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 appointment system
Rated 1 star out of 5
by Anonymous - Posted on 10 July 2024
From 1 July 2024 the appointment system has changed to an online form. My mother is 83. How on earth can she be expected to understand how to log online, find the form, complete the form and send it. She lives alone and her children do not live close by. She no one else that can help her. This method of making appointments or seeking medical assistance is unfair on those unable to use computers.
Visited July 2024
Review titled Warden Lodge Medical Practice
Replied on 10 July 2024
Thank you for reaching out to us regarding the recent changes to our appointment system. We appreciate all feedback and understand your concerns about the shift to an online form for making appointments. We recognize that not everyone is comfortable or familiar with using online systems, particularly our senior patients. It is crucial to us that all our patients, regardless of their technological proficiency, have equal access to medical care and support. Senior patients or anyone unable to compete the form online can still call the practice. We will talk you through the pathway and support you using this new process. The outcome will be the same as following the form yourself through the website and your call will be triaged in the same way, meaning you are contacted efficiently and in an appropriate way. We hope this addressed your concerns but please feel free to contact the practice should you have any further queries. Kind regards Warden Lodge Medical Practice
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Review titled Awful Practice
Rated 1 star out of 5
by Anonymous - Posted on 18 June 2024
I have been suffering lower back pain for 6 days. I tried to get a G.P. appointment on the Friday and Monday but all slots had gone. On Monday I called at 8:00am and waited 30 mins. When I got through I informed the receptionist what the issue was but was told all the appointments had gone and to call back the next day (I was told after the weekend it’s always busy so more likely to get an appointment on Tuesday). So again I called at 8:00am the following day and only had to wait 15 mins so felt confident I would finally get an appointment. Imagine my amazement when I was told I had to go through a triage process and had to be assessed by a physiotherapist. Apparently the physio will call me on Wednesday afternoon to assess whether I need to see a G.P. or a physio. So now the earliest I can get a G.P. appointment will be Thursday (although it maybe longer if I need to see a physiotherapist). Why wasn’t I told this on the Monday when I informed the receptionist of the problem? Is it a case that staff are not fully trained or just want to get patients off the phone? Not sure, but whatever it is this practice continues to deteriorate and I have been with them over 20 years! All I’m asking for is help to ease the pain, whether that’s specific exercises for back problems that I can do myself or pain relief, but to have to wait a week for an urgent appointment is ridiculous! And the fact that staff do not seem to know the procedures is even more worrying!
Visited June 2024
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 Phone Messages
Rated 3 stars out of 5
by Alan Westbrook - Posted on 03 April 2024
I today tried to contact the surgery, on receiving an answer phone message I was advised to email if it was none urgent, however the email message is read out so quickly it takes multiple attempts to try and understand what is being said, something like "hweicbenh.reception......." , check website no email address shown. Please can you read out info like this slowly, for those of us who have hearing issues.
Visited April 2024
Review titled Warden Lodge Medical Practice
Replied on 25 June 2024
Dear Mr Westbrook, Thank you very much for your feedback. We have taken this on board and changed the phone message accordingly. We hope that you are otherwise happy with the services that we provide. Please do not hesitate to contact us directly in future with any comments or suggestions on how we can improve. Kind regards Holly Ioannou Deputy Practice Manager
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Review titled Bad experience
Rated 1 star out of 5
by Mrs a Greenwood - Posted on 11 January 2024
My husband had an appointment today and was trying to find a parking space. Unfortunately a car was blocking the road so he tooted when we registered inside the surgery a receptionist shouted did we have trouble parking, we went up to the first floor to await the doctor when a receptionist came up the stairs and proceded to shout at my husband about problems with parking, she did not care that there were other patients within hearing distance and humiliated him even though he was feeling very unwell. Her behaviour was totally unprofessional and deeply distressing.
Visited January 2024
Warden Lodge Medical Practice has not yet replied.
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Review titled Telephone System Appalling
Rated 2 stars out of 5
by Anonymous - Posted on 15 January 2024
Rang at 1412 15th January and was caller number one in the queue, after hanging on for more than 45 minutes, still at number one, I gave up. At the same time I used a second phone and was fifth, fourth etc. Why was I still at number one on the original call? This is not the first time. Telephone system diabolical. Please do something to sort this.
Visited January 2024
Review titled Warden Lodge Medical Practice
Replied on 22 February 2024
Dear patient We are sorry you have had cause to comment on your experience at Warden Lodge. To help us identify any issues with our phone system we would be grateful if you could contact the practice manager to give further details of your call. Kind Regards Warden Lodge
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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