Tilehurst Village Surgery

Staff Were Unhelpful with My Important Letter

I genuinely have no complaints about the reception team at this medical practice, and most staff members I've encountered have been incredibly supportive (though I've only consulted a Doctor once). However, my positive perception quickly deteriorated after requesting a crucial letter that I was required to pay for. I had to repeatedly follow up to obtain the letter, and when I ULTIMATELY received it just hours before the critical deadline, it was barely even partially completed. No staff member was accessible to finalize the document that I had already paid for. Considering these circumstances, it's evident that they are merely processing names and figures, with generating revenue being their primary objective, showing absolutely no consideration for how their lack of diligence impacts people's lives. Disgraceful that these Doctors prioritize financial gain above all else!

Longtime Patient Warns About Declining Care

I've been a patient at this medical practice for two decades, and it has deteriorated dramatically. They persistently admit new patients while consistently failing to provide basic communication - whether an in-person consultation or even a simple telephone response. The staff demonstrate a remarkable lack of professionalism, and the physicians available through on-call services are typically temporary locum doctors with zero familiarity with patient histories. If you investigate recent community feedback regarding local healthcare providers, you'll quickly discover why this practice now ranks among the lowest-rated. In the interest of protecting your personal health and peace of mind, I strongly advise against considering this practice for your medical care.

Terrible

I am amazed at how quick the surgery are about letting you know how much it costs for missed appointments yet they don’t list how much it costs you when they don’t even return your phone call appointment no care as to how much it costs you you only get options for phone calls as it would be a miracle if you got a face to face appointment what makes it worse is that the doctors are requesting an appointment with you but not bothering to call you I had to give this surgery one star it should be minus

Frustrating Appointment Runaround

Every time I try to schedule an appointment, they instruct me to call, yet seem completely bewildered when I do. I carefully explain my purpose, only to be told no slots are open. This absurd scenario has repeated itself not just once or twice, but three separate times! The frustration of dealing with them is like attempting to extract water from a rock. Their request for me to contact them, followed by their repeated incompetence in actually helping me book an appointment, is utterly maddening. Why ask me to reach out if you have no intention of being helpful or responsive?

Nurses Made My Day at the Clinic

Exceptional attention and support from the nursing staff. They went the extra mile to assist me and ensure everything was taken care of meticulously.

Frustrating morning appointment booking nightmare

Absolutely terrible service, they show zero compassion or concern for patients. It's ridiculous how rapidly appointments fill up - I tried calling first thing in the morning, and somehow everything was already booked. Their scheduling system is a complete mess, and it seems like they're not even making an effort. The whole process is frustrating and makes no sense whatsoever.

Mental health team failed us completely

Completely terrible, the mental health emergency team abruptly disconnected the call with my partner, who was visibly experiencing severe emotional distress. Anyone contemplating treatment with this practice should immediately avoid them at all costs. They are utterly unhelpful and their behavior is shockingly unprofessional. If my partner takes their own life, I will unequivocally blame this surgery for their negligence. I've reluctantly selected 1 star because the rating system requires it, but in reality, they deserve zero stars for their appalling lack of care and support.

Painful Weekend Without Promised Contact

Extremely unsatisfactory communication. I was expecting a phone consultation that never materialized. Suffered through the entire weekend with intense discomfort, unable to operate a vehicle due to my condition, and remained stranded, continuously anticipating a call that ultimately never arrived.

Unreliable Care When I Needed Help Most

I've encountered several deeply disappointing interactions with this medical practice, both recently and over the past couple of years. The most recent incident involved a 111 service-arranged callback regarding a serious allergic reaction, which never materialized. It's particularly frustrating because they were exceptionally efficient with COVID-19 vaccinations, and prior to the pandemic, I had no complaints about their service.

Worst Phone Support During My Surgery Prep

The entire surgical experience was appalling, particularly the phone support staff. If you're unhappy in your role or workplace, refrain from mistreating patients as a result of your frustration.

