Park Lane Surgery
8 Park Lane, Broxbourne, Hertfordshire, EN10 7NQContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Excellent practice
Rated 5 stars out of 5
by Malcolm Draper - Posted on 04 October 2024
Recently I visited the practice and met an HCA Nurse who was extremely helpful in answering my questions she was also very kind and polite and efficient Many thanks.
Visited September 2024
Review titled Park Lane Surgery
Replied on 09 October 2024
Dear Mr Draper Thank you for your positive review. I agree, Amanda our HCA is very kind and polite, and I am glad you found her extremely helpful. I have passed on your compliment to Amanda. Staff really appreciate positive feedback. With kindest regards Helen Conaghan Practice Manager
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Review titled 50+ years without ever a complaint
Rated 5 stars out of 5
by Elizabeth Brown - Posted on 16 October 2023
My husband and I signed onto the practice over 50 years ago and have been delighted with the medical treatment and help we have received throughout that time which has been excellent. My husband died recently, but he had received regular monthly visits and the best of care from the doctor. which was a great help to him and to me! I am so grateful to the Practice Manager, office staff, nurses and all the doctors too, for all the help they have given. I would not hesitate to award 5 stars to this practice.
Visited October 2023
Park Lane Surgery has not yet replied.
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Review titled Can’t get an appointment
Rated 1 star out of 5
by Jackie Dally - Posted on 30 May 2023
Today I called the surgery to try to make an appointment for my very ill husband I started calling at 8.00am and was cut off 18 times until finally at 8.43am I was told all the appointments had gone. I was actually in the surgery whilst I was doing this and the receptionist could not help me to get an appointment. I finally broke down in tears and one of the nurses took me into her office but no appointment was given. I was told I would have to go through the whole procedure again tomorrow or take my husband to A & E. Why oh why is it so difficult to see a GP? I was told there was only 2 GP’s working today. This cannot continue you cannot treat people like this.
Visited May 2023
Review titled Park Lane Surgery
Replied on 19 June 2023
Dear Ms Dally I am sorry that you are unhappy with the service provided. As explained in my letter to you on the 15 June 2023. As your husband needed emergency medical assistance, the advice you were given by a nurse was to go to A&E and not to be booked in to see a GP as A&E deal with medical emergencies. Kind regards Helen Conaghan Practice Manager
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Review titled Dreadful surgery, getting worse by the day
Rated 1 star out of 5
by Anonymous - Posted on 29 March 2023
The doctors are very good, if and when you can get an appt. The management of the appts are absolutely dreadful. How in this day and age should we be expected to ring at 8am or 11am to get an appt for that day, by the luck of the draw. As soon as you ring, or go online at that time, the appts are already filled. I am a pensioner but heaven help me when or if I reach a ripe old age that I will be able to cope with this frustrating method of getting an appt. I would like to send an email to my doctor with a simple query. Is this possible? Oh no. I have to go online at 8am to do this and only can if I'm one of the luck few that get through. I can't say how dissapointing, frustrating and angry the surgery makes me and my friends who are also registered here. I'm sure they are responsible for our blood pressures rising and ending up feeling generally unwell at just the thought of trying to communicate with them. Also, how they managed to get a 'good' inspection, I have no idea. It must be the lovely doctors who, as I said are very good once you manage to see one which is not likely.
Visited March 2023
Review titled Park Lane Surgery
Replied on 30 March 2023
Dear Patient Thank you taking the time to leave a review. I am sorry that you feel that we are not providing the service expected from you. You said that the doctors are very good, but the management of the appointments are absolutely dreadful. In response to that comment, it is the GP Partners (doctors) that manage the appointments and not the management. You said that as patients, you have to ring at 8am or 11am to get an appointment and the appointments are already filled. In response to that comment, appointments are released at 8am and 11.30am. On Monday, 27th March 2023 at 8.30am, there were no patients waiting on the phone line to make an appointment and we still had six appointments available. The reason we were aware of this is because we had a new phone system installed last month which monitors how many patients are in the phone queue, how long they have been waiting and what telephone number they are calling from. At 8.30am on the 27th March 2023 there were zero patients waiting on the phone line to book an appointment. You said that you would like to send an email to your doctor with a simple query, is this possible? Oh no, as you have to go online to do this at 8am. In response to this comment - This is incorrect as you can send a message to your doctor at anything through our website. May I suggest that in future you email the surgery with any queries regarding the surgeries appointment system or with any complains to reception.parklanesurgery@nhs.net so that we can answer them directly to you. I can assure you that our aim is to offer the best service possible within our resources. Kindest regards Helen Conaghan Practice Manager
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Review titled Nurse commendable
Rated 4 stars out of 5
by Anonymous - Posted on 15 March 2023
Following a procedure at the surgery, the nurse made me feel calm and relaxed. Her communication skills and tips to make the procedure pain free were excellent. A true professional who cares about the service she provides for her patients. Keep up the good work.
