Grange Street Surgery
2 Grange Street, St Albans, Herts AL3 5NF

Practice

Annual Practice Report

Download our 2013 Annual Practice Report.

Statement of Purpose

Download Grange Street Surgery Statement of Purpose.

Information from the Care Quality Commission

Access

We have ground floor access and facilities at the surgery for disabled patients. If you have difficulty with the stairs tell the receptionist when making an appointment and we will arrange for your doctor to see you downstairs.

Parking at the Practice

Please be aware that there are only 9 patient parking spaces available at the practice.

Patients can park in the surrounding roads, in identified bays. A parking voucher would need to be displayed in the car window.
These vouchers are available to purchase from The Parking Shop behind BHS, in St Peters Street, St Albans.

Please Note - The practice does not have additional land to expand the car park.

If you move or change your telephone number

Please inform us so that your records may be updated. If you move out of the practice area you will need to transfer to a practice which covers your new area. Our receptionists will help you with queries about the Practice area.

Practice Complaints Procedure

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned.  If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible - ideally, within a matter of days or at most a few weeks - because this will enable us to establish what happened more easily.

Complaints should be addressed to the Practice Manager or any of the doctors. It will be a great help if you are as specific as possible about your enquiries.

What we shall do

We shall acknowledge your complaint within two working days and aim to have looked into your complaint within ten working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved.

When we look into your complaint, we shall aim to:

  • Find out what happened and what went wrong
  • Make it possible for you to discuss the problem with those concerned, if you would like this
  • Make sure you receive an apology, where this is appropriate
  • Identify what we can do to make sure the problem doesn’t happen again

Complaining on behalf of someone else

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note sighed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

Complaining to Herts Valley Clinical Commissioning Group

We hope that, if you have a problem, you will use our Practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practices. But this does not affect your right to approach the Herts Valley Clinical Commissioning Group, Charter House, Parkway, Welwyn Garden City, Herts, AL8 6JL if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigations.

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Non-NHS Services

Some certificates, letters or reports you may need are not paid for by the NHS. Only cash is accepted for payment, made before receiving the service.

Please ask our receptionist for details of the charges we make.

Private Patients

We make special arrangements for private patients.  Please ask for our Private Patients leaflet.

Summary Care Record

A Summary Care Record is an electronic record which contains information about the medicines you take, allergies you suffer from and any bad reactions to medicines you have had.

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