Rash Diagnosis Nightmare at Westwood Road

I switched to a different medical practice nearby due to the extreme difficulty in securing appointments. My rash was 'diagnosed' over the phone four separate times, and they consistently refused to see me until after the fourth ineffective prescription and my persistent insistence. During my eventual consultation, the male doctor made inappropriate remarks that left me feeling deeply uncomfortable. However, he did promptly diagnose my condition and finally prescribed medication that worked, after I'd already wasted around £40 on ineffective treatments. Had they examined me initially instead of requesting photo submissions, I wouldn't have incurred such unnecessary expenses. It's utterly ridiculous that they attempt phone diagnoses when a physical examination is clearly required. Their appointment system is fundamentally broken, and the receptionists display zero empathy. Whatever happened to the ability to schedule appointments in advance? Why is everything restricted to same-day booking? My partner remains registered with them and is perpetually told to 'call back tomorrow' as they have no available slots. He urgently needs medication but is consistently brushed off and instructed to email or reschedule. He called at 7:59am before they were open, then called back a minute later to find himself 30th in the queue!! How is this even possible? After 20 minutes, he was still 28th in line and was forced to disconnect. When he eventually got through, no appointments remained. It's a complete disgrace and a significant obstacle to receiving medical care. Calling 111 appears to be the sole method of reaching anyone. The entire system requires comprehensive restructuring. I absolutely cannot recommend this practice.

Smooth Healthcare During the Pandemic

I joined this medical practice during the pandemic, and it has been a great fit for me. Vaccinations for influenza, Covid, and other illnesses have been efficiently managed. I've had several virtual consultations with physicians that fully addressed my needs, and I appreciated the convenient online booking system. Additionally, I received physiotherapy treatment that has significantly improved my condition. The front desk personnel have consistently been friendly and accommodating.

Frustrating clinic with unhelpful staff

Scheduling consultations here is a real challenge, and the staff's demeanor lacks compassion entirely! The employees appear disgruntled and unenthusiastic about assisting clients. The entire experience is utterly frustrating, and this poor service has been a consistent issue for an extended period.

Impossible to Schedule an Appointment

Getting in touch with this company is an exercise in futility. By 8:40 AM, every single appointment slot has vanished, and I'm stuck behind 17 other callers waiting on hold. Their email response time is glacially slow, often stretching across multiple days. Any private enterprise operating with such inefficient communication would quickly find itself out of business. TVS desperately needs to upgrade their customer management infrastructure and catch up with modern business practices.

Early Morning Calls or Nothing

The personnel here lack compassion and professionalism. To secure any future appointment, you're forced to call precisely at 8am, with any other attempt resulting in an unanswered line. I've consulted the doctors three times regarding a persistent issue, yet they repeatedly dismiss my concerns and show no inclination to refer me to a specialist. Their casual approach has triggered significant anxiety about making a fourth call, especially when my condition could be readily addressed through a proper in-person examination instead of dismissive phone consultations. This medical practice has consistently underperformed, disappointing not just myself and my relatives, but numerous other patients as well. Consequently, I am terminating my association with them.

Terrible Communication from Local Surgery

I signed up with this Surgery and received absolutely no communication. When I attempted to contact them by phone, they abruptly terminated the call. Their customer service is extremely subpar and unprofessional.

Terrible Phone Appointments at Western Road GP

Switched to this medical practice from Western Elms due to proximity, but deeply regret the decision. They exclusively offer phone consultations, which proves utterly ineffective. The rare times they actually call, the phone barely rings before you're instructed to reschedule for another day. Dr. Jude is remarkably condescending and discourteous. We're still waiting on a response to a complaint filed six months ago (submitted twice) to their practice manager, alongside numerous other unresolved issues. The staff appear thoroughly incompetent, displaying a stunning lack of awareness or acknowledgment of their significant shortcomings, despite being professionally obligated to provide compassionate patient care.

Frustrating signup process for mental health help

I was hoping to consult a doctor regarding my ongoing stress, anxiety, and chest-related concerns. However, the frustrating experience of navigating the receptionist gatekeepers and the incredibly complicated patient online access registration process has only intensified my stress and anxiety, even exacerbating my chest issues. The constant obstacles and bureaucratic hurdles are precisely why I've been avoiding seeking medical help for so long.

Tilehurst Village Surgery's Downhill Slide

I've been a patient at this practice for over 15 years, and regrettably, it has significantly declined. I'm uncertain if the subpar service is symptomatic of broader primary healthcare challenges, but I can no longer endorse Tilehurst Village Surgery. Securing an in-person appointment is virtually unattainable, and even obtaining a telephone consultation feels like a lottery (pro tip: invest in an automatic redialling app!). The clinic seems understaffed with physicians, and there's no chance to develop continuity with the medical staff, as they seem to have high turnover. The reception staff appear overwhelmed and seem primarily focused on swiftly processing requests. I'm grudgingly adding an extra star because I suspect these issues aren't exclusively unique to this practice.

Impossible to Schedule a Simple Appointment

Scheduling an appointment here is practically impossible. The recommended booking time is 8:00 AM, but getting through on the phone is a futile effort. When the lines finally clear around 10:00, they simply instruct you to try again the next morning at 8:00. I've been attempting to secure an appointment for three consecutive weeks without any success.