Old Fire Station Surgery

Terrible service with endless frustrating phone calls

Consider seeking medical care elsewhere. I wasted 4 days attempting to connect, with each call lasting over 2 hours before being disconnected or losing patience. When I finally reached someone, they informed me they would contact me in 2 to 3 weeks to schedule an appointment... so I've just invested 2 hours of my time to have them promise to call me back later. This means I'm looking at a 3 to 6 week wait to see a doctor... which seems completely pointless. I'll definitely be returning to my previous practice in the New Forest.

Terrible service and impossible to book appointments

This medical practice is completely ridiculous - steer clear of registering. Despite being a long-time patient, I've consistently struggled to contact them by phone, and when I finally manage to get through (my most recent experience involved a two-hour wait, only to be told no appointment was available), their staff are utterly unhelpful. The doctors themselves are typically decent, but actually securing an appointment is nearly impossible. Moreover, I'm perplexed by their e-consultation system: it claims to be operational from 8:00 to 5:30, yet over the past three weeks, I've attempted to use it daily and it's never been functional. My advice? Completely avoid this surgery and spare yourself the endless frustration.

Exceptional care and compassion at old fire station

We've been long-standing patients at the Old Fire Station medical practice. Beyond providing top-notch healthcare, the entire team consistently demonstrates exceptional interpersonal skills, treating us with genuine warmth, respect, and empathy across all departments. Our sincere appreciation goes out to them!

Speedy delivery with great customer service

Swift and pleasant

Terrible service and unprofessional medical staff

I wish to voice my dissatisfaction regarding my daughter's recent interaction with the medical practice. She submitted a request for naproxen and contacted your office on March 24th. The receptionist claimed it was with the doctor, but stated no one was present to sign it. Before my daughter could respond further, the receptionist abruptly terminated the call! My primary concern is whether this is a medical practice that seemingly operates without physicians? Being summarily disconnected is absolutely unacceptable and unprofessional. While the surgery frequently reminds patients to maintain courtesy when communicating with receptionists - which I fully endorse - this courtesy must be reciprocal. I would expect your staff to demonstrate equivalent professionalism. Additionally, I'm writing to understand the deterioration of a surgery my family has trusted for nearly five decades. Securing appointments has become increasingly challenging, with the booking system being fundamentally flawed. Morning calls invariably result in no availability by 9:30, with staff suggesting patients try again the following day! I understand 4-6 doctors are registered here, yet seemingly only 2 are present on any given day. During my recent blood test visit, I anticipated overcrowding due to limited access, yet found myself alone in the waiting room!! I do not anticipate a response and shall await developments with anticipation.

Friendly staff make wait time totally worth it

Although scheduling an appointment took a bit more time than anticipated, the staff at Tofs are incredibly courteous and supportive, and they maintain a swift and effective pace during the actual appointments!

Reliable local surgery with minor phone system issues

Fortunately, our interactions with this medical practice are infrequent, but whenever we've required assistance, the service has been consistently excellent. Having been patients here for over two decades, we would be extremely hesitant to switch surgeries. I've rated them 4 stars due to the occasional challenges with their phone system - even at 8:30am when the lines first open, one can find themselves 17th in the queue. Despite this minor drawback, every single staff member we've encountered, across all roles, has been unfailingly courteous and supportive, especially considering the demanding nature of their work. Our sincere appreciation goes out to the entire team.

Frustrating healthcare experience with zero availability

Scheduling a consultation is proving impossible. Each time I attempt to book, all slots are fully reserved. The staff consistently advise me to call back the next morning, but when I do, the situation remains unchanged. As a result, I've been compelled to seek alternative medical routes, including self-referral and purchasing medications through online pharmacies at significant personal cost.

Compassionate care that truly makes a difference

I genuinely have not encountered any issues with this medical practice. My spouse and I have been patients here for half a decade, and the physicians are truly exceptional - compassionate, empathetic, and incredibly professional. Over the past couple of years, while battling mental health challenges, they have been consistently supportive and understanding. The nursing staff and administrative team have also been remarkably helpful and responsive. I acknowledge that scheduling appointments can be challenging, but when I've had urgent health concerns, I've twice been able to secure same-day consultations. We are completely satisfied and have no intention of seeking care elsewhere.

Horrible customer service from unhelpful phone support

Terrible customer service experience with extremely long wait times. When I finally got through, the representative was dismissive and uninterested in hearing about my medical concerns. Their unprofessional attitude was shocking, and they clearly need to be replaced with staff who actually care about helping customers.

