised - they use a well set-up on-line system for simple transactions, phones are answered quickly and requests are responded to rapidly. These differences can't be explained by demographics - the two surgeries are within two or three miles of each other and serving very similar populations.
Visited October 2023
PARKWOOD SURGERY has not yet replied.
-
Review titled Absurd appointment system
Rated 1 star out of 5
by Anonymous - Posted on 20 October 2023
I was texted by this surgery to ring on Wednesday morning to make a routine appt. I waited 40 mins, the phone reverted to ring tone but nobody answered. I contacted the surgery online to explain the above suggesting they text me an appt instead. Received text to say that I needed to ring the surgery to make an appt. Rang again. Same thing happened. It turns out that all the appts are 'released' on Weds morning for the week. You cannot make a 'routine appt'. It has to be for the following week. By the time you do get through, all the appts have gone for the week and you are told to ring on Weds morning for the next week's appts. This is a Catch 22 situation. What on earth is going on? I am sure NHS England did not intend GP surgeries to run like this.
Visited October 2023
Review titled PARKWOOD SURGERY
Replied on 23 October 2023
Dear Patient, Parkwood Surgery appreciate the time spent in sharing your constructive criticism. If you may accept our apology, your practice is in no way trying to make the appointment system difficult. The practice had a review of a 3 weekly appointment system that was recently rolled out. Two weeks of the appointment was released on Mondays with the 3rd week released at the start of the 2nd week. The feedback from our Reception Admin team was that Mondays were too busy and Wednesday was quieter. They also indicated that patients may take it more lightly if they just had to wait a week for the new appointments to be released. As a result, we had a trial of a weekly release of appointment on Wednesdays. Based on feedback so far received from patients, the practice is reverting to the 2 weekly appointment system which will still be released on Wednesday. It is hoped that with 2 weeks of appointments, there will be enough appointments available for patients to book throughout the first and second week of release so that patients do not have to come to queue on the Wednesday. The practice is closely monitoring this system. From 25 October 2023 there will be a release of 2 weeks appointments starting from 30th October 2023 to 10 November 2023. The 3rd week of appointment starting from 13 to 17 November will be released on 8 November 2023 for booking. After the 3rd week, the 3 weekly appointment starts again, with the first 2 weeks of appointment starting from 20 November to 1 December 2023 being released on 15 November 2023. I do understand the system may not be simple to understand but I hope the above information helps to give some indication on how the appointments system is set up. Please kindly note that the appointment system is being audited and reviewed to get the right balance which will meet the varying and increasing demands of our population list size. Many thanks Practice Manager
-
Review titled Dedicated practice coping with difficult circumstances
Rated 5 stars out of 5
by Tim Thompson - Posted on 23 September 2023
I have been a patient at this practice for almost 40 years. I have a lot to praise it for over that time, but this post concerns the speed with which they turned round a prescription request, because I noticed too late I was running low on supplies. Thank you.
Visited September 2023
Review titled PARKWOOD SURGERY
Replied on 26 September 2023
Dear Mr Thompson Thank you very much for taking time out to feedback to the practice on the service you received, which is very appreciated. Many thanks Practice Manager
-
Review titled Reception staff
Rated 2 stars out of 5
by Anonymous - Posted on 20 September 2023
I recently emailed to ask about getting a shingles vaccination I am within the group explained in the new TV adverts, I had a reply, "your not eligible "I emailed again with a photoshot of the nhs eligible group, again told not eligible. So I filled in the on site form to be triage by a doctor, 2 days later doctor rang me, and I was given appointment for the next day to have vaccination. Maybe staff need to gen up on eligibility instead of just taking it upon themselves to decide.
Visited September 2023
Review titled PARKWOOD SURGERY
Replied on 26 September 2023
Dear Patient Thank you for your feedback which will be followed through. Many thanks Practice Manager
-
Review titled Not great system
Rated 1 star out of 5
by Anonymous - Posted on 23 August 2023
The surgery is not a great system. You wait over an hour each time to speak to someone. When you get through to reception it is hit or miss if they are helpful. Some go out their way to help. Just seems a long time to wait and the appointment systen is the worst it has been. When you do get a face to face appt or phone appt sorted doctors are great.
