Thurleigh Road Practice

Rude receptionists ruined my medical visit

The medical staff at this clinic are generally compassionate, but the front desk personnel are disappointingly cold and condescending. It's shocking to encounter such a lack of understanding from employees in a healthcare setting like the NHS, especially when patients are often in fragile emotional states. They desperately need to improve their reception team's interpersonal skills and hire staff who can show genuine empathy!!!

Rude receptionists ruined my healthcare hopes

The medical professionals at this clinic are competent, but their front desk staff are incredibly discourteous and unhelpful. When I called today to schedule an appointment for February 19th, I was informed that the earliest available slot was March 25th. This unacceptable response has definitively convinced me to seek out a different general practitioner's office for my healthcare needs.

Terrible

Can’t see a GP! Phone lines are RARELY answered. Forms are not reassuring and confusing. I am currently unwell and unable to see my GP and have to rely on NHS111. So sad!

Thurleigh Road gp practice turns things around

Thurleigh Road GP practice was previously excellent, with Dr Salt and Dr Nasiruddine demonstrating exceptional professionalism and support. Subsequently, securing appointments became increasingly challenging. The reception staff seemed consistently obstructive, reminiscent of the comedic "computer says no" scenario from Little Britain. Encouragingly, recent developments have brought about a noticeable improvement, with new receptionists and doctors displaying a commendable level of helpfulness and professionalism. They have clearly listened to patient input, introducing online booking through their website after 8am, which represents a genuinely patient-centered approach. It's genuinely reassuring to witness the practice gradually returning to its former standard of reliability and supportive service.

Early morning booking works well

My recent interactions with Thurleigh have been genuinely positive. While the booking system can be somewhat frustrating, once you understand that logging in around 8am allows you to secure an appointment - and that the practice now prioritizes patients based on urgency - it actually works quite well for our family. Once you're in the surgery, I've experienced multiple instances where the reception staff, nurses, and doctors have proactively taken steps to address issues quickly and efficiently, without resorting to bureaucratic obstacles. I'm also impressed by the improvements at St Johns' blood testing services since they've streamlined their booking process, and St Georges's X-ray department has become remarkably swift. It's all too easy to focus on criticisms, but we should also acknowledge and celebrate the dedicated professionals who demonstrate the NHS's potential for excellence when given the opportunity.

Welcoming staff made my day better

The clinic provides diverse treatment options. Each healthcare professional I've encountered has been welcoming and personable.

Worst doctor's office ever nightmare

Utterly appalling. The level of incompetence here is almost hard to comprehend. Disgusting. A medical clinic that represents the absolute worst of healthcare.

Consent form nightmare for vulnerable patient

This medical procedure is fundamentally broken. They repeatedly provided and misguided me with incorrect consent documentation for my vulnerable adult son. Their professional responsibility is utterly neglected, demonstrating a complete disregard for basic patient care standards. The experience is utterly deplorable and entirely unacceptable.

Long wait times drove me crazy

Avoid this medical facility if you require healthcare services Scheduling an appointment with them is practically unattainable.

Nightmare online booking for poorly toddler

Avoid registering with this medical practice. Their recent appointment booking system has become incredibly frustrating and nearly impossible to navigate. When my toddler became seriously unwell, the only route to securing medical attention was through a restrictive online application form. These minimal, impersonal forms are bulk-reviewed by a physician who apparently prioritizes cases based on perceived urgency. Most concerning is how this method completely strips patients of control over their healthcare needs. Not every medical situation can be adequately explained in a standardized form. If the reviewing doctor doesn't consider your 'application' sufficiently serious, you will be denied an appointment. I find this approach deeply troubling, as it risks compromising patient health and potentially missing critical diagnoses. In our specific situation, our request languished unaddressed for days, ultimately forcing us to seek private medical care for our son.

