Park Lane Surgery

Terrible

Absolutely awful. I have been at this surgery for 25 years. It has gone downhill miserably over the years, particularly the last 10. There used to be wonderful lady GP's who I felt comfortable with and were of the same mindset as myself. The current GP's are of non British descent (both male and female), who are rude, arrogant and condescending. The partnership GP's are especially bad. I really am so shocked how ridiculously incompetent they are. I cannot wait to leave.

Farewell to a once great medical practice

Deeply disappointed to depart from Park Lane Surgery after a long-standing relationship. The standard of service and patient care has been steadily declining, and securing an appointment feels like an impossible treasure hunt. What was once a top-tier medical practice in the region has sadly deteriorated beyond recognition.

Worst customer service ever at medical practice

I'd award zero stars if possible. Upon visiting the front desk, I encountered a receptionist with an unpleasant demeanor and a distinctly hostile approach. While the content of her communication wasn't inherently problematic, her tone and manner were completely unprofessional. Having been a patient at this practice for over three and a half decades, I've never previously experienced such poor customer service. Management needs to either provide comprehensive retraining or consider finding a replacement. This individual is clearly detrimental to the practice's reputation and patient experience.

Compassionate nurse makes shots a breeze for kids

I visited the clinic for my son's vaccination with nurse Emily, and she was absolutely fantastic. Her demeanor was warm, composed, and efficient - exactly what was needed during a potentially stressful moment. My son wasn't in the best mood, but she handled it perfectly. She went the extra mile by presenting a certificate, handing out stickers to both my children, and thoroughly explaining the process. Emily is truly an exceptional healthcare professional.

Terrible surgery with impossible online booking system

I'm utterly disappointed with this medical practice. It used to be excellent. I've been a patient here for nearly two decades. Their new online booking system at 8am is absolutely absurd and incredibly frustrating. It's particularly challenging for those already at work during that time. They provide zero alternative booking methods, not even the option of scheduling an appointment in advance. Their only suggestion is to visit an urgent treatment centre, which is completely unacceptable. The 8am booking window gives you barely 4 minutes to get online, submit your request, wait for a text verification, only to be greeted with a "sorry this service is now closed" message. This system should be completely eliminated because numerous patients are being denied critical medical appointments. I have a persistent health condition which they seem content to manage by simply prescribing medication, refusing to conduct proper blood tests or comprehensive investigations. Extremely let down.

Impossible to get care when you need it

Getting medical care at this facility has become incredibly challenging. My spouse and I have repeatedly attempted to schedule appointments through their online system, but every time slots are completely filled. Earlier today, we resorted to phone booking—after enduring a 15–20 minute hold with no response, I was forced to disconnect and retry. Upon finally connecting with a representative, we learned there were zero available appointments for our kindergarten-aged son, who is suffering from an eye infection. The process of securing medical attention feels impossibly complex, with no transparent system for appointment allocation. For a young child experiencing a health concern, such prolonged waiting is genuinely distressing. Obtaining fundamental healthcare services should not be this complicated. I sincerely hope this medical practice will address these systemic issues and implement meaningful improvements in the near future.

Worst medical care ever during my pregnancy

Utterly unacceptable treatment I arrived, expecting medical assistance while pregnant and experiencing intense discomfort, only to endure a 30-minute wait. When finally seen, the supposed healthcare professional dismissively suggested I consult the hospital and proceeded to recite NHS website guidance - information I had already exhaustively researched in my distressed state... Zero substantive assistance, no physical assessment, complete lack of compassion. Is this the current standard of medical care? Absolutely shameful

Frustrating and time-consuming digital healthcare experience

Endured a lengthy 15-minute wait, followed by unnecessary conversation before finally connecting with a representative. Subjected to an extensive interrogation about my medical condition, only to be informed that my case would be reviewed by a physician. Subsequently, I was required to complete an online form and submit it. Approximately two hours later, I received a notification that a prescription had been sent to my local pharmacy. I'm left questioning the current state of our healthcare system, where personal interaction with a doctor who can physically examine you and allow you to articulate your symptoms seems to have disappeared.

