Maltings Surgery
8-14 Victoria Street, St Albans, Hertfordshire, AL1 3JBContact details and opening times
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Reviews
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Review titled Excellent
Rated 5 stars out of 5
by Anonymous - Posted on 26 August 2024
I've been to this practice twice now and both times the care has been excellent. The first time was urgent and I was seen immediately. The GP was very caring.
Visited August 2024
Review titled Maltings Surgery
Replied on 28 August 2024
Dear patient, Thank you for taking the time to share your recent positive feedback. We are so pleased to hear that you are happy with the level of service we have provided for you during your recent appointments and that you felt well cared for. Best wishes, Lucy - Maltings Team
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Review titled Well done The Maltings Surgery
Rated 5 stars out of 5
by Adelaide - Posted on 02 August 2024
I very rarely have a reason to see the GP. I needed to this morning. I was absolutely blown away by The Maltings Surgery. Their online booking system; call from GP practice within 30min, a follow up call ….and they suggested to just come in to be sure. I arrived..was seen within 5min and then the GP was just absolutely outstanding! I filled in the feedback form and now I am doing all I can to shout from the rooftops what fantastic service I have received! Well done Maltings Surgery, St Albans. Thank you NHS!
Visited August 2024
Review titled Maltings Surgery
Replied on 25 September 2024
Dear Adelaide, Thank you for taking the time to share your recent positive experience at our surgery. We are delighted to hear that you found it easy to navigate and access our online system to request an appointment and that we were able to offer you a prompt appointment. The whole team truly appreciate hearing your supportive comments and for sharing your positive feedback on various platforms. Best wishes, Lucy - Maltings Team
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Review titled Terrible communication systems with Maltings Surgery
Rated 1 star out of 5
by Patrick Target - Posted on 20 August 2024
Communication with the surgery is almost impossible, even fo someone who uses online services everyday. Your text message system is one way. I get advice to go for a blood test, but there is no way I can request a blood test form which is a pre-requisite of St Albans City Hospital blood clinic. Going through the NHS online service is a continuous circular process of passwords and verification which happens multiple times. The Maltings does not allow messages to be left online during non-working hours. There is no point in having an on-line system if it is not available 24 hours a day. We do not operate in the 1920s when access was during work hours only. The opurpose of online systems is to improve communications not to make them more restrictive and unusable. Fix it or lose patients.
Visited August 2024
Review titled Maltings Surgery
Replied on 25 September 2024
Dear Patrick Target, Thank you for your feedback. We are very sorry to hear that you are unhappy regarding booking a blood test and how you access us to make an appointment. We would like to clarify that the blood clinic is a separate service and unfortunately, we are unable to advise on how they operate. We would suggest that you raise any concerns you have regarding booking a blood test directly with St Albans City Hospital. Regarding the online forms, while we understand your concerns, we would like to stress that it would not be safe or appropriate to leave them active 24 hours a day, as they would not be monitored overnight. We advise on our website that for any concerns that arise outside of the surgery opening hours, that cannot wait until we are open should be directed to 111 or 999 in serious emergencies. Our online forms are available from 8am to 5pm, Monday to Friday, during which time they are continuously monitored by our duty doctor and admin team to ensure timely responses. Many of our patients have shared positive feedback on the accessibility of the form, highlighting that it saves them time compared to our previous telephone system where patients would have to call at 8am to request appointments, often being placed in a long call queue. The online form was designed with convenience in mind, keeping it to five questions, which should take just a few minutes to complete. We believe our system saves patients time as they can choose a time that is convenient for them when they submit the form, often during a break at work mid-morning or afternoon. Our patients receive a response shortly after submitting the form, usually within a few minutes, ensuring a quick and efficient service. We hope our clarifications on how we operate makes sense and helps to understand why our online system is designed the way it is. We would be more than happy to arrange a telephone or meeting in person with you if you would like to discuss further with our management team. Best wishes, Lucy – Maltings Team
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Review titled Excellent outcome
Rated 5 stars out of 5
by Anonymous - Posted on 06 June 2024
This is the outcome of my two appointments with two 'first contact physiotherapist in April 2024 My firstly appointment was to discuss the chronic arthritic pain in my right thumb. I was reassured that I could be helped with this ever-present pain. I was listened to carefully and given space to explain how this pain was effecting my day to day life. After asking a number of questions it was explained what could do in practical terms and a further appointment with a colleague (two days later ) with a view to having a small procedure. It was suggested that warm and cold hand bathing, and I was emailed some links to YouTube exercise video’s that could also help. Two days later and again another good encounter. The procedure was explained to me with advice on the possible outcome. I was given several information sheets and explained that if matters hadn’t improved after 6 weeks I could go back to discuss the next option. I want them both to know that whilst it took around 10 days before the the procedure to take effect it has now reduced the constant grinding ache/pain to a level that, for the time being, it’s no longer the daily focus of my attention. So I would like to say a huge thank you to both physiotherapist for giving me this albeit temporary pain reduction allowing me to get on with enjoying my life again! Thank you so much.
