Lister House Surgery - Hatfield

shahnawaz K.

I have always had a good experience with the doctors at Lister House Surgery—they are professional and efficient. I was referred quickly for a specialist, which I appreciate. However, the reception staff are a completely different story.

I recently called to get an update on my referral and was met with an extremely rude receptionist, Ami. She not only refused to help but also accused me of being rude before abruptly disconnecting the call. When I called back to ask how I could log a complaint, she once again refused to assist me and hung up.

The receptionists are the first point of contact for patients, and their attitude makes a huge difference. Unfortunately, my experience was frustrating and unprofessional. The surgery should seriously reconsider who they hire for reception, as they are the face of the practice.

rahim A.

I would like to share my excellent experience with the reception team at Lister House Surgery. Jaanvi provided exceptional service, addressing my issue with urgency and going above and beyond by involving her manager to ensure the matter was resolved promptly.

Her professionalism and dedication are truly commendable. Well done, Jaanvi—you’ve truly put a smile on my face.

Hasan G.

I am writing to express my concerns regarding a recent experience at your GP surgery involving my wife and our 4-year-old child. I understand the pressures faced by healthcare professionals, particularly during busy times of the year, but I feel compelled to share what happened, as it left us disappointed and worried about the quality of care provided.

On 21/0/2025, my wife took our 4-year-old to the surgery due to excessive earwax buildup causing hearing issues and an infection. Despite arriving 10 minutes early for the appointment, they waited an additional 45 minutes to be seen. While we completely understand that delays can happen, the care and professionalism we expected during the consultation were unfortunately lacking.

The consultation was with Dr. Sharon Grayeff, who appeared rushed from the moment my wife and child entered the room. Our concerns were not fully heard or addressed, and no clear solution or guidance was provided regarding our child's discomfort. My wife felt that the consultation ended abruptly without resolving the issue.

At one point, my wife called me to help explain the situation more clearly. However, Dr. Grayeff hung up on me without any warning and proceeded to walk my wife and child out of the room. Ironically, despite saying she couldn’t spend much time with us, she then spent approximately 10 minutes speaking with the receptionist.

We were left feeling dismissed, unsupported, and concerned about the standard of care being offered at your practice. I believe patients—especially young children in discomfort—deserve empathy, understanding, and clear solutions from their GP, none of which we experienced during this visit.

I respectfully ask you to address this matter and look into the following:

The level of care and professionalism provided during consultations.
The communication and listening skills of your team members to ensure all patients feel heard.
Staff training and oversight to prevent such experiences in the future.
I hope you can take this feedback constructively, as our intention is not to criticize for the sake of it but to ensure better experiences for all patients at your practice. I would appreciate it if you could respond to this email to inform us of any steps being taken to address these concerns.

Thank you for your time and attention to this matter.

Olaitan A.

Had my first GP appointment last month. I had some stated concerns that were not addressed by the Dr. No form of empathy whatsoever. Imagine your Doctor saying a very impersonal "Good Luck" at the end of the appointment. Left in worse mental condition than I came in.

Thuyet N.

The phone queue moved quickly this morning. I was booked an appointment on the same day although I was 33rd in the line. Doctor Ashik Patel was very friendly and helpful. He referred me to QEII for blood tests and x-ray which were done quickly as well.

Maria N.

I've been a patient for years on this surgery, and never had a positive interaction from here. The reception team seem to always be in a mood and always on a rush, and so are the doctors (at least the ones I've interacted with). I've even had some health issues going on for months because I was constantly avoiding having to make an appointment. I finally changed the GP and the difference is HUGE. It's a shame, wishing for it to get better!

Barry W.

Have recently moved to the area and with a very recent asthma attack, needed to see someone quickly. It wasn't as urgent as a hospital visit or 111 call.

However, waited 50 MINUTES to be answered on the call service only to be told that I should call 111 or go to A&E, when all I need is a repeat prescription, which I'm not going to get from A&E.

Then told to come and get registration forms to fully register with the surgery. No temporary registration, no care whatsoever, just call 111 - clearly my illness is not their problem.

DIABOLICAL treatment.

Natalia P.

their is one receptionist who is always in a strop and unbothered i didn't manage to get her name but i was waiting for a callback which i new would be a while but i waited and i received the call back and i told her the problem i was experiencing and she said to me what do you want me to do which just left me speechless.