Tower Family Healthcare Tottington

Procedure clearly explained without rushing

My usual practice location is always efficient and friendly. Today I attended an alternative surgery location for a specific procedure. What a pleasant experience; the procedure was fully explained in a clear and unhurried way, in my opinion an outstanding example of both GP and local surgery practice.

Kind staff made me feel understood

The reception team and clinical staff were absolutely lovely. They demonstrated genuine kindness and showed a good understanding of my needs.

Hard to book appointments at this practice

It can be challenging to secure an appointment due to limited availability of medical staff.

Can't get appointments through the app

Similar to what many others appear to be experiencing, I've found it increasingly difficult to secure an appointment since the pandemic, and the online booking system consistently shows no availability. I'm uncertain what the underlying issues might be.

Urgent callbacks take far too long

If you are seeking a practice that functions as a proper GP surgery, this may not meet your expectations. Obtaining a telephone consultation with a clinician can take considerable time, and in-person appointments are difficult to secure. The service falls significantly short of what patients and the local community deserve.

Phone queues make appointments nearly impossible

My parents are both in their eighties. Unless you are comfortable with computers and can manage to get in touch through online methods, this practice may not be suitable for you. If something urgent arises, it would be better to visit accident and emergency or contact the out-of-hours service instead. There have been some improvements made. The telephone wait times have become somewhat shorter, though you may still find yourself waiting considerably before speaking with someone. Obtaining an appointment remains challenging, and actually being seen by a clinician is even more difficult. It is unclear whether there are sufficient medical staff available at this practice to meet demand.

Waiting times worsened after practice merger

It would be reassuring to think that these reviews make a difference, but I'll share my experience nonetheless. The local medical centre on Brandlesholme Road was a well-functioning practice until it merged with several neighbouring surgeries in the area. We were never given an explanation for this decision, but what has followed suggests that before the merger, our practice benefited from a favourable clinician-to-patient ratio, with a substantial team of front-line medical staff and a welcoming administrative team. Telephone waiting times were typically brief, usually under five minutes, and appointments with a clinician could generally be arranged within a fortnight, or sooner if flexibility was shown. The practice also offered extended hours including early mornings, evenings, and weekend slots. The expansion into a larger networked organisation happened rapidly and without clear communication. Almost overnight, the patient population increased dramatically whilst the number of front-line clinicians available to serve them diminished significantly. The funding that accompanied this change was directed towards restructuring administrative functions, redefining job roles, implementing new telephone systems, and introducing multiple iterations of computerised management systems. This created considerable disruption for patients, leading to widespread complaints. Subsequently, several experienced clinicians and qualified nursing staff departed. I contacted the practice management team on multiple occasions over several months, and also wrote to the Care Quality Commission. A response came seven months later, which acknowledged my concerns but suggested that current systems were functioning effectively and that waiting times for urgent care had improved. The response also attributed some difficulties to external circumstances, though the challenges had begun well before these events. I understand that the practice manager has since moved to another position, and it appears that a significant factor in the practice's difficulties has been the departure of clinicians. I believe successive administrations have been insufficiently attentive to these systemic issues. Questions remain about the necessity of certain structural changes, the use of external administrative contractors, and the expansion of roles previously held by clinicians. The telephone reception team at the practice is extremely small, often just two people managing hundreds of daily calls whilst also attending to visitors. I would welcome greater support for restoring adequate staffing levels and more direct access to clinician appointments.

Receptionists demand details before booking appointments

Relocated to this practice as my partner is also registered here. Initially, the experience was positive. However, since the pandemic, the approach seems to have become increasingly restrictive, with frequent refusals and statements about what cannot be provided. Obtaining an appointment has become very difficult. The reception staff tend to redirect queries by suggesting you speak with your GP, despite the challenge of actually securing a consultation. When requesting an appointment, reception staff ask detailed questions about the nature of your concern, which feels unnecessary and intrusive. If this information is genuinely needed for clinical notes, it would be beneficial if the clinician reviewing those notes actually demonstrated awareness of why you've attended. I requested a brief clinical review of my child's post-surgical wound care and was declined, with direction to contact another service the following morning instead. The overall atmosphere of the practice does not feel particularly welcoming or supportive. I left feeling more frustrated than when I arrived. It would make a significant difference if interactions were handled with greater warmth and consideration.

Couldn't get appointment after long phone wait

Unable to obtain an appointment following an extended wait for a telephone consultation.

Reception staff unhelpful when following up medication changes

My partner struggles with significant anxiety and depression, and when it came time to adjust her medication, we were informed that the practice would contact us within a week for a follow-up. That week passed without any communication. When we called to check on the status, we were told to wait until the 31st, which fell on a Sunday. This seemed illogical, so we assumed the call would come on the following Monday instead. Monday arrived with no contact. Upon calling again, we were met with a dismissive response from reception staff who appeared frustrated that we had called, suggesting we should simply wait for the doctor to ring. However, if the doctor had called as originally promised, this situation would not have arisen. When we asked if it was possible to arrange a callback on a different day, we were informed that reception could not facilitate this. It raises questions about the purpose of the reception team if they cannot assist with basic scheduling requests. The overall experience felt impersonal and unhelpful. I have not encountered a more ineffective reception service, and it felt as though their responses were robotic and lacking in genuine care or support. I would strongly encourage anyone seeking proper medical assistance to consider registering elsewhere, as this practice does not appear to provide the level of help and attention that patients deserve.

