Betts Avenue Medical Group

Reception blocks access to agreed care arrangements

I have found the standard of care and professionalism at this practice to be concerning. On multiple occasions, I have received prescriptions that appeared incorrect, felt dismissed when discussing my long-term health condition, and encountered statements that seemed medically questionable. As someone managing a chronic illness, I believe I should be heard and treated with appropriate seriousness. Instead, my experience has been one of feeling overlooked, talked down to, and as though managing my own health is viewed as troublesome. There was one clinician here whose approach was genuinely helpful and made attending this surgery worthwhile, though they are currently unavailable due to leave. The experience has been further complicated by interactions with the reception team, who appear to view their role as controlling access to medical care rather than providing administrative assistance. They have declined to schedule appointments, overridden arrangements that were previously discussed with my clinician for managing my condition, and have not engaged in a respectful manner. This approach seems inappropriate and has hindered my ability to receive care. Overall, this practice appears to lack sufficient regard for patient wellbeing, demonstrates limited understanding of chronic illness management, and operates in a way that discourages rather than encourages patient support. I would encourage anyone, particularly those with ongoing or complicated health needs, to carefully consider whether this practice is the right fit for them.

Home visit doctor was attentive and helpful

What a wonderful experience having a healthcare professional visit my home. They were such a kind and caring individual who provided excellent support. The reception staff were equally pleasant and efficient, with prompt and attentive service throughout. I would certainly recommend this practice to others.

Reception staff could be more welcoming

The team could be more welcoming and polite in their interactions with patients.

Receptionists dismissive, referrals never materialise

I have found the experience of waiting extended periods for treatment of my health concerns to be extremely frustrating. I feel that referrals have been promised on multiple occasions without being followed through. The reception staff have consistently displayed what I perceive as an unhelpful attitude, both during phone calls and in person visits, which has made interactions difficult. I do not feel that my concerns have been taken seriously or that staff have genuinely engaged with the issues I have raised. Overall, I have felt unheard throughout my experience with this practice.

Staff attitude makes phone calls difficult

I have been a patient at this surgery for many years, so I feel I can provide a fair and honest assessment. Regarding the staff, they do not come across as particularly welcoming. There seems to be an attitude that affects how they interact with patients. I would suggest calling the surgery to experience this firsthand, particularly during busy periods when this behaviour appears more pronounced. I once sat in the waiting area and called the surgery to enquire about waiting times. I received an automated message indicating I was number eight in the queue, yet no staff members appeared to be answering phones or working at computers. Instead, two members of staff were engaged in conversation with each other, taking a break. One was discussing personal matters regarding travel for an appointment, and when I called again, the other staff member simply disconnected the call without responding. I wish I had documented this incident. When I finally saw the doctor, I was disappointed that after such a long wait, I was simply told I had a viral infection and advised to rest and stay hydrated. I discovered the following day at another healthcare facility that my condition was actually something quite different and more serious. I received no thorough examination, just a quick diagnosis. This particular doctor has apparently been the subject of previous complaints. Initially, I wondered if negative reviews about this surgery were unfair, but my own experience has changed my perspective. Having been a patient here for so long, I now understand why those complaints exist. Throughout my time at this practice, I have not felt that staff members consistently demonstrate genuine respect towards their patients.

Friendly receptionists made appointments straightforward

I have visited this practice multiple times over the past year, and I would say the reception staff have consistently been pleasant throughout my visits. When people are treated with courtesy and consideration, they tend to respond in kind.

Felt dismissed and couldn't explain my symptoms

I'm uncertain about what occurred during my appointment, but honestly, throughout my years managing chronic respiratory and sinus conditions, I have never felt so dismissed and invalidated as I did today. The clinician repeatedly stated they would not prescribe antibiotics, which I had not requested—I was simply hoping for an alternative approach given their medical expertise. My situation was not urgent, but the persistent headaches and ear pressure had become unbearable, so I sought professional guidance and was met with what felt like impatience and frustration. The clinician appeared overworked and stressed. Unfortunately, I cannot recall their name, only their face and how dismissive they seemed throughout the consultation. The interaction felt invalidating overall, and I was unable to fully articulate my symptoms. I was simply advised to increase my water intake—specifically three litres daily—with the suggestion that my nasal congestion, cough, ear fullness, and headache would resolve within ten days. I was also discouraged from discussing any additional health concerns. This will be my last visit to this practice, and I intend to register elsewhere. It is disappointing that professional standards and compassionate patient care appear to have been compromised. There was no empathy or acknowledgment of my time, despite mentioning that I had taken leave from work due to health concerns. Instead of exploring my symptoms further, I was simply told to drink more water. Quite unusual. As a healthcare professional myself, I understand the importance of duty of care and professional conduct. It is regrettable to witness others not upholding these principles.

Staff were helpful and really listened

The team here are lovely and I've had positive experiences with the clinical staff. The nursing support has been wonderful and I've always found everyone to be very helpful. I'm not sure why some people have left negative comments as that hasn't matched my own experience at all.

