Abbeyview Surgery

Can't reach reception when they're busy

This surgery used to be reliable, but that's no longer the case. It's become increasingly difficult to reach anyone by phone, with staff frequently unavailable. However, when visiting in person, it appears staff are sometimes not occupied with urgent tasks, yet calls still go unanswered.

Friendly reception staff, though appointments are tricky

While securing an appointment can sometimes prove challenging, we are able to obtain one through the online booking system. The reception team consistently demonstrates friendliness and helpfulness. The healthcare professionals I have encountered in person have been excellent and provided great support.

Impossible to book an appointment here

The practice consistently struggles with appointment availability, making it challenging to secure a consultation. Additionally, contacting the surgery by telephone proves difficult, even when attempting to reach them earlier in the day.

Repeated cancellations and impossible phone queues

When I initially registered at this practice, the service was excellent. However, the standard of care has deteriorated significantly in recent times. I have experienced three appointment cancellations within a single week, attributed to staff absences. This has resulted in having to wait between two to three weeks to secure my next available slot, and attempting to book appointments by phone during peak hours proves to be quite challenging. While I recognise that staff illness is unavoidable, having multiple clinicians unavailable simultaneously has been frustrating. I feel genuinely let down by this situation. Additionally, the notice given for these cancellations is often very short. On two occasions, I received a text notification just twenty minutes before my scheduled appointment time, which meant I was already en route or preparing to leave work to attend.

Phone lines impossible to get through on

We have been patients at this surgery for over ten years. In the early years, the service was excellent, with calls answered promptly and same-day appointments readily available. Unfortunately, the experience has deteriorated significantly. My spouse recently spent time in hospital following a series of falls and other health concerns. The surgery sent text messages indicating that hospital staff had requested blood tests and a follow-up appointment to review medications. Despite multiple attempts to contact the practice by phone, we were unable to get through. When we finally managed to reach someone via the automated system, we were told no appointments were available and that booking a callback was not possible, with the receptionist explaining they were unable to arrange this. We ultimately had to contact the out-of-hours service, who successfully arranged a callback for us. I have lost confidence in this practice, and the situation has only worsened since the new computer system was introduced, which was presumably intended to improve efficiency. This experience has created unnecessary stress and worry for us as patients. It feels frustrating that despite years of contributions, accessing basic healthcare services has become so difficult.

Couldn't get through on the phone

I was quite let down by the experience at this practice. The service fell well short of my expectations.

Phone system makes booking appointments difficult

I have resided in this area for many years and have never experienced such limited appointment availability. The telephone system is inadequate. When callbacks are provided, they arrive after considerable delays and suitable appointment slots remain unavailable.

Couldn't get through on the phone

Extremely disappointing experience. The practice appears to be expanding, which has resulted in increased patient numbers. Accessing appointments with a clinician has become difficult, and requested callbacks are frequently not received. I would consider switching to another provider if alternatives were available. Other local surgeries seem to manage their patient populations more effectively, and this practice should aim to do the same. The service has declined significantly, and I have lost trust in the practice.

Phone lines constantly busy and understaffed

The service provided has been disappointing, with staffing levels appearing insufficient, particularly at the front desk. Reaching the practice by telephone proves extremely difficult. Despite contributing substantially to the NHS over the past several years, the standard of care experienced has fallen well short of expectations.

Pharmacy staff went above and beyond

I have had a positive experience at this surgery since registering my young child. The clinical team has been accommodating when we have needed appointments, and I am particularly grateful to the pharmacy staff who have consistently demonstrated exceptional service, showing genuine care and taking initiative in their support.

Long waits make getting appointments difficult

The practice has significant issues with accessibility. I struggled to secure a timely appointment for my young child who needed medical attention, and the waiting times were extremely frustrating. The overall queue situation feels unmanageable, with appointment availability being a major problem. Additionally, I found the reception staff to be unhelpful and unwelcoming during my interactions with them.

Reception gave conflicting information repeatedly

The practice was previously excellent, but the standard of care has deteriorated significantly in recent times. During the festive period, a family member was left dealing with a serious infection without adequate support, and we received inconsistent information from reception staff on multiple occasions when seeking clarification. Additionally, my son's hearing loss in one ear was not treated as urgent despite a previous assessment elsewhere indicating a potentially serious underlying cause. This has been a source of considerable frustration and disappointment.

