janduplessis886/england-nhs-gp-reviews huggingface dataset:
GP surgery review: parkwood-surgery
Title: They mess you around
Rating: 1 out of 5
Visited: May 2023
When I was young, you rang or went in and booked an appointment.  You might have waited a while for it, but that was fine, because the overall process was quite painless.  Nowdays it is a different story:

1. you ring them up, because their website says you should contact reception to book an appointment. 

2. the Automated phone system gives you multiple choices where you press the number on your dial-pad for the relevant service.  The robotic voice clearly states to press a certain number to book an appointment.

3. After an indeterminate amount of time on hold (I've had well over half an hour sat listening to the classical music and frequent "We're busy but please hold" reminders, a receptionist finally answers.

4. You tell the receptionist you wish to book an appointment (which they should already know, because you pressed the button the automated voice told you to press for bookings).

5. The receptionist then proceeds to explain how you just wasted the last half-an-hour, because bookings are not done over the phone anymore, and you should go on their website to fill out a contact form during office hours.  (Not sure why it has to be during office hours -- what's the harm in submitting the form at night and them seeing it the next day?  isn't that the whole advantage of computers?)

6. You go onto the website to see a big disclaimer saying "This form is not for booking appointments".  That's right folks, the form you get told to use to book your appointment is not for booking appointments.  At this point you shake your head in disbelief, as they don't book appointments by phone, they don't book appointments by web form (despite telling you to use it to book an appointment) and they also don't book appointments in-person.

7. At this point I phoned the receptionist back up to explain that their web form is not for booking appointments -- it's only for enquiries -- and that their automated answerphone said it's perfectly Ok to book appoints by telephone, only to be told by the receptionist that I am mistaken?!?  (Get her to ring the surgery up and hear what it says, then?)

8. Then called 111 to explain my situation, then when asked why I'm calling 111 and not my local surgery, explain how it's impossible to book an appointment with Parkwood.  Then 111 tell they're sending a "Clinical Assessment" to Parkwood, and I need to call Parkwood's reception to let them know.

9. I call Parkwood's reception and get through faster this time, only to be told that there is no 'Clinical Assessment' showing up on their computer system, and to use the web form.  Again, we're going in circles here.

I get it, the Nhs is overworked, but I feel like they are making it difficult 'on purpose' for people to see the doctor -- maybe they're trying to filter out time-wasters by being difficult?

Parkwood's Dr's are Ok, the real issue is their receptionists who lack professionalism and are just messing you around constantly.  It's like they don't want to help people!
GP surgery review: parkwood-surgery
Title: Just making life more difficult
Rating: 1 out of 5
Visited: April 2023
I recently needed some medication which was already prescribed to me by my Doctor but wasn't setup as a repeat.

I phoned the surgery, waited an hour on hold.  Eventually I rang from my work phone and got through in 5mins by pressing a different option.  I quizzed the person who answered and she went to see if the phone was ringing for the other "team" and no phones were ringing at all, this meant had I just waited, I would still be waiting.  I don't mind waiting but I do mind it if nobody will ever answer.  I asked them to look into this problem but they didn't seem very interested in sorting it out.

I then spoke about my issue, I was told I had to sign up with their new Patient Access system for any queries or could email in as prescriptions could no longer be sorted on the phone (despite my partner ringing up the day before and getting her issue sorted!  discrimination?)

I later signed up for "Patient Access" and it also didn't provide me with a method to contact the surgery about this or order the medication so I phoned them again.

I got through quite quickly this time around but was told they couldn't help me (despite me having tried to jump through their hoops).

I was told I had to "write a letter and bring it in".  I thought i'd jumped back in time to the 80s!  I asked if I could email instead and was told "no, we don't accept emails".  I also explained that my partner managed to get it sorted over the phone recently and I was told they can't discuss that.

I explained that I had actually run out of medication due to all these delays as i've been told previously to wait until I had a weeks supply left before submitting requests to "avoid patients stockpiling".  Would be happy to wait if I knew it wouldnt take so long to get sorted.

