The Avenue Medical Centre

Terrible service for diabetic patient's urgent prescription

Utterly appalling behavior from the reception staff, particularly Lauren, who addressed me with a dismissive and uncaring attitude. As a healthcare professional, I would be absolutely mortified if any of my team treated a patient so poorly. They consistently fail to process prescriptions correctly and then inexplicably blame the patient. My son, who relies on insulin as a type 1 diabetic, was completely disregarded. I was callously told to return on Monday, despite explicitly informing them a week earlier that we would run out of medication over the weekend. It's an absolute disgrace, and I'm now compelled to seek care elsewhere. UPDATE I've since transferred to another medical practice, which is immeasurably superior. The receptionist at the Avenue location desperately needs communication skills training. The manager claimed they would investigate my complaint but never followed up, which clearly explains the staff's unprofessional conduct. If management can't be bothered to address these issues, it's no wonder the receptionists behave so inappropriately.

Terrible medical care puts patients lives at risk

For over 25 years, I've been a patient at this surgery where the staff were once exceptional. Now, the reception staff seem to play recklessly with patients' lives. I received a bowel screening letter advising an urgent appointment due to a concerning finding. When I called the surgery, a young receptionist told me I could see a doctor in four weeks. During the Covid period, with my COPD, I developed a chest infection and phoned seeking medical help. I was promised a doctor's callback, but no call came. When I rang again, the receptionist claimed the doctor had called and I'd missed it, despite no missed calls on my phone. She stated the doctor would not attempt to contact me again. Feeling desperately ill, I rode my mobility scooter to the surgery, declaring I wouldn't leave without seeing a doctor, as I genuinely feared for my life. A young staff member began shouting at me, even stamping her feet and threatening to call the police. She would retreat to the office, then return to continue her aggressive intimidation, repeatedly threatening police intervention if I didn't leave. This continued until the practice manager returned from lunch. The entire experience was traumatic and continues to deeply distress me.

Compassionate nurse saves day despite scheduling challenges

Nurse Irene was exceptionally welcoming and helped put me at ease during my visit. However, scheduling appointments remains quite challenging.

Great service with friendly professional team

Spotless, speedy, and highly effective. The employees are friendly and polite.

Terrible medical care that puts patients lives at risk

Two weeks of waiting for a phone consultation regarding scan results is absolutely unacceptable. This medical practice is either overwhelmingly beyond a safe operational capacity or fundamentally failing to meet basic societal healthcare standards. You would genuinely be more effectively served consulting a local witch doctor, who would at least provide an appointment and some form of assistance. The reception staff here are callous individuals seemingly playing recklessly with patients' lives. I had a critical surgical appointment where they repeatedly mishandled my case, eventually providing a rebooking number. Upon calling, every time I stated my name, the raspy-voiced receptionist simply terminated the call. This appointment concerns a potential cancer diagnosis, yet the staff demonstrate appalling unprofessionalism and complete indifference, consistently attempting to deflect blame for their own incompetence. I have encountered not a single front desk employee who isn't discourteous; none appear even minimally competent to perform the basic task of answering a telephone.

Worst customer service ever terrible phone experience

The front desk personnel were incredibly discourteous and displayed a hostile demeanor. From the initial phone interaction, they were markedly unhelpful and provided zero guidance or potential solutions. It seemed their sole objective was to terminate the conversation as quickly as possible. The customer service was absolutely abysmal.

Terrible healthcare service with zero patient compassion

I'm utterly frustrated with this completely ineffective medical practice. What's the purpose of registering with a surgery if you can't receive the essential care you desperately need??? My girlfriend is suffering immensely, and instead of addressing her urgent medical requirements, they seem more concerned with limiting patient access. I joined this surgery expecting proper healthcare, and THAT'S THE WHOLE POINT of registering. Someone in a leadership position (definitely not one of those dismissive receptionists) needs to seriously evaluate how poorly this practice is performing and implement meaningful improvements. It feels like they're discriminating against us because we're council tenants, treating us as though we're not worth their time or effort. They're perfectly content collecting their comfortable annual income from patients while providing substandard service. These receptionists need proper training immediately - having a receptionist title doesn't grant you the right to be callous and unhelpful. They need to get their act together and start showing some genuine care and professionalism.

