Harvey Group Practice
13-15 Russell Avenue, St. Albans, Hertfordshire, AL3 5HBContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Amazing service
Rated 5 stars out of 5
by Giorgia - Posted on 12 July 2024
We just wanted to leave a review as doctors always have bad reputations, at 4 today we called as our son had a temp of 39 in hope we could get an appointment but given the time on a Friday we didn’t expect it. We were called back by 5pm and offered to come in straight away, the doctor was so lovely and made us reassured. Thank you so much for being so lovely and friendly it’s so nice to have this kind of doctors
Visited July 2024
Review titled Harvey Group Practice
Replied on 15 July 2024
Dear Giorgia, Thank you so much for your wonderful review! We are delighted to hear that you had such a positive experience with Harvey Group Practice. Our team strives to provide the best care possible, especially in urgent situations. It's great to know that we could assist you promptly and that our doctor's reassurance made a difference for your family. Your kind words mean a lot to us, and we truly appreciate you taking the time to share your experience. We're always here to help, and we hope your son is feeling much better now. Thank you again. Kind Regards Rochelle Larter Practice Business Manager
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Review titled The receptionist
Rated 5 stars out of 5
by Anonymous - Posted on 19 June 2024
I wanted to comment on how empathetic and receptive the receptionist was. The service has a new system of an online request for treatment, which I think works well. Nevertheless, the receptionist was amazing.
Visited June 2024
Review titled Harvey Group Practice
Replied on 19 June 2024
Dear Patient, Thank you so much for your kind review! We're thrilled to hear about your positive experience with our receptionist. Their empathy and receptiveness are qualities we deeply value and strive to embody in our service. We're also glad you found our new online request system for treatment effective. We aim to make the process as seamless as possible for our patients, and your feedback reassures us that we're on the right track. We look forward to continuing to provide you with excellent service in the future. Kind Regards Rochelle Larter Practice Business Manager
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Review titled Menopause advice
Rated 5 stars out of 5
by Elaine V - Posted on 27 June 2024
Great run through of pre-assessment form. Really listened to the fact I had done my own research and understood broadly that HRT may well be the right thing for me. Also made sure that the relevant information about risk vs benefit was talked about and full information emailed for review.
Visited June 2024
Review titled Harvey Group Practice
Replied on 08 July 2024
Dear Elaine, Thank you so much for taking the time to share your positive feedback! I'm pleased to hear that the pre-assessment was helpful and that you felt listened to regarding your research on HRT. It's important to us that you have all the necessary information to make informed decisions. We look forward to continuing to support you. Warm Regards Rochelle Larter Practice Business Manager
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Review titled Menopause Clinic
Rated 4 stars out of 5
by Anonymous - Posted on 13 June 2024
I'm 48 and have been in perimenopause for a while. over the last 6 months I've had a couple of meetings with menopause clinic to discuss steps to improve my health so I can function on a day to day basis. I have hormonal migraines and the nurse is striving to help me find the best hrt plan for me. Whilst we are still trying to find the right fit, the nurse is spending time to consult with different specialists to limit my symptoms and migraines. I feel as though I am not on this journey alone and have support to find the right solution for me.
