Midway Surgery
93 Watford Road, St. Albans, Hertfordshire, AL2 3JXContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled The best!
Rated 5 stars out of 5
by Ruth Jacobs - Posted on 14 June 2024
You can get a same day appointment. All the staff are so caring. I had a rotator cuff tear and was seen by the musculoskeletal physio at the surgery who was able to administer a steroid injection, which did the trick - at the surgery (and I didn't have to wait long for the appointment). I saw a doctor recently regarding another problem and was very impressed that they really listened and ordered an array of tests. I got my results quickly (all OK). We are very lucky to have such a great surgery. Keep up the good work and thank you.
Visited June 2024
Review titled Midway Surgery
Replied on 14 June 2024
Dear Ruth Thank you so much for your lovely review and for taking the time to complete it and feedback to us. The whole team work extremely hard and take their patient care responsibilities seriously, so they will be over the moon that you have had such a positive experience when visiting the surgery. I will share your lovely review with the practice team and especially with the first contact physio. Thank you once again Susan Trounce Practice Manager
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Review titled Great customer service
Rated 3 stars out of 5
by Anonymous - Posted on 11 June 2024
I went in today to drop a sample just after 11am. .Last time I was ignored at the reception.Had to wait 10 minutes .The rude receptionist was pretending to be on the phone,Today I was served by a very efficient receptionist who came out to collect the sample straightaway and I was out in no time. She was very caring and I am pleased I was served by her.
Visited June 2024
Review titled Midway Surgery
Replied on 14 June 2024
Dear patient, Thank you for taking the time to complete a positive review for us and it is so nice to read that you have had such a positive experience when coming to the practice and dealing with our reception team. So it was with regret to read that your review also touched on a previous negative experience with our reception team. The reception desk is, as first port of call for patients both when telephoning and dropping into the practice, a busy hub of activity. The reception team answer the phones and monitor patients coming to the desk in person for a wide variety of reasons, so I am sure it can at times appear that they are distracted or unable to acknowledge a patient. While I am sure your experience with reception was not intended to be aimed at you personally I will feedback your review to the team. However, it is always useful to hear any feedback from patients, negative as well as positive to ensure we can as a team review our practices and make improvements where necessary. Please do contact me direct on pm.midway@nhs.net with your contact details and further details of the incident and I will investigate the circumstances of the incident. Kind Regards Susan Trounce Practice Manager
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Review titled Professional practice
Rated 5 stars out of 5
by Stan Redfern - Posted on 29 April 2024
I recently visited the surgery by prior appointment. As usual, I was able to get an appointment within a reasonable time. Doctors, as you would expect, are very professional but they add that important added value. A great practice.
Visited April 2024
Review titled Midway Surgery
Replied on 14 June 2024
Dear Stan How lovely to read such a great review from you today, and thank you so much for taking the time to feedback to us. It is always nice to read such positive words about our doctors and practice team. We do try our best to support our patients to access our services with a reasonable timeframe so it is lovely to hear you have had such a positive experience accessing and visiting us. Thank you once again for your time and I will share your review with the doctors and wider staff team. Best Wishes Susan Trounce Practice Manager
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Review titled Very poor service again !
Rated 1 star out of 5
by Anonymous - Posted on 20 April 2024
I called yesterday for an emergency appointment (painful and swollen eye) and was booked without my knowledge with a nurse. I was diagnosed with a stye and was told to use compressions. The visit lasted 2 minutes. Today I had to call 111 as I am in severe pain with persistent swelling wasting nhs time, my time ( 3 hours and waiting) and unnecessary suffering. The reason your surgery is busy is because you are not dealing with your patients problems.
Visited April 2024
Midway Surgery has not yet replied.
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Review titled Very helpful practice
Rated 5 stars out of 5
by Terry Goom - Posted on 02 April 2024
Visited the surgery this morning with a query and the reception staff were very polite and helpful. My problem was resolved very professionally and quickly.
Visited April 2024
Review titled Midway Surgery
Replied on 05 April 2024
Dear Terry How lovely to read such a positive review today, our team work extremely hard and take their responsibilities to patient care very seriously so it is great to hear that this is appreciated. Thank you so much for taking the time to feedback your experiences. Best wishes Susan Trounce Practice Manager
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Review titled Terrible reception staff
Rated 1 star out of 5
by Anonymous - Posted on 02 April 2024
Trying to make an appointment is impossible. The receptionist hang up on you if they cant understand or hear you. They don’t even try to help. I have called back three times today but still to no avail
Visited April 2024
Review titled Midway Surgery
Replied on 05 April 2024
Dear Anonymous, I am so sorry to read that you have had difficulty when trying to contact the surgery and make an appointment. I would be grateful if you would contact me direct on pm.midway@nhs.net with your name and contact details and if possible some further information such as time time and number you called from when you tried to contact the surgery to enable me to investigate your complaint. We appreciate our patients feedback for any issues such as these with our phone system. It would be helpful if you have similar issues in future to contact us direct at the time and raise your concerns with us in person, as there are times when we have not been aware of problems on our phone system and our patients have alerted us to this. Rather than use the phone to make an appointment, you could complete an eConsult form on our website as an alternative way to contact us. We also have a large number of same day availability appointments with our Allied Health Professional team and our GPs, so if your query is urgent, you should still be able to have an appointment with one of our team once you get through to reception. Thank you once again for your feedback and I will wait to hear from you direct. Best Wishes Susan Trounce Practice Manager
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Review titled Impossible to get an in-person GP appointment
Rated 1 star out of 5
by Anonymous - Posted on 25 March 2024
It is impossible to get an in-person GP appointment at this surgery. Receptionists are not very helpful. I have been in queque no. 1 this morning at 8:30 for a GP appointment since the surgery opens. Having been waiting for over 20 minutes, no one answered the appointment line and suddenly the line was cut.
