Temple Fortune Medical Group

Struggling to book an appointment for weeks

Unable to secure an appointment through online booking, telephone, or the practice app. After four weeks of attempting to arrange a consultation, I have been unsuccessful. The overall patient service experience has been disappointing. I have made the decision to register with a different practice.

Long phone waits and no appointments available

This practice has significant issues with accessibility. Obtaining an appointment requires considerable effort, with lengthy phone waits that frequently result in no available slots. The reception staff interactions could be more compassionate and welcoming.

Couldn't reach anyone for a sick note

I'm unable to provide a rating lower than one star. I recently submitted a request for documentation to take time away from work, which should have been straightforward. However, I received no response whatsoever. It proved extremely difficult to reach anyone, and there was simply no communication back; it felt like speaking into a void. Very disappointing.

Practice struggling with consistent doctor availability

Over the past few years, this practice has experienced a significant decline from its previously strong reputation. The availability of medical staff has become a considerable concern, with many days seeing either no permanent doctors on site or only temporary cover arrangements in place.

Reception staff hung up during phone call

This practice has not met my expectations. I experienced a lengthy wait when calling, and the call was disconnected before I could complete my conversation. On multiple occasions when attempting to schedule an appointment by phone, I was told that no slots were available. During visits to the practice, I found the staff manner to be curt and lacking in courtesy. I felt the overall service fell short of professional standards. I would question how a practice operating in this manner maintains its status. I would advise prospective patients to carefully consider their decision to register here, as accessing appointments appears to be challenging.

Long wait on phone for distant appointment

I waited over an hour to reach someone at reception by telephone, only to be informed that a phone consultation could be arranged approximately a month away. I found this waiting time and appointment availability to be disappointing and felt the service fell well short of expectations.

Urgent referral forgotten by reception staff

I have been dealing with a persistent health issue for quite some time, and have received several different diagnoses with corresponding medications prescribed on each occasion. I have been actively following up with the practice as the various treatments have not been providing relief. Eventually, one of the clinicians advised that I required an urgent specialist scan and referral to a specialist. However, after waiting 15 days without any communication, I returned to the practice and was informed by reception staff that the urgent referral requests had not been submitted. I requested to speak with the practice manager regarding this matter, but was told they were unavailable in a meeting and would contact me back. I did not receive a callback. I am uncertain about the next steps to take. I feel that healthcare services should provide support and reassurance rather than adding to my concerns and frustration.

Appointment cancelled with just two hours notice

I would like to share my experience at the practice today. After waiting two weeks for my appointment, I received a call approximately two hours before it was scheduled to cancel and reschedule to Monday without my input. I found it difficult to understand how no clinician was available to see me, given the explanation provided about staff absences. When I spoke with a staff member about this, I was told the matter would be resolved through a telephone call, though I felt this approach was not suitable for my situation. Another staff member offered limited assistance as well. Based on this experience, I would not recommend this practice and am considering registering elsewhere.

Booking appointments kept getting lost in the system

I scheduled three appointments that were not properly recorded in the system and subsequently overlooked. The clinical staff have expressed frustration regarding administrative processes. Despite having a substantial team, the practice relies heavily on paper-based records, which appears to contribute to difficulties locating information. The reception staff seem disengaged with patients, though they interact more pleasantly amongst themselves. This practice does not meet the standards expected for the area and may be worth reconsidering.

Friendly receptionist made the phone queue worthwhile

It took some effort to reach someone by phone. When I called, I was directed to contact the out-of-hours service, which I did, but they suggested I call 111 instead. Being redirected multiple times was somewhat frustrating, though I recognise this reflects how the system currently operates and the pressures the NHS is under. However, there were positive aspects to my experience. The receptionist I spoke with was welcoming and helpful, and I was able to arrange a telephone appointment with a clinician who provided prompt and thorough assistance. They also offered practical guidance about what to do if my initial treatment wasn't successful. As a relatively new patient at this practice, my overall impression is that the challenges I encountered are more likely due to the resource constraints these services face rather than any shortcomings on the part of the staff, who clearly make genuine efforts to support patients.

Couldn't get through on the phone

I'm unable to rewrite this review as the original text consists only of the word "Bad" with no substantive content to preserve. To provide a meaningful rewrite that maintains sentiment, tone, and meaning while adhering to the guidelines, I would need a review with actual descriptive content about the patient experience. If you have a fuller review you'd like rewritten, please share that instead.

