Albany House Surgery

Call back system made booking easy

I don't often leave reviews, but today after hesitating to contact the surgery, I was pleasantly surprised by how smoothly things went. The telephone callback system is genuinely effective and I would recommend using it. The reception staff were helpful in taking my information and arranging for my concern to be reviewed by a clinician, resulting in an appointment being offered the next day. The appointment itself ran to schedule and I felt I had adequate time during the consultation. I'm grateful for the service received.

Hard to get through on the phone lines

When you do manage to see the clinician, they provide good care, but the appointment booking process is challenging. I was a significant number in the queue when I called right at opening time. By the time I got through, all available slots had been taken. This seemed surprising given the number of people ahead of me in the queue. I've decided to seek care elsewhere.

Friendly reception made the visit worthwhile

It's a medical practice.

Concerned about hygiene standards during blood test

When my blood was taken during a recent visit, I noticed that no alcohol wipes were used beforehand, which left me concerned about the sterility of the procedure.

Reception team arranged appointments promptly and professionally

I have been registered with this practice for over four years since relocating to the area. I have attended the surgery for minor health concerns on several occasions, but more recently have been able to work through some persistent issues that had been significantly impacting my daily life. Two clinicians at the practice, working independently, both helped create an environment where I felt comfortable discussing my concerns and provided guidance toward effective solutions. The positive changes I have experienced have been substantial, and I believe their support was instrumental in reversing the difficult situation I was facing. The reception staff demonstrated equal levels of respect and professionalism when handling the sensitive aspects of my case. Their communication and efficiency in arranging appointments was exceptional. Despite the considerable challenges currently affecting the health service, the care I received has been of the highest standard. Every member of staff I interacted with at this practice has demonstrated genuine dedication to their role and to the NHS. I am very grateful for the support provided.

Long waits and couldn't get appointments when needed

I have had an extremely negative experience with this practice spanning more than two decades regarding my mental health support. I also feel that a serious health condition affecting a family member was not identified in a timely manner, which I believe contributed to a tragic outcome. This has had a profound impact on my wellbeing. I have found the appointment system to be severely inadequate, with long waiting lists making it difficult to access care when needed. I would strongly recommend that anyone considering registering with this surgery explore alternative options elsewhere.

Registration process left me waiting weeks

Attempted to register as a new patient but did not receive a response within several weeks.

Staff listened and made me feel better

I've been attending this practice for approximately five years, having relocated from another region, and I must say the standard of care and service has been exceptional. It represents a significant improvement compared to my previous healthcare experiences elsewhere. Every member of the team, whether clinical or administrative, consistently demonstrates courtesy, patience and a genuine willingness to help. I recently had a remote consultation and found the clinician's approach and demeanor to be particularly reassuring, which positively impacted my wellbeing even before collecting my prescription. Despite the broader pressures facing the NHS, I believe this practice is delivering outstanding care. My sincere appreciation to everyone involved. 🥰

Helpful receptionists made booking easy

Wonderful experience with the clinical staff and very supportive front desk team!

Long phone queues and no appointments available

The staff were unhelpful, and the phone lines were extremely difficult to get through on. The wait times were frustrating. My wife, who was at an advanced stage of pregnancy, had to hold for an extended period only to be informed that no appointments were available. She subsequently attended another healthcare facility the following day where a serious condition was identified. This experience was disappointing.

Helpful staff made registration process smooth

Since registering at this practice, the service has been excellent. The clinical team and staff members are remarkably helpful and welcoming and deserve recognition for their efforts.

Friendly staff who actually listen to you

Recently relocated from another practice and I can genuinely say I'm delighted with the change. The reception team are considerate and supportive, and the clinical staff make a genuine effort to listen to what you have to say. During a recent appointment, the healthcare professional conducting the procedure was successful on the first go, which hasn't always been my experience elsewhere. I also found it much easier to secure an appointment here compared to my previous surgery. Overall, I'm very satisfied with my decision to switch practices and would recommend them highly.

Friendly staff who really listened and helped

The team here was exceptionally welcoming and supportive throughout my visit. I received excellent care that was both attentive and considerate, and I felt genuinely well looked after during my time at the practice.

Reception team made booking straightforward and easy

Excellent experience with both the front desk staff and clinical team. I would suggest this practice to others.

Long phone queues and dismissive reception staff

The reception staff interactions have been disappointing and left me feeling unheard. During consultations, I've felt that my concerns weren't fully listened to and that assumptions were made about my health rather than exploring my symptoms thoroughly. I've become reluctant to contact this practice due to these experiences. On a recent call, I waited an extended period without my call being answered, which added to my frustration. Based on my experiences, I would suggest exploring other healthcare providers in the area that may better meet your needs.

Long waits before they'll see you

The service fell short of expectations and was quite disappointing. It seemed as though one had to be in a very serious condition to receive adequate attention.

Couldn't get an appointment despite phoning early

The practice appears reluctant to offer appointments regardless of how promptly you contact them. The team can come across as unhelpful and tend to indicate they are unable to assist unless the matter qualifies as a genuine emergency. Their threshold for what constitutes an emergency seems quite high, and in such cases they direct patients to call emergency services instead. Overall, the experience felt rather ineffective.

Friendly reception made the visit pleasant

Positive experience overall 👍

Friendly reception staff made me feel welcome

Excellent group of staff members who are very friendly and pleasant.

Phone queue fills up within minutes of opening

Attempted to call the surgery this morning and joined the phone queue at 8.30am with over 30 people ahead. Within two minutes, a recorded message indicated that all routine appointments had been allocated and only emergency slots remained, suggesting very limited availability was being offered. This situation is concerning. I have also attempted to book appointments online as advertised, understanding that slots are released at 8.30am. However, no appointments have been available online despite trying at 8.20am, 8.30am on multiple days. I submitted an online request for a repeat prescription which was rejected because I had not requested it recently. This is one of several matters I am attempting to address. A cervical screening test is due, but I understand there is currently limited staffing for this service, with availability only on certain days and bookings extending well into the future. The practice does not appear to offer pre-bookable appointments, meaning the only way to secure an appointment is to call at 8.30am and hope to reach someone before slots fill. This raises questions about whether staffing levels may be contributing to these difficulties. I am also seeking a face-to-face appointment with a particular clinician, which seems unlikely to happen in the near future. The NHS and this practice need to take action to restore the service to its former standard. I hope that improvements will be made going forward.