Sidney House and the Laurels
MB
M B. 5 years ago • From Google
Average
I have encountered a range of experiences with this medical practice. I've been registered with the Laurels surgery at Boreham since 1999, before its merger with Sydney House at Hatfield Peveril. Initially, my encounters were generally satisfactory, and I frequently saw the same GP, with occasional alternatives when my regular doctor was unavailable. Following the merger, I've never consecutively seen the same GP, which proves quite frustrating. When test results are received, the Surgery does not proactively notify patients, justifying this by stating that concerning results will prompt a doctor's call. This approach leaves patients anxiously wondering about their health status with no information - a truly INADEQUATE practice. The Surgery's most significant weakness lies in its Appointment Booking Process. Two booking methods exist: 1. Telephone at 08:00 on the desired consultation day. 2. Online portal booking. The telephone system operates on a first-come-first-served basis, often resulting in prolonged waiting queues, disconnections, or no available appointments. Online booking similarly depends on limited time slots, quickly filling up, requiring patients to restart the process the following day at 18:00. A simple "save booking for tomorrow" option would significantly improve the system, allowing patients to queue for the next day's appointments and confirm when needed. I've questioned why reception cannot book next-available slots, with their response citing patient no-shows as the reason. My proposed solution involves a £250 booking fee, automatically charged and non-refundable for missed appointments without prior cancellation. This approach would discourage no-shows, potentially generate revenue, and improve service efficiency. While administrative challenges might arise, clear legal terms would mitigate potential disputes. Appointment scheduling represents the most challenging aspect of this Surgery's service. Paradoxically, once an appointment is secured, the actual experience is excellent - staff are courteous, the facility is clean and well-managed, and professional care is delivered.
Jan S.