Abbey Road Surgery
MM
Mitzie1kai M. 4 years ago • From Google
Poor
I've been with this surgery for over two decades, and the quality continues to deteriorate. COVID has become the convenient excuse for delivering an abysmal patient experience. The doctors are truly exceptional, but they are severely undermined by a centre management approach that prioritizes administration over genuine patient care. Their appointment system is utterly nonsensical, and the reception staff are predominantly discourteous and unhelpful (with the notable exceptions of Anna Marie and one other professional who understands customer interaction). Yesterday exemplified this perfectly. After waiting 25th in the queue, I was informed that all doctor appointments were exhausted, and I'd need to retry the following morning at 8:30. I did receive a nurse appointment, and Shakira's professionalism was impeccable. While physically present at the surgery, I attempted to book a GP appointment, explaining my severe pain and mobility limitations. The receptionist coldly insisted I must phone at 8:30 the next day, dismissing my concerns about the impractical system. I endured a night of agony, and upon calling back, found all appointments gone again. My online NHS account provides no relief, preventing advance bookings both digitally and telephonically. Will the practice manager acknowledge these consistent negative reviews? A competent manager would address patient feedback and ensure staff receive proper customer service training before interacting with vulnerable individuals. We are public servants - I've worked in similar roles myself. It's time to rectify this systematic failure. You're undermining the outstanding medical care provided by doctors like Dr Neville and Dr Rahman. Either resolve this chaotic system or replace management with someone capable of creating an accessible, functional appointment process. Absolutely ridiculous!
Violina V.