St Albans Medical Centre
NB
Nina B. 4 years ago • From Google
Poor
The medical professionals here are exceptional, and I have no criticisms of them. They swiftly identified my daughter's DDH when numerous other healthcare providers had overlooked it, and they've consistently been outstanding during our visits. They are not the reason for my low rating. However, the administrative staff significantly undermine the practice's quality. While we understand they're under pressure due to Covid and other challenges, it's unacceptable to consistently treat patients rudely over the phone, especially when patients are dealing with health issues and potential trauma. A bit of compassion, professionalism, and empathy can make a tremendous difference. Telephone communication is crucial in healthcare settings. I would now prefer to submit an e-consult, wait endlessly, or even self-medicate with old prescriptions rather than endure the hostile reception I experience when calling. Just the thought of phoning triggers intense anxiety and dread. Securing appointments is already challenging, particularly since they eliminated the app booking option. Additionally, the secretarial staff seem poorly informed about certain procedures. When my one-year-old son needed vaccinations last year, I called ahead to inquire about a previous vaccination. I was assured everything was fine and the appointment could proceed. Upon arrival, we were suddenly informed he couldn't receive all scheduled vaccinations due to insufficient waiting time after his previous shot. Consequently, I had to return with my infant, subjecting him to unnecessary additional stress due to the secretary's misinformation. When I raised concerns about this error, the response was disappointingly indifferent. It's truly unfortunate because, as mentioned, the doctors are absolutely brilliant, but they're unfortunately not supported by a competent administrative team.
andrew p.