The Eden Surgeries
Broomfields, Hatfield Heath, Bishops Stortford, Hertfordshire, CM22 7EHContact details and opening times
Patient ratings and reviews
Leave a review
Help others by sharing your thoughts and experiences about The Eden Surgeries.
Reviews
-
Review titled No on the day appointments ever available
Rated 1 star out of 5
by Gregory - Posted on 27 February 2024
Tried Friday Monday and Tuesday. No appointments. Phoned 111. After a2 hour wait told to go to pah clinic. When refused as I have suspected water infection and couldnt wait around in public place, was told to try gp again. Gp has no appointments.
Visited February 2024
Review titled The Eden Surgeries
Replied on 26 March 2024
Dear Gregory I am the Practice manager at Eden and I am very sorry to hear that you were unable to get an appointment with us. It is a fact that we have been under pressure to provide appointments to meet the demand from our patient population, especially during the winter months when demand is particularly high. During February we also suffered from illness related absences amongst our clinical team which exacerbated the problem. When the Practice has used all of it's available same day appointments, we direct people to NHS111 so that they are able to speak to an available clinician, but unfortunately they tend to push patients back to the GP despite being aware that we have no available appointments. As a practice, we are working hard to ensure that we maximise our appointment availability by ensuring that we only allocate same day urgent appts to those who actually need one, and reduce the number of (very frustrating) DNAs - did not attend. Please feel free to contact me directly via eden.surgery@nhs.net to discuss this further, or discuss with me personally when you next visit the surgery. Once again, apologies for the inconvenience that this has caused you. Peter Eldon Practice Manager
-
Review titled Waste of time!
Rated 1 star out of 5
by Anonymous - Posted on 24 February 2023
Every time i call this doctors at 8am i will be on hold for just under an hour to finally get through and to be told to call back at 2pm, for the exactly same thing to happen. Absolute waste of time even trying to get an appointment here. Disgusting.
Visited February 2023
Review titled The Eden Surgeries
Replied on 10 March 2023
Dear Patient Thank you for your review and as Practice Manager I respond as follows: For information, at 8am and 2pm our highly dedicated yet often abused reception team typically field between 200 & 300 telephone calls from patients trying to book a finite number of available appointments. We encourage only those requiring an urgent appointment to call at these times, but "urgent' is a subjective evaluation and inevitably we receive many calls from patients whose need is not urgent (it is a shame that more people don't visit the NHS website which hosts wealth of information on how to treat common ailments before the need to visit a GP). Non urgent appointment requests can be made later in the morning or afternoon when queuing is minimal. Our clinicians provide approx 4000 appointments each month and all of them are fully booked all of the time. Everyone at the Practice works flat out every day in a very demanding working environment to try to deliver the best possible service, so whilst I acknowledge that you experience is a frustrating one, what is actually happening is far from "disgusting". We are working to adapt to the circumstances. For example, we will soon have a much improved telephone system in place that will improve the patient experience when calling in, with other improvement initiatives also ongoing. Finally, I should remind you that you are at liberty to move to another local Practice where you may be met with a service that better meets with your approval. Please feel free to contact me at eden.surgery@nhs.net to discuss is desired. Peter Eldon
-
Review titled Unable to get an appointment
Rated 1 star out of 5
by Leonard Eavy - Posted on 20 December 2022
I am a type2 diabetic male . I phoned the surgery at 8am waited 40 minutes to be told there were no more appointments. They advised me to go to the Herts and essex walking centre which I did, only to be told from them that they only deal with minor injuries. A complete waste of time . I returned to eden surgery to inform them and to see if I could get someone to see me at anytime. Am so worried about my condition and was told lmany times by the diabetes nurse if I have any problems with my feet to book a appointment immediately. To which the receptionist told me that they 14000 patients and everybody is ill this time of year.
Visited December 2022
Review titled The Eden Surgeries
Replied on 22 December 2022
I am very sorry that you had to wait on the phone to get an appointment and were unable to get the appointment time that you wanted. Primary care services across the UK are under immense pressure to meet the demand for appointments and are regularly working at full capacity. It is sometimes necessary to direct patients towards other available services when we have no available appointments left to offer. I can see that you have had a consultation with our diabetic nurse this month which I trust will have fully addressed your concerns. Apologies for the inconvenience that this may have caused but be assured that our clinical team do everything they can to see patients requiring urgent attention.
-
Review titled Terrible administration - no chance of getting an appoinment
Rated 1 star out of 5
by Anonymous - Posted on 07 September 2022
I called the surgery dot on 8am, was told I was 2nd in the queue by the automated message. after 90mins on hold, with no movement on my queue position, I called via my mobile (whilst still on hold on the landline) and was 9th in the queue. That position went down and once I got through to someone, they hung up before I could speak. I called back later in the morning, and was basically laughed at that all appointments had gone as it was late in the morning. wasn't even able to get a phone appointment and told to call in the morning or at 2pm. Called in the morning, waited over an hour again to get through and then given an appointment at PAH
Visited September 2022
Review titled The Eden Surgeries
Replied on 17 November 2022
Dear patient, Thank you for your comments, and I apologise for the inconvenience caused. As practice manager, I take all feedback extremely seriously. It is a regrettable fact that across the whole UK primary care network demand for appointments is outstripping supply. We provide 3500-5000 clinical appointments each month to our patient population of under 10000, with priority given to urgent cases requiring same day attention. All local practices had been allocated overspill GP appointments at PAH. What particularly concerns me is your reference to being hung up on, and then laughed at. Our reception team is coached to treat patients with respect at all times and so I will need to investigate this fully to identify the people involved. Please send details to eden.surgery@nhs.net - I am able to interrogate the telephone system to track calls, identify queuing times, and the receptionist that took the call.