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 Never any appointments
Rated 1 star out of 5
by Anonymous - Posted on 27 November 2022
Call at 8 to listen to a 3 minute long message about face masks + covid that must have been created in 2020. Then be told no appointments available so remove the phone message so we can through quicker and then be told no appointments.
Visited November 2022
Review titled The Maples
Replied on 28 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.
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Review titled Phones never answered
Rated 1 star out of 5
by Anonymous - Posted on 09 November 2022
Either you can not get through on the telephone or they have closed there phone system and do not answer at all message to call 111 I do not know why this surgery is open I have had to use a private GP as i could not access Maples. I have been prescribed medication that is not available until January 2023. I cannot contact the surgery about this. The reveiws are very concerning about this practice.
Visited November 2022
Review titled The Maples
Replied on 14 November 2022
Unfortunately it appears you attempted to contact the practice during the mandatory half day training that all practice in the area had to attend as arranged by our Integrated Care Board. 111 were triaging all calls during this period, however if you had called the following day we would have been able to book you a consultation with one of our pharmacists to discuss the issue with your medication. Contact could also have been made via our website if the issue was not urgent.
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Review titled Disappointed
Rated 1 star out of 5
by Anonymous - Posted on 28 November 2022
Disappointing with how this gp practice is run. Never any appointments available. 10 in the phone queue when you get a message that all routine appointments have gone. Not able to book any online appointments so you have to call over and over again to be told the same thing! Gp practice needs to get rid of their outdated way of working… it’s 2022 not 1999……..!
Visited October 2022
Review titled The Maples
Replied on 08 December 2022
Thank you for your feedback. Our Phones open at 8am and on 28th November we had 81 patients already in system at 8.01.01, so can only assume from the information provided that you called after this time once the initial queue had dissipated. Demand is still very high for all appointments and we do not have the capacity to offer more than we already are. NHS England changed the guidance for online appointment booking earlier this year. As we now have a diverse clinical workforce patients need to be triaged to ensure they are booked with a clinician who can best assist them and there is not an online algorithm that can perform this yet. we have relaunched the online consultation service and a set amount of appointments become available for this every day. As a proactive and innovative practice, we will continue to investigate the best way to provide General practice services with the funding that we have been given and will always strive to provide high quality safe care to our patients.
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Review titled Phone Message Too Long
Rated 1 star out of 5
by Anonymous - Posted on 04 October 2022
You call at 8am and get an outdated message regarding covid and takes 2 mins to even be able to pick an option!! Sort your phone message out to make it shorter! People do not have the time to phone at 8am and then listen to a message regarding covid and face masks! We just want an appointment not a messages from 2020/2021 and when one finally gets through the staff all say different things! Please train your staff as it can be confusing when you are told something different every time you call!
Visited October 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.
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Review titled Improvement
Rated 3 stars out of 5
by Anonymous - Posted on 02 October 2022
The surgery can be good when it is working correctly. My feedback would be that appointments should be patient choice of face to face and telephone calls. Other surgeries in the area are offering this to patients. I have read your previous replies to people regarding appointments and do not feel this is justified reasoning for not offering online booking or an online consultation. Offering online consultation, online bookings, and choice of face to face appointments would make the surgery better.
Visited September 2022
Review titled The Maples
Replied on 03 October 2022
Thank you for your feedback. As we have limited space for all clinicians assigned to the practice to work from our site, we are continuing to default to telephone consultations with certain clinicians as a first option, but should the patient request a face-to-face consultation during the telephone review this is always booked at the patient’s convenience. Appointments with the nursing team continue to be booked as face to face as a first option. We have yet to receive the rollout of the new online consultation platform from the Integrated Care Board (ICB) - but will be offering theses again once we have access to the software and our team have had the opportunity to receive the training. As previously explained, NHS England have changed the criteria for online appointment booking as patients need triaging to ensure they see the correct clinician. We have therefore changed our processes in line with this and we are inviting patients from specific groups to book their own appointments online when they are sent a link from our clinical system. We frequently review the technology and processes we use to ensure we offer the best possible service to our registered patients.
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Review titled Great patient care
Rated 5 stars out of 5
by Anonymous - Posted on 07 July 2022
I'd like to commend The Maples Health centre for their outstanding service. I've always found the reception staff to be friendly and polite, even though they are so extremely busy. I personally find the phone appointment system to be very effective. In today's particular example my daughter has had a phone appointment, a face to face consultation and has been diagnosed and treated within an hour. Fantastic! Staff are always so helpful despite the clinic being overwhelmed with patients. I cannot praise this doctors enough. I feel so lucky to have such a great gp practice.
Visited July 2022
Review titled The Maples
Replied on 07 July 2022
Thank you for your lovely review. I am please to hear you find the current phone appointment system effective and you had had such a positive experiences with our team. We will make sure that they are aware of your kind words.
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Review titled Really helpful team doing their best in tough times
Rated 5 stars out of 5
by Sandra Pearce - Posted on 25 August 2022
Have always fund the team here to be super helpful and courteous at all times. I have confidence when I call/ contact them that they will do their best to help me and are very responsive using the online service also.
Visited July 2022
Review titled The Maples
Replied on 03 October 2022
Thank you so much for your very kind comments. We will pass your comments to the relevant teams and will continue to continually assess our service to ensure it provides the best possible care to our patients.
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Review titled Phone
Rated 1 star out of 5
by Anonymous - Posted on 08 July 2022
Called at 8 and was below 5 in the the queue. Still 15 minutes later the phone was not being picked up and a message saying all appointments had gone! Bring back online consultations and bookings!
Visited July 2022
Review titled The Maples
Replied on 11 July 2022
Thank you for your comments. We have checked our telephone system data and we cannot identify anyone waiting an extended period of time as you state on Friday. However if you would like to contact us directly with your details and number you were calling from we will happily look into it in more detail to see if there were any technical errors. With regard to online booking, it is to be relaunched shortly but NHS England have amended the usage of this. We are lucky enough to have a wide range of clinical staff including GP's, Nurse practioner's, Nurses, Health care assistants, Paramedics, Pharmacists, Physiotherapists, Social prescribers and offer direct referral to mental health, maternity, and pharmacy counter services to name a few. This means that the patient would need to speak to a member of our Patient care service team to be triaged and booked into the correct service for their condition. Currently there is not a computer algorithm that can do this so patients will still need to call us for these appointments. We will however be using online booking for patients needing to book into long term condition clinics (Asthma, diabetes, COPD) and flu clinics and will also review this service and its functionality regularly.