The Maples
Vancouver Road, Broxbourne, Hertfordshire, EN10 6FDContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Customer Service
Rated 1 star out of 5
by Anonymous - Posted on 13 March 2025
I called to arrange an appointment for my niece and was told to call 111 . Shouldn’t you have asked the duty doctor what to do next? Also, the general practitioner contract says you should start offering online bookings later this year, and online consultations that can’t be closed. Do you think you’ll do that later this year, since online consultations have been closed a lot lately?
Visited March 2025
The Maples has not yet replied.
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Review titled Appointment
Rated 1 star out of 5
by Anonymous - Posted on 27 January 2025
I have gone to the surgery this morning and was told I can’t not make appointments at the desk however when I phone the message says they are unable to take a call after listening to advice telling me to attended A&e How exactly do we get appointments??? I shall be moving to another surgery as I hear warden lodge now uses online system and people are getting seen
Visited January 2025
Review titled The Maples
Replied on 27 January 2025
Thank you for your feedback. Appointments can be made in person (capacity allowing), online and via telephone, . If we have already reached complete capacity we may not be able to offer you an appointment for the same day, but if you submit an online request we will do our best to accommodate within a 2 week period(again capacity allowing). Our recorded phone message when we are are at full capacity states that patients may be able to receive care at an urgent care Centre or 111, and does not state to attend A&E. Urgent care center's usually have shorter waiting times than A&E departments and deal with non life threating emergencies.
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Review titled Poor staff Attitude and Poor surgery
Rated 1 star out of 5
by Anonymous - Posted on 21 October 2024
Called at 8 a.m. to book an appointment for a two-year-old family member, following advice from the pharmacy. I finally received a callback around 9 a.m. and was offered an appointment at a time that would be difficult to attend. I requested a later time but was told this wasn’t possible, and that I would need to go to urgent care instead. The staff member’s attitude was unacceptable, and this isn’t the first time I’ve experienced poor service at this surgery. I would advise others to avoid this place, as the staff seem disorganised and unhelpful.
Visited October 2024
Review titled The Maples
Replied on 27 January 2025
Thank you for your feedback. We are unable to comment further as we do not have sufficient information to investigate further. If you would like to look into this for you please visit our website for more information on how to submit an complaint.
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Review titled Efficient and great prsctice
Rated 5 stars out of 5
by Monica Rock - Posted on 15 August 2024
I have been coming to Maples since 2020! I cannot believe how productive and efficient their procedures are. Yes, the model for booking appointments and any issues I have is not with the practice but the NHS procedures which spans across all GPs. The receptionists are extremely efficient and kind. They know exactly what they’re doing and are really good at their jobs. The whole practice have been extremely kind and caring for me and my family and new additions too. We are very fortunate to be patients here. They also do “patient centred care” very well and a number of drs actually explain why something is wrong and why you need to adhere to treatment. Education for oatients should be part of care so that people can understand. Thank you to all of you!!! I recently went here with my daughter to review some issues she had been having where she had a rash, the nurse practitioner had discussed treatment with me and told me to come back if anything changes. They prioritise care of their patients and this is not my only experience here.
Visited August 2024
Review titled The Maples
Replied on 07 October 2024
Thank you very much for your kind feedback. It is really great to hear that our patients are experiencing the high standard of care our entire team strive to deliver to our registered patients.
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Review titled Worthless
Rated 1 star out of 5
by Anonymous - Posted on 05 July 2024
Doctors are rather fallow procedures,then actually help.every time I go there i have different doctor for my son ask same questions ,doing same over and over.i went to Polish real doctor and son got "fixed" in a week while after 2 monts in maple did not move a inch. Will never go there again !
Visited July 2024
Review titled The Maples
Replied on 06 August 2024
Sorry to hear you have had a negative experience experience of our practice. Individual complaints cannot be responded to on this platform, but if you would like your issues investigated, please contact the surgery directly.
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Review titled Bad
Rated 1 star out of 5
by Anonymous - Posted on 04 October 2024
I was referred to the pharmacy for a recurring issue and then to a nurse, but this isn’t appropriate signposting. After seeing a pharmacist, the next step should be a doctor, as nurse practitioners have limitations in what they can address.
Visited July 2024
Review titled The Maples
Replied on 07 October 2024
Thank you for your feedback. Individual cases cannot be reviewed on this platform. If you require this to be investigated in more detail please contact the practice directly. However our Nurse Practioners are highly trained and can deal with many minor illnesses and long term conditions that the Pharmacist has referred back to the practice if the pharmacy first route was not successful. If it is something that they feel they cannot treat then advice is sought from a suitable fellow clinician or the on call GP for that day.
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Review titled Poor Service
Rated 1 star out of 5
by Anonymous - Posted on 28 July 2024
My experience was disappointing. The staff provided inconsistent information and seemed to follow their own rules. The service is outdated and needs to be more accommodating for working people. In my experience, the staff were not equipped to handle patients with mental health issues.
