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 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
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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.