The Avenues Medical Centre - Ratings and reviews
Reviews
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Review titled Appear impossible to contact
Rated 2 stars out of 5
by Anonymous - Posted on 22 April 2024
On four occasions today I have sat patiently waiting for the long queue on the phone to reach my turn only to discover that the phone then simply rings and rings and, no matter how long you wait, it is never answered. This makes it impossible to speak to anyone at the practice and I simply do not know what to do now!
Visited April 2024
The Avenues Medical Centre has not yet replied.
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Review titled Great GP's surgery
Rated 5 stars out of 5
by Catriona Kelly - Posted on 12 January 2024
Great GP's surgery. Both doctors are wise in their field of expertise. All the staff are approachable and logical, whilst also being kind. They all have listening skills. I have had phone appointments, face to face appointments, nurse appointments, contact with a few of the receptionists, last minute on the day appointments and a GP referral to the local hospital. I requested a letter from my GP and got it on time. The receptionists contacted me rather than me having to prompt them. All fine.
Visited January 2024
Review titled The Avenues Medical Centre
Replied on 19 February 2024
Dear Catriona Thank you for your feedback regarding our services and staff. It is always lovely to receive such positivity and I will ensure that it is passed onto the GP's and staff. Many thanks once again. Caroline Whitaker, PRACTICE MANAGER
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Review titled Medical treatment is adequate. However, reception...
Rated 3 stars out of 5
by Anonymous - Posted on 09 April 2023
I have no complaints regarding any medical treatment received. However on three occasions when I have attended the surgery, I have found one of the receptionists to be rather cold and unwelcoming. And it is always me who has to open the interaction. The receptionist never initiates and says "Good morning, how can I help you today?" which would seem to be the normal thing to do for a receptionist. I attended the practice recently to have a blood sample taken. The receptionist greeted me with a rather cold, hard, silent, expressionless, uncompromising, vacant stare. It was I who had to state that I had an appointment in order to open the interaction. "Good morning, how can I help you?" would have constituted a cordial welcome to the practice. After all, she is a "receptionist". Patients do not expect coffee with cream and a backslapping greeting when they walk through the door when attending GP surgeries. However, a certain welcome as reflected in pleasant manner, demeanour and address does tend to serve to lubricate the mechanisms of social interaction and civility. I was wearing a mask, I said "Good Morning" and I informed the receptionist that I had an appointment. She asked my name and I gave it. She then said "Go and sit through there". No "Good mornings", no "Thank Yous", nothing. Totally unceremonious. 'Manners Maketh Man', somebody once said to me. I do appreciate that receptionists and other staff at GP practices can be the recipients of abuse and this is totally unacceptable. It is a 'people job' and requires quite a high level of social skills. Accordingly, it may help if this receptionist recognises that 'interaction' is a reciprocal, two-way exchange. A cold, hard, direct, silent and uncompromising stare can come across as 'unwelcoming' especially when the patient is forced to open the exchange without any cordial elicitation. We should not let any previously unpleasant experiences with patients, etc, condition our approach to all patients. A cordial (not necessarily effusive) welcome to the practice is always pleasant for patients. And, of course, whilst nobody is perfect, there is always lots of room to improve and develop our 'social skills set'
Visited April 2023
The Avenues Medical Centre has not yet replied.
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Review titled Poor communication
Rated 1 star out of 5
by R. B. - Posted on 16 November 2022
The receptionist has been rude to me over the phone because she misunderstood what I told her over the phone without even giving me the chance to explain to her that I've been explaining my health issues to three different people in the surgery and the phone keeps ringing over 100 times with no answers.
Visited November 2022
Review titled The Avenues Medical Centre
Replied on 29 November 2022
Dear R.B Thank you for your feedback. My name is Caroline Whitaker, Practice Manager. I will ensure that I make the staff aware of your comment and explain the importance of them remaining empathetic at all times. Please accept my apologies for the delay in answering the phones. We are currently recruiting new staff to allow us to cope with the excess demand on services that we are currently experiencing. We do also have an email address as below that can be used for non-urgent issues that may be beneficial to you. hullccg.avenues@nhs.net Caroline Whitaker PRACTICE MANAGER
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Review titled Doesn't inspire confidence
Rated 2 stars out of 5
by H McAteer - Posted on 08 July 2022
I have been with this surgery 30+ years. I'm more aware than most of the current pressures on Primary Care. I missed a phone call yesterday from the surgery and rang them back. I waited several minutes to get to the number 1 slot in the queue, and the phone began to ring. 3.5 minutes later - I timed it - I gave up waiting as no one was picking up. This morning I called personally at the surgery to ask about their phone call, to be told there was nothing noted in my record and they'd no idea why I'd been called. This really doesn't inspire confidence in your systems of work.
Visited July 2022
Review titled The Avenues Medical Centre
Replied on 25 October 2022
H McAteer Thank you for your feedback and I'm sorry that you had cause for concern. I believe the issues raised in this review have been fully addressed directly with you. If there are any further issues that remain unresolved please do not hesitate to contact me to discuss further. Caroline Whitaker PRACTICE MANAGER