The Avenues Medical Centre
Doctors Surgery, 147-153 Chanterlands Avenue, Kingston Upon Hull, North Humberside, HU5 3TJContact details and opening times
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Reviews
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Review titled Awful trying to get hold of
Rated 1 star out of 5
by Anonymous - Posted on 10 June 2024
Got a call from the practice as the nurse needed to talk to me. Bearing in mind this wasn’t a booked appointment so I missed it but called back about 10 minutes later only to be ‘caller number 6’. I hung up as I was still busy at work. I got another call that I was unable to answer again. Again, I called back and this time I was caller number 2. I decided to keep hold and eventually it started ringing. The phone rang for more than 30 minutes and not a single person answered! I was incredibly frustrated and angered by this as this isn’t the first time this has happened! Every single time I call I’m always waiting absolutely ages and sometimes have to hang up as nobody answers. I ended up hanging up this time round as well. I called back on Monday so that I could arrange a telephone consultation with the nurse. The queue was so big that I wasn’t even given a position in queue and was given the option to be called back. I chose the call back option and, lo and behold, I never received a phone call! Really fed up with the calling system this practice have in place. It needs to improve!
Visited June 2024
The Avenues Medical Centre has not yet replied.
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Review titled Getting an appointment is hard.
Rated 2 stars out of 5
by Anonymous - Posted on 30 May 2024
It's very frustrating being in a queue for as long as these to then be told no appointments and to call back tomorrow. I called an was 27th in the queue, 1 hour 20 mins later I get through. I aks for an appointment and the lady said she will check, probably already knows it's a no. I'm then asked if it's an emergency. Of it's an emergency I'll go to the walk in or hospital. If I say its not ill have to try again tomorrow but I also didn't stay on the call for 80 mins for the sake of it. Shockingly no appointments. Got one for the next day. I was in for about 90 seconds. Was told thanks and bye before I could ask a question, I asked the question and again, thanks and bye, so didn't ask for the cream I have been trying to get since sept 2022 but haven't been able to get an appointment. The question led to a blood test and was able to be seen within 5 mins. I have checked my NHS notes and they state against all areas of the test "patient informed". As the patient I can say I have in fact not been informed. If they are this busy why are they taking on new patients. I am not in a position to be able to call at 8am, to be on hold for 80 mins and potentially get an appointment that day. I start work at 8 l, I'm expected not to be on my phone and don't drive so if I was able to get an appointment it limits my availability. It's such a poor system.
Visited May 2024
Review titled The Avenues Medical Centre
Replied on 30 May 2024
Dear Patient, Thank you for taking the time to leave us your detailed feedback. I am truly sorry to hear about your frustrating experience in trying to secure an appointment and the challenges you faced during your visit. We understand how difficult it can be to get through on the phone, and the long wait times can be very frustrating. We are working on implementing a callback system during our busy hours, which we hope will improve patient's experience and reduce waiting times. I apologize for the brief appointment you had and the lack of opportunity to address all your concerns, including obtaining the cream you've needed since September 2022. This is not the level of care we strive to provide. I also understand the concern about the notes stating "patient informed" when you state you were not, in fact, informed about the tests. Please contact us through our complaints email at hnyicb-hull.complaints.amc@nhs.net so we can gather more details about your experience and take appropriate action. We value your feedback and are committed to making improvements to our system. Regards, Nini Isqueiro Practice Manager The Avenues Medical Centre
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Review titled Not able to get an appointment
Rated 2 stars out of 5
by Anonymous - Posted on 29 May 2024
I have been trying to get an appointment for me and my son for the last 2 days. Rang at 08:00, number 16 in queue on first occasion and number 7 on second day. Waited for at least 30 minutes for both days to only be told there wasn’t anymore appointments available even for phone consultations! How is it possible for them to be out of appointments after number 7 in queue? We can’t be seen because it is not an emergency! How and what is classed as emergency when my hospital consultant asked to go to the GP for my medication and my son’s need to get his antibiotics? This is so frustrating and considering to move to a different surgery! The doctors there are amazing but it’s a shame that getting an appointment is a joke!!!
Visited May 2024
Review titled The Avenues Medical Centre
Replied on 30 May 2024
Dear Patient, Thank you for sharing your experience with us. I am very sorry to hear about the difficulties you’ve faced in trying to secure appointments for yourself and your son. We understand how frustrating it is to wait in the queue only to find no appointments available. Our appointment slots do fill up quickly, especially during peak times, but we are working hard to improve this. We are implementing a callback system that will operate during busy hours, which we hope will reduce wait times and improve patients experience. Regarding your and your son's medication needs, if you could contact us directly, we would be happy to assist further. If your hospital consultant has advised you to see the GP for medication, we should be able to access their recommendation. In many cases, we can review the consultant's letter and refer internally to the GP without the need for an appointment. Please get in touch with us at your earliest convenience so we can ensure your medication needs are met promptly. Many thanks, Nini Isqueiro Practice Manager The Avenues Medical Centre
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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
Review titled The Avenues Medical Centre
Replied on 30 May 2024
Dear Patient, Thank you for taking the time to leave us feedback. I am so sorry to hear about your negative experience when trying to contact us. We understand that our phone lines are constantly busy, and some days the demand can be particularly difficult to manage. However, I can assure you that we answer as many calls as we possibly can on a daily basis. To improve the waiting times, we are implementing a callback system to operate during busy hours. We hope this will make it easier for patients to get through to us. If you could get in touch with the practice and provide more details about your issue, we would be happy to investigate further, as we have access to phone calls data. Many thanks, Nini Isqueiro Practice Manager The Avenues Medical Centre
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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