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 Homeless & needing help
Rated 2 stars out of 5
by Andrew Casey - Posted on 03 May 2023
I am trapped 75 miles from my son in Hemel Hempstead - homeless & ill. I am rarely able to get through to the surgery by phone and so E-mail them. Given my personal situation & related family health issues you would think I might get a reply - not yet. When I was residing in Hemel Hempstead and did get to see a GP, it was typically a different GP every time. I am hard of hearing and when I do get to speak to a GP can find it difficult to understand some accents and the speed in which I am spoken to… I constantly have to ask for the GP to repeat what has been said. This frustrates the Doctor and I often find my telephone appointment is rushed and I haven’t been able to express myself clearly or the doctor has not understood and I am left yet again in limbo. More depressed, not helped and often frustrated. I once had one GP who knew me and my entire families conditions, who supported me. Today I am assigned a different GP every almost time I call who has no clear understanding of the situation or of my health. This is not just a reflection on the surgery but I am afraid to say on the entire health system. I suspect leaving negative feedback will most likely impact how I am treated by the surgery too but I hope that in some small way my protest may be taken in a positive manner and used to improve services - when you are at the lowest point there is only one way to go, apparently.
Visited April 2023
Review titled PARKWOOD SURGERY
Replied on 15 May 2023
Dear Mr Casey, Please accept our sincere apology for giving you cause to complain. Parkwood Surgery sympathizes with the position you are currently placed in. We note from our records that you are actually nowhere near the boundaries of our catchment area as you clearly state. The concerns you have raised has been carefully noted. The NHS currently has a compliment of varying clinicians and specialists from all walks of life who are trained and qualified for the health and medical care services provided to all patients. NHS England has a stringent vetting process and there are mandatory processes which every clinician working within any sector of NHS has to abide to. Regardless of the culture of any clinician, they have chosen the profession of providing clinical care to people and love the work they do. Due to the fact that not all clinicians work full time, you may not be attended to by the same clinician when booking for an appointment. However, rest assured that clinicians attending to you have access to your records as the same clinical systems is used in the practice you belong to. Also, as with everything, people do move on. Some of our GPs have retired or moved out of the area. You are welcome to request for a GP you may have been attended to, but you need to bear in mind that there may some delays depending on the availability of the GP and their work pattern. You indicate that you are hard of hearing and experience some difficulties when on the phone. The frustrations in which you find yourself in, is understandable. To eliminate such a situation, it will be a good idea to look for a GP closer to where you are for the time being so you can have face to face appointment, which may be more beneficial. The NHS system is very efficient. When your find a GP Practice your medical records will be requested, and it will be sent electronically to your new GP Practice. To find a GP Practice near you, search the internet for Find a GP Practice and insert your postcode. The search will give you a report on all GP practices nearest to your current residence. You are welcome to re-register with Parkwood Surgery whenever you move back to be near your son. Yours sincerely Practice Manager
-
Review titled So sad
Rated 1 star out of 5
by Dianne Brooks - Posted on 12 April 2023
What happened to the best surgery in Hemel? Impossible to get the phone answered, or replies to questions about how to request prescriptions. When will the online appointments be working?
Visited March 2023
Review titled PARKWOOD SURGERY
Replied on 20 April 2023
Dear Mrs Brooks Thank you for taking my call on Thursday, 13 April 2023 During our conversation, we discussed certain changes that the practice was implementing after 5 to 6 months of preparation, informing patients via emails, updates on website, our PPG website and in person. Pharmacies were equally made aware through Letters. Parkwood Surgery has been reviewing our operational system given the volume of work that our back-office staff process on a daily basis. The repeat prescription request process was one of the areas that the practice assessed. By patients registering for the Patients Online Access, patients will have 24/7 access to services that the practice provides such as: - Repeat prescription request. - View test results - View medical records. The benefits of patients using the online services minimise the need for patients to call the practice. This helps to reduce or eliminate the queues on the phonelines and also frees staff time to complete back-office support work. Around November 2022, the practice increased the number of staff on its phone lines during peak hours, but during periods of staff absences, the waiting time may be longer than usual. With unplanned absences, it is difficult to arrange for cover. But with the practice’s Online Consultation platform called AccuRx, patients no longer need to call the practice. AccuRx can be accessed via. – www.parkwoodsurgery.nhs.uk - where patients are able to contact the practice by submitting requests for medical needs and administrative queries. The practice has up to 48 hours to respond to the patient. The practice will contact patients who submits medical requests that are urgent on the day. Our Patients Participation Group, Friends of Parkwood have been pivotal in helping to communicate the current changes in the practice to our patients at larger and have created an informative leaflet which can be found on their website – www.friendsofparkwoodsurgery.com We will be very grateful, if you can help share with friends and families, the positive changes Parkwood is making in our operational systems to help foster an efficient and effective service all round. Augustina Badu Practice Manager
-
Review titled Unable to call
Rated 2 stars out of 5
by Anonymous - Posted on 21 March 2023
I have been calling them 7 times ( more than 40 min) but no answer. Unable to book an appointment for my son. Very poor service. I miss my old GP in Kings Langley where we were supported so much more.
Visited March 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.
