Thorndike Partnership

Worst Surgery Ever: Receptionist Nightmare

Giving a single star, and even that feels too generous! This surgical practice is a complete embarrassment. The receptionists are incredibly discourteous and unhelpful, constantly attempting to redirect patients to other services at every possible moment. There's absolutely no semblance of patient care, zero empathy, and total lack of accountability for their actions. They can't even be bothered to properly review their own triage forms that they themselves have created. This place deserves serious repercussions. *Update* Following my initial review, I've had a discussion with Thorndike's management. To their credit, they acknowledged the shortcomings, particularly regarding receptionist conduct, and committed to addressing these issues. I've subsequently had both an in-person consultation with a physician and a telephone follow-up. I'm cautiously optimistic that this might represent a genuine transformation for Thorndike, though only time will confirm whether real change has occurred.

Rude Staff Ruined My Afternoon Appointment

Received an inaccurate appointment date, causing me to depart from work prematurely. The front desk staff, especially one individual, displayed a notably dismissive demeanor and exhibited a completely indifferent attitude towards my situation.

Terrible Service at My Local GP Practice

This might just be the most abysmal General Practice in the entire nation.!!! They peddle indifference and manufacture suffering, with their clear message of "fall sick at your own risk, because we couldn't care less" being their apparent creed. Zero Stars

Scheduling Nightmare at Thorndike Surgery

Getting an appointment at this surgery is incredibly challenging. The e-consult process is frustrating, often resulting in dates far in the future or outright rejection. In my recent experience with a sore throat, after submitting an e-consult, I received a text telling me to call 111 or visit A&E - a clear misuse of NHS resources. The e-consult system is poorly designed; once submitted, you have no record of your original submission, making it difficult to track which consultation relates to any eventual appointment. While the doctors and nurses are generally competent when you finally see them, their approach is restrictive. They insist on addressing only one medical issue per consultation, which seems incredibly inefficient. Their administrative systems are equally problematic. Despite multiple face-to-face requests, they repeatedly failed to correctly enter my details for the patient app, merely providing new login codes that never worked. My experience worsened with a serious medical need. After a positive cancer risk test requiring a colonoscopy, the doctor was unable to complete the procedure and recommended a scan. Despite multiple e-consults, I never received the necessary scheduling. Even after changing providers, they continued sending me appointment notices and kept me on their records. Given these systematic failures, I absolutely cannot recommend this surgery to anyone with alternative options.

Caring Staff Made My Clinic Visits Smooth

I'd like to convey my heartfelt gratitude for the remarkable care I encountered during my two appointments at the medical facility. Mrs. Linda H and Malika B demonstrated extraordinary professionalism and compassionate attention during my entire visit. I was consistently seen at the scheduled times without delay, which significantly contributed to the superior level of service. The treatment I experienced was absolutely outstanding, and I am deeply appreciative of their unwavering commitment. My sincerest thanks for providing such an incredible healthcare experience!

Borstal Village Surgery: Total Mismanagement Nightmare

This surgery is absolutely dreadful, and if I could give zero stars, I would. Having visited multiple times for blood tests, it's glaringly obvious that the entire facility is poorly managed. The reception staff desperately need improved training and supervision. It's absurd to see a line of patients waiting while receptionists are tied up on phone calls, causing appointment delays. Not all patients can use the electronic check-in system, especially those from outside the practice, which is particularly problematic for those requiring blood tests. The waiting patients unanimously agree how terrible this practice is. My mother is unfortunately registered here and has been completely unable to secure an appointment, making healthcare access virtually impossible. They seemingly contribute to patient suffering, potentially endangering lives. When my father was critically ill with heart failure, they were unhelpful until specialist intervention. During my visit, three separate patients came in to lodge complaints. Compared to other local surgeries, this place feels like a healthcare nightmare. I strongly advise avoiding registration here if at all possible, as once you're in their catchment area, better practices won't accept you.

Impossible to Get Timely Doctor Appointments

Scheduling an appointment on the same day is practically impossible, and when you do secure one, it's weeks in the future. They appear to disregard any medical correspondence from hospitals. The triage process seems futile, frequently advising patients to visit the emergency room - a suggestion I find particularly unhelpful, especially given my compromised immune system. My current level of irritation is extremely high.

Terrible Customer Service Nightmare

Absolutely terrible. Incompetent leadership. Subpar entry process. Horrific interactions with customers.

Impossible to Get Results or an Appointment

Transferred to this practice after being dropped by my previous physician for not having regular check-ups. I've recently undergone some blood tests, but obtaining the results has been incredibly challenging. When I phoned, I was first in the queue and waited 57 minutes before someone answered - utterly ineffective. Moreover, scheduling an appointment typically requires a three-week wait, and the doctors seem to be of poor quality and uninterested in patient care.