So much for the new system improving things for patients and staff.  Exactly how is it helping the environment, patient well being or staff work loads if i have to "bring a letter in", wasting paper, ink, power, diesel, my time, their time, only for someone to tap a few buttons and throw my letter in the bin?  The carbon footprint of getting a simple asthma inhaler is ridiculous.

I'll now have to take a physical letter in to the surgery, wait 3 or more days.  I wont receive a confirmation so I'll have to "guess" when it might be ready to collect as that's what has happened before.

The process is not only ridiculous but the staff are condescending and rude.  When challenged they pull out the "we don't tolerate abuse" card, even when being asked reasonable questions about why things are the way they are and challenging them to break process in the interests of common sense.

As for getting an appointment, the "Patient Access" system says there are no slots available and when you call them (and they eventually answer), i either get told the next one is in 2 months time or that I have to call back next week as there are no slots.

Avoid if you don't want to ruin your mental health.
GP surgery review: parkwood-surgery
Title: Good medics, woeful management
Rating: 1 out of 5
Visited: April 2023
Minimum 10 minute wait to get a phone call answered, often 30+ minutes. Told today that there were zero appointments available and to call back some other time when they might have some, but no promise on when they would be once booked. Unable to put me on a waiting list for appointments even. Receptionist advised me that the best way to get an appointment might be to go to the practice in person to avoid phone system.
Doctors seem fine once you get to them, but practice management is chaos
GP surgery review: parkwood-surgery
Title: Appalling service
Rating: 1 out of 5
Visited: April 2023
The surgery take on average at least 40 minutes to answer the phone (that's if they do answer and you're not cut off). The reception staff are then sarcastic or rude if you question them about the time taken to answer. They will state they are very busy, yet when you visit the surgery it is empty. I feel very sorry for elderly and vulnerable patients having to deal with their new processes of trying to get appointment to see a doctor as these processes clearly do not work. When I asked the receptionist if they are looking at new ways to improve the service, she very uncaringly stated No we are not!!!!. The surgery also does not respond to official complaints or Freedom of Information Act (foi) requests. I submitted an foi request two months ago and I still have not received a response so I will b going to Three Counties Radio regarding this.
GP surgery review: bennetts-end-surgery
Title: Efficient once I got through
Rating: 3 out of 5
Visited: December 2023
Once I managed to talk to a doctor with a phone back appointment, things proceeded quickly and efficiently.  Getting through in the first place is the difficulty and the on-line triage system didn't seem to work for me.
GP surgery review: bennetts-end-surgery
Title: Poor practice
Rating: 1 out of 5
Visited: December 2023
Doctors are spot on once you see them !
Administration and contactablity is dreadful long waits for answers and unhelpful, fill a form in when you go online out of order.
GP surgery review: bennetts-end-surgery
Title: A continuously stressful experience
Rating: 1 out of 5
Visited: December 2023
I dread myself or my children needing anything from this surgery and do as much as possible to keep my interactions with them minimal. From my recent experiences they have changed their contact procedure again (several times over the last few years). Now you cannot phone or go in to get an appointment, you must complete the form online. Often this form is not working. Twice I have completed with no contact. Eventually I phoned and the receptionist filled it in over the phone and managed to get an appointment. My son's experience is that he has had a badly infected toe for over 11 weeks and 2 rounds of antibiotics, yet not a single doctor has looked at this in person. My own experience is the joy of trying to have a medication from an external consultant added to my regular prescriptions. We've sent letters and I've dropped them off in person but three months later, nothing. To contact them I must do it online (form is out of order) or call up after 2pm (phone line often says it is closed). When you can actually get through to see someone the doctors here are amazing, it's just that you have to endure the battle of endurance and wits to somehow contact them in the first place.
GP surgery review: bennetts-end-surgery
Title: Appointment difficultly
Rating: 3 out of 5
Visited: November 2023
Difficult to obtain an appointment with Surgery, but after servuce very good.Speed of follow up Hospital appointment great
GP surgery review: bennetts-end-surgery
Title: Awful communication
Rating: 1 out of 5
Visited: October 2023
Asked for ecg,blood pressure and bmi to be printed off cause they aren’t sending result off so I have resorted to hand taking them to my mental health team. They ended up printing blood tests from June rather then the recent ect done in October tbh a joke of a surgery been waiting four weeks for an appointment to have my ecg and get the results let alone the time from the adhd meds being prescribed very angry
GP surgery review: bennetts-end-surgery
Title: Excellent GP practice
Rating: 5 out of 5
Visited: October 2023
I am writing this review on reflection specifically of how impressed I have been this year relating to the treatment of my young child at Bennett’s End Surgery. The online medical request service is accessible and easy to use, and I am always contacted promptly regarding the medical issues my son has had. He is always seen is person when required or over the telephone where appropriate, on the same day. The GP who we’ve recently had a few appointments with is kind, thorough in his assessments and provides helpful advice. After seeing him I feel confident that my child’s medical problem is dealt with appropriately. I have also been able to see the same Dr for ongoing medical problems. The on site pharmacy is running well despite a recent fire, and the reception team are always helpful, polite and professional. As a parent I always feel confident, reassured and grateful for the service provided by Bennett’s End Surgery.
GP surgery review: bennetts-end-surgery
Title: Lack of communication
Rating: 2 out of 5
Visited: September 2023
Made appointment for a medical manager regarding my fathers death called 3 times message for a call back within 72 hours 2 times still waiting 6 weeks later plus not sleeping over this
GP surgery review: bennetts-end-surgery
Title: Very confusing message
Rating: 3 out of 5
Visited: September 2023
I have been unable to contact the surgery today to request a routine appointment because you have 'reached capacity' for online queries for the day.

