Lincoln House (Highfield Surgery)

The worst place I've ever been to.The staff are horribly rud

Reception star for horribly rude

Frustrating healthcare experience with unhelpful medical staff

Medical staff seem evasive and unhelpful when patients seek clarity about test outcomes. The front desk personnel appear unable to provide straightforward answers regarding lab test timelines or physician assessments, instead sending patients on frustrating bureaucratic wild goose chases. Essential medical information gets glossed over or postponed, which is deeply concerning when someone is managing a significant health issue.

Worst medical practice ever terrible customer service

My family has been loyal to this medical practice for an extended period, despite numerous past challenges. However, today's experience was the final straw. My mother carefully scheduled an appointment, received an email confirmation with a specific date, but when the day arrived, no contact was made. Upon visiting the surgery, she was informed that no appointment had been booked and no record existed. Even when she presented the confirmation email, the staff had no explanation or resolution. The level of incompetence and disregard displayed is absolutely unacceptable.

Terrible service led to more health stress

April 2025...I sought a consultation with a physician and scheduled an appointment. I'm not a frequent patient. They informed me a response could arrive by 6:30 pm the following day. When the next day came, I received a text redirecting me to other resources for my issue - utterly pointless! Their approach to my medical concern has significantly heightened my anxiety, and as a consequence, my health problem has deteriorated. Medical professionals are often our sole resource, so when they fail to provide proper support, it's deeply troubling. I'm extremely disappointed. Anyone considering selecting this practice as their healthcare provider should seriously reconsider their decision.

Disappointing medical care with poor patient communication

The medical consultation was disappointing due to the fragmented care approach. Despite completing a comprehensive online referral form detailing concerns about both my knee and back, I was forced to arbitrarily choose just one issue to discuss. The physician demonstrated minimal interest in my overall health, conducting a superficial examination and seemingly disregarding the full extent of my medical concerns. The entire experience left me feeling unheard and extremely dissatisfied with the quality of care provided.

Compassionate care that truly makes a difference

The medical professionals at Highfield Surgery have provided me with exceptional care. Whenever I need assistance, I'm guaranteed a response within two days at most, and my recent surgical experience was seamless. They've even accommodated me with home consultations. During every interaction with their staff, I'm treated with patience and respect—they take time to listen and thoroughly explain everything. I feel completely secure and genuinely supported in their hands. This level of personalized attention is unprecedented in my experience. I am truly grateful for their outstanding service.

Exceptional care that made our medical visit special

The physician at your Highfield location was truly remarkable. He conducted a comprehensive assessment with remarkable care and expertise. His thoughtful gesture of giving my daughter a sticker afterward was particularly touching. The entire team demonstrated remarkable warmth and hospitality. This visit was substantially more positive and reassuring compared to our experiences with other medical practices.

Frustrating healthcare experience after medical practice merge

This practice would have earned a perfect rating prior to the merger. Dr. Jha and Dr. Craske remain excellent physicians, and before the consolidation, the surgery was impeccable. However, since the merger, significant issues have emerged: endless waiting periods for blood tests, previously scheduled appointments, incorrect medication for my son (due to their inability to verify the previous prescription)... and unanswered emails that forced me to spend hours on hold just to speak with someone. Pro tip: avoid using the callback option when waiting on the phone. My partner tried this morning and received no return call. I personally called about a separate issue and eventually connected with a representative.

Dangerous errors and terrible customer service nightmare

I've experienced repeated prescription errors, seemingly due to their carelessness in simply selecting my usual medications without carefully checking the details. These mistakes have directly impacted my medical well-being. The front desk staff consistently displays an unpleasant demeanor. Not once have I witnessed them offer a smile or demonstrate basic courtesy when engaging with patients. Their evident frustration with customer interactions suggests they are fundamentally unsuited for this role and should consider alternative employment.

Missed call frustration with medical appointment system

I endured a three-week wait for my scheduled telephone consultation. Somehow, I inadvertently missed the incoming call during the morning hours, despite being online. Two hours later, I discovered a single missed call from the medical practice precisely during the time I was reading an online article. I promptly contacted the surgery, expressing my availability and requesting a callback. Their advice was that I should expect another call before the day's end. However, my work commitment starting at 2pm means I cannot keep my phone accessible. Their solution was to submit another e-consultation. Clearly, there should be a more efficient approach to managing telephone consultations, which have become increasingly common. Having personal experience in healthcare, I always ensure I attempt multiple call attempts at a single time, understanding that many individuals typically only answer on a second try.

