Albany House Surgery

Supportive staff helped through difficult times

I have been a patient at this surgery since relocating to the area approximately a year and a half ago. Throughout my time here, I have consistently experienced helpfulness and compassion from all members of the team. Over the past year in particular, the staff have provided exceptional support and assistance during a challenging period of health management and ongoing care. I am very grateful for the level of service provided and would rate this practice highly, both for myself and my family.

Reception staff were genuinely helpful and pleasant

I have been a patient at this practice for the majority of my life, and my family members have also been registered here for many years. Throughout this time, I have consistently been treated with great respect and consideration. The practice has been there for me through various health matters and has always provided the support I needed. The reception staff have been particularly helpful and pleasant, and all clinical staff have made me feel comfortable and at ease, taking time to explain things clearly. I am very grateful for the care I have received.

Caring staff who listen and understand

The clinicians at this practice are genuinely excellent and demonstrate real care, and the administrative team are equally supportive and helpful. Appointment availability is something that causes frustration from time to time, as it does everywhere, but I haven't encountered anyone who speaks positively about their own practice in this regard. This appears to be a widespread challenge affecting services generally at present.

Long phone queue and no routine appointments available

I have decided to leave this practice due to a lack of confidence in their service. My experience today was very disappointing: I spent an hour and a half waiting in the phone queue. When I finally got through, I was told there were no appointments available that day. I then asked about booking a routine appointment, but was informed they were not scheduling those. I requested that a message be passed to a clinician regarding urgent referrals I needed. They called back to say the clinician would not proceed with the referrals and wanted me to attend an appointment first. When I asked to book one, I was told once again that routine appointments were not being offered. This left me in a frustrating position with no clear way forward. I live with a health condition that causes me significant daily pain, and I cannot even secure a doctor's appointment. While the clinical staff are competent when you do manage to get seen, the appointment access system is not working for my needs.

Helpful staff despite tricky phone access

Apart from a two year period when I was outside the practice area, I have found this surgery to be excellent. The clinical staff demonstrate genuine compassion in their approach, and while telephone access can occasionally be challenging, the team consistently provides helpful support and delivers a high standard of care.

Appointment access became impossible to manage

I recently decided to leave this practice as my confidence in their care had diminished. In previous years, I would have given them the highest rating. The clinical staff were previously outstanding. Regrettably, several highly skilled practitioners have departed and the service has deteriorated significantly. When attempting to arrange an appointment for my spouse last year, I encountered considerable difficulty obtaining availability, spending two weeks making repeated calls before eventually being offered a telephone consultation instead. This remote appointment resulted in what I believe was an incorrect assessment, and my spouse passed away six weeks afterwards.

Phone lines busy but staff genuinely helpful

We have tremendous respect for this practice. The clinical team members are exceptionally knowledgeable and demonstrate genuine care towards their patients, responding promptly to any issues or anxieties that arise. While there have been occasions when it has taken some time to get through on the phone, once contact is made the team makes every effort to provide assistance. We find it puzzling that the practice receives such modest ratings given the quality of service we have experienced.

Reassured by attentive care and guidance

I feel genuinely reassured to have access to this excellent practice. The clinical team has demonstrated considerable skill in managing my health concerns throughout the past year and has guided me effectively through the process of undergoing investigations and specialist appointments. I am truly grateful for their support.

Caring practice with helpful reception staff navigating NHS services

Our family has consistently benefited from high-quality care at this practice. The clinical team demonstrates excellent diagnostic abilities and a genuine commitment to patient wellbeing. We are grateful for the timely identification of significant health concerns and the efficient referrals to specialist services that followed. Consultations are available through both telephone and in-person options, with bookings made through the standard appointment line during morning hours. The demand for appointments reflects the practice's reputation, and the administrative team has consistently assisted us in managing the various aspects of NHS healthcare.

Practice struggles with appointment availability

A couple of clinicians demonstrate thoroughness, but regrettably the practice as a whole falls short of expectations. The organisation appears poorly managed. Obtaining an appointment is extremely difficult unless your condition is considered urgent. Symptoms that warrant investigation and could indicate more serious underlying issues tend to be dismissed, as do complaints about matters that significantly impact daily wellbeing.

Long-term patient with consistent reliable support

I have been a patient at this practice for the majority of my life and have consistently experienced no issues, receiving outstanding care throughout my time here.

