Avonside Health Centre

Couldn't get urgent face to face appointment same day

This practice has been deeply disappointing. I called early in the morning seeking an urgent appointment, as many practices offer, but was informed that clinicians were not available for face-to-face consultations. The only option provided was a telephone appointment sometime later in the week. This feels like a significant failing in service provision and raises questions about whether the practice is adequately resourced. I intend to escalate my concerns to the relevant regulatory bodies and would encourage others to do the same. EDIT: I appreciate the response, but I was among the first callers to get through that morning and encountered complete unavailability. This suggests a genuine capacity issue rather than a matter of safe scheduling. If there is truly no availability at that time, it indicates a fundamental staffing problem at the practice.

Friendly receptionists made the difference

The reception team were excellent, displaying genuine friendliness and providing assistance wherever they could, which made a positive impression as they are often the first point of contact. All the clinical staff members encountered during visits have demonstrated competence in their roles and maintained a warm, approachable demeanor throughout.

Reception staff were dismissive and unhelpful

The reception team came across as unwelcoming and unhelpful during my interactions. They appeared dismissive and seemed reluctant to assist, which made me feel undervalued. Securing an appointment proved extremely challenging, and I found their booking system confusing and poorly organised. The overall experience was frustrating, and I felt the practice needs to make significant improvements to their service. I was particularly disappointed by one member of the reception staff, whose manner I found especially off-putting. My experience was so negative that I would have preferred to leave no rating at all, but felt compelled to do so in order to share my feedback.

Friendly staff made me feel welcome

All of the staff members I've encountered have been friendly and supportive. It's a wonderful practice.

Felt genuinely supported through a worrying procedure

I really miss seeing this practice. I had such a positive experience with them, they are excellent. The team were incredibly supportive and compassionate when I underwent a procedure I'd been feeling nervous about, and they helped put my mind at ease. They were absolutely wonderful!

Friendly reception made me feel welcome

I called today regarding some health concerns and the receptionist was genuinely kind and courteous, making me feel very welcomed.

Staff ignored evidence and refused to communicate back

I have found my experience with this practice to be deeply disappointing and feel I have not been treated with the respect I would expect from healthcare professionals. I believe medication has been withheld based on what I consider to be inaccurate information in my records, and I am concerned that subsequent clinical decisions have been made without properly considering my perspective. Despite submitting multiple documents and evidence to clarify the situation, I have not received a direct response, and this decision is having a significant negative impact on my wellbeing. Following the practice's response, I remain troubled by what I perceive as incorrect information on my medical record regarding my medical history. I do not believe the clinical reasoning provided reflects my actual presentation or previous diagnoses. I am also frustrated by the delay in communication once the matter was initially flagged, as it took several months before I was contacted directly. I felt compelled to escalate my concerns through multiple channels within the practice before receiving any acknowledgement. This entire experience has caused me considerable distress and anxiety, and I feel my concerns have only been addressed after I took the step of contacting various departments repeatedly.

Prescription requests repeatedly delayed and lost

This is the third occasion I have requested a prescription only to arrive at the pharmacy several working days later and find it has not been processed. It is now Friday afternoon, with the request having been made the previous Monday, meaning the practice is unavailable by phone and closed over the weekend, while my medication supply will only last until Sunday despite needing it for work on Monday. I am frustrated by how complicated this process has become and feel the service is not meeting my needs. I am considering switching to a different practice due to the recurring issues. Previously, I received a prescription for an incorrect item, which resulted in me having to purchase the right medication separately and donate the wrong one to a hospital.

Reception staff were dismissive and unhelpful

I had a very negative experience with a member of the reception team this morning. I found their manner to be rude and condescending, which I was extremely disappointed by. When I asked for their name, they declined to provide it. I felt their behavior was unacceptable and would urge the practice to address this matter.

Phone system needs urgent attention and improvement

The surgery and team are generally pleasant. However, the telephone system requires urgent attention. I spent considerable time this morning attempting to reach the practice without success. When using the callback option, I reached a certain position in the queue before the call disconnected. A subsequent attempt to book an emergency appointment resulted in a similar disconnection at a different queue position. I also attempted an e-consultation, which ultimately directed me to contact the practice by phone, which felt counterproductive from a patient perspective. Additionally, the reception team's approach to helpfulness and empathy appears inconsistent. A formal complaint letter will be submitted regarding these concerns.

Easy to book appointments when needed

I've received excellent care in the past from the practice and have never experienced difficulty obtaining an appointment.

Struggling to book appointments with unhelpful reception

It is very difficult to obtain appointment slots, and the reception team's demeanor has been disappointing overall, with only one member of staff providing a pleasant experience.

