St Albans Surgery

Receptionists unhelpful, appointments impossible to get

The reception staff were unhelpful and disappointing. The clinical team were excellent, however obtaining an appointment proved very difficult. There appeared to be inconsistency in how different patients were treated, with some individuals seemingly receiving preferential access to services.

Poor communication and impossible to book appointments

I found the experience quite disappointing, as I struggled to secure appointments for my children and noticed a lack of coordination between the front desk and clinical staff. I have decided to lodge a formal complaint and transfer my family's registration to a different practice.

Impossible to book an appointment here

I have been attempting to contact my GP practice for an extended period without success. When I try to call, I am told to ring back the following day or informed that no appointments are currently available, with suggestions to try again in the coming week. I find it extremely difficult to access the services I need. I attempted to book an appointment for a family member as well, which proved equally challenging. Based on my experience with accessibility and appointment availability, I would have reservations about recommending this practice.

Reception staff handle frustration with genuine care

My family and I have been registered with this practice for over four decades. Admittedly, there are occasions when securing an appointment can be challenging due to availability constraints. However, when situations have been genuinely urgent, we have accessed emergency services, and when matters were less time-sensitive, we have been content to wait for the next suitable slot. The reception team regularly manages interactions with patients who are understandably frustrated, yet they consistently make efforts to assist with our concerns. I acknowledge that occasionally details can be overlooked, such as prescription items not being included. However, these are human errors that occur across all professions. Taking into account that my family and I interact with various members of the practice team on a regular basis, I can confidently say the standard of care provided is excellent. The entire team, from those at reception and in administrative roles through to clinical staff, deserves recognition for the dedicated support they provide. We are grateful for the ongoing care and attention we receive.

Long-term patient with consistent care quality

I have consistently had positive experiences at this practice throughout my many years as a patient.

Charged twice after being promised one letter

I requested proof of address letters from the practice a couple of weeks ago. I was informed that my partner's name and mine could be included in a single letter, which would mean paying only one fee of £25. However, when I followed up several times for updates, I received inconsistent responses—sometimes being told the letters were not yet ready, and other times being informed that I would need my partner's written authorisation to collect them on their behalf. When I returned today with the authorisation letter, I discovered that two separate letters had been issued instead of the combined letter I had been promised. I have also had difficulties with the appointment booking process at this practice previously. Today's experience with the proof of address letters has left me frustrated, particularly given the discrepancy between what was initially promised and what was ultimately delivered. I would suggest considering other GP practices if service quality is important to you.

Receptionists were dismissive and unhelpful

This has been the most disappointing general practice experience I have encountered. The reception staff displayed unhelpful and unwelcoming behaviour during my visits.

Couldn't get through to book an appointment

The reception staff have not been helpful in my attempts to access care. I have been waiting for an extended period to see a clinician without success. I was advised to call at a specific time for urgent appointments, but when I did so I was informed the practice was closed. This has been frustrating as I remain unwell and have not yet been able to receive a consultation.

Impossible to book appointments when unwell

Unable to secure an appointment during periods of illness. This results in having to seek care through NHS walk-in centres or contacting the out-of-hours service instead. Questions the value of having a registered practice when access is difficult when unwell. Feels frustrated given the regular financial contributions made through taxation.