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 Great Doctor
Rated 3 stars out of 5
by Susan Rider - Posted on 22 August 2023
Everything was fully explained and the Doctor listened to me and referred to my medical notes, she was very helpful. I am very pleased with the result of the appointment.
Visited August 2023
Review titled Lea Wharf Medical
Replied on 23 August 2023
Thank- you very much for taking time to let us know about your experience. I am pleased that you had a positive consultation. i will ensure your feedback is shared to the team who you had contact with as it will be very well received. Thanks again for sharing.
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Review titled Very efficient doctor
Rated 4 stars out of 5
by Gill Proctor - Posted on 23 August 2023
Felt that seeing a doctor one to one helped with the symptoms and I felt happy with the outcome. I didn’t feel I was being rushed through and felt that she dealt with all the issues and anxieties that I had.
Visited August 2023
Review titled Lea Wharf Medical
Replied on 06 September 2023
Thank you very much for your review Ms Proctor. I am glad the Dr you saw was able to give you the time and attention you needed and a consultation that matched your preference to be seen face to face. We recognise that different consultation styles have value to different patients hence our team ask question to try and match your needs and preferences with our team and availability. It seems like we got this right for you on this occasion. Again many thanks for sharing your kind words with the team.
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Review titled Poor service
Rated 1 star out of 5
by Anonymous - Posted on 09 August 2023
Did econsult as needed to see Doctor rather than keep having a phone consult & being fobbed off & not resolving the medical issue. Doctor called in the morning & told me to attend surgery at a stated time that day. No text came through, so attended surgery at time stated only for receptionist to say I didn’t have appointment & didn’t believe me when I said I did. After sitting and waiting for ages I was eventually sent to another practice who were very helpful & informative unlike my surgery. Can never get through on phone and if attend in person have to queue for ages too.
Visited August 2023
Review titled Lea Wharf Medical
Replied on 14 August 2023
Good Morning, I am very sorry to read of the miscommunication. Although it is difficult to investigate in full without your details it seems like there has been a miscommunication and you may have attended the wrong site for your appointment. I am pleased to learn the Dr contacted you the same day of your request and organised a face to face appointment for you. From your description it sounds like you were redirected to the correct site for the appointment and seen on the same day. While relieved that you have still got same day care i understand this must have been frustrating. if you get in contact with one of our team leaders to identify your self we can do a full audit of calls to understand where any miscommunication lies and help improve services for the future. please do let us know your specific details by contacting the team direct and we will be ready to review this with you. Many thanks for your feedback and looking forward to hearing from you.
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Review titled Very dirty
Rated 2 stars out of 5
by Gemma Hussey - Posted on 24 August 2023
The waiting room is filthy - enough to make anyone feel unwell in itself! The entire surgery needs a lick of paint- let alone more staff to cover phone lines. It took me 45mins this morning to get an appointment when I started as number 7 in the Que! Not great service or practice!
Visited August 2023
Review titled Lea Wharf Medical
Replied on 06 September 2023
Good Afternoon Gemma, Thanks for your review. I appreciate that the waiting rooms can seem a little tired but would like to reassure you they are cleaned every night. I am pleased to let you know that we will be moving to our new build site at Lea Wharf in December. Over the last few years while NHS funding has been tight we have chosen to invest all available resource in clinical time and expertise rather than in decorating the building as we knew a move date was pending. It is always a tricky decision but we hope the extra staff and appointments have been valued and that the move to the new site will facilitate a fresh and appropriate environment. I am pleased to learn you were seen on the same day you made contact. Thank for holding on the phone. if this is inconvenient then why not try the ring back service next time. This would save you from sitting on hold and allow you to continue with your day.
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Review titled Impossible to make contact
Rated 2 stars out of 5
by Anonymous - Posted on 29 July 2023
I need to get an extra packet of my prescription. You Have to phone between 8 to 12. or between 2 and 5. They do Not answer the phone outside these times. You cannot Email. You cannot use the econsult system outside of practice opening times. eg Monday to Friday 9 to 5. You also cannot use the econsult system to request prescription alterations. If I have the option to phone them during the day, whilst at Work, if your lucky they will answer in an hour or so. System designed for people Not working. No ability to contact outside of working hours. Service? This practice has shown me over several years that the management do not invest in service. They are fairly good at saying the right things, but terrible at following up. (I must note that the staff, if you ever manage to get to one are great, but the practise management and resourcing are awful).