Visited July 2023
Review titled PARKWOOD SURGERY
Replied on 26 September 2023
Dear Patients, Please accept our sincere apologies for the experiences you have had with our services. The practice has been working on how best to provide the much-needed medical care for all patients. The practice old appointment system run on a 6-weekly basis. With such a long waiting time for appointments to be booked, there were quite a few appointments missed. It also meant that patients had to wait longer before they had the opportunity to book an appointment. To help reduce the number of missed appointments and to have appointments available within a short period of time, the practice introduced a new appointment system which run over a 3-weekly schedule. With this system, 2 weeks of the 3-week appointments were released on Mondays with the 3rd week of appointment being released to be booked at the start of the Monday of the second week. With still a higher demand for appointments the system was adapted to be released on a weekly basis on Wednesdays as Monday was always a busy day. The demand of patients in all practices exceeds the availability of appointments. However, the waiting time is shorter and urgent medical needs that are submitted online are also dealt with quicker. Please contact the practice manager if you wish to discuss this matter further. Many thanks Practice Manager
-
Review titled Awful Practice
Rated 1 star out of 5
by Anonymous - Posted on 02 June 2023
Did an online request for appointment for my baby, contacted 2 days later and asked to come in, came in and doctor said they needed to be set up to sterile to help or the nurse could help but nurse wasn't there, then told to make an appointment to come back to see another doctor and then get a text message from the doctor telling me they can't help us for a minor procedure. Just awful as the doctor I originally saw said they or a nurse could help us if tje room was sterile now told us cant be helped at all.
Visited June 2023
PARKWOOD SURGERY has not yet replied.
-
Review titled They mess you around
Rated 1 star out of 5
by Will - Posted on 06 June 2023
When I was young, you rang or went in and booked an appointment. You might have waited a while for it, but that was fine, because the overall process was quite painless. Nowdays it is a different story: 1. you ring them up, because their website says you should contact reception to book an appointment. 2. the Automated phone system gives you multiple choices where you press the number on your dial-pad for the relevant service. The robotic voice clearly states to press a certain number to book an appointment. 3. After an indeterminate amount of time on hold (I've had well over half an hour sat listening to the classical music and frequent "We're busy but please hold" reminders, a receptionist finally answers. 4. You tell the receptionist you wish to book an appointment (which they should already know, because you pressed the button the automated voice told you to press for bookings). 5. The receptionist then proceeds to explain how you just wasted the last half-an-hour, because bookings are not done over the phone anymore, and you should go on their website to fill out a contact form during office hours. (Not sure why it has to be during office hours -- what's the harm in submitting the form at night and them seeing it the next day? isn't that the whole advantage of computers?) 6. You go onto the website to see a big disclaimer saying "This form is not for booking appointments". That's right folks, the form you get told to use to book your appointment is not for booking appointments. At this point you shake your head in disbelief, as they don't book appointments by phone, they don't book appointments by web form (despite telling you to use it to book an appointment) and they also don't book appointments in-person. 7. At this point I phoned the receptionist back up to explain that their web form is not for booking appointments -- it's only for enquiries -- and that their automated answerphone said it's perfectly Ok to book appoints by telephone, only to be told by the receptionist that I am mistaken?!? (Get her to ring the surgery up and hear what it says, then?) 8. Then called 111 to explain my situation, then when asked why I'm calling 111 and not my local surgery, explain how it's impossible to book an appointment with Parkwood. Then 111 tell they're sending a "Clinical Assessment" to Parkwood, and I need to call Parkwood's reception to let them know. 9. I call Parkwood's reception and get through faster this time, only to be told that there is no 'Clinical Assessment' showing up on their computer system, and to use the web form. Again, we're going in circles here. I get it, the Nhs is overworked, but I feel like they are making it difficult 'on purpose' for people to see the doctor -- maybe they're trying to filter out time-wasters by being difficult? Parkwood's Dr's are Ok, the real issue is their receptionists who lack professionalism and are just messing you around constantly. It's like they don't want to help people!