Terrible service makes seeing great doctors impossible

If I could rate this experience lower than the minimum, I absolutely would. The medical professionals are top-notch, but actually securing an appointment with them is incredibly challenging. The administrative personnel lack empathy and demonstrate zero sense of priority. Their approach is entirely bureaucratic, reminiscent of a dismissive "computer says no" mentality. The telephone system is abysmal, and the overwhelming frustration of being unable to connect with anyone is substantial! It's practically impossible for individuals with professional commitments to schedule appointments without sacrificing work hours, essentially requiring them to dedicate an entire morning to repeatedly calling at 8am in a desperate attempt to secure a consultation.

Worst scheduling experience ever frustrating wait

I've been stuck waiting for a consultation for nearly a month now. This is absolutely ridiculous!!!

Worst medical practice ever avoid at all costs

Utterly unprofessional and inept across the board. The receptionist abruptly terminated our phone conversation. My prescription request vanished, and upon locating it, they claimed it was sent to the pharmacy yet instructed me to personally retrieve it. The surgery manager displays an unprecedented lack of compassion and oversees a group of equally ineffective staff members. It's truly disheartening, as this practice was once excellent, but since Dr Dempsey's departure and the current manager's arrival, the entire operation has deteriorated dramatically.

Frustrating healthcare system in broxbourne area

Scheduling a visit here is a nightmare. There's a serious shortage of medical professionals, and the constant housing development without expanding essential services is causing major strain. The area is completely overwhelmed!

Exceptional care and quick medical support

Exceptional medical procedure with outstanding general practitioners and healthcare team Experienced significant discomfort and managed to get an immediate appointment Deeply grateful for the compassionate treatment I was provided Dan Buttimer

Worst blood draw experience ever painful procedure

I visited the clinic for a blood draw on Monday 24/03/2025. The phlebotomist performing the procedure was incredibly heavy-handed and aggressive. It was undoubtedly the most uncomfortable blood test I've ever experienced. Despite clearly seeing my visible discomfort and pain, she showed absolutely no compassion or remorse. Her technique felt so brutal that it seemed like she was using construction tools instead of medical equipment!!!

Impossible to see a doctor at this clinic

The entire appointment scheduling process is a complete mess. Their online booking platform quickly fills up and closes, leaving patients frustrated. When I attempted to schedule an appointment by phone for the following week, I was informed that the earliest available doctor's slot was two months away, with the only alternative being the unreliable online system. It's utterly ridiculous how challenging it has become to secure a medical consultation. This practice used to be reputable and efficient, but now it's practically impossible to receive timely healthcare.

Terrible healthcare service that lacks compassion

Staff display a callous disregard for patients experiencing discomfort, dismissing concerns with an indifferent "not my responsibility" approach, which is completely unacceptable

Overwhelmed staff struggling with patient scheduling nightmare

It's baffling that you're accepting new patients when existing patients are already struggling to secure appointments with the practice.

Worst medical clinic ever terrible scheduling nightmare

Completely unacceptable service - scheduling an appointment is a nightmare. Steer clear of this place if you have any hope of securing a timeslot, as it's essentially futile.

Physio saved me when gp appointment failed

I was in dire need of seeing a GP, desperately seeking a referral while battling intense joint pain that wasn't muscle-related. Initially, I was puzzled when given a physiotherapy appointment, thinking, "How could a physio possibly help my situation?" Contrary to my usual habit of not writing reviews, I was genuinely impressed by my experience at Park Lane surgery last week. The incredibly supportive physiotherapist managed to: - quickly grasp my complex medical history from my notes, showing genuine empathy towards my pain and understanding its current and potential future implications - authorize new medication, schedule x-rays and blood tests - initiate the referral process to a specialist consultant - provide emotional reassurance and restore my hope during a challenging time We're all aware of the NHS's political and funding challenges that can negatively impact services. However, it's crucial to acknowledge when staff members navigate their overwhelming workloads and internal obstacles exceptionally well, especially those who go above and beyond for patients. While navigating healthcare requires following proper procedures and clear communication, my personal experience with Park Lane Surgery has consistently been positive - from doctors and nurses to their exceptionally helpful and compassionate reception staff. If you're offered a physiotherapy appointment instead of a GP consultation, I encourage you to approach it with an open mind and hope you'll be as pleasantly surprised as I was.

Frustrating online system fails medical prescription needs

Recently, after spending two months back home for the holidays, I returned and attempted to order my medication. To my dismay, the system completely failed to recognize me! I was abruptly ejected from the platform. I tried multiple times to verify my information, but consistently encountered zero success. Absolutely terrible experience.