Park Lane Surgery

Frustrating primary care with compassionate hospital rescue

Yesterday, I found myself in a dire situation, struggling to breathe due to my asthma. I spent nearly two hours on the phone, waiting to speak with a receptionist at my surgery, only to be told no appointments were available. Even after calling 111 and being advised to contact the surgery again, I was met with the same unhelpful response. My husband ultimately drove me to the A&E, where medical professionals quickly diagnosed me with a chest infection. They placed me on a nebuliser, re-examined me, and sent me home with steroids and antibiotics. Despite the crowded waiting room, I was treated with exceptional compassion and never made to feel like an inconvenience. During the lockdown, I received a letter stating I was "extremely clinically vulnerable" to COVID. However, when I mentioned this to the receptionist, I was dismissively told that since COVID is "over," I'm no longer considered vulnerable. While my routine medical appointments are typically handled with care and professionalism, this emergency situation revealed a significant breakdown in their approach to patient support. They ultimately failed not just themselves, but more critically, me.

Swift care with frustrating communication breakdown

Consultation for asthma assessment post-respiratory infection and antibiotic treatments with Emily was efficiently coordinated. The community health team swiftly arranged a consultation at Hertford hospital just before Christmas Eve, and the examination was comprehensive and prompt. HOWEVER, there was a significant communication breakdown as no staff member from the medical practice reached out to inform me about the test results indicating the need for additional antibiotics. I only discovered this when collecting my inhalers at the pharmacy on Christmas Eve. Without my proactive intervention, I would have potentially faced deteriorating health throughout the holiday period.

Disappointing decline of once great medical practice

For nearly two decades, Park Lane Surgery was the epitome of an exceptional medical practice. The physicians were remarkably empathetic, highly skilled, and genuinely committed to patient well-being. Unfortunately, those exceptional standards have completely disappeared. I concur with previous assessments that the practice has deteriorated dramatically. It is now profoundly substandard across every conceivable aspect. The apparent disorganization, combined with a stark absence of genuine patient care and professional management, has led to a severe decline in service quality. I do not casually submit critical feedback, but in this instance, I feel compelled to share my experience. Potential patients should understand the current unsatisfactory condition of this medical facility. With profound regret, I have been forced to seek care elsewhere and cannot, under any circumstances, endorse Park Lane Surgery.

Exceptional healthcare with compassionate and professional staff

Parklane medical center sets the gold standard for primary care clinics. The front desk and nursing team are incredibly supportive, and Dr Khaira stands out as a compassionate and outstanding physician. I absolutely cannot speak highly enough about this practice!

Worst medical service ever terrible communication nightmare

The communication at this medical practice is abysmal. After my doctor ordered blood tests, an abnormal result emerged, and I was forced to endure a three-week wait for an appointment. They scheduled a phone consultation for 02/10/2024 at 11:50, but no call ever came through. During my subsequent call with them, I drove to the GP's office, where the receptionist casually mentioned that phone appointments frequently run off schedule. Her manager then appeared and offered me an alternative date in October, which I declined. I emphasized my significant pain and urgent need to see a physician, but the receptionist insisted I had missed my original appointment. What's truly infuriating is their consistent pattern of appointment delays—typically 15-20 minutes—yet somehow this particular appointment was supposedly punctual. They claimed the phone call had changed the consultation to an in-person meeting, but when I requested proof or to hear the recording, they flatly refused and prevented me from accessing it. Absolutely ridiculous!

Compassionate care and expert surgical skills

Exceptional Medical Procedure, Consistently provided outstanding support to myself and my loved ones with the highest level of compassion and dedication. Grateful :-)

