Fernville Surgery
Midland Road, Hemel Hempstead, Hertfordshire, HP2 5BLContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Reassurance when needed
Rated 5 stars out of 5
by Mary Bourke - Posted on 14 August 2024
I called the surgery yesterday regarding pain management and was given a phone appointment for this morning. I duly received the call and had an excellent, informative discussion which set my mind at ease. Thank you.
Visited August 2024
Review titled Fernville Surgery
Replied on 16 August 2024
Dear Mrs Bourke Thank you for taking the time to provide feedback on your recent contact with the surgery. I am very pleased to hear that your experience was positive and that you were happy with the care provided. I will feedback your comments to the team. I am sure they will brighten their day! Kindest Regards Mandy Curtis Patient Services Manager
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Review titled Amazing practice
Rated 5 stars out of 5
by Rose Benson - Posted on 20 August 2024
I would like to thank the staff at Fernville for their patent centred, reassuring and above and beyond attitude towards the care of their patients. I recently came in to see one the doctors about a sensitive topic (I am so sorry I can’t remember her name!) and she was amazing. I have taken these issues to doctors before and not been believed or supported, however during the appointment she was positive, kind, believing and just all round wonderful. In the year I have been registered at Fernville I’ve received the best care from the most supportive practitioners in the few times I’ve needed care. I just wanted to take the time to say a huge thank you for the care you have shown me!
Visited August 2024
Review titled Fernville Surgery
Replied on 21 August 2024
Dear Ms Benson Thank you very much for providing feedback regarding your experiences with Fernville. Our team aim to provide a caring, positive experience for patients and it is great to hear our efforts are succeeding. I have posted your review on our internal notice system for all staff to see, it is very encouraging to us all! Once again thank you for your feedback. Kind regards Mandy Curtis Patient Services Manager
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Review titled Good Experience
Rated 5 stars out of 5
by Judith Gott - Posted on 22 August 2024
I had two appointments today, one with my GP and the second with a nurse. Both started on time. With my GP I felt I was listened to and was involved the decision making and a prescription was sent directly to the chemist which I collected 5 minutes later. I also have a follow up appointment in the not too distant future. It was a similarly good experience with the nurse who was very friendly and very professional. It's great to be getting face to face appointments again.
Visited August 2024
Review titled Fernville Surgery
Replied on 29 August 2024
Dear Judith Thank you for taking the time to provide feedback regarding your recent appointments at Fernville. It is lovely to hear that our clinicians are providing a great service to our patients. I will pass your comments on to both the GP and nurse concerned, I am sure it will brighten their day. Kind regards Mandy Curtis Patient Services Manager
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Review titled Physiotherapist
Rated 1 star out of 5
by Mevlut cetinkaya - Posted on 01 August 2024
We arrived before our appointment and someone else took our place in the queue before us and we waited for half an hour and cancelled. The Indian physiotherapist there is very racist.
Visited August 2024
Review titled Fernville Surgery
Replied on 06 August 2024
Dear Mr Cetinkaya Thank you for providing feedback regarding your wife's appointment booked with a physiotherapist. The Physiotherapist is not employed by the practice, we provide a room for him to see patients registered with us in a convenient location. I have reviewed the appointment schedule for that day and can confirm the following: The previous patient was booked for 1.30pm and was called in at 1.38pm. They left the consulting room at 2.20pm. Our records indicate, you were leaving the practice at that time. It is unfortunate that patient needs are varied and clinicians cannot always keep to time. I can confirm that no other patient took your wife's place in the queue. I will write to you separately regarding the other issue you raised. Kind regards Mandy Curtis Patient Services Manager
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Review titled No Appointment
Rated 1 star out of 5
by Elaine - Posted on 29 August 2024
Made a face to face apt had to wait two weeks to be seen. Half hour before apt text rec to cancel. Now have to wait 3 weeks for another apt. Receptionist very cold and did not care very dissatisfied with the whole thing.
Visited August 2024
Review titled Fernville Surgery
Replied on 29 August 2024
Dear Elaine Thank you for providing feedback regarding the late cancellation of your appointment with a GP today. I can certainly understand how frustrating this would have been for you. We were informed that the clinician would not be able to attend surgery due to illness at 7:40am. To ensure that patients did not attend unnecessarily we informed the affected patients at 7:44am and requested that they call us when we opened at 8am to rearrange their appointment. Unfortunately, at the time of your call, the receptionist was unable to offer an acceptable alternative appointment for you. However, upon receiving a cancellation for the same day, we contacted you at 8:52am and you were booked to be seen at 9:40am. I do understand that patients have planned their schedules to attend an appointment, I am sure you will agree that we are unable to anticipate staff illness and would like to assure you that we are doing the best we can with the resources we have available. I hope that the effort of the receptionist to source an appointment 40 minutes after your initial appointment time, helps diminish any inconvenience the cancellation caused. Kind regards Mandy Curtis Patient Services Manager
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Review titled Great Practice
Rated 5 stars out of 5
by Liz Webb - Posted on 01 August 2024
I have been registered with this practice for 6 yrs now. The service I've received on each occasion has been great from the Reception team to the Nurses and GPs. You are always greeted with smile, which makes a massive difference when you are feeling unwell. My most recent visit to the GP was organised through the new triage system which worked incredibly well. I was seen on the day I requested advice on a new issue, along with an appointment the next day with a nurse. Since then I've received updates from the GP on test results and further information regarding next steps. My advice if you are looking for a great practice in Hemel register here.
