The Maples
Vancouver Road, Broxbourne, Hertfordshire, EN10 6FDContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Bad experience
Rated 1 star out of 5
by Anonymous - Posted on 14 November 2022
Why do most of the staff members give different information out? Some ask loads of questions and others can’t wait to get you off the phone when booking an appointment. I appreciate you have to triage but sometimes if a patient says ‘’ personal’’ then I do not feel the receptionist should keep pushing you for information!! Myself and others I know have been told that saying personal is not a reason to get an appointment and that a reason must be given!! I believe no reason has to be given and this should be understood by the patient navigator!! How far are we able to prebook an appointment as myself and somebody else were told that appointments are not prebookable even if you call at 8am and then I’m told that someone was able to get a prebookable appointment??? Staff clearly need training!! Shame as GPs are generally good when you can get through…..
Visited November 2022
Review titled The Maples
Replied on 08 December 2022
Thank you for your feedback. With the demand for appointments being so high it is important that we try to get as much information as possible to match the problem to the most appropriate person, however if someone states it is personal then the navigators will allocated this to a NursePractioner's to triage first. All appointments for GP's and Nurse practioner's - both routine and emergency are available to book on the day - but Nurse, HCA, and other healthcare professionals can be booked in advance. Patient Navigators are all fully aware and trained of how the appointment system works buy your feedback will be brought to the Reception managers attention.
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Review titled Ridiculous phone message
Rated 3 stars out of 5
by Anonymous - Posted on 25 November 2022
The long and totally out of date phone message when ringing at 8 a.m. for an appointment makes me want to throw the phone across the room. Please leave out all the stuff about covid and update this ridiculously long message.
Visited November 2022
Review titled The Maples
Replied on 26 November 2022
Thank you for your feedback. We have already approached our phone provider to update our phone message and are waiting for them to action our request. This should be updated within the next 5 working days. We appreciate telephone queues are still long but we are still dealing with increased demand. We endeavour to answer all calls as quickly as possible, especially at peak times. Thank you for your patience.
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Review titled Never any appointments
Rated 1 star out of 5
by Anonymous - Posted on 27 November 2022
Call at 8 to listen to a 3 minute long message about face masks + covid that must have been created in 2020. Then be told no appointments available so remove the phone message so we can through quicker and then be told no appointments.
Visited November 2022
Review titled The Maples
Replied on 28 November 2022
Thank you for your feedback. We have already approached our phone provider to update our phone message and are waiting for them to action our request. This should be updated within the next 5 working days. We appreciate telephone queues are still long but we are still dealing with increased demand. We endeavour to answer all calls as quickly as possible, especially at peak times. Thank you for your patience.
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Review titled Phones never answered
Rated 1 star out of 5
by Anonymous - Posted on 09 November 2022
Either you can not get through on the telephone or they have closed there phone system and do not answer at all message to call 111 I do not know why this surgery is open I have had to use a private GP as i could not access Maples. I have been prescribed medication that is not available until January 2023. I cannot contact the surgery about this. The reveiws are very concerning about this practice.
Visited November 2022
Review titled The Maples
Replied on 14 November 2022
Unfortunately it appears you attempted to contact the practice during the mandatory half day training that all practice in the area had to attend as arranged by our Integrated Care Board. 111 were triaging all calls during this period, however if you had called the following day we would have been able to book you a consultation with one of our pharmacists to discuss the issue with your medication. Contact could also have been made via our website if the issue was not urgent.
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Review titled Disappointed
Rated 1 star out of 5
by Anonymous - Posted on 28 November 2022
Disappointing with how this gp practice is run. Never any appointments available. 10 in the phone queue when you get a message that all routine appointments have gone. Not able to book any online appointments so you have to call over and over again to be told the same thing! Gp practice needs to get rid of their outdated way of working… it’s 2022 not 1999……..!
Visited October 2022
Review titled The Maples
Replied on 08 December 2022
Thank you for your feedback. Our Phones open at 8am and on 28th November we had 81 patients already in system at 8.01.01, so can only assume from the information provided that you called after this time once the initial queue had dissipated. Demand is still very high for all appointments and we do not have the capacity to offer more than we already are. NHS England changed the guidance for online appointment booking earlier this year. As we now have a diverse clinical workforce patients need to be triaged to ensure they are booked with a clinician who can best assist them and there is not an online algorithm that can perform this yet. we have relaunched the online consultation service and a set amount of appointments become available for this every day. As a proactive and innovative practice, we will continue to investigate the best way to provide General practice services with the funding that we have been given and will always strive to provide high quality safe care to our patients.
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Review titled Phone Message Too Long
Rated 1 star out of 5
by Anonymous - Posted on 04 October 2022
You call at 8am and get an outdated message regarding covid and takes 2 mins to even be able to pick an option!! Sort your phone message out to make it shorter! People do not have the time to phone at 8am and then listen to a message regarding covid and face masks! We just want an appointment not a messages from 2020/2021 and when one finally gets through the staff all say different things! Please train your staff as it can be confusing when you are told something different every time you call!
Visited October 2022
Review titled The Maples
Replied on 26 November 2022
Thank you for your feedback. We have already approached our phone provider to update our phone message and are waiting for them to action our request. This should be updated within the next 5 working days. We appreciate telephone queues are still long but we are still dealing with increased demand. We endeavour to answer all calls as quickly as possible, especially at peak times. Thank you for your patience.
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Review titled Improvement
Rated 3 stars out of 5
by Anonymous - Posted on 02 October 2022
The surgery can be good when it is working correctly. My feedback would be that appointments should be patient choice of face to face and telephone calls. Other surgeries in the area are offering this to patients. I have read your previous replies to people regarding appointments and do not feel this is justified reasoning for not offering online booking or an online consultation. Offering online consultation, online bookings, and choice of face to face appointments would make the surgery better.
Visited September 2022
Review titled The Maples
Replied on 03 October 2022
Thank you for your feedback. As we have limited space for all clinicians assigned to the practice to work from our site, we are continuing to default to telephone consultations with certain clinicians as a first option, but should the patient request a face-to-face consultation during the telephone review this is always booked at the patient’s convenience. Appointments with the nursing team continue to be booked as face to face as a first option. We have yet to receive the rollout of the new online consultation platform from the Integrated Care Board (ICB) - but will be offering theses again once we have access to the software and our team have had the opportunity to receive the training. As previously explained, NHS England have changed the criteria for online appointment booking as patients need triaging to ensure they see the correct clinician. We have therefore changed our processes in line with this and we are inviting patients from specific groups to book their own appointments online when they are sent a link from our clinical system. We frequently review the technology and processes we use to ensure we offer the best possible service to our registered patients.