Warden Lodge Medical Practice
Glen Luce, Turners Hill, Cheshunt, Waltham Cross, Hertfordshire, EN8 8NWContact details and opening times
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Reviews
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Review titled poor service for children
Rated 1 star out of 5
by Anonymous - Posted on 24 June 2024
I have been with this surgery since my family moved to Cheshunt approximately 7 years ago. Thankfully, I have not had to use the surgery too often in that time. In November 2023, I waited 1.5 hours on the phone to make an appointment for my 9-year old daughter who appeared to have a chest infection. When I eventually got through, I was told that there were no appointments left and to call the next day. I explained her clinical symptoms and still told "no". I could not even get a telephone call with the nurse or a gp. As she was getting a lot worse, I had no choice but to contact 111, and she was referred to an emergency gp. She had a chest infection which required antibiotics. Two weeks later I received a text from the surgery asking "Would I like to learn how to use a slow cooker on a budget?". I have no idea why they would be prioritizing free cooking advice over primary care for young children; it seems like such a waste of resources when people cannot access basic treatment and care. A week ago, I contacted the surgery seeking a non-emergency appointment for a gp or nurse to look at a small cyst that had appeared on my son's arm which had been there for around three weeks. I was told they do not offer any non-urgent appointments and to either call the next day for an emergency appointment or go to a&e. I told them I did not think the drs and nurses at a&e would appreciate this, as it is clearly not an emergency and they are already struggling to treat people on trolleys in corridors. I was told that was the surgery's advice. Consequently, I have had to pay to see a private gp, who prescribed antibiotic cream, which has cleared up the problem. My husband recently made a straight-forward inquiry with them about whether he could get a hay-fever injection. The receptionist told him they did not know if the surgery offered it, and there was nobody around to ask. I would never recommend this gp surgery as it is simply not fit for purpose, and beyond exasperating trying to deal with them. For that reason I have decided to move to another local surgery.
Visited November 2023
Review titled Warden Lodge Medical Practice
Replied on 25 June 2024
Dear Patient, Thank you for your feedback. We would like to look into this further, however are unable to do so as you have posted anonymously. If you wish to discuss further, please contact the surgery with your details and a member of the Practice Management team will make contact with you. Kind regards, Holly Ioannou Deputy Practice Manager
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Review titled Flu Vaccine
Rated 2 stars out of 5
by Anonymous - Posted on 26 September 2023
Warden Lodge surgery sent me a text message to go to a link to book an appointment for my flu vaccine. I did this and was offered appointments for 7th or 14th October. I booked one but then had a message that they were unable to confirm with my surgery but would let me know when this was done. The next day I had a message saying that this hadn’t been confirmed so I needed to book another appointment, which I did, with a similar result. The following day I was told to contact my surgery direct to book an appointment. I was on the phone nearly an hour waiting for a receptionist and when I finally got through she told me that there no appointments left on either of the days. She did not know if they were offering anymore dates so should contact the surgery after 14th October. I asked about Covid injections but was told the surgery did not offer them. I need a local appointment as I shall be 88 next month and have no one to help me get there. A much younger friend has already had both flu and Covid vaccinations at her local surgery.
