Temple Fortune Medical Group

AI RECEPTIONIST

Did not understand request, went round in loops and never got to speak to a real person despite repeated calls. Took many minutes each time. Is an absolute patient's nightmare!

Always there when you need them

Excellent medical practice that consistently provides reliable support.

Quick e-consult response and helpful pharmacy referral

An outstanding experience from start to finish. I submitted an online consultation request seeking an appointment, and within approximately 10 minutes I received a prompt response from a staff member who was exceptionally pleasant and courteous. They communicated in a highly professional manner and suggested that the pharmacy service might be able to address my concern. Although I had some initial reservations, I decided to proceed with their recommendation. Following the referral, I attended the pharmacy where I received appropriate medication. Remarkably, about an hour later, the staff member called to confirm they had reviewed the pharmacy report and checked in to see whether I was satisfied with the outcome and if I still required a medical appointment. This level of attentiveness and follow-up care was truly impressive. The entire team demonstrated genuine care and professionalism throughout. Excellent work to all involved ❤️

Friendly reception made me feel welcome

The service is excellent and the team members (including management, administrative staff, and clinicians) are equally impressive.

Professional service and genuinely supportive care

I consistently experience highly professional care during my visits to this GP practice. The clinical staff members have been particularly helpful and supportive throughout my time as a patient. Having attended this practice for an extended period, I have consistently found the standard of care and service to be reliable and satisfactory.

Phone receptionists make booking appointments unnecessarily difficult

I have been with this practice for over 15 years. When ownership changed, the administrative and front office staff became difficult to work with. I have chosen to stay because of several salaried clinical staff members who provide excellent care. The practice was previously very well managed, but there is an ongoing challenge with telephone reception services. During a recent call, I was asked questions that seemed beyond the scope of typical reception duties, and was directed to complete an online consultation form rather than being offered a telephone appointment. Only when I requested to speak with a senior team member was an appointment made available. When I subsequently asked to be transferred to management or provided with contact details, I was directed to search online independently. The clinical team members and specialist services have been consistently professional and supportive. I would appreciate if management could review reception staff training to ensure a more patient-centred approach.

Receptionists blocked access to urgent appointment

The reception team seemed reluctant to facilitate appointment access. When I contacted the practice describing concerning symptoms and mentioning a family history of serious illness, I was offered a telephone consultation with a clinical practitioner rather than an in-person appointment. This felt like an unusual approach, particularly given that I rarely request appointments. The experience left me with the impression that the reception staff may have been instructed to restrict direct access to doctor consultations.

Phone lines difficult to get through to

The practice has not been responsive to patient needs, particularly when contacted by telephone. I felt the service quality was insufficient and made the decision to seek care elsewhere after a considerable period of time.

Practice left me wanting to switch

This practice has not met my expectations and I am considering finding alternative healthcare services elsewhere.

Staff were helpful and friendly

The staff were quite rude.

Long waits and poor appointment scheduling

I rarely leave reviews, but I feel compelled to share my experience after repeated disappointments. I would strongly advise against choosing this practice. Appointments consistently run significantly behind schedule, with waits frequently exceeding an hour. Administrative processes, including routine referrals, appear to take an unnecessarily long time. The communication throughout my visits has been inadequate, and the overall service quality has fallen short of expectations. The practice would benefit from significant changes in management or operations. The amount of time spent waiting has been frustrating and unproductive, and I feel my visits could be managed far more efficiently.

Friendly staff who actually listen to you

Positive experience with the medical team, consistently satisfied with visits.

Responsive and kind care for my daughter

I have nothing but praise for how responsive and kind the team has been whenever my child has needed an appointment. Thank you so much to all the staff members.

Reception staff were dismissive and rude repeatedly

The reception staff member displayed an abrupt and dismissive manner towards patients, including speaking in a harsh tone and ending calls abruptly. This negative experience occurred on multiple occasions rather than being an isolated incident. The practice would be best avoided based on these repeated interactions.

Online triage forms delay urgent medical care

Requiring patients to complete digital assessment questionnaires before accessing medical consultations may discourage individuals from seeking timely care when they genuinely require it. This approach could potentially result in delayed treatment for those who need it most. One would expect healthcare services to prioritise keeping patients healthy and able to contribute to society. I find this system quite shocking and concerning.

Couldn't book appointment through broken online system

I have been unable to secure a routine appointment with my regular healthcare provider through any available method. The receptionist directed me to complete an online form, however the online system displayed a message indicating it was temporarily unavailable. From what I can observe, the practice does not appear to have a formal complaints procedure in place.

Admin process needs improvement

The administrative processes could be improved.

Quick same-day appointments and helpful receptionists

Same-day appointment slots are offered. The reception team provided useful and straightforward guidance. The clinical staff demonstrated both diagnostic expertise and compassionate care. Local patients are very fortunate to have access to this practice.

Friendly reception made the visit pleasant

Excellent experience with welcoming and approachable team members.

Reception queue caused missed appointment slot

Arrived five minutes early for my appointment with two patients ahead of me in the queue. The reception desk took over twenty minutes to process their check-ins. While waiting, I phoned the practice to inform them I was on the premises but the check-in process was taking considerably longer than expected. I was advised there was nothing that could be done and to continue waiting. When I finally reached the reception desk, I was told I was running late, despite having just spent a significant amount of time in the queue. After expressing that I had waited for an extended period, the receptionist responded dismissively. I remained in the waiting area for over an hour before I had to leave due to another commitment. Approximately twenty minutes after departing, I called back to inquire about what had occurred. The staff member informed me that my name had been called at 10:45 and I was not present. Additionally, I received a message stating I had failed to attend my appointment, despite being in the building and waiting to be seen. This was inaccurate—I was definitely there, and I had a companion with me, and neither of us heard my name being called. This experience was frustrating and disappointing. Unfortunately, this is not an isolated incident. The service does not meet acceptable standards, and it appears there is little regard for patient experience or satisfaction.