Harvey Group Practice
13-15 Russell Avenue, St. Albans, Hertfordshire, AL3 5HBContact details and opening times
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Reviews
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Review titled Good staff, broken system
Rated 2 stars out of 5
by Anonymous - Posted on 08 May 2024
I was always happy with the quality of care I'd received, as well as the politeness and patience of the reception staff. However, ever since econsult was introduced, across our entire famile we only managed to book an appointment once, after many days of trying, and in all other cases we ended up paying for private treatment. For that one successful attempt, after the inital tests were done, we received a text message about a follow-up appointment, saying we can reschedule via econsult (no link, though). Econsult didn't present us with such option and the lines were dead (on a Tuesday morning, no less), so we ended up walking to the practice to solve an issue that used to be resolved with a 2-minute call. This system doesn't provide us with the care we need when we need it, and is very frustrating to deal with.
Visited April 2024
Review titled Harvey Group Practice
Replied on 10 May 2024
Dear Patient, Thank you for sharing your feedback with us. We truly value your perspective and are deeply sorry to hear about the challenges you've experienced since the introduction of our E consult system. It's disheartening to learn that it has caused inconvenience and frustration for you and your family. Your satisfaction and well-being are of the utmost importance to us, and we want to assure you that we take your concerns seriously. We understand the importance of timely access to care and are committed to addressing the issues you've raised. We are currently reviewing of our current E consult system to ensure that our patients can easily access the care they need when they need it. Additionally, we will investigate the technical issues that you encountered with our booking link system to prevent similar occurrences in the future. Please accept our sincerest apologies for any inconvenience this has caused you. If you have any further feedback, please don't hesitate to reach out to us directly. Your feedback is invaluable to us as we strive to provide the highest quality of care to all our patients. Thank you for bringing this matter to our attention, and we appreciate your continued trust in us as your healthcare provider. Warm regards, Rochelle Larter Practice Business Manager
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Review titled Disappointing
Rated 4 stars out of 5
by Anonymous - Posted on 21 March 2024
Using eConsult for the first time, I promptly received a txt message with a link requesting I book an appointment. I then spent the best part of 2 days clicking it periodically only to be told every time there were no appointments available. I finally resorted to phoning the surgery who, after a 10 min wait, booked me an appointment for the following week. (Just like old times) I can't yet see how this is an improvement. I certainly hope its simply teething troubles with the system
Visited March 2024
Review titled Harvey Group Practice
Replied on 22 March 2024
Dear Patient, Thank you for taking the time to share your experience with us regarding your use of eConsult. We sincerely apologise for the inconvenience you encountered and understand your frustration with the booking process. Your feedback is important to us, and we are committed to continuously improving our services. We are currently investigating the issues you've raised to ensure a smoother and more efficient experience for our patients. While we strive for eConsult to enhance accessibility and convenience, we acknowledge that there may be initial challenges as we transition to this new system. We appreciate your patience and understanding during this period of adjustment. If you have any further concerns or feedback, please do not hesitate to reach out to us. We are here to assist you and ensure that your future interactions with our practice are positive and seamless. Thank you once again for bringing this matter to our attention. Warm Regards Rochelle Larter Practice Business Manager
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Review titled Excellent Service. So grateful for the NHS
Rated 5 stars out of 5
by Anonymous - Posted on 15 March 2024
I submitted a e-consult just after 7am on 15/3/24 regarding an infection. Before 8am, the GP rang me from their home to discuss my issue.He promptly managed the issue and sorted an appropriate prescription.This is not only excellent service but the fact the GP was getting a jump start on the day from their home not only shows the sheer immense workload they have to deal with but also the commitment they have to patient care. I am incredibly grateful. I have had to contact the surgery a few times over the past 12 months regarding myself or my child and they have always provided an excellent service from the GPs I consult with through to the receptionists fielding the calls. Thank you so much. Long live the NHS.
Visited March 2024
Review titled Harvey Group Practice
Replied on 17 March 2024
Dear Patient, Thank you so much for taking the time to share your experience with us. We're thrilled to hear that you found our service exceptional and that your issue was promptly managed to your satisfaction. All our team is dedicated to providing the highest level of care to all our patients, and your kind words serve as a great encouragement to us. We understand the importance of quick and efficient responses, especially when it comes to health concerns, and we're glad we could meet your expectations. Your appreciation for the commitment and dedication of our staff, even during early hours, means a lot to us. We strive to ensure that every interaction with our patients is positive and reassuring. We're truly grateful for your ongoing trust in our services, and we look forward to continuing to serve you and your family in the future. Thank you once again for your kind words and support. Rochelle Larter Practice Business Manager Harvey Group Practice
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Review titled Impossible to get appointment poor quality of care
Rated 1 star out of 5
by Anonymous - Posted on 05 March 2024
Trying for weeks to get appointment and then complete new online form which says to contact doctor 20 minutes waiting as second in queue and have to get receptionist to complete form and the received text to say child will have a call nearly 80 hours later. Online form said it was urgent but child left in pain for a third week as surgery can't be bothered to call to make appointment. So I will get a call at end of week to get face to face and then get a referral. I don't bother calling Harvey group I call 111 and get appointment at urgent care as service is so shocking.