Visited March 2024
Review titled Midway Surgery
Replied on 02 April 2024
Dear Patient Thank you for taking the time to feedback to us your experience contacting the surgery. I would be grateful if you would email me your details and phone number on pm.midway@nhs.net (mark for my attention) to enable us to investigate this matter for you. I am so sorry that you have had such difficulties getting through to the practice on the telephone at 8.30am. The busiest time to contact the practice is during the morning from 8.30am until approximately 10.30am and I am aware that on the Monday morning you were having difficulty contacting us we experienced exceptionally large demand on our phones, this may have been due in part to the upcoming bank holiday weekend. For information when contacting the surgery you can always choose the queue buster option once in the queue, this means you do not have to wait on the phone as your place in the queue is held for you. The system will automatically call you back when you arrive at number 1 in the queue. We do have a large number of same day availability with our Allied Health Professional team as well as with our GPs, so if your query is urgent, you should still be able to have an appointment with one of our team once you get through to reception. Thank you once again for your feedback and I wait to hear from you direct. Kind regards Susan Trounce Practice Manager
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Review titled Great Practice
Rated 5 stars out of 5
by Karen Politzer - Posted on 02 April 2024
I can’t believe how lucky we are to be registered with Midway. Everyone is so friendly, helpful, caring, and supportive. From all the receptionists, the managers, nurses and of course the GP’s ! It’s easy to get an appointment either by telephone or face to face (and not in two weeks time but often on the day)both through an easy to use Patient Access or through the receptionists on the phone or in Person. The receptionists are very accommodating and will make every effort to get you an appointment with the right service provided at the surgery. And Midway provide a lot of different services which is amazing. Although we are assigned to our own GP in this group practice, if they’re not available seeing another GP or nurse will always resolve the problem. Even if you haven’t met them before they listen, diagnose and treat you accordingly. From what I know from family and friends and their experiences with their GP surgeries I am definitely registered at the best one. I can’t reiterate enough how wonderful everyone is, which is unusual Being one of the older generation and as the years go by I tend to require my surgery’s help more often the. I used to, I’m happy to say they never fob me off due to my age and I feel I get the same attention as anyone else. As I have never had cause to complain I thought it was about time I gave Midway a review giving the credit they more than deserve.
Visited February 2024
Review titled Midway Surgery
Replied on 05 April 2024
Dear Karen, Thank you so much for taking time to feedback and for your lovely comments about the whole Midway Surgery team. It is great to hear that you have had such positive experiences and the team will be so pleased to read your review. They all work extremely hard and it will make their day to know that their efforts have been appreciated. Best Wishes Susan Trounce Practice Manager
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Review titled Midway is only great dependant on the person you are given.
Rated 2 stars out of 5
by Anonymous - Posted on 25 March 2024
As a young girl who was already quite nervous to be seeing someone about a possible infection, I was horrified at the service I received. I was told I would see the physicians associate however I assumed they were also correctly medically trained. Upon inspection of my infection, the associate did not tie her hair up and then asked me if I would like to swab my own infection - I am coming to you. I do not know how to swab something correctly. In addition, when the infected bite was a bit scabbed over she used the exact same swab to get some fluid out of the other uninfected blistered bite. I was in shock. My mother is a doctor was also in shock. In addition, when asked for a dressing to cover up my wound, I was given a piece of gauze that had not been covered up so was completely exposed and was at the back of a random drawer. I usually speak very highly of midway but at that moment I contemplated leaving the surgery and making an even larger complaint. Please speak to your staff as this is incredibly unprofessional and quite dangerous had I had a more serious infection.
Visited February 2024
Midway Surgery has not yet replied.
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Review titled Booking
Rated 2 stars out of 5
by David Goldie - Posted on 26 February 2024
Changed from red house to midway recently, seems unless I want to go into detail bout my medical conditions have to wait whole week for appointment, I'm 65 yrs old an not phoning for appointment because I sneezed twice during the night do we really have to discuss our whole lives to get an early appointment. Seriously disappointed an weighing up my options.
Visited February 2024
Review titled Midway Surgery
Replied on 05 April 2024
Dear David I was so sorry to read your review and that you were so disappointed with the practice that you are considering changing surgeries already. I appreciate it can be difficult when contacting our reception team to book an appointment and having to discuss your health concerns. However the reception team are trained to ask specific questions about your issue that ensure your appointment is booked with the most appropriate clinician. If you feel that the reception teams questions or manner are unprofessional and intrusive it may be helpful to ask to speak with a manager and we can to discuss your situation direct rather than over public forums such as this. I do hope that your view of the practice has improved and that you have reconsidered moving practices. Please contact me direct on pm.midway@nhs.net and we can investigate your concerns and if necessary make improvements to our service. Kind regards Susan Trounce Practice Manager