Quick blood test with zero wait

Secured a quick blood test with minimal wait time and helpful personnel. The waiting area was nearly empty, which makes me question why people claim scheduling is challenging. It seems the NHS would benefit from expanding medical staff and reducing bureaucratic obstacles.

Impossible to Get Help from NHS Appointments

After attempting to schedule an appointment at least 6 times, I've discovered a system that's completely impersonal. Instead of speaking with an actual human, patients are now subjected to an online form that staff members carelessly scan, arbitrarily deciding one's medical worthiness with quick accept or reject clicks. It's unbelievable that in a developed nation like ours, such a dehumanizing process exists. The requirement to submit a form within a specific timeframe and then endure a 48-hour waiting period for a decision is utterly unacceptable. This approach is not just inefficient—it's potentially life-threatening. The NHS and current government have created a healthcare system that feels more like a bureaucratic nightmare than a service designed to help people. I am absolutely frustrated and disgusted by this entire situation.

Impossible to Book an Appointment Here

Scheduling a consultation with this general practitioner has been an exercise in frustration. Their convoluted booking system requires navigating multiple steps, only to ultimately inform you that no appointments are accessible. This bureaucratic nightmare applies even when trying to secure medical care for children. Your most practical options are to switch healthcare providers, seek assistance at a pharmacy, or resort to visiting the accident and emergency department.

Not Worth the Hassle at All

Absolutely dreadful. Steer clear at all costs.

Stuck in a Healthcare Maze

I've been informed by medical professionals that my blood glucose levels are elevated and require testing. However, obtaining a blood test necessitates a GP consultation, which I cannot secure. Every time I complete their online health questionnaire, I'm redirected to the 111 service, which cannot perform blood tests. It's a frustrating, endless cycle. The healthcare system is completely ineffective and fails to meet basic patient needs.

Terrible service at local medical practice

Completely revolting, my mother has been attempting to secure a medical consultation for several days, only to be directed to the emergency room or advised to call the helpline, I STRONGLY RECOMMEND STEERING CLEAR OF THIS CLINIC.

Impossible to Book a Doctor's Appointment

Ever since I signed up with this medical practice, I've managed to secure a single solitary appointment for my child. ONE. They consistently claim to be fully booked and instead suggest rushing your child to the emergency department. Steer clear of this clinic. Perhaps that might improve appointment availability for their current patients?

Unhelpful Clinic Ignored My Health Concerns

I recently relocated here just 48 hours ago and have been experiencing health concerns. When I reached out to the clinic, they insisted I schedule an online appointment, which I haven't done, and I've received zero communication. Today, when I attempted to arrange a blood test again, they repeated the same unhelpful response, claiming they can only assist through online booking. What sort of customer service is this? If the sole method of scheduling is through an online platform, then why even maintain a physical clinic? It's truly disappointing that their service provides no practical assistance to patients.

Impossible to Get an Appointment Here

Since becoming a patient at this medical practice, I've consistently encountered obstacles when attempting to schedule appointments for myself and my relatives. Upon calling, I was directed to complete an online triage form, which I diligently did, only to receive the frustrating response: "Thank you for submitting your online triage form. We apologize, but our practice is currently at maximum capacity".

First Smear Test Turned Into Total Nightmare

I was promptly invited for a cervical screening and booked the appointment right away. I also informed my GP about my address change, receiving a response about being outside their catchment area with a relocation form. Crucially, there was no indication I would be removed from their patient list. I confirmed I would bring the completed form to my appointment. Upon arrival, I was shocked to learn I had been deleted from their system. When I questioned why I wasn't properly notified, they casually mentioned sending a letter - to my previous address! I highlighted that I had all my documentation with me, but they insisted the original letter stated I needed to find a closer medical practice. After reviewing the letter, I realized the removal date was listed as 30 days from the letter's date (20th January), yet my appointment was on 7th February - which clearly does not align mathematically. I asked about resolving the situation and was essentially told I must find a new GP, as per the letter I never received. Despite the receptionist being sympathetic and visibly uncomfortable, I felt completely dismissed. As this was my first cervical screening, I had been anxious all day, and left the clinic in tears. The entire experience was profoundly disappointing and poorly managed.

Impossible to Get a Doctor's Appointment Here

Completely unacceptable service with constant scheduling nightmares. Every attempt to book results in endless form-filling, followed by a 48-hour wait, only to receive a text confirming the appointment is fully booked. Their advice is to visit a chemist, who can't prescribe antibiotics for an asthmatic with a chest infection, and simply suggest calling 111 if symptoms worsen. The whole purpose of requesting a same-day appointment before a specific time is to actually secure a same-day slot. In a previous instance when I needed an appointment due to compromised breathing and required a new inhaler, they refused me an appointment. However, when I called 111, they immediately arranged a same-day consultation with the surgery, recognizing it as urgent. It's unclear who is reviewing these online forms, but they are clearly incompetent and unprofessional.