The Avenues Medical Centre

Practice forced patients to travel for basic care

It appears that due to current staffing constraints, patients requiring routine post-emergency wound care or preventative screening appointments need to attend an alternative practice location several miles away. This arrangement is unsatisfactory.

Reception staff turned people away routinely

This practice appears to prioritize adherence to procedures over patient care. Based on my experience, they have been unavailable when assistance was needed, and the reception team seems primarily focused on limiting access to appointments. I also received guidance that I felt was unhelpful during a previous consultation. I would consider switching practices, though finding an alternative in this area presents challenges given current NHS performance metrics.

Easy booking process and helpful reception staff

I attended an appointment at the clinic this afternoon. The team demonstrated excellent service, the clinician was competent and helpful, and the front desk staff were courteous and efficient in assisting me with scheduling my follow-up visits. I appreciate the smooth experience throughout my visit.

Friendly staff and welcoming surroundings

A pleasant place to attend for medical appointments, with welcoming staff and a comfortable environment.

Poor communication leaves prescriptions repeatedly forgotten

Poor communication has been a significant issue for me. I have been a patient at this practice for 10 years with an ongoing health condition, yet I find it frustrating that my prescription renewal seems to be overlooked on a regular basis. On previous occasions when I have contacted the practice requesting an urgent prescription, I have been told there are no notes of my request, suggesting that information from my earlier conversation was not recorded in my medical records. As my medication is essential for my wellbeing, these repeated oversights have left me feeling that my needs are not being properly prioritised by the practice.

Reception staff didn't respect patient confidentiality properly

I felt my privacy was not adequately protected during my visit. I was concerned that arrangements were made on my behalf, including a medical test and appointment, without my clear agreement beforehand. At the time I was unwell and found it difficult to fully understand what was happening. I subsequently received communications that added to my distress and confusion about my care. I felt my wishes were not respected and I have concerns about how my information was handled. I intend to raise these matters formally. I would recommend considering alternative healthcare providers if possible, as I am seeking to transfer my care elsewhere.

Friendly reception made the visit pleasant

Outstanding experience during my visit today.

Pharmacy wouldn't pass message to surgery

I have been receiving a medication in my monthly prescription that I have not required for a considerable period. I notified the local pharmacy when collecting my medication, and they agreed to retain it. However, when I asked them to pass this information to my GP practice, I was informed that I would need to communicate this directly myself. I have attempted to submit this information in writing via email, as this is my preferred method of contact, but the practice website only provides a telephone number in the contact details section, with no email option available. I find this lack of alternative communication methods quite frustrating. Thank you.

Long phone queues make getting through difficult

I was the first caller in the queue for 15 minutes. The clinical staff are pleasant and approachable, however contacting the practice is quite challenging. Even when attending in person, it is uncommon to find someone available at the reception desk. On my last two visits, I experienced waits of between 5 and 10 minutes before being attended to at reception. During one of these visits, a member of the nursing team was able to assist me. The situation is unclear, but it feels problematic and appears to add to the stress and worry that patients already experience regarding their health matters.

Surgery left me frustrated after long wait

I have consistently held the practice in high regard, though my latest visit has been disappointing. I submitted an enquiry via the NHS app to avoid taking up an appointment slot unnecessarily. A clinician rang me the following day and, following our discussion, indicated they would like to see me in person. During that call, I felt somewhat perplexed when the clinician asked what I was hoping to get from the appointment. It seemed an odd question given that I'm not the medical professional. I attended the appointment as requested. The clinic was running late (understandably, these things happen) and after waiting over 45 minutes, I had to inform the reception staff that I needed to leave to return to work. I made it clear to them that I hoped this early departure wouldn't be held against me, as I had made the effort to attend and had done everything asked of me. I'm now concerned about having to arrange another appointment, which means further time commitment. My situation doesn't warrant going to A&E, but I do feel it requires fairly prompt attention.

Friendly reception made the visit worthwhile

The practice is quite satisfactory when compared to the negative experiences that friends and family have shared about their own healthcare providers.

Reception staff weren't welcoming or helpful

The service fell short of expectations. The reception staff came across as unwelcoming and appeared disinterested in assisting patients.

Phone lines impossible to get through on

I would have given a lower rating if possible. The facility appears poorly maintained and the practice seems primarily focused on financial gain rather than patient care. Accessing services is extremely difficult—it would be faster to travel a considerable distance to accident and emergency than to get through on the telephone. I was relieved to leave this practice, though I regret not relocating my family sooner, as the experience of trying to reach them by phone has been consistently frustrating.

Rude receptionists made the experience worse

I have had a very disappointing experience with the doctors and receptionists at this practice.

Prescription delays after long phone wait

Getting a prescription from this practice is frustrating - I received a message on Friday indicating that a prescription would be sent to the pharmacy based on my test results. I waited until Monday afternoon to collect it, but it hadn't arrived. When I called the practice, after a lengthy wait of around 45 minutes to speak with someone, I was told the prescription still hadn't been issued.

Impossible to get past the phone queue

I would rate this surgery far below average if possible. The quality of care here has noticeably deteriorated over time, and I am surprised the practice continues to operate. I have spent the past two weeks attempting to book an urgent appointment for a health screening, but I have been unable to progress beyond the initial stages of the booking process. The phone waiting times have been extremely lengthy, with me spending several hours on hold on multiple occasions this week alone. This level of service does not meet acceptable standards for patient care. I have decided to register with a different practice, though given the current operational challenges here, I expect the transition process may take considerable time to complete.

Phone queue staff could be more helpful

My family and I have been patients at this practice for five years and have consistently experienced excellent care. However, the quality of service has declined since some administrative staff changes took place. I have been attempting to reach the surgery for several days regarding a health concern, and when I called to explain the situation, I found one of the newer administrative team members to be dismissive and unhelpful. The clinical staff remain professional and caring, but unfortunately some of the administrative team display poor communication skills and lack courtesy when dealing with patients. I hope the practice will be able to restore the standard of service it previously provided.

Struggled to get through on the phone

Attempting to reach the medical centre by telephone proved to be a lengthy process.

Phone lines constantly leave you hanging

It has become increasingly difficult to reach this medical practice by telephone. Despite waiting in the queue for an extended period, calls often go unanswered. The overall service at this surgery appears to have declined over time.

Reception staff lacked compassion and gave wrong information

I was very disappointed with my experience at the reception desk. I felt there was a lack of warmth and understanding in how I was treated. As I was unwell at the time, I didn't address it then, but I have since decided to lodge a formal complaint. Additionally, I received inaccurate information about available services and support options. A staff member at the pharmacy was helpful in clarifying the correct information. I would encourage others in similar situations to submit formal complaints, as these are documented and must be reported on.