Thames Ave Surgery

Practice missed serious symptoms during mother's illness

My experience with this practice during my family member's illness was deeply disappointing. Despite repeated reports of serious ongoing symptoms, we felt compelled to seek a private medical opinion to obtain a specialist referral that we believe should have been provided sooner. I raised these concerns through formal channels, but in my view the practice's response did not adequately address the key questions we had raised or provide the information we had requested. This reflects my honest account of what we experienced.

Getting appointments here wasn't too difficult

Upon relocating to the area, I was keen to register at this practice after reading the favourable feedback, and I'm pleased I made that choice. The surgery operates to a high standard, appointments are reasonably accessible, and the staff members are genuinely supportive and attentive. The reception and nursing teams in particular demonstrate exceptional helpfulness and compassion, consistently going the extra mile to assist patients.

Clean surgery with helpful reception staff

Excellent medical professional who has been with the practice for many years. The reception staff are outstanding and the facilities are very well maintained.

Friendly practice with attentive doctors

The practice consistently delivers excellent care. The clinical team here stands out as particularly skilled and knowledgeable.

Reception team always helpful with queries

I registered with this surgery in 2018 after moving to the area. I had looked at various reviews and reports before deciding which practice to join. I'm very pleased with my choice. The clinical staff have been consistently lovely, helpful, and professional, showing genuine interest in providing good care. I've had positive experiences across the team, including with reception and administrative staff who have always been willing to assist with any questions or concerns. Overall, the practice has an excellent team. I'm very grateful for the care I've received and would encourage them to continue their good work.

Receptionists helpful and appointments easy to get

I cannot commend this practice highly enough. I have never experienced difficulty obtaining an appointment, and the reception staff are consistently supportive and courteous. There may be a brief wait when calling through, but this has never been an issue for me. An excellent medical practice overall.

Friendly reception made the visit pleasant

Outstanding medical practice

Friendly staff made us feel valued

We were very fortunate to register with this practice in 2020 after losing confidence in our previous healthcare provider. The clinical and administrative staff are friendly, helpful and professional. We feel valued as patients and they demonstrate a genuine and caring approach, which we believe is an important aspect of the treatment and recovery process. We are grateful for the service we receive.

Friendly reception staff made all the difference

I'm really appreciative of having access to such excellent healthcare professionals. The front desk staff are wonderful and incredibly welcoming. I'm truly thankful for the dedication and effort they put in. Thank you very much.

Receptionist went above and beyond with help

I cannot speak highly enough of this practice. While I hear many complaints about appointment availability elsewhere, I have consistently been able to secure appointments here. The team consistently exceeds expectations. Even during particularly busy periods, when I recently required assistance with a prescription matter, the reception staff demonstrated exceptional helpfulness and professionalism. I feel genuinely fortunate for the level of care that both I and my family receive, which rivals what one might expect from private healthcare. The leadership has built a remarkably effective team that clearly understands what good service looks like. The clinical staff have also been outstanding. My circumstances have improved considerably over recent years, largely because I feel genuinely heard and listened to. I am deeply appreciative to be a patient here, and I consider the entire team to be excellent at what they do.

Phone receptionist lacked empathy and professionalism

Overall, I have generally experienced positive interactions with this practice. On this particular occasion, however, I called to discuss some confidential test outcomes. The receptionist who answered was dismissive and showed little compassion. During the process of taking my details, they mispronounced my name, and I could hear other staff members laughing in the background. I felt compelled to correct them, and it appeared they were struggling to maintain composure. This behaviour felt disrespectful, discourteous, and fell well below the standard of professionalism I would expect.

Staff took time to listen to concerns

My Father's Medical Practice. A traditional surgery with an old-fashioned approach, where staff go out of their way to help. They respond promptly to calls and take genuine time to hear what patients have to say. My own practice is located in the local area and has not met my expectations in comparison. I found the previous practice more satisfactory.

Felt unheard and dismissed at appointment

I found it difficult to establish a rapport with the clinician I consulted. They appeared dismissive of my health concerns and suggested that the NHS would be unable to provide assistance. I feel disappointed with the standard of care I received. In my view, the service fell short of expectations, and I have concerns about the competence of the staff involved.

Efficient staff despite the phone queues

I would like to express that this medical practice, including the reception team, clinical staff, and nursing team, all demonstrate considerable competence in their roles. The practice is consistently busy, and there are naturally queues when contacting them by telephone, but based on my experience, the team handles this workload efficiently, demonstrates good knowledge in their work, and I am very satisfied with the care and service I have received.

Friendly staff made the appointment smooth

An excellent medical practice. The entire team demonstrates friendliness and operates with impressive efficiency. It would be wonderful if all healthcare facilities maintained such high standards!

Receptionists lack empathy with unwell children

This is a well-run practice with capable clinical staff. However, some of the reception team members can come across as dismissive, which is particularly distressing when dealing with a poorly child. I have experienced sarcastic responses on multiple occasions, and it appears that awareness of recent patient circumstances may not always be reflected in their interactions.

Friendly staff who actually listen on the phone

Extremely friendly team members. Always make an effort to assist you when you get in touch. Clinical staff work very efficiently and maintain a welcoming approach. They managed the vaccination program with great professionalism.

Thirty years of consistent patient-centred care

Consistently efficient and patient-focused care throughout my time here. Have been attending for over 30 years and have never considered switching to another practice.

Helpful reception staff made all the difference

Outstanding practice. Extremely supportive and caring staff - would definitely suggest to others.

Reception staff made us feel genuinely supported

I would like to extend my best wishes to all the staff at the local surgery. My family and I have been registered with this practice for a considerable time and have consistently had positive experiences. The front desk team demonstrate kindness and commitment, making genuine efforts to assist patients. The clinical staff are dedicated professionals who allocate sufficient time to each patient's needs. Throughout the pandemic, they maintained their service by offering remote consultations via telephone and video calls. I had considered relocating last year, but the prospect of changing practices was not something I wished to pursue.