Visited June 2024
Review titled The Maples
Replied on 06 August 2024
Sorry to hear that you feel that your needs were not met. Our patient care services team are highly trained in dealing with a diverse and ever changing patient population and meeting their needs. Appointments are available at evenings and Saturdays to accommodate those patients that find access in the week difficult . Individual experiences cannot be discussed via this platform, but if you wish us to investigate you experience further, please contact the surgery directly .
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Review titled Inadequate process for ordering medication
Rated 3 stars out of 5
by Camels - Posted on 04 June 2024
My mum is elderly and requires monthly prescriptions but cannot get through on the phone to order them, so has to attend the practice. There should be an option to request by phone without going through the main line as this would reduce pressure on front line staff, free up time to deal with medical issues and prevent patients from having to attend the surgery to make their requests in person. In my mum's case, she has no transport and has to walk unless family are available to take her. Surely the system can be adjusted to enable regular requests to be dealt with more effectively and efficiently, to reduce the stress of trying to get through or risk not getting your prescription on time. If you have significant mobility issues and are not on a predispensing prescription , the delivery service does not work either as they need patients to order via the practice, so in effect forces patients to attend instead of phone through. The current system is a waste of vital resources and could lead to patients missing vital medication due to the inadequacy of the ordering system. I have also noticed that making medical appointments is a lottery in which you might ring several times without getting one and have to ring daily on the chance that you succeed. This can mean that someone gets lucky first time round while others miss out and their health needs could deteriorate. The system is supposed to involve a call back on the day, but this rarely happens as staff are probably overwhelmed with other medical and prescription requests. When I have attended the surgery with mum, there us rarely any patients in the waiting room, so it raises the question as to the number of fave to face consultations taking place. That said once in a consultation the car and treatment is good, so it is disappointing that the other aspects of the service let the practice down. Let's make life easier for our NHS staff and patients by improving communication systems and hence service delivery
Visited June 2024
Review titled The Maples
Replied on 06 August 2024
Thank you for your feedback. Prescription requests have never been taken over the phone at the practice. We can take prescription requests via the NHS App, via our website, Via your pharmacy and also in writing if posted to us or put in the practice letterbox. We are aware that demand Constantly outstrips what appointments we can offer on a daily basis. We are promoting the "pharmacy first" service where many minor illness can be seen at the pharmacy rather than the surgery, and also signpost may patient to support and services that accept self referral from patients to ensure GP appointments are offered to those that cannot access help elsewhere. We also offer online consultation where any patient can submit their issues and it will be triaged by a clinician and an appointment offered if necessary. An empty waiting room is not an indication of how busy a practice is, or how the consultations are taking place. If the Doctor's are running on time there would not be a full waiting room, and the time of you visit may also be a factor in how may other people are in the waiting room. The practice has always been open to looking at new ways of working and often review how we communicate with patients. Our new telephone system, Our new website, Promotion of The NHS app, Online consultations, and our new Facebook page are all examples of very recent changes we have made to our communication channels to meet the changing needs of our patient population, whist maintaining the traditional methods for our older patients.
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Review titled Excellent practice nurse
Rated 5 stars out of 5
by Phil Ashby - Posted on 08 April 2024
Subject: Gratitude for practice Nurse Support in My Journey to Quit Smoking Dear Maple Lodge, I hope this email finds you well. My name is Philip Ashby, and I am a patient in your esteemed medical practice. I am writing to express my heartfelt gratitude for the exceptional support I received from the practice Nurse. Upon applying to stop smoking through your practice, I was fortunate to be introduced to the practice Nurse. Her dedication, professionalism, and unwavering support were instrumental in my journey to become a non-smoker after 60 years of heavy smoking. The Nurse went above and beyond to guide and encourage me throughout the process. Her expertise and compassionate approach made a significant difference, and I am truly grateful for her assistance. I believe it is important for you to know the profound impact the Nurse has had on my life. Without her support, I do not believe I would have successfully achieved my goal of quitting smoking. Please convey my sincere appreciation to the Nurse and the entire practice for their outstanding service and commitment to patient care. Thank you once again for providing such exceptional healthcare services, and please extend my regards to the Nurse . Warm regards, Philip Ashby
Visited April 2024
Review titled The Maples
Replied on 06 August 2024
Thank you so much for taking the time to post such a positive review. The entire practice team go out of their way to help and support our practice patients, and we are very grateful to hear feedback that their efforts are being recognized by them. We will pass your gratitude onto the nurse you saw for your consultations.
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Review titled Outstanding Practice
Rated 5 stars out of 5
by Sandra Mary Denney - Posted on 06 April 2024
The receptionists are so helpful and have been so sweet and understanding to me since I lost my husband four years ago. This week I had a problem and I got an appointment with one of the nurses that same day who, after examining me, then referred me to one of the Doctors and she was very thorough and reasurring. I have never had a problem getting an appointment. When I was looking after my husband, who had cancer, I had so much support from the Surgery. Thank you to all of you.
Visited April 2024
Review titled The Maples
Replied on 06 August 2024
Thank you very much for taking the time to post such a positive review. The practice team work very hard to help and support our patients are we are really please to hear our efforts are being recognised.