Long phone queues make getting through difficult

Extremely difficult to reach anyone or secure an appointment. Attempted to contact regarding test outcomes and after waiting 58 minutes while second in the queue, the call was dropped. Called again and remained second in the queue, waiting a further 47 minutes before an automated message indicated the results line had closed for the day. Tried once more to reach reception staff, positioned sixth in the queue, and after 25 minutes on hold with no progress in my position, I decided to stop trying. The team members are pleasant when appointments are successfully obtained, but unfortunately securing one in the first place feels nearly impossible.

Reception staff unhelpful and unwilling to assist

I have been a patient at this practice for quite some time, and I have noticed a significant decline in the quality of service recently. There is a receptionist whose demeanor comes across as unwelcoming and dismissive, and the overall helpfulness of staff members appears to have diminished. I observed what appeared to be a concerning situation where a patient in need of urgent attention was given an appointment several weeks in the future rather than being seen promptly. This approach to patient care seems inconsistent with the compassionate approach one would expect from a healthcare setting. Additionally, I was previously informed that an exception could be made for a family member's routine appointment despite living outside the practice area, as it was deemed important. However, this commitment was later withdrawn, and I was subsequently told the practice could no longer assist. What would have been a brief appointment has now become a source of considerable frustration and stress, as I was given assurance weeks earlier that this would be accommodated. Being given a commitment and then having it reversed has left me in a difficult position during an already challenging time. I would not feel confident recommending this practice to others. It is disappointing when healthcare providers do not demonstrate the level of care and support that patients deserve.

Decided to find a different practice

I decided to switch to a different practice. That says it all!

Staff made me feel at ease immediately

I cannot speak highly enough of my experience at this surgery! From the moment I arrived, I was greeted by friendly and welcoming staff who helped me feel comfortable. The facility is clean, modern and well-maintained, and the clinical team are knowledgeable, professional and compassionate. On each occasion I have attended, I was seen without significant delay, and my health concerns were listened to and handled with genuine care and consideration. The clinicians take time to explain matters clearly, and I always leave feeling reassured and confident in their approach. What I particularly value about this practice is their commitment to going the extra mile for patients. They provide a comprehensive range of services, including preventative care, health assessments, and support for wellbeing, and the team are consistently available to offer advice and guidance. Overall, I would say this is one of the best medical practices I have experienced. The team are excellent, and I feel fortunate to have access to such quality care. If you are seeking a practice that prioritises patient care, this would be a good choice.

Reception staff were unhelpful and dismissive

Genuinely one of the worst GP surgeries I have ever dealt with. I would not recommend using them. The reception staff come across as unwelcoming. There are ongoing issues with the repeat prescription system. Appointment availability is extremely limited. It is disappointing because the clinical staff are genuinely pleasant. However, everything else about the service falls significantly short.

Long waits on phone, no appointments available

I contacted the surgery to arrange a standard appointment and was advised to call back the following day as there were no slots available. When I rang the next morning after a lengthy wait, I was told appointments were still not accessible. I was instructed to try again in a couple of days when additional clinicians would be present, but following another extended hold time, I was informed that no further availability existed. Upon asking how to secure a routine appointment, I was simply told to ring once more. I requested to speak with someone in a supervisory position, and was assured that a senior member of the clinical team would contact me. This occurred five days ago and I have not yet received a call. I have been a patient at this practice for many years and feel the standard of service has deteriorated significantly.

Long waits on the phone queue frustrate

This practice was previously excellent in the area. I recently waited 39 minutes on hold despite being at the front of the queue. Obtaining appointments has become increasingly difficult, with instructions to call early the following morning, though when I did so I found myself far back in the queue with no availability remaining. I'm disappointed by the significant decline in service standards at what was once a highly regarded practice. I'm struggling to understand what has caused such a notable change.

GPs actually listen and take children seriously

I believe it is unfair for other reviewers to rate this GP practice negatively for systemic issues that extend beyond the practice itself within the broader healthcare system. After relocating my family to this practice following a move to Worcester, I have found it to be a marked improvement. My children had experienced longstanding health concerns that were previously managed with minimal engagement and various explanations by their former surgery in Bromsgrove. This practice has provided a refreshing change: the clinicians are attentive, they take initiative, and we now have clear management strategies for each child's health matters. Admittedly, securing an appointment can occasionally be challenging (though most of the time I experience no difficulty). Similarly, telephone queues can be lengthy at times. However, I would encourage patients who have concerns to consider their alternatives, as based on my own experience, other options may prove considerably less satisfactory.

Repeat prescriptions consistently incomplete and long waits

Requested a repeat prescription, and for the second time in recent months a significant portion of the order was not included. I have spent considerable time on hold trying to resolve the missing items from my prescription. I have been a patient at this practice for many decades, but over the past year and a half I have noticed a considerable decline in the standard of service. Very disappointing.