Trying to find alternative methods of communication I have read that  the system will be changing from 14th March, but it seems to have already changed as there is no method telephone contact available. Has the system changed 6 months ago and no-one has bothered to include the year or update the message from 'will be' to 'has been'? When mentioning a change that will happen on a particular date it would sensible to include the year  and to update the message when that date has passed.
GP surgery review: bennetts-end-surgery
Title: Extremely Disappointed in Lack Lustre Consultation
Rating: 1 out of 5
Visited: August 2023
I received a message informing me that my telephone consultation would be pm today. Little did I know that it would eventually arrive at nearly 8pm.  I explained that I had been advised by my podiatrist to contact my doctor due to the fact I had spent thousands of pounds and years trying to get rid of a fungal nail infection to no avail. The conversation was not particularly forthcoming, maybe due to the lateness of the day but it came across that the gentleman GP thought it was just a vanity issue for me and explained that even though they could take clippings and get them tested to be perfectly honest if I didn't have diabetes he didn't think there was much point in me persuing this route. 
I did explain that I was not particularly happy with the outcome of the conversation especially as the infection had not been seen by anyone at the doctors surgery. 
I am not usually one to complain but just felt the conversation I had today felt like I wasn't being particularly listened to and was extremely unproductive.
GP surgery review: bennetts-end-surgery
Title: Secretary Line
Rating: 1 out of 5
Visited: August 2023
Why is it when you call during the day, the Secretary Line is either closed or transfers you to a mailbox that's full and then cuts you off?  How are you supposed to speak to anyone at the surgery? 

