Fell Tower Medical Centre

Poor administration

Poor administration within the surgery. Trying to get through on the telephone for appointment is impossible. Queue outside the surgery first thing in the morning for an appointment that day. Never a receptionist at the desk. I was assured by Carl Wigham, Practice Manager earlier in the year that the telephone system for appointments was being upgraded! Still waiting to see the improvement?? The G.P’s are very good. The administration within the surgery is nothing short of useless.

Great Practice

I've been seen promptiy and with personable contact throughout. Discussion has always been direct and helpful without being standoffish.

Disappointing tuesday hours at this business

Business shuts down prematurely at 4:30 PM on Tuesdays, with posted operating times being inaccurate

Terrible phone service wastes hours of my time

Attempting to schedule a pediatric consultation via telephone turned into a frustrating ordeal. This marks the second instance where I've been subjected to an excessively long wait time, lingering in the phone queue for nearly three hours without any meaningful interaction. The customer service is absolutely abysmal, so much so that I wouldn't even consider awarding a single star rating. This experience represents the epitome of inefficient and disrespectful customer support.

Frustrating medical center with confusing appointment system

Update after further visits - it's getting better! What an utterly frustrating experience. Spending 30 minutes on the phone just to secure an appointment seemed reasonable during winter's illness peak. However, arriving punctually, I found the two front doors on Durham Road locked with zero guidance. Only a passing stranger directed me to enter through the rear entrance. The check-in touchscreen was malfunctioning, eventually working but making me technically two minutes late. Joining the reception queue, I explained my difficulties to a smiling staff member who casually acknowledged the device's ongoing issues and suggested I wait. Despite a poster indicating 10-minute appointments, 45 minutes passed with minimal progress. The waiting area remained mostly empty, with just one or two other patients. Their peculiar communication system involved both a doorbell-style screen notification and intercom patient calls. Confusingly, I mistook the doorbell sounds as someone struggling to enter the locked front doors. Upon inquiring about my wait time, the receptionist merely promised "just a little longer." Ultimately, I departed feeling dejected and defeated after 45 minutes. I'm uncertain whether I might have missed a call, as no staff member sought me out. The entire process seemed incredibly disorganized and inconsiderate, particularly for patients already feeling unwell. Truly disappointing.

Frustrating gp booking system leaves patients anxious

Econsult offers a good service with friendly staff, but I'm puzzled by their GP selection process. It seems counterintuitive to ask for a preferred doctor and then provide options that exclude that specific physician. My mental health makes scheduling appointments challenging, particularly with male doctors. This situation causes me significant distress. At my stage of life, I prefer consulting with a familiar, qualified female GP whom I trust and feel comfortable discussing personal matters. However, in recent months, this hasn't been possible, and it feels like a random allocation of healthcare providers. The prospect of seeing an unfamiliar doctor, especially a male, and potentially a trainee, exacerbates my existing health concerns. This approach hardly seems patient-centered or conducive to quality healthcare delivery.

Exceptional service with a warm smile

Consistently compassionate and supportive

Fell Tower surgery fails patients with callous cancellation

While some NHS practices truly prioritize patient care, Fell Tower decidedly falls short of that standard. Their most recent disappointment involves scheduling my blood test and then abruptly cancelling the day before, citing that since I'm pursuing IVF privately, I should also fund my own blood work. Consequently, I now lack sufficient time to arrange private testing, which means my transfer will be scrapped, resulting in the potential loss of thousands of pounds. Contrary to perception, the NHS isn't a complimentary service - I contribute financially every month, yet seemingly remain ineligible for even fundamental medical support. I sincerely hope you're feeling accomplished about the level of community service you're providing.

Terrible service from unhelpful and rude staff

The front desk employees desperately require training in customer service and interpersonal communication, as their current performance is completely unacceptable.

Friendly service hampered by frustrating phone wait times

The employees are fantastic, but the phone waiting line setup requires modernization.

Quick and convenient healthcare service

Getting medical attention whenever needed is a breeze here. Their ability to accommodate same-day appointments, especially early in the morning, is truly impressive and convenient.

Exceptional care with a compassionate medical professional

Dr. Lorraine is an outstanding healthcare professional who truly excels at patient care. She consistently provides top-notch service, is incredibly responsive, and always follows through. I cannot speak highly enough about her practice and would enthusiastically endorse her to anyone seeking quality medical attention.

Terrible medical practice with impossible appointment system

My fingers are crossed that you never need to reach out to them. Any medical issue will likely resolve itself before you can actually connect with a physician! Truly, I'm exhausted from attempting to call 10+ times, only to encounter an engaged line and then endure 10+ minutes on hold, ultimately being told no appointments are available that day and being instructed to call back first thing in the morning. Update: I'll concede they've marginally improved phone responsiveness recently. Nevertheless, the outcome remains unchanged, with them now declining to schedule advance appointments. Essentially, securing an appointment requires calling precisely at morning's start or physically arriving as they open. When I phoned, they advised me to either call early morning or use an e-consult form, but I later discovered this particular surgery does NOT actually offer e-consult options. Consequently, I'm left with impossible choices given my night shift work, and I'm actively seeking an alternative medical practice.

Disappointing accessibility for wheelchair users

Claims to have a wheelchair-friendly entrance, but it falls short of true accessibility. The doorway isn't flush with the street, and without an automatic door, I found it impossible to navigate my power wheelchair inside.

Terrible scheduling that wastes my time

The scheduling process is completely ridiculous and makes no sense whatsoever.

Friendly staff make medical visits a breeze

During my long-standing relationship with this medical facility, I've consistently experienced nothing but warmth and professionalism from the entire staff, leaving me entirely satisfied with the care I've received.

Smooth sailing with exceptional medical care this time

Previously, I've experienced significant irritation with their scheduling process, but on this occasion, I was genuinely impressed. After my second attempt, I successfully navigated the queue and secured an appointment without any hassle. I was scheduled with Dr Noblett, and the service could not have been more satisfactory. Additionally, my blood draw appointment with the nurse was exceptional - she was swift, professional, and ensured a completely painless procedure. Having undergone numerous blood tests at different facilities throughout my life, I can confidently say this experience was notably superior to many I've encountered before.

Frustrating nightmare of booking a medical appointment

Practically unattainable to schedule a medical consultation (trying to connect from early morning onwards) ultimately abandoned the effort after an hour, and I can confidently say this isn't an isolated incident - I'll make another attempt tomorrow!!

Terrible doctor with zero patient care

Dr. Lorraine displays a dismissive and condescending attitude towards patients, consistently failing to engage in meaningful dialogue. Her recommendation was to seek emergency room treatment for antibiotics, which would involve an excessive six-hour wait. Additionally, she is consistently unresponsive when contacted by phone.

Compassionate care from a truly exceptional doctor

I've been a patient at this medical practice for an extended period. The staff consistently demonstrates exceptional empathy and support. Dr. Lorraine stands out as an incredibly compassionate physician who truly cares about his patients' well-being. His dedication goes beyond typical medical care. I'm genuinely appreciative. For those comfortable with digital technology, the e-consultation service is an excellent option that helps keep phone lines accessible for patients who may have limited internet access.