Abbeyview Surgery

Phone queues made appointment access impossible

Contacted the practice on a day in May regarding a severe and painful ear infection. Was positioned far back in the call queue. Received a callback indicating no appointments were available and was advised to try again the following day. Attempted to book through the online system, but the earliest available slot was several weeks away. Called back the next morning as instructed and was again placed in a lengthy queue. The call disconnected and there was a delay before being able to reconnect. When finally reached again, was informed that no appointments could be offered and was directed to attend hospital instead. This approach felt unhelpful given the proximity of the practice to home and the significant distance to the nearest hospital, combined with work commitments. The overall experience with accessing timely care fell short of expectations.

Online booking failed, phone queue chaos

Attempted to book an appointment through the online system and was given a date in mid-June. Called at the opening time of 8am and initially found myself fourth in the queue, but the line disconnected. When trying to ring back immediately, the number appeared unrecognised for multiple attempts, with a message indicating an incorrect number had been dialled. After eventually reconnecting, the queue position had increased significantly. The experience felt frustrating. Additionally, when appointments are secured, face-to-face consultations with a clinician do not appear to be readily available.

Staff handled repeat medications promptly and courteously

I understand that GP services have received considerable criticism recently, but I have consistently had positive experiences at this practice. From what I've encountered personally, the team members are consistently courteous and handle ongoing medication requests efficiently. I would also like to highlight how professional it was when a staff member took the time to contact me to apologise for a system error, and then went further by discussing my medications over the phone and arranging a follow-up appointment for me. When I compare this to other practices I have attended previously, this surgery stands out as maintaining high standards despite the current pressures facing general practice.

Phone booking system isn't working properly

What was once a highly regarded practice has deteriorated significantly, with fundamental services now failing to function properly. Telephone appointments have become impossible to book regardless of when you try to call. The callback system, which requires pressing a specific option to request a call back and secure your place in the queue, appears to be non-functional. Throughout this year, I have been directed to walk-in centres repeatedly when trying to get my children seen by the practice during illness, with staff consistently suggesting this alternative rather than offering appointments. I am unable to reach anyone to request prescription renewals, and despite being registered, the practice's online portal does not work. Where is the primary care? The system feels broken, and those of us who should be able to access initial care at this level cannot, which only places greater strain on emergency and walk-in services that are already overwhelmed and struggling to cope with demand. I am deeply disappointed to leave this review. While I recognise this may be a widespread issue across the country, I remain genuinely concerned that my family and I cannot access the fundamental healthcare and support we require and contribute towards through our taxes. The situation feels unsustainable.

Frustrating to get through on the phone

My time at this practice was disappointing and left me feeling quite frustrated. The overall service fell short of what I would have hoped for.

Online booking system leaves you waiting weeks

Extremely disappointing experience. Despite attempting to book through the online system and requesting a pre-scheduled telephone consultation, I faced significant delays in securing an appointment. Once medication was prescribed via phone, I had to follow up the subsequent day at 10:30am, spending 50 minutes on hold before finally connecting. I was then informed that the pharmacy had not yet received the prescription. When I called back at 4pm, the pharmacy still had not obtained the script from the surgery. The entire process felt disorganised and inefficient, resulting in multiple unnecessary phone calls and wasted time. The overall service fell well short of expectations.

Staff really listened and took time

Having experienced several medical practices throughout my life, this surgery stands out significantly from what I've encountered previously. The team demonstrates exceptional compassion and dedication. Considering the well-documented challenges within the NHS regarding workforce issues, it is particularly remarkable that such a high calibre of care is maintained. I'm genuinely grateful for the service provided.

Friendly team made me feel welcome

Excellent medical practice. Undoubtedly the finest group of professionals I have encountered at a GP surgery. I feel fortunate to have access to such a high-quality healthcare facility in my local area.

Quick appointment booking made easy

Prompt, streamlined and secure.

Rural practice with genuinely caring professionals

The finest standard of care I have experienced in general practice within the NHS. The clinical team and support staff demonstrate genuine professionalism, dedication, and compassion. I feel fortunate to be registered at this rural practice.

Long-term patient with reliable care

I have been a patient at this practice for over a decade now 👍

Friendly staff who genuinely care about patients

A truly wonderful practice. The entire team is exceptionally welcoming and helpful. Nothing seems like an inconvenience. They're equally excellent with family members. Being a patient here is genuinely fortunate.

Much improved surgery with caring staff

This practice has shown considerable improvement throughout my time as a patient. The care I have experienced from everyone involved has been excellent, and it is clear why this surgery has received recognition and accolades in recent years.

Receptionist went the extra mile with results

I have just spoken to a receptionist to get some test results and she was extremely helpful. There are three clinicians at the surgery whom I trust; they are all very thorough, understanding, supportive and actually listen to what you're saying before forming an opinion about the reason for your visit. I wouldn't hesitate in recommending them to other patients.