Abbey Road Surgery

Endless wait frustrates customer beyond reasonable limits

How can a customer service representative provide such inaccurate wait time estimates, repeatedly misleading me by first claiming a 12-minute hold, then revising it to 30 minutes just moments later?

Worst healthcare experience ever frustrating and ineffective

Terrible beyond words... impossible to make progress, and when you eventually get through, you're left waiting endlessly only to be informed there are zero available slots, even for pediatric cases. I've attempted this process three consecutive days, and then they wonder why emergency departments are overwhelmed. They desperately need to expand their workforce or completely overhaul their current approach - the current situation is genuinely life-threatening.

Smooth transition to a welcoming healthcare practice

I switched to this medical center after departing from my previous university clinic, and the front desk personnel were incredibly supportive in getting me registered. During my visit today, I found the waiting area comfortable and welcoming, and Nurse Gordon promptly attended to me with a warm and accommodating demeanor.

Amazing support from a true professional

just want to express my gratitude to anne for her incredible assistance 5 star.

Terrible service for a sick baby at abbey road surgery

I want to recount our distressing experience with this medical practice today. This morning, we contacted 111 because our 15-month-old son was unwell, displaying symptoms including reduced appetite, fever, and a persistent cough. They assisted us in scheduling a GP telephone consultation for 2.20pm and confirmed he needed an in-person examination. When 2.20pm arrived, predictably, no call was received. We reached out to the surgery at 3pm, only to be informed the appointment was actually set for 4.10pm. Shockingly, the doctor didn't call until 5.40pm, and their sole response was to suggest we book an in-person appointment the following morning! We essentially wasted seven hours from our initial 111 call, with no meaningful medical guidance for our potentially seriously ill child. This level of care is absolutely unacceptable, and unfortunately, it's not an isolated incident for this practice. I strongly suspect they might be exploiting the pandemic as a convenient excuse to avoid patient consultations, particularly for vulnerable patients like infants who cannot advocate for themselves. Abbey Road Surgery should be thoroughly ashamed of their service! Their approach practically pushes patients to seek emergency department care, which I suspect might be their underlying intention.

Frustrating healthcare experience with impossible appointments

Absolutely terrible service. Securing a consultation is practically impossible. You're forced to call just before opening hours, only to be greeted by an extensive Covid-19 recorded message. When attempting to book an appointment, you're immediately informed that all slots are filled. Upon visiting the clinic, there's virtually no one present - just a single patient in the waiting area. The NHS app indicates I'm overdue for a medication review, yet getting an appointment remains an insurmountable challenge.

Nightmare surgery with terrible customer support

What a nightmare of a medical procedure 😫 😩, Incredibly frustrating. Attempting to seek assistance feels like navigating through absolute misery. Seriously, customer service needs a complete overhaul - they're utterly ineffective.

Exceptional care and kindness from surgery staff

The front desk staff at this medical practice are truly exceptional, with absolutely no room for criticism. They consistently demonstrate incredible compassion and go above and beyond to ensure I and my kids can secure the necessary appointments. The physicians are fantastic!!! Every single one of them provides outstanding service without exception.