St Albans Surgery

Impossible to book an appointment here

It is consistently difficult to secure an appointment at this practice, as availability appears to be limited regardless of when you attempt to book. It seems that existing patients may be prioritised in the scheduling system.

Supportive team saw me in person during covid

Throughout the pandemic period, the entire team demonstrated exceptional helpfulness, particularly the clinical staff. I received prompt appointments and was appropriately referred for specialist care. The clinicians took time to provide emotional and psychological support during my consultations. During that challenging period, I appreciated being offered in-person appointments at the surgery, as I understand some practices operated on a telephone-only basis. I am grateful to all members of the team for their care and support during a difficult time affecting my health and wellbeing.

Reception overwhelmed and phones constantly ringing

Terrible experience. I spent three days attempting to reach the practice by phone without success, and was informed that an appointment was not available. When I visited the surgery in person to request medication, I observed that the reception area appeared understaffed, with one member of staff occupied on a personal call while another was managing a substantial queue of patients with multiple incoming calls. This seemed to reflect the difficulties in reaching the practice. I have been disappointed by what appears to be a significant decline in the service provided recently.

Struggling to book routine appointments here

The reception team had difficulty accommodating routine appointment requests, even when following the standard booking procedures and calling at the designated times. There was a consistent suggestion to contact the practice in the morning for any urgent matters.

Struggling to book appointments by phone or online

It proved quite challenging to secure a telephone consultation through the practice. Additionally, the option to book an appointment via the surgery's website was not available. As a result, I had to attend a hospital emergency department and experienced a lengthy wait before being seen.

Reception staff ignored patients in queue

This surgery provided a disappointing experience. Upon visiting, the reception area appeared disorganised, with staff seeming distracted and engaged in personal activities rather than attending to patients. Despite a queue of people waiting, there was minimal engagement or acknowledgement from those at the desk, who appeared focused on other tasks instead.

Reception redirected me to wrong helpline instead

I would give a lower rating if possible. I found the service unhelpful and felt the attitude was poor. I was directed to call a number that had eligibility restrictions, and subsequently had to contact an alternative service who arranged an ambulance for me rather than the practice offering a brief appointment. Following a recent serious diagnosis, I have received no ongoing support or follow-up care from the practice, leaving me to manage my condition independently. Appointments appear to fill extremely quickly each day when the booking system opens, which feels frustrating. While I recognise the practice is busy, I would have appreciated more flexibility from reception staff given my circumstances and time away from regular care. The reception team asked detailed questions about my situation but were unable to answer my queries, citing lack of qualification to do so.

Surgery standards declining at reception

The practice appears to be experiencing a decline in quality over time.

Couldn't get appointments when needed

This practice has not met my expectations. I have found it difficult to obtain appointments when needed, and I feel that commitments made have not been fulfilled. I have had concerns about the level of care provided on more than one occasion, which I am considering pursuing further.

Receptionist was polite and helpful

The receptionist demonstrated excellent courtesy and the GP provided very good care.

Phone queues make booking nearly impossible

The telephone service has been consistently problematic. On one occasion, I spent a considerable amount of time waiting in the queue only to have the call disconnected when I reached the front. Obtaining an appointment proves to be quite difficult, and discussing prescription-related questions tends to be unnecessarily complicated.

Long waits meant missing my appointment

I cannot recommend this practice due to lengthy appointment delays. On my most recent visit, I waited over half an hour and subsequently had to depart to collect my child from school, which meant my appointment did not proceed as the practice was unwilling to offer an alternative time. Previously, I had also experienced a significant wait of around 25 minutes. This has been a frustrating experience.

Long wait times and poor phone service

I had to wait considerably longer than expected, and when I finally reached the call queue, the line was disconnected. The experience was quite frustrating. There seems to be a lack of clarity about who is responsible for what, and I've noticed the service has become increasingly disorganised in recent times.

Impossible to book appointments when needed

This practice has been difficult to access for appointments, even for routine visits. When calling ahead to schedule, I was told they don't book far in advance, yet when calling closer to the date, no slots were available. The information provided seemed inconsistent and appeared to change frequently. It felt frustrating trying to obtain the free healthcare I'm entitled to. While some staff members were pleasant, this didn't make much difference given the ongoing challenges with actually securing an appointment.

Reception staff went the extra mile

I would just like to thank the receptionist who went out of their way to deliver a medical form to save my spouse from having to travel, they really didn't have to but they very kindly did, I'm not sure of their name, I would recognise them when I see them, thank you for your help during these challenging times.

Easy to book appointments and get advice

I am genuinely grateful for the care I receive. I find it straightforward to seek guidance or book an appointment whenever needed. Thank you.

Felt genuinely listened to and cared for

The surgery is really good, and I've found the clinical staff to be amazing and kind compared to other healthcare professionals I've seen.

Receptionists could be more helpful with queries

The surgery is satisfactory overall. The clinical staff are quite competent. However, the reception team can occasionally come across as abrupt and not always appear keen to assist. From my experience, there seems to be one particular receptionist who is notably more willing to go the extra mile with tasks like tracking down missing prescriptions or correspondence.

Respectful and efficient care over many years

Consistently excellent service. Our family has maintained our registration for a considerable time. The entire team has consistently demonstrated respect, kindness and efficiency throughout our time as patients. We greatly appreciate the dedication and quality care provided.

Poor communication and unhelpful reception staff

I would not recommend this practice as I found the standard of care provided to be unsatisfactory.