Visited July 2023
Review titled Lea Wharf Medical
Replied on 31 July 2023
Good afternoon, I am very sorry that you have experienced difficulty in contacting us. We tend to take an average of 800 phone calls a week and about 700 e-consults. The phone lines are open from 8 am until 12.30 and then from 2 pm - 6.30 pm. E consults can be submitted between 8 am and 4.30pm daily and our doors are opne to speak to a care navigator from 8 am until 6pm each week day. we do not process e consults outside the opening hours as we do not want urgent matters to be delayed if they were to be submitted when we are not available to view them. during this period of time 111 services are available. we are always keen to gather the view of our patients and i am sorry that you have not yet found a convenient way to make contact. if you struggle to hold to talk to one of the team please try the ring back service as this allows you the flexibility to be called back automatically when you reach the front of the phone queue thus no need to sit on hold. Please do get in touch so we can understand more about how we can help.
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Review titled Damaging to health
Rated 1 star out of 5
by Anonymous - Posted on 13 July 2023
I have attempted to contact a doctor a number of times and have always been pushed to online consult. Never have a doctor called me and I have been palmed off on clinicians who are not doctors and not competent in diagnosing or treating my health condition. When I ask to speak with a doctor I get told I’m wasting their time. and even if I want to leave the practice I no longer can just swap to another practice because I’m not satisfied with service.
Visited July 2023
Review titled Lea Wharf Medical
Replied on 24 July 2023
Good afternoon, I am worried to learn you have not had a response to your e -consult. please could you get in touch with the team direct on 01992550541 so that we can fully investigate this experience and check the safety of the service. Please call and speak to the complaint officer of one of our Patients Service Managers. They would like to gather data about any missing e consultations so we can understand if there is any risk of patient communication being missed as we would wish to rectify this and we need to collect information to fully audit this. We would be very keen to here from you so this important work can be done. We received approximately 100 e-consultation's each day and from our data the majority of these are dealt with within 48 hours as per the quoted expectation. It is helpful for us to investigate an specifics to ensure the system is working safely as intended. I am also concerned that you may still have unaddressed health needs, if you contact the team we can complete an e-lite for you or direct you to a valuable service as appropriate. Please do call and speak to a Patient Services Manager 01992550541. Thank you for your feedback and we look forward to hearing from you direct.
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Review titled Five star service
Rated 5 stars out of 5
by Anonymous - Posted on 28 July 2023
Fully expected to wait over a month for my issues to be resolved… to my surprise I was fortunate to have all issues resolved in one day … So Greatfull
Visited July 2023
Review titled Lea Wharf Medical
Replied on 14 August 2023
I am very pleased we were able to exceed your expectations when you made contact. Thank you very much for sharing the experience. The team are always very pleased when things work well to provide patients with a great experience.
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Review titled Excellent service
Rated 5 stars out of 5
by Brigitte Houghton - Posted on 25 July 2023
In the past months I have noticed a marked improvement in the service Wallace House Surgery have been giving. Would highly recommend them.
Visited July 2023
Review titled Lea Wharf Medical
Replied on 31 July 2023
Thank you very much Brigitte. the team will be thrilled with your feedback. We very much appreciate the time you take to let us know that things have gone well for you.
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Review titled Very thorough examination
Rated 5 stars out of 5
by James Ruffle - Posted on 26 July 2023
This is my first time with Wallace house, I have long covid and was misdiagnosed last year with lung and chest problems. After nearly 18 months of waiting for some further examinations, the doctor was very thorough, has prescribed me beta blockers for my heart, he has also ordered a full set of bloods and an ECG this level of treatment I have been chasing with an old surgery for over a year.
Visited July 2023
Review titled Lea Wharf Medical
Replied on 31 July 2023
Thank you very much for your kind Feedback Mr Ruffle. I am delighted to learn that our services have been valuable to you.
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Review titled Really difficult to deal with...
Rated 1 star out of 5
by Anonymous - Posted on 05 July 2023
Incredibly difficult to get in contact with. Sat on the phone for an hour waiting to talk to reception, they hung up on me. Can't submit an econsult within office hours (as surgery is 'not accepting econsult right now'), despite saying that this should be possible all over the website. Even getting a simple message to reception is seemingly impossible. I don't know why they make it so hard for patients to access their services?
Visited July 2023
Review titled Lea Wharf Medical
Replied on 31 July 2023
Good afternoon, it seems you have had considerable difficulty in contacting us. the e- consult service is closed when the practice is closed to ensure tat matters of urgency are not left awaiting contact while we are not able to attend to them. This decision was made following an learning event that review that highlighted to us that there may be potential risk of a patient failing to make contact with appropriate services if they believe a response is forthcoming. It is not policy to end calls to reception and i am sorry to learn that you experienced this. To help us investigate this please do call and speak to a team leader so this can be fully investigated and audited , this way we can understand if a technical or human error and address this appropriately. We need your help to track this call to complete this investigation. the phone system is fully auditable so we will be able to do this once you provide us with some minimal details. please call or submit an e-consult to allow us to do this.