Cambridge Avenue Medical Centre

Can't reach the practice by phone

Unable to reach the practice due to telephone line issues.

Friendly staff made me feel welcome

Consistently demonstrated a helpful and welcoming approach.

Struggling to book appointments after recent changes

This practice was previously excellent, but since the pandemic, there appears to have been a significant change. Obtaining face-to-face appointments has become increasingly difficult, and even telephone consultations require lengthy waits of several weeks, which feels unreasonable. The recent building expansion raises questions about its purpose and necessity, particularly given that the waiting areas often appear relatively quiet during visits. While the reception team handles their responsibilities well, they inevitably bear the brunt of patient frustration when appointment availability is limited. It would be beneficial if the practice leadership reviewed feedback such as this to reconsider how they can better meet their obligations to patients.

Seen quickly without waiting around

Excellent experience with prompt attention from the physiotherapy team.

Phone lines constantly busy, unhelpful reception staff

I was referred to a first contact physio at this practice through my GP for joint pain and arrived late for my appointment after being delayed in traffic. I attempted to contact the surgery multiple times beforehand but was unable to get through. When I arrived and explained the situation to the receptionist, apologising for my lateness, I was informed that the physio was finishing for the day and that I would need to rebook via my GP. Despite being visibly uncomfortable, I felt the receptionist made no effort to assist me in arranging another appointment or provide any guidance on managing my symptoms in the interim. When I asked for any advice, the response was minimal. I left feeling unsupported and have decided not to return to this practice.

Long phone waits and unhelpful reception staff

I felt that the care provided did not meet my expectations for my young child, who was prescribed medication for digestive difficulties. My child has since experienced stomach discomfort and other gastrointestinal symptoms. When I contacted the practice to request a repeat prescription, I was informed that it had not been authorised and that an appointment would not be available for several days, which would result in a gap in medication and require starting the process from the beginning. The receptionist's manner was unhelpful and I did not feel supported during this interaction. I attempted to call again on a subsequent occasion but was unable to reach anyone after an extended wait time, at which point I ended the call. I was disappointed with the overall service provided by the practice.

Months of waiting before serious heart condition found

I struggled to access appointments with a clinician, and the telephone consultation service proved unhelpful. After an extended wait to see someone in person, I was referred to hospital. Upon arrival, I was promptly admitted to a specialist ward. Within a fortnight, I underwent a significant procedure and was started on long-term medication. The hospital consultant indicated that my condition was serious and could have deteriorated suddenly without intervention. I must acknowledge that once admitted to hospital, the care I received was excellent and the staff were truly outstanding.

Long phone waits, no appointments available

This practice is frustrating with very limited appointment availability, and the phone lines are constantly busy making it difficult to book anything. I've since switched to a different surgery and the difference has been remarkable.

Appointments disappear by eight in the morning

During the pandemic, my care was excellent. I recognise that staffing challenges exist, but since restrictions ended and the practice expanded, the personal, caring approach has noticeably diminished. Tomorrow the reception team will have some available slots, but these cannot be released until the following morning, when by just after 8am they will typically be fully booked. I've rated this practice at 2 stars largely because of how exceptional the service used to be. Currently, securing an appointment within a reasonable timeframe is difficult, with waits often extending to the following month. This is disappointing, as it was previously a highly regarded practice where clinicians had continuity with their patients. Now there is little consistency in care. One particular clinician provided outstanding care, however they are currently unavailable. Since their absence, I've experienced consultations with various different clinicians who appear rushed during telephone appointments. The overall standard now feels poor, though I would be willing to revise my assessment should things improve. Additionally, when calling the practice, pressing one option for test results and another for general enquiries both connect to the same person. When I mentioned having just spoken to this individual, I was told they manage both lines simultaneously, which seemed inefficient.

Helpful reception staff made booking easy

Exceptional service today from the staff member at the surgery, many thanks

Couldn't get through to book an appointment

Extremely difficult to secure an appointment.

Reliable monthly prescription deliveries matter most

If I receive all of my medications each month, I will be quite satisfied.

Online booking system works really well

I genuinely have no complaints about this medical practice. The online appointment system has been reliable and consistently works well for me. I've always managed to secure appointments for my family members when needed. I would definitely suggest this surgery to others.

Helpful staff who actually listen to you

Recently joined this practice and have attended several appointments so far. The team have consistently demonstrated helpfulness and provided clear information throughout my visits. While the NHS faces considerable demands, my experience at this practice has been characterised by professionalism and a welcoming approach. Much appreciated.

Practice felt disorganised and hard to navigate

The practice appears to be operating in a significantly disorganised manner, which is quite concerning.

Impossible to book appointments through any channel

Getting an appointment here feels nearly impossible. If you manage to persist with repeated calls starting at 8am and actually connect, the automated system typically indicates that routine slots are unavailable. When you hold for emergency appointments and eventually reach someone, you're often informed it will be conducted over the phone. My daughter spent the entire day trying to speak with someone who mentioned having limited medical background, yet still issued a prescription for something requiring careful monitoring. Attempting to book online presents similar challenges, with either no availability shown or only blood pressure appointments offered. It's hard not to question the value of what we contribute through our taxes.

Phone queue system makes booking appointments difficult

This feedback concerns the Cambridge Avenue Medical Centre appointment booking system rather than clinical staff: After managing to get through on the phone following repeated 'User Busy' messages at 8:04am, there were no available appointments remaining for that day. The appointment availability seems to disappear extremely quickly, making the process feel comparable to trying to secure tickets for a popular event. For those with limited availability during working hours, missing the initial booking window means losing the opportunity to be seen. The surgery has redirected me to an alternative remote service on a couple of occasions, which I found to be of poor quality and feel should have remained limited to emergency pandemic measures. The telephone queuing system appears to have technical issues, with callers sometimes remaining in the same queue position for extended periods before eventually disconnecting and redialling to gain immediate access. Following the recent refurbishment of the premises, it was hoped that the appointment booking experience would also see corresponding improvements, but this does not appear to have materialised.

Staff took time to explain everything clearly

I have found the staff and healthcare professionals to be very helpful and willing to take time to explain matters thoroughly and address any questions I may have.

Online health questions get prompt responses and appointments

I'm puzzled by the complaints I see about this practice. It's excellent. The online health questionnaire system typically receives quick responses and appointments are arranged promptly. The clinicians here are highly skilled professionals with strong qualifications. I'm thankful to be registered with this practice and it's always a positive experience attending appointments. The staff are dedicated and a real asset to the NHS. I'd disregard the unfavourable reviews as I've consistently had good care from this practice and have been a patient here for many years.

Clean and well-maintained surgery

The practice maintains good cleanliness standards.