Getting through the appointment system is frustrating

Overall, the staff at the practice are excellent. However, the appointment booking system and telephone arrangements are incredibly frustrating. Getting through to book an appointment in the morning feels like a stressful race, and it's easy to miss out. The callback system to secure your place in the queue sometimes disconnects when you're finally reached back, which is disappointing. The online booking process is similarly problematic, with multiple questions that make you reluctant to proceed with your enquiry. The appointment access strategy would benefit from being redesigned with patients' needs more firmly in mind. That said, I must commend the vast majority of clinical and reception staff at the practice, who are genuinely helpful and professional. Once you do manage to get an appointment, they provide excellent care and support. It's unfortunate that the technology and systems in place undermine what is otherwise a dedicated and caring team.

Had to push hard for specialist referral myself

I experienced hearing difficulties and headaches during the previous year following multiple courses of antibiotics. I felt I had to persistently request a referral to an ear, nose and throat specialist, and once I eventually received this appointment, the issue was resolved. I also dealt with a prolonged cough lasting several weeks. After contacting the practice, I was prescribed antibiotics, but the cough persisted following completion of the course. I was subsequently prescribed an inhaler, though the cough has continued to the present day. Due to these experiences, I have decided to transfer to a different GP practice. I feel the approach here focuses too heavily on medication rather than investigating underlying causes or arranging appropriate investigations or specialist consultations. Additionally, I experienced a significant wait of approximately an hour for an appointment on one occasion. I was not forewarned of this delay and was left unattended in the waiting area after the surgery's standard closing time, which I found unacceptable.

Reception staff were dismissive and unhelpful

The receptionist displayed an unhelpful attitude with a rigid approach to their role. Their manner came across as confrontational from the outset of our interaction. I am relieved that my circumstances have changed such that I am no longer registered with this practice.

Felt genuinely listened to and cared for

The clinician I saw was excellent. They demonstrated genuine care and compassion throughout my visit.

Quick blood pressure check and test arranged

Had my blood pressure checked there and received a form to arrange a blood test as well.

Staff refused to discuss vaccination concerns with patients

My parents are patients at this Health Centre. They are in their 90s and received their initial vaccinations at the GP vaccination centre. After several phone calls and separate appointments scheduled at considerable intervals, their first vaccination proceeded without issue. However, when attending for their second dose, the staff at the GP-run Vaccination Centre appeared to respond disproportionately to their answers during the screening questions. They mentioned experiencing a minor localised itch at the injection site a few days after the first dose, but clarified this was not a reaction to the vaccine itself. They were subsequently informed they could not receive their second vaccination at the centre and would need to attend a hospital setting instead, which caused concern given their clinical vulnerability and preference to avoid such environments. When they requested clarification from the supervising clinician, this person declined to meet with them in person. Left uncertain about their situation, they made several calls to the surgery before being directed to attend an appointment at a distant hospital location, requiring a lengthy round trip. The appointment was scheduled nearly fifteen weeks after their first dose, causing significant distress as this fell well outside the recommended interval and meant they remained unvaccinated for an extended period. Following up on their behalf, I contacted a helpful individual at the distant hospital who indicated they should have received their vaccination there, but explained that only one vaccine type was being offered at that location, whereas my parents required a different formulation. This person helpfully directed me to an alternative hospital providing the appropriate vaccine, where staff were accommodating and my parents received their second dose that same day. I subsequently contacted the Health Centre to inform them the vaccination had been completed and their scheduled appointment was no longer needed. I spoke with the Practice Manager to explain the situation and politely mentioned that the distant hospital was not offering the vaccine type my parents required, hoping to prevent other patients being referred there unnecessarily. Rather than acknowledging the issue, I received a response that was unnecessarily defensive and unhelpful. Our GP surgery, which operates within the same Federation, handles such situations very differently, which is reflected in their consistently high ratings on patient satisfaction surveys. It is disappointing when organisations cannot acknowledge errors or respond with empathy when things go wrong. While it is understandable that the Vaccination Centre prioritised caution regarding safety, the supervising clinician should have assessed the situation directly with my parents rather than refusing to engage. The centre should have demonstrated greater care and understanding towards elderly patients and their legitimate concerns. Staff should be informed about which hospitals provide which vaccines, and when given such important feedback, should respond with appropriate professionalism and acknowledgement.

Friendly reception staff made appointments easy

I have consistently received outstanding care and support from this medical practice.

Receptionist hung up mid-conversation with me

I visited to check whether others had experienced similar issues with the reception staff. I received what felt like a curt response, and the call was disconnected while I was still mid-conversation. Is this really acceptable service?