Patient Experience Summary

Patient feedback reveals a predominantly positive experience with the practice, particularly regarding clinical care and reception courtesy. Many patients commend the attentive listening, compassionate approach, and professional demeanor of healthcare staff across consultations and procedures. Appointment booking and access have improved notably, with patients reporting efficient scheduling and prompt responses to requests. The online booking system has simplified the appointment process for many visitors.

However, reception experience remains inconsistent. While several staff members receive consistent praise for warmth, helpfulness, and responsiveness, other patients report concerning interactions characterised by rudeness, confrontational behaviour, and administrative errors. Some patients describe feeling dismissed or disrespected at the front desk, which has negatively impacted their overall confidence in the service. Communication barriers and staff inconsistency at reception present ongoing challenges that contrast sharply with the quality of clinical care.

Waiting times and appointment flexibility continue to generate feedback, with some patients noting longer-than-expected waits despite arriving on schedule. A small number of patients have raised concerns about the strictness of appointment policies and the limited availability of face-to-face consultation slots, which they feel restricts access for working individuals. Overall, the practice demonstrates strong clinical capability and moments of exceptional service delivery, though reception consistency and appointment access policies warrant attention.

Appointment

75.89 %
Great

Reception

76.32 %
Great

Cleanliness

81.50 %
Great

Care

82.18 %
Great

Respect

77.64 %
Great

Seen on time

74.22 %
Great

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MY

Mohammad Y. Google one year ago

Rating

Excellent!

Helpful staff made our health center visit smooth

Bansari provided exceptional customer service during my visit to Porters Avenue Health Center with my mother. She was incredibly helpful and took care of all the essential requirements for my mom. I am truly grateful for her assistance. Thank you, Bansari, and I look forward to seeing you again.

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RM

Ramona M. Google one year ago

Rating

Excellent!

Great service and caring medical team

The service here continues to impress me, with the staff being courteous and welcoming. The nurse was exceptionally helpful, listening carefully as I described my medical concerns and swiftly addressing them. The online application has significantly simplified scheduling appointments and accessing medical care. Overall, I'm thoroughly satisfied with my general practitioner.

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MB

Mariyam B. Google one year ago

Rating

Excellent!

Amazing support from a caring professional

Bansari is an exceptional porter who has been incredibly supportive and kind. She truly stands out as a remarkable team member, always going above and beyond to assist me with her wonderful service.

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CD

Corazon D. Google one year ago

Rating

Excellent!

Friendly staff made my day awesome

The employees provided prompt assistance and were friendly and approachable during our interaction.

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DD

Duryanti D. Google one year ago

Rating

Excellent!

Exceptional nurse made my medical experience awesome

Exceptional care provided, with special praise for the nurse who went above and beyond in her attentiveness and support.

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RI

Ruqqaya I. Google one year ago

Rating

Excellent!

Compassionate doctor who truly cares for patients

Dr. Sohail Hameed is an exceptional physician who consistently demonstrates compassion, professionalism, and a genuine commitment to caring for my entire family. He is attentive, kind-hearted, and always goes above and beyond to provide support and medical guidance.

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AH

Ayodele H. Google one year ago

Rating

Excellent!

Exceptional service from a professional customer rep

Qazi demonstrated exceptional customer service with his courteous and efficient approach. He promptly addressed my inquiry and diligently ensured that my needs were fully met from start to finish.

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MC

Michaela C. Google one year ago

Rating

Excellent!

Quick and comfortable dental visit with anna

Anna performed the procedure with remarkable speed and minimal discomfort, making the entire experience smooth and hassle-free.

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TF

True F. Google one year ago

Rating

Bad!

Worst medical experience ever at local clinic

Appalling Healthcare. The NHS must investigate their operations. Unprofessional doctors demonstrating clear incompetence. Reception staff conversing in a private language while patients wait in line???? The front desk team desperately requires proper customer service training. My encounter today was absolutely dreadful.

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EB

Erik B. Google one year ago

Rating

Great!

Exceptional service from a stellar receptionist

Shimju demonstrated exceptional customer service as a receptionist, displaying remarkable politeness and composure. They handled my entire request seamlessly, earning a perfect score for their professionalism and helpfulness 🙂

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DJ

Diana J. Google one year ago

Rating

Excellent!

Attentive doctor with quick referrals and care

Dr. Kush was attentive and responsive during my consultation, addressing my health concerns efficiently and arranging necessary referrals without unnecessary complications. I'm thoroughly satisfied with this general practitioner, particularly because scheduling appointments is much quicker compared to my previous doctor, and they're proactive about sending patients to specialists when additional medical examination is warranted.