Frustrating experience with poor customer service

Completely unsatisfactory customer service experience. Made two separate in-person scheduling arrangements. Upon arrival, was told no record of appointments existed in their system. Requested clarification: Provide computer data entry training and identify specific staff member working on May 24th at 4:00 pm.

Terrible healthcare experience at local medical practice

Absolutely the worst medical clinic imaginable. Their service is completely inadequate and unprofessional - steer clear if you value your overall health and well-being

Terrible service from uncaring healthcare professionals

These are truly heartless individuals who show no genuine concern. Claiming to serve the NHS and provide care, their service has progressively deteriorated over the years I've been associated with them. The decline has been nothing short of disappointing and frustrating.

Smooth blood draw with amazing phlebotomist

Visited this medical facility twice for blood work, and the staff are incredibly welcoming. Abi is exceptional at drawing blood on the first attempt, and he's such a pleasant gentleman.

Friendly staff but frustrating appointment booking system

I've only visited this surgery a few times, and each occasion, the staff and doctors have been welcoming and pleasant. However, I now require a steroid injection and followed their instructions to call, but they were unable to schedule an advance appointment as their booking system wasn't yet open. I was advised to call on specific dates to secure a same-day slot - which is completely impractical for someone like myself who is self-employed. When I requested a referral to an alternative local hospital, I was informed this wasn't possible, and my only other option was to pay for private treatment. The whole process seems so inefficient and convoluted that I'm genuinely uncertain whether the information I received was even accurate. I'm feeling quite frustrated and uncertain about my next steps.

Terrible healthcare service that leaves patients frustrated

Complete chaos at this medical practice, with perpetually unavailable appointment slots. The majority of physicians are temporary locums who barely conduct proper examinations! They're overwhelmed with patient volume and critically understaffed. I've completely abandoned seeking care here since it's utterly futile!

Reliable and caring local medical practice

I've encountered no issues with this medical practice, and while it can get hectic and calling first thing in the morning can be frustrating, every healthcare provider is currently operating under immense pressure! The staff consistently demonstrate a welcoming and supportive attitude.

Great service from caring medical professionals

My visit here has been quite enjoyable. The physicians were incredibly supportive and compassionate, and the nurse who drew my blood was warm, welcoming, and considerate. The front desk staff were sufficiently cordial and efficient in scheduling a convenient appointment for me.

Jolene Knott Makes Healthcare Experience Worth Waiting

The staff and doctors are absolutely wonderful, with such a warm and friendly approach. My only gripe is the challenging process of scheduling an appointment. However, I must highlight the exceptional healthcare nurse, Jolene Knott, who has been incredibly supportive in managing my health concerns. She truly deserves recognition for her outstanding care and assistance.

Kyrah saved the day with incredible service

A heartfelt shout-out to Kyrah for her exceptional dedication, stepping up to assist me well past standard hours. She proactively engaged the doctor to secure a new prescription for my struggling daughter - I'm incredibly grateful, as she could have easily deferred me until the next morning, particularly after an exhausting workday! Her customer service was truly outstanding, addressing my urgent need with remarkable professionalism and swift effectiveness.

Frustrating healthcare with a glimmer of hope

Absolutely dreadful medical practice. It's completely futile trying to secure an appointment, regardless of the urgency of your medical condition. Their phone lines are perpetually unresponsive during morning hours, and on the rare occasions they are, all available slots vanish instantly. Update: Surprisingly, the situation has transformed since the pandemic restrictions. The clinic now operates extended hours into the evening and on weekends, and they've become significantly more accommodating in scheduling appointments.

Exceptional service from margaret saves the day

I want to express my gratitude to Margaret, who was exceptional in handling my concern. Throughout a frustrating 4-day period, I had previously communicated with three different receptionists without receiving any meaningful assistance. However, the moment I connected with Margaret, everything changed. She was incredibly helpful, maintained clear and consistent communication, and swiftly resolved my problem with remarkable professionalism.

Terrible healthcare left my sick child without help

I sought medical advice when my little boy became unwell and rapidly manifested an extensive crimson skin eruption. Upon contacting the medical practice, I was abruptly cut off mid-explanation and summarily redirected to City Health, who proved equally unhelpful. Despite their promise of a triage nurse callback within half an hour, no communication was forthcoming. The entire experience was a complete failure of healthcare services, particularly alarming given that a skin rash could signal a critical condition in children. It's entirely understandable why patients are forced to resort to emergency departments when obtaining even a basic telephone consultation seems impossible.