-
Review titled Terrible
Rated 2 stars out of 5
by Anonymous - Posted on 08 April 2023
I waited on the Phone 90 mins trying to book an appointment, only to be cut off . I still haven't been able to book an appointment with my doctor! Suffering with depression this only makes my illness worse.
Visited March 2023
Review titled PARKWOOD SURGERY
Replied on 25 April 2023
Dear Patient Please accept the sincere apologies of Parkwood Surgery for the experience you had. As we are unable to contact you, please kindly visit our website www.parkwoodsurgery.nhs.uk and submit a request via our Patient Online Consultation Platform - AccuRx and we will contact you on receipt of your request. Our telephone lines and the number of staff taking calls were increased last year to help reduce the waiting times. Parkwood Surgery is going through a transformation stage to improve on our operational systems. The promotion of Patients Online Access and Patients Online Consultation - AccuRx - gives patients the benefit of using the patients' online self-services. These online self-services eliminate the need for patients to call the practice, but the practice will contact patients to process the health and medical care needed. By reducing the number of patients calling the practice, it is hoped that queuing on the phone lines will be a thing of the past. Our Patient Participation Group - Friends of Parkwood has been supportive in the transition period of the changes Parkwood Surgery is rolling out. It is hoped that with the partnership of all our patients, this Practice will continue to provide the efficient and effective care it has always provided. ----- Kindest Regards Augustina Badu Practice Business Manager
-
Review titled Very busy practice, doing their best
Rated 5 stars out of 5
by Anonymous - Posted on 09 May 2023
In February 2023, I called the surgery with a concern re possible cancer. The triage doctor called back straight away, an urgent appointment made for the same day, came away with reassurance and a clear plan including the standard two week urgent referral for further tests which proceeded as the doctor specified. Staff were friendly and efficient. They are exceptionally busy.... every day..... they must be under huge pressure and are only human. If you're struggling to get through on the phone, visit the practice directly. If you see the waiting room doesn't look busy, it could be many consultations are over the phone.
Visited February 2023
Review titled PARKWOOD SURGERY
Replied on 30 May 2023
Dear Patient Parkwood Surgery values your feedback and are glad to note your positive experience. Thank you for taking you time to share your views on this platform which is very much appreciated. As part of the information, the practice is disseminating to patients, the NHS services are experiencing pressures to a large extent and Parkwood Surgery, like any surgery are working to ensure that patients do receive the care needed in a timeline manner. In an effort to improve and ease patients' access to our services available on our website - https://parkwoodsurgery.nhs.uk/ - patients can contact the practice via online services and do not have to queue on the phone waiting to be answered. a) Same day emergencies – Patient Online Consultation (AccuRx) enables patients to submit urgent medical requests and administrative 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. b) Acute Prescriptions ONLY – Please you can also use the above Patient Online Consultation for request for Acute medication ONLY. All repeat prescriptions are to be requested via the service given below. c) Request for repeat prescription – Patients Online Access offers patients online access 24/7 to their medical records in the comfort of their home. • NO MORE queues • Request for repeat prescription from the comfort of your home. • Same day response to urgent cases • Or within 48hrs • NO need to come to the surgery unless needed. The practice is working tirelessly to ensure that services provided to you and all other patients is speedy giving users pleasant experiences. The practice is also working at achieving a work-life balance for our workforce both clinical and non-clinical. Yours faithfully Practice Manager
-
Review titled Awful practice
Rated 1 star out of 5
by Anonymous - Posted on 10 October 2022
They literally never pick up their phones. I was ringing for over 40 minutes and decided to drive to the practice whilst still calling to see whether they answered before I got there. I turned up and there was not a soul in reception and the receptionists were sat there having a chat whilst the phones were ringing off the hook. Absolute disgrace. Really makes me wonder how there's no governing body overseeing this. Surgery should be ashamed of the danger they're putting people in.
Visited October 2022
Review titled PARKWOOD SURGERY
Replied on 11 October 2022
Dear Patient, We are sorry to hear about your experience with the practice and thank you for raising your concerns with us. We consider patient access to be very important to us and are constantly looking at ways to improve it. Our phone receptionists are located in a quiet separate room, not visible from the front desk, in order to minimise noise and allow them to give their full attention to our patients. Our front desk receptionists have a different role and deal with patients face-to-face coming into the surgery for appointments, collecting prescriptions and blood test forms and dealing with other administrative issues. There has been a considerable rise in calls over the past 18 months and we do regularly review our patient access and have installed a call management system to monitor call times. As a result, we have increased the number of receptionists answering phones throughout the day in recent months. We are also planning on implementing additional measures in the near future. We note you posted an anonymous comment and we would be happy to discuss this further in person if you wish. The Partners
-
Review titled Great practice
Rated 4 stars out of 5
by Kate S - Posted on 02 August 2022
We have recently moved into the area and our experience with Parkwood has been exceptional. The communication related to the health of our two young children has been timely and reassuring. The reception team, although under a lot or pressure, are always helpful and have managed to arrange for us the care we required. The doctors and nurses have also been patient and reassuring. Thank you to all.
Visited August 2022
Review titled PARKWOOD SURGERY
Replied on 07 August 2022
Kate, Thank you for your feedback and we are pleased that our whole team have been able to help you. As you say working in the NHS at the moment is difficult but our staff try to do their best for all of our patients. We will share your comments with all of the staff. Thank you. The Partners at Parkwood