Porters Avenue Surgery

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.