Thorndike Partnership

Endless Queue: No Appointments Again

I want to be clear that I'm not criticizing the staff or GPs, who have always been courteous and professional in my interactions. However, I'm caught in an endless, frustrating loop trying to secure a routine appointment. Each morning, I'm stuck in a phone queue, only to be told no appointments are available and directed to complete an e-consult form. So I do, yet by day's end, I receive a message stating there are no appointments and I should call the surgery again in the morning. This circular process is maddening. Furthermore, suggesting patients call 111 or seek urgent care is completely inappropriate for those simply wanting non-emergency medical guidance. Two weeks ago, when I was quite unwell, my partner had to spend hours navigating between the surgery and 111 to finally secure an appointment. The surgery seems oblivious to the patient experience - it's incredibly frustrating and disheartening at a time when we're already vulnerable and just seeking medical assistance.

Urgent referral lost for 9 painful days

Complete disarray. My general practitioner marked my case as urgent with a two-week referral pathway. Nine days passed without any communication, so I reached out to the hospital, only to discover that the referral form was unsigned and consequently rejected. The hospital had returned the form the day following my initial referral, meaning the practice failed to process this for nine days and remains uncertain whether it has been properly handled. When patients attempt to raise concerns with reception staff, they are confronted with dismissive and discourteous behavior. Dr. Moore is the sole competent physician, and if you're fortunate enough to secure an appointment with her, she would undoubtedly merit five stars. However, the surgery as a whole would struggle to earn even a single star if such a rating were possible!

Compassionate Care When I Needed Help

I'm uncertain about what others anticipate from medical professionals. Disregard any negative feedback. The surgical team, nursing staff, receptionists, and doctors have demonstrated exceptional professionalism and support. I have complete trust in the diagnostic procedures they've conducted. They've been incredibly responsive and accessible. Despite the NHS and doctors facing significant challenges, I never felt hurried; instead, I genuinely felt listened to. My deepest gratitude for your assistance. It's rare for me to seek help, and I am truly appreciative of your unwavering professionalism and commitment.

Compassionate care at Thorndike Surgery

The medical staff at Thorndike Surgery are incredibly compassionate and supportive. They excel at providing care during challenging personal circumstances. Patient privacy is clearly a top priority, with professionals always seeking explicit consent before sharing any personal details. I cannot speak highly enough of their approach and would absolutely endorse this practice to others :)

Unhelpful GP Receptionist Dismissed My Heart Health

I attempted to schedule a non-urgent doctor's appointment after being advised during triage that I need to discuss potential medication to lower my heart attack risk. The phone representative I encountered was incredibly robotic and disinterested, seemingly reading directly from a script with zero empathy. His sole response was to tell me to call back on Monday, completely disregarding my explanation that as a key worker, I cannot possibly make a call at 8am due to work commitments. There was absolutely no flexibility or willingness to accommodate my situation, and it appeared they had no genuine concern for the well-being of their registered patients. This practice has dramatically declined from its previous standards, and I firmly believe the management requires complete replacement, along with a comprehensive restructuring of local healthcare services.

Long Wait for Basic Care at Local Practice

I've been with this medical practice since its inception, and over the past 15 years, the standard of care has significantly deteriorated. Securing an appointment has become incredibly challenging. My last attempt to use their services was back in October, and I had to seek private treatment. This morning, I called shortly after 8:00 AM and noticed they've updated their phone system, which now allows you to keep your place in the queue and receive a callback. However, the outcome remains the same: no available appointments, with instructions to try again tomorrow or contact 111. It's clear there's a severe deficiency in patient-centered care. Moreover, it seems disingenuous for them to claim they're accepting new patients when they're struggling to adequately serve their existing patient base.

Rude doctor made my appointment nightmare worse

I left the clinic feeling utterly let down by the medical care I experienced today. The physician who examined me displayed a complete lack of empathy, warmth, and human connection with their patient. To compound my frustration, scheduling an appointment at this facility is an additional significant challenge.

Frustrating wait for test results

I'm at a loss with this establishment. Initially, they assured me my results would be ready the next day, but then suddenly pushed the timeline to the following week! Moreover, I was led to believe a doctor would contact me directly, yet when I reached out, I was instructed to schedule an appointment - a process that's incredibly frustrating and complicated.

Frustrating Customer Service at Reception Manta

reception manta apologies, but we are unable to assist you irrespective of medical procedures, consultant recommendations, or misleading details regrettably, we still cannot provide support might I speak with a team member who can offer assistance sorry, we cannot help you

Quick and Thorough Morning Checkup

Called at 8 AM with a scheduled consultation for 9 AM. A female physician saw me and provided comprehensive explanations. She conducted a meticulous examination, walking me through each step. The doctor recommended physiotherapy and performed a urine test, with results texted to me within four hours.

