Albany Surgery.

Address: 219-221 City Rd, Cardiff CF24 3JD.

Absolutely awful service!!!.

Even their website looks dated and unprofessional including unsecure. Google plan to take these websites down. Its shows the surgery is lacking funds if they cannot pay for a decent website, get more telephone lines and staff to mann them, let alone only have one Doctor in the Surgery all day.

How is this possible that there is only one Doctor on duty all day during the week? Bad Management, if your running a service you should have a team of doctors everyday you are open and not have one Doctor on duty in the middle of the week.

Want time off take advantage of the weekends.

Furthermore what other company asks their clients to phone all at the same time potentially jamming the phone system.?

There is a traditional way of taking bookings by using a diary for a week in advance.

Not all people can phone at 8am as they may be working?

The surgery is poorly managed and the NHS need to intervene as peoples lives could be at risk if they cannot manage to see a Doctor on any given day.

Imagine if this was an elderly person or someone who is vulnerable with mental health issues and may phone only to get a hostile response and will not bother to phone back again.

I only have good reviews for for the one GP ‘DR R.Dolben’ whom I have been with for over 20 years, he has always been understanding, considerate and very professional and knows what he is talking about unlike his colleagues whom do not seem to know what they are doing.

As an example my daughter who is 17 went to see a GP at the practice as she was complaining she was experiencing pins and needles and sometimes numbness to the bottom half of her body. The GP she saw was NOT Dr Dolben but a different Doctor who did not know what my daughter was talking about, dismissed her symptoms as phantom and prescribed her ‘Gaviscon’ an antacid indigestion remedy.

My daughter has since been diagnosed with MS after we went to A&E and started the ball rolling on our own after being disatisfied with the GP’s response. If we had done nothing my daughter would have been disabled or bed ridden, now she has a chance with the medication she is due to have over the next couple of weeks.

I for one suffer with OCD, I have trouble interacting with people so to make the decision to make an appointment at the Surgery today 31/07/18 was a big deal for me. I was told by the receptionist that the day was for emergencies only as there was only one Doctor on Duty? I told her my medication had run out and she said it was not an emergency. I cannot stop my medication ‘Mirtazapine’ suddenly and she cannot make that desicion and told me to phone back tomorrow at 8am…..

Luckily for me I am self employed and can choose my hours when I can see a GP but she did not know that and I said it was my day off today. So that would mean if people who have 9 -5 jobs this potentialy means they cannot be seen by a doctor as the surgery. the surgery opens at 08.30 and if you have to be at work for 9am how would that work out? OK they may work until 18.00 but what if you 9-5 job entailed you commuting an hour each way?

In my opinion that should have one late night up to 20.00 hours that way the people that have 9-5 jobs would be seen. The surgery cannot expect people to take time off work to go to a Doctors appointment and loose money. The surgery should also take bookings a week in advance and not make people phone at 8am all at the same time. This is ridiculous in my opinion.

Some people have to travel to work, some drive and cannot redial 100 times or more in order to get an appointment especially if they are driving. By taking time off work you potentially could have your wages docked, but do the surgeries care? of course they don’t!

Furhtermore the receptionists ask personal questions which should only be discussed with the GP, yet they ask what medication you are taking or what is wrong with you before making an appointment. (Their answer is that they need to know to prioritise patients in order of serious to non serious symptoms).

When I asked Dr Dolben why they do this he answered as above to prioritise and that they too are bound by patient/doctor confidentiality. I think this is wrong as half the time you don’t know the name of the receptionist but they know everything about you.

This is unexceptable as a patient should not have to discuss anything with a receptionsist other than to make or cancel an appointment or ask if their prescriptions are ready.

I have see and heard with my own eyes and ears how some receptionsist speak to the patients yet there are massive notices everywhere saying they have zero torlerance for rude behaviour. One should practice what one preaches before putting up such signs. Obviously there are individuals that do not take no for an answer and can become aggressive so I understand the policy but staff need to be curtious also, whats good for the goose is good for the gander so to speak.

I was going to give them a bad review on Google but I still need to be registered with this practice and who is to say that the Practice Manager does not unregister people for speaking their minds. After all if I had bad reviews, I would possibly refuse to continue giving the service to that individual.

Saying this I have heard that most General Practices in Cardiff have adopted the same system to phone at 8am precisely, with a first come first served basis. Elderly people do not have smartphones to continue redialling by pressing the green redial button and traditional home phones take time to redial unlike the smart versions.

Something has to change and I will be contacting the health board to make an official complaint. I don’t mind going to UHW to be seen by a doctor, should I get thrown out of my surgery for speaking my mind.