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AT

Ann T. Google one year ago

Rating

Excellent!

Fast and efficient medical care when needed

Incredibly prompt response from the team - I called and they scheduled me an appointment immediately, fitting me in right away on the very same day.

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SS

Sheralee S. Google one year ago

Rating

Excellent!

Amazing doctor with exceptional patient care

I had a phone consultation with Dr. Kush, who followed up with an additional call to provide further clarification. He was incredibly supportive and I truly appreciated his assistance.

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KG

Kamalika G. Google one year ago

Rating

Excellent!

Friendly receptionist made my day better

Bansari at the front desk provided exceptional customer service, displaying genuine warmth and going above and beyond to assist me.

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LL

Lisa L. Google one year ago

Rating

Excellent!

Fast service with caring medical staff

I was able to schedule a visit without delay, and the healthcare professional I consulted with demonstrated exceptional courtesy and a serene demeanor.

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MS

Maxine S. Google one year ago

Rating

Excellent!

Compassionate nurse made my screening a breeze

I recently had my cervical screening, and the nurse, Annie, was absolutely wonderful. Her warm and engaging demeanor helped me feel completely at ease during the procedure. She maintained a friendly conversation throughout, which helped calm my nerves. The entire process was swift and surprisingly painless. I'm truly grateful for her compassionate approach and professionalism. A big thank you to Annie for making what could have been an uncomfortable experience so positive :)

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VT

Valeria T. Google one year ago

Rating

Excellent!

Compassionate nurse made my medical visit stress-free

I visited the medical facility at Porters Avenue today and had an appointment with Nurse Annie, which turned out to be a positive encounter. Recognizing my nervousness, she took the time to thoroughly explain the details of the appointment. Her demeanor was exceptionally compassionate and courteous, and she listened carefully to all of my concerns. I truly appreciate Nurse Annie's professional and caring approach.

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RK

Ruby K. Google one year ago

Rating

Excellent!

Caring doctor who truly listens and helps patients

Dr. Sohail Hameed stands out as the top physician at this medical practice. He is highly regarded by all patients who visit. Many individuals are willing to endure extended wait times just to consult with him. He demonstrates exceptional dedication in addressing and resolving patients' medical concerns.

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VA

Val A. Google one year ago

Rating

Excellent!

Compassionate nurse made my hospital visit better

During my medical visit, Nurse Anna demonstrated exceptional care. She was compassionate, attentive, and took the time to truly hear my concerns. Her guidance was precise and easy to comprehend, making me feel supported and well-informed.

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JF

Joel F. Google one year ago

Rating

Excellent!

Great doctor who truly cares about patients

Dr. Sohail Hameed provided exceptional care, demonstrating genuine concern and empathy throughout my consultation. He listened carefully, offered reassuring guidance, and created a supportive environment that helped me feel at ease. His professional approach and compassionate manner were instrumental in addressing my concerns, and I am truly grateful for his outstanding support.

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About the GP

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Contact Information

Porters Avenue Surgery

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Patient Experience Summary

Patient feedback reveals a predominantly positive experience with the practice, particularly regarding clinical care and reception courtesy. Many patients commend the attentive listening, compassionate approach, and professional demeanor of healthcare staff across consultations and procedures. Appointment booking and access have improved notably, with patients reporting efficient scheduling and prompt responses to requests. The online booking system has simplified the appointment process for many visitors.

However, reception experience remains inconsistent. While several staff members receive consistent praise for warmth, helpfulness, and responsiveness, other patients report concerning interactions characterised by rudeness, confrontational behaviour, and administrative errors. Some patients describe feeling dismissed or disrespected at the front desk, which has negatively impacted their overall confidence in the service. Communication barriers and staff inconsistency at reception present ongoing challenges that contrast sharply with the quality of clinical care.

Waiting times and appointment flexibility continue to generate feedback, with some patients noting longer-than-expected waits despite arriving on schedule. A small number of patients have raised concerns about the strictness of appointment policies and the limited availability of face-to-face consultation slots, which they feel restricts access for working individuals. Overall, the practice demonstrates strong clinical capability and moments of exceptional service delivery, though reception consistency and appointment access policies warrant attention.

Appointment

75.89 %
Great

Reception

76.32 %
Great

Cleanliness

81.50 %
Great

Care

82.18 %
Great

Respect

77.64 %
Great

Seen on time

74.22 %
Great
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