Mount Avenue Surgery

Told to wait while symptoms kept getting worse

Every time I visit the surgery, I'm advised to wait a bit longer. This has happened twice recently. After returning a week later with symptoms that had become worse, I was told to wait another 10 days. Rather than investigating what might be causing the issue, it feels like the approach is to hope symptoms resolve naturally rather than thoroughly exploring the underlying cause. I'm concerned that if symptoms do improve on their own, there could still be an undiagnosed problem. The repeated advice to simply wait longer is frustrating. I was quite distressed during my last appointment because my symptoms had significantly worsened and were affecting my wellbeing. I was told to wait another 10 days. This experience has felt very disappointing.

Reception staff showed respect when others didn't

I delayed scheduling appointments for quite some time following previous negative encounters. The receptionist I spoke with most recently demonstrated professionalism, helpfulness, empathy and expressed regret regarding the lengthy waiting period for an appointment slot. I recognise the significant pressures and resource constraints facing the NHS, and I only seek appointments when truly essential. That said, I do anticipate receiving basic respect and thoughtful attention during consultations and interactions. Unfortunately, I have had appointments with two clinicians who have not met this expectation. I have encountered some genuinely pleasant healthcare professionals in the past, though I cannot recall their specific names. It is deeply distressing to feel apprehensive about consulting with a particular clinician, and to seek assistance only to experience what felt like dismissive treatment. These two clinicians in particular appeared to prioritise arguing and making me feel judged rather than listening as I calmly and respectfully outlined my concerns. I found it difficult to express myself without being interrupted or met with visible irritation. I contacted the surgery to explain that I believed my previous assessment may have been inaccurate, and I simply wanted a fresh evaluation to ensure correct diagnosis and suitable care. I cannot convey how profoundly disheartened I felt following this recent appointment. Beyond an absence of empathy, there was a noticeable lack of courtesy and professional conduct. It is unfortunate that a small number of negative interactions have somewhat diminished my overall impression of the practice, when many other staff members provide good service.

Receptionists made getting appointments really easy

I've had a really positive experience with the staff over the past few weeks during a difficult time. They've been extremely helpful in getting me seen promptly and have shown great understanding throughout. My previous visits to this practice weren't as good, but the reception team have made a real difference with their excellent service. I'm very grateful!

Reception staff were unhelpful and dismissive

The reception team's conduct fell short of professional standards, and the clinical staff did not meet expectations.

Quick appointment after calling in

Excellent service - I called about a health concern and was offered an appointment within a very short timeframe.

Polite staff made me feel understood

I believe this is the finest medical practice I have attended. All members of the team demonstrated politeness and professionalism throughout my visits. The clinicians and support staff were genuinely pleasant and showed great compassion. I would happily suggest this surgery to anyone seeking healthcare.

Helpful staff but phone lines get busy

Outstanding neighbourhood practice with committed and supportive team members. Demonstrate expertise and provide reassurance through their approach. The telephone lines can become quite congested during peak times.

Prompt appointments and caring staff throughout

We have consistently had a very positive experience at this surgery. My family members and I have always been able to access appointments without difficulty, and the care and professionalism demonstrated by all clinical and administrative staff has been consistently excellent. We have attended on numerous occasions and have never encountered any issues. I genuinely value and appreciate this GP practice.

Reception team made us feel genuinely supported

I checked the opening hours online and was surprised to find some unfavourable reviews posted about the practice. Throughout our time as patients, we've consistently received excellent support from the reception staff, administrative team and clinical staff across the board. I've occasionally needed time to fully grasp the systems and the sheer workload they manage (I was genuinely impressed to learn about the vast amount of documentation they process and verify daily). Having a child with an ongoing health condition, we've experienced them to be remarkably accommodating and adaptable in their approach, particularly as they've become more familiar with our circumstances.

Friendly staff who really listened to me

The team demonstrated genuine warmth and friendliness, combined with a professional and compassionate approach to care.

Poor communication and unhelpful reception staff

I had an extremely negative experience at this GP practice and would strongly recommend others consider alternatives. I found the overall standard of care to be significantly below what I would expect. One clinician in particular demonstrated communication skills that I felt were inadequate, coming across as impersonal and lacking in empathy. I did not feel heard or understood during my interactions, and I found the approach to be insensitive to my concerns. This experience has left me feeling that the practice does not meet professional standards, and I intend to raise my concerns through formal complaint channels. The reception staff also contributed to my poor experience, appearing unhelpful and dismissive both over the phone and in person. I observed what I perceived to be breaches of confidentiality protocols. The overall atmosphere of the practice felt unwelcoming and unprofessional. I would not recommend this practice to others and would encourage people to seek care elsewhere.

Staff were polite but care fell short

My mother was a patient at this surgery and while the staff were generally polite and helpful, she found one clinician to be dismissive and lacking in empathy during a challenging period. She felt the standard of care fell short of expectations and I would not recommend this practice to others.

Never had trouble booking appointments here

I hear stories about other GP practices and it's concerning. It sounds like they could benefit from learning from this practice - I've never experienced any problems with booking appointments and the team members are genuinely compassionate. Thank you.

Friendly staff made me feel welcome

I'm relatively new here, but I've found the staff to be welcoming and supportive.

Friendly receptionists got us same-day appointment

I don't normally leave reviews, but after switching from my previous practice to my current one, the difference between the two was astonishing. The reception staff are friendly and helpful. I was able to secure an appointment for my daughter on the same day I called. The clinician I saw was excellent, I didn't feel rushed, and felt genuinely comfortable discussing my concerns.

Quick booking and caring wound care

Although my concern was straightforward, involving only basic wound care procedures, the front desk staff were efficient and supportive in arranging my appointment, and the clinical team who provided the treatment were all kind and considerate, making the experience considerably more comfortable.

Phone appointments only despite other surgeries reopening

Despite the end of Covid restrictions and other medical practices resuming in-person consultations, this surgery continues to offer only telephone appointments. This occurs after being told that the phone lines are currently too busy and to try calling back at a later time to schedule an appointment.

Reception staff attitude has declined significantly

This practice was previously considered one of the finest in the area, but it has since experienced a significant decline in standards. The reception team's conduct has become increasingly unprofessional. I would genuinely welcome the opportunity to observe the clinical staff during their daily work to better understand their processes. While I can appreciate the shift away from in-person consultations, accessing telephone appointments presents considerable challenges, with waiting times extending to several weeks. It is disappointing that management has permitted the practice to deteriorate to this extent.

Receptionists were lovely and caring throughout

Unfortunately I've had to leave the surgery due to relocating, but I'm rather saddened by the negative reviews. I would have given 5 stars had it not been for one particular clinician who I found to be hostile towards me and dismissive of my concerns. This experience was disappointing. However, two other clinicians were nothing short of phenomenal. In one instance I had a blood test in the afternoon and one of them contacted me before 9am the following day to arrange for me to attend the nearest hospital. When I arrived I found that they had called ahead personally to expedite my care. Their actions were greatly appreciated and made a significant difference to my situation. The reception team were always lovely too.

Receptionist got us an urgent appointment quickly

Received excellent service. The receptionist arranged an appointment for me within an hour and my son was seen by two clinicians. One of the doctors showed genuine concern and referred my son directly to the emergency department for treatment. They even followed up the next day to check on his progress. Really appreciate the care and concern we received.