Church Avenue Medical Group

Long waits and unhelpful reception staff

I have found my experience at this GP practice to be deeply disappointing and frustrating overall. The appointment availability is concerning, as booking required waiting approximately a month for the earliest slot. Upon arriving ahead of my scheduled time, I experienced a substantial additional wait in the reception area. Furthermore, when I sought clarification from reception staff regarding my appointment status and what to expect, I felt that my enquiry was not adequately addressed and that the support offered was insufficient. This experience has left me feeling that my time and health concerns have not been prioritised appropriately. I believe the standard of service falls short of what should be expected from a healthcare provider.

Long-term patient feels genuinely cared for

I have been attending this practice since birth and have consistently received excellent care. The team demonstrates genuine concern for their patients' wellbeing.

Felt listened to and treated with kindness

The healthcare professional I visited today was exceptionally pleasant and demonstrated genuine kindness throughout the appointment.

Reception handles pressure well despite occasional moments

I've noticed several negative reviews posted here, particularly regarding the reception desk. I've been a patient at this surgery for 5 years and previously attended another practice in the town centre. There's a clear distinction in how the two establishments approach patient care. The clinical staff are excellent and demonstrate considerable empathy and skill. One clinician in particular has been exceptionally supportive during my recent health concerns. The reception team are generally kind, caring and empathetic throughout. While there are occasional moments where they could perhaps be a touch more personable, I recognise the demanding nature of their role. I work in a similar field myself and understand the challenges they face. I've never experienced rudeness, discourtesy or lack of empathy from them. It's worth considering that receptionists manage continuous phone calls, and the previous caller's behaviour can significantly impact their demeanour. Patients can sometimes be quite hostile with staff who are simply following established guidelines. The questions they ask serve a genuine purpose in directing patients to the most appropriate support. Additionally, the reception team process my repeat prescriptions with impressive speed, and any concerns I've raised have been resolved efficiently. I have no issues to report and it's evident how dedicated they are alongside their colleagues. The online consultation service is excellent. I consistently receive assistance on the same day when urgent, or within a reasonable timeframe otherwise. One small observation: when I submit an online consultation requesting a routine appointment with my availability noted, it would be more beneficial if I didn't need to call back unless absolutely necessary. The point of using this service is to reduce phone system demand so others can access it more easily. However, this is a very minor point. I would strongly recommend this surgery.

Staff doing their best despite high demand

Similar to many NHS practices, this surgery operates under considerable pressure. Nevertheless, the team demonstrates genuine commitment to providing care.

Receptionists were helpful and polite

The reception team demonstrated helpfulness, politeness, and a friendly demeanor.

Phone manner was dismissive and unhelpful

The phone interaction felt dismissive and lacked understanding of my circumstances. My experiences at this practice are typically positive, but this occasion was different. I'm puzzled by the apparent disconnect in communication between NHS 111 and this GP surgery.

Team fixed medication error but took too long

The pharmacy team and staff members quickly resolved the error and were courteous and apologetic throughout. Thank you for addressing the issue, and I apologise for my frustration during the process. I tend to experience stress more easily due to health challenges I have faced over recent years. There was an error with my regular medication dosage when I switched from my previous practice. The dose was reduced unintentionally, which has affected my prescription refill schedule. Due to this mistake, I experienced a gap in my medication supply. I attempted to resolve this from the following Friday through multiple contact attempts, but initially received responses suggesting the matter was handled correctly. I found this frustrating and felt the response was inadequate. If my health is affected by the medication gap, I am considering further action. Additionally, I submitted three requests for access to my medical records over a three-month period without receiving them, which concerned me. I have also found it challenging to access appointments with doctors, as I am frequently directed to other clinical staff members instead. On one occasion, I received general advice for a health concern, whereas a specialist subsequently recommended a different treatment approach that was arranged within two weeks.

Reception staff interrupted and repeated recording warnings

The reception team would benefit from improved communication practices, as there is a tendency to interrupt callers and adopt an unnecessarily defensive tone, including frequent references to call recording policies. I am rating this as 2 stars because calls are answered in a timely manner, and the recording of calls does provide some reassurance regarding accountability during interactions.

Receptionists genuinely go the extra mile here

I have been attending this practice for more than five decades. I find myself quite taken aback by certain reviews I have encountered. Throughout my time as a patient, I have not experienced anything that would warrant dissatisfaction with any member of staff or the service provided. On the contrary, I have consistently observed that all team members demonstrate a genuine commitment to supporting patients beyond what might be expected. I recognise that immediate appointment availability can be disappointing, though this appears to be a widespread challenge across many practices rather than an issue unique to this one.

