The Avenues Medical Centre

Phone lines constantly busy and unresponsive

I have attempted to contact the practice by phone at various times throughout the day. This morning I called at 8am hoping to book an appointment for myself and my infant child, but after waiting through the queue for an extended period, my call went unanswered despite my persistence in holding the line. This experience differs significantly from the previous practice I was registered with, where I did not encounter such difficulties. As a result, I am beginning to feel uncertain about my decision to switch to this practice.

Phone lines kept cutting me off repeatedly

I've been attempting to obtain information regarding medication adjustments following a recent hospital stay. I've made multiple calls over a couple of days, but have experienced significant delays on hold. When the call does eventually connect after considerable waiting time, the line disconnects. I find this experience quite frustrating and unusual compared to what I'd expect from a medical practice. I'm relieved this isn't my own surgery.

Impossible to get through on the phone

It was extremely difficult to get through to the practice. After waiting on hold for an extended period, the call was disconnected before I could speak to anyone.

Phone lines hard to reach and appointments cancelled last minute

I felt this surgery's service had deteriorated further. Beyond the persistent challenges with phone accessibility and the scarcity of available appointments, we experienced a particularly frustrating situation. An appointment was arranged for my young child through a call from the practice. However, we subsequently received a text notification cancelling this appointment. The practice suggested we attend a walk-in centre instead, with this message arriving merely twenty minutes before the scheduled time. This was especially disappointing given that we had set aside our entire morning and afternoon in preparation for the visit. I would not feel comfortable recommending this practice to others.

Reception staff unhelpful with phone communication issues

This practice seems to be getting progressively worse. It is very difficult to reach them during the day due to connectivity issues and frequent disconnections. Obtaining an appointment is challenging, and the information provided can be inconsistent depending on when you call. The clinical staff are competent, however the reception team could be more helpful and approachable. I called this morning regarding significant pain that affected my mobility. I mentioned that I had attended a walk-in centre where I was advised to contact my GP and physiotherapy if my condition did not improve. The receptionist provided a physiotherapy number but initially suggested nothing could be done. After explaining that I had experienced several nights without sleep due to pain, I was told a message would be sent to the doctor regarding pain relief, and that I would need to contact physiotherapy separately. When I called physiotherapy and explained my situation, they stated they could not assess me without a GP referral and asked me to contact the surgery again. I was advised to call back at 2 o'clock. When I did, another receptionist asked me to repeat my situation. She indicated the doctor had not yet reviewed the message and that it could take up to 48 hours. Given the severity of my pain and inability to wait that long, I was directed to attend accident and emergency. This experience has left me questioning the purpose of having a GP practice when urgent issues seem to be redirected elsewhere. The receptionist's manner during these interactions felt dismissive. I am considering changing to a different practice as I do not feel my needs are being adequately addressed here.

Reception understaffing makes getting through difficult

I want to emphasise that the clinical staff at this practice have consistently demonstrated professionalism and competence in their roles. My concerns centre on the reception area, which appears to be understaffed and struggling to manage demand effectively. On several occasions, there has been only one receptionist available, and when they are occupied with complex enquiries, incoming calls go unanswered. Getting through to the practice has proven extremely difficult, with wait times sometimes exceeding thirty minutes. Additionally, I experienced an interaction with a member of reception staff who seemed reluctant to process a prescription renewal that I had previously received. This level of service falls short of what should be expected from a medical practice in an urban setting, and meaningful changes are required. Based on other feedback I have seen, this appears to be a recurring issue that has persisted over time.

Reception staff caused repeated delays and errors

I have been attending this medical practice for over 15 years. The clinical team are excellent and provide good care. However, my experience has been significantly affected by issues with the reception and administrative staff. On one occasion, it took an hour to receive a response when I called the practice. I was then asked to collect sample bottles and after pressing the buzzer outside, I waited for over 15 minutes in cold weather before anyone answered. Following completion of the samples and their return, I discovered that errors had been made when recording my personal details, including incorrect information about my identity. The staff indicated they would correct these details and put on gloves to make the amendments, which suggested the matter would be resolved. However, several days later I was informed that the test results could not be processed due to these administrative errors. When I attempted to discuss this with the practice, I felt that responsibility for the mistakes was not acknowledged. As someone who works multiple jobs, my time is precious and limited. I believe the practice should demonstrate the same respect for patients' time and circumstances as they would expect to receive. Given that healthcare involves people's wellbeing, it demands careful attention, professionalism and genuine care.