Appointments vanish within minutes online

I'm on the verge of departing from this medical practice and may even file a complaint. The appointment scheduling process is incredibly complex. Only available online at 8am, and within moments, all slots vanish... As a parent of three children, this process is practically impossible, and frankly, it's exhausting to frantically compete for an appointment! Securing a spot feels like winning a rare privilege. I initially understood these constraints during the COVID emergency, but now that we've returned to normalcy, this approach seems outdated. I have no criticism of the medical staff or physicians, but what value exists if patients cannot even book an appointment? I sincerely hope they revise this system soon, as it's clear that patients are universally frustrated, yet the practice appears indifferent to our collective concerns.

Rude staff made me cry on the phone

This is my second negative review of this so-called GP surgery - if you can even call it that. They're running it like a school playground with uneducated, inexperienced agency staff at the reception. Tonight, I called to arrange a doctor's callback for tomorrow, and for the third time, they asked me to fill out an online form despite me repeatedly explaining why I can't go online. You'd think they would understand by now. The receptionist asked me why I couldn't go online, even though I had already explained this multiple times. I was clearly frustrated and feeling down. She had an awful attitude and actually said to me, "It seems like the tone of your voice has changed." Imagine a reception staff member saying that to someone who is already distressed! Aren't these staff supposed to be trained and know how to handle patients? They are completely uneducated and clueless. I was crying on the phone, and she showed absolutely no empathy or care. After my last review, I thought they would have addressed their staff's terrible attitudes, but it seems they're just holding onto these problematic employees. They appear so desperate for staff that they're hiring anyone, regardless of their ability to treat patients with respect. These receptionists speak down to vulnerable people and give attitude over the phone. I'm now at the point where I feel uncomfortable calling this surgery because every time I do, I encounter a receptionist who speaks to me inappropriately. It's got to the point where I no longer want to be registered with them. When you phone a GP surgery, you should feel comfortable and supported. The kind of reception staff they have are driving patients away. At this rate, they won't have any patients left.

Endless wait and rude clapham south staff

The entire operation from front desk to backend is a complete disaster. NHS needs to investigate this embarrassing situation because it's utterly ridiculous. Enduring months-long waits for appointments Being informed in November that no slots are available until December's end The receptionists? Don't even get me started - their attitude is appalling for healthcare professionals. Their judgmental approach is so infuriating that I dread making calls. They desperately need training in compassion. I would switch medical practices immediately if I could I strongly advise anyone to seriously reconsider joining this practice, and if you do, make it your absolute last resort. You're more likely to experience miraculous spontaneous healing than securing an appointment here. To make matters even worse, during those excruciating 20-30 minute hold times, the receptionists actually let phones ring endlessly. I've personally experienced this - I walked from Clapham South station to the co-op and back while on hold, only to find the phone still ringing with no staff present. For healthcare workers to behave this unprofessionally is simply unacceptable.

Frustrating morning with unresponsive reception staff

I've dedicated my morning to helping an older companion who receives care from Thurleigh Rd Practice, and she is deeply upset by the challenges of contacting the medical center via telephone. When she finally manages to connect, she encounters what she describes as disrespectful personnel. Although I was previously a patient at this practice and always experienced high-quality service, recent online feedback indicates ongoing issues with the reception staff. In this specific situation, the administrative team seems to be the source of the problem, which appears to be a recurring theme for other patients. My purpose in sharing this review is to highlight the concerning conduct of the front desk team to the practice's senior partners.

