Thorntree Surgery

Appointment booking requires early morning phone calls

The reception team's appointment booking process is challenging, as calls need to be made during morning hours. The staff seem reluctant to assist and appear dismissive of those with work commitments. The clinical staff appear focused on brief consultations. I feel my concerns have been dismissed over an extended period, and my requests for specialist referrals have not been adequately addressed. Despite maintaining good health habits, I have been given respiratory concerns that seem disproportionate to my age and lifestyle. I feel frustrated that treatment has been suggested without what I consider to be thorough investigation, and I have concerns about being treated as a test case rather than receiving individualised care.

Clean and welcoming surgery after recent refurbishment

The practice has undergone a renovation and the improvements are really noticeable. The facilities are immaculate and have a pleasant, fresh atmosphere.

Long wait times despite confirmed appointment

I had an appointment scheduled for the afternoon and waited approximately half an hour before being seen by a member of the clinical team. I felt this was longer than expected. I have noticed the practice seems to be experiencing difficulties. It has become challenging to obtain appointments, and I recall the service being more accessible previously. The staffing situation appears to have changed. As a local resident, I am concerned about accessibility, as I am unable to travel significant distances to receive GP care.

Receptionist unhelpful when booking appointments

Unable to secure an appointment when calling at the standard morning time, and found the receptionist's manner on the phone to be unwelcoming.

Reception didn't answer the phone

The practice appears to have difficulty responding to telephone inquiries in a timely manner.

Reception staff were dismissive and rude

The customer service experience at this surgery has been disappointing. The reception staff tend to be quite abrupt and unwelcoming, often interrupting conversations and not allowing patients to fully express themselves. This approach comes across as dismissive and lacks the courtesy one would hope for.

Staff helped us through difficult times

The entire team at this practice, including both clinical and administrative staff, have been wonderful with our family and provided invaluable support during a challenging period.

Reception staff were unhelpful and dismissive

The reception team were unwelcoming, and it has been difficult to obtain an appointment with a clinician. The practice feels poorly organised. My son has been unwell for several days without being able to access a consultation.

Reception staff were dismissive and unhelpful

I have had very poor experiences at this practice for both myself and my young child. The reception team were unhelpful and gave conflicting information. I am planning to register with a different surgery.

Receptionist was dismissive and unhelpful

The reception staff at this practice displayed an unhelpful manner that left me feeling unwelcome.

Reception didn't follow up on complaint properly

I attended this surgery for my first vaccination appointment and found that staff members were not wearing visible name badges, though when I asked one member of staff to identify themselves, they did so. At my second vaccination appointment at the same location, I again noticed the absence of name badges. I was required to wear a mask despite having an exemption, and was informed that I would need to do so in order to receive the vaccination. I felt this conflicted with established medical practice guidelines. Following this appointment, I attempted to lodge a complaint with the practice management. I was advised to call back the next day, and when I did, I was told the person was unavailable and that they would contact me in return. This callback did not occur. Subsequently, I received correspondence from the practice indicating that I was being removed from their patient register after a considerable period as a patient. I found this entire experience deeply unsatisfactory and feel I have been treated unfairly by the surgery.

Quick appointment with minimal waiting

Quick and efficient visit with no issues.

Helpful and caring phone support throughout

My interactions have been conducted remotely with various team members. On each occasion, I found them to be extremely supportive, professional and compassionate, demonstrating a genuine commitment to providing assistance.