Tong Medical Practice

Reception staff dismissive when dropping off sample

I felt deeply disappointed by the unwelcoming reception I received when I came to submit my sample as instructed by my healthcare provider. The staff member's demeanor suggested they viewed my presence as an inconvenience, with little regard for my needs. The interaction felt rushed and dismissive, with my sample being taken abruptly through a small window opening that was closed immediately afterward in a manner that felt unnecessarily harsh. The overall experience was impersonal and left me feeling undervalued. Two weeks later, I attempted to arrange a follow-up consultation by telephone as required. My initial calls went unanswered despite being told I was in the queue, with the line ringing continuously without response. When I finally reached someone after mid-morning, I requested an appointment with a clinician. The response was curt and unhelpful—I was simply told no appointments were available and instructed to call back the next day. The staff member showed no interest in understanding whether my situation was urgent or serious, and seemed eager to end the conversation. Based on these experiences, I believe the practice's standard of care warrants serious scrutiny and review.

Reception staff made a real difference during difficult months

I have had multiple interactions with this practice over the last several challenging months and the standard of care and support I have received has been exceptional. On each occasion, every member of the team has demonstrated remarkable helpfulness, compassion and kindness. They have consistently gone above and beyond what would normally be expected. I would like to particularly acknowledge the receptionist who has shown such genuine care and assistance that I could not have managed without their support—they are an outstanding example of the dedication that NHS staff can demonstrate. A truly invaluable member of the team. I would also like to extend my gratitude to the nurse practitioner for their assistance and to all staff members—you are all a tremendous credit to your practice.

Decent practice, nothing particularly special

The practice appears satisfactory overall! It seems comparable to most other practices regarding customer service, clinical staff, and the appointment booking process. While it may not be exceptional, it has served us reasonably well throughout our time as patients there.

Repeat prescriptions keep arriving late

I have been experiencing significant difficulties obtaining my repeat medication within the expected timeframe over the past several months. I am uncertain about what may be causing these delays at the practice.

Practice improved only when escalating complaints

My elderly mother has been attending this practice for approximately a year. We are relieved she is relocating and will be able to access a different GP practice that we believe will better suit her needs. There have been numerous concerns throughout her time here. Interestingly, when she raised matters with the practice management team, the experience seemed to improve somewhat. Overall, we have found the service unsatisfactory.

Phone messages and appointment reminders could be better

The practice appears to be managed by someone I found quite difficult to deal with. When calling, you have to listen to a recorded message from this person which I found frustrating. I was removed from the patient list for missing a couple of appointments. These appointments had been scheduled for me rather than by my request, and they were for routine follow-up reviews. Some of these were scheduled quite far in advance, around five weeks out, and the practice did not send reminder messages the day before like some other surgeries do. However, I did receive messages the day after each missed appointment notifying me of the absence. I feel the practice management could benefit from a change in approach and fresh leadership.

Staff were genuinely caring and responsive to needs

This has been the finest medical practice I have experienced. Every member of the team, including doctors, receptionists, nursing staff and practitioners, demonstrates professionalism, compassion and genuine support. I have consistently been able to access same-day appointments when needed, received home visits for a family member, and benefited from follow-up calls checking on our wellbeing along with extensive guidance and assistance. The NHS provides an exceptional service and I am deeply grateful for all the care provided.

Couldn't get through on the phone

I would suggest considering alternative options.

Misdiagnosed skin condition, sought second opinion

A healthcare professional recommended a topical treatment for what I believed was a skin condition, but I felt this wasn't the right approach for my daughter's situation. I decided to seek a second opinion elsewhere and was satisfied with that decision.

Felt rushed and dismissed during appointment

Likely one of the least satisfactory GP practices I have experienced. During my consultation, I felt hurried by the clinician. Partway through the appointment, I was asked to speed up as there were other patients to see. While I recognise that waiting times can be challenging, I had also waited for my slot. I found the interaction somewhat dismissive and condescending, as the clinician appeared uncertain when I raised my concerns. I have little faith in this practice and its clinical staff moving forward.

Manager dismissed concerns about NHS guidelines

My daughter was visiting us over the Christmas period and became unwell during her stay. As we were staying nearby, I took her to this surgery for emergency care. However, we were turned away, despite the NHS website clearly stating that visitors can receive emergency treatment from any nearby GP surgery for up to 14 days when away from home. We subsequently attended a neighbouring practice who were able to see her. After returning home, I contacted the surgery to discuss the situation. When I asked if a manager could review the information published on the NHS website regarding emergency treatment for visitors, I was told there wasn't time for that. I found this response dismissive and unhelpful. I expressed my frustration about how we had been treated, but this seemed to escalate the situation. The manager became defensive, and when I continued to explain my concerns, the call was terminated on the basis that I wasn't listening. I had remained respectful throughout and did not use any inappropriate language. Overall, I felt the staff member was unwilling to engage with my query and appeared to view my concerns as an inconvenience rather than a legitimate issue worth addressing. I would note that I have given a minimal rating as the system required a numerical score to submit this feedback.

Friendly staff who listened carefully

Exceptionally welcoming and straightforward in approach.

Staff weren't very cooperative with me

The team was not as helpful as I would have hoped.

Reception staff were dismissive and rude

Treated disrespectfully by a member of the reception team. Found their manner to be quite unpleasant.

Heavy doors but staff listened well

From the perspective of a wheelchair user, this medical practice is quite spacious and features two reception areas. The entrance doors are rather heavy to navigate. Upon entering, the reception area itself is notably large and bright. The staff members are genuinely welcoming and friendly. The hallways leading to the consultation areas are somewhat dimly lit and can feel somewhat confined. However, the consultation rooms themselves offer adequate space. The staff throughout demonstrated courtesy and gave genuine attention to patients' concerns. For those with vehicles, the car park provides a decent amount of space. There appear to be a pharmacy and a supermarket conveniently located nearby.

Phone staff could be more helpful with appointments

The reception team can sometimes come across as unwelcoming during phone calls, and scheduling appointments with clinical staff members is quite challenging. When appointments do become available, the experience with many practitioners has felt unprofessional. There are a small number of clinicians who demonstrate a courteous and supportive approach to patient care, though unfortunately these are the exception rather than the rule. Visits to most practitioners are not something looked forward to. However, the specialist nurse who provides care is genuinely pleasant and helpful, and it is largely due to this individual and a handful of others that the practice maintains its current rating. Hopefully this feedback will assist others in making an informed decision about their healthcare provider.

Impossible to book appointments, staff seem dismissive

I've only given it one star because the system won't allow a lower rating. I'm genuinely puzzled about how this practice received such positive recognition when my experience suggests this doesn't reflect what many patients actually encounter. Obtaining an appointment is extremely difficult, and when you do manage to secure one after a considerable wait, you're often seen by a different clinician each time. After going through your concerns again, you may find yourself uncertain about what support you'll receive, or feel that your time isn't being valued. On a recent weekday during stated opening hours, I attempted to call during what should have been available times, only to receive an automated message directing me to contact during business hours, which felt contradictory. This suggests another lengthy period of attempting to arrange an appointment. I would recommend considering an alternative practice, as the effort required to access care here doesn't seem justified by the experience provided.

Struggled to book appointments and get answers

The practice has significant challenges with appointment availability, making it difficult to access care when needed. When appointments are secured, the quality of treatment and information provided can be inconsistent and unreliable.

Poor service and unhelpful attitude twice

The practice provided unsatisfactory service on two separate occasions within a two-week timeframe, demonstrating a lack of helpfulness irrespective of the seriousness of the health concern.

Couldn't get through on the phone

Attempting to reach the practice has been extremely challenging.