Visited March 2024
Review titled Harvey Group Practice
Replied on 06 March 2024
Dear Patient, I express my sincere apologies for the frustrating experience you encountered while trying to schedule an appointment. I understand the urgency of your situation and the pain your child has been experiencing. It is unacceptable that you faced significant delays and inconveniences in accessing our services. I apologise for the long wait times you experienced both on the phone and online. We are continuously working on improving our new appointment scheduling processes to ensure smoother and more efficient service delivery. Additionally, we are always reviewing our online forms to make them more user-friendly and effective in capturing urgent cases promptly. Regarding the delay in receiving a call back for an appointment, I understand the frustration this caused, especially when your child was in pain. Our goal is to provide timely care to all our patients, and I am truly sorry for the delay you experienced. Please be assured that we are committed to improving our services and ensuring that every patient receives the care and attention they deserve. Your feedback helps us identify areas for improvement, and I thank you for bringing your concerns to our attention. I would be happy to look into this further if you wish to contact the surgery on 01727 831888. Kind Regards Rochelle Larter Practice Business Manager Harvey Group Practice
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Review titled Wonderful experience
Rated 5 stars out of 5
by L. Jones - Posted on 23 March 2024
I moved to this surgery at the beginning of the year. What a refreshing change from my previous place. I completed the online form which is very convenient for a shift worker, although being able to complete it 24 hours a day would be a bit more convenient. I was told I would be contacted in 36 hours. I was called by a doctor the next day. He was fantastic, took the time to listen to me and advice me. He made three seperate arrangements to help with my issue. I was so pleased with the detail and advice he gave me. I would highly recommend this surgery
Visited March 2024
Review titled Harvey Group Practice
Replied on 27 March 2024
Dear Patient, Thank you so much for your kind words and feedback! We're thrilled to hear that your experience with us has been such a positive one, especially considering your busy schedule as a shift worker. We truly value your input regarding the online form and its accessibility. Your suggestion to make it available 24 hours a day is duly noted, and we'll certainly explore ways to enhance the convenience for our patients. It's wonderful to hear that the Doctor that had spoken to you had provided you with such attentive and helpful care. We pride ourselves on our commitment to listening to our patients and providing thorough advice and assistance. Your recommendation means a lot to us, and we'll continue striving to deliver excellent service to all our patients. Warm Regards Rochelle Larter Practice Business Manager
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Review titled Cannot access
Rated 1 star out of 5
by Anonymous - Posted on 12 April 2024
Yet again the surgery systems (phone line and e-consult) have closed. You cannot book an appointment (at any time now or in the future, however far ahead), the phone lines simply states that no appointments are available and so appointment requests will not be answered, and the e-consult system states 'Your practice isn’t accepting online requests right now'. This means that you cannot get test results, ask questions, book any appointments or ask for repeat prescriptions. This has happened repeatedly over the past few weeks. The system is utterly broken and beyond crisis point, it has failed. Even when open, having been on hold at no. 1 in the queue for 45 mins, whilst keeping my phone on speaker, it was quicker to get in my car and drive to the surgery to ask for a repeat prescription. Whilst doing this, I showed the receptionist my phone (still on hold) and asked why it was not being answered. She simply said their phone was probably not working and she had wondered why it was so quiet. The doctors, if you can get to see them, are generally good, but if you can possibly go elsewhere, I would avoid this surgery at all costs.
