The Avenue Surgery

Worst medical experience of my life ever

ABSOLUTELY TERRIBLE. STEER CLEAR. I visited this medical practice about a skin condition, and they were adamant it was ringworm. I endured months of ineffective medications and treatments. Despite repeatedly expressing my doubts about their diagnosis, they ignored my concerns and continued pushing their initial treatment plan. After nearly five months of futile attempts, they finally suggested a skin scrape - which should have been their first course of action. I was stunned when they handed me a piece of cardboard, directed me to a bathroom, and instructed me to scrape my own skin using my fingernail. I returned home in discomfort, with my skin inflamed and irritated from their misguided advice. When I later complained about my experience, a nurse actually suggested I should have taken the paper home and used a "blunt knife" to scrape my skin. The entire approach was completely unprofessional and dangerous. Ultimately, I sought private medical care and received a correct diagnosis (which was not ringworm) and effective treatment - I was healed in less than a week. This practice wasted countless months of my life, caused significant emotional distress, and fundamentally failed to provide even basic medical care. I strongly recommend avoiding this GP surgery if you want to be heard and receive proper medical treatment.

Frustrating medication process leaves patient disappointed

Constantly shifting medication distribution policies are frustrating. I now must visit the surgical department to inquire about obtaining a blue inhaler, as they no longer automatically renew the prescription. The postal service continues to be unreliable as well.

Compassionate care that truly made a difference

Incredibly helpful when my relative needed assistance! Much appreciation.

Terrible medical practice with zero patient care

I was never contacted yesterday despite expecting an important telephone call. A staff member repeatedly misled me, claiming I was called on a non-existent phone number and left a voicemail on a landline I no longer have. Initially, she said the GP tried calling, then contradicted herself by mentioning a voicemail message I couldn't have received. Her promise to request another call never materialized, revealing a series of deliberate falsehoods. I suspect the GP was busy and might have asked her to call, but she simply forgot and didn't follow up, which is critical given my urgent health situation. I'm currently covered in spots and feeling unwell, yet securing a face-to-face appointment seems impossible. The surgery offers no pre-booked appointments, instead instructing patients to call precisely at opening time and endure a lengthy queue (typically around 5th position), only to find all slots already taken. This cycle repeats daily, with the only alternative being an inconvenient walk-in clinic. To make matters worse, my repeat medication was abruptly stopped without notification. When I inquired, I was told I need a medication review, but booking an appointment is practically impossible. They don't accept phone prescription renewals, forcing patients to contact their pharmacy for repeat prescriptions. This entire experience is diabolical and infuriating. Being deliberately misled and treated without care is unacceptable. I will be seeking a formal apology. I cannot recommend this practice to anyone except perhaps students or those with sexual health concerns. The service is utterly rubbish, and the staff are consistently rude.

Terrible service at this medical practice

Completely ineffective medical service now. Ever since the pandemic, no physician consultations or scheduling are available.

Improved service, but still challenging to book appointments

I'm returning to adjust my previous review (originally one star), as the phone system has significantly improved. While you must call immediately upon opening to secure an appointment, it is now achievable. A relatively new staff member (likely employed around a year ago) is exceptionally supportive and consistently goes the extra mile. His demeanor and willingness to help have genuinely enhanced the practice's service. Instead of dismissing requests, he actively seeks solutions, and his optimistic approach is particularly comforting when patients are feeling unwell. Three stars remain because I consistently encounter different doctors during each visit, and appointment scheduling remains challenging. I believe this is likely a broader issue within the national healthcare system. The GPS staff are competent, but the telephone access is extremely problematic. To secure an appointment, I'm forced to redial approximately 200 times each time, a situation that has persisted for months. I'm particularly concerned about vulnerable populations like elderly patients and those with serious health conditions. While I don't blame the reception staff, the management urgently needs to address this dysfunctional phone system, which is truly abysmal.

Amazing healthcare at my local brighton clinic

I've found this to be the absolute top medical practice in Brighton. The physicians and entire team are incredibly supportive and provide exceptionally quick assistance. Each of my experiences here has been completely satisfactory.

Disappointing decline of once-great medical practice

The medical practice has deteriorated significantly since the original physicians retired. They're struggling to manage their current patient load yet continue to take on more. Prescription turnaround time has increased from 2 to 5 working days since May, which caused me significant inconvenience - I even had to wait 15 days for my child's medication. Moreover, referral letters from other healthcare providers like the hospital and Seaside View clinic are consistently left unread for months. By the time they eventually review these communications, the information is often obsolete, especially when the hospital has already taken proactive steps and contacted patients directly about new treatments, while the practice remains unaware of the current medication status.

Terrible medical care that left me feeling hopeless

An absolute disaster of a medical practice. Their scheduling is non-existent, and they're perpetually understaffed. I'm struggling to adjust my antidepressant medication, which is significantly impacting my well-being, and they show zero concern. Do yourself a favor and steer clear of this clinic as your primary healthcare provider.

