Albany House Surgery

Online booking let down by poor call timing

Arranged a consultation through the online system and then waited an extended period for a telephone call. When the call eventually came through, it was significantly delayed from the scheduled time, and I happened to be unavailable at that moment. Unfortunately, there was no opportunity to reschedule. I subsequently attempted to contact the practice directly but found myself on hold for a considerable length of time, which was frustrating. This experience raises questions about whether basic healthcare access should be this complicated. Having observed how primary care operates in other countries, where patients can often be seen much more promptly, the current approach in the UK appears less efficient and seems to be deteriorating further. That said, the clinical staff themselves are courteous, supportive and fully engaged during consultations. The real challenge appears to stem from the underlying systems, processes and communication channels that govern how care is accessed, which collectively create an unnecessarily burdensome and inefficient experience for patients seeking primary healthcare.

Helpful advice and clear treatment guidance

Outstanding guidance and care provided.

Can't get an appointment when needed

I have never been able to secure an appointment at this practice. The process feels frustrating, as I am consistently told to ring back the following day, yet when I do manage to get through, there are no available slots. This has been a disappointing experience.

Reception staff were dismissive and unhelpful

Unsuitable for its intended function.

Struggling to reach the surgery by phone

I have been attempting to secure an appointment for an extended period without success. Today I spent considerable time on hold waiting to speak with someone, and despite being second in the queue, the wait was lengthy. The practice does not seem to provide the level of service it once did.

Hard to book an appointment here

Securing an appointment at this practice proves to be an exceptionally difficult task.

Easy to reach and responsive care team

Straightforward to contact, competent medical staff who respond promptly to enquiries

Reception team made me feel genuinely welcome

I'm very pleased with this practice. The reception staff are consistently helpful and welcoming. I believe the clinical team provide excellent care. I have attended appointments multiple times for myself and my family members, and the standard of care has always been high. I recently saw a new clinician for my young child, and they were very kind and patient with my child while taking time to explain things clearly to me. They are a real asset to the practice. I'm very satisfied that my family and I are registered here. Thank you.

Helpful team who really listened to me

The best medical professionals I have ever encountered, so helpful and kind, the entire team at this practice is fantastic. Thank you to all the staff members for their excellent care.

Prescription delays and unhelpful reception staff

It took more than two months and repeated follow-ups to obtain a straightforward medication request. The clinical staff have been pleasant when contact has been possible, though opportunities to speak with them are limited. The administrative and prescription handling teams appear to lack efficiency and adequate knowledge, and seem reluctant to provide assistance. There are concerns about reliability and accountability in these areas. Additional frustrations include: No availability during weekends, extended waiting times when calling, and nursing support being offered only on select weekdays. I am very dissatisfied and plan to register with another practice at the earliest opportunity. It is unfortunate that accessing competent medical professionals requires navigating such poor administrative support.

Staff went the extra mile to help

Excellent medical practice with consistently courteous and supportive staff members who demonstrate genuine commitment to assisting patients. The team regularly exceeds expectations in their care approach. Strongly recommended.

Smooth vaccine appointment and friendly staff

We had a wonderful experience receiving our vaccination at the practice. The entire team, including those assisting as volunteers, delivered an excellent service. Everyone demonstrated genuine commitment and dedication to their work, and we are very grateful for their efforts. Highly appreciated.

Helpful staff who took time to listen

The service at this practice is fantastic. On occasions when I have had any issues or health concerns, the clinical staff have gone above and beyond to address them and explain matters in a reassuring manner. I cannot thank the practice enough for the care provided. The knowledge and commitment demonstrated by all the doctors is excellent. Thank you.

Reception staff made booking straightforward and easy

What a fantastic surgery with very skilled healthcare professionals! My family and I wouldn't consider going anywhere else for our care. The clinical staff here are truly exceptional, with a rare combination of caring nature and meticulous attention to detail that is second to none. They have consistently been so helpful, kind and caring, and have always thoroughly investigated every health concern that my family and I have brought to them.