Tennant Street Medical Practice

Struggling to get appointments despite good care

This practice was previously excellent with responsive phone lines and accessible appointments whenever needed. Unfortunately, things have deteriorated significantly. While the clinical staff remain pleasant, obtaining an appointment has become extremely difficult. I now have multiple health concerns that remain unaddressed due to my inability to secure a consultation. The appointment system is particularly challenging to navigate while managing work commitments, requiring an impractical amount of time and persistence. Despite valuing the relationship I have with my current healthcare provider, I have decided to transfer my registration elsewhere, which is disappointing given my previous positive experience here.

Quick appointment for blood test

Went in for a blood test appointment. The service provided was excellent.

Long phone queues and appointment mix-ups frustrate

I have found it very difficult to secure appointments with a doctor. When my partner eventually managed to book a slot, she expected to see her usual doctor but was instead seen by a nurse for a blood pressure check, despite having requested an appointment regarding back pain. 👎 I attempted to call the surgery recently and spent 15 minutes waiting in the queue at position 8, only to be disconnected without explanation. When I called back, I was informed I was now at position 11 in the queue. I am very disappointed with my experience at this practice.

Two hour phone queue left frustrated

I'm submitting this review on behalf of my mother, who prefers not to use online platforms. My mother has been a patient at this practice for nearly six decades and has reached a point of considerable frustration. She recently spent two hours waiting on hold, which she found deeply unsatisfactory. On each visit or call, the waiting areas and phone lines are consistently crowded with patients. The staffing levels appear insufficient relative to the volume of people accessing the service daily. The practice seems overwhelmed by its patient numbers, creating a chaotic environment. It appears the practice either needs to increase its workforce or reconsider its patient capacity to manage demand more effectively. Given these experiences, I would rate this practice one star, as the overall service delivery has been disappointing.

Phone queues make booking appointments impossible

Poor reception experience. I consistently find myself waiting in queues whenever I attempt to contact the practice, regardless of the time of day. On one occasion, I waited considerably longer than expected in a substantial queue before finally reaching near the front of the line, only to have my call disconnected. When I rang back, I discovered I had been placed much further back in the queue, which was extremely frustrating.

Phone queues are frustratingly long here

Waiting times on the phone are extremely lengthy, and the call was disconnected after an extended hold period. The online appointment booking system appears to be unavailable. Messages were reportedly sent but never arrived. The technology systems and overall customer service experience require significant improvement. This is particularly important given the nature of healthcare services. Thank you.

Couldn't get through on the phone line

I'm taking medication that requires regular blood tests, but I've been trying for several days without success in getting through to arrange an appointment. The difficulty in making contact is very frustrating. I've had to call an alternative service as I have some health concerns, and at this point it feels like having a GP isn't making much difference to me.

Felt listened to and well looked after

I received a health check and felt very well cared for. The healthcare professional was very professional and easy to communicate with.

Long wait on the phone line

The telephone service experiences significant delays before reaching a member of staff.

Reception handles sensitive topics with professionalism

My family and I are all patients at this practice, and while we have experienced some challenges over the years, we have consistently found the team to be honest and professional. The reception staff demonstrate professionalism and courtesy when handling sensitive discussions, whether these occur by telephone or face-to-face. The surgery is spread across two levels, with phlebotomy services on the ground floor and clinical rooms on the upper floor. There is also a meeting room and additional offices accessible by lift. I have attended the surgery many times, both before and after the pandemic, and the current safety measures in place contribute to feeling secure during visits. The waiting areas are modern, clean and well-maintained. The main difficulty I have encountered relates to reaching the practice by telephone. As most initial consultations now require a phone discussion before an in-person appointment, it can sometimes be challenging to connect with a receptionist. Apart from this, I have not experienced other significant issues. Overall, I believe this is an excellent practice with a dedicated team that genuinely cares for their patients.

Phone queues leave you waiting forever

Frustrating phone service experience. After waiting in a queue of approximately a dozen callers, it took well over an hour to reach someone, only to be disconnected shortly after providing initial information. The following week, I waited around 30 minutes and progressed only 2 positions in the queue. On another attempt, I was 8th in the queue and after an hour had advanced just 4 places. I also experienced a lengthy wait on the results line, moving from 7th to 4th position over the course of more than an hour. I have since needed to hold again on the results line.

Phone queue left me hanging for hours

I called the practice today during the afternoon. I was positioned seventh in the queue. After waiting for an extended period, I reached the front of the queue only to be disconnected before my call could be answered. This was frustrating and unhelpful.

Long-term care with helpful online consultation options

I have been a patient at this practice for nearly a decade and have consistently found the administrative team, clinical nursing staff, and clinicians to be highly professional. They provided excellent support when my child required medical attention during infancy, arranging appropriate specialist referrals, and they continue to provide ongoing care for my chronic health management. Following the pandemic, like many general practices, the telephone lines have experienced increased demand, and booking same-day appointments can involve waiting on the phone for a considerable period. However, the practice offers an efficient online consultation system that typically provides a response within a working day, with face-to-face appointments arranged if clinically necessary. Telephone consultations can also be booked through the online platform, and I have regularly secured appointments within a week. I believe there would be value in providing additional support to help patients access digital services, as not everyone has the necessary technology, connectivity, or digital literacy to use these systems effectively. That said, I think expanding access to online services would help reduce pressure on in-person appointment slots and make them more readily available for those who genuinely need them.

Long phone queue then got cut off

I waited on the phone in a queue for an extended period, only to be disconnected before reaching someone. I found this to be very disappointing service. I was attempting to make contact regarding a family member's healthcare needs.

Long phone queues made appointment booking difficult

The telephone waiting times at this practice are extremely lengthy.

Friendly reception made the visit pleasant

Excellent

Poor communication about vaccine appointments and follow-up

It was deeply disappointing to receive the first vaccine at this surgery only to discover afterwards that the second dose could not be administered there and I would need to attend elsewhere. I was not informed of this change in advance, despite being told that all patients had been notified. I only became aware of the situation when attempting to manage my prescriptions through the online patient portal, which prevented me from completing the request via the mobile application. After spending considerable time on hold, I was advised that this could only be resolved by using a computer to access the web version, where a required button is visible but unavailable on the phone app. Over an extended period, I have noticed a consistent decline in the standard of service at this practice, with staff appearing reluctant to provide adequate support to patients. I have given the lowest available rating as I feel unable to express my full dissatisfaction, and I would recommend that others carefully consider whether this surgery meets their needs.

Long phone queue for urgent appointment request

Attempted to call on behalf of a friend to request an urgent appointment. The wait time to speak with someone was approximately an hour, which felt excessive.

Phone lines constantly busy and appointments run late

The practice consistently appears to be engaged, though it can be difficult to reach them regardless of the time of day. Appointments frequently run behind schedule, with delays sometimes exceeding 30 minutes. Given the apparent staffing levels, it raises questions about how the workload is managed.

Vaccination hub location caused unnecessary travel

Attempted to arrange an appointment for a vaccination and was informed that I would need to attend one of the designated vaccination centres instead. The closest centre is located approximately 20 miles away, which seemed at odds with guidance about minimising travel. I found this frustrating and confusing, particularly as others I know have apparently been able to receive their vaccinations at their local surgery without difficulty.