Maltings Surgery - Ratings and reviews
Reviews
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Review titled Lack of professionalism and service from front of house team
Rated 1 star out of 5
by Anonymous - Posted on 11 March 2024
I recently interacted with your Maltings GP Surgery and felt compelled to share my contrasting experiences. Initially, I submitted an online form on March 8th, seeking assistance due to my pregnancy and wanted to highlight my medical history. Unfortunately, I received no response, prompting me to resubmit the form on March 11th. Following this, I encountered a series of issues with the communication process. I opted for a phone call, only to receive a text message in response. Upon finally connecting with a receptionist after a prolonged 52-minute wait, I was disheartened by her condescending attitude, which left me feeling upset and stressed. As a newly registered patient, I expected a certain level of care and diligence, especially considering my first pregnancy and medical history which I wanted to discuss. However, the receptionist dismissed the need for a doctor's appointment, stating that pregnancy tests are highly accurate and advising me to wait until the 12th week. Contrastingly, the doctor quickly followed up, who I presume is busier than the receptionist, promptly returned my call and demonstrated exceptional professionalism. He calmly and thoroughly advised me on the necessary steps, leaving me well-informed and reassured. My confusion arises from the disparity in service between the front-of-house team and medical professionals like the doctor. Despite receptionists claims of difficulty hearing me, the doctor experienced no such issues. I hope that my feedback is taken seriously, and appropriate measures are implemented to ensure consistency in professionalism and service quality across all levels of your healthcare facility. While I understand that everyone has their off days, the level of service I encountered during my recent interaction left me questioning whether it may be attributed to complancency, a potential lack of passion for the role, insufficient training, or perhaps simply a challenging day for the receptionist. Regardless of the cause, I must express my concern over the unacceptably rude behaviour exhibited during my encounter. Front-of-house interactions are crucial as they serve as the initial point of contact for patients. Unfortunately, my experience did not align with the friendly and professional atmosphere one should receive in a healthcare setting. I believe in the importance of constructive feedback, and I hope this note is received in that spirit. Addressing these concerns may contribute to an improved overall experience for patients and improve the reputation of your esteemed healthcare facility.
Visited March 2024
Review titled Maltings Surgery
Replied on 21 March 2024
Dear Patient, We are sorry that the service you received was not up to the standard you expected on this occasion. We take complaints seriously and as such would be happy to look into the matter in more detail. All of our calls are recorded for these purposes. Please let us know if you are happy for us to proceed by contacting us online via our website or on the phone. Kind regards Lucy - Maltings Team
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Review titled Kudos
Rated 3 stars out of 5
by Edward Cabrera - Posted on 06 January 2024
My most recent experience with the Maltings Surgery was entirely positive. From my initial online request right through to my consultation (on the same day as my initial request) I was impressed by the consideration and professionalism shown by all. The GP who dealt with me was kind and understanding. The reception staff member was friendly and helpful. With so much negativity in the air these days about GP experiences I feel it is important to give credit where it’s due. So a big thank you. I do have a concern about online only booking systems in general. I realise that these exist out of necessity and, from a purely personal perspective, they work fine. However, I do have deep concerns about accessibility for patients who may not feel confident using online services or who may not even have online access. I am aware that a telephone based workaround exists for these individuals but I wonder how actively this is promoted. Again, a big thank you and kudos to you all.
Visited December 2023
Maltings Surgery has not yet replied.
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Review titled Online bookings
Rated 5 stars out of 5
by Linda - Posted on 08 November 2023
I love the new booking system! No hanging on the phone for ages and I was given a number of date/time slots to choose from. Simple.
Visited November 2023
Review titled Maltings Surgery
Replied on 09 November 2023
Dear Linda, Thank you for your feedback. It is great to hear that the online booking system that we launched back in January this year works well for you. We wanted to create a system that meant our patients could easily access our services and also receive same day responses. Feedback like yours shows the whole team that are achieving the goal we set out. Thank you again for taking the time to share your valued feedback. Best wishes, Lucy - Maltings Team
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Review titled What a Transformation
Rated 5 stars out of 5
by AlanB - Posted on 07 November 2023
1. Effective Triage - urgent cases are prioritised; 2. On the day appointments where clinically necessary; 3. Easy "digital first" access to services; 4. Additional services through PCN staff. What's not to like!!!! Whilst triage optimises scarce resources, digital first means non-urgent requirements are dealt with effectively. Thank you
Visited October 2023
Review titled Maltings Surgery
Replied on 09 November 2023
Dear AlanB, Thank you for your valued feedback. We are so pleased to hear that the booking system we launched back in January this year has been working well for you. The whole team have worked very hard to ensure our system would provide easy access for our patients with quick responses. Feedback like yours reinforces that our patients are happy with the service we provide for them which is something all our team strive to achieve. The whole team will appreciate hearing your supportive comments. Thank you again for taking the time to share your valued feedback. Best wishes, Lucy - Maltings Team
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Review titled Super efficient and super professional
Rated 5 stars out of 5
by Gary C Chambers - Posted on 22 July 2023
I have had reason to use the Maltings GP surgery on two occasions this past week and was very, very impressed with the service I received. The online appointment system is really working well. On Tuesday, I used the system to explain my problem and received a phone call in under 5 minutes informing me that I had been given an appointment at St Albans City Hospital that same morning. On Friday, I again used the online system and was seen by a paramedic practitioner the same morning. The paramedic was incredibly helpful, gave me a thorough examination and prescribed me exactly the medication that I needed. This surgery is going from strength to strength!
Visited July 2023
Review titled Maltings Surgery
Replied on 28 July 2023
Hi Gary, We are so pleased to hear that you have had such a positive experience of using our new system that we implemented in January this year. The whole team will be so pleased to hear your supportive comments. Thank you for taking the time to share your thoughts. Best wishes, Lucy - Maltings Team
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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