Visited April 2024
Review titled Maltings Surgery
Replied on 28 August 2024
Dear patient, Thank you for sharing your recent experience with our surgery. We are so pleased to hear that both of your appointments with our First Contact Physiotherapists were positive and that you felt listened to and well-supported. It is wonderful to know that the recommended care plan helped alleviate the chronic pain in your thumb, allowing you to focus on enjoying life again. We appreciate you taking the time to share your kind words and will make sure to pass along your thanks to our physiotherapy team. Should you need any further support or follow-up care, please do get back in touch. Thank you once again for your lovely feedback. Best wishes, Lucy - Maltings Team
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Review titled Lack of professionalism and service from front of house team
Rated 1 star out of 5
by Anonymous - Posted on 11 March 2024
I recently interacted with your Maltings GP Surgery and felt compelled to share my contrasting experiences. Initially, I submitted an online form on March 8th, seeking assistance due to my pregnancy and wanted to highlight my medical history. Unfortunately, I received no response, prompting me to resubmit the form on March 11th. Following this, I encountered a series of issues with the communication process. I opted for a phone call, only to receive a text message in response. Upon finally connecting with a receptionist after a prolonged 52-minute wait, I was disheartened by her condescending attitude, which left me feeling upset and stressed. As a newly registered patient, I expected a certain level of care and diligence, especially considering my first pregnancy and medical history which I wanted to discuss. However, the receptionist dismissed the need for a doctor's appointment, stating that pregnancy tests are highly accurate and advising me to wait until the 12th week. Contrastingly, the doctor quickly followed up, who I presume is busier than the receptionist, promptly returned my call and demonstrated exceptional professionalism. He calmly and thoroughly advised me on the necessary steps, leaving me well-informed and reassured. My confusion arises from the disparity in service between the front-of-house team and medical professionals like the doctor. Despite receptionists claims of difficulty hearing me, the doctor experienced no such issues. I hope that my feedback is taken seriously, and appropriate measures are implemented to ensure consistency in professionalism and service quality across all levels of your healthcare facility. While I understand that everyone has their off days, the level of service I encountered during my recent interaction left me questioning whether it may be attributed to complancency, a potential lack of passion for the role, insufficient training, or perhaps simply a challenging day for the receptionist. Regardless of the cause, I must express my concern over the unacceptably rude behaviour exhibited during my encounter. Front-of-house interactions are crucial as they serve as the initial point of contact for patients. Unfortunately, my experience did not align with the friendly and professional atmosphere one should receive in a healthcare setting. I believe in the importance of constructive feedback, and I hope this note is received in that spirit. Addressing these concerns may contribute to an improved overall experience for patients and improve the reputation of your esteemed healthcare facility.
Visited March 2024
Review titled Maltings Surgery
Replied on 21 March 2024
Dear Patient, We are sorry that the service you received was not up to the standard you expected on this occasion. We take complaints seriously and as such would be happy to look into the matter in more detail. All of our calls are recorded for these purposes. Please let us know if you are happy for us to proceed by contacting us online via our website or on the phone. Kind regards Lucy - Maltings Team
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Review titled Kudos
Rated 3 stars out of 5
by Edward Cabrera - Posted on 06 January 2024
My most recent experience with the Maltings Surgery was entirely positive. From my initial online request right through to my consultation (on the same day as my initial request) I was impressed by the consideration and professionalism shown by all. The GP who dealt with me was kind and understanding. The reception staff member was friendly and helpful. With so much negativity in the air these days about GP experiences I feel it is important to give credit where it’s due. So a big thank you. I do have a concern about online only booking systems in general. I realise that these exist out of necessity and, from a purely personal perspective, they work fine. However, I do have deep concerns about accessibility for patients who may not feel confident using online services or who may not even have online access. I am aware that a telephone based workaround exists for these individuals but I wonder how actively this is promoted. Again, a big thank you and kudos to you all.
