Parkwood Surgery

Parkwood Surgery, Warners End, Hemel Hempstead, Hertfordshire, HP1 2LD 39 reviews

Reviews

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Written by a patient
5th February 2015


I am always greated with a kind and caring receptionist who always tries to help with whatever my problem is. The Doctors are always very empathetic and they seem like they genuingly care about you. Parkwood has such a wonderful group of people that i dont mind which one i see as they all treat you the same. I may not always get the appointment that im expecting but i know that no matter what time i call, if the surgery is open then i will always be able to at least speak to a Doctor on the phone for advice.

Recommend
Involvement
Cleanliness
Staff
Appointment
 
Written by a patient
2nd February 2015


The triage system of appointments employed is good for doctors, not for patients. It makes it difficult to establish a relationship with one doctor. I cannot see that it saves a doctor's time when there is a telephone consultation followed by an appointment. The wait to speak to an operator on the telephone is too long. A call back by the doctor can be hindered if another incoming call is received - the patient cannot control this.

Recommend
Involvement
Cleanliness
Staff
Appointment
 
Written by a patient
15th January 2015


I am extremely happy with all aspect of my care at Parkwood Surgery. I have recently seen Dr Franzmann and received fantastic care from a knowledgeable, kind doctor. I have recently noticed the receptionists and office staff have become much improved in their communication and manner which makes discussing health concerns and worries so much easier.

Recommend
Involvement
Cleanliness
Staff
Appointment
 
Written by a patient
13th January 2015


Receptionists show zero empathy for condition and rarely pick up the phone before 20/30 rings also when you visit they are very unwelcoming

14th April 2015
Response from Parkwood Surgery

I apologise for the delay in posting a response. On receiving your comments and another one about customer service we did discuss them as a practice and at ways to improve this so that all patients feel they are well treated. As you will see a number of others are complimentary about the reception staff and I want this to be the experience for all patients. I hope that you may have found an improvement on future visits but if you feel there are still issues please feel free to contact me so that we can discuss your thoughts. Colin Neal Practice Manager

Recommend
Involvement
Cleanliness
Staff
Appointment
 
Written by a patient
5th January 2015


I just registered at this surgery, and had the worst customer service experince of my life. The receptionist was utterly useless. First off they had no idea what Forms they needed to give me to register at the surgery, then they gave me only half the forms that needed to be filled out. When I went for my initial consult nearly three weeks after filling out the first form, I was told to turn up 20 minutes early to fill out forms that would take the twenty minutes. So diligently I show up with a pen ready to get this done. The receptionist then does not even know what forms I had filled in at my last visit? Do they not keep records? Finally after berating me for not knowing what form I had filled in, and what forms I had not filled in, I was presented with a questionair... That's not a FORM that NEEDS to be filled in, thats a questionair, an unimportant form that people can choose to fill in if they so wish, not only that but it was a three minute questionair... not twenty minutes. So I spent 5 minutes waiting for the receptionist to find out what forms I needed to fill in, including being scolded, 3 minutes filling in the questionair, and 12 minutes sitting in the waiting room with nothing to do while I should have been at work. Later when I finally saw the nurse who was at least a nice person, they didn't even bother taking the questionair from me and I eventually left the practice with the questionair still in my hands. Before leaving the practice, I had to book a followup appointment for two weeks later, the receptionist has another go at me because I don't really understand what I am comming back for in two weeks, but was told to book by the nurse I had just spoken to? No interdepartmental communications? I also had some follow up questions, speciffically I needed a health report for some overseas travel at the end of this year, I was told I would need a full physical, thats fine.. What exactly is a full physical and what does it entail? Is it something that I should get the practice to do? or is it something I would be better to go somewhere else and have done? I still have no idea because the receptionist had another chunk out of me when I asked the simple question of 'what all is entailed in a full physical?' Seriously if you have to explain it to me three times, then you need to explain it to me three times. Don't growl at me because I don't understand. I was very dissapointed with my experience here, and will be moving my membership somewhere else as soon as I am able to travel outside my local area.

14th April 2015
Response from Parkwood Surgery

The experience you descibe is totally unacceptable and am sorry this happened to you and even more so that it was the first contact you had with the surgery. I have discussed your comments with our reception staff as part of our ongoing training on customer service. If you are still a patient of ours and see this reply please could you get in touch with me so I can use your poor experience to try to improve things for all patients and to see if you have had any further interactions with our staff and these were for you. Colin Neal Practice Manager

Recommend
Involvement
Cleanliness
Staff
Appointment
 
 

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