Tower Family Healthcare Tottington

Quick phone consultations and clear result updates

Outstanding experience. Received 2 remote consultations, both provided within an hour of requesting them. Got a text notification promptly upon receiving test results along with a straightforward treatment approach.

Pathetic

Pathetic excuse for a gp surgery. Utterly useless. Good luck getting through to reception nevermind having them actually bother to find an appointment for you

Always treated with genuine kindness and patience

I have been a patient at this practice for many years and feel very fortunate to have access to such an excellent healthcare provider. I can genuinely say that I have consistently been treated with kindness, care and patience by all of the clinical staff I have encountered.

Got through on the phone and felt properly heard

Just had probably the best consultation with a GP I've ever had. Helpful, informative and straightforward. What a nice person, the NHS needs more like them. I've noticed that the majority of negative reviews are the result of the almost impossible task of getting an appointment. Mine was out of hours, which was convenient. Why on earth you can't pre-book an appointment for the following days is beyond me.

Long wait times on the phone queue

I had to wait a considerable time in the telephone queue during a weekday morning appointment slot. The service fell short of my expectations.

Call back queue system needs fixing urgently

There appears to be an issue with the callback service. I have been waiting for an urgent medication request to be processed and have been following up on its status. The queue position has been fluctuating inconsistently, moving both forward and backward, over the course of approximately half an hour.

Thorough consultation with thoughtful alternatives discussed

I was recently seen at the spring lane site and was highly impressed with the depth of knowledge demonstrated regarding my medical history and the quality of the consultation provided. The clinician took the time to discuss my case thoroughly and presented alternatives I had not previously considered. This represented the ideal standard I could have hoped for and was among the very best care that the NHS can offer.

Impossible to book an appointment here anymore

It has become extremely difficult to secure an appointment with a GP at this practice. When attempting to book during regular hours, either in person or by telephone, you will typically be informed, though courteously by reception staff, that no slots are currently available and that you must ring back at 8am the following day. When you do call at that time, you find yourself competing with numerous other patients attempting the same thing. After joining the telephone queue, you are told there are "more than 30" people waiting ahead of you. Following a patient wait of around 20 minutes, the call often disconnects. Upon ringing back, you receive the same message about "more than 30" callers in the queue. Should you opt for a callback service, an SMS is sent containing a link to a website displaying your position in the queue. On one occasion, this revealed a position of 113th in line—not a mistake, but genuinely one hundred and thirteenth. This demonstrates that the vague "more than 30" figure heard during the wait could represent anywhere from 31 callers to well over a hundred, with no clarity provided. Attempting to book via the practice app yields similarly frustrating results. If appointments are available at all, they are typically scheduled a month into the future. It appears that if you anticipate needing medical attention, you would need to arrange it well in advance.

Clean practice with friendly staff and reasonable waits

The staff members were welcoming and supportive, the premises were well-maintained and hygienic, though occasional waiting times did occur.

Waited all day for a callback that never came

Absolutely disappointing. Waited extensively for a callback that never came. The service fell short of expectations.

Long waits for paper prescriptions and poor support

Absolutely disappointing to be left without necessary medication and advised to contact emergency services if supplies run out, even when explaining that the pharmacy cannot dispense it due to its classification. Unable to reach anyone to lodge a complaint and have spent a considerable amount of time waiting for a paper prescription due to concerns about the reliability of electronic transmission, with the wait still ongoing.

Phone lines were busy but callback came through quickly

I have been trying to reach the practice by telephone since 8am this morning and was advised to wait for a call back due to high call volumes. A call back came through at 9.20. I explained that I had flu symptoms that appeared to be progressing to a chest infection, and requested antibiotics. I was informed that no emergency appointments were available, but an appointment at an alternative location on Saturday could be arranged. I found this response disappointing given the practice's knowledge of my medical history. I have since contacted 111, and I feel frustrated about the pressure this places on out-of-hours services.

Practice felt disorganised and chaotic

This practice appears to lack adequate organisation, which is concerning.

Long waits and broken prescription promises

Our family has been registered at this practice for more than two decades. Overall, it has been satisfactory, though we have not required extensive medical support until recently. Following a procedure approximately a year ago, I have experienced ongoing difficulties and have become increasingly dissatisfied with the service provided. I have had to repeatedly follow up on promised medications on multiple occasions, and have frequently encountered lengthy waiting times at reception. As a result, we have decided to transfer to a different practice.

Frustrating phone queue delays for appointment booking

Frustrated with appointment booking process! I received a message instructing me to call and arrange an appointment with a clinician who knows my medical history. When I called during mid-morning, I was advised to try again the following morning. This seemed counterintuitive given that I had been the one contacted. This interaction was with the same staff member who previously suggested I visit a pharmacy when I was dealing with a serious infection that subsequently required emergency hospital care.

Booking system made things worse

This practice has significantly declined from its former standard as a health centre in the area. The service quality has become deeply disappointing. I would recommend considering alternative options elsewhere.

Felt listened to and genuinely cared for

I have consistently found the service at this healthcare facility to be of a high standard, both currently and during the period of pandemic-related restrictions. I have expressed my appreciation for their care on numerous occasions.

Online communication channels consistently unavailable

The practice does not tend to reply to email communications, and the online appointment system appears to be frequently unavailable.

Doctors who actually listen to patients

Absolutely fantastic medical team and reception staff. The clinicians listen carefully to patients and consistently make time for their appointments.

Impossible to reach by phone during surgery hours

Accessing medical care at this practice feels like winning a lottery—only a select few manage to secure appointments, while the rest are turned away. When I called mid-morning, I was told that an earlier call time might have resulted in an appointment, yet calling at opening time means being placed on hold for extended periods. The phone system appears problematic, with calls being disconnected and requiring repeated attempts, which sends you back to the bottom of the waiting list each time.