Maltings Surgery
8-14 Victoria Street, St Albans, Hertfordshire, AL1 3JBContact details and opening times
Patient ratings and reviews
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Reviews
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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
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Review titled Brilliant response and follow up
Rated 5 stars out of 5
by RobS - Posted on 04 April 2023
I'm not a frequent user of the service and have seen all the negative headlines about getting an appointment with a GP. However I was amazed how well the online system worked and was offered an appointment the same day. The consultation was on time and seen by a reassuring, competent doctor. Soon after links to patient information factsheets followed by text and an offer to attend a health check. Hats off to the team who make this system work!
Visited March 2023
Review titled Maltings Surgery
Replied on 27 April 2023
Dear Rob, Thanks for sharing feedback about our new system, Rob and I'm glad we were able to help you so quickly when you needed us. All the best, Kara - Team Maltings
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Review titled Hats off to the practice
by StAlbans Patient - Posted on 02 April 2023
Had a concern about a mole so used the new system to ask for an appointment. Got a call back within 30 minutes and offered a face to face appointment that afternoon. Seen on time and given advice and assurance by a very competent doctor. In these days of criticism with the NHS this was well above how I expected the process to run. Hats off to the practice in making this happen.
Visited March 2023
Provided by Care opinion
Review titled Maltings Surgery
Replied on 27 April 2023
Dear patient, I'm so glad we were able to give you speedy, reassurance about your mole and thank you for taking the time to share your experience about the new system. We're really pleased patients are finding it works well. All the best, Kara - Team Maltings
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Review titled Excellent new system
Rated 5 stars out of 5
by Opal 27 - Posted on 14 March 2023
I have had two excellent experiences at The Maltings in the last month. On both occasions I completed the online form regarding issues concerning my newborn son. I received a call back within 30 minutes on the first occasion and a text message with medication issued within 20 minutes on the second. Both contacts were appropriate and the GP I spoke to kind and thorough. Thank you for all your hard work, the new system is excellent.
Visited February 2023
Review titled Maltings Surgery
Replied on 27 April 2023
Hi Opal, That's great news and thank you for taking the time to leave your feedback. It's very much appreciated by the whole team! All the best, Kara - Team Maltings
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Review titled Give the practice some credit
Rated 5 stars out of 5
by Gary Chambers - Posted on 15 February 2023
I am sure there are practice users who have real complaints about their experience. It should be remembered that this is a busy city-centre practice which is going to be stretched in what it can do during these difficult times. I have been registered with the surgery since 2015 (as have my wife and son) I have always been satisfied with the quality of service and care. The staff do 100% care about patients. The new online appointment/patient triage system is brilliant and is exactly the right approach. It is now relatively easy to get an appointment with a doctor or nurse. The way they ran Covid vaccinations and boosters was exemplary.
Visited January 2023
Review titled Maltings Surgery
Replied on 27 April 2023
Dear Gary, That's so good to hear and thank you so much for taking the time to leave such a thoughtful response. Things continue to be tough for all GP practices and NHS services but wherever we can make things easier for you and our team to provide the best service possible, with the staff and resources we have, we will. Great to hear the new system works well for you and your family too - I'll be sure to pass that back to the team. Kara - Team Maltings
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Review titled Do not register here!
Rated 1 star out of 5
by Anonymous - Posted on 19 December 2022
Absolutely appalling for a 21st century GP practice. You can only get an appointment if you call at 8am on a particular day - cannot book appointments any other way or in advance. If you call at 8.01, you are on hold for 2 hours and when someone picks up, they tell you the list is closed and to try tomorrow. A heavy sell to use other services such as 111 or urgent care. More concerningly, refuse some prescriptions which they should have done. Spoke to 111 and other GP surgeries and this is inconsistent with what is done anywhere else. One positive note is the receptionists are polite and apologetic. Not their fault that the practice is rubbish. Go elsewhere.
Visited December 2022
Review titled Maltings Surgery
Replied on 27 April 2023
Dear patient, Thanks for sharing your anonymous feedback in December 2022. It's a shame you didn't leave your name so we could look into why you were on hold for two hours as that seems extreme even with the unprecedented demand for appointments we were facing at the time and also your comment about refusing prescriptions. The only time we would not be able to issue a prescription is where a patient has been asked to contact us for a medication review or it's a request for a one-off medication. Even if it's something you've been prescribed as a one-off in the past, it still requires a consultation to make sure it's safe and nothing has changed with your health since the last time it was issued. Getting a timely response and appointment if you need one has become much easier since January this year. We've introduced a whole new online system so that patients don't need to ring up and hold at 8am. The service is available throughout the day, when we're open and most patients receive a response same-day. I do hope you've noticed a difference if you've needed us in 2023. All the best, Kara - Team Maltings