Terrible service that leaves patients in absolute despair

Park Lane has essentially hit rock bottom. I'm skeptical of any positive reviews (except those about the actual doctors). As an East North Herts employee, 99% of patients I encounter are utterly devastated by this practice. They, like me, cannot connect, get disconnected, struggle to secure face-to-face GP appointments, experience no continuity of care, and are particularly frustrated by the reception staff. In customer-facing roles, they are hostile, dismissive, unsympathetic, intimidating, and interactions feel like confronting aggressive guard dogs. I acknowledge the tiny minority who are compassionate and understanding (who likely won't survive in this environment). After three weeks of unsuccessful phone attempts with poor mobile signal, I approached reception. They bizarrely insisted I phone the surgery from just outside the building. Despite making 10 calls with no success, the manager responded with the same cold, indifferent attitude. Completely desperate, I ultimately broke down in tears, declaring I would simply endure my illness and surrender. I explicitly told staff they were contributing to systemic failure through their callous approach. What deeply disturbed me was how staff permitted a visibly distressed patient to leave without checking my details - potentially risking a vulnerable individual's life. I reported everything to the CQC, anticipating a patronizing surgical response. Shockingly, the CQC advised me to contact the surgery first - rendering their oversight seemingly meaningless. Contrastingly, my workplace clinic thrives, with friendly staff and accessible appointments. Most Park Lane patients describe a once-excellent surgery now in complete decline. Patients from other local practices report dramatically different experiences. I urge everyone: document your experiences, write to the surgery and CQC. Your health matters. Don't accept substandard service. In a final telling example, I recently called reporting potential serious thyroid concerns, only to receive no follow-up whatsoever.

Terrible service and uncaring staff at park lane surgery

The quality of this medical practice has drastically deteriorated. Previously, Park Lane was top-notch, but now it operates on a chaotic first-come, first-served appointment system where patients must call exactly at 8am. If you fail to get through or appointments are already filled, you're condemned to spending endless hours on hold the following day. They completely disregard the needs of patients requiring advance booking. The new doctors are dismissive and rush through consultations without genuinely listening to patient concerns. Whenever possible, the GPs opt for impersonal telephone consultations, continuing to run their practice as if we're still in pandemic lockdown. I find both the administrative staff and doctors to be consistently discourteous and unhelpful.

Frustrating experience with scheduling and service

Scheduling a consultation here is an absolute nightmare. Every time I attempt to book a slot, I'm met with endless roadblocks and frustration. Their booking system seems designed to discourage patients from even trying. I've spent hours on the phone and online, only to be repeatedly told there are no available times. This level of inaccessibility is unacceptable for a professional service that should prioritize patient care and convenience.

Worst receptionist ever destroys patient experience

Zero stars would be too generous! The receptionist on duty today is utterly miserable and seems determined to spread her negativity to every patient entering the medical practice. For someone potentially battling mental health challenges like depression or anxiety, her demeanor could be incredibly damaging. It requires absolutely no effort to be pleasant - to offer a simple greeting, smile, or show basic human kindness. Why would a medical facility employ such an aggressive individual at the front desk when patients are often in vulnerable states? Someone urgently needs to have a serious discussion with this woman about professional communication and treating people with basic respect! Not everyone is familiar with medical office procedures, and patients shouldn't be made to feel stupid for not knowing exactly where to stand or place things. Her attitude has completely discouraged me from returning, and her behavior is shockingly unprofessional and cruel. The way she interacts with patients is absolutely unacceptable and represents a complete failure of customer service.

Warm welcome and exceptional customer care

Exceptional customer care and an incredibly friendly receptionist who went above and beyond to assist me.

Unprofessional staff make medical visits truly miserable

The front desk personnel are incredibly discourteous. They completely lack interpersonal communication abilities. When you accidentally miss an appointment, they talk to you in a condescending manner, treating you like an immature child. I am genuinely baffled by how this medical practice can retain employees who demonstrate such appalling rudeness and zero empathy. Patients typically contact medical offices because they are experiencing physical or emotional distress, which inherently requires compassionate and respectful communication. Every time I reach out, I am made to feel belittled and disrespected. These staff members desperately require comprehensive customer service training to improve their approach and professional demeanor.

Endless loop of frustration with healthcare system

Constant runaround with appointments - forced to contact 111 - 111 directs me to my GP - GP sends me back to 111 - 111 again suggests seeing my GP... I'm trapped in this endless circular referral nightmare - the entire system is absolutely terrible...

Compassionate doctor worth the short wait time

4/4/2023 scheduled morning consultation at 8am. Booking the appointment went smoothly. Although we experienced a 30-minute delay past the original time, this didn't cause us any inconvenience. The physician was exceptional when we finally met. She demonstrated remarkable compassion, conducted a comprehensive examination, and took great care to communicate clearly with my daughter. Our sincere appreciation.