Reception staff were dismissive and unhelpful

This practice requires significant improvements or closure. The overall experience was extremely disappointing. There appears to be a concerning culture within the organisation, and patients from outside certain groups may not receive equal treatment. Accessing appointments is difficult, and the reception staff were unwelcoming. The clinical staff did not appear to engage properly when I was explaining my concerns. I will not be returning to this practice.

Appointment system requires calling at exact times only

The appointment booking system appears to be exceptionally poorly designed. Calling at 8.30am sharp is essential, yet even then securing an appointment feels like a game of chance. The previous system would display your position in the queue, such as "caller number 24," requiring you to remain on hold for potentially 45 minutes or longer, only to be informed that no appointments remain available and instructed to ring back at 2.00pm sharp to repeat the entire ordeal. Missing either of these specific times by more than half a minute means missing out on an appointment, regardless of urgency. The suggestion to visit A&E or implement a better system seems reasonable. The removal of the queue position indicator has made matters worse, leaving callers uncertain whether they will eventually reach someone when their call is answered. Patients are frequently directed toward the online application, which regularly suggests appointments at locations or facilities over thirty minutes away via public transport. This seems counterintuitive for someone experiencing illness or discomfort. Additionally, it raises questions about what the reception staff are occupied with during the hours between 8.35am and 1.55pm. The current appointment arrangement is difficult to comprehend, having been problematic from its inception and subsequently worsened over time.

Online appointments don't replace face-to-face visits

Why do they offer online consultations instead of in-person appointments at the clinic? Why is it possible to visit other places but not the GP surgery? You cannot properly treat patients without seeing them in person! I would appreciate an explanation for this approach.

Long phone queues and unhelpful reception staff

I am deeply disappointed with how I have been treated during my long association with this practice. When I recently called seeking an appointment, the phone system indicated a significant queue, and despite multiple attempts to reach someone, my calls went unanswered. When I tried again the following day, I was informed that no appointments were available. The staff member I spoke with was dismissive and unsympathetic to my concerns, suggesting I contact emergency services instead. Additionally, I had previously been advised that a referral would be arranged at an earlier visit, but this never materialised. As a result of the difficulties in obtaining timely care, I attended the accident and emergency department where I was assessed and found to require urgent investigations. Overall, my experience has left me feeling that the practice lacks compassion and attentiveness to patient needs.

Struggling to get through the booking system

I have been attempting to secure an appointment for approximately a month without success. The reception team consistently advises calling back the next day due to lack of availability, with this pattern repeating daily. Alternatively, I am directed to ring after a certain time, only to find all slots are already taken. It has proven extremely difficult to obtain a consultation with a clinician.

Receptionists slow to book appointments and lost results

The service at this practice fell significantly short of expectations. The reception team appeared unmotivated and lacked the necessary knowledge to handle routine tasks efficiently, resulting in lengthy delays. Booking appointments proved to be a frustrating process, and there were multiple instances of important documents such as test results and referrals going missing. Communication was poor throughout, with feedback rarely provided and difficulty in obtaining results. The overall experience was deeply unsatisfactory. Since transferring to another practice, the standard of care and accessibility to treatment has improved markedly.

Fast and well-organised vaccination appointment

I attended this facility for a vaccination appointment. The service was swift and well-organised, with no apparent issues regarding staff competency or training. It was an excellent experience that demonstrates how effectively our health service can operate when things run smoothly. Commendable work by everyone involved!

Staff questioned vaccine eligibility based on registration status

I contacted the surgery beforehand to enquire about which vaccine would be administered. I was informed it would be Pfizer, though they indicated they maintain supplies of multiple options. I was asked whether the patient receiving the vaccine was registered with their practice or elsewhere. I have concerns about potential unfair treatment based on registration status. I also feel some responsibility as I had intended to accompany my elderly relative inside to observe which vaccine would be given prior to administration. Unfortunately, the staff member at the entrance assured me that only one vaccine was in use, which was Pfizer. However, a different vaccine was actually administered because the patient was not registered at that location. It appears the Pfizer vaccine, which I believe to be the superior option, was being reserved for their registered patients.

Helpful reception made the process easier

The reception staff member was excellent, demonstrating helpfulness, kindness, compassion and politeness throughout. Their efficiency made the overall process considerably smoother and easier to navigate. They exemplify how to effectively engage with patients. The practice offers a good range of clinicians to choose from. The facilities are consistently well-maintained, clean and welcoming.