Abbey Road Surgery

Phone queue waits make appointments impossible

I have been a patient here for many years and feel the service has deteriorated significantly. The appointment booking process is particularly frustrating. When I attempted to call, I waited for 15 minutes while the queue showed 18 people ahead of me. When my call was finally answered, it was disconnected almost immediately. My subsequent attempt to reach the practice resulted in an automated message advising me to call back at a later time. I also tried using the online booking system, but was informed that messages would not be reviewed for 2 days. This extended response time and difficulty accessing appointments represents a disappointing decline in the level of service I have come to expect.

Helpful staff who actually listen

Excellent medical professionals. Consistently supportive and approachable.

Receptionist arranged appointment quickly and kindly

Consistently excellent care and support throughout my experience. When I requested an appointment, the receptionist at the desk was remarkably supportive and secured one for me promptly, demonstrating genuine warmth and helpfulness. Upon arriving at the surgery, I was greeted by another receptionist who proved equally professional and accommodating. The clinician I consulted with displayed considerable helpfulness, professionalism and compassion. I have previously attended appointments with clinical staff members who have similarly provided outstanding care. I remain very satisfied with this practice, having been a patient here for a considerable period. It appears that a previous positive review I submitted was not made publicly visible, which I only discovered when attempting to submit another complimentary review today following another visit where I received outstanding service. It is regrettable that the review platform declined to publish positive feedback without apparent justification. I wish to reiterate the consistently excellent standard of care and service I have experienced at this practice, most recently today.

Reception staff were polite and helpful

The practice seems to make an effort to deliver service that is both helpful and polite.

Reception staff made waiting times worse

The reception team presented obstacles to accessing care, and the waiting times were frustratingly long. Additionally, there has been frequent turnover among the medical staff. Despite my lengthy association with this practice, the standard of service has noticeably declined. The updated facilities do not compensate for the deterioration in the quality of care provided.