Quick and Smooth Health Checkups

I haven't personally utilized the medical practice frequently, but over the past year, I've been called in for flu and COVID booster immunizations, as well as a comprehensive health screening. Each appointment was punctual and conducted with smooth professionalism.

No Appointments for My Elderly Mom

The reception staff are completely useless. We've repeatedly tried to secure a medical appointment for my elderly mother, an 84-year-old heart patient, but they consistently claim no slots are available. The reception team appears utterly disinterested in providing any meaningful assistance. Their standard response is to suggest we go to the emergency department if we believe the situation is critical. Their incompetence suggests they should seriously consider shutting down their practice if they're unable to deliver even basic patient care. It seems they're either overwhelmed or simply indifferent. We desperately need medical professionals who genuinely care about their patients, not just staff who occupy space and collect a paycheck. These receptionists seem more concerned with their appearance than patient welfare. If you cannot provide even minimal support, then close your surgery and spare everyone the frustration. ABSOLUTE DISGRACE.

Quick and friendly morning checkup

Outstanding medical care at this practice. The physicians are incredibly competent and professional, delivering top-notch service that I would enthusiastically endorse to anyone seeking quality healthcare.

Quick Care for Breathing Troubles Today

Exceptional assistance and care provided today (17 Oct 22) by the General Practitioner, Reception, and Nursing team when I urgently sought help for my ongoing respiratory issues. Every staff member demonstrated genuine concern for my well-being, and I felt completely reassured throughout my visit. Their professionalism, compassion, empathy, and dedication were truly remarkable. I extend my heartfelt appreciation to the wonderful staff who attended to me. Kudos to Thorndike for maintaining such a high standard of medical care.

Wasted Day and Hours of Waiting for Nothing

Absolutely dreadful service with no availability for urgent appointments, even for young children. After finally securing a slot through a 111 doctor referral, the medical notes were incomplete, omitting the crucial antibiotics prescription. This rendered the entire consultation futile. I was forced to spend another exhausting day at Medocc, enduring a 6-hour wait, solely because the doctor neglected to include the necessary medication. My little one was suffering intensely with a severe fever. This GP is completely incompetent and a waste of public healthcare resources.

Long Wait at 8am, But Staff Were Kind

Scheduling remains a challenging experience. Phone systems have seen some enhancement - when I called at 8am, I was 14th in line. There was confusion about which button to press for a callback while maintaining my spot in the queue (partly due to my unfamiliarity with the new phone). The requirement to complete the form persists, and I was directed to call 111. Despite the frustrating process, the staff have consistently demonstrated kindness and professionalism, even when dealing with irritated customers. It's important to remember they're simply doing their job and to treat them with a bit more compassion.

Receptionist's Cold Shoulder at Medical Clinic

I recently visited for an appointment and encountered a less-than-welcoming reception. The receptionist was engrossed in her keyboard, seemingly ignoring my presence until I was directly in front of her window. When she finally acknowledged me, she directed me to a self-service screen, questioning why I couldn't use it. I explained that the screen had been malfunctioning during a previous visit. While she did book me in, her demeanor lacked basic courtesy - no greeting or friendly smile. My appointment was 35 minutes late, but I was understanding about the delay. However, I had submitted investigation results three weeks earlier, with assurances they would be uploaded before my appointment. These investigation results were deeply distressing. Upon meeting the doctor, I learned the results had not been entered into the system. When I discussed the investigation's implications, her response was dismissive, asking, "What do you expect me to do? This isn't my area of expertise?" I left feeling thoroughly disappointed. The overall experience suggested an over-reliance on e-consultations at the expense of genuine patient interaction and care.

Leaving Thorndike after 20 frustrating years

Following prolonged challenges with obtaining an in-person medical consultation, I've made the decision to switch healthcare providers. I was a loyal patient at Thorndike for two decades. Their service standards have dramatically deteriorated since the pandemic. My new practice is currently operating under special measures, yet it still significantly outperforms Thorndike - which truly speaks volumes about their decline.

Endless Wait for Simple Smear Test

I'm utterly speechless. After enduring a two-month wait due to a nurse's vacation, they've now brought in a replacement, yet somehow there are zero appointment slots before I start full-time school in a fortnight. Their brilliant solution? "Try calling to check for cancellations." And now I understand precisely why it takes half an hour just to get someone on the line. Just picture the nightmare for individuals who are actually unwell 🤦🏾‍♀️

Worst Medical Care I've Ever Experienced

Terrible medical facility - completely unresponsive, hostile interactions, grievances ignored. Steer clear at all costs if you have any alternatives available.