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 Great practice
Rated 5 stars out of 5
by Rita H - Posted on 11 May 2023
When I read such negative reviews, I feel like it is a different practice. I have been with the Maples for many years and have never had a negative experience. Yes, unfortunately like all practices in the Country you have to wait for quite a while to get through on the phone. This is not the fault of the surgery. This is because Broxbourne has a huge amount of new homes built and no extra facilities to take the strain. Yesterday I phoned at 8am for an appointment. Yes I had to hold on for half an hour which is frustrating, but when I got through to someone they were friendly and polite. I got a call from a Doctor within two hours and was seen the same day. I then received a call from the Doctor that afternoon offering me minor surgery at the practice the next day. Minor op was carried out today by a Doctor. No pain and hopefully a good outcome. Fantastic service. Thank you to all.
Visited May 2023
Review titled The Maples
Replied on 16 May 2023
Thank you for your feedback. The practice is doing everything we can to provide our patients with the best possible service and please to see our efforts are having results. Our practice list is constantly growing due to an aging population and all of the new homes and developments being built locally. This causes an increase in demand for appointments and GP Services. The Maples will always look for new ways of working to try and meet this demand and continue to offer safe high quality care to our patients.
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Review titled Incompetent- don’t waste your time
Rated 1 star out of 5
by Anonymous - Posted on 10 May 2023
The receptionists are incredibly rude and patronising. They are horrible at referrals are are always making errors and overall they make situations far more stressful. Untrustworthy practice.
Visited May 2023
Review titled The Maples
Replied on 16 May 2023
Thank you for your feedback. Individual issue cannot be responded to on public platforms. It you would like to have your concerns investigated and looked at in more detail please contact the practice directly and we will be happy to help.
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Review titled Rude reception staff
Rated 1 star out of 5
by Anonymous - Posted on 02 May 2023
Reception staff act like they have no time for you, trying to close the conversation off with you the second you start taking. There is no flexibility or support from them.
Visited April 2023
Review titled The Maples
Replied on 03 May 2023
Thank you For Your Feedback. All of our patient care services team are fully trained to help patients and signpost them to the most appropriate person or service for their condition. Please contact the surgery directly if you wish us to look into your statement further as further details will be needed to fully investigate.
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Review titled Thankyou at last
Rated 3 stars out of 5
by Darryl - Posted on 12 January 2023
I agree with most it's hard to get an appointment and phones ring and ring ,Nhs is not the greatest at the moment I was lucky enough to get an appointment to see the nurse this week and I can't fault the service and care that I was given I was very poorly and 2 other doctors came in treated me with dignity and respect and got to the bottom of my problem even though I had been to A+e twice without getting sorted thanks Guys you can't beat your Gp X
Visited January 2023
Review titled The Maples
Replied on 16 January 2023
Thank you for your review. We agree that the NHS is really struggling at the moment but we really are doing everything we can with the resources available to us to provide Quality, safe care to the Maples patients. We are delighted that you had a positive experience with our practice team and that the problem was diagnosed , and hope you are now receiving the correct treatment.
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Review titled Hard working and smooth running practice
Rated 5 stars out of 5
by Anonymous - Posted on 07 December 2022
I have been with this practice since 2020 after moving to the area. I think it’s very important to let everyone know that they’re a very very hard working group. Nurses have been lovely and doctors have been extremely helpful. I absolutely cannot fault this practice. The face of any practice are the receptionists. For this practice, they are superb! Thank you for all your help, with everything!! This practice online system works well and receptionists are quick to respond to non emergency messages too! You can tell each and every person is extremely busy, as is every GP and health service on the NHS. However, the whole team manages very well. It runs really well. Thank you for everything!
Visited December 2022
Review titled The Maples
Replied on 08 December 2022
Thank you so much for your very kind review. The practice team will be made aware that their hard work is appreciated. We really are doing everything we can to provide a safe and caring service with the resources available to us, and glad that this is being experienced by our patients.
