The Garden City Practice
Birdcroft Road, Welwyn Garden City, Hertfordshire, AL8 6EHContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Poor service
Rated 1 star out of 5
by Madi - Posted on 12 July 2024
I have attended The Garden City Practice for an appointment regarding a repeat prescription. The receptionist told me that the system does not allow her to offer an appointment with either a nurse or a GP in the next 14 days, as the slots are blocked and I need to call at 8:30 am, as they only unblock at that time. I have encountered this issue with this practice many times and I have flagged it, as I do not believe that this is a suitable level of service offered to patients. I work and I am unable to spend an hour on the phone in the morning for routine repeat prescriptions, so every time I needed to see someone, I had to go through several phone calls or come to the practice in person to make an appointment. I see that we are now unable to get an appointment even when taking the time to come to the practice in person. I have sent a formal complaint to the practice manager today and will follow it up with NHS England if this is not addressed.
Visited July 2024
Review titled The Garden City Practice
Replied on 06 August 2024
Thank you for your feedback. I am sorry that you did not receive the service that you would have expected when you contacted the practice. We offer a range of pre-bookable appointments that can be booked form 2-14 days in advance and on the day appointments, which open at different times throughout the day, with our doctors and other healthcare professionals. Unfortunately, most days demand is greater than the number of appointments we can safely provide. When we have reached capacity patients can attend the Urgent Treatment Centre at QEII hospital or contact NHS 111 online or by phone; NHS 111 can if appropriate book patients directly in with the practice. You mention that you care contacting us about “routine repeat prescriptions”, which we do not take requests for prescriptions over the phone. You can request Online access to your medical record and request repeat medication through this. We offer appointments every day with our Clinical Pharmacists who undertake medication reviews and can authorise repeat medication without the need to see a GP. There are certain medication that may require a face-to-face appointment if your blood pressure needs to be checked or it is a request for HRT or contraception, our Advanced Nurse Practitioner can deal with requests. We do not appear to have received any complaints directly to the practice but if you would like to write to gcppractice.manager@nhs.net we will investigate full for you. Complaints are no longer dealt with by NHS England, but you can write to the local ICB details can be found on our website www.gardencitypractice.nhs.uk We take all feedback seriously and review regularly to help improve our services to patients. Sandie Practice Manager
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Review titled Not for the sick or busy people
Rated 1 star out of 5
by Anonymous - Posted on 05 August 2024
My experience this morning (and every time I contact this practice): could not get an appointment (again) and they keep asking to use the eConsult on their website which is a waste of time as there's never any appointments available. Took quite some time to speak to someone so for those that have a busy life, this practice will not be the best choice. When I got through, it was one of the less helpful receptionist that answered though I know that there's at least one that is helpful. The one today just wanted to get rid of me as quickly as possible.
Visited July 2024
Review titled The Garden City Practice
Replied on 06 August 2024
Thank you for your feedback. I am sorry that you did not receive the service that you would have expected when you contacted the practice. We offer a range of pre-bookable appointments that can be booked form 2-14 days in advance and on the day appointments, which open up at different times throughout the day, with our doctors and other health professionals. We offer online consultations every day, via the eConsult service on our website. Unfortunately, most days demand is greater than the number of appointments we can safely provide. When we have reached capacity patients can attend the Urgent Treatment Centre at QEII hospital or contact NHS 111 online or by phone; NHS 111 can if appropriate book patients directly in with the practice. The new Pharmacy First Scheme is available at most Community Pharmacies, and they can prescribe if required for sore throat, ear infections, sinusitis, skin infections, infected insect bites and uncomplicated urinary tract infections. I am sorry fi you felt the receptionist was not given you the time you required. We do have several of the reception team still in training and we feedback regularly to them. They do have a high number of telephone calls that we require that prioritise. If you would like a more specific investigation, please contact us with your details on gcppractice.manager@nhs.net and we can fully investigate the issues you have raised. We take all feedback seriously and use this to make changes to our patient services and regularly review or appointment system.
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Review titled No equipment for wound care
Rated 2 stars out of 5
by Anonymous - Posted on 20 January 2023
Regularly attend the surgery for wound care. The surgery always has little to no wound care stock. The nurses do the best job possible but often I need to go to QE2 where they have all the equipment.
Visited December 2022
Review titled The Garden City Practice
Replied on 11 May 2023
Thank you for your feedback. The practice holds a limited stock of basic wound care products which we have to purchase ourselves. If a patient has complex wound care needs or is requiring regular dressings then the nurse should be issuing a prescription for the dressings for you to bring with you. The practice is happy to hold the stock on your behalf if you are attending on a regular basis. If you wish to contact me with your details I can look into why the nurses were not prescribing the dressings you required. We have reminded the nursing staff of the correct procedure for patients with regular dressings. Sandie Practice Manager
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Review titled Excellent staff and doctors
Rated 5 stars out of 5
by Carolleanne - Posted on 27 October 2022
Recently joined this practice excellent staff and doctors very polite treated with respect and kindness also like to thank the reception staff and practice manager who sorted my blood test results out
Visited October 2022
Review titled The Garden City Practice
Replied on 27 October 2022
Dear Carolleanne, Thank you for your kind works and positive feedback. We are all trying hard to deliver for patients so I am pleased your experience with staff and clinicians has been good, I will pass this on to the Team as I know how much they value doing a good job. Kind regards Sandie Practice Manager