Church Avenue Medical Group

Staff listened and responded promptly

The team demonstrated genuine empathy and care, addressing patient needs efficiently, promptly, and in a professional manner.

Online booking system didn't match phone access

Attempting to secure an appointment on the same day proved difficult. I attempted to book through the online system, but was informed that my presenting concerns necessitated speaking with someone immediately. When I called the practice to arrange this, I was unable to reach anyone. I found this frustrating and questioned the value of being registered with a local practice, feeling the service fell short of expectations.

Long waits but staff were helpful

Medical practice experiencing the same challenges that appear to be widespread across healthcare facilities nationwide. ...waiting times

Receptionist was genuinely helpful and kind

The front desk staff were accommodating and supportive.

Reception attitude has improved but mental health support remains inconsistent

The practice successfully addressed my physical health concerns promptly, however there has been a significant gap in mental health support spanning several years. I was prescribed medication without adequate information about potential dependency risks, and when I sought assistance in discontinuing it, the practice withdrew support. This has been a considerable disappointment. Upon disclosing concerns about medication dependency, the response was dismissive rather than supportive. The practice later emphasised that the medication was unsuitable for extended use, despite having prescribed it for an extended period. I managed to reduce my dependency independently over several months, navigating this process without professional guidance whilst experiencing considerable distress and associated symptoms. Update: Mental health conditions are not handled with sufficient understanding or compassion at this practice. The administrative procedures are unclear, and responses can vary depending on staff availability, sometimes appearing impatient when queries are repeated for clarification. My overall experience with mental health care here has been disappointing on most occasions. However, I recently had a consultation with a clinician who demonstrated genuine attentiveness, took my concerns seriously without dismissing them, and proactively arranged multiple follow-up appointments to monitor my progress and organised additional testing during the same visit. The quality of care appears inconsistent. Reception staff interactions have been problematic historically, though this seems to have improved recently.

Long-term patient disappointed by phone consultation manner

I have been a patient at this practice for over two decades. The service used to be excellent with a welcoming team. During a recent telephone consultation, I experienced what felt like an unnecessarily defensive response when I made a straightforward request. The clinician interpreted my polite question as demanding in tone and expressed displeasure with how I had phrased it. I found this reaction disproportionate to what was a simple, courteous ask, and it left me somewhat disappointed given the practice's previously positive reputation.

Caring practice that actually listens to you

Compassionate and prepared to dedicate attention to your concerns.

Reception staff need better communication training

The reception team could benefit from additional training and support. I find it uncomfortable having to disclose extensive details about my medical history to reception staff. When I initially requested an appointment, I was informed that no further slots were available until a later date. I enquired about submitting a request by email instead, as I simply needed a blood test arranged. However, I was provided with an incorrect email address—one for the administration department rather than the appropriate contact. I subsequently called back at a later time to reiterate my request for a blood test to be scheduled. The receptionist suggested that this did not constitute an urgent appointment matter. I explained that the nature of my health concerns made this a priority for me and elaborated on my situation. I also mentioned my discomfort with having to share detailed medical information with reception staff. The receptionist's response was to suggest that I could simply describe the matter as personal in future interactions, and indicated that detailed medical history was not necessary to communicate. This was delivered in a somewhat dismissive manner. Following this experience, I have felt increasingly anxious. The overall standard of service fell short of what I would have expected.

Long waits and inconsistent service quality

The service experience has been inconsistent and occasionally frustrating across different departments. Communication can be challenging, and there have been instances of administrative issues with referrals and documentation. Accessibility to appointments presents difficulties, and wait times tend to be lengthy. While clinical competence is generally adequate when appointments are secured, the quality of service varies noticeably depending on which staff member is involved and the nature of the query. The overall experience would benefit from more consistent standards across all areas.

Phone booking process felt dismissive and unhelpful

Called the surgery to arrange either a telephone or in-person appointment for my young child who was experiencing respiratory symptoms and a cough. The response was to call back later, with the possibility of an appointment several days away. I was frustrated by what felt like a significant delay for a small child requiring medical attention. The staff member handling the call came across as unhelpful and dismissive.

Reception staff were unhelpful and rude on the phone

We have been repeatedly let down by the reception staff at this practice. On multiple occasions, we have found them to be discourteous, unhelpful, and dismissive when calling to request assistance from a clinician. We have consistently remained polite and courteous in our interactions, yet the experience has become increasingly frustrating. We recently needed to contact the practice following a visit to accident and emergency with our young child who was unwell. When we called the surgery, we felt the manner in which we were received by a member of the reception team was unprofessional and unhelpful. As the first point of contact, the reception experience significantly impacts the overall stress of seeking medical care, particularly when dealing with a poorly child. This added unnecessary strain to an already difficult situation. It is unfortunate because the clinical staff are genuinely pleasant and attentive. However, the reception experience detracts considerably from the overall quality of care. While we would recommend the practice for the quality of the doctors, we cannot recommend it without reservation due to the challenging interactions required before reaching clinical support.

Good social distancing measures at reception

The practice's implementation of physical distancing protocols during the pandemic was well-managed, with appropriate barriers in place to protect patients.

Staff really listened to my concerns

I cannot speak highly enough of the entire team.

Doctors who actually listen to you

Excellent healthcare professionals throughout

Staff went the extra mile for me

I have nothing but praise for this practice. The team members are excellent and the level of care provided is outstanding. They go above and beyond to help their patients.

Reception staff were professional and helpful

Excellent. The reception team is very professional and my GP is kind, caring, helpful and thorough.