Found a doctor who actually listens to patients

I have noticed considerable negative feedback on this platform, but I must respectfully disagree with several of those comments. I have been a patient at this practice for many years and have recently experienced significant health challenges that required me to leave work. The support I have received during this difficult period has been exceptional and I cannot speak highly enough of it. The reception team are simply following the protocols they have been given by management. While one particular clinician may initially seem detached or disengaged, this impression does not reflect their actual approach to patient care. In my experience, this doctor is among the most thorough and attentive I have encountered at the practice over the decades, taking genuine time to review patient histories comprehensively. I have always believed, as previous clinicians at the surgery have advised, that maintaining continuity with the same healthcare provider for ongoing issues is important for effective management, as switching between different doctors for the same condition can lead to fragmented care. The clinician in question has generously returned to work part-time to support the practice, and while same-day appointments are sometimes offered, it is understandable that unforeseen circumstances occasionally prevent this. For those with access to transport, requesting an appointment at an alternative location when the doctor is based there may provide additional availability options.

Reception queue management needs improvement

Disappointing experience. There was a lengthy wait at reception, during which I observed in an orderly manner. I felt the receptionist did not serve patients in the order they were waiting. When I raised this concern, I received an unhelpful response and noticed that other patients who arrived later appeared to be served ahead of those who had been waiting longer. This visit left me feeling that patient care was not prioritised at this practice.

Reception staff were dismissive and unhelpful

The reception staff member was extremely rude and unhelpful during my interaction with them. Additionally, I found it very difficult to lodge a formal complaint about my experience.

Couldn't get appointment when needed

The appointment system at this practice is extremely difficult to access. My family member has been unable to obtain a consultation despite having a chronic respiratory condition that requires regular medical attention. This experience has been very disappointing.

Never had a problem in decades

I have never experienced any issues throughout my many years as a patient here.

Long wait times and dismissive attitude

Not worth the time, to be frank. The appointment was disappointing. I would suggest considering other options.

Positive experience with friendly clinical staff

I have consistently had positive experiences at this practice. I'm uncertain about the negative feedback some people express, as the clinicians I've seen have always provided excellent care. The healthcare professional who conducted my recent blood work was particularly helpful and professional.

Reception didn't check blood pressure before appointment

I accompanied my unwell father to his appointment and was deeply disappointed by the entire experience. I had never encountered anything quite like it. My father saw a clinician at the practice, and I can only echo what other patients have previously mentioned about their experiences there—questioning how someone in that role conducts themselves and expressing concern about the quality of care provided. I have to agree with those sentiments. My dad attended seeking support whilst awaiting a significant surgical procedure, only to be told that his condition was his own responsibility due to past lifestyle choices and that he should simply accept it. He was also given alarming statistics about survival rates should complications arise. I was genuinely shocked by what I witnessed. My father left that appointment feeling extremely low and distressed. Following this upsetting experience, I immediately arranged for him to transfer to another practice, as he was adamant about not returning. I would encourage others who may have had similarly unsatisfactory experiences not to be discouraged from seeking medical care, as there are practices out there providing far better support. His new practice has been excellent with my father. He was promptly started on appropriate medication to manage his blood pressure and provide relief until his upcoming procedure. Notably, his previous clinician had not even checked his blood pressure, which was significantly elevated—something that should have been addressed.

Reception laughed off concerns about daughter's health

I would caution against attending this surgery if you are assigned to see a particular clinician. My daughter has required multiple visits to this practice due to ongoing health concerns, and I found the consultation experience deeply unsatisfactory. During our appointment, I requested additional testing for my daughter given her frequent visits with recurring symptoms. The clinician declined, stating that all children present similarly and therefore further investigation was unnecessary. When I mentioned potentially attending accident and emergency, the response was dismissive, suggesting we would simply be turned away. Throughout the consultation, the focus seemed to be on other matters rather than examining my daughter. I questioned the clinician's approach to basic care, particularly regarding fever management and when hospital attendance would be appropriate. The overall experience left me feeling that my concerns were not taken seriously and that the standard of care fell significantly short of what I would expect from a medical professional.

Nurse seemed unfamiliar with my explained symptoms

I requested an appointment with a doctor but was seen by a nurse instead. The nurse appeared uncertain about my symptoms and did not seem to fully understand my concerns despite my explanation during the initial phone call. I was scheduled for blood tests, which I felt was a reasonable step to investigate potential underlying issues. I was also given a prescription for pain relief, even though I had mentioned that my pain was manageable at that time. The nurse indicated she would consult with a doctor to determine whether a hospital department referral was necessary, particularly given that I had experienced similar problems previously in 2015 when a consultant had recommended referral should symptoms recur. I feel that if my medical records had been reviewed properly, I would have been seen by a doctor initially and a decision could have been made more promptly. I have been a patient at this surgery for many years and did not need to book appointments for at least five years prior to this. It appears there are more doctors available at the practice's second location than at this one. I wish that some of the doctors I previously saw here were still available. While I understand the NHS faces challenges, I believe there are sufficient doctors across both practices to ensure patients can access their regular doctor. I now spend considerable time attending walk-in centres as I am no longer able to see my usual doctor.

Long waits and no appointments available

I am dissatisfied with the service provided. Members of my family have experienced health concerns, yet the practice appears indifferent to our situation. We have been informed that there is insufficient capacity and availability for appointments. The waiting times to be seen have been considerably lengthy.

Staff were kind and supportive throughout

I don't visit frequently, but I've always found the entire team to be very pleasant and welcoming, particularly given the challenging circumstances we're all facing at the moment.