St. Albans Medical Group

Travel vaccination booking repeatedly cancelled and delayed

I would advise against attempting to book travel vaccinations at this practice. I arranged my appointment several weeks ahead of time, but the scheduled day was altered, and subsequently the appointment was cancelled with minimal notice, citing staffing issues as the reason. The earliest alternative appointment available was considerably delayed. It appears the practice may be deliberately prolonging the process, which could discourage patients from pursuing treatment through the NHS and encourage them to seek private alternatives instead. Despite being a long-standing NHS contributor for many years without having consulted my GP previously, I have found it difficult to access even routine preventative care through this service.

Frustrating phone booking system and no appointments

One of the poorest healthcare experiences I have had. The practice requires patients to ring at a specific early morning time to request an appointment, yet when calling at that time, I was informed that no slots were available and asked to try again later.

Pharmacy staff were dismissive and unhelpful

The staff member displayed an unhelpful attitude during my visit. This afternoon, I was unable to obtain a particular topical cream product that I had hoped to purchase. The staff member was dismissive when I enquired about it. They indicated the item required a prescription, which I found frustrating and felt their explanation was inaccurate. I would rate this experience very poorly if possible. Unfortunately, this reflects a pattern of disappointing interactions I have experienced at this location previously.

Difficult to book appointments here

Getting an appointment at this practice is extremely challenging and quite frustrating.

Friendly staff who've looked after me for years

The practice provides comprehensive care and the team members are genuinely welcoming. I have been a patient there for many years since childhood.

Efficient care that got results before holiday

I've been dealing with a health issue for roughly five weeks and have attended several face-to-face consultations with a clinician who demonstrated genuine compassion and attentiveness throughout. She was particularly considerate in arranging all necessary specimen collections during a single visit to expedite results, understanding that I had travel plans approaching. When I attended a subsequent appointment, she arranged for a colleague to see me as well, ensuring I received confirmation of the advice I'd been given from another perspective. The clinician also made the effort to check on my test results outside of standard hours and, once they became available, contacted me at home with the findings and arranged for a prescription to be sent to my pharmacy for collection the next day. Thanks to the support from both clinicians involved, I'm now able to proceed with my travel plans without concern. The reception staff member I encountered was equally professional and courteous. While the health service has its limitations, the staff operate under considerable strain and it's important that the public recognises the challenging circumstances they work within.

Reception staff made me feel welcome

Attended the surgery this afternoon and the receptionist was absolutely wonderful, displaying excellent customer service with all the patients who came through.

Impossible to reach by phone in the morning

I would not recommend this practice. When I called early in the morning to try to secure an appointment for my child, it took a considerable time to reach someone. I was informed that no routine appointments were available, and the only option offered was at a very late time in the evening, which was not suitable for my circumstances. I found the overall experience frustrating and unsatisfactory.

Consistent care for long-term health needs

I find it quite upsetting that this practice receives such negative feedback, as it seems only those with complaints tend to leave reviews. In my experience, the clinicians here have been among the best I've encountered. I have a long-term health condition requiring annual reviews, and the team consistently provides excellent care and helps keep me well-managed. They have also been outstanding in supporting my child with additional needs, showing genuine care and thoughtfulness in their approach. If some people had experienced the difficulties and gaps in medical provision that exist elsewhere, they might have a different perspective on their care here. This practice has consistently met my expectations and I have no complaints about the service I've received.

Reception desk never seems to have anyone there

The reception area often appears understaffed, making it difficult to secure appointments. Additionally, prescriptions that are supposedly ready are frequently unavailable when collected. These ongoing issues have prompted consideration of changing to a different practice.

Appointment booking impossible, notes never read

I would rate this practice much lower if possible. I found my experience to be very disappointing. The service feels disorganised and poorly managed. Obtaining an appointment proved extremely difficult. When I did manage to secure one, the clinician appeared unfamiliar with my medical history. I requested a referral which was declined on the grounds that I did not meet the necessary criteria, despite the clinician not having reviewed my full records beforehand. This felt contradictory and frustrating. When I raised concerns about my previous experiences, I was informed that I was welcome to seek care elsewhere. I experience significant anxiety about contacting or visiting this practice. Additionally, my medication was interrupted on two separate occasions due to the requirement for a clinical review, yet I was unable to obtain an appointment to complete this review. I felt compelled to lodge a complaint with the relevant regulatory body regarding the standard of care I received.

Struggling to book same-day appointments through phone queues

Getting an appointment feels nearly impossible. Calling at 8am is necessary as same-day slots are the only option, which means putting other commitments aside. The process involves joining a callback queue, but when the call arrives there are typically no available appointments. There appears to be limited consideration for how unwell someone might be. While I recognise the reception team are working within the constraints of their system, I've found myself calling repeatedly over several days without success. Additionally, there have been inconsistencies in the information provided about accessing personal notes or results compared to what others have been told, which suggests either a lack of engagement with these processes or insufficient clarity in how to navigate them. It feels difficult to find a way forward with these concerns.

Caring doctors who actually listen well

Everything has been positive. Compared to my previous practice, I find myself receiving care from compassionate and attentive healthcare professionals at this medical centre. Well done to the team.

Hard to book but staff are reliable

I have had no issues with this GP practice. Getting through to book an appointment can be frustrating, though this appears to be a common challenge across most surgeries nowadays. I have been a patient here for more than a decade. I regularly receive repeat prescriptions. I have consulted with various clinical staff members and have found them to be reliable and professional.

Long waits but strict about appointment times

The practice frequently opens later than scheduled and patients often experience lengthy waits before being seen. However, there appears to be strict enforcement of appointment times, with little flexibility if you arrive even slightly behind schedule.

Appointment booking system needs improvement

The appointment booking system is frustrating. It seems inconsistent that I can book appointments online with other healthcare providers, yet I'm required to call the surgery at opening time to schedule a doctor's appointment.

Struggling to get through on the phone

I'm a care home manager and had an urgent situation at work, so I wasn't able to take the call. I was instructed to reschedule, which means I'll need to attempt to get through again the following day. The appointment booking system is extremely frustrating to navigate. It doesn't seem to reflect a genuine commitment to patient care.

Long phone queues, no appointments available

I found it extremely difficult to access care at this practice. I called at opening time and waited on the phone for nearly an hour only to be told there were no available appointments for my relative, who rarely requires medical attention but needed help urgently. The practice was unable to assist, which was very disappointing. I also felt the reception staff member I spoke with was unhelpful and lacked courtesy during our interaction.

Difficult to book appointments but nurses were helpful

The appointment system at this practice is extremely poor, however the nursing staff are excellent and provide good care.

Friendly staff made leaving the area difficult

Cannot fault this practice - everyone is so friendly and helpful. Sad to be leaving the area and this practice behind.