The Avenues Medical Centre

Staff helpful but Google booking times wrong

The team here are wonderful and always willing to help. However, I did notice that the opening hours displayed online are not accurate.

Long phone queues for prescription issues

This practice has been disappointing to deal with. I recently experienced a lengthy wait of nearly two hours while in a queue position of 8, due to an issue with a routine prescription that had previously been sent to my pharmacy without problems but suddenly ceased. The service felt inefficient compared to what I would expect, and based on other feedback I've read, this appears to be a recurring issue rather than an isolated incident.

Friendly staff made the visit pleasant

Excellent experience with courteous and welcoming team members providing quality care.

Reception staff dismissive about daytime work constraints

This surgery has been disappointing. The reception staff member I dealt with was unhelpful and came across as quite rude, lacking in courtesy. When I raised a concern through the NHS app and explained I was unavailable to take an immediate call due to work commitments, I was told a clinician would contact me back. However, several days have passed and I'm still awaiting that callback. The practice does not seem to accommodate people who work during standard hours.

Phone queue left me completely ignored

If waiting on hold without receiving attention is your preference, then this establishment would suit you well. Quite disappointing overall.

Diabetic clinic understaffed and repeatedly cancelled

On behalf of my husband. His initial specialist appointment was cancelled on two occasions. When I contacted the practice to arrange a new appointment, I was informed that the service has limited staffing availability with only one clinician allocated one day per week, and that all slots were fully booked. I find this level of provision concerning and inadequate. The response from management did not address my concerns satisfactorily. He is now pursuing guidance through other health service channels.

Couldn't get a doctor's note when needed

Switching to a different healthcare provider after less than a week of registration. The experience was disappointing, and obtaining the necessary documentation proved extremely difficult. The frustration caused by this situation was considerable, and I felt unsupported throughout the process.

Long phone waits and dismissive reception staff

The reception team's approach left much to be desired, with what felt like dismissive attitudes throughout my experience. I waited on the phone for an extended period only to be told that available appointments were several weeks away, despite being in immediate discomfort. When I requested assistance, there seemed to be little willingness to explore alternative options. It's frustrating that reception staff at medical practices sometimes come across as though they believe they're more important than they are. A desk job doesn't warrant the kind of tone I encountered. When I spoke with a manager on the phone, I felt they were unable to offer meaningful support beyond arranging a blood test. I was advised to discontinue my medication ahead of this test, which concerned me greatly as stopping medication without proper guidance isn't appropriate. The manager's response suggested a lack of understanding about what it means to be managing a health condition, and this left me feeling unsupported during what was already a difficult time.

Phone queue cut off mid-call left me frustrated

I recently spent 45 minutes waiting in a telephone queue only to be disconnected just as I reached the front. I found this experience quite frustrating and upsetting. I would have preferred to give a lower rating, but was required to select a minimum score to submit my feedback. My concerns relate to the reception service experience.

Impossible to book urgent appointments here

What a frustrating experience. I attempted to schedule an appointment for my partner regarding a significant health concern, only to find that no slots were available. The options presented were either to repeatedly call back with no guarantee of being seen, or to accept a pre-booked appointment that was several weeks away.

New booking system makes appointments harder to get

I have consistently held The Avenues Medical Centre in high regard, though there has been a noticeable decline over the last six months or so. The clinical staff have been excellent and I have no complaints about them whatsoever. I have previously been able to secure appointments whenever needed and could typically book same-day slots, but a recent change to the appointment system means same-day bookings are now only possible if there is a cancellation available. While some of the reception team are wonderful, approachable and supportive, I have experienced repeated difficulties with one particular member of staff. Attempting to arrange appointments, request blood tests, or obtain prescriptions through this person has proven extremely challenging. Following my most recent appointment, I was expecting to receive a telephone call between 9 and 11 in the morning. The call did not arrive until just after midday, by which time I was unable to take it due to being at work. When I called back shortly afterwards, I was informed that I had missed my appointment and would not be contacted again. The clinician had advised that I should rebook for blood tests after six weeks, but this staff member refused to arrange this for me, instead repeatedly explaining what the clinician needed to discuss with me without actually scheduling an appointment. When I called the following day, I was fortunate to speak with a different receptionist who promptly booked me in for later that same day. This has not been an isolated incident. On multiple occasions, this person has declined to book me appointments, including when I have explained that I was pregnant and urgently needed to speak with someone—on that occasion I was directed to attend a walk-in centre and wait for several hours.

Friendly and efficient blood test appointment

Just had blood tests done and was seen by a member of the phlebotomy team who was excellent. They were genuinely friendly and worked with great efficiency, demonstrating real professionalism throughout the appointment.

Phone was put down during sick note request

The service I received was unhelpful and discourteous. When I called to request an appointment regarding a medical certificate, the call was terminated abruptly. This experience raises questions about the value of the healthcare contributions made.

Staff didn't seem to care about mistakes

This surgery has not met my expectations. I experienced several issues during my visits, and I felt that the level of care provided by some members of the team was inadequate.

Appointment cancelled with no warning given

I had to wait nearly three weeks to secure an appointment, only to have it cancelled just a day before. When I attempted to arrange a prescription order, it was not authorised, and I was not informed of this issue. I then spent almost a month waiting for my medication, only to be told that the delay was my responsibility and that there were no problems on their end. This experience has been frustrating, as the service does not seem to meet the standards I remember from years ago.

Long wait to speak with reception staff

Being a significant number in the queue to speak with reception staff about health concerns felt like an unacceptable experience. I found this level of service to be deeply disappointing.

Friendly reception made the visit pleasant

Excellent experience!

Reception staff showed genuine empathy during difficult time

I am a new patient at this practice. This year I have undergone significant medical treatment and have experienced considerable life changes, including relocating and changing employment. Until recently, I worked in a healthcare setting for many years and have firsthand understanding of the pressures involved in such roles and the demands of working within established protocols. The receptionist who assisted me was considerate, professional and pleasant. I have only positive things to say about this practice.

Long wait to reach reception about urgent symptoms

I appreciate that healthcare professionals have demanding schedules, and I do understand the pressures they face. However, my situation felt particularly urgent given my compromised immune system and what appeared to be a significant respiratory infection. When I called early in the morning seeking a same-day appointment, I found myself as the 16th person waiting. After holding for half an hour, I was informed that no appointments were available that day, despite there being multiple clinicians on duty. This felt frustrating given the apparent mismatch between staffing levels and availability.

Receptionists weren't helpful or friendly

The reception staff were not helpful and left me feeling frustrated with my experience.