The Hamilton Practice
Keats House, The Fairway, Bushfair, Harlow, Essex, CM18 6LYContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Terrible
Rated 1 star out of 5
by Samantha Bazzoni - Posted on 06 December 2022
Can’t book an appointment, can’t even speak with a doctor!! New online booking system is a joke!! I have tried and tried to get onto it and it says temporary unavailable! Spoke with reception she kindly explained that they now can’t help have to go back online at allocated time. Next day so as she said still getting temporarily unavailable message, rang reception again she kindly took a message to pass onto my doctor, get called back few hours later to get told the doctor has seen my message and replied with “go online to fill out the form” so basically instead of the doctor seeing my message and helping me they have shut the door on me passing me back to the online system that clearly doesn’t work!!!
Visited December 2022
Review titled The Hamilton Practice
Replied on 15 December 2022
Thank you for your recent review. The Hamilton Practice endeavour to give excellent patient care and all feedback is welcome. We do not have an online booking system. We do have an online digital consultation system whereby the medical request are reviewed directly by the doctor who then contacts the patient with the next action. In the past our appointment system would be to ring on the day between 8.00am and 9.00am and patients would be dealt with on a first-come-first-served basis. Once we had reached capacity, normally before 8.30am which is half an hour from opening, the patients would be told to try again the next day, often having waited more than half an hour in the telephone queue to get through to the Reception Team. Often the patients would have tried many times before being successful in obtaining an appointment. As with any appointment system, there has to be a maximum capacity and, when we reach this, we need to pause it, to give the doctor time to go through the medical requests already received. Even when we have had to do this, access to the surgery appointment system is still far more than the one hour between 8.00am and 9.00am that the old appointment system provided. The member of the Reception Team you spoke to should not have advised you that your medical query would be sent to doctor and for this we apologise. All medical requests must go via the digital system and we have supported our colleague in further training. I can see you successfully made your medical request which was reviewed by the doctor on the next day and you have subsequently been booked a face-to-face appointment. Thank you again for your feedback and we hope we have fully answered your concerns.
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Review titled Awful practice
Rated 1 star out of 5
by Anonymous - Posted on 22 August 2022
New system is terrible. Told doctor has 48 hours to get back to me yet out of hours want me to be seen today. Also have complicated medical history where infections etc can’t be left. Tried to look for email on website there was none and the new system had been put on pause. Absolutely terrible system. Urgently needs re looking at and to be changed.
Visited August 2022
Review titled The Hamilton Practice
Replied on 20 October 2022
Dear anonymous patient Thank you for your review of our new system and any feedback, positive or negative, is welcome. The 48 hour time factor is a guide. Our clinicians aim to review the medical requests the day they are received, depending on the time it is received, as our system is generally available during our opening hours of 8.00am to 6.00pm. All medical requests are reviewed by a doctor at the first point of contact and if the clinician needs to see a patient on the same day, they will action this. When you send in your medical request via the new system, the doctor will view this alongside your medical records and will be completely aware of your previous history in order to make their clinical judgement. Primary Care is not a same day emergency service, however we endeavour to meet the needs of our patients which is why all medical requests are clinically assessed by a doctor. Our patient feedback shows that most of our patients are finding their appointment with the doctor is much sooner than the old system and that their medical issues are being dealt with in a shorter time frame. Our website and Facebook page has a visible link or button for you to click on to send in your medical or admin request and you do not need to search for the email address. Once you have the link, you do not need to search for it again as it is always the same. Please do not hesitate to discuss your concerns with us in person so that we can hopefully reassure you. Kind regards. The Hamilton Practice