Reception staff went the extra mile

My family members are registered at this practice and due to concerns with feeding we have needed to contact the surgery on multiple occasions. I have been very impressed with the level of care and commitment shown by the clinical and administrative staff, particularly one team member who went out of their way to help resolve a specific issue we experienced.

Inflexible appointment times and unexpected costs

I needed a medical assessment for a driving licence form. The practice initially offered only a midday appointment slot and advised me to obtain an eye test at a local optician, which I arranged at my own expense. As I was unable to attend at that time due to work commitments, I contacted them again. They subsequently offered an alternative evening slot on a Monday, which was more convenient. However, I was informed the assessment would cost £130, separate from the eye test fee. When I attended on the Monday, I was told the clinician was unavailable and no one could explain what had occurred. I later discovered other providers offering comparable medical assessments that include eye testing at times more flexible to my schedule, at a significantly lower cost. Based on my experience, I would recommend exploring alternative options for this type of medical assessment.

Long wait on phone, then fully booked

I have made several attempts to contact the practice by phone, but today I was particularly frustrated with my experience when calling during the morning to request an appointment. After waiting for eighteen minutes to get through, I was informed that there were no available slots as the schedule was completely full. I found this response disappointing, as this is not the first occasion I have encountered similar difficulties when trying to book an appointment with this practice.

Polite staff who really listened to me

The team here demonstrated politeness and genuine care, creating a welcoming and supportive environment. Much appreciated.

Helpful support for my neck pain

Thank you for your support over the past week. I was experiencing significant discomfort which unfortunately became more severe, and the healthcare professional I saw was incredibly helpful and understanding. When I needed urgent medication due to the pain, the team was equally supportive and responsive. I'm very grateful for the assistance provided by everyone involved. 😁

Online prescription ordering consistently gets mixed up

I submit my prescription requests through the online portal on a monthly basis for my regular medications. It ought to be straightforward, yet issues continue to arise. I have attempted to address this through multiple channels including phone calls, emails, and written correspondence in the past, but the problems persist. Despite these efforts to communicate, the matter does not seem to be resolved, and what should be a simple process becomes unnecessarily complicated.

Friendly staff made me feel at ease

The phlebotomy staff member was lovely and really chatty, making me feel at ease. The practice manager and reception team were really helpful and attentive. Thank you.

Receptionist wouldn't book the appointment needed

When you're advised by a healthcare professional that you need an appointment before your medication runs out, it's frustrating to find yourself unable to secure that appointment because the reception team cannot schedule you with the specific clinician you need. Being told to call at a particular time with no guarantee of availability, especially when you have concerns about your current medication, is disappointing. This experience has left me dissatisfied, particularly given my long-standing relationship with the practice. I would not recommend this service based on what I've experienced.

Friendly staff made the appointment smooth

Extremely welcoming, well-organised and competent.

Historic building with convenient parking nearby

A pleasant community healthcare facility situated in a period property. Ample parking is available at the rear of the premises. The location offers good accessibility for the surrounding neighbourhood. The building shows its age and would benefit from some modernisation and upkeep.

Staff were polite and got me in quickly

Excellent team members, highly skilled clinical staff and compassionate healthcare professionals. Couldn't ask for a better practice if I'm being honest, always courteous and whilst lengthy waiting times for appointments are understandable, they manage to accommodate genuine urgent concerns either the same morning or following day. Thank you for the care provided.

Staff were helpful and attentive

Excellent team with nothing negative to report.

Slow service and unfriendly staff experience

The service provided was not particularly pleasant, and there were noticeable delays in the process.