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Review titled Zero appointments ever offered
Rated 1 star out of 5
by Anonymous - Posted on 18 December 2022
You can be 15 in the position when you call up at 8 and a message comes on telling you all routine appointments are now gone. So you only have 14 appointments to offer us! Some receptionist have a rude attitude that is unacceptable but some are nice. A customer service course would help the rude members I have encountered.
Visited December 2022
Review titled The Maples
Replied on 19 December 2022
Thank you for your feedback. At peak times we can have up to 8 people answering calls at a time which is why appointments will appear to in short supply - regardless of your position in the queue. We have also has periods when clinical staff have called in sick - therefore reducing the number of appointments available to patients. We are doing our best to meet current demand, but sometimes circumstances are out of our control.
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Review titled 2nd day of only call if urgent phone message
Rated 1 star out of 5
by Anonymous - Posted on 06 December 2022
Called in morning to get an appointment and once again hear only call if urgent phone message! second time hearing this particular message this week!
Visited December 2022
Review titled The Maples
Replied on 06 December 2022
We have been exceptionally busy this week with a huge increase in calls due to concerns regarding children with StrepA viruses. We have brought in additional clinical staff to help with this demand but appointments have reached capacity much earlier than usual despite this extra provision. Please bear with us whilst we try to manage this situation.
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Review titled Called at 8 and told no appointments!!!!!!!
Rated 1 star out of 5
by Anonymous - Posted on 01 December 2022
Called at 8am today to be told no appointments after being less than 20 in the waiting list….. You’re meant to be providing people with appointments not telling them you never have any appointments to offer. Phone at 8 and every time been told no appointments! you must only offer 10 appointments! Changing surgery today as surgery is a joke!
Visited November 2022
Review titled The Maples
Replied on 08 December 2022
Thank you for your feedback. We have looked at the data for the date stated and can see that we answered 137 calls between 8-9am from patients looking to book appointment. it is not unusual for the phone queue to open at seconds past 8am and have 80-90 patients already waiting. We have 6-8 staff answering calls of a morning so appointments are filled quickly, especially if people are booking for other multiple members of the family too. Demand is still exceptionally high for all appointments and we have no capacity to expand the number of appointments offered. We will continue to look look for the best way to provide high quality safe care to our registered patients with the funding allocated to us.
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Review titled Bad experience
Rated 1 star out of 5
by Anonymous - Posted on 14 November 2022
Why do most of the staff members give different information out? Some ask loads of questions and others can’t wait to get you off the phone when booking an appointment. I appreciate you have to triage but sometimes if a patient says ‘’ personal’’ then I do not feel the receptionist should keep pushing you for information!! Myself and others I know have been told that saying personal is not a reason to get an appointment and that a reason must be given!! I believe no reason has to be given and this should be understood by the patient navigator!! How far are we able to prebook an appointment as myself and somebody else were told that appointments are not prebookable even if you call at 8am and then I’m told that someone was able to get a prebookable appointment??? Staff clearly need training!! Shame as GPs are generally good when you can get through…..
Visited November 2022
Review titled The Maples
Replied on 08 December 2022
Thank you for your feedback. With the demand for appointments being so high it is important that we try to get as much information as possible to match the problem to the most appropriate person, however if someone states it is personal then the navigators will allocated this to a NursePractioner's to triage first. All appointments for GP's and Nurse practioner's - both routine and emergency are available to book on the day - but Nurse, HCA, and other healthcare professionals can be booked in advance. Patient Navigators are all fully aware and trained of how the appointment system works buy your feedback will be brought to the Reception managers attention.
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Review titled Ridiculous phone message
Rated 3 stars out of 5
by Anonymous - Posted on 25 November 2022
The long and totally out of date phone message when ringing at 8 a.m. for an appointment makes me want to throw the phone across the room. Please leave out all the stuff about covid and update this ridiculously long message.
Visited November 2022
Review titled The Maples
Replied on 26 November 2022
Thank you for your feedback. We have already approached our phone provider to update our phone message and are waiting for them to action our request. This should be updated within the next 5 working days. We appreciate telephone queues are still long but we are still dealing with increased demand. We endeavour to answer all calls as quickly as possible, especially at peak times. Thank you for your patience.