St Albans Surgery

Reception staff finally made me feel heard

I was considering changing my GP because my experience with reception staff hasn't been very positive, as communication often felt quite robotic and impersonal. Today I spoke to a member of the reception team, and they were friendly, helpful, and reassuring. It was the first time in a long while I felt properly listened to at reception, and it made a real difference to my experience. After many years at this practice, this one interaction has genuinely changed how I feel about staying.

Felt genuinely listened to and well cared for

I had a really positive experience at the surgery. The clinician was thorough, knowledgeable, and took the time to really listen to my concerns. I felt well cared for and confident in the advice I received. The staff member I saw was amazing and provided excellent support throughout my visit.

Couldn't book an appointment when needed

This practice is difficult to access as appointments are hard to obtain. I was unable to book the physiotherapy session I needed. During my interaction, I found the staff member unhelpful and felt they did not listen to my concerns. I was disappointed with the quality of care provided and would not recommend this service.

Felt listened to and well explained

I recently had an appointment and the clinician I saw demonstrated excellent professionalism, showing kindness and composure throughout. They communicated clearly and took time to ensure I understood the information being discussed.

Reception staff made me feel genuinely respected

The practice has been incredibly supportive, from the front desk team through to all clinical staff. I have been a patient here since childhood and can genuinely say they are consistently caring, helpful and approachable. If you approach people with courtesy, you receive courtesy in return! Please keep this in mind. Thank you for your ongoing assistance :)

Rude reception and lengthy waiting times

The receptionist's manner was quite abrupt and there were communication issues. The wait time for the appointment extended well beyond what was expected.

Impossible to book appointments even at opening time

I would rate this practice extremely negatively if possible. I feel the practice is poorly organised overall. I would advise others to carefully consider whether to register here, as I have regrets about joining and am considering transferring elsewhere. Obtaining an appointment is very challenging, even when attempting to book at the earliest available time. The online consultation system is also problematic, as it promises a response within a specified timeframe, which in my experience does not materialise consistently. When appointments do come through, I have found communication to be difficult. I have experienced challenges with phone line quality during consultations. The reception team have come across as unhelpful and unwelcoming on multiple occasions, which has added to my frustration. I also had an unsatisfactory experience with another healthcare professional at the practice. Overall, my impression is that the practice lacks professionalism and the standard of patient care falls short of what I would expect. I would suggest looking at alternative options.

Staff listened and took time with me

Excellent and supportive team members. The healthcare provider takes time to hear and consider your concerns.

Receptionist claims all slots booked every morning

Absolutely disappointing. I've called at opening time on multiple occasions, only to be told that all available slots are fully booked. I'm uncertain about the accuracy of this information. There appears to be a lack of accountability within the practice. It seems they are indifferent to patients' concerns, regardless of severity. The standard response is always to contact an alternative service. If I'm expected to use that service, I question the purpose of being registered here. This is extremely frustrating.

Can't book appointments in advance, frustrating system

I would not recommend this practice due to policies that appear to be unpopular among patients. Positive aspects include courteous reception staff and clinical professionals, though obtaining an appointment can be challenging. The main concern is the appointment system. The practice does not permit advance bookings and instead requires patients to call at opening time to secure same-day slots. This creates difficulties for those in employment, as arranging time off work becomes problematic. Despite this system, the facilities often appear to have availability, raising questions about why advance appointment slots are not offered. The practice also favours telephone consultations. It is unclear whether patients genuinely prefer this approach, particularly now that in-person appointments are feasible. Additionally, email enquiries frequently go unanswered. While some clinical staff deserve recognition, the appointment access issues significantly undermine the overall experience. The clinical quality becomes irrelevant if patients cannot secure consultations in the first place. Previous reviews highlight these same concerns, and management must be aware of the feedback. It is worth noting that reception staff are often criticised in comments, though they are implementing policies rather than creating them, and likely experience considerable pressure as a result.

Long phone queues made me give up

I attempted to contact the practice today but was informed there was a significant queue, so after waiting for a considerable time I decided to discontinue the call.

Helpful staff made the appointment smooth

The medical professionals at this practice are excellent and demonstrate a high level of professionalism. The team members are consistently helpful and approachable.

Prescription approval delayed despite repeated calls

Had an appointment earlier in the week and am still waiting for a prescription to be authorised by a clinician. I have been calling regularly each day but continue to receive the same explanation regarding the delay.

Reassuring approach made the blood test easy

My appointment today was for a blood test. I received attentive care and felt reassured throughout, which was particularly helpful given my concerns about the procedure. The healthcare professional completed the task skillfully and efficiently on the first attempt.

Helpful follow-up calls throughout my treatment

I attended the surgery in late March due to experiencing unexpected weight loss. The GP provided thorough explanations regarding the various tests that would be required. Following receipt of my test results, which showed some concerning findings, I was invited back for a follow-up appointment. Treatment was promptly initiated at an appropriate starting dose, and I was given clear information about potential side effects. A referral to a hospital specialist was arranged without delay. During the period leading up to my hospital appointment, the surgery team made regular contact every few weeks to monitor my progress and wellbeing. Both the reception staff and clinical team demonstrated genuine concern for their patients' health and care. I feel fortunate to be a patient at this practice.

Listened to my concerns and sorted it quickly

I attended an appointment today and was extremely pleased with the care I received. The clinician was very kind and patient in listening to my concerns and addressing them promptly. I would highly recommend this surgery. I have also had no difficulties with booking appointments.

Quick and professional blood test experience

The phlebotomist who took my blood today was excellent, completing the procedure quickly and efficiently. It's evident they are a skilled professional, as they made what can be a challenging experience for many people seem straightforward and easy.

Reception blocks access to appointments consistently

I'm struggling to understand why this practice continues to operate. I have significant health concerns, yet I'm unable to secure any appointments. When I contact reception, I'm consistently told that no slots are available. I find this frustrating and feel the service is inadequate. The reception staff have been unhelpful and unpleasant in their interactions with me.

Quick and efficient blood test appointment

Excellent experience with the laboratory testing service

Happy with the service and support

I am very satisfied with the care and service provided by this practice.