Hall Grove Surgery - Welwyn Garden City

Popular M.

So sad to have to write this because I do like the surgery overall. Having just left the NHS as a practice manager, I am quite shocked at the current appointment system. NHS England pushed the online access model to enable all patients greater access to their GP (econsult) but I am yet to see a practice that shut there’s off after 10 minutes of being open. It’s quite shocking and needs to be reviewed. I do understand the system needs a cut off point but for people like the elderly, it takes them a while to figure out how to use the online form! I have tried last week for my 5 year old and this morning at 8:33am and it’s been closed.

I’m coming from working at a practice where we would keep our online system (patch’s) open until midday, to allow people time AND when the portal was closed for the day, patients could still ring and the reception team would give them advice (using tel triage protocol). Just so patients feel helped. The time needs to be reviewed. It’s not good enough.

M C.

It is almost impossible to get an appointment with this surgery. You call, you are told to use the e-consult surgery. The e-consult website is available and open for about 10 minutes in the morning and then closes, but it doesn't actually say why. Then one day you magically get through to the e-consult, answer about 20 different questions - turns out this thing is actually trying to diagnose you - which it surprise, surprise - cannot. Then you need to call through to reception, but by that point you can't actually book an appointment because you've spent 5-10 minutes going through an e-consult which doesn't work and by the time you've called reception they are in disbelief that the crappy chatbot hasn't miraculously cured you and oh yes... they have no appointments available.

Joanne P.

The Doctor that I saw was absolutely fantastic. Listened and gave wonderful advice. Showed great empathy. The receptionist I spoke to was not very helpful and very robotic.

Susan R.

First class! The doctor and the two trainees I saw were lovely and very helpful. I was able to get an appointment the same day. I have been with this surgery for many years and would highly recommend them.

Quinn

I feel disappointed with the current appointment system. Hallgrove & Parkway has been my surgery for 52years. Dr. Knight was simply a wonderful and caring physician. Then came others and a few stood out like Dr Anthea Cecil (a total fantastic & caring lady & Doctor), Dr. Arif (a clever and amazing young doctor) and now I’ve seen Dr. Maroo (who was professional, caring and wonderful). It is a dread these days to find a doctor let alone see a good caring one but when you meet one who is excellent and a caring physician - it’s like winning the lottery because your health is important.
Dr. Maroo made time to see me. There was no messing around! I really felt that he gave a damn, his manner made me feel calm and his confidence and care was also noted by my husband (he said to me ‘that Doctor actually cared about your concerns and knew what he was doing). Dr Maroo booked a return appointment having treated my issues with meds.
I feel that the role of a doctor is so important but a doctor who cares is one in a million. Thank you Dr. Cecil, Dr Arif (who has now left Gallgrove sometime ago sadly) and Dr. Maroo - thank you. Dr. Knight who I believe started the surgery’s will be proud of the doctors I have mentioned. Mrs SH.

Lara S.

I’ve been so frustrated with this surgery that this forum seems like the only way to communicate.

It’s almost impossible to get any kind of service at this surgery as everything is placed as an obstacle to prevent you seeing a doctor.

When you first call you are made to listen to an extended recorded message with various limitations being pointed out, how busy the surgery is etc. you are invited to book an appointment on the econsult in the morning after 8:30.

This year I’ve needed the service three times. On all three occasions I’ve been sent to the econsult. In all three occasions the econsult has not been available (due to high demand)

Recently I had a foot operation was told to contact my surgery for pain relief. As usual the consult wasn’t available having had to wake myself first thing three mornings in a row only to find the consult wasnt available. As I didn’t need a doctor only a prescription I waited for a call back. I received a call back, requested my prescription. The receptionist told me someone would text me with it.

That was a week ago. I’ve not received anything, phoned today to find the surgery is not taking calls because it’s too busy and there is no consult.

johnyquest31

Impossible to contact by phone and the econsult is set up poorly, you can't use it for a baby under a certain number of months but can't call regarding them and you can't submit a medication review for a child under 16 years but get told to do so when you attempt a different form

Tomi H.

I would just like to say a huge thank you to Phillipa, the receptionist at Hall Grove Surgery. I was there a couple of weeks ago with my grand daughter and she was so helpful and kind to us. Phillipa went above and beyond to get my grand daughter seen, and is now awaiting surgery for a serious health issue.
Other receptionists at this practice would do well to follow her lead when dealing with patients who need care and support, maybe go the extra mile for them, as Phillipa did, and not just disregard them because they feel they are not urgent enough for an appointment. That diagnosis should surely be with the GP.
Thank you Phillipa.