Visited December 2023
Review titled Maltings Surgery
Replied on 28 August 2024
Dear Edward, Thank you for taking the time to share your detailed feedback. We are delighted to hear that your experience with our practice has been positive, from your initial request to your same-day consultation. It's wonderful to know that our GP and reception team made you feel supported and well cared for. We truly appreciate your acknowledgment of their professionalism and care. Although we now operate an online system for appointments, we are still accessible by phone for patients who do not have access to the internet. Our pre recorded telephone message outlines how our team are able to assist with completing the form in cases where patients are unable to do this themselves or do not have a family member or friend who can help them. Thank you for raising your feedback on this, we will take your comments on board to see if there is a way we can make this even clearer so that those patients who do not have internet access do not feel as though they cannot contact us when needed. Thank you once again for your kind words and constructive feedback—it really helps us improve and continue providing the best care possible. Best wishes, Lucy - Maltings Team
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Review titled Online bookings
Rated 5 stars out of 5
by Linda - Posted on 08 November 2023
I love the new booking system! No hanging on the phone for ages and I was given a number of date/time slots to choose from. Simple.
Visited November 2023
Review titled Maltings Surgery
Replied on 09 November 2023
Dear Linda, Thank you for your feedback. It is great to hear that the online booking system that we launched back in January this year works well for you. We wanted to create a system that meant our patients could easily access our services and also receive same day responses. Feedback like yours shows the whole team that are achieving the goal we set out. Thank you again for taking the time to share your valued feedback. Best wishes, Lucy - Maltings Team
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Review titled What a Transformation
Rated 5 stars out of 5
by AlanB - Posted on 07 November 2023
1. Effective Triage - urgent cases are prioritised; 2. On the day appointments where clinically necessary; 3. Easy "digital first" access to services; 4. Additional services through PCN staff. What's not to like!!!! Whilst triage optimises scarce resources, digital first means non-urgent requirements are dealt with effectively. Thank you
Visited October 2023
Review titled Maltings Surgery
Replied on 09 November 2023
Dear AlanB, Thank you for your valued feedback. We are so pleased to hear that the booking system we launched back in January this year has been working well for you. The whole team have worked very hard to ensure our system would provide easy access for our patients with quick responses. Feedback like yours reinforces that our patients are happy with the service we provide for them which is something all our team strive to achieve. The whole team will appreciate hearing your supportive comments. Thank you again for taking the time to share your valued feedback. Best wishes, Lucy - Maltings Team
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Review titled Super efficient and super professional
Rated 5 stars out of 5
by Gary C Chambers - Posted on 22 July 2023
I have had reason to use the Maltings GP surgery on two occasions this past week and was very, very impressed with the service I received. The online appointment system is really working well. On Tuesday, I used the system to explain my problem and received a phone call in under 5 minutes informing me that I had been given an appointment at St Albans City Hospital that same morning. On Friday, I again used the online system and was seen by a paramedic practitioner the same morning. The paramedic was incredibly helpful, gave me a thorough examination and prescribed me exactly the medication that I needed. This surgery is going from strength to strength!
Visited July 2023
Review titled Maltings Surgery
Replied on 28 July 2023
Hi Gary, We are so pleased to hear that you have had such a positive experience of using our new system that we implemented in January this year. The whole team will be so pleased to hear your supportive comments. Thank you for taking the time to share your thoughts. Best wishes, Lucy - Maltings Team
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Review titled Efficient and professional
Rated 5 stars out of 5
by Val Dent - Posted on 21 March 2023
Twice in recent weeks I’ve needed to contact the practice for advice. The online access to get an appointment was straightforward and I was contacted within 15 minutes on each occasion with the offer of a face to face appointment. Both appointments were on time and referrals were made as requested. I know that the surgery has gone through difficult times but I was so very impressed at the speed with which my request was processed. Yes - procedures have changed but we all have to move with the changes. Thank you so much The Maltings surgery.
Visited March 2023
Review titled Maltings Surgery
Replied on 27 April 2023
Dear Val, Thank you so much, Val for your glowing feedback here and on Google. It's such a nice feeling to us here in the team when patients acknowledge the challenges we've faced and where things haven't worked in the past and support us where we've tried to make things better. We know we won't get it right every time for everyone but the fact our patients can see we're doing everything we can to make things easier and quicker, is very much appreciated. Wishing you well, Kara - Team Maltings