Visited March 2024
Review titled Harvey Group Practice
Replied on 22 April 2024
Dear Patient, Thank you for your feedback, I want to express my sincere apologies for the ongoing issues you've faced with our systems at the surgery. Your description of the situation is deeply concerning, and I completely understand your frustration and disappointment with the lack of accessibility to essential services such as booking appointments, obtaining test results, and requesting prescriptions. The repeated failures of both our phone line and e-consult system are unacceptable, and I want to assure you that we are taking immediate action to rectify these issues. We are committed to implementing significant improvements to ensure reliable and efficient access to our services for all our patients. Your feedback is invaluable in helping us understand the extent of the problem, and I want to thank you for bringing it to our attention. Rest assured, we are actively working to address these issues and prevent them from recurring in the future. I understand that despite the challenges you've encountered, you've found our doctors to be generally good. Once again, I apologise for the inconvenience and frustration this situation has caused you. If there's anything specific we can do to assist you, please don't hesitate to reach out to us. Warm regards, Rochelle Larter Harvey Group Practice
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Review titled Best gp in Herts
Rated 5 stars out of 5
by Robin - Posted on 19 December 2023
When i moved house and had to change gp i was having trouble finding a service that was understanding and supportive of my mental health, transition and shared care plan. I found Harvey house on a list for trans friendly gp’s in hertfordshire and i’m beyond pleased with the support and genuine care i receive here. The receptionists are charismatic and kind and my gp truly listens to my concerns and involves me in care plans so that we can both agree what the best thing for me would be. I get appointments on the day or within 2 weeks usually and i’m never calling up begging for results or check ups, they get the job done and have also reached out to me after appointments on occasion just to check in. I’m so thankful to have a gp as committed and active as this one and i definitely recommend them
Visited December 2023
Review titled Harvey Group Practice
Replied on 20 December 2023
Thank you Robin for taking the time to give this feedback. It is very appreciated by our dedicated and hard-working staff. We all do our best in these difficult times for the NHS - trying to live up to our practice motto of “We Care”. Regards. Dr Mike Walton, GP Partner.
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Review titled Excellent triage and experience
Rated 5 stars out of 5
by Anna Korving - Posted on 23 November 2023
Feeling really unwell yesterday I called the surgery. Got a callback within an hour from an incredibly professional and kind receptionist, spoke to a doctor within 2 hours who then arranged for me to see a GP in person early that same afternoon. Examined and provided with appropriate treatment and left feeling confident not just that if I followed the treatment I would get better, but also that if matters didn’t improve I would be able to get help quickly. After all the dire stories in the media about how hard it is to access care, I was really apprehensive, but this could not have been a better or more supportive experience. At every stage the people I spoke to took time to listen carefully, treated me with respect and kindness, and I felt safe and reassured throughout. Cannot recommend Harvey Group Practice highly enough, and especially the lovely receptionist who triaged my call. Thank you.
Visited November 2023
Review titled Harvey Group Practice
Replied on 24 November 2023
Dear Anna. Thank you for taking the time for this review. We are pleased that you have found your experience positive. We strive always to do the very best for our patients. In these days of unremitting pressures on the NHS and funding challenges to services - I’m glad we have been able to meet your needs. Thank you again. Dr Mike Walton, GP Partner and PCN Clinical Director
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Review titled Great Practice
Rated 5 stars out of 5
by Carol Butcher - Posted on 09 January 2024
I have been with Harvey Group Practice for over 40 years and just felt I had to write a review. I cannot praise them high enough as the service they provide during such challenging times is excellent. Everyone is so kind from the really helpful, caring Receptionists and Nurses who after triaging the call always arrange a phone call back from the Doctor or a face to face appointment very quickly. Also to the amazing Doctors who are so professional, caring and treat you with respect. Excellent service when you really need it. Thank you.
Visited November 2023
Review titled Harvey Group Practice
Replied on 11 January 2024
Hello Carol. It is very kind of you to give us this feedback. I’ll make sure all staff are aware of it and thank you for your consideration about letting us know how you feel about things. We continue to strive always to do our best for wonderful patients and I’m glad you’re happy with the service we aspire to provide.
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Review titled how to make blood tests complicated
Rated 2 stars out of 5
by local - Posted on 29 May 2024
got a txt telling me to go for annual blood test...but test ppwk does not hve all the tests I usually have. on 23 /5 call.into reception ..receptonist says she will deal with it (gave her copy of last yrs correct test form )..& to call back. She will print out as my printer not working on 29 /5 callback..noone knows anything about is. Yet again leave it with another receptionist to deal with. Me to call back. Also try to fix appt with nurse for due injection..no they can't do that cos of annual leave etc. Me to try to sort out when I go there again. Have never met gp I am supposed to be in care of. Have been with this surgery for 47years and its been downhill all the way - tragic. Really dread having have anything to do with them. Not good as you approach 80.
Visited May 2023
Review titled Harvey Group Practice
Replied on 30 May 2024
Dear Patient Thank you for bringing this to our attention. We apologise for the inconvenience you have experienced. Please do contact the surgery so that I can investigate further to ensure I can provide feedback to the reception team. We understand your frustration regarding the missing tests on your annual blood test paperwork and the difficulty you’ve had with the reception team. It is concerning to hear about the repeated issues you've encountered, including the challenge of scheduling an appointment with the nurse for your injection. Given your long-standing relationship with our surgery, it is disappointing to hear that your experience has not been satisfactory. We are committed to resolving these issues promptly to ensure you receive the care you deserve. Please reach out to us directly so we can address these matters more effectively and ensure all your healthcare needs are met. Kind regards, Rochelle Larter Practice Business Manager