The Avenue Surgery
1 The Avenue, Moulsecoomb, Brighton, East Sussex, BN2 4GFContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Absolutely awful
Rated 1 star out of 5
by Anonymous - Posted on 14 July 2023
I've never received such awful service from any business in my life. They've made the entire process of getting an appointment hell for the past 3 years. Countless hours waiting on the phone for a response. A useless website that they tell you to book appointments through that doesn't work. They still will not see you face to face. At this point it's just coming across as lazy. We are not longer in the peak of the pandemic. There is absolutely no excuse for them to still not be taking in person appointments. Phone appointments are not appropriate for everyone, some people can not talk on the phone due to health reasons, and some people can not access a private places to take these calls. This surgery will make you jump through a million hoops before giving you what you need. It's horrible and has been causing me stress for years. Multiple times I've been unable to get my prescription and left struggling to breathe as a result, all due to their strange policies and processes. None of it makes sense. This is not how you provide healthcare to people. Please please please I beg you, do not register with this surgery if you are thinking about it. They will not do anything for you. It's a struggle to even get the bare minimum out of them.
Visited July 2023
Review titled The Avenue Surgery
Replied on 21 July 2023
Dear Patient, Thank you for providing honest feedback on your experience at the Avenue Surgery. My name is Aaron Hill and I am the Operations Manager based at the Avenue. I am sorry to read that you have had a negative experience. It is well known that the NHS is under immense pressure at the moment, and the Avenue surgery is too. We try to accommodate everybody's requests for a face to face appointment and many of our appointments do end up being face to face. Demand for appointments is ever-increasing and this is why it may have felt like there were no appointments available when requested. Our website does allow for an e-Consult to be requested - this has a capacity feature built in to keep patients safe, so will be turned off once the allocated amount of patients have been reached. We have plenty of information on the website directing patients to alternative sources of help when we have no available appointments left or are closed, such as NHS 111 and local walk-in-centres. So although we may have reached our capacity for a particular day, there will always be help available. We have to balance the needs of our patients whilst ensuring what we do is safe. I am truly sorry that you have not had a positive experience, and would welcome a further conversation with you. If you feel this would be of benefit to you, please contact me at the surgery. Kind regards, Aaron Hill Operations Manager
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Review titled Not fit for purpose
Rated 1 star out of 5
by Anonymous - Posted on 01 August 2023
This surgery is appalling, I have spent hours on the phone trying to get appointments but you are blocked at every turn . I suffer with lifetime pain and it’s impossible to get help . I have had to resort to buying things I need online , I sam at my wits end with them . I would strongly suggest if you have another surgery option take it
Visited July 2023
Review titled The Avenue Surgery
Replied on 02 August 2023
Dear Patient, Thank you for your feedback, I am sorry to read that you feel this way about the practice. Demand for appointments at the Avenue and the NHS in general is at an all time high, that coupled with the national shortage of clinicians makes having enough appointments available for all a huge challenge. Recruitment at the Avenue is ongoing, and we are doing as much as we can to source appropriate clinical cover. It is hoped the situation will improve, and will remain as one of our main points of focus. I would not advocate purchasing medicine online however desperate you are. If you are unable to get an appointment at the surgery, you can contact NHS 111 or visit a local urgent treatment centre, local pharmacy or A&E. I would be happy to look into your situation in more detail, but would need further information from you. If you want me to do this, please contact me at the surgery. Many thanks, Aaron Hill Operations Manager
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Review titled Disgraceful
Rated 1 star out of 5
by Anonymous - Posted on 26 June 2023
Was a really good practice until taken over by a faceless " group". Changes policy without prior notification to patients, which just leaves patients unable to recieve their medications. Takes forever to get through, and then "policy" means no- one will help. If this is the future of general practice god help us all.
Visited June 2023
Review titled The Avenue Surgery
Replied on 02 August 2023
Dear Patient, Apologies for the delay in responding to your review, we were experiencing some technical issues in uploading a response. Thank you for your feedback, I am sorry to read that you feel this way about the practice. Any medicine that is prescribed to patients needs to be done safely. We have been reviewing our own internal processes and as a result this has caused a small delay to some patients. However, things have improved since beginning the process review. I would be happy to look into your situation in more detail, but would need further information from you. If you want me to do this, please contact me at the surgery. Many thanks, Aaron Hill Operations Manager