Mount Avenue Surgery

Dr Eka Best GP In Practice

Sadly not long after having surgery, my experience with a GP from this practice was far from professional, on the contrary sad to say it was very distressing how i was treated. & not at all professional. Hence thankfully having seen Dr Eka on future appointments, from my experience i would like to say Dr Eka is one of the Best GP's in this practice. Overall I have found Dr Eka's to have a person centre approach, is Deaf Aware, with great Interpersonal skills, knowledge & delivers compassionate care. Thank you, all of the above is extremely appreciated.

Felt genuinely supported through an anxious procedure

I attended the surgery for a procedure that typically makes me feel anxious. The staff member who assisted me was wonderful. They explained everything in a very professional manner, provided excellent support throughout, and it was the best experience I have had at the facility. I am very grateful for their care.

Reception staff kept cutting calls off abruptly

My experience with the reception staff at this practice has been quite disappointing overall. I found them to be argumentative, prone to interrupting conversations, and seemingly indifferent to patient concerns. Most frustratingly, calls have been disconnected before being properly answered. I have had to manage my dealings with this practice on behalf of elderly relatives who depend on their services.

Receptionist helped me sort my NHS app

I was pleasantly surprised by the level of service I received during my visit. A member of the reception team made a genuine effort to assist me with resolving an issue with my NHS app. I am very grateful for their helpfulness.

Reception staff were reluctant to share test results

Following imaging assessments at the hospital, I was assured that a referral to a shoulder specialist would be arranged. After considerable difficulty, I eventually secured an appointment with a physiotherapist, which took approximately four weeks. During this time, I requested copies of my imaging results from reception staff, who were reluctant to provide them and initially stated the results were normal. I questioned this, as the hospital clinicians had described findings that suggested otherwise. When the results were finally printed, they aligned with what the hospital had communicated. The receptionist then suggested an external provider had indicated the results were normal, though that organisation denied making any such statement. It was actually a senior physiotherapist who had recommended the imaging in the first place. Beyond receiving general information materials, the support offered felt limited. I have experienced a prolonged journey spanning approximately a year, with various parties providing conflicting information about correspondence. A letter was reportedly sent on a specific date but never reached me. Eventually, I was seen by a physiotherapist at the practice, who then made the referral to the shoulder specialist. After this extended period of going back and forth, I now face a further wait of several weeks to see the specialist. Had the imaging been recommended at an earlier stage, my ability to manage independently may not have been so significantly affected, and I would not have endured such a prolonged period of pain. I have been a patient at this practice for many decades.

Friendly receptionists made booking straightforward

My first appointment at this surgery was positive. The reception staff were friendly and helpful. The clinician I saw was lovely and made for a pleasant experience. Thank you!

Helpful staff despite longer appointment waits

Appointment availability can sometimes involve longer waiting periods, though I believe this may be a systemic issue rather than something specific to this practice. I have experienced some challenges obtaining certain medications that require authorisation through the surgery, particularly when prescribed elsewhere, though this appears to reflect broader coordination difficulties within the NHS systems. Despite these challenges, the support I have received from both the nursing and reception teams has been outstanding. The staff have consistently demonstrated helpfulness and clear communication. The nursing team creates a reassuring atmosphere with their professional approach, and the reception staff have been particularly considerate when handling sensitive matters whilst actively working to connect me with the appropriate care. I am genuinely grateful for the dedication shown by everyone here.

Automated system leaves you hanging repeatedly

An automated service that calls you and instructs you to ring back at a later time? Yet when you do call back, nobody answers the phone.

Quick appointment booking and friendly staff

I have recently joined this practice after leaving my previous surgery following a lengthy period of registration there. What a pleasant experience—I was able to secure an appointment without excessive waiting and found the clinician I saw to be very pleasant. The administrative team are also friendly and efficient.

Always felt listened to at this practice

We have consistently received outstanding care at this practice.

Receptionists made me feel genuinely welcome

Excellent team, particularly those working on reception. Appreciate how consistently pleasant and helpful they are.