Visited September 2023
Review titled Warden Lodge Medical Practice
Replied on 27 September 2023
Dear Patient, Thank you for your feedback. Our appointment links for the flu vaccine this year proved far more popular than we had anticipated so the clinics did get booked up very quickly. We are sorry that the link did not work for you both times that you tried. We are in the process of setting up more clinics on the same dates and further texts will be sent out as soon as these are confirmed. I would like to assist you further, however cannot do so as you have posted anonymously. Kindly call the surgery on 01992 622 324 or visit https://florey.accurx.com/p/E82123 to submit an online request and I will gladly be in touch. Kind regards, Holly Ioannou Deputy Practice Manager
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Review titled Very poor service
Rated 1 star out of 5
by Ajkana - Posted on 19 September 2023
I rung the surgery at 9am on Monday and i was number 29 in the queue. 50 minutes later i was only number 24. Needless to say i couldn't get through for the rest of the day. I tried again today and i was informed i can not have an appointment unless i ring at 8am. I explained that i didn't need an urgent appointment but one over the next few days to examine a lump on my next and the poor health I've been under. I was told there was nothing they could do unless i ring at 8am as no ahead appointments are offered. It is extremely disappointing that not only can we not get through to the surgery however even if we manage to succeed there are no appointments. Yes we are aware that the resources are stretched but there has to be some sort of process in place where appointments are offered as they used to be over 2/3 week ahead for non emergencies so that the daily appointments are kept for the real emergencies and all patients are seen wether emergency or not. Over the years the surgery has worsened and its such a shame as every time you go in there there is hardly anyone in the waiting room. So is it that there are no appointments or you no longer care about the wellbeing of people and now do the bare minimumm.
Visited September 2023
Review titled Warden Lodge Medical Practice
Replied on 20 September 2023
I hope this message finds you well and I apologise that you have not had a good experience with us recently. The rising demand on GP surgeries is a complex issue that has been a subject of concern for both patients and healthcare professionals. Many GP surgeries are grappling with limited resources and funding, which can make it challenging to meet the healthcare needs of the community effectively. One avenue through which we can address these issues is by engaging with our local Members of Parliament (MPs). MPs have the power to advocate for change and can play a pivotal role in shedding light on the challenges faced by primary care services like GP surgeries. By communicating our concerns and experiences to our MPs, we can help raise awareness of the issues and advocate for increased support and funding for primary care. In the meantime, please know that we is committed to providing the best possible care within the constraints of the resources available. We appreciate it can be difficult to get through on the phone, therefore we are using an online service, Accurx Patient Triage for patients to submit their requests: https://florey.accurx.com/p/E82123. I sincerely apologise that this information wasn't given to you at the time of speaking with the receptionist. We also take on board your comments regarding the appointments being available 2-3 weeks ahead in previous years. Unfortunately, we found that our DNA (did not attend) rate increased significantly when patients booked appointments ahead of time. Instead, we have made appointments available 3 and 7 days in advance. If you have any further questions or concerns or if you would like assistance in contacting your MP, please do not hesitate to reach out to us. Kind regards, Warden Lodge
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Review titled Terrible
Rated 2 stars out of 5
by Anonymous - Posted on 04 September 2023
After waiting on hold for exactly 2 hours on Monday morning the awful music stopped and then a message saying ' due to extenuating problems only urgent calls will be taken ' . So much for ' your call is important to us ' . This practice is steadily going downhill. I appreciate the stress the practice is under but, I as a patient am under stress when I can't even speak to anyone. At 79 years all I need is a stress free life.
Visited September 2023
Review titled Warden Lodge Medical Practice
Replied on 06 September 2023
Dear patient We are sorry you have had cause to comment on the service you experienced at Warden Lodge. Without the full information it is difficult to investigate. However we can confirm we do not have a message on our system stating that we are only urgent calls will be taken. Therefore if you are able to contact or visit the surgery direct and speak to the practice manager with information on the time and telephone number you called from we can investigate this in detail. Kind Regards Warden Lodge
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Review titled Wonderful Practice Pharmacist
Rated 5 stars out of 5
by Anonymous - Posted on 04 August 2023
I was very impressed with my recent medication reviews with the practice pharmacist. She was very friendly, caring and supportive. She is an asset to this surgery and I hope her efforts are recognised. She helped calm a very anxious patient. Thank you!
Visited August 2023
Review titled Warden Lodge Medical Practice
Replied on 08 August 2023
Dear patient Thank you for your feedback regarding your consultation with our practice pharmacist. Kind Regards Warden Lodge
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Review titled Really good experience
Rated 5 stars out of 5
by Joe - Posted on 01 July 2023
Friendly receptionist great doctor was sent there from valley view couldn't have had better experience sent for exray straight away!