Visited June 2024
Review titled Harvey Group Practice
Replied on 13 June 2024
Dear Patient, Thank you for taking the time to share your experience about our Menopause Clinic. We are delighted to hear that you feel supported during your perimenopause journey. Our team is dedicated to providing personalised care, and it's wonderful to know that our nurse's efforts to consult with specialists and tailor the HRT plan are making a positive impact on your health. Hormonal migraines can be particularly challenging, so we're pleased that our approach is helping to manage your symptoms. Your feedback is invaluable as it reinforces our commitment to offering compassionate and comprehensive care. We look forward to continuing to support you and working towards finding the optimal solution for your health and well-being. Warm regards, Rochelle Larter Practice Business Manager
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Review titled Amazing practice and wonderful stagv
Rated 5 stars out of 5
by Prashan Thiagarajah - Posted on 01 May 2024
We recently moved as a family of 4 to the Harvey group. It’s been an amazing experience from ease of getting an appointment to attentive care. My most recent interaction with a GP was a pleasure to deal with, had a wonderful sense of humour and reassuring with the guidance he provided
Visited May 2024
Review titled Harvey Group Practice
Replied on 02 May 2024
Dear Prashan, I'm delighted to hear about your positive experience with us at the Harvey group Practice. Providing excellent care and ensuring our patients feel supported are top priorities for us. It's wonderful to hear that you found our GP's sense of humour reassuring and that you felt well-guided during your recent interaction. I will be sure to feedback your comments. We're here to support you and your family every step of the way on your healthcare journey. Kind Regards Rochelle Larter Practice Business Manager Harvey Group Practice
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Review titled Impossible to make an Appointment for Weeks
Rated 1 star out of 5
by Anonymous - Posted on 15 May 2024
they have forced all their patients to use eConsult to arrange appointments but close the service to arrange an appointment using eConsult for days at a time. The average time i have spent trying to make log an appointment is 2 weeks of trying daily logging in and checking if you can request an appointment. the stress of having to keep trying to arrange an appointment for something that is sudden or urgent that it causes anxiety and sleepless nights. Even trying to find the ability to make an appointment request at 07.00 am still EConsult will not allow people to request appointments and trying every 15mins for 3 hours still no ability to use eConsult to make appointments, yesterday eConsult closed to make appointments. Monday closed morning to make appointments. tried phoning you cannot make an appointment that way. tired in person and again you cannot make an appointment that way. Seems that their sole aim is to make it impossible to make an appointment.
Visited May 2024
Review titled Harvey Group Practice
Replied on 20 May 2024
Dear Patient, I am sincerely sorry to hear about the challenges you have encountered while attempting to schedule an appointment through our eConsult service. Thank you for your feedback and I want to assure you that we take your concerns very seriously. First and foremost, I want to extend my apologies for any inconvenience and distress this situation may have caused you. It is not our intention to create obstacles for our patients in accessing the care they need. We recognise the importance of timely medical attention, particularly in cases of sudden or urgent health issues. I understand your frustration with the inconsistent availability of our eConsult service. We are actively working to ensure that the system is reliable and accessible to all patients when needed. However, based on your review, it seems that eConsult was accessible during the times you mentioned. I would be happy to investigate this further if you choose to contact the practice via telephone. While we encourage the use of eConsult for its convenience and efficiency, I want to emphasize that it is not the sole option for making appointments. I apologise if this hasn't been adequately communicated. Our reception team are available to assist all our patients. I regret any confusion or difficulty you may have had. Your feedback is invaluable in helping us improve our services, and I assure you that we are taking immediate steps to address the issues you've raised. We are committed to providing you with the best possible care experience and will do everything in our power to ensure that you can access our services without unnecessary stress or inconvenience. Please feel free to reach out to the practice directly if you would like to discuss your concerns further or if there's anything specific we can do to assist you. Your health and well-being are our top priorities, and we are here to support you in any way we can. Once again, I apologise for the difficulties you've faced, and I thank you for bringing them to our attention. Warm Regards Rochelle Larter Harvey Group Practice
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Review titled Dismal, impersonal service
by Iain - Posted on 16 May 2024
I am writing to express my disappointment with the standard of care of service I received from your surgery this week. I have been feeling dreadful for more than a week and finally succumbed to completing one of your e-consult forms early on Tuesday morning. Having not heard anything by mid-afternoon on Wednesday, I called the surgery and was told that someone was supposed to have called me but, inexplicably, the call hadn’t been made. Thankfully, the person on the phone organised a phone consultation within an hour and the doctor to whom I spoke then asked me to come to your Jersey Farm surgery asap. Within 25 minutes I was at the surgery but when I arrived, the two ladies on reception seemed totally baffled that I was there and asked me to take a seat. I then spent 75 minutes sitting in the waiting area, coughing all over the place and feeling dreadful. One of the receptionists had to come to see me to check my name which drove me over the edge as I had already been sitting there for so long. Once I saw the doctor, who was very curteous and apologetic for the service I had received, I was astonished that she didn’t prescribe antibiotics and when I got home my wife (who’s Italian) was speechless at the training of English doctors who generally do as little as they possibly can to help patients recover. I run a business and have been absent from work for ten days, the doctor seemed totally oblivious to the real life needs of patients. It shakes my belief in both your surgery and the wider care given in the UK. Lastly, your online e-consult system is an insult to patients. It’s impersonal, not user friendly and (in this case) totally ineffective. I appreciate you’re all very busy and chronically underfunded but the idea that if a patient feels ill, the first thing he/she needs to do is go online and fill in a form is absurd and cruel. I’m trying to be constructive in offering this feedback in the (vain) hope that it’ll bring about an improvement in standards both in interaction with patients and in the clinical care provided.