Terrible service at surgery with unhelpful staff

I am utterly let down by the personnel at this medical practice. The two front desk employees are consistently discourteous, harsh, and perpetually irritable. As a new mother, already anxious about venturing out with my infant, visiting this surgery is purely a necessity, not a choice. Each encounter leaves me feeling dismally mistreated - being spoken to harshly, experiencing zero eye contact, zero warmth, zero compassion, as if these staff members resent their presence and despise interacting with patients. I would strongly recommend they consider alternative career paths, as their current approach to customer service is abysmal. My frustration extends to the general practitioners as well. When it's your turn, they summon you from within their office, denying patients the basic dignity of a face-to-face interaction, forcing you to seek them out like a lost puppy responding to a distant call. I sincerely hope that management takes these repeated complaints seriously, as multiple reviews consistently highlight the staff's profound lack of fundamental interpersonal skills.

Terrible customer service and unprofessional staff

I am compelled to voice my profound disappointment regarding the conduct of your front desk personnel and employees. Their interactions have been persistently discourteous, unwelcoming, and deeply disrespectful across multiple encounters. Individuals seek medical assistance in vulnerable moments, and it is absolutely unacceptable to be addressed with such contempt. The demeanor of your staff demonstrates a glaring absence of professional standards and fundamental human decency. If your employees cannot communicate with patients in a compassionate and considerate manner, they should refrain from client-facing interactions altogether. I demand immediate intervention in this matter, as no patient should be subjected to such substandard and demeaning treatment.

Frustrating appointments but great staff at lincoln house

Since merging with Lincoln House Surgery, securing appointments has become incredibly challenging. I'm thoroughly dissatisfied with this new approach. I long for the previous method of booking. The staff, however, are beyond reproach. Tracey is delightful, and another staff member with glasses and a short hairstyle is equally pleasant. Dr. Greening and Dr. Jha are exceptional healthcare professionals. I appreciate the overall quality of the medical practice, but the current appointment system is deeply problematic.

Amazing healthcare that truly cares for patients

I must express my appreciation for recently registering with this GP practice, as their services are significantly superior to those at Everesthouse surgery - and I truly mean every word. I made the decision to change my healthcare provider due to the previous unsatisfactory service. I sincerely hope you will continue to maintain this exceptional level of care for patients like myself.

Quick and compassionate medical support online

I utilized the online e-consult platform to submit a request for a medical consultation about a health concern. After logging my request, Dr. Jha contacted me within just 3 hours. His professional approach and the quality of advice he provided were exceptional, and the entire process from request to callback was impressively swift. This medical practice is truly outstanding - the staff consistently demonstrate helpfulness, and doctors like Dr. Jha and Dr. Craske are not only highly competent but also incredibly accessible. While I've primarily interacted with these two physicians, they have set a remarkably high standard of care. I sincerely hope they maintain this excellent level of service moving forward.

Econsult system ruins quick and easy gp appointments

It's truly disappointing! This practice used to excel with their previous triage method, where you could call and secure a GP consultation within hours on the same day. However, their new 'econsult' system has transformed the process of accessing medical advice into a frustratingly protracted and complicated experience. Now, instead of getting an appointment within hours, I'm fortunate to schedule one within a few days. Previously, selecting a morning or afternoon slot was as simple as making a timely phone call. I feel somewhat conflicted about writing this critique, as I understand they were mandated to adopt this system by NHS England (essentially the government), and I'm aware that many other GP practices are likely encountering similar patient dissatisfaction. My only recommendation would be for the practice to provide constructive feedback to NHS England, highlighting the numerous drawbacks of enforcing this service, in hopes that meaningful changes might be implemented. Despite these challenges, I'm maintaining a three-star rating because, compared to other local GP practices, they still provide a relatively superior service and are arguably the best option in Hemel Hempstead.

Worst medical care ever terrible gp service

What an awful medical practice. The reception team and staff display terrible attitudes, showing zero professionalism or courtesy. They consistently appear irritable and unwelcoming. Booking an appointment is practically impossible, with phone lines perpetually unresponsive and E-Consult scheduling proving equally frustrating. During a recent consultation about an ear problem, a nurse advised me to clean my ear twice daily in the shower, which ultimately resulted in an ear infection! Upon returning to discuss the new infection, I was simply instructed to apply olive oil, a recommendation that tragically caused permanent ear damage!! To this day, I continue experiencing ear complications and have consulted the doctors approximately five times about the identical issue, only to receive identical, ineffective guidance each time! I am absolutely contemplating transferring to a different general practice. Absolutely disgraceful.

Terrible product with zero functionality

Completely worthless

Terrible service and unhelpful medical reception staff

I visited this place today, March 28th, around 11:30, and it marks my third attempt this week to obtain my husband's medical records. The receptionist wearing glasses was extremely discourteous, displaying an utterly unhelpful demeanor and an incredibly negative attitude. If the rating system allowed, I would absolutely assign zero stars to this experience.

Caring doctor puts patient at ease perfectly

My physician took a thorough approach during today's consultation, carefully walking me through my questions and providing reassuring explanations that left me feeling genuinely comfortable and optimistic about my health situation.