Impossible to reach reception or book appointments

Extremely disappointing and inadequate service. The majority of the time I am unable to reach reception to even join a queue for a callback. That's simply a receptionist call, not a medical one, just to clarify what the issue is….then if I manage to get into the queue for a receptionist callback, there are simply no slots available. These aren't even in-person consultations, merely telephone calls. I struggle to understand how accurate clinical assessments can be conducted over the phone. Following a hospital stay with imaging results indicating enlarged lymph nodes affecting both lungs, and requiring GP consultation regarding follow-up medication, care strategy, and future management, I cannot obtain an appointment to speak with a clinician. I could if I were willing to wait over a week for the next available bookable slot. Even providing sensitive medical background to reception staff makes no difference to receiving priority access. Their position is that their "hands are tied" and no additional appointments will be made available unless you navigate their severely limited callback system in the hope of being among the small number fortunate enough to receive a telephone consultation. This practice was previously very well organised and efficient, but following recent years is no longer meeting required standards. The recommendation would be for current patients to consider registering with an alternative practice.

Staff managing impossible patient numbers well

Wonderful team members who are working at full capacity throughout their shifts. The practice has experienced significant growth in its patient population, which has stretched resources considerably, yet the staff continue to deliver caring and professional support to everyone. ❤️

Repeated errors delayed my proper diagnosis

I found the care I received to be quite disappointing. Throughout my treatment, there were several issues that concerned me, including medication management during pregnancy and inconsistencies with test results that required follow-up calls to clarify. When I attended multiple appointments regarding ongoing digestive problems, I felt the approach taken did not adequately address my concerns, and I was offered treatment that I did not feel was appropriate for my symptoms. The initial referral to specialist services was made on a non-urgent basis with clinical notes that I felt may have influenced how my case was subsequently handled, resulting in a lengthy wait of around a year before being seen. Following a change of practice and a subsequent urgent referral, I was able to access diagnostic procedures more promptly and received a diagnosis that I believe should have been identified much earlier. I feel my condition could have been identified sooner with a different approach to my initial presentations. I would recommend considering a change of practice if you have similar concerns about your care.

Helpful doctor who really listens

I have had a positive experience with the medical staff at this practice. The clinicians have been consistently helpful and demonstrate a high standard of care. I would recommend this practice based on my interactions with the team.

Impossible to book an appointment here

I have been attempting to secure an appointment for several days without success. The telephone lines are consistently difficult to reach, and the online booking system through the NHS App appears to be unavailable. This is particularly frustrating given that the automated phone message directs patients to use the App for booking. The current appointment access arrangements leave me concerned about whether the practice is adequately serving patient needs.

Early morning queue felt welcoming and kind

I attended the morning surgery session today and overheard various complaints from other patients regarding their care experiences. However, I have found the practice to be consistently kind and approachable in my own dealings with them. From what I have observed, the staff make genuine efforts to assist patients despite operating with limited resources. The service here has been notably better compared to my previous practice in another region. It is true that appointment availability has reduced compared to earlier times, though this appears to be an ongoing situation. I believe patients could benefit from being more resourceful in managing their own healthcare needs. Some of the concerns raised by patients in the queue this morning, including one regarding an ear-related issue, might have been better addressed through alternative local healthcare services, depending on individual circumstances such as transport availability.

Couldn't get through on the phone at all

I attempted to contact the surgery multiple times throughout the day but was unable to reach anyone or join a telephone queue. I wondered whether there might have been a technical problem with their phone system, so I decided to visit in person. The receptionist apologised and acknowledged that the difficulty in getting through was regrettable, noting that this appears to be an increasingly common problem. I have been experiencing significant pain that is affecting my mobility. I was disappointed to find that the next available appointment is some days away. In my view, this waiting time is unacceptable, and I feel concerned that patients are being asked to manage their symptoms for such extended periods without timely access to care. I believe the practice should prioritise reducing these delays to better support patients who are experiencing discomfort.

Warm and thorough locum made real difference

Giving this rating to the locum staff member covering during the holiday period. It is unfortunate that they are not a permanent member of the team. I recently had a face to face appointment with them and found them to be warm, friendly, professional and very thorough. Their help and advice was extremely valuable. Thank you.