Visited May 2024
Review titled Harvey Group Practice
Replied on 20 May 2024
Dear Iain, Thank you for taking the time to share your feedback about your recent experience with our surgery. I am truly sorry to hear about the difficulties you encountered and the distress it caused you. First and foremost, I apologise for the lack of communication following your e-consult form submission and for the subsequent delay in arranging your consultation. I can see you submitted your e-consult on Tuesday morning. While we do have a generic message stating that the practice has 48 hours to contact you, I understand how frustrating this delay must have been for you. I am glad to hear that once you spoke to our staff, they managed to arrange a phone consultation quickly. However, it is concerning that there was confusion when you arrived at the surgery and that you experienced a prolonged wait time. This is clearly a communication error, and I will provide feedback to the teams involved. We are reviewing our procedures to ensure better coordination and efficiency in the future. Regarding the clinical care you received, I apologise that it did not meet your expectations. Our doctors aim to provide the best possible treatment based on individual assessments. I will discuss your feedback with the medical team to improve our approach to patient care. Your concerns about the e-consult system are noted. We aim to make our services accessible and efficient, and I am sorry that this system did not serve you well. We are currently reviewing its usability and effectiveness to better meet our patients' needs. I understand the importance of being able to return to work and the impact that illness can have on your daily life. We are committed to making the necessary improvements to our service. Thank you once again for your constructive feedback. We are dedicated to improving our standards and hope to restore your confidence in our practice. Sincerely, Rochelle Larter Harvey Group Practice
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Review titled Fantastic Practice
Rated 5 stars out of 5
by AnnabelleL - Posted on 20 April 2024
I have been with this surgery for many years and I have got to say the service from all areas has been incredible. The practice had recently changed to filling out online forms rather than sitting in a telephone queue which saves me so much time. I filled out my online form and within a few hours a had a booking link sent and an appointment booked for the next day, i was very impressed. The doctor made me feel at ease and answered all my questions. I came out feeling relieved and confident that I am being well looked after. Thank you so much Harvey house.
Visited April 2024
Review titled Harvey Group Practice
Replied on 22 April 2024
Dear AnnabelleL, Thank you so much for taking the time to share your positive experience with us. It truly means a lot to hear your feedback, especially considering the recent changes we've implemented. I'm delighted to hear that our switch to online forms has been beneficial for you and has saved you valuable time. It's our goal to make accessing our services as convenient and efficient as possible, and I'm thrilled to hear that this change has had a positive impact on your experience. I'm also glad to hear that you received prompt assistance and were able to secure an appointment quickly. Providing timely and responsive care is a top priority for us, and it's wonderful to hear that you felt well looked after during your visit with the doctor. Your words of appreciation are truly motivating for our team, and I will make sure to pass on your feedback to everyone at Harvey House. Thank you once again for entrusting us with your care, and please don't hesitate to reach out if you ever need anything in the future. Warm Regards Rochelle Larter Harvey Group Practice
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Review titled The mystery of Harvey House
Rated 1 star out of 5
by Anonymous - Posted on 18 April 2024
We can't call the surgery, not a bad thing as the reception team were rude, un helpful even nasty. The new e con form asked the same question several times in different ways. Asked what I want to be done. I want a GP to see me and give me advice. Not tell them what to do. I am still waiting for my call over 30 hours late and still nothing. I can't even call to chase it
Visited April 2024
Review titled Harvey Group Practice
Replied on 22 April 2024
Dear Patient, Thank you for your feedback, I apologise for the challenges you've faced in reaching out to the Harvey Group Practice. Please know that our phone lines are operational from 8 am to 6:30 pm, Monday to Friday. I'm truly sorry for any previous encounters with members of our team that left you feeling disheartened, and I'm committed to addressing this matter promptly. Regarding our new Econsult system, while I understand that the questions may seem extensive, they are designed to streamline the handling of your requests efficiently. We are actively exploring other platforms to potentially improve our patient experience, and your feedback is invaluable in this process. I sincerely hope that your request have been addressed. However, if they persist or if there's anything else we can assist you with, please don't hesitate to reach out to the surgery. Warm Regards Rochelle Larter Harvey Group Practice
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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