Park Lane Surgery
LL
Love L. 2 years ago • From Google
Bad
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.
Siobhan F.