Mount Avenue Surgery

Long waits and unhelpful reception staff

It was frustrating to experience such a lengthy wait for an appointment conducted over the phone. I required a repeat prescription for my medication, which wasn't set up for automatic renewal and therefore necessitated a consultation. The reception staff member's suggestion to call back daily in hopes of a cancellation slot didn't feel particularly supportive or understanding of the situation.

Receptionist staff were efficient and polite

The reception team demonstrated efficiency and courtesy throughout their interactions.

Long waits for phone appointment callbacks

This practice has been extremely disappointing. Since the pandemic, consultations continue to be conducted remotely rather than in person. Despite having multiple practitioners available at the surgery, there always seems to be only one present during operating hours. When I contacted to request an appointment, I was informed of a significant delay before a callback could be arranged. The situation feels frustrating, with concerns that practitioners may be prioritising private commitments, which appears to place additional strain on hospital staff. This feels symptomatic of broader pressures on the NHS system.

Receptionists blocking access to appointments for weeks

I feel that despite the pressures facing the NHS, there should be a stronger commitment to patient care standards. The reception staff, while doing their job, seem to make it difficult to secure appointments in a timely manner. I have been waiting an extended period for a concerning symptom to be evaluated, and I experienced a significant reaction that caused considerable discomfort for several days. Even when I attended in person to demonstrate the issue, I did not receive prompt attention. The level of service has noticeably declined compared to what I previously experienced at this practice.

Receptionist was dismissive about my injured foot

I have had two very negative interactions with receptionists at this practice. After injuring my foot while away, I attended a medical centre abroad where I received treatment and was advised to follow up with my GP upon returning home. When I called to book an appointment as I was still unable to walk properly, I was told the practice does not handle foot injuries and that the earliest available appointment was several weeks away, with a suggestion to pursue private care if I was concerned. I submitted a formal complaint, following which a clinician contacted me and I was seen. The examination revealed an infection requiring antibiotics and anti-inflammatory medication. I was troubled that a receptionist without medical training had dismissed my concern and provided clinical advice. The clinician also arranged blood tests to investigate a possible underlying condition and provided a referral. I subsequently received notification that my test results were ready and needed to be discussed with my GP. When I called to arrange this appointment, I experienced another difficult interaction with reception staff. The receptionist disputed that I had received the notification and suggested I may not have, then stated the next available slot was mid-June. When I attempted to read back the message I had received, the call was disconnected. I find this experience unacceptable and intend to escalate my concerns through appropriate channels.

Reception staff cut me off repeatedly

I found the receptionist's approach to be quite disappointing. When NHS 111 directed me to arrange an urgent appointment following my recent house move and temporary registration, I experienced significant difficulties during the call. The receptionist interrupted me repeatedly and seemed dismissive from the outset, stating they would be unable to accommodate me. This meant I had to resort to using my partner's surgery instead, despite them being unable to offer an appointment that day. The receptionist did mention she would consult with her manager, but by that point I was too frustrated to continue the conversation. Overall, the interaction lacked understanding and patience, and I felt the service fell well short of what I would expect from a healthcare reception team.

Reception staff ignored patients while chatting

I called the surgery to request a repeat medication request procedure for collection from my local pharmacy for my son who had recently turned eighteen. It took eighteen minutes to get through. I was instructed to attend in person with a letter. Upon arrival, I observed two staff members at reception engaged in personal conversation and appearing inattentive to patients waiting at the desk. When they became available, I handed over my letter and was told to wait a couple of days before visiting the pharmacy. Four days later, the pharmacy informed me they had not yet received the prescription. My son had run out of medication and was experiencing distress. I called the surgery again and waited twenty minutes to get through. A staff member asked several questions before attempting to place me on hold, but the call was disconnected and I was not called back. From what I could hear, it appeared the staff member may have been unfamiliar with the telephone system. I called once more, waiting fifteen minutes this time. Another staff member explained that our letter had not been scanned into the system and could not clarify whether the letter had been misplaced or was still awaiting processing, as she needed to check in another room. I was asked to return with another letter and another consent form. I expressed concern that my son was without medication and experiencing significant symptoms, asking what we should do in the interim. The staff member responded that she could not discuss my son's situation due to confidentiality regulations, which seemed inconsistent given that confidentiality had not been raised as a concern during our earlier interactions. I found my interactions with the three reception staff members to be frustrating, marked by what appeared to be insufficient training and a lack of attentiveness to patient needs.

