Ashburn Medical Centre

Friendly staff who really listen and care

The staff at this practice are wonderful! Nothing seems to be too much trouble, and their helpful and friendly demeanor really makes me feel better when I visit them!

Reception refused to help during difficult time

I experienced poor customer service at reception. I called in the morning to follow up on an administrative form related to a recent bereavement in my family. After selecting an option for appointments, the receptionist declined to assist me. When I explained the sensitive circumstances surrounding my situation, I was told help would only be available later in the day due to anticipated call volumes, despite my having reached someone immediately when I called. This response felt dismissive and lacked compassion during an already difficult time. I felt that a brief check of the relevant records would have taken minimal effort and would have been the considerate approach given the circumstances. I believe the reception staff would benefit from training on how to handle calls from people experiencing grief and loss, with greater emphasis on showing understanding and empathy during such sensitive situations.

Reception staff dismissive when booking blood tests

Attended the surgery today and saw a clinician who advised me to arrange an appointment for blood tests. I went to the reception desk and the receptionist asked if I had been seen. I explained that I needed to book an appointment for blood tests. She questioned who had told me this, and I replied that the clinician had suggested it. She then made a comment suggesting I could be anyone, which I found quite rude. When I questioned this, she simply walked away without further discussion. I'm not sure of her name, but she has distinctive appearance. Overall, I found the interaction unhelpful and felt treated dismissively.

Impossible to book morning appointments by phone

Getting an appointment here is absolutely frustrating! It's really disappointing. If you have morning work commitments, it becomes nearly impossible to see the doctor. When I called this morning, there were already many people ahead of me in the queue. This seems to be the consistent pattern. The practice doesn't offer walk-in appointments either. They insist you must call at a specific early time to book.

Practice refused to help with basic care needs

This practice has not met my expectations. I felt the level of care provided was inadequate for our needs. When seeking support for a health concern, I was informed that the prescription would need to come from another service rather than being handled at the practice level. I believe the practice falls short of what I would expect from a medical facility, and I found the interactions lacked compassion. During one appointment, I felt the clinician was distracted and seemed more focused on other matters than on addressing my concerns.

Long phone queue makes booking difficult

I attempted to schedule an appointment this morning but was informed that all available slots for that day had already been allocated and advance bookings were not being accepted. I was advised to contact the practice again early the following morning, though based on previous attempts, I anticipate facing a lengthy wait when calling back.

Staff listened and genuinely cared throughout

I have been a patient at Ashburn Medical Centre for six years and I can honestly say it is the best medical practice I have ever experienced. Throughout my time there, all members of staff, whether at reception, nursing, or clinical level, have been exceptional. They demonstrate genuine care, take time to listen to patients, and I intend to remain with this practice for as long as possible. Thank you Ashburn 😀

Booking mix-up left me without an appointment

I contacted the practice late one afternoon requesting an appointment and was given a time for early the following week. I arranged to take time away from work and arrived several minutes before the stated time, only to be informed that consultations did not commence until later and that there was no record of my booking in the system. Although the team members I spoke with were courteous, the overall experience was frustrating and I left without having secured an appointment. The service fell well short of expectations.

Felt pressured into unwanted vaccine at appointment

Today's appointment felt like a deeply troubling experience. If you have elderly or vulnerable family members, I would strongly recommend accompanying them to their appointments. My 85-year-old relative, who had previously received multiple vaccinations, was invited by this surgery to attend an appointment for a flu vaccine. When the appointment was arranged over the phone with a family member present, my relative clearly stated they only wanted the flu vaccine and did not wish to receive an additional vaccine. They were assured this would not be a problem and the appointment was confirmed for today. At today's appointment, my relative was again asked about receiving the additional vaccine. They declined once more. However, they were then told it was "just one more needle" by one of three staff members present in the room. At what point do healthcare professionals accept when a patient says no? My relative returned home upset and explained to the family member that they had received the additional vaccine. When asked why, given their clear previous refusal, my relative said they felt pressured by having three staff members in the room. They had already declined the vaccine both when making the appointment and again during today's visit. My relative felt pressured into accepting the vaccine despite their repeated refusals. This is particularly concerning given that a family member had previously experienced difficulties following a similar vaccine, which had made my relative determined not to receive another. Yet today they felt compelled to accept it due to the circumstances. This experience felt like an abuse of the healthcare relationship and an inappropriate use of professional authority. I should also note that the surgery is relocating in October.

