Herne Hill Group Practice
74 Herne Hill, Herne Hill, London, Greater London, SE24 9QPContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Informative
Rated 5 stars out of 5
by Trevor Austin - Posted on 04 November 2024
A very helpful discussion with GP today despite me being overbearing and talking too much. Sorry! Thanks for your patience and support
Visited November 2024
Review titled Herne Hill Group Practice
Replied on 04 November 2024
Dear Trevor Austin, Thank you very much for taking the time to share your positive feedback with us. We truly appreciate your kind words and are delighted to hear about your experience at our practice. It is always rewarding for our team to know that our efforts to provide high-quality care are recognized and valued by our patients. Thank you. Yours sincerely, Services Manager
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Review titled No callback
Rated 1 star out of 5
by Anonymous - Posted on 24 September 2024
Was trying to book an appointment. Was told that I'll get a callback in 2 days. Doctor called after the designated time and hung up before I could pick up the phone. Called the receptionist who promised that I'll get a call the same day. It's been 4 days already and no phone call. How am I supposed to get treated if my GP doesn't bother calling me and provides me false information. Disgraceful service.
Visited September 2024
Review titled Herne Hill Group Practice
Replied on 24 September 2024
Dear Patient, Thank you for sharing your feedback with us, and we sincerely apologize for any inconvenience you have experienced. While we aim to provide an estimated time for phone consultations, due to the nature of our work and unexpected emergencies, doctors are sometimes unable to adhere strictly to the planned schedule. We generally advise that the call may occur within an hour of the booked slot (30 minutes before or after). Additionally, it is our policy for the clinician to make a second attempt if the first call is missed. We would appreciate it if you could kindly reach out to us directly at 0207 274 3314 or via email at selicb.hernehillgp@nhs.net so that we can investigate this matter further and arrange for your appointment to be rebooked as a priority. Once again, we apologize for any inconvenience caused and thank you for your understanding. Yours sincerely, Angelika Slon Services Manager
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Review titled cannot seem to get there act together
Rated 2 stars out of 5
by Anonymous - Posted on 21 November 2023
i rang the surgery this morning to ask for a home visit but was told i would receive a telephone call from a doctor this changed to another doctor when i rang the surgery i told them my problem but was then told i would receive a call from the on call doctor but not till 16.30 that afternoon i find this very bad considering the number of doctors they have this not the first time this has happened and i feel very upset by this.i would like to know why this keeps happening.
Visited November 2023
Review titled Herne Hill Group Practice
Replied on 25 January 2024
Dear Patient, Thank you for taking the time to visit me at the surgery to discuss your concerns. I was pleased that we could clarify any misunderstandings and explain that the timing seen on your online access was not a real indication of the time the duty doctor was going to call you. I hope that you found our meeting helpful. I am happy to assist you with any further queries in the future. Kind regards, Angelika Slon Services Manager
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Review titled appointments
Rated 2 stars out of 5
by Anonymous - Posted on 31 May 2023
i rang at 0800 this morning to be told to press option 1 if you required a call back this did not happen this is not the first time this has happened then to be told you get a call back from a doctor between the time you called to 12md this is terrible the last time i called the surgery there was so much laughing i had to ask the receptionist to speak up because i could not here them its no wonder you cannot get thought
Visited May 2023
Review titled Herne Hill Group Practice
Replied on 25 January 2024
Dear Patient, We appreciate your feedback and would like to extend our sincere apologies for the delayed response, as it appears that your previous message may not have been published. We regret any inconvenience you may have experienced during your call. Your concerns have been promptly communicated to the reception supervisor to address and monitor noise levels, ensuring a more appropriate environment for our patients. Additionally, we are actively enhancing our appointment system to alleviate the need for early-morning calls, with the aim of providing a more efficient and user-friendly experience. Moreover, we are increasing the availability of online appointment options to reduce congestion on our main telephone line. Thank you for bringing these matters to our attention. We are committed to continuous improvement and value your input as we strive to enhance our services. Kind regards, Angelika Slon Services Manager
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Review titled appointments
Rated 3 stars out of 5
by Anonymous - Posted on 31 May 2023
i rang the surgery today to be told if i required a call back to press option 1 again i did not get the call back i had to ring again to be told that if i wanted to speak to a doctor it would be between the time i rang to 12 midday. this terrible the last time a few months back there was so much laughing i could not even hear the receptionist i had tgo keep asking him to repeat what he was saying tghis terrible
Visited May 2023
Review titled Herne Hill Group Practice
Replied on 25 January 2024
Dear Patient, Thank you for taking the time to share your feedback. I extend my apologies for the delayed response, as it appears that my previous message did not get published on the website. I have personally communicated your concerns to the Reception Supervisor, emphasizing the importance of maintaining a minimum noise level in the reception area to ensure clear communication with patients over the phone. I regret any inconvenience caused by the lack of an automated call back, which should have happened. We can only investigate these matters with our telephony provider if we are aware of the date the call happened and the phone number of the caller. Additionally, we have implemented changes to our appointment system to enhance the overall patient experience. There is also an ongoing effort to increase the availability of appointments that can be conveniently booked online. Should you have any further matters to discuss, please feel free to reach out to me directly via email at selicb.hernehillgp@nhs.net. I am more than happy to assist with any concerns you may have. Thank you for your understanding and cooperation. Kind regards, Angelika Slon Services Manager
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Review titled Not Great
Rated 3 stars out of 5
by Anonymous - Posted on 13 April 2023
Called at 8 was no.9 in the queue, got cut off, called back number 24. was told a couple weeks when when i tried to book an appointment with the receptionist, they do not book appointments in advance, What do i do now?