Visited July 2023
Review titled Warden Lodge Medical Practice
Replied on 06 July 2023
Dear patient Thank you for your feedback regarding your experience at Warden Lodge. Kind Regards Warden Lodge Medical Practice
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Review titled Extremely helpful
Rated 5 stars out of 5
by Sarah - Posted on 09 June 2023
I was issued a prescription from the dermatologist at Hertford county Hospital but could not locate the product due to poor supplies at present. Contacted surgery and asked if they could prescribe an alternative brand name as the dermatologist has not returned my calls. The prescription clerk was extremely helpful and arranged this for me via the Gp. She called me and kept my totally updated and I now have the ointment needed for my condition
Visited June 2023
Review titled Warden Lodge Medical Practice
Replied on 12 June 2023
Dear patient Thank you for your sharing your positive experience at Warden Lodge, this will be shared with our prescription clerk. Kind Regards
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Review titled Rude Receptionists
Rated 1 star out of 5
by Anonymous - Posted on 25 May 2023
First time visiting the GP for several years, greeted by extremely rude receptionist staff. Talking amongst themselves, completely ignoring me. When raising a query with them they were asking me intrusive questions about what I do for work etc. being very judgemental even though they were not required to know this information to be able to help with my query. I managed to see the GP who was extremely kind, caring and understanding, I cannot fault him. I have been a patient at this practice for 24 years and will not be returning.
Visited May 2023
Review titled Warden Lodge Medical Practice
Replied on 08 June 2023
Dear patient We are sorry you have had cause to comment on your experience at Warden Lodge, we would like to investigate further and would be grateful if you could contact the practice manager to discuss further. Kind Regards Warden Lodge
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Review titled Rubbish appointment system
Rated 1 star out of 5
by Mrs Lyn Partridge - Posted on 10 May 2023
Had to leave a bad review 10 days ago but miraculously the very next day I received a phone call from the doctor who has arranged a blood test and told me to make an appointment in 2weeks time tried phoning to no avail unless you were dying to hang up so tried on line to no avail so went into surgery and was told no appointments for the near future now either the doctors don’t know what’s going on in their own practice or the receptionist don’t want to give you an appointment what is going on
Visited May 2023
Review titled Warden Lodge Medical Practice
Replied on 08 June 2023
Dear Mrs Partridge We are sorry you have had cause to comment on your experience at Warden Lodge. We will investigate the points you have raised in more detail. Kind Regards Warden Lodge
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Review titled Words fail me
Rated 1 star out of 5
by Anonymous - Posted on 02 May 2023
Never able to get an appointment, a couple of the receptionist and practice nurses do try their best but look stressed. Usually a sign of a poor management team . Latest episode. I had an appointment to see a practice nurse for some follow up treatment post hospital discharge. As I have mobility issues, I needed to use a cab. This didn't turn up so I started making my way to the bus stop. I know I was going to be late so tried phoning, "You are currently 27 in the queue." was the response. In the end, I missed my appointment, but still attended. Couldn't fit me in, fair enough. At this stage I started to feel very unwell. I told the front desk this and was basically ignored. Got home, wife called 111, assessed and ambulance sent for me. In A&E it was suspected I had suffered a minor stroke. A&E staff couldn't believe that someone in such obvious distress was turned away from their GP! Spent the next 3 weeks in hospital. Wait there is more.Twice over the years, they have missed life threatening conditions in my wife, on both occasions being palmed off as its nothing, being prescribed inappropriate treatment, once even being sent to the wrong hospital! It has been due external intervention, twice, that she is still here. Would love to change, however, all surgeries seem about the same around this area.
Visited April 2023
Review titled Warden Lodge Medical Practice
Replied on 02 May 2023
Dear Patient We are sorry you have had cause to comment on your recent experience at the surgery. As your review is anonymous this does make it very difficult to respond. However we would like to investigate this in more detail, could you please contact the practice manager with your details so we can take this forward. Thank you Warden Lodge