Felt unheard and dismissed during appointment

The medical staff at this practice do not appear to provide the level of care and attention that patients deserve.

Female-led practice with helpful friendly staff

My partner and I both attended this practice. It is run entirely by women, which I appreciate. The staff all appeared to be helpful and welcoming.

Welcoming team who really listen and care

I find all the staff at the practice very welcoming, professional and proactive. My last visit was caring and comprehensive, which is consistent with my previous experiences here. Thank you.

Receptionists were helpful and professional throughout

The medical professionals at this practice are among the best I've encountered, demonstrating excellent professionalism and helpfulness throughout my care. The reception staff are equally impressive and provide great service.

Dismissed physical symptoms due to anxiety diagnosis

The experience at this medical centre has been frustrating. When presenting with physical symptoms including neck swelling and breathing difficulties, the initial responses focused on mental health interventions rather than investigating the physical complaints. Over a period of months, requests for examination of the neck area were not prioritised, with suggestions instead centring on therapy and medication adjustments. Only when insisting on a physical examination was an urgent referral arranged, which led to imaging revealing a significant thyroid condition. Subsequently, during a hospital admission for another condition, anaesthetic staff identified concerns about airway management related to the thyroid gland, which was confirmed through further imaging to be compressing the airway. This compression was the underlying cause of the breathing difficulties that had been reported months earlier. The delayed investigation meant the condition had progressed significantly, creating increased surgical risks that could have resulted in serious complications. While the outcome was ultimately manageable, the experience raises concerns about how physical symptoms were initially assessed and the potential consequences of prioritising mental health explanations without adequately investigating reported physical findings.

Struggling to book an appointment here

Struggling to secure an appointment, the experience felt quite inadequate.

Couldn't get through on the phone

Poor experience with the service provided

Reception won't book appointments when you need them

The standard of care provided is disappointing. When you request assistance with one issue, you often receive a different response than expected. The reception team appears reluctant to schedule appointments with clinical staff, even in urgent circumstances, which feels particularly frustrating. I have attempted to contact the practice repeatedly at the start of each day regarding the same concern, yet the situation remains unresolved. When expressing genuine distress about your health needs, the attitude and tone from staff can seem dismissive and unhelpful. Additionally, there are concerns about how test samples are managed—they either go missing or require retesting without clear communication about what is happening or what the results mean. The overall impression is that the practice operates mechanically rather than with genuine commitment to patient care and support. The lack of attention to patient concerns is deeply frustrating.

Booking appointments has become nearly impossible here

Securing an appointment at this practice has become increasingly challenging. While access has always presented difficulties, the situation has noticeably deteriorated. Telephone contact involves minimal personal engagement, and I have been unable to see my regular clinician for an extended period despite persistent attempts. When I do eventually get through, available slots have already been taken. This is particularly disappointing given that I previously maintained continuity of care with the same healthcare professional for over a decade, during which my health and wellbeing were well-managed. Regular consultations made a substantial positive difference to my overall condition. I recognise that recent circumstances have impacted healthcare services broadly, yet maintaining consistent care and ensuring adequate appointment availability should remain a priority. It would be greatly beneficial if the practice could restore its previous standards of patient care, which were genuinely exceptional. I believe my current health situation has been directly affected by the reduced access to regular appointments. I sincerely hope improvements can be made, particularly given that this is an established practice with deep roots in the community. My family has been registered here for many decades. While I understand change may be difficult to implement, it would be regrettable if the current trajectory continues and affects the practice's viability. The impact on patients, clinicians, and all staff would be significant.

Quick appointment despite busy morning

Quick appointment for the vaccination. The team were friendly and accommodating despite it being a hectic time of day.

Staff listened and made me feel comfortable

Seen by a member of the clinical team today for a routine screening appointment. Very caring and supportive throughout, with helpful advice provided to ensure my comfort during the procedure. My records were updated for future appointments. The staff member listened carefully to my concerns and completed the necessary samples. Thank you for the excellent care provided this afternoon. It's reassuring when healthcare professionals demonstrate such dedication and go the extra mile.