Frustrating medical experience with zero communication

I'm completely frustrated with this whole medical process. My surgical results have been sitting at the doctor's office for three days, and due to their understaffing, they haven't even reviewed them. When I tried to inquire about a way to formally express my dissatisfaction, I was essentially shut down and told I couldn't lodge a complaint.

Terrible service and unprofessional medical practice

Zero communication via email or phone. I've observed 4 reception staff members who seem more interested in socializing than working. The employees are discourteous, unhelpful, and display a terrible attitude. The medical facility appears run-down and antiquated. They even managed to send my prescription to an incorrect pharmacy. Completely ineffective. I'll be switching healthcare providers at the earliest opportunity.

Terrible surgery with unprofessional and rude staff

I completely understand the sentiments of others who have experienced this medical practice. The facility is an absolute disaster, resembling more of a run-down establishment than a professional healthcare center. The staff are incredibly unprofessional, displaying rudeness and attempting to belittle patients while becoming defensive when patients express frustration. I have rightfully distanced myself from this surgery, believing they should not receive any funding for their substandard services. It was a complete waste of time and resources. In contrast, my new medical practice is exceptional. The staff, including both doctors and reception personnel, are incredibly supportive and attentive. Their face-to-face interactions make patients feel genuinely cared for, and they go above and beyond to assist in every way possible. There are absolutely no shortcomings with my new healthcare providers.

Terrible service and no help from medical staff

The staff at this medical practice are completely indifferent! I telephoned at 08:30 and was 17th in the queue, eventually getting through at 09:56 only to be informed no appointments were available!! They claimed they would send a referral to the pharmacy but failed to do so. When I rang back at 15:00, they simply advised me to visit a pharmacy independently or go to the walk-in centre. I am actively planning to relocate my entire family, and I strongly recommend anyone seeking a respectful and competent healthcare experience to follow suit and find alternative medical services.

Compassionate care during challenging times for healthcare

The Avenue surgery is demonstrating remarkable dedication to maintaining exceptional patient care despite challenging staffing and financial constraints. Upon entering, one can immediately observe the tangible improvements they are implementing. A significant enhancement is the on-site blood testing facility, eliminating the previous need to travel to Hove. Moreover, they have successfully secured a permanent physician during a period of widespread medical professional shortages. My personal interactions with Dr. Rafferty have been outstanding. He displayed genuine attentiveness, carefully listening to my concerns and proactively scheduling follow-up consultations to ensure my ongoing health. I could not have asked for a more compassionate and thorough healthcare provider.

Lifesavers in white coats during our medical crisis

During a critical medical situation with my child, the healthcare professionals went above and beyond. The doctor and administrative team demonstrated exceptional compassion, helping to calm my distressed daughter while providing essential medical support, including administering oxygen and arranging emergency transport. Their handling of the situation was nothing short of outstanding, and I have absolutely no criticisms to offer.

Terrible healthcare with neglectful patient treatment

As a previous patient of this medical practice, I completely understand the sentiment behind other 1-star reviews, as I was compelled to submit my own to finally receive a response. The practice consistently failed to properly investigate my health concerns, and it was only after leaving that I was diagnosed with conditions that could have been easily identified at another medical facility. I continue to experience the long-lasting consequences of being neglected as a patient, including challenges in accessing necessary additional support. During my time there, my numerous attempts to communicate through phone calls and emails were systematically ignored, and it was only after posting a negative online review that the practice finally reached out, despite previously disregarding my urgent and serious health issues. It is evident that maintaining their public image takes precedence over patient well-being. I transferred to a different GP practice in late 2022 and have absolutely no regrets. I strongly advise all current patients to carefully consider their primary healthcare provider and especially recommend that individuals with chronic conditions or those requiring regular medical monitoring seek support elsewhere.

Unexpected praise from a grumpy patient's perspective

I might typically complain, but I absolutely must give credit where it's due. During an urgent medical visit today, I experienced the most remarkable transformation I've ever witnessed at a healthcare facility. While I'll refrain from singling out specific individuals, I am genuinely thrilled to endorse this medical practice. CONTINUE YOUR EXCELLENT SERVICE. Compassion and attentive listening make an incredible difference Anna Mtk

Terrible service and constant medical appointment cancellations

B12 prescribed by the nurse due to my repeated tardiness, but after being cancelled five times, I was left feeling quite unwell by the time I finally received it over a month later!!! It's practically impossible to reach them by phone, and the e-consultation feature is so useless it might as well not exist. When you do manage to secure an appointment, it's confirmed via text and then promptly cancelled, typically because of staff illness! The irony is not lost on me - I wonder if they can even get an appointment themselves!

Terrible customer service nightmare with zero communication

I've been attempting to reach their customer service for a month now, and it's been incredibly frustrating. Every time I try calling, I'm met with either complete silence, an automated recording instructing me to try again later, or the call abruptly disconnects.

Terrible healthcare that fails patients completely

Absolutely dreadful service. Consistently failing to manage medication repeat prescriptions, leaving critical gaps and making it incredibly difficult to communicate. Their e-consultation system is perpetually unavailable. Since these issues are ongoing and systemic, not isolated incidents, I'm transferring my entire family's care to another medical practice - assuming they even manage to properly transfer all of our medical records and history.