Lea Wharf Medical
17 Bircherley Green, Hertford, SG14 1BNContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Very pleased with the practice
Rated 5 stars out of 5
by Anonymous - Posted on 19 March 2024
The follow up telephone appointments to discuss my echocardiogram results were thorough and helpful. At the first one,the GP explained the findings, answered my questions and discussed a treatment programme. Everything was made clear to me and I felt reassured. I had another one , two weeks later to check how things were going. Recommendations for further modification of my treatment was discussed and agreed, and I will have another follow up appointment in two weeks' time.
Visited March 2024
Review titled Lea Wharf Medical
Replied on 09 April 2024
Thank you very much for the feedback and your very clear summary of the experience you had. I hope that your next review is also valuable and wish you well with the plan. I will pass the feedback to the GP team as they will be very proud to learn the service was well received.
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Review titled disappointed
Rated 3 stars out of 5
by Anonymous - Posted on 28 March 2024
i’m just baffled. i have been in excruciating pain for the past week with same thing happening to me in january and going to a&e several times. i cant walk properly, i cant work, so i made an appointment hoping for someone to finally listen to me. i go in and was pretty much ignored by the receptionist so did the self check-in. then proceeded to wait in the waiting area. my appointment was at 10:50 so arrived at 10:40, only to be seen at 12:15! i explained everything to the nurse practitioner with no real outcome. been ordered for more blood tests which i feel are pointless at this point since i’ve had them done and were clear, and told to stop taking the codeine i was prescribed and replace with paracetamol and ibuprofen (which don’t help at all because this severe pain). i’m constantly going back to square one with no one listening even though i’m screaming in pain every few hours.
Visited March 2024
Review titled Lea Wharf Medical
Replied on 18 April 2024
This sounds like a very upsetting experience for you. I am sorry that you were not happy to check your self in, please do feel free to talk to receptionist on arrival. The check in screens are for the convenience of patients who may wish to check in if reception is busy and avoid delays but you can of course wait and speak to some one if you prefer. it sounds like your symptoms remain of concerns to you so i suggest you arrange an appointments to discuss with one of the team , if you complete an e consult or call the practice a care navigator will be happy to help try and get you to the right team member. Please do speak to one of our patients services manager if you would like us to explore the specifics of the care in greater detail with you. It sounds like you also had a long wait for an appointment. I have audited our recent clinics and can not find a recorded wait time of over 30 minutes in weeks prior to your review so please do reach out and talk to us if you would like us to investigate this. I am sorry you were kept waiting and would be keen to understand this in greater detail so I can help and learn from this.
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Review titled New Lea Wharf medical practice
Rated 4 stars out of 5
by Anonymous - Posted on 19 March 2024
Following a telephone call back, I was offered a face to face appointment the same day. Very efficient service with follow-ups for bloods etc. The new premises are much nicer and easier to get to.
Visited March 2024
Review titled Lea Wharf Medical
Replied on 18 April 2024
I am delighted to hear of such quick and efficient service. Thank you very much for sharing your experience. I agree with you that the new practice is a much nicer brighter environment and easy to access from the bus stop or local car parks.
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Review titled Good practice
Rated 4 stars out of 5
by Alan - Posted on 22 March 2024
Desk staff, very helpful and polite. All on ground floor, very helpful. Doctor was very polite, and followed up my enquiry quickly. In the waiting room, it would help to have an additional monitor fitted on another wall, as the one existing is behind those sitting against the wall. Not the surgery’s issue, but one patient today was elderly, and not able to walk easily, was really struggling having parked on the 4th floor of the car park, and neither lift was working. That needs chasing up for the surgery’s sake.
Visited March 2024
Review titled Lea Wharf Medical
Replied on 25 March 2024
Thank you for your kind feedback Alan. We have ordered a second call screen for the main waiting area. It is due in the next 21 days. That is very helpful feedback , Thank you. we are keen to listen and improve. We have also organised to meet with the management company who are responsible for the upkeep and maintenance of the lift and stairwell. I am meeting with them to share our concerns about the lift and to ask for there help to find a way to ensure these are always in good working order. I agree this is very important for our patients access the new location. It is wonderful to hear that the reception team were polite and helpful. I will be sure to share your feedback as this will be very well received.
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Review titled Great gp's but always late
Rated 3 stars out of 5
by Louis Hare - Posted on 19 March 2024
The gp I saw was very professional and polite. My appointment was at 10.35 and I wasn't seen until 11.10. Whilst waiting I watched the screen in the surgery that shows statistics on appointment attendance, appointments created and more but found myself frustrated watching it as the majority of statistics centred around what patients were doing to slow things down and not on statistics on how the surgery could improve. I know gp's and NHS staff work really hard. My appointments are always late, this for me needs to be looked at to either space them out more or give them more support to stay on time.
