Greenwood Avenue Surgery

Patient Experience Summary

Feedback reveals significant challenges with phone access and appointment booking, with patients reporting unanswered calls, extended waiting times, and rapid availability depletion. Reception experience is consistently cited as problematic, with multiple accounts of discourteous interactions and poor responsiveness affecting first impressions. The recent practice merger has been associated with deterioration in service, particularly regarding phone systems and booking functionality. A new online booking system has generated substantial frustration, especially among patients with accessibility needs or limited digital connectivity. Communication gaps and lack of continuity in care are recurring concerns, with patients describing difficulty reaching staff and inconsistent points of contact.

Positive feedback acknowledges the professional medical team and courteous reception staff at certain locations, with some patients reporting satisfactory appointment waits and attentive care experiences. However, these positive aspects are substantially outweighed by widespread dissatisfaction with operational systems and accessibility. Patients express particular frustration with prescription ordering requirements and the perceived dismissal of their concerns when attempting to access services through alternative channels.