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 Poor and lazy advice
Rated 4 stars out of 5
by Anonymous - Posted on 08 January 2024
Been advised to change my diet, however was not given any information about the best way to do this, other than look up online. No advice given on how to tell if changes were working other than a 6 monthly blood test. Pretty poor and lazy advice from what is normally a good surgery.
Visited January 2024
Review titled Midway Surgery
Replied on 26 March 2024
Dear Anonymous I was very sorry to read this review today. I would be grateful if you would email me your details, the nature of the appointment/review you attended the surgery for and phone number on pm.midway@nhs.net (mark for my attention) to enable us to investigate this matter for you. I am very sorry that you felt the care and support given to you was not to the standard of care you would have expected from Midway Surgery. Our whole clinical do work extremely hard at looking after our patients and managing long term conditions that may need regular support and reviews so if something has not gone well, we do like to have the opportunity to investigate, reflect and feedback any learning following any investigation. Best wishes Susan Trounce Practice Manager
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Review titled Hard to contact
Rated 2 stars out of 5
by Anonymous - Posted on 18 September 2023
Whenever I ring in morning at 8.30am when they open I somehow am 30th in the queue, it's every time. It's eventually my turn to speak to a receptionist at about 9.15am.
Visited September 2023
Review titled Midway Surgery
Replied on 07 December 2023
Dear Patient I was very sorry to read this review today. I would be grateful if you would email me your details and phone number on pm.midway@nhs.net (mark for my attention) so that this matter can be investigated for you. I am very sorry that you seem to have such difficulty contacting the surgery at 8.30am. For information, the busiest time to contact the practice by telephone is in the morning from 8.30am to approximately 10.30am. You can always choose the queue buster option during this time, which 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 also have a large number of same day availability which our large Allied Health Professional team as well as with our GPs, so if you query is urgent, you should still be able to have an appointment with one of our team once you get through to reception at 9.15am. Thank you once again for your feedback and I wait to hear from you direct. Susan Trounce Practice Manager
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Review titled Patient centred care
Rated 5 stars out of 5
by Anonymous - Posted on 29 August 2023
I got a finger wound yesterday and rang up this morning to ask for advice. The practice have a call back service which keeps your place in the queue so you don’t have to hang on the line waiting. I got a call back, shared my query and was immediately booked in for a call with their urgent care practitioner for this afternoon. I think it great that they have someone in this specific role. The clinician called me as promised, dealt with my query efficiently and booked me in to have a precautionary tetanus booster later this afternoon. He saw me soon after my appointment time, gave me a painless jab and answered my question re wound care in a helpful way. Overall I was very impressed with their patient centred care which was very efficient and professional. I highly recommend them.
Visited August 2023
Review titled Midway Surgery
Replied on 07 December 2023
Dear Patient Thank you so much for taking the time to leave such lovely feedback. Our UCP will be very pleased to hear that you had such a positive experience and that you found them to be so informative, supportive and professional. It is always great for any of the team to receive positive feedback. Thank you once again Susan Trounce Practice Manager
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Review titled Rude receptionist
Rated 1 star out of 5
by Anonymous - Posted on 04 July 2023
I went to the surgery to pick up a form for the blood test at 13.45 on Monday the 3rd of July. There was only one receptionist and she was on the phone. I waited and waited, she looked at me and carried on talking, completely ignored me. I shouted and said is there anyone else here. A lovely helpful woman comes from the room and gave me the form. The rude receptionist comes off the phone and said nothing.There is no customer service at this surgery.
Visited July 2023
Review titled Midway Surgery
Replied on 06 July 2023
Dear Patient I was so sorry to read this review today. I would be grateful if you would email me your details and phone number on pm.midway@nhs.net (mark for my attention) so that this matter can be investigated for you. I am very sorry that you felt you has a less than satisfactory experience with our reception team. They all work extremely hard at looking after all patients and if something has not gone well, we do like to have the opportunity to investigate, reflect and feedback any learning following any investigation. Susan Trounce Practice Manager
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Review titled Fantastic Surgery
Rated 5 stars out of 5
by Christine Graham - Posted on 10 July 2023
I’m so lucky to be a patient of Midway Surgery. Everyone is helpful and supportive. Phoned this morning at 8.30 M and was given an appointment at 10.10 am. What excellent service. Thank you all. ❤️
Visited July 2023
Review titled Midway Surgery
Replied on 11 July 2023
Dear Christine Thank you so much for taking the time to leave such positive feedback. The whole team will be so pleased to hear that you had such a great experience and that you found everyone to be so supportive and helpful. Thank you once again Susan Trounce Practice Manager
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Review titled Rude Receptionists.
Rated 1 star out of 5
by Anonymous - Posted on 26 April 2023
I have had 3 bad experiences of inefficient receptionists when they do not send prescriptions to my local pharmacy as requested. My most recent experience was when I has actually been into the surgery and said "has my prescription been sent" and the answer was "yes". When I went to my pharmacy they said had not been received and told me frequently they forget to press the send button as is a frequent occurrence. When I phoned the surgery to ask the receptionist was very rude and considering the condition I am suffering made me spend 12.1/2 minutes on hold saying "sorry for keeping you" whilst I was outside the pharmacy. When I asked "when will it be sent" I was told "within the next hour or two". Also when I was at the surgery the receptionist said prescriptions take up to 5 days and I said I don't think so as this is urgent, and was told that is for repeat ones. Why say that when this was not and made it very clear it was not. At no point did the receptionist have any kind of consideration or apologize but just kept saying "did not like my attitude". Considering the severe pain and discomfort I am suffering then am sure that they would be exactly the same. The doctors and nurses are very nice and helpful at this surgery but it is a shame that this cannot be said for the issue that I endured. I did eventually get my medication but had to go home and then go out again later on.
Visited April 2023
Review titled Midway Surgery
Replied on 06 July 2023
Dear patient Thank you for taking the time to feedback your experience to us. I was very sorry to read your review and would encourage you to contact me direct on pm.midway@nhs.net (please mark for my attention) and I will investigate further. For clarity when ordering a repeat prescription we do ask patients to allow for 5 working days from submission to accommodate all stages of processing any prescription. This is not a new timeframe and has been in place for a number of years. Our reception team do take their responsibilities very seriously and always work with the best interests of our patients in mind. That said we welcome all feedback, both negative and positive that allows for investigation and improvement if needed. Kind regards Susan Trounce Practice Manager
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Review titled Great
Rated 5 stars out of 5
by James KM - Posted on 14 September 2022
Quickly seen. Lovely staff and doctors. Made a phone appointment initially and was called , with a face to face visit booked that day. No wait time. Thanks
Visited September 2022
Review titled Midway Surgery
Replied on 23 September 2022
Dear James Thank you so much for taking the time to leave such great comments. Its always nice to hear that our patients have had a good experience and your kind comments are a real boost to the morale of the practice staff. Best wishes Susan Trounce Practice Manager