Online booking slots fill up too quickly

After using the online appointment service, which has limited availability unless accessed early in the morning, I eventually managed to book a slot after several days. I then spent the day waiting for a phone consultation, during which an appointment was scheduled for a week ahead. Unfortunately, I needed to cancel this due to personal commitments. When I contacted the clinic to reschedule, I was informed that the reception team couldn't book appointments directly and suggested I either restart the entire process or wait approximately two weeks for a telephone consultation, after which the clinician could potentially arrange an in-person visit. The alternative offered was to attend the accident and emergency department if I required an earlier appointment. I found this suggestion concerning, as it seemed inappropriate to direct routine cases to an already stretched emergency service. I'm disappointed by this approach and question whether the funding model supports redirecting non-urgent patients to A&E in this manner. I also wonder whether the local hospital would view this practice favourably.

Practice struggling with contact and prescriptions

The practice has deteriorated significantly in recent times. It has become difficult to reach the medical team, and an online consultation feature has been removed. The reception desk has limited availability, and prescription processing has been delayed. Similar concerns have been raised by other local residents on community discussion platforms.

Inconsistent care and frustrating appointment access

The practice was previously excellent, with continuity of care from the same clinician at each visit. However, the experience has changed significantly, with different clinicians seen each time, who often appear dismissive of concerns. Obtaining an appointment has become unpredictable, requiring lengthy time spent waiting on the phone, only to be advised to contact the practice again at a specific time the following morning, or to use the online appointment system which is frequently unavailable. The current arrangements seem to prioritise the convenience of clinical staff over what would best serve patient care.

Impossible to reach anyone by phone anymore

The practice used to provide a better service, but now it's extremely difficult to reach anyone. I've attempted to contact my GP multiple times over a week-long period, only to find the lines consistently unavailable, which prevents me from even beginning the process of booking an appointment. This issue persisted during lockdown as well. I'm not a frequent user of the practice—I typically visit once every five years—yet neither I nor my daughter have been able to speak to anyone. Phone contact is restricted to emergencies only. The transition to the new system has been detrimental to patient care. After nearly five decades with this practice, I'm seriously considering registering elsewhere.

Waiting months for promised GP callbacks

I have been waiting for a GP callback since early March. I was expecting to receive a call today, but was informed the appointment would be pushed back to April. Additionally, a callback that was promised in December did not materialise. I find it frustrating that this remote consultation service continues to operate when it does not appear to meet patient needs effectively. I question why healthcare professionals have not returned to standard working arrangements when other sectors have resumed normal operations. I am unable to adjust my schedule to accommodate calls at times that may be convenient for the practice. I believe in-person appointments that work around patients' availability would be more suitable. This service does not warrant a positive rating. I have felt compelled to seek private healthcare alternatives, which have provided better accessibility despite the additional expense. I am disappointed with the level of service provided.

Thirty years of loyalty met with poor communication

I have been registered with this practice for three decades. Since the merger with other practices to form the current organisation, I feel the standard of care has declined significantly. My most recent face-to-face appointment was in early August 2019, shortly after undergoing major surgery. The practice failed to inform me that my long-standing clinician had retired. Despite the many communication methods available today, the practice did not take the initiative to notify me of this change or to introduce me to my new clinician. I believe it is time for me to seek care elsewhere, with a provider that demonstrates greater consideration for their patients.

Helpful staff who go the extra mile

The clinical staff and reception team are all genuinely helpful and courteous, always willing to go the extra mile. I have never experienced any issues with the medical professionals at this practice, and I have found them to be excellent. 👏

Long waits and unhelpful phone queues

I'm disappointed with how things have changed at my practice. It's no longer possible to see a clinician in a timely manner. The response time to my recent query was extremely poor, taking nearly two days with no resolution. When I attempted to contact the surgery by phone, I was informed there was a significant queue ahead of me. Even when I managed to get through, I felt uncomfortable discussing personal health matters with reception staff, particularly given the close-knit nature of the local community. Due to these frustrations, I ended up seeking help from a private healthcare provider who was able to assist me promptly.

Felt genuinely listened to and understood

The clinician at this practice is absolutely wonderful. They are doing a fabulous job and really know their stuff.

Reception staff were dismissive about urgent health concerns

Absolutely shocking. Called them to check up on my medication. My condition requires regular monitoring to maintain my health but I had not received one in quite some time. Called up to discuss this and the clinician didn't appear to be familiar with my condition and hadn't reviewed my notes beforehand, despite being a senior member of staff. Then I called because I was experiencing a respiratory infection. I could barely move without experiencing breathlessness or coughing and I was told an appointment couldn't be arranged because it wasn't deemed an emergency. The reception staff also came across as rather unwelcoming towards me.