Amwell Surgery

Quick care when our baby's sick

We signed up with this medical practice at the start of the year, and our experience has been outstanding. Both the medical staff and physicians have been incredibly attentive to our needs, consistently scheduling appointments on the same day whenever our infant or our family members have been feeling under the weather. We extend our sincere appreciation to Amwell Surgery!

Uninterested doctors and unhelpful staff

I've been a patient here for several years, but I've only visited a few times. Most of the doctors seem disengaged and poor at communication, and the front desk staff are equally indifferent. I can't attribute this to COVID since the attitude was the same before the pandemic, and now that it's supposedly over, nothing has changed. Scheduling a standard appointment is incredibly challenging - you might wait up to two weeks before getting an actual consultation. I'm considering switching practices, though I'm skeptical whether another medical office would be any more responsive or caring 🤷‍♀️

Frustrating phone support during weekend illness

Phone support is impossible to reach, spent the entire weekend suffering, and I'm completely defeated and exhausted from trying to get help.

Long wait drains hope for healthcare help

The employees are fantastic, but like many NHS services during the pandemic, they're clearly overwhelmed. There's a noticeable shortage of personnel, medical professionals, and mental health resources, though they're genuinely trying their hardest. Being 27th in line just to schedule an appointment is completely unacceptable and represents a significant misuse of my valuable time.

Frustrating phone service every single time

Every time I attempt to contact customer service, I'm consistently met with a busy signal.

Frustrating phone wait for toddler's appointment

I spent nearly half an hour on hold attempting to schedule a medical visit for my toddler, only to discover they're exclusively offering telehealth consultations. How on earth can medical professionals properly assess and assist a young, unwell child through a phone call?! This situation has become completely absurd and unacceptable.

Terrible customer support nightmare

Absolutely terrible customer service - they consistently ignore phone calls and email inquiries, leaving customers completely frustrated and unheard. Completely unacceptable.

Long wait ruined my whole experience

Extremely let down by the medical practice's level of care. The personnel come across as dismissive, and attempting to schedule an appointment is a frustrating ordeal with consistently lengthy phone wait times. On one particularly aggravating instance, I was left holding the line for three-quarters of an hour!

Endless phone wait drove us crazy

Utterly dissatisfied with this medical practice's level of care. The staff demonstrate a dismissive attitude, and every time my wife attempts to schedule an appointment, she encounters excessively long telephone wait times - on one specific instance, she was left hanging for a staggering 45 minutes before anyone responded. When seeking emergency appointments, she was simply informed that the surgery was closed and instructed to call back at 2:00 PM!! I refuse to accept any excuses related to COVID-19 for such unprofessional conduct. I am sharing this complaint on my wife's behalf.

Slow support drives me crazy

Getting help or resolving problems with this company is an incredibly time-consuming and frustrating process that seems to drag on forever.

Caring gp surgery through thick and thin

I've been a patient here for four decades, and in my view, they provide excellent guidance and assistance. The reception can seem a bit overwhelmed, as lengthy phone wait times are standard - I've personally given up after half an hour on hold, though I attribute this to COVID-related challenges, which likely affect most busy NHS practices. Let's maintain perspective and appreciate that they're fundamentally here to help ❤️, rather than directing frustration at the frontline staff who are constrained by inadequate government support preventing them from hiring additional reception personnel. They're simply limited in how many calls they can handle and patients they can see. We should genuinely support NHS workers and not take their critical service for granted. To those with minor complaints about the surgery, perhaps consider exploring private healthcare options and alleviating some pressure on the NHS. 🤷‍♂️

Frustrating wait for cash-only paperwork

I've awarded 4 stars as the medical professionals are excellent, but the reception staff are problematic. Today, I arrived to collect paperwork after a text notification about a charge. I waited outside in sweltering heat with no seating available. Given my back issues, mobility challenges, and circulation problems, a seat would have been appreciated, but none was offered. Eventually, staff emerged to assist those waiting. When my turn came, I explained I was collecting paperwork. After an initial interaction, she disappeared for 5 minutes. Upon returning, she mentioned a charge. When I tried to pay by card, I was shocked to learn they only accept cash. The receptionist dismissively suggested a cashpoint down the road, completely disregarding my mobility limitations and why I wasn't informed about cash-only payment beforehand. I reluctantly retrieved cash, returned, and waited another 5 minutes. She then insisted on immediate payment before handing over documents, then disappeared again to "sign off the money" - causing a further 10-minute delay. Upon checking, the paperwork was incomplete, necessitating another phone call and potential repeat of this frustrating process. I expressed my frustration (without shouting) at such inefficient service. The entire system shows zero consideration for patients - many of whom are unwell, elderly, or accompanying young children. Despite Covid explanations, other facilities manage far more sensible, compassionate queuing and service protocols.

Finally found a caring gp surgery

I'm truly grateful for switching to this medical practice. The front desk staff are wonderfully warm, compassionate, and genuinely attentive to patients' needs. My assigned respiratory nurse is equally empathetic and takes my concerns seriously. Despite living with asthma for over two and a half decades, this practice has quickly developed a comprehensive management strategy that my previous healthcare provider never managed to achieve.

Desperate for real medical help

Utterly appalling healthcare experience. Completely denied an in-person medical examination with proper physical assessment and vital sign checks, irrespective of my symptoms. Dismissed with a self-testing kit, left waiting anxiously for a week's worth of results while my condition deteriorates. I'm now on the verge of heading to the emergency department just to receive some genuine medical attention.

Horrible phone service from start to finish

After submitting an online treatment request form, I received a voicemail asking me to return their call. I promptly called back within minutes. A different receptionist handled the call, refused to connect me with the original caller, and aggressively insisted I shouldn't have contacted them while simultaneously making it impossible to comprehend her rapid-fire questions. Her demeanor was hostile and condescending. As a result, I have since switched my primary care provider. I absolutely cannot recommend their services to anyone.

Friendly doctors made my checkup smooth

The personnel here are exceptional, and every physician is top-notch 👍

Helen was incredibly kind and caring

The front desk personnel were incredibly accommodating during my visit, and the nurse I encountered—Helen—was truly outstanding. She demonstrated remarkable compassion, dependability, and genuine care. My sincere appreciation goes out to Amwell Surgery.

Frustrating appointment process after 30 years

Scheduling a medical consultation is an incredibly anxiety-inducing process, especially when you're already feeling unwell !!!!! We've been loyal patients at this clinic for over three decades, and the quality of service has consistently deteriorated over time. The front desk personnel provide conflicting information, and their digital appointment booking platform is utterly ineffective and unreliable.

Friendly team made my day

Incredibly helpful and responsive employees who go above and beyond to provide excellent service

Confused by conflicting medical advice

Absolutely abysmal healthcare experience. The physicians provide fragmented, inconsistent medical guidance, and when you try to clarify with the front desk staff, they contradict the doctors' statements entirely, leaving patients confused and frustrated.