Visited May 2023
Review titled PARKWOOD SURGERY
Replied on 26 September 2023
Dear Patient Thank you for your detailed account of your experience with the practice booking systems. Please accept our apology for the experience you have had. At the time of introducing Online Patients Triage, the welcome message was also changed to inform patients that all emergency appointments were required to be submitted online. I am sorry if this message was not noted when you initially got through then to be informed by our receptionist that you needed to submit your request online for urgent appointments. However, all routine appointments are made on the phone. Due to practice resources the capacity to deal with round the clock submission is not feasible and patient safety is always paramount. If one has a condition that was urgent when the practice is closed, the ideal course of action is to call 111 or attend an urgent care centre. There has been situations where patients who have had chest pains in the weekday or weekend waiting till the practice opened in the morning or on Monday to book for an appointment when the NHS has in place, medical care services within the community to attend to the care of everyone. The Patient Online Triage provides two options: Medical submission for urgent medical needs Administration submissions for administrative requests. For an example for a sick note that is only if you have already been accessed by a GP before. New requests cannot be submitted by this method. With the ever-growing demand on GP Practices, automating aspects of practices services is to help patients to access care and also to help practice staff to manage the workload that is required to be done within practices. Our Reception/Admin staff are working tirelessly to service all patients and they also are having to go along with the changing face of operational systems within the NHS transformation agenda. Please do call me, the Practice Manager, during working hours if you wish to discuss your concerns further demand on GP Practices, automating aspects of the services is help patients to access care and also to help practice staff to manage the workload that is required to be done within practices. Our Reception/Admin staff are working tirelessly to service all patients and they also are having to go along with the changing face of operational systems within the NHS transformation agenda. Please do call me, the Practice Manager, during working hours if you wish to discuss your concerns further. Many thanks
-
Review titled Just making life more difficult
Rated 1 star out of 5
by Anonymous - Posted on 25 April 2023
I recently needed some medication which was already prescribed to me by my Doctor but wasn't setup as a repeat. I phoned the surgery, waited an hour on hold. Eventually I rang from my work phone and got through in 5mins by pressing a different option. I quizzed the person who answered and she went to see if the phone was ringing for the other "team" and no phones were ringing at all, this meant had I just waited, I would still be waiting. I don't mind waiting but I do mind it if nobody will ever answer. I asked them to look into this problem but they didn't seem very interested in sorting it out. I then spoke about my issue, I was told I had to sign up with their new Patient Access system for any queries or could email in as prescriptions could no longer be sorted on the phone (despite my partner ringing up the day before and getting her issue sorted! discrimination?) I later signed up for "Patient Access" and it also didn't provide me with a method to contact the surgery about this or order the medication so I phoned them again. I got through quite quickly this time around but was told they couldn't help me (despite me having tried to jump through their hoops). I was told I had to "write a letter and bring it in". I thought i'd jumped back in time to the 80s! I asked if I could email instead and was told "no, we don't accept emails". I also explained that my partner managed to get it sorted over the phone recently and I was told they can't discuss that. I explained that I had actually run out of medication due to all these delays as i've been told previously to wait until I had a weeks supply left before submitting requests to "avoid patients stockpiling". Would be happy to wait if I knew it wouldnt take so long to get sorted. So much for the new system improving things for patients and staff. Exactly how is it helping the environment, patient well being or staff work loads if i have to "bring a letter in", wasting paper, ink, power, diesel, my time, their time, only for someone to tap a few buttons and throw my letter in the bin? The carbon footprint of getting a simple asthma inhaler is ridiculous. I'll now have to take a physical letter in to the surgery, wait 3 or more days. I wont receive a confirmation so I'll have to "guess" when it might be ready to collect as that's what has happened before. The process is not only ridiculous but the staff are condescending and rude. When challenged they pull out the "we don't tolerate abuse" card, even when being asked reasonable questions about why things are the way they are and challenging them to break process in the interests of common sense. As for getting an appointment, the "Patient Access" system says there are no slots available and when you call them (and they eventually answer), i either get told the next one is in 2 months time or that I have to call back next week as there are no slots. Avoid if you don't want to ruin your mental health.
