Tong Medical Practice

Phone staff dismissed urgent symptoms without listening

I found the experience to be extremely disappointing and felt the phone manner was quite unpleasant. I had contacted the out-of-hours service who advised me to request an urgent appointment within the hour based on my symptoms. However, when I relayed this, I was told repeatedly that this wasn't how the practice operates, and the tone of the conversation was very dismissive. The call ended abruptly, which left me feeling frustrated and unheard. I struggle to understand how the practice continues to function given the poor service and unhelpful approach I encountered.

Impossible to get appointments without early calls

This practice is not meeting my needs. Unless you manage to call right at opening time, getting an appointment with a doctor is extremely difficult. The system relies heavily on phone consultations, and even then there is considerable delay before any in-person visit is arranged.

Long-term patient feels respected and supported

I have been a patient at this practice for over two decades and have consistently received satisfactory care. I would encourage people who are unhappy with their healthcare provider to explore alternative options rather than criticise. This practice has never restricted my access to treatment or held back my care.

Couldn't get through on the phone this morning

The telephone system appears to present significant barriers to reaching the practice, as multiple call attempts this morning were disconnected before being placed in a queue.

Struggled to get through on the phone queue

Called on two consecutive mornings right at opening time, both occasions finding myself in a lengthy queue, which is understandable given that others likely have the same idea. However, waiting approximately 45 minutes to an hour only to be advised to contact the practice again the following day, and subsequently being informed that only emergency calls were being accepted that particular day, felt like a frustrating use of time.

Phone consultation felt dismissive and rushed

The healthcare professional who contacted me was quite abrupt and spoke in a raised voice while I was discussing my concerns. I have had previous interactions with this individual that were similarly challenging, particularly when I mentioned a specific health matter, after which their demeanor appeared to shift noticeably. Overall, this has been the most unpleasant experience I have had at this practice.

Reception staff were dismissive without advance booking

I would not suggest this practice to others. The reception staff appear unwelcoming to those arriving without a prior booking, and the overall atmosphere feels unfriendly. The consultation lacked the personal touch I was hoping for. I am dissatisfied with my experience and feel it is time to seek care elsewhere.

Reception dismissed urgent child health concern

I am very disappointed with how this practice operates. I relocated outside the catchment area of my former practice and had to register here instead. I contacted the surgery about my young child who had a high fever and was seeking guidance or support. The receptionist who answered the call simply stated that because the surgery was closing within the hour, they were unable to assist me. At my previous practice, the staff would have taken my details and arranged for a clinician to contact me back. This practice falls short of that standard, and I am currently exploring alternative healthcare providers.

Long wait on phone, then hung up on

I called the practice and waited an extended period before reaching someone. I requested an appointment to discuss some physical discomfort I was experiencing. The person I spoke with suggested I attend hospital immediately, which I felt was unnecessary. I explained I would prefer to see a doctor at the practice instead. They acknowledged this but then ended the call. I have not subsequently heard back from anyone at the surgery.

Phone queue dropped my call mid-wait

Charged for calling on their 0800 number, waited 40 minutes on the phone before the call disconnected. Made several attempts to arrange an appointment with a clinician over recent years without success. It seems appointments would be readily available for certain services, yet difficult to obtain otherwise. The practice appears to have declined in quality over the past decade. Would recommend seeking alternative healthcare provision.

Receptionist hung up during my questions

I attempted to register as a new patient and had some inquiries about a health matter. During my call, the receptionist ended the conversation abruptly. After reading other feedback about this practice, I have decided not to proceed with joining.

Rude reception staff made appointment difficult

Disappointing experience at this practice. The reception staff were unwelcoming and unhelpful, and contacting them proved to be unproductive. I would recommend seeking care elsewhere.

Receptionists unhelpful when booking appointments

This has been the most disappointing medical practice I have experienced. I would strongly recommend looking elsewhere for care. The front desk staff came across as unhelpful and unwelcoming, making it difficult to access appointments. Even when calling at opening time, I was turned away and asked to try again the following day without any inquiry into the urgency of my situation. I am keen to relocate so that I can register with a different practice.

Reception staff were dismissive about appointments

I would strongly advise against using this practice. The reception staff come across as unhelpful and dismissive, making it extremely difficult to secure an appointment. Rather than accommodating your needs, they repeatedly suggest calling back at a later time. The overall experience leaves you feeling as though having a registered doctor here is pointless. Highly disappointing service.

Staff doing their best despite being busy

I have been a patient at this practice for many decades and the team members make a genuine effort despite facing considerable pressure and workload demands during these challenging times. I therefore cannot align with the negative feedback that has been shared, as I believe they are performing excellently and deserve continued support.

Long wait times and poor communication

Extremely disappointing experience 👎

Reception staff were dismissive and unhelpful

The reception team's approach left much to be desired.

Receptionist wouldn't check for emergency appointments

I have been attempting to schedule an appointment for more than a week, but have been repeatedly told that there are no available slots. Despite calling early in the morning, I was not offered any alternative options or asked whether my situation required urgent attention. The response I received lacked any sense of understanding or compassion.

Practice left me feeling unheard and dismissed

This healthcare facility in the area appears to fall significantly short of expected standards and raises serious concerns about its continued operation.

Felt truly supported when I needed care most

I wanted to express my sincere gratitude to the medical team at the practice for their exceptional care when I needed it most. I was deeply saddened to learn of the passing of one of the senior clinicians at the surgery, who was truly one of the finest practitioners there. This individual was consistently available for me during my most difficult times and demonstrated remarkable dedication that went well beyond standard care. The practice will certainly feel the loss of such a valued member of the team, and my thoughts are with their loved ones during this difficult time.