Visited March 2023
Review titled Park Lane Surgery
Replied on 16 March 2023
Dear Patient Thank you for your review. I am so glad you had a pleasant experience at the surgery. Kindest regards Helen Conaghan Practice Manager
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Review titled First class practice
Rated 5 stars out of 5
by Patrick N - Posted on 14 March 2023
Family well cared for. Excellent communication and prompt response to issues. Friendly staff, nurses and doctors. Highly recommend.
Visited March 2023
Review titled Park Lane Surgery
Replied on 14 March 2023
Thank you for your lovely review. It's so nice to hear when patients are happy with the service provided. Kind regards Helen Conaghan Practice Manager
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Review titled Impossible to get through
Rated 1 star out of 5
by Anonymous - Posted on 06 February 2023
Impossible to get an appointment, you’re just met with automated voicemail saying they’re at full capacity and have no spaces left. If you then visit the surgery and speak to reception they tell you to phone up as they can’t make appointments in person… all round ridiculous surgery and staff.
Visited February 2023
Review titled Park Lane Surgery
Replied on 30 March 2023
Dear patient I am sorry that you feel that the staff and surgery are ridiculous. We have had a new phone system installed with the option for patients to be called when they reach the front of the queue. This saves patients having to wait to speak to a receptionist. We offer follow-up appointments at the surgery but initial appointment only by phone as we feel it is unfair on patients that are unable to get to the surgery at 8am, in particular, elderly patients and patients with sick children. Kindest regards Helen Conaghan Practice Manager
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Review titled still no repeat presciption
Rated 1 star out of 5
by lorna driver - Posted on 28 January 2023
I filled in a repeat prescripjust how long does it take to email a repeat presciption to the chemisttion for the pill over a week and a half ago. the chemist still has not received this presciption and i am running out. it is impossible to get through on the phone as if you suceed in connecting your are instantly cut off and have to start again. i have neither the time or the money to beable to do this. this surgery treated its patients as if they were an inconvenance
Visited January 2023
Review titled Park Lane Surgery
Replied on 30 March 2023
Dear Ms Driver I am sorry that you are dissatisfied with the service provided by the surgery. We have had a new phone system installed which has a queuing system and the option to call patient back so that they do not have to queue. You can request medication online, which you might find more convenient. Kindest regards Helen Conaghan Practice Manager
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Review titled Ridiculous appointment service
Rated 1 star out of 5
by Anonymous - Posted on 26 April 2023
I can't fault the doctors in any way once you actually get to see them. But the problem is trying to. Reading at 8 a.m. or 11 am on the day you need to see the doctor is frankly ridiculous for those who work. In order to book time off work to see the doctor I need to let them know in advance so this system doesn't work for those who are employed during the day. I have been told that pre booker full appointments are no longer available as they are short staffed. So in order to see the doctor I need to take a morning off work to try to attempt to ring in and then there's no guarantee I can see one. Trying to book an e consult appointment is just as frustrating. What happened to good old fashioned calling the surgery, making an appointment see the doctor in advance, then seeing the doctor???
Visited January 2023
Review titled Park Lane Surgery
Replied on 19 June 2023
Dear Patient, Thank you for your feedback. I am sorry for your recent negative experience. As this response is anonymous, I cannot investigate your specific complaint. I am happy for you to contact me directly to discuss further. Kind regards Helen Conaghan Practice Manager
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Review titled Impossible to get through
Rated 1 star out of 5
by E L O Howard - Posted on 29 November 2022
I called 204 times to get an appointment. Not once did they answer so I had to give up. Disgustingly poor level of service.
Visited November 2022
Review titled Park Lane Surgery
Replied on 30 March 2023
Dear Ms Howard The surgery now has a new phone system installed which has a call back feature. Therefore, you will longer have to keep calling the surgery to get through. I apologise for the inconvenience of our old phone system Kindest regards Helen Conaghan Practice Manager