Woodland Avenue Practice
Poor! (85 reviews)
Poor! (85 reviews)
Feedback reflects significant challenges with appointment access and phone communication, with patients reporting lengthy wait times, call disconnections, and difficulty reaching reception staff. Many describe the booking experience as frustrating, particularly when attempting to schedule appointments by phone or secure follow-up care recommended by doctors. Reception courtesy has been inconsistent, with some patients noting dismissive attitudes and abrupt call terminations after extended holds. However, the practice receives consistent praise for clinical care quality, with patients highlighting compassionate doctors and responsive medical staff. The introduction of online triage and e-consult systems has been positively received by those who have used them, offering an alternative to phone-based booking. Service quality appears to have deteriorated over recent years according to long-term patients, though some recent improvements through digital channels are noted.
While the medical professionals themselves are frequently described as professional and caring, the administrative and reception experience creates a significant barrier to accessing care. Patients express frustration about the gap between the quality of clinical care and the difficulty in obtaining appointments. Communication issues extend beyond phone access, with reports of delayed responses to messages and medication request processing problems. The practice appears to be operating at capacity constraints, with patients noting that despite supposedly full schedules, waiting rooms are often empty, raising questions about appointment availability and scheduling efficiency.
Recent positive feedback indicates that newer systems and some reception staff members are delivering improved service, with patients reporting successful same-day appointments through online triage and praising specific staff for their helpfulness and professionalism. This suggests that while systemic challenges persist, targeted improvements in digital access and individual staff performance are beginning to address longstanding concerns about service accessibility and courtesy.
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Feedback reflects significant challenges with appointment access and phone communication, with patients reporting lengthy wait times, call disconnections, and difficulty reaching reception staff. Many describe the booking experience as frustrating, particularly when attempting to schedule appointments by phone or secure follow-up care recommended by doctors. Reception courtesy has been inconsistent, with some patients noting dismissive attitudes and abrupt call terminations after extended holds. However, the practice receives consistent praise for clinical care quality, with patients highlighting compassionate doctors and responsive medical staff. The introduction of online triage and e-consult systems has been positively received by those who have used them, offering an alternative to phone-based booking. Service quality appears to have deteriorated over recent years according to long-term patients, though some recent improvements through digital channels are noted.
While the medical professionals themselves are frequently described as professional and caring, the administrative and reception experience creates a significant barrier to accessing care. Patients express frustration about the gap between the quality of clinical care and the difficulty in obtaining appointments. Communication issues extend beyond phone access, with reports of delayed responses to messages and medication request processing problems. The practice appears to be operating at capacity constraints, with patients noting that despite supposedly full schedules, waiting rooms are often empty, raising questions about appointment availability and scheduling efficiency.
Recent positive feedback indicates that newer systems and some reception staff members are delivering improved service, with patients reporting successful same-day appointments through online triage and praising specific staff for their helpfulness and professionalism. This suggests that while systemic challenges persist, targeted improvements in digital access and individual staff performance are beginning to address longstanding concerns about service accessibility and courtesy.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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Asma A.
6 years ago
Bad!
Great medical care ruined by terrible front desk
Top-notch physicians, but the front desk personnel are absolutely terrible. They're discourteous, ineffective, and show zero remorse. They scheduled an appointment for 9:36 am and expected me to arrive by 9:40 with my 4-year-old child. Are you serious?!?!
Bethany H.
6 years ago
Bad!
Terrible service and impossible to book appointments
Absolutely the most terrible medical practice imaginable!!!!!!! Scheduling appointments is a nightmare - they force you to physically show up without any guarantee of being seen. Their phone service is abysmal; when you attempt to call, they routinely disconnect the call. I've personally experienced calling over 200 times just to finally reach someone, after being rudely hung up on multiple times before. STEER CLEAR OF THIS CLINIC AT ALL COSTS!!!
Anika N.
6 years ago
Bad!
Worst medical experience ever with terrible service
This medical practice is absolutely terrible!!! The front desk staff are incredibly discourteous. They consistently lack available appointment slots. I phoned this morning precisely at 8:08am (right after they opened) because my young daughter is extremely sick, and the receptionist claimed they only had a COUPLE of appointments which were already booked!! UNBELIEVABLE!! How can a medical surgery have such a ridiculously limited number of appointments available!!!! This makes no sense to me whatsoever.
Sam M.
6 years ago
Bad!
Frustrating primary care with terrible patient service
I've been a patient at this practice since birth, and their service quality has drastically deteriorated over recent years. Securing an appointment has become incredibly challenging, particularly for pre-booked slots. While my medical need isn't urgent, I'm unwilling to occupy an emergency appointment. Additionally, being expected to arrange time off work with minimal notice is completely impractical. After booking a smear test that was subsequently cancelled without explanation, and given the extensive wait times on the phone, I've been unable to reschedule. Logically, since they cancelled the appointment, they should have proactively reached out to me. The reception staff are consistently discourteous and fall far short of the standard set by previous employees. I've lost track of how many times they've abruptly ended calls after I've waited over thirty minutes just to connect. Their attitude suggests that addressing patient requests is an inconvenience, and almost every attempt to phone results in a wait of at least half an hour. Their digital services are remarkably substandard.
Heather N.
6 years ago
Poor!
Terrible service and communication at this clinic
Utterly exasperating. The phone lines to reception are practically impenetrable, and when you finally connect, they're solely focused on rushing you off the call with minimal assistance. They seem completely disinterested in addressing your concerns. Recently, I attempted to leave a straightforward message, only to be told by the receptionist that message-taking for the doctor is restricted to morning hours. Seriously? Their staff lacks the capability to record information in the afternoon? I wasted over thirty minutes on hold just to relay a message about a misplaced referral letter. Securing an appointment is an incredibly challenging ordeal. Even when a doctor specifically requests you return for a follow-up evaluation in the coming weeks, forward booking is inexplicably impossible.