Visited April 2023
Review titled Herne Hill Group Practice
Replied on 25 January 2024
Dear Patient, I apologize for the delayed response, as it appears that my previous reply did not get published in a timely manner. I also extend my sincere apologies for any inconvenience you faced, particularly the issue of being cut off and difficulty in obtaining a suitable appointment. To address this concern, we have recently upgraded our appointment system. We now provide a more extensive range of pre-bookable appointments, allowing scheduling up to two weeks in advance. Additionally, we have access to additional HUB appointments in the evenings and weekends to further accommodate our patient needs. Should you have any further inquiries or require assistance, please feel free to email me directly at selicb.hernehillgp@nhs.net. Thank you for your understanding. Kind regards, Angelika Slon Services Manager
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Review titled Thank you
Rated 5 stars out of 5
by Anonymous - Posted on 04 May 2023
Thank you your efficient management of my thyroid and HRT prescriptions. When I had a query last month I submitted my question on e consult. I was then phoned in the time frame given to me the next day by a helpful GP who arranged up to date tests. I was then texted the next week when the results came through with advice. I have always found the medical care provided by this surgery to be of a high standard. I have used econsult to access the surgery which is slightly frustrating to navigate at times but you get there in the end!
Visited April 2023
Review titled Herne Hill Group Practice
Replied on 22 May 2023
Dear Patient, Thank you for leaving us your kind feedback. We are very pleased to hear that you consider the care we provide to be of a high standard. The E-consultation is a software managed by an external provider. We cannot make any amendments to it ourselves however, they periodically update it to improve the user's experience. Thank you again for sharing your positive feedback with us. Kind regards, Services Manager
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Review titled not a nice surgery
Rated 2 stars out of 5
by Anonymous - Posted on 20 March 2023
i would like to ask you a question when you ring before 8 am in the morning you are told the surgery is closed so when you open at 8 am how can there be 54 patients already on the line i find that very strange are you making these patients up. i look forward to your response
Visited March 2023
Review titled Herne Hill Group Practice
Replied on 22 May 2023
Dear Patient, Thank you for your comment. Kindly, please note that our Practice has a registered list size of 15 500 patients. It is very normal for us to receive between 50-100 calls at 8am. I am sorry that you think we would make these numbers up. Kindly, please note that the telephony system automatically counts the number of callers and it is not something we can interfere with. Thank you. Kind regards, Services Manager
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Review titled Doing an amazing job
by indigohd73 - Posted on 09 February 2023
I’ve only had good experiences with Herne Hill Group Practice in the 13 or so years I’ve been with them. I’ve had no problem getting appointments quickly - the phone triage appointment is fine for most issues, but if a follow-up face-to-face is necessary, it happens really quickly. I’ve always found the care to be thorough and compassionate. At a time when GP surgeries are under huge pressure, HHGP are doing an amazing job and I hope they can continue to weather the storm the NHS is facing at the moment and keep providing this level of service.
Visited February 2023
Provided by Care opinion
Review titled Herne Hill Group Practice
Replied on 22 May 2023
Dear Patient, Thank you so much for this lovely review. We are very pleased to hear that you have only had good experiences with our service. We appreciate you sharing it in this forum. Kind regards, Services Manager
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Review titled worst practice
Rated 2 stars out of 5
by Anonymous - Posted on 13 March 2023
i rang the practice at 8am this morning but the message said that due to high volume if i pressed option 1 i would receive a call back this did not happen i eventually rang back at 0945 and was told a doctor would call me back however i found out this was not going to be until between 16.30 and 18,30. i was not even given a reason why i did not receive the call back
Visited February 2023
Review titled Herne Hill Group Practice
Replied on 22 May 2023
Dear Patient, Thank you for your comment. I am really sorry if you have not received a call back after pressing an option 1. All our calls are recorded so instances like that can be looked into on the day to find out what has happened. I am not sure if you have explicitly asked a team member for this to be checked and fedback to you. I apologize if there was any miscommunication on our end. On few occasions when investigating similar matters I have noticed that the call backs were going straight to a voicemail and patients have never even seen a missed call on their phone as a result. Once again, apologies for your experience and I am pleased to know that a same day telephone appointment was still offered. Thank you. Kind regards, Services Manager