Still waiting on Fit to Exercise notes since request on 7th July 2023!!!
GP surgery review: everest-house-surgery
Title: Quick response
Rating: 5 out of 5
Visited: December 2023
I called in Everest House Surgery at approximately 10.00. The receptionist apologised for queue and wait. I was questioned on symptoms as I thought I might have a UTI as I wear a catheter valve. The receptionist said I’d be contacted before midday she gave me a urinary sample bottle. I was shopping in Queens Sq and received a triage appointment within half an hour. Excellent service from Everest House thank you
GP surgery review: everest-house-surgery
Title: Paramedic appointment
Rating: 3 out of 5
Visited: December 2023
This review is more for a member of staff than the surgery itself. The gentleman my mum saw was really caring and helped to reassure her with her concerns. My mum and myself came away not feeling dismissed and her worries were taken onboard and hopeful that going forward, mum will be feeling better in no time.
GP surgery review: everest-house-surgery
Title: GP Appointment
Rating: 5 out of 5
Visited: December 2023
Very thorough, friendly  reassuring and professional appointment. All things were considered and felt like an individual not just another patient........  .........................................
GP surgery review: everest-house-surgery
Title: Always a positive experience
Rating: 5 out of 5
Visited: December 2023
I have been a patient at Everest House Surgery for approximately five years now and really can’t speak highly enough of the service that we receive as a family. There has been many changes over the last few years due to Covid, but the changes that have been implemented have been very positive in my opinion. I have never struggled to get an appointment for myself or young children which is a real credit considering the pressure the services are currently under.