Disappointing decline of a once great medical practice

After relocating from Broxbourne and registering with a new medical practice, I've realized how dramatically my previous doctor's surgery has deteriorated. What was once an excellent healthcare facility has now become utterly disappointing, seemingly treating patients with complete disregard, especially when they attempt to schedule an appointment. It appears the practice might simply be overwhelmed and lacking sufficient staff. What a disappointment.

Dangerous medical negligence puts dad's life at risk

I'm utterly devastated and can't even justify giving a single star! My father, despite seeming okay, experienced sudden breathing difficulties, and his oxygen levels plummeted to a critical 78% before we even left home. When I informed the reception about his condition and requested someone to check on him, they callously suggested rescheduling his nurse appointment and offering a phone consultation with a GP. No medical professional was willing to examine him while we sat right there, and his condition was so severe that his lips and hands were turning blue! I had to help him back to the car and immediately called an ambulance upon returning home, which thankfully arrived within minutes. Park Lane Medical Center has completely failed in their fundamental responsibility of patient care during an emergency. Their complete lack of compassion and medical urgency is shocking. I am absolutely determined to file a formal complaint and am completely disgusted by their unprofessional and potentially dangerous handling of my father's critical health situation!

Compassionate care from a fantastic medical team

I've been to this medical practice multiple times. The front desk staff member was exceptional, courteous, and supportive. The nurse I saw was warm and considerate. After reading other reviews, I believe it's unfair to criticize this small clinic for broader NHS challenges. While I experienced some waiting time before getting an appointment, the care I've consistently received leads me to conclude this is an excellent practice with dedicated staff who are genuinely committed to patient welfare. I'm evaluating them based on my personal experiences rather than the systemic appointment booking difficulties many people encounter. Ultimately, this is a top-tier healthcare provider deserving of the highest rating.

Worst medical care ever from park lane surgery

I've been a patient at this practice for two decades. Over the past five to seven years, scheduling an appointment has become incredibly challenging. The front desk staff have even suggested I visit the emergency room when I specifically need to see a general practitioner. I'm still waiting for a response regarding my blood test results, and when I inquired, the receptionist casually remarked that no news must mean everything is fine. Additionally, I submitted my blood pressure readings months ago as requested during my last consultation, and despite the readings being elevated, I've received no follow-up communication. My experience with Park Lane surgery has been nothing short of frustrating and deeply disappointing.

Terrible service and unhelpful reception staff nightmare

I reluctantly enrolled with this medical practice due to relocating to the area. Their reception team urgently requires replacement, as they seem completely uninterested in providing basic service. I intend to escalate this matter directly to the NHS leadership in our region, since the existing online feedback appears ineffective in prompting any meaningful change. Furthermore, booking an appointment was an exercise in frustration, requiring 72 separate dial attempts just to enter the queue, followed by extended hold times - a situation that is utterly ridiculous. Can't they simply upgrade their telephone system to manage patient calls professionally, like every other medical practice nationwide? Truly frustrating! I will be pursuing a comprehensive formal review, given that multiple patients are voicing concerns about the front desk staff and the scarcity of available doctor appointments. I distinctly recall their attempts to discourage me from securing a medical consultation.

Terrible service since pandemic doctor's appointments nightmare

This medical practice used to be top-notch! However, since COVID-19, it has steadily deteriorated! For three years, I've been unable to consult a physician! The occasional telephone consultations have been largely ineffective! Whenever I manage to get through, the reception staff simply advise "go to the emergency department" as if it's their universal solution! It's no surprise the National Health Service is struggling. The general practitioners themselves are excellent, but only if you can actually see them. I'm bewildered why operations haven't returned to pre-pandemic normality. Why are appointment slots so limited? Previously, I could call in the morning and secure a same-day consultation, or ring at lunchtime and get an evening slot! The situation is completely ridiculous! My sister's medical center in Goffs Oak has practically restored its previous service levels. Park Lane surgery needs to seriously improve their approach!!!