Cambridge Avenue Medical Centre

They were there when I needed support

During a time when I required assistance, they provided the support I needed.

Better procedures make a real difference

I have been attending this surgery for approximately four decades, and while there have been periods of variation in service quality, I currently believe the practice is functioning at its best level to date. The care I have received recently has been of a high standard, which I attribute partly to changes in the leadership structure and partly to the enhanced operational processes that have been implemented through the new triage approach. This positive development is well deserved.

Practice showed real compassion during difficult time

The practice demonstrated exceptional care and support for my grandfather during a difficult period when he was experiencing health challenges following a significant personal loss.

On-site pharmacy makes repeat scripts easier

Things have gone well overall. The team members are genuinely supportive and knowledgeable, and having a pharmacy available at the practice is very convenient. There was a small hiccup during the transition process initially, but the prescription renewal system is now working smoothly and getting appointments appears to be straightforward.

Couldn't get through on the phone

Unsatisfactory experience

Helpful receptionists and easy appointment access

I have consistently had a positive experience at this practice. The reception team has always treated me with courtesy and helpfulness. The clinical staff I have encountered have been supportive and provided reassurance throughout my visits. I have been able to secure appointments when required.

Receptionist helpfulness made all the difference

I genuinely cannot fathom why some individuals leave unfavourable feedback. Whenever I need assistance, I simply wait my turn and interact with the welcoming and supportive reception staff, and a healthcare professional consistently contacts me within the same day. In my view, the standard of care is exceptional and the team clearly makes a genuine effort to provide the best possible service. I would not consider switching to a different practice.

Persistent phone queue issues and lack of GP access

If you call and they don't answer, leave your phone ringing and go up in person - you'll see them. They're not overwhelmed when you arrive; they're just not picking up the phone. Some staff members used to be more helpful, but now they seem indifferent. I'm disabled and experience falls, and on several occasions I've struggled to get appointments with a GP. When I have managed to get through, I've been directed to hospital without any physical examination. The stress of waiting for a phone response actually makes you feel worse. I was given inaccurate information by reception staff. COVID is no longer an issue, and the surgery has new paint and expanded facilities, which is fine, but you can hardly ever see a GP now because the system has changed again. I was standing outside early in the morning and other patients were frustrated about the state of the practice and the lack of support from all the GPs - even the ones who used to be better now seem unhelpful. I'm confident they're still accepting new patients. The lack of help has affected my wellbeing significantly, and I've experienced low moods and negative thoughts for the first time because of my experiences here. I feel the standard of care has fallen short of what I would expect.

Hard-working team managing difficult circumstances well

A dedicated group of professionals delivering excellent care despite challenging conditions.

New appointment system makes booking impossible

The new appointment system has proven very difficult to navigate, and I was unable to secure a timely slot. As a result, my child experienced prolonged discomfort that could have been addressed sooner.

Receptionist wouldn't listen to patient concerns

The service fell significantly short of expectations. The reception staff displayed an unwelcoming demeanor and appeared reluctant to engage with patient concerns or acknowledge their perspective. There was a notable lack of flexibility in addressing the issues raised.

Nursing team responsive when photos submitted online

The practice struggles with availability for routine GP appointments, which appears to be a widespread issue affecting general practices rather than being specific to this location. However, I recently needed to access the nursing team for a particular wound and infection concern. I was able to document the issue with photographs and submit these through the practice website with ease. This led to a prompt appointment being arranged following a call from the surgery, and subsequent visits were scheduled in advance on a regular basis around my work schedule. Despite the team being stretched, the practice recognised the need for consistent care and made arrangements to accommodate this. Contacting the practice by telephone appears to be less efficient, as the reception team does not seem equipped to handle call volumes at speed. I have found it more effective to use the online problem submission feature on the website and wait for a callback. These typically come through the same day and have been reviewed by a healthcare professional rather than resulting in frustration through extended receptionist interactions.

Quick online contact led to same day call

Got in touch with the practice through their online system and received a telephone call back the same day. The service was outstanding, remarkably quick to respond, and proved to be genuinely beneficial.

Appointment system chaos and condescending phone manner

I found this practice to be poorly organized and inefficient. The communication style felt dismissive, and the telephone interactions were unwelcoming. The appointment booking systems appear problematic and seem to frustrate patients. Management could benefit from reviewing their processes. I was directed to use an online appointment link, only to be informed two weeks later that this system had not been functional since the pandemic. When I raised this concern, the response came across as condescending and unhelpful, with explanations delivered in a manner that felt patronizing. The overall professionalism of the service fell short of expectations, and I intend to provide formal feedback about my experience. Staff who struggle with patient interaction may benefit from additional training or role reconsideration.

Thorough assessment and courteous care received

The healthcare professional was exceptionally polite and demonstrated a comprehensive understanding of my concerns through careful assessment. I am very appreciative of the excellent and prompt support provided. Thank you to the practice.

Couldn't get through for death certificate help

The service I received was extremely disappointing. It required multiple follow-ups and considerable time spent attempting to reach the practice to obtain an important document following a bereavement. The delays experienced have resulted in missing the preferred timeframe for completing necessary administrative procedures. I would not recommend this practice based on this experience.

Surgery turned away elderly patient without transport

This review is regarding my father. He contacted the surgery today and was informed that there were no available appointments with medical staff. He was advised to attend the accident and emergency department. At 89 years old without access to a vehicle or transport, this presented a significant difficulty. His main concern was discomfort affecting his mobility and sleep, and he was seeking pain management support. We felt the situation could have been handled more helpfully.

Long phone queue but receptionist sorted it quickly

It took some time to reach someone, but when I did, I spoke with a very professional, helpful and caring member of the reception team who was able to resolve the issue. Thank you very much.

Couldn't reach the surgery by phone

It was extremely difficult to reach the medical centre by phone. Due to mobility difficulties, I made the effort to visit in person, but was informed that no appointments were available and was directed to seek care elsewhere. I found this response unhelpful given my circumstances.

Quick appointment in the quiet afternoon slot

Attended during a late afternoon appointment slot when there were few other patients being seen, and was called through within 10 minutes.