Abbeyview Surgery

Appalling practice

Probably the worst GP surgery in the UK. The phone system is an absolute joke. You are forced to sit through endless recorded options that feel designed to wear you down before you even join a queue. Then you sit in that queue for what feels like hours. When you finally get through, you are told you need to wait for a callback. If you are lucky, that callback might come. My wife is unwell. Today she could not get through at all. She was told to ring 111. She did. 111 told her she needed to speak to a GP and arranged for a doctor to call her back. By 6pm on Friday we had heard nothing. I rang the surgery and was told they had too many calls and would not be calling back until Monday. That means a genuinely unwell patient is left hanging all weekend. Accessing basic primary care should not feel like trying to win the lottery. It should not be this hard to speak to a doctor when someone is sick. Completely unacceptable.

Kind and attentive doctor who listens well

Well, if you had to be ill, then the clinician of choice in my opinion would be this particular doctor. Their bedside manner is beyond reproach. They are kind, caring and very knowledgeable. Thank you for your time.

Fast appointment when it mattered most

I recently experienced a health concern and have only positive feedback to share. The appointment was arranged promptly, and I was quickly referred to hospital for imaging investigations. The service provided was excellent, and I'm very grateful.

Staff took time to listen and explain clearly

⭐⭐⭐⭐⭐ Review – Abbeyview Surgery I would like to sincerely thank the pharmacy team member and the clinician I consulted for the exceptional professionalism, care, and support they have shown me. Both took the time to listen carefully, review my situation thoroughly, and ensure everything was handled properly and efficiently. The communication was clear, respectful, and reassuring throughout, and I felt genuinely supported rather than rushed or dismissed. Their approach was calm, well-organised, and patient-centred, and it made a significant difference to my confidence and peace of mind. It is clear that they take pride in doing things properly and looking after their patients. I am extremely grateful for the care I have received and would not hesitate to recommend Abbeyview Surgery based on this experience. Thank you both for going above and beyond.

Practice ignored court order requirements

The practice demonstrated concerning conduct that fell short of expected professional standards. There were issues with understanding and following specific legal requirements, which raised serious safeguarding concerns. The approach taken appeared to deviate from established procedures. This experience would not be recommended.

Went above and beyond with my case

Excellent service received during my visit with some particularly challenging circumstances. The team went above and beyond to provide assistance. Special thanks to the staff member who showed great determination and support throughout the process. Thank you.

Phone queues make appointments impossible to book

I have had an extremely frustrating experience with this surgery. Contacting reception is nearly impossible—either calls don't connect, or you spend considerable time waiting on hold. Because of this difficulty, I've often had to visit an alternative walk-in centre just to receive care. The clinical staff come across as dismissive and don't seem to listen properly, frequently opting to prescribe medication rather than investigating the root cause of problems. Following an accident, I experienced significant back pain, yet obtaining an appointment took two weeks. When I asked reception for guidance on what to do, I was advised to attend A&E if the situation was that serious. When I eventually saw a clinician, I was informed that a scan would be arranged. Upon checking my patient records later, nothing had been scheduled. I contacted reception to chase this up; they indicated they would get back to me but did not. My pharmacy even reached out to discuss stopping a particular medication, despite the surgery having made no real attempt to properly address my back issue. More recently, I experienced another problem with the same medication, which was recorded, yet the receptionist told me the clinician had said something different from what I distinctly recall being discussed. Overall, the surgery appears disorganized, dismissive, and unhelpful. The ongoing delays, breakdown in communication, and inadequate standard of care have made this experience extremely stressful.

Appointment slots don't match actual availability

Appointment slots are provided for telephone consultations, but there seems to be inconsistency in how these are managed. The experience involved waiting throughout the day without a clear indication of when contact would be made, which made it difficult to plan around the appointment. Additionally, some available slots appear to be offered outside of the surgery's stated opening hours, which raises questions about the practicality of the booking system. It feels as though the scheduling prioritises clinical staff availability over patient convenience.

Impossible to book an appointment online

Struggling to secure an appointment: This appears to be among the most challenging surgeries to access in the UK - the booking process feels unnecessarily complicated - the website directs you to book online but the system seems to trap you in a frustrating cycle with no genuine option to complete a booking... ...If you manage to reach someone outside regular hours they inform you that only same-day appointments are available but none remain, leaving you to attempt booking again the following day... It feels as though the practice may be relying on patients becoming discouraged or turning to emergency services instead, allowing them to maintain their patient list income without necessarily providing ongoing care.

