New River Health
St Mary's Courtyard, Church Street, Ware, SG12 9EFContact details and opening times
Patient ratings and reviews
Leave a review
Help others by sharing your thoughts and experiences about New River Health.
Reviews
-
Review titled Terrible service
Rated 1 star out of 5
by Anonymous - Posted on 05 August 2024
You can't get an appointment, despite the fact that everyone I know who was a patient here has now left because of the abysmal care. Asked for a fit note last month, someone called after more than a week, I might as well have been speaking a foreign language because she wasn't listening, I told her I don't want to go to Cygnet House, she tried referring me there, I told her I really need my fit note, she didn't send it. I've asked several times but they usually ignore me completely. Never mind that they "lost" my letter from the hospital after I nearly died and didn't give me the appointment I was meant to get. Honestly worst GP practice I've ever used.
Visited July 2024
Review titled New River Health
Replied on 06 August 2024
Dear Patient We are sorry to hear that your experience of our surgery has not been a good one, as we always want to provide the best possible service to our registered practice population. However, anonymous feedback is difficult to investigate without full details and we are unable to discuss personal complaints via this platform. Please could you contact the surgery direct so we can look into the issues you have raised, identify what went wrong and address any learning points that come out of our investigation. Kind regards NRH Practice Management Team
-
Review titled Grateful Thanks to you all
Rated 5 stars out of 5
by Elizabeth Gregg-Smith - Posted on 05 June 2024
As my mother's daughter and registered carer I just wanted to thank you all for seeing my mother today after her fall. You were so helpful and you reassured us both. My particular thanks to the GP and Practice Nurse for looking after Mum and dressing the leg wound she sustained following her fall. You are truly an example of why our NHS is so precious and must be protected. Thank you.
Visited June 2024
Review titled New River Health
Replied on 05 June 2024
Many thanks for your kind words. I will make sure that all the practice and especially the nurses get your feedback
-
Review titled Dont use this GP no Appt and ignored
Rated 1 star out of 5
by Julie - Posted on 11 June 2024
Have been trying to get an appointment for over a week, and repeat medications requests for over two weeks . Just being ignored by this GP surgery. Have tried to obtain an appointment again today, to get a message no appointments available , so try to book future appointment on system online go up to the 27/6 and nothing wont allow to go further than that. \i have been with this surgery for over 30 years, have'nt needed an appointment for over 8 years, they get paid for me to be a patient on their books but cant get an appointment. I am currently in a lot of pain with long term condition which could be helped with the meds requested two weeks ago. My daughter felt ill 3 weeks ago called 111 who told her the GP should call her in 2 hours, she got no call and ended up in A & E with kidney infection. What has happened to this surgery? it used to be so good.
Visited June 2024
Review titled New River Health
Replied on 11 June 2024
Dear Julie Apologies as I dont not have a surname or any further details to look into this more in depth. I would appreciate if you could email me on newriverhealth@nhs.net and I will answer more thoroughly. For the purposes of NHS choices I will only answer the complaints that I can: we only put appointments on up to a month in advance. I would like to look into why we have not contacted you about your medication and also find out more detail regarding your daughter's kidney infection. Look forward to hearing from you
-
Review titled Great GP
Rated 4 stars out of 5
by Non - Posted on 18 June 2024
We recently have been seen by a female doctor for mental health issues, which often is a challenge. She has taken on my daughter after a long health issue and has acted in such a supportive, patient centred and caring way. She has made appointments and follow ups very accessible, whilst ensuring all information is received, understood and agreed, fantastic doctor! Would highly recommend
Visited May 2024
Review titled New River Health
Replied on 06 August 2024
Dear Patient It is always nice to receive positive feedback. If you would like to provide further details so that we can pass your thanks onto the GP concerned, please contact the our surgery direct. Thank you The Practice Management Team
-
Review titled Very very poor
Rated 1 star out of 5
by Anonymous - Posted on 14 May 2024
After living in London for 9 years and having brilliant GP care, contact and repsonse times during my first pregnancy I am so disappointed and frustrated by how poor the systems and communication are in Church st. The health professional care itself is brilliant but everything else is terrible. Now in my second pregnancy, I rely on specific medication which was not put on repeat prescription and now I have been without it (and sleep) for the past 5 days. I have filled in e-consult, app request, dropped a note at the surgery, waiting on the phone for 40minutes, called local pharmacy and still don’t have my prescription. My next step is urgent care which doesn’t sit well with me knowing I am taking up more NHS resources then I need too. As an NHS health care professional I completely understand the restrictions but I have never experienced such poorly coordinated care at point of entry than I have at Church St. All I need is a quick 2minute telephone consult and a repeat prescription that I’ve used for 9months in previous pregnancy and have taken for first trimester of this one already. My advise is to avoid this place. I will be switching over to a different surgery now to ensure I get the right care during pregnancy.
Visited May 2024
Review titled New River Health
Replied on 15 May 2024
I am so sorry to hear that you have had this experience with the surgery. I would be more than happy to look into the issues that you state if you can give your details to reception. We certainly do not expect our patients to find ordering repeat medication a time consuming problem and having the ability to look at what we have done wrong can help us streamline our services. I would appreciate if you could do this and I can then can back to you on a personal level.