Quick callback and same-day appointment arranged

Phoned on a weekday morning requesting an urgent appointment for a family member. Brief wait in the queue, callback within 10 minutes from a clinician and an in-person appointment later that same day. Excellent service. Thank you!

Reception made me feel genuinely welcome and heard

Thank you for seeing me today. My experience with you and your surgery has consistently been excellent. You create a warm and welcoming atmosphere that puts patients at ease. Even when appointments run behind schedule, I've never felt rushed during my consultations. This level of attentiveness is increasingly rare in healthcare settings nowadays. I'm grateful for the thoughtful care provided at this practice.

Quick appointment despite morning rush

Life generally follows the principle of balance and reciprocity. I recognise that some of my neighbours have had difficult experiences, but I believe that with persistence they too will find positive outcomes, as my own experience at this practice has consistently been good. Compared to stories I hear about other surgeries, I feel we are fortunate here. Receptionists respond to the energy you bring; if you approach them with frustration they may become more defensive, as they are frontline staff tasked with protecting both their clinicians and patients. However, I have only encountered warm welcomes and friendly conversation at the reception desk. Many patients may not realise that speaking to the practice manager is always an option if concerns arise. I have also heard neighbours mention difficulties getting appointments. Yet when I visited yesterday with a persistent cough that had lasted a week, the receptionist was able to offer me a slot at 10:30am on the same morning—which is remarkably quick. I have not consulted with every clinician at the practice, so my experience is limited to several of them. Most have been attentive listeners who offered sensible, practical advice delivered in a friendly manner. One clinician was somewhat more direct in their approach, though this was not necessarily negative. I have found one particular clinician to be especially suited to their role, with an excellent bedside manner and genuine commitment to patient care. Notably, this clinician continued to see patients whilst managing their own health concerns, prioritising positive experiences for all who attended. This review is intended as appreciation for the whole team, as recognition and acknowledgement help us all to maintain our commitment and effort in our daily work.

Staff listened and helped manage my health

I am a patient at this surgery. I have a complex medical history and appreciate how the staff have supported me. I cannot thank them enough for their care and assistance with managing my health. Thank you.

Kind and professional approach made all the difference

Excellent service. I particularly appreciated the kind, professional and compassionate approach demonstrated by the clinical staff member I saw.

Seen quickly and treated with genuine kindness

I would like to take this opportunity to express my gratitude to the nursing team and staff at the practice. Their professionalism and friendly approach were greatly valued. I was seen promptly upon arrival, which I appreciated. I would also like to extend particular thanks to the clinician I saw. Their professionalism and compassionate care made a real difference to my experience. Thank you all very much.

Receptionist listened and got me same-day appointment

While waiting briefly to speak with reception staff, they were courteous and attentive to my needs. They managed to schedule an appointment for me on the same day in a very professional manner. I was pleasantly surprised by the quality of service provided, particularly given the common complaints one hears about appointment availability. The experience was excellent and much appreciated.

Receptionists blocking access to doctors unfairly

I have been attending this practice for over thirty years, and I am disappointed to see that it has declined significantly from what was once a highly regarded surgery. I have concerns about the approach taken by reception staff, who appear to make decisions about whether patients require medical consultation. Following a difficult exchange last week, I eventually managed to speak with a clinician who requested that I attend for a blood test urgently. When I called the following day as the results were time-sensitive, the receptionist advised me to wait for the doctor to review and contact me if necessary. Despite explaining that I had received my results and that clinical discussion would be needed, I was told to wait. After a week had passed, I was contacted to arrange an appointment, during which the clinician called without appearing to have reviewed my case beforehand or understanding the purpose of the consultation. This was frustrating, particularly as my specialist had already reviewed the results and I am now proceeding with hospital treatment.

Reception staff dismissed my concerns repeatedly

I felt completely unsupported throughout my time at this practice. I was disappointed by the level of care I received and felt dismissed on multiple occasions. During a particularly difficult period when I needed assistance most, I did not feel that the practice provided the help I required. The experience caused me considerable stress and frustration. I would have serious reservations about recommending this practice to others seeking medical care, as I found it to be unhelpful overall.