Receptionists question whether you need emergency care

In my view, this practice falls short of expectations. The clinical staff do not appear to engage attentively with patients, and the reception team seems to require extensive information before scheduling appointments. There is reluctance to accept patient assessments of urgency without further questioning. I was informed a telephone consultation would be arranged. On the scheduled day, when I called at 5pm, I was advised the call could come through until 6pm, which felt dismissive in tone. The call eventually came at 17:55, leaving only minutes before the end of the day, which meant the consultation felt hurried and incomplete. There appears to be inconsistency in advice between different clinicians at the practice. Overall, I would suggest considering alternative options for your healthcare needs.

Helpful team listened and took time

A family member has recently experienced some health concerns and the care provided by the practice team has been outstanding. The entire team, including reception staff, clinical support workers, nurses, and clinicians, have all been excellent and very helpful. Their dedication and professionalism are much appreciated.

Long waits and dismissive phone reception

I've found this practice to be extremely disappointing, particularly given my long-standing relationship with it, as the standard of care has noticeably declined over recent years. When I recently attempted to book an appointment, I was informed that availability was severely limited, with a considerable wait time before I could be seen. This extended delay felt unacceptable to me, and I'm concerned about the overall management and organisation of the service. My interaction with reception staff left me frustrated, as I felt the phone conversation lacked professionalism and attentiveness. Due to these ongoing concerns, I've decided to transfer my care to another practice, as I no longer feel confident in the quality of service being provided.

Prompt attention and helpful advice throughout

I wanted to express my gratitude to the team at the practice location. I had a minor procedure carried out that progressed well, and the staff were able to see me promptly on both visits. They provided excellent guidance throughout my appointments.

Practice failed to listen to patient needs

A friend who is seriously unwell and has significant mobility limitations was assessed as being capable of undertaking light work duties only. This assessment has caused considerable concern and distress. The decision appears questionable given the severity of the situation. Legal advice is being sought regarding this matter. There are serious doubts about the competence and judgment of the healthcare professionals involved in this assessment.

Reception staff dismissive about stopping text messages

Called the practice today and was greeted in an unfriendly manner. The receptionist who answered seemed unhelpful and indicated I would receive a callback, but before I could even request an appointment, they appeared irritated by my call and made assumptions about why I was contacting them. I found their manner to be quite curt. I also asked if the text message reminders could be stopped on my phone, as I felt I was receiving them unnecessarily for clinic appointments I wasn't attending. They responded that they might not be able to stop them and made a dismissive comment under their breath, as though I had made an unreasonable request. I was disappointed by their attitude. They explained the texts were needed for appointment confirmations, but I pointed out that if I book an appointment by phone, I already know when it is scheduled, and that prior to mobile phones, people managed perfectly well without constant reminders. The service used to feel more welcoming, but today's interaction was quite disappointing. Following this, a manager contacted me to apologise after reviewing the call and confirmed that the standard of service fell below what is expected. Update April 24: I continue to receive text messages despite requesting twice via email that they be stopped. If you prefer not to receive multiple unsolicited text messages, this may be a concern worth considering.

Reception staff lacked empathy during urgent appointment

I initially contacted the practice after discovering a concerning physical symptom and was advised by a healthcare professional to seek medical attention. When I called to book an appointment, the receptionist offered a slot three weeks away. I explained that I needed to be seen sooner, and was told to ring back the following morning. The response felt dismissive. I attended at 8am two days later and was seen promptly, which was appreciated. The clinician examined me thoroughly and suggested the issue was likely non-serious in nature, though recommended a course of antibiotics for seven days with instructions to return if the symptom persisted. I returned at 8am as advised. After explaining my situation again and requesting to see the same clinician, I was informed she would not be available until 10.30am. I asked if a female clinician was available instead, but was told only a male clinician was on duty that morning. I was further advised that this clinician was managing his own patient list and might be called away to emergencies, so could not be seen immediately. Feeling pressured, I had to discuss my medical concern with the receptionist while other patients were present. When I questioned why I had been told to return if the clinician wasn't available until later, given my work commitments, the receptionist began listing appointment slots that had apparently just become unavailable, making me feel rushed and as though I was inconveniencing the staff. I left the practice feeling frustrated and unheard. I work within the NHS myself and regularly encounter people with problems I cannot resolve. I always try to respond with understanding and empathy. I believe healthcare staff should demonstrate these qualities, or perhaps reconsider whether the role is suitable for them.

Couldn't get appointment when seriously needed

My spouse has been unwell for an extended period and has been unable to secure an appointment, instead being advised to call back each day. At this point, it seems quicker to arrange other services than to wait for medical attention.

Phone appointment took far too long

Unsatisfactory experience. I requested a remote consultation and encountered a lengthy wait of approximately two weeks. On the scheduled day, I remained available throughout but was not provided with a specific time slot. When contact was attempted, the call disconnected after minimal engagement. I have since rebooked, though the earliest available appointment is several weeks away. The service fell short of expectations, and the reception team appeared dismissive when I raised my concerns.

Welcoming practice that listens to patients

We recently joined this practice and are delighted to have found such an excellent team. The support and attention provided by everyone on staff has been truly remarkable.