Tong Medical Practice

Felt unheard about serious health concerns

The practice feels quite neglected in terms of patient care. Staff members don't seem to prioritize those who are unwell, and there's a sense that concerns aren't being heard adequately. Although family members attend appointments periodically, the level of attention given to health issues appears insufficient, particularly when dealing with more serious conditions.

Reception staff were unhelpful and dismissive

This practice fell short of expectations in several ways. The reception team came across as unhelpful and unwelcoming during interactions. The clinical staff appeared to move through consultations quickly without giving adequate attention to patient concerns. Communication support was not offered despite being needed, and when difficulties arose, the response was simply to indicate that no appointments could be arranged rather than exploring alternatives. Overall, the experience left me feeling that patient wellbeing was not prioritised. I would not suggest this practice to others.

Staff were helpful and welcoming

Excellent team at the medical centre.

Felt listened to during my appointment

I would like to commend all the nursing staff for their excellent work and extend particular appreciation to one member of the team for demonstrating professionalism, attentive listening skills, and providing helpful guidance while consistently making time available for patients.

Phone booking staff were unhelpful and hard to understand

The receptionist who handled my call to book an appointment was unhelpful. When I rang to arrange a visit because I was experiencing significant discomfort, I encountered difficulties with the call. The person who answered had unclear audio quality, and when I requested clarification by asking them to repeat themselves, their response came across as abrupt. The call was then terminated before I had the opportunity to obtain any further information. The overall experience with the appointment booking process was disappointing.

Reception callback service made booking straightforward

I have found the service I received for my recent health matter to be of a high standard. The telephone callback system operated efficiently, and I was able to secure a same-day in-person consultation with a clinical nurse specialist. The clinician was attentive and recognised that I would benefit from an extended appointment slot to complete necessary assessments, which was promptly organised at the front desk along with blood work scheduled for the following day. Following this, I was appropriately referred to hospital for further diagnostic procedures, which were completed within a ten-day timeframe. The care and attention I have experienced throughout my time as a patient has been of an excellent standard. I am grateful for the support provided.

Struggling to book an appointment here

It is extremely difficult to obtain an appointment at this practice.

Practice doesn't prioritise dementia patient care fairly

The clinician at this facility would benefit from allocating more balanced time across all patient groups during weekly visits. Currently, patients with cognitive concerns appear to receive attention towards the end of sessions. A suggestion has been made to vary the order of unit visits to ensure more equitable time distribution, though this approach has not been implemented. There is a perception that certain residents may not be receiving the same level of attention as others.

Receptionists were unhelpful and doctors rushed calls

The reception staff were unwelcoming, and the clinical team seemed hurried during telephone consultations. Overall, I found the experience disappointing.

Impossible to get an appointment or callback

I cannot recommend this practice. It is extremely difficult to obtain an appointment or receive a telephone consultation. An external assessor even noted that I was significantly overdue for a routine medication review, yet despite this being flagged approximately two months ago, I have still not heard from the practice regarding this matter.

Reception staff were dismissive on the phone

Honestly, they are generally good but today the reception staff member came across as unnecessarily curt during the phone call. I have to be mindful about what I say given my name is attached to this review. Genuine advice to others: don't rely on the callback system if you're trying to secure an appointment, as by the time they ring back, the available slots tend to have already been allocated. It's better to stay on the line.

Turned away for calling at wrong time

I had a very negative experience at this practice. When I contacted them in the morning regarding a sudden health concern that required urgent attention, I felt dismissed and was directed elsewhere for care rather than being seen by the practice itself.

Appointment delays meant I sought hospital care instead

I was extremely disappointed with the appointment availability and response to my recent request. I needed urgent medical attention for an infection and was offered an appointment several weeks in the future, which felt inadequate for my situation. Fortunately, I sought alternative care elsewhere, which proved to be the right decision given the severity of my condition. Additionally, I had a previous appointment that I believed was scheduled with a specialist, but instead received care from a general practitioner. The session did not provide the targeted support or structured guidance I was hoping for, and I ultimately needed to pursue private care to address my needs properly. This experience has left me feeling that the level of care provided does not meet my expectations, and I have decided to register with a different practice.

Quick appointment after joining the practice

I registered with Tong medical practice on a Friday. A few days later on Monday, I had an appointment and was seen by a clinician. The service was excellent. I would recommend this practice.

Brilliant for injections, dismissive for other concerns

The service quality varies depending on the nature of the visit. When attending for certain procedures, the care provided is excellent. However, for appointments perceived as less urgent, there appears to be less prioritisation of symptom management. Patients with mobility or accessibility needs would benefit from being seen sooner in the appointment schedule.

Felt patronised during my appointment

The advanced nursing staff member displayed a manner that felt dismissive and condescending, falling short of professional standards expected in healthcare settings.

Same-day appointments available if you ring early

I have never experienced difficulty obtaining an appointment on the same day. Yes, you do need to call at 8am, but this is standard practice across most surgeries. I believe the practice does excellent work with the medical staff they have available, considering they manage records for a very large patient population. I haven't seen my usual clinician recently, but I'm confident that requesting to see them again wouldn't present any issues. The main area for improvement would be having a more stable roster of permanent medical professionals, as this would reduce the need to see different clinicians on different visits. I have been a patient at this practice for many years and have no intention of moving elsewhere. Thank you.

Reception staff made me feel well supported

Excellent care and support received following my recent procedure. I am very grateful to the reception team and nursing staff.

Poor service and long waiting times

I would not suggest this practice... the service quality was disappointing.

Phone staff could be more helpful

The telephone reception staff demonstrated an approach that I found deeply unsatisfactory.