I called 111 last night, had a call from the surgery at 8:15 this morning asking me to come in for an 8:30 appointment. I saw one of the paramedics who were extremely thorough and really took the time to explain what was going on. So great service all round, thank you!
GP surgery review: everest-house-surgery
Title: Recent Consultation
Rating: 4 out of 5
Visited: December 2023
The GP explained my blood test results in a clear and concise way. The GP made recommendations that made total sense and for the benefit of my future health and well-being. I was provided with the reassurance that my condition would be reviewed in six months time and came away feeling that my GP genuine had my health interests at the top of his mind.
GP surgery review: everest-house-surgery
Title: Good practice
Rating: 5 out of 5
Visited: December 2023
I have been with this surgery for numerous years now along with my children I realise the system has changed a lot since Covid I have always found Everest house surgery to be very good and very helpful
GP surgery review: everest-house-surgery
Title: Everest Way
Rating: 5 out of 5
Visited: November 2023
The receptionist was polite and very helpful. My Doctor didn’t rush my appointment and was very thorough. She arranged all my tests and follow up appointments.
GP surgery review: everest-house-surgery
Title: Excellent practice
Rating: 5 out of 5
Visited: November 2023
On 6th November I requested an urgent appointment and this was arranged for the same morning. I was seen by a doctor who advised me to attend A &  E at Watford which I did. There I was seen and treated very efficiently and discharged. The doctor I had seen earlier phoned me the following day to ask about the result. Altogether a very efficient and caring result by Everest House Surgery.
GP surgery review: everest-house-surgery
Title: Lovely experience
Rating: 5 out of 5
Visited: November 2023
I had a smear today (15th Nov 23) with one of your nurses at 17:10 and she was sooo lovely, really calmed my nerves, very calm and my smear was so comfortable and quick and I just wanted to say a huge thank you to her. I have had two children and still very nervous having these things but she was amazing. Thank you for making peoples horror stories not one for me to tell, I would recommend her 100x over. Sorry I can’t remember her name but I believe her name began with a C if that helps to pass on the feedback and I’m sure she was the only nurse working that evening doing smears. Thanks loulou
GP surgery review: everest-house-surgery
Title: Fantastic service and empathy
Rating: 5 out of 5
Visited: November 2023
I cannot fault the surgery at all... I am currently quite unwell and going through testing / treatment. The doctors surgery have been able to get me seen in person by 2 doctors and a paramedic within hours. I was constantly put as ease and guided through the whole process. At a really scary time, I am so thankful to be part of such a caring and hard working doctors surgery. From the wonderful reception team, to the call handlers, to the funniest paramedic I have ever spoken to and the doctors you all are an absolute gift and I couldn't be more thankful. I would highly recommend Everest house to anyone!
GP surgery review: archway-surgery
Title: Haematology review
Rating: 0 out of 5
Visited: October 2023
I was unable to attend review haematology appointment due to having covid. Consultant arranged to phone me instead. Coordinated with GP practice and pharmacy to get prescription for new dose medication same day. Excellent example of seamless working by all NHS departments involved.
GP surgery review: kings-langley-surgery
Title: Excellent care
Rating: 5 out of 5
Visited: August 2022
I want to say a big thank you to all the staff at Kings Langley Surgery. The receptionists are helpful and clinical staff friendly and knowledgable. I have been able to make an appointment the same day when my toddler has been unwell, with initial telephone triage and subsequent face to face appointment and for less urgent problems both my husband and I have been able to prebook appointments with an appropriate clinician. As a family we are very happy with our care from Kings Langley Surgery.
GP surgery review: kings-langley-surgery
Title: Great practice
Rating: 5 out of 5
Visited: April 2022
Have been with this surgery for 11 years. We have never had any challenges getting through by phone, booking appointments (although online booking has not yet returned since pandemic), or organising our repeat prescriptions. Emails are responded to. Staff are attentive and skilled. Flu jab clinics are efficient and convenient.  At times, with my son who was experiencing mental health issues, one GP went above and beyond to ensure she saw him frequently. We are moving out of area and are very very sorry to be losing this practice. Highly recommended.
GP surgery review: lincoln-house-surgery
Title: Like pulling teeth, total frustration
Rating: 2 out of 5
Visited: January 2024
Trying to get an urgent appointment, non-existent, let the triage team decide if it is urgent or not then you will have a telephone consultation (to a hard of hearing person) fourth appointment, being batted backwards and forwards and still not seen a GP yet! Do they really exist? ….. <….. from one really frustrated patient that has had no sleep for the past 4 weeks! ……
GP surgery review: lincoln-house-surgery
Title: Visit to Nurses
Rating: 3 out of 5
Visited: November 2023
Following an operation it was recommended that I arranged a consultation with the Nurses at the  practice to check on the wound etc. Because I was trying to make the appointment for a week in advance the receptionist said it could not be done and if I had a problem I should either go to A&e or consult 111. After complaining about this and saying I would consult the hospital I was put through to the Nurse.
What a difference - she was most helpful fully understood what was needed and set up an appointment for a week in advance. I have now had my consultation which was conducted very professionally and I would rate it 10 out 10.
GP surgery review: lincoln-house-surgery
Title: Incompetent
Rating: 1 out of 5
Visited: August 2023
A GP nurse appt had been cancelled which was for redressing a wound. No information was given about what to do next. I called the practice and was told to wait at my nearest urgent care service to which they didn't even know where that was. We are part of the west Herts trust. How can the GP itself who have cancelled the appt not know where to direct us. It is their job to know where to access care in their local trust or atleast know how to access the information. Not everyone has the internet. My grandparents are 80+.
GP surgery review: lincoln-house-surgery
Title: Terrible experience
Rating: 2 out of 5
Visited: April 2023
Do not expect any help that requires more than the lowest level of effort put towards patient's needs. Any help offered is limited to the least effective solution that does not require engagement or further thought put towards condition a patient reports especially in the context of a mental health. It may be the NHS policy at the moment to treat people without treatment but why do we still have to accept it?
GP surgery review: lincoln-house-surgery
Title: bad
Rating: 1 out of 5
Visited: April 2023
dreadful practise .  cant get them on the phone. cant get to see a doctor face to face.   your lucky if you get a phone consultation  weeks later.     doctor prescribes medication without seeing patient. receptionist rude and unhelpful.     something needs to be done about this practice.   My husband is with this practice.  my self on the other hand is with a wonderful group of doctors.  and I will be applying for my husband to join them to.
GP surgery review: lincoln-house-surgery
Title: Poor E Consult Process
Rating: 2 out of 5
Visited: July 2022
E consult system is terrible, triage questions very poor, asks for info that should already be held at the surgery. Then text messages are unclear leading to you having to call the surgery anyway. Why we do not have the ability to make appointments without lists and lists of questions is incomprehensible. Routine appointments not bookable online either. Unable to easily get repeat prescriptions for HRT, many many hurdles to this, seems that the process is designed to put you off requesting it.