Visited July 2024
Review titled Fernville Surgery
Replied on 05 August 2024
Dear Liz Thank you so much for providing feedback regarding the services and care you have received from the staff at Fernville. I am very pleased to hear that our online E-consult triage system is also providing a good level of care for your patients. We aim to provide a helpful, caring service to our patients and it lovely to hear that our efforts are succeeding! I will share your comments with the team, I am sure it will brighten their day. Once again thank you for your review. Kind regards Mandy Curtis Patient Services Manager
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Review titled Contradictory website vs emails
Rated 3 stars out of 5
by Anonymous - Posted on 25 July 2024
Website and form states "If you need help with a non-urgent medical or admin request, you can now contact us online." Email received back from admin team stated "We have received your online Emergency consultation which has been viewed by our team. This is an Emergency, on the day appointment system only." How are you contact this surgery? Try to speak to the staff in person and told to do the form, do the form and you are told to speak to staff person. I have been having an ongoing problem since December last year and have been getting the run around on several different issues. Would not recommend this new method in the slightess. Poor service.
Visited July 2024
Review titled Fernville Surgery
Replied on 26 July 2024
Dear Patient Thank you for providing feedback regarding your experience with our online triage service. I am sorry to hear you have had difficulties contacting the surgery, I am sure this has been frustrating for you. We introduced the E-consult service over a year ago and have had positive reviews from patients. My name is Mandy Curtis and I am the Patient Services Manager at Fernville. I would like to look into the problems you have experienced but unfortunately it is difficult without having patient details. If you would like to provide your information I can certainly review the contacts you have had with the team and follow up with you. I am contactable by email on contact.fernville@nhs.net, by phone on 01442 213919 (option 2) or if you prefer, please call into the surgery for a face to face meeting, I am here from 8am to 4pm Monday - Friday. I hope to hear from you soon to help with any difficulties you are experiencing. Kind regards Mandy Curtis Patient Services Manager
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Review titled Impressed
Rated 4 stars out of 5
by Anonymous - Posted on 27 April 2024
I had a medical emergency. Every single member of staff, from the receptionists to the Dr, were brilliant. Helpful and kind, yet professional and informative. I can’t fault my experience.
Visited April 2024
Review titled Fernville Surgery
Replied on 29 April 2024
Dear Patient Thank you very much for taking the time to provide feedback. I am very pleased to hear that we responded to you quickly and efficiently when you experienced your medical emergency at the surgery. We have a very hardworking and caring staff team here at Fernville, I will add your comments to our internal dashboard for all to see. I do hope that your are recovering well from your emergency. Kind regards Mandy Curtis Patient Services Manager
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Review titled Great practice but still some improvements required
Rated 5 stars out of 5
by Anonymous - Posted on 04 January 2024
Repeat prescriptions are a clunky process. Sometimes receptionists take the request other times they don’t. Urgent repeats surely should have an online process rather that either tucking up your phone lines or requiring a visit to the surgery.
Visited January 2024
Review titled Fernville Surgery
Replied on 15 January 2024
Dear Patient Thank you for taking the time to provide feedback. Our practice policy is to process a repeat prescription request wherever possible within 3 working days. This allows the doctor sufficient time to make the necessary patient safety checks, ordinarily this is done by a GP who is familiar with the patient. We do not take medication requests over the phone to avoid errors. Making special arrangements to provide “emergency prescriptions” on the day requested interrupts a doctor’s scheduled work which has a detrimental effect on the service we can provide for other patients. The duty GP is required to assess acutely unwell patients in the surgery and at home and for this reason we suggest that patients be aware at least a week in advance that they will need a new prescription. Patients can order their prescriptions in the following ways: 1. By visiting our website fernvillesurgery.org, entering the “prescriptions and medicines centre” blue box on the home page and clicking on request medication online. 2. Signing up for Patient Access or the NHS app on your mobile device. If you are unsure on how to do so a member of the reception team will be more than happy to help! 3. Dropping or posting your repeat medication slip into the surgery. 4. Asking your pharmacist to assist you with the order. You may find it helpful to know that we have updated our telephone system and have a dedicated prescription enquiry line which is available Monday – Friday from 8:00 am to 4:00 pm. Patients can speak to a member of the team by calling the main switchboard on 01442 213919 and selecting Option 3. I do hope you find the above helpful. Mandy Curtis Patient Services Manager
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Review titled Absolutely there when you need them
Rated 5 stars out of 5
by Anonymous - Posted on 12 January 2024
This is my experience of having two small children - every time we needed to be seen we have been seen exceptionally quickly. They have listened to us, followed up, given great advice. As a patient myself their cancer follow up staff (a low grade cancer I had) were, again, exceptional. I have found them compassionate, thorough and understanding, even when under severe pressure. Very glad I picked this GP!
Visited January 2024
Review titled Fernville Surgery
Replied on 22 January 2024
Dear Patient Thank you for your lovely feedback on your experiences with Fernville. I am very pleased to hear that your contacts and those of your children has been positive. We always aim to provide the best possible service for all patients and I am very pleased to hear that our efforts are succeeding. I have posted your comments for our staff to see, I am sure it will boost their day! Kind regards Mandy Curtis Patient Services Manager