Visited March 2024
Review titled Lea Wharf Medical
Replied on 02 September 2024
Thank you Louis, I am sorry to hear your appointment ran late. It is such a tricky balance. we do recognise how very frustrating it can be when we run later for appointments. if we were to increase the length of all out GP appointments then we would deliver far fewer appointments each day and thus the wait time for an appointment would be considerably longer. Usually the 15 minutes we allocate is sufficient howevere the Gps like to allow more time if they are dealing with some one who needs additional input. This can mean your appointment may be delayed on the day but you do get seen. I appreciate it may feel like we should just allocate more time to each appointment but this would have a huge negative impact on how many appointments would be available daily. It is a very difficult balance as we know that demand for appointments is rising out of proportion to NHS resource and GP numbers. We do appreciate your understanding when we run late and offer you a sincere apology that this has impacted on your day.
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Review titled Really Friendly GP
Rated 5 stars out of 5
by Anonymous - Posted on 20 February 2024
I saw my new gp today and the doctor was extremely welcoming and friendly and listened to what I had to say. I hope I see that particular doctor again.
Visited February 2024
Review titled Lea Wharf Medical
Replied on 21 February 2024
Thank you very much, I will ensure the GP team receive the feedback. Our team take great pride in offering care to patients so I know this will be gratefully received.
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Review titled Horrendous experience
Rated 1 star out of 5
by Anonymous - Posted on 19 February 2024
ick to find the cause the doctor I was seeing made me dress and undress my child 4 times because she kept forgetting to check certain things ( that proceeded to stress my daughter out more) she then was telling me how my child is more sleepy than usual like she knows my child when she doesn’t and we have never seen her as a doctor before , everything I said she asked me the opposite. she then come to the conclusion she has no idea so just asked me what’s my gut thinking , then she sent off the prescription and only sent one out off the 2 so I had to go back again to ask her to print the prescription off instead off sending it over and she then couldn’t print that off the receptionist who was lovely had to do it , overall it made my whole experience horrible as I suffer with anxiety so she made me feel very uncomfortable and like I’m a horrible mother when in fact I know I’m not but just the overall appointment was horrific how I was treated as I know it because I’m a young mother because I made my mum speak on the phone first and she was completely different with my mum talking which is horrendous.
Visited February 2024
Review titled Lea Wharf Medical
Replied on 28 February 2024
This sounds like a disastrous and eventful experience for you. I am very sorry you have been so upset by this visit. I would be extremely keen to explore this with you further so please reach out to the team in the next few days so we can gain a full understanding of your experience. The team have ben deeply saddened to read of this experience but we are not able to identify you from our recent clinics list so would very much like it if you could phone in and speak to a team leader. Todays phone wait times have been minimal and the call back service is working well with minimal wait times so we could contact you quickly of you call in later this afternoon for us to offer you input and support. I look forward to hearing from you. Please ask for a team leader and we will investigate in full with you.
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Review titled Great new practice
Rated 5 stars out of 5
by Guy Thomas - Posted on 01 March 2024
Very efficient and helpful staff on reception desk. The nurse who saw me gave me some daily blood pressure checks to undertake and that she would call me in a couple of weeks time.
Visited February 2024
Review titled Lea Wharf Medical
Replied on 04 March 2024
Thank you for your feedback Mr Thomas. I will be sure to share with the nursing team who will be very proud to know you found your appointment useful and that the reception team were helpful and efficient. Your words will motivate the team and be very well received.
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Review titled Be great if we could get an appointment
Rated 2 stars out of 5
by Anonymous - Posted on 19 February 2024
You are told to fill out an E-consult online to get anywhere (including under 2 year olds) of which it’s not available after normal working hours. Once you have completed this you don’t hear anything for a couple of days, if you miss your callback the only way to phone back is to join the queue which is never below 30 or so people, meaning your on hold for roughly an hour which isn’t feasible when you work full time (that’s without them hanging up on you first). There needs to be an easier more streamlined system to book an appointment.
Visited February 2024
Review titled Lea Wharf Medical
Replied on 21 February 2024
Good afternoon, We would love to talk to you and work through your experience. our relocation has been impacting on some of the wait times on phone calls so I am truly sorry if this has been inconvenient for you. we closed Wallace house at 6 pm on Friday 16th of February and reopened services at Lea wharf at 8 am on Monday 19th February working across the weekend to ready the new site for patients. we did keep all our services running as usual across the relocation and apologise if we were slower to respond than usual. please do get in touch if you need anything. the call back service is working and you will get a return call if you request one today.
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Review titled New premises offer a more pleasant experience
Rated 4 stars out of 5
by Raymond Jackson - Posted on 18 March 2024
As you enter the new premises, which are light and airy, you are greeted by the receptionist with a warm welcome and invited to take a seat in the new, comfortable waiting area. One big plus for me was that I was able to park my mobility scoter in the reception area. The practice still has a problem with the telephone too often ringing thr "busy" tone and almost impossible to speak to anyone,
Visited February 2024
Review titled Lea Wharf Medical
Replied on 19 March 2024
Thank you for sharing your experience at the new site. I am very grateful for your time to let us know how you got on when you came to visit us. I am particularly pleased to note that you were able to navigate throughout the practice on your mobility scooter. I am sorry That you have experienced a busy tone - someone will be in touch to explore this as our phone lines usually place you in a queue or offer you a call back facility. A team leader will be in touch with you in the next few days to understand your experience.