Visited April 2023
Review titled PARKWOOD SURGERY
Replied on 10 May 2023
Dear Patient I can understand you predicament from the content of your complaint. Please do accept Parkwood Surgery's sincere apology for your experience. Staff will be reminded of the need to provide patients with the appropriate information to assist the patient to obtain the care or service required. From the text of your complaint, you recently had some medication but it was not setup for repeat. It is difficult to ascertain the method by which you initially tried to obtain a repeat prescription. To ensure that mistakes are not made, staff are not permitted to take prescription request over the phone. From November 2022, the plan to change our repeat prescribing process was communicated via the website, in the practice, by auto responses to emails and through local chemists. This change came into effect on 1 April 2023. Our Patient Participation Group were also supportive in communicating this change to our patients at large by way of leaflets, video and on their website. Please use the following link to view the step by step guide on our new repeat prescription process - https://friendsofparkwoodsurgery.com/wp-content/uploads/2023/01/Repeat-Prescriptions-Guide-Jan-2023v4.pdf . By using our Patient Online Consultation - AcccuRx via our website, you are able to submit as a one off, if you have run out of tablets, a repeat prescription which will be dealt with urgently. Then the advise to follow is to sign up for our Patients Online Access which enables you to order you prescription online 24/7. When the prescriptions is processed, it is then sent electronically to your nominated chemist for you to collect. The ways patients can now access our services, is to help ease and smooth out the process so that patients do not have to queue on the phone or come to the practice, unless necessary. Please visit https://parkwoodsurgery.nhs.uk/ for information and guidance . Kindest Regards Augustina Badu Practice Business Manager
-
Review titled Good medics, woeful management
Rated 1 star out of 5
by C Ward - Posted on 28 April 2023
Minimum 10 minute wait to get a phone call answered, often 30+ minutes. Told today that there were zero appointments available and to call back some other time when they might have some, but no promise on when they would be once booked. Unable to put me on a waiting list for appointments even. Receptionist advised me that the best way to get an appointment might be to go to the practice in person to avoid phone system. Doctors seem fine once you get to them, but practice management is chaos
Visited April 2023
Review titled PARKWOOD SURGERY
Replied on 02 May 2023
Dear Patient Please accept Parkwood Surgery's apologies for giving you cause to complain. To help streamline the practice appointment system and to reduce the number of patients not attending for appointments, the new routine appointments system is released every 3 weeks which all staff are aware off and can advise patients when the next set of appointments will be released. For same day urgent appointments, patients are directed to our Online Patients' Consultation platform - AccuRx on our website (parkwoodsurgery.nhs.uk) to submit requests on health and administrative matters which seems to be working well. This has helped to cut down on the number of calls being received daily. Staff will be reminded off the appointment process to ensure that they stay informed and advise patients appropriately. Kindest Regards Augustina Badu Practice Business Manager
-
Review titled Appalling service
Rated 1 star out of 5
by Anonymous - Posted on 12 April 2023
The surgery take on average at least 40 minutes to answer the phone (that's if they do answer and you're not cut off). The reception staff are then sarcastic or rude if you question them about the time taken to answer. They will state they are very busy, yet when you visit the surgery it is empty. I feel very sorry for elderly and vulnerable patients having to deal with their new processes of trying to get appointment to see a doctor as these processes clearly do not work. When I asked the receptionist if they are looking at new ways to improve the service, she very uncaringly stated No we are not!!!!. The surgery also does not respond to official complaints or Freedom of Information Act (foi) requests. I submitted an foi request two months ago and I still have not received a response so I will b going to Three Counties Radio regarding this.
Visited April 2023
Review titled PARKWOOD SURGERY
Replied on 13 April 2023
Dear Patients, Please accept our sincere apology for giving you cause to make a complaint. In November 2022, Parkwood Surgery increased the number of staff taking calls during peak hours both in the morning and in the afternoon. The practice continues to review our operational processes to find ways to provide an efficient and effective service to all our patients. There comes a time when nature takes over which is beyond our control. There are periods when staff have been off sick and with the nature of the work of a practice, it is not easy to pluck in extra hands by taking agency staff. The remaining staff then try all their absolute best to try and continue to maintain services. In addition, the demand on healthcare within the NHS continues to increase and as such, NHSE is supporting practices to find innovative ways to maintain clinical care. One of such innovation, is our online patients triage – AccuRx - which patients can access via our website -parkwoodsurgery.nhs.uk. Through this platform, patients can submit medical requests and admin queries which the practice will respond to within 48 hours. We have clinicians dealing with all medical requests which includes same day appointments. If the GP reviews your submitted medical request and identifies that it is an emergency, we will contact you the same, otherwise you will be contacted within 48hrs. Parkwood Surgery is encouraging patients to sign up for our Patients Online Access which gives patients’ 24/7 access to request for repeat prescription, view medical records and pathology results. This releases our back office support staff who, manually inputs daily on average 300 - 400 individual repeat requests made via emails or website, to help take calls and other tasks needing to be carried out in the back office. Parkwood Surgery invites all patients to work with us on this journey to improve on efficiencies and help to build a service that provides and meets the needs of patients. Our Allied Professionals – Physios, Mental Health Nurse, Health and Wellbeing Nurses, Clinical pharmacist, Nurses and our GPs are all waiting to provide you the care you need.