Adaptive reuse transforms historic structure with innovative design

Innovative approach to preserving a historic structure by repurposing it, ensuring its continued existence, much like the clients themselves might hope to endure.

Frustrating service despite helpful and caring staff

The staff are quite supportive, but scheduling an appointment can be quite challenging due to their somewhat intrusive questioning, which can be particularly difficult for individuals like myself struggling with significant mental health challenges. My low rating stems from two primary concerns: 1) Since implementing their new phone system, waiting to reach reception can easily stretch to an hour, and depending on the time of day, you might even get disconnected when the lines close. 2) Myself and other patients have encountered substantial problems with repeat prescription management. Despite submitting requests on the earliest possible day, I've only once had a prescription approved before running out, which consistently forces me to obtain emergency prescriptions and incur substantial additional costs.

Exceptional care and compassion from medical staff

I was extremely satisfied with the medical service provided today. When I reached out on behalf of a family member requiring immediate medical attention, the receptionist was incredibly supportive and compassionate. She committed to securing a telephone consultation for that same afternoon. Dr. Malone promptly contacted my relative and successfully scheduled an urgent appointment. Dr. Mason demonstrated remarkable kindness and went above and beyond to assist us today. I am truly impressed by her exceptional support and professional approach towards my relative. Heartfelt appreciation for their outstanding care 😊.

Frustrating healthcare experience with unhelpful medical staff

The absolute worst medical practice... I've encountered numerous issues, and their staff consistently dismisses my concerns with a casual "you're fine." On one occasion, I arrived experiencing pain, and the receptionist's first response was to ask if I'd visited a pharmacy. Attempting to schedule an appointment became a nightmare due to Covid restrictions, preventing me from securing a consultation. When I finally managed to get an appointment, it was abruptly canceled because the doctor wasn't present that day. I had to waste my valuable work time waiting for a physician who never showed up. This general practice fills me with anxiety every time I even contemplate dealing with them.

Great medical care and responsive staff

Whenever I reach out to the Surgery regarding any health concerns, they consistently provide top-notch assistance and address my needs with remarkable promptness and efficiency.

Compassionate care with minimal waiting time

This medical facility is truly top-notch, with a staff that embodies compassion, expertise, and genuine care. While phone wait times can occasionally be extended, the quality of interaction once connected is outstanding. Patients are given ample time to express their concerns, which are carefully heard and appropriately addressed. The team consistently follows through on commitments, ensuring call-backs happen precisely when scheduled and appointment reminders are sent in a timely, considerate manner.

Terrible service and endless phone call frustrations

Absolutely terrible. I only contact my healthcare providers in dire circumstances. Today, I wasted 40 minutes on a call, only to be abruptly disconnected. Then another 35 minutes of waiting, ending at 1pm with another cut-off. When I attempted to call back at 2pm and endured a 20-minute wait, I was disconnected yet again. Anyone seeking a medical practice should definitely avoid this place. The management is completely incompetent and unprofessional.

Friendly service keeps me coming back

Each time I've been here, there's always someone available at the counter, which isn't terrible at all.

Frustrating healthcare experience with zero support

I am writing to express my profound frustration regarding the complete breakdown of service at this medical practice. Last week, I called at 8:40 AM and endured a 40-minute wait, only to be told no appointments were available. I repeated this attempt on Monday at 2:45 PM, receiving the same unhelpful response. On Tuesday morning, I was again informed that no assistance was possible. I was instructed to call later, which I did, only to be told a doctor might call me by day's end - which never happened. As a full-time professional, I attempted to call throughout Wednesday while managing client schedules. Frequently finding myself 14th in the queue, I couldn't remain on hold due to my work commitments. I repeated this process Thursday with identical results. By Friday, I was completely defeated. Today, after another 40-minute wait, I was curtly informed I wouldn't even qualify for triage. My only option was apparently to await a pharmacy consultation, despite already explaining I'd exhausted home remedies. The receptionist suggested a pharmacist might examine me, leaving me with no alternative. It is now 1:44 PM, and I've heard absolutely nothing. Tomorrow, I'll be forced to continue working while this unresolved health issue progressively undermines my professional capabilities. What standard of service can an infrequent patient reasonably expect when they genuinely need medical assistance? I request that, even if you choose to disregard my situation, you at least forward this communication to the practice manager, as this treatment is profoundly demoralizing.

Worst experience ever at this restaurant

Absolutely dreadful establishment...