Reception staff were unhelpful and rude

The reception team's service fell short of expectations, with interactions that came across as discourteous and unhelpful, alongside information that proved to be inaccurate. There appears to be a need for improved training in customer service and professional communication standards.

Doctors too busy for administrative support requests

Medical staff often seem difficult to reach when administrative matters require urgent attention. This includes handling significant paperwork with relevant government bodies. The frequent claim of being occupied is an unsatisfactory answer for a service that serves the public.

Long waits and dismissive management experience

The waiting times at this practice are extremely lengthy. The management team proved to be unhelpful and dismissive when approached. It feels as though patient care is not prioritised.

Refused appointment over Covid concerns without listening

The initial surgery declined to offer an appointment due to concerns about potential Covid symptoms. I mentioned that I had already completed a home test with a negative result, though I was told these tests have limited reliability and accuracy. This left me questioning their usefulness. I was advised to obtain a proper test instead and was given an appointment at a different location on the same day, which seemed unnecessary. Fortunately, I was able to travel to this alternative surgery, where the staff were very supportive and I received antibiotics for a significant chest infection. The results from the second test came back today showing negative.

Receptionists helpful but manager wasn't

The management team could be more responsive to patient needs. It is unfortunate, as the reception staff are generally very pleasant and helpful.

Receptionists handled the pressure really well

I have consistently found the reception team to be extremely supportive and have never experienced difficulty in securing an appointment. However, I have observed other patients being verbally abusive towards the reception staff. Given the significant pressure the practice has faced, I believe they have performed exceptionally well. The clinical staff are also excellent, and the care provided to my late husband was outstanding.

Reception staff need significant attitude improvement

Clinical staff - knowledgeable, reassuring, supportive Nursing team - pleasant, approachable, supportive Reception team - unhelpful and unwelcoming I have concerns about the reception staff at this practice. Their approach has been consistent over many years. They appear unwilling to assist, confrontational and frequently discourteous. During times when vulnerable patients require assistance and care, I find it difficult to understand how this standard of service continues. The reception team should reflect on their conduct and dismissive demeanor. While dealing with the public during challenging circumstances is demanding, how one responds to these situations reveals one's professionalism. I would encourage the practice to work with reception staff to align their approach with the positive culture demonstrated by other members of the team.

Receptionist turned patients away to wait outside

The receptionist was not permitting patients to wait inside the surgery. I observed an elderly patient leaving after being instructed to remain outside. I was disappointed by this approach to patient care.

Receptionist couldn't find me after thirty years

Disappointing service experience. I attended the surgery in person, but was instructed to contact them by telephone as walk-in appointments are no longer available. When I called, the receptionist was unable to locate my details on the system, despite having been a registered patient for many years. As I required an urgent appointment, I felt obliged to explain the reason for my visit, which I found unnecessary. It seems that alternative methods of booking, such as online applications or email, might be more convenient and efficient options.

Struggling to book an appointment here

Extremely difficult to secure an appointment at this practice.

Long wait for next available appointment

The wait time between appointments is extremely lengthy, with significant gaps in availability despite the practice continuing to accept new patients. This creates considerable frustration with the current booking system. The appointment scheduling appears inadequate for the patient demand.

Difficult to book appointments and parking issues

Disappointing experience overall. Accessing appointments proves quite difficult, and the parking situation leaves much to be desired.

Extra time made all the difference

I appreciate the additional time given during my recent appointment. I don't visit the practice frequently, and my visits are typically brief, but the clinician took the necessary time to address my needs properly.