Not fit for purpose. They need more people answering the phone. I have had to contact various surgeries recently for family members, and none are as bad as Avicenna for answering the phone. I don't understand how there can be over an hour's wait every time you call. This morning, I phone to get an appointment. After an hour wait, I'm told the morning slots are gone and to ring back at 2pm. Currently been on hold for 25 minutes and still waiting. It seems they can't manage the amount of patients on their list, even though the practice gets paid to manage them. How do they expect working people to get appointments?

I was texted in the morning to call to discuss my medicine. I called for 40 minutes to be told someone will call me in a week. My medication will run out in 3 days and I have to have it each day. I explained I’m having surgery in 2 weeks and prefer my medication be up to date prior. The lady then said someone will call today. No call. So I called the surgery at 5.30 and at 6pm someone picked up the phone and hung up. Call avoidance. I work full time and I’m constantly having to spend hours on hold for something I shouldn’t even need to discuss. Just issue the medication and tell me when to collect. The system is completely inefficient. Someone needs to step in at a senior level to address the conduct issues on call avoidance and look at arranging efficient processes that ease the strain the poor surgery is currently under. It really isn’t working at all. There’s some really lovely people working there so I don’t want to take that away from them but they need help. Could you please let me know the complaints procedure?

Have consistently cancelled cancer screening appointment for a relative who is in a high risk category. This is unacceptable practise and patient management. Cancelled and rebooked 5 times since September 2022 and now cancelled again. It is coming up to a year!!!

I fully appreciate that everyone deserves time off over Christmas and we in the NHS are no different. However, for some of us on the frontline in patient facing roles, time off over this period is very rare and a gift if you get it. I also appreciate that Practice GP's have chosen to no longer be patient facing.......nice if you get the choice....but if you proport to be providing a service to NHS patients over the Christmas period, then as a minimum you should ensure your 'online' service is functioning. Yours is not and my wife was not even able to request an extension sick note. It appears to be functioning on some sort of loop whatever your request is and is simply not fit for purpose. I'm sure it will all be up and running when you 'return' midweek so I suppose we'll have to wait. Happy New Year to you all and 'stay safe'..........

Disgusting. Anything between a half hour to an hour to wait for someone to answer the phone. Once they decide to answer they are really unhelpful, almost as if they're to important to deal with lowly unwell residents. Any face to face appointment is weeks away. End result was we paid private for my wife to find out what is wrong with her, which I think is the whole point of the exercise. Will be changing practices in the very near future.

Absolute disgrace. Went to the surgery complaining of headache and swollen glands had been suffering for two weeks. Only to be told a GP will ring me!! When the GP rang she told me to book an emergency eye test ( which I did) GP then said as soon as you get the report from opticians bring it to surgery ( which I did) and Gp will get back to me... Did they NO. I had to contact surgery again asking what the delay is to be told GP will ring again even though opticians said I should be see by a GP. This stated on a Monday by Friday I still haven't seen or heard from a GP. These GPS are paid a lot of money to look after us... Are MOST DEFINITELY NOT...

i spent 15 minutes waiting to speak to someone regarding multiple ongoing issues i wanted to chat about with a doctor, i was told they don't make future appointments... from now on i'll be turning up at the center before they open to see if they're any less helpful.

Very poor. No call back received (connection problem only from doctors) and surgery suggested calling back next morning. 58 minute call on hold next morning - online symptoms flagged as doctor emergency required - doctors turned down appointment stating emergencies only for the day and appointment rejected. Person in pain upset needing medical assistance and turned away. Absolutely disgusting what has become of these services.

24 mins today to get through to receptionist. To be told by non medically trained reception staff that my blood test were fine and I have been given a clean bill of health ! 1. Not medically trained to say that 2. Although blood tests may reveal NAD if symptoms remain other tests may be required. I suspect compassion fatigue in a failing system. Originally on phone to GP prior to bloods for 3 mins - a horrendously invalidating experience. I have asked how to make an appointment with GP in advance to discuss ongoing symptoms and apparently you have to call on the day and expect a triage call at no specified time by GP that day . This is unhelpful when you work 9-5 and are unable to take calls without prior arrangement with your manager. This once brilliant, patient focused surgery has become a broken system of a health lottery with GPS surrounded by layer upon layer of barriers to accessing them . If you do manage to speak to a GP A 3 min phone call is hardly ideal . The ethos of the NHS is - provide proportionate care at the point of need and do no harm, be compassionate to those who are at their most vulnerable.

Tell you to ring at 2 for same day appointment, rang at 1.55 number 7 In the que, actually went to the doctors aswell to be told by 2.10 that they have all gone, still number 7 in the que on the phone mind, so God nows where they went!

If I could give 0 stars I would, as with Leigh Thomas’ review, I have had appointments regarding possible cancer cancelled more than 3 times by one particular doctor some with only 10 minutes due until the appointment, I have anxiety and don’t feel comfortable booking with said doctor again, although I am now unable to book another appointment with a different doctor without going through the e consult process again. This has been ongoing for a number of months, I feel like I’ve hit a brick wall, it shouldn’t be so hard to get an appointment. I do appreciate they are busy but not to be able to make an appointment is ridiculous. I’ve sent a complaint to the practice manager which should have been acknowledged within 48 hours, 3 weeks ago, I’m still waiting.

Try ringing this place. On hold paying for a call for 37mins then gave up..Drove there and was told I need to phone up only. Its also the 3rd time I've had a B12 injection cancelled..Last time they never told me until.i arrived..

I phoned twice and went down the surgery three times in a month about the flu jabs. And was told come back next week still told no flu jabs available. But told they had done two sessions come back next week for more information. This is bad management And very annoying.

Terrible surgery with even worse receptionists who are clearly incompetent, extremely rude and think they are medical professionals who can decide who’s needs are urgent or not! My husband had an operation and needed his dressings changed and stronger medication (2 days post op), receptionist in Pont told me no one there for either and try the other surgery. When asked whether she could phone ahead to see if there was a practice nurse available before hand as he was in a lot of pain, she refused, so had to travel there and see for ourselves… surprise surprise no one available there either! I’ve been referred for further treatments only to be refused and not communicated back to me by my doctors on at least 3 occasions, only when I chased it up I was told that there was a note to contact me.... Today they cancelled my appointment (which I already had to wait weeks for) as receptionist apparently over booked on the new system and I only found out when I enquired why I had not been contacted, only to be told nothing available for another 10 days at least and to email requesting another routine appointment. Absolute shambles!!

Been with these doctors for a while think it's defo time to find a new one who are actually willing to help there patients any time I have been with a problem i just get brushed off I don't recommend any person to go here

My son was sent a letter on the 4th of January informing him that he was being removed from the surgery list because he had moved out of the catchment area. The letter was received on the 5th of February ( a Saturday ). I attended the surgery on the Monday because he needed insulin to tide him over whilst he arranged to sign to a new doctor but because the letter was posted in January and 30 days had elapsed he was denied an emergency supply of insulin to tide him over. Where is this surgeries duty of care to him. When I told the receptionist that he could die without his insulin she didn't seem to care at all. Disgusting!

As per all GP surgeries there are times (mainly early morning) where it is difficult to get through via telephone. However I find that by using the online consultation form and My Health Online, the service I have received (particularly during the COVID pandemic) has been first class. Very efficient response from the Practice.