Frustrating 8am appointment booking system

This medical practice has seriously deteriorated. It seems their sole focus is manipulating waiting list statistics. They achieve this by artificially limiting appointment bookings to same-day slots, creating an illusion of consistently short wait times under 12 hours. Effectively, appointments are only accessible for a brief window at 8am daily. Patients cannot schedule online or by phone for the next day once current appointments are fully booked, and are repeatedly instructed to retry at 8am the following morning. This approach artificially maintains low official wait times, which doesn't reflect actual patient experience. They provide a minimal number of "emergency" appointments available later in the day (though these also get snapped up quickly). Recently, my wife booked one such online appointment with a Doctor. Instead of engaging directly, the Doctor merely reviewed notes and redirected her appointment to the local pharmacy! Upon contacting the pharmacy, the pharmacist was bewildered, recognizing my wife clearly needed antibiotics but unable to prescribe them without a doctor's authorization. The pharmacist couldn't comprehend why the surgery transferred the appointment to the pharmacy without providing a prescription. When my wife subsequently called the surgery to request speaking with the Doctor as originally planned, the receptionist was extremely dismissive, insisting she must call back the next morning at 8am! I consider this approach fundamentally dishonest and operationally ineffective. I remain open to discussing these concerns with management, as suggested in responses to other Google reviews -- please provide an email address or phone number for further communication.

Endless waiting and no doctor callback

This has been the most abysmal medical practice I've encountered in my nearly two decades living in London. I've been awaiting a doctor's callback since August (nearly three months now) regarding blood results for a fungal infection treatment, having submitted the appointment form approximately four times. Still, no callback has materialized. My condition has now deteriorated into a chest infection causing shortness of breath and sinusitis, and I've requested a GP call through the same online appointment form (which I submit precisely at 8am), yet again, no response. When I contact the practice, they consistently acknowledge receiving my form but offer no actual assistance, simply instructing me to wait for a callback that never arrives. Upon my persistent questioning, they callously suggested I "go to A&E" - a testament to their complete lack of patient care. The level of unprofessionalism and indifference is astounding. As a result, I am definitively transferring my medical records to a different practice in the area.

Rude doctor ignored my mental health needs

Absolutely appalling service that has critically compromised my wellbeing. I encountered an unprofessional physician who dismissively told me to 'toughen up' regarding my mental health concerns and refused to provide appropriate treatment. Subsequently, I've attempted to schedule appointments and access services through official channels, only to have my requests consistently disregarded. This negligence has now seriously endangered my health, and I am preparing to file an official complaint. I strongly advise potential patients to carefully review all feedback, as the quality of care here is unacceptable. I will be immediately transferring my medical records to another healthcare provider. Completely unacceptable and deeply disappointing.

Frustrating wait on endless customer support call

Phoned in at 4:30 PM and was still waiting at nearly 5:00 PM, listening to the repetitive message that "my call is very important to us". Really? After being on hold for half an hour, it's clear that my call isn't truly valued. Frustrated, I ended the call and am now hoping to receive medical assistance on another day.

Rude receptionist on september 19th

I've been a patient at this GP surgery since 2019, and I must say their standards have significantly declined. Many of the competent GPs and reception staff have departed, leaving behind unqualified and discourteous employees who seem to look down on vulnerable individuals. Today, on September 19th, 2023, I called the GP, and the receptionist insisted I complete an online form. When I explained my vulnerability, she repeatedly echoed the word without comprehending its meaning. These people are unbelievable, constantly repeating themselves and claiming to be trained in handling vulnerable patients. "Vulnerable" typically means someone unable to navigate online systems, which is precisely why they call for assistance. Why should I have to justify myself to a rude receptionist about why I can't complete an online form? When I began explaining my genuine frustrations about the new appointment request system, which is ridiculous and unnecessary, she developed an attitude. She claimed the system works well and spoke to me condescendingly, apparently believing her role as a receptionist gives her the right to belittle vulnerable individuals. These lazy reception staff are simply seeking excuses to avoid helping patients. Previously, there were never any issues when I called for appointments, and the system always allowed staff to complete forms on my behalf. Clearly, she wasn't properly checking the system. Receptionists like her give GP surgeries a terrible reputation. When I attend my appointment, I will be formally reporting her and documenting the details of this unprofessional interaction.

Long wait times killed my hope

Getting a medical appointment here is like hitting a brick wall - completely unattainable