Long wait times for urgent appointments available

Scheduled for the earliest available slot but was offered an appointment two weeks away. This feels unhelpful when experiencing current health concerns and needing prompt attention, particularly as this was just to arrange preliminary testing before any actual consultation could take place.

Impossible to reach during convenient calling hours

Extremely difficult to make contact with. There are now restricted times for ordering repeat medications, limited to a specific two-hour window when demand appears to be at its highest. The standard phone line frequently shows as unavailable. Update: There also appear to be issues with prescription management. One of my repeat medications has become unavailable to order until a date that seems inconsistent with when it was last dispensed and the stated repeat cycle. Unfortunately, I cannot reach anyone by telephone to discuss this matter. Update: The situation continues to be problematic. Phone lines are now closed during midday hours on a daily basis for staff activities, which is precisely when most working individuals would be able to call. I was also invited for a routine health review, but new restrictions have been placed on how frequently I can obtain one of my regular medications. If I need to order beyond the newly imposed limit, I must speak with someone to explain my requirement. Given the difficulty in reaching the practice, this creates a frustrating situation. I am very dissatisfied with the service provided.

Doctor raised concerns without offering clarity

I attended an appointment with my young child for a medical assessment. During the consultation, the clinician examined my child and suggested that the initial concern might not be the suspected condition, but indicated there could be something else instead. When I asked for clarification about what this alternative possibility might be, the clinician declined to discuss it further, stating they preferred not to speculate. This response left me feeling more anxious than before the appointment. I felt that raising a concern without providing any explanation or reassurance was unhelpful and increased my worry rather than addressing it.

Online appointment confirmed within twenty minutes

I recently relocated to the area and needed to find a new medical practice. The registration process at my local surgery was straightforward and hassle-free. After requesting an appointment through their online system, I received confirmation on my phone within approximately twenty minutes. The entire team at the practice made me feel welcome and at ease with their friendly and approachable manner. Following my consultation, I was promptly scheduled for a follow-up test about two weeks later. This experience has been among the best I've encountered at a medical practice in quite some time – the service was efficient, compassionate, and professional throughout. I feel fortunate to have access to such a well-run local practice.

Staff were genuinely helpful with my needs

Extremely satisfied with the helpful and supportive approach demonstrated by the team members.

Impossible to get appointments at this surgery

This practice has been very difficult to access, with consistent challenges in securing appointment slots. There also appear to be frequent staffing absences, which impacts availability for patients seeking care.

Supportive care when times got tough

This practice has provided me with excellent support during what have been very difficult periods, particularly given the pressures on local services. When I attend appointments, the staff genuinely assist me and demonstrate genuine concern, which has made a meaningful difference to my experience.

Promised appointment slot then told none available

I was running low on my antibiotics and was instructed to ring back at midday to arrange to see a clinician. When I called at the suggested time, I was informed that all available appointments had been filled and that no one could see me that day. Upon requesting a repeat prescription and explaining my need for the antibiotics, I was told that a GP would need to authorise this but that none were available for an appointment on that day. This has meant I need to wait until the following week for an appointment, or alternatively contact the out-of-hours service or attend a walk-in centre to obtain the antibiotics I require. I am concerned that this delay in receiving my medication could potentially allow my infection to progress and necessitate a stronger course of treatment.

Quick responses through online consultations

The healthcare provider here is much like any other, dealing with significant workload pressures and limited appointment availability. This isn't something they can control. They consistently demonstrate courtesy and make genuine efforts to assist patients within their constraints. The online consultation service is excellent and responses are provided promptly.

Quick appointments and supportive care for families

The team has consistently demonstrated helpfulness and we have felt well supported, particularly during our time managing care for our young child. Appointment availability has been convenient with minimal waiting times. We appreciate the service provided.

Long wait on phone for unhelpful answer

Spent a considerable amount of time on hold only to be directed elsewhere due to capacity constraints. It appears that some callers with minor concerns are able to secure appointments while others with more serious issues face difficulties obtaining slots.