-
Review titled Never Answer the Phone
Rated 2 stars out of 5
by Karen Kingston - Posted on 05 April 2024
For the last month I have had to physically go into the surgery to make appointments as I spend my life on hold. I have been on hold today for an hour only to get to my turn and be hung up on. It’s really appalling customer service. I went back in the queue but haven’t moved for 30 minutes. When you eventually see one of the medical team they are excellent but I shouldn’t have to physically go into the surgery just to make an appointment.
Visited April 2024
Review titled New River Health
Replied on 09 April 2024
Dear Mrs Kingston I am sorry to hear that you have had a bad experience with New River Health and your annoyance with the delay in phone answering. During March we had just over 10,000 phone calls and our average wait time is just under 15 minutes. However I do appreciate that at certain times of the day and week this will probably be a lot longer. We do have a call back facility on our phones at busy times to save patients hanging on. We are also encouraging patients to use our E consult system to contact the GP for routine or urgent appointments. Again this saves time waiting on the phone and surgery usually get back to you within a couple of hours of receipt letting you know the outcome of our triage. I am pleased to hear that when you do get through the door that your feedback on our medical team is an exemplary one.
-
Review titled Treatment of Elderly Patients
Rated 1 star out of 5
by Anonymous - Posted on 23 April 2024
My father has Dementia and is unable to travel to the surgery. on the 13th March my Mum who is my dad's carer tried to get someone out to see him as he was very wheezy. She was told by the receptionist that the doctor would ring them first. The call never came and it took 3 further days before they got a phone call and even then no one came out to see him they simply prescribed inhalers. I would not recommend this practise even to my worst enemy. No sympathy or empathy for their elderly patients at all.
Visited March 2024
Review titled New River Health
Replied on 23 April 2024
I am so sorry to hear that you have had this experience at the surgery. I would appreciate it if you could contact me directly with your details, as I would like to take a look further into this and explore what happened. Please contact the surgery and say the Practice Manager as asked for your parents details. Thank you
-
Review titled False advice
Rated 2 stars out of 5
by Yaprak Akbulut - Posted on 29 March 2024
I have just moved to Hertford and registered with this gp. I found out that I am pregnant and called them to ask if I should see a doctor or gp. I was told by the receptionist that I don't need any appointments with them. I should find a maternity ward of my preference and that my first scan would be at 16 weeks! After doing some research It clearly states on the NHS website that “see a midwife or gp as soon as you find out you are pregnant”, this is so they can book your pregnancy care and make sure you get all the information you need to have a healthy pregnancy.” Also says, “your first appointment with a midwife should happen before your 10 weeks pregnant.” So much for terrible and misleading information all in my first experience with the surgery.
Visited March 2024
Review titled New River Health
Replied on 03 April 2024
Dear Mrs Akbulut I am sorry to hear that you have not had a great experience at New River Health. I have listened to the call you made into the surgery and the receptionist to an extent was right in what she informed you. You do not need to see a GP when you find out you are pregnant. You complete a referral form - usually called an early bird referral form once you have decided which hospital you would like your maternity care to be at. Once this is completed the hospital arrange an appointment for you to attend there to have tests and to normally see the hospital midwife around 10 weeks. You then have your first appointment with the community midwife attached to the surgery at 16 weeks and thereafter continuing see them until birth. I can see that this was not clearly explained to patients on our website and your complaint has given me a chance to address this to make it more clearer for first time mums. Please accept my congratulations on your pregnancy. Sorry this wasnt explained in more detail when you contacted us. If you wish to discuss further please do not hesitate to contact me. Karen Cassell - Practice Manager
-
Review titled Really good practice
Rated 5 stars out of 5
by Anonymous - Posted on 09 February 2024
I manly visit the nurses for any of my treatments but overall I never have a problem getting an appointment, reception is helpful..nurses amazing. Econsult works great also. I was worried when I had to change docs when we moved but I didn’t need to.
Visited February 2024
Review titled New River Health
Replied on 17 February 2024
Many thanks for your positive comments. I will pass this back to the nurses and the staff who always work hard to provide great service to our patients. Great also to hear your comments regarding our E consult service,
-
Review titled Doesn't care
Rated 2 stars out of 5
by Lucy King - Posted on 18 January 2024
Had phone appointment with Dr and was given a prescription for pain relief which was needed urgently. Prescription not given until the next day. Had no sleep due to bad pain. It feels like they just don't really care.
Visited January 2024
Review titled New River Health
Replied on 22 January 2024
HI Lucy I am sorry to hear about your experience in receiving pain relief care. I have looked into your records and can see that you had a discussion with one of our remote Advanced Care Practitioners. We will not be using this clinician from the beginning of February for various reasons, but the main one was that they had issues with prescribing and had to send to one of our GPs for signature, hence why there was a delay in her medication being dispensed. This will not happen again and am sorry you had to wait this length of time in pain.