Ambrose Avenue Group Practice

Receptionist helped fit me in when needed

Had a very lovely experience during a recent appointment - I have significant anxiety around medical procedures and the healthcare professional I saw really helped to ease my concerns substantially! They've also been wonderfully accommodating in trying to arrange my appointments at times that work for me and have made efforts to fit me in when the reception team initially couldn't offer availability. 10/10 thank you for the excellent care.

Quick appointment and felt properly listened to

Having felt unwell over the previous week, I reached out to the practice. The entire experience from beginning to end was excellent. The clinical staff member who performed the diagnostic tests was exceptionally helpful and professional. Thank you to everyone involved for the outstanding care provided.

New booking system made things easier

The new system is excellent and I spoke with a member of staff who was very professional, friendly, understanding and supportive when discussing my mother's recent hospital visit and arranging a follow-up appointment to go over recent test results and clinical findings. Thank you.

Nurse took time to understand my situation

Had an appointment with a district nurse who provided excellent care. They took time to carefully review my medical background, gain a clear understanding of my situation, and discuss practical approaches to move forward in the most helpful way possible.

Quick response to health concerns this week

It is true that we often only leave reviews when things go wrong, but this week the local surgery has delivered an exceptional standard of care. Early on Monday morning I submitted an appointment request through the online system and received a call within 90 minutes offering me a same-day slot. Within 72 hours of that initial appointment, I had undergone the necessary tests, received confirmation messages about my results, and had a follow-up consultation to discuss the findings. The entire experience was remarkably efficient and thorough. I am very grateful to the surgery team for their excellent service and responsiveness throughout this process.

Reception staff were dismissive and unhelpful

The service provided was disappointing, and the reception experience fell short of expectations. Overall, this visit did not meet a satisfactory standard.

Parking situation needs urgent attention here

The parking situation around the premises presents a challenge. The nearby roads are marked with double yellow lines, making street parking unavailable. While an aerial view suggests a carpark facility exists on site, this appears to be restricted to staff use only.

Appointment wait time too long for infection

It took three days to secure an appointment for a throat-related concern. I found the experience unsatisfactory.

Struggling to book appointments here

Difficult to secure an appointment availability. The actual consultation experience is reasonably satisfactory when you do manage to be seen. The practice has experienced a noticeable decline in service quality. Phone lines are frequently unresponsive.

Emails sent but no response received

Quite disappointing overall! Multiple attempts to make contact went unanswered.

Practice ignored concerns after threatening complaint

A couple of weeks ago, a staff member indicated they would contact social services regarding our family's decision not to pursue hospital admission for imaging for our elderly relative who was receiving palliative care. We held the relevant legal authority to make decisions on their behalf. Following our written complaint about this distressing situation, we have not yet received a reply. Regrettably, our relative has since died.

Impossible to reach for test result consultation

I've been a patient at this practice for less than a week and I'm already considering switching surgeries. After having blood tests done, I was instructed to book a routine appointment to discuss the findings. I spent hours on hold only to be told that no appointments were available. I was asked to call back the following day to arrange a consultation about my results. When I rang back, I was again informed that there were no slots available that day. I'm frustrated because I simply need to access my test results. As someone who works long hours driving, I find it difficult to spend my mornings trying to get through on the phone. I'm disappointed that the practice doesn't offer the option of having a clinician contact me to go over the results instead.

Receptionists dismissive when raising mental health concerns

The clinical staff members are excellent when you are able to access appointments or consultations with them, however the primary concern relates to the reception team's approach, with particular individuals displaying dismissive and discourteous behaviour towards patients, including those presenting with mental health concerns. The complaints process is problematic, requiring patients to pursue responses, and when replies are eventually provided, there appears to be insufficient consideration given to patient welfare. Concerns raised about health matters and interpersonal interactions with staff members are not adequately addressed, with focus instead placed on technical communication barriers. This experience has been deeply unsatisfactory and further action is being considered.

Long phone queues and impossible appointment access

This practice has significant issues with accessibility. Obtaining an appointment is very difficult, and phone wait times are extremely long. While walk-in services are available, waiting periods can be substantial with no guarantee of being seen. The appointment booking system appears inflexible for those with caring responsibilities. The reception staff interactions have been unsatisfactory. I would recommend considering alternative practices before registering here.

Long wait and dismissive reception experience

Having to explain my health concerns to the reception staff in front of others after a lengthy wait and being informed that no appointments were available. This experience was frustrating and felt dismissive.

Appointment access difficult and inconvenient

The experience of booking appointments has become increasingly difficult. Staff members who lack the appropriate qualifications are now providing blood test result information, which feels inadequate. When seeking to see a doctor about a health concern, early morning attendance is required, necessitating travel from an area with limited public transport options in that direction. This arrangement feels unsatisfactory and there is a clear need for improved doctor availability at the surgery as soon as possible.

Prescription requests take far too long

This practice represents an exceptionally poor experience in terms of operational efficiency. The prescription handling appears to be particularly problematic, and using the associated pharmacy does not provide any advantage in processing speed. Following a request from a specialist for a medication prescription, multiple follow-up attempts were necessary over an extended period, yet the prescription remained unprocessed. The service falls significantly short of acceptable standards. The reviewer expresses frustration that a zero-star rating option is not available.

Never available when you need them

Terrible experience at this practice. Appointments are consistently unavailable, even when health concerns are communicated as urgent.

Long queues outside in all weathers

Patients, including those who are unwell, elderly, or accompanying children, may find themselves waiting outside in adverse weather conditions to secure an appointment. Arriving early in the morning does not guarantee a prompt consultation, with waits potentially extending several hours. This system presents challenges for those with work commitments or parenting responsibilities. Available appointment slots through advance booking can be limited, sometimes requiring waits of several weeks. The current appointment management approach feels inefficient for a medical practice, particularly given that the service previously operated to a higher standard.

Nearly three hours waiting for prescription support

I experienced significant difficulties obtaining prescribed medications, spending nearly three hours on hold for one prescription while facing uncooperateness regarding another, resulting in a prolonged chase spanning over five days to secure essential medicines. This situation felt critical to my wellbeing. After being a patient for many years, I decided to transfer elsewhere. I felt frustrated and unsupported during this process. I have managed a chronic health condition diagnosed in my twenties with considerable personal effort and lifestyle changes. I have maintained sobriety, quit smoking, lost weight, and stay active through daily exercise. Despite these efforts, I felt the practice did not acknowledge or value my commitment to my health management. When I raised concerns, I felt blamed rather than supported. I was particularly frustrated when held responsible for missing one appointment out of several scheduled within a short timeframe, especially when attendance at others resulted in additional appointments being made. Living with ongoing health challenges requires constant management and vigilance. I am pursuing multiple creative and educational interests, including music composition, writing, and further studies. I have achieved recognition in musical competitions and am working towards several qualifications. My aspiration is to accomplish meaningful things in my life and feel prepared for whatever the future holds, rather than having circumstances dictated by poor service coordination. The lack of engagement from the practice in understanding my situation and priorities, combined with the organisational failures in managing my prescriptions and appointments, felt dismissive of my determination to live fully and achieve my goals. I felt the practice did not recognise that I have much to live for and significant plans to fulfil. This experience prompted me to seek care elsewhere.