Tower Family Healthcare Tottington
Poor! (49 reviews)
Poor! (49 reviews)
Feedback reflects a significant divide in patient experience at this practice. Clinical staff consistently receive praise for their professionalism, kindness, and comprehensive care, with many patients highlighting the quality of consultations and genuine compassion demonstrated. However, these positive interactions are substantially overshadowed by widespread concerns about access to services. Appointment availability has become severely restricted, with patients reporting difficulty securing slots through both online and telephone booking systems, extended waiting times on hold, and callback delays or failures. Reception responsiveness remains a persistent issue, with limited availability and difficulty reaching the practice by phone. Since the practice's merger, patients have noted a marked decline in service standards, including loss of continuity of care as different clinicians are seen at each visit, reduced opening hours, and removal of previously available services.
Communication failures extend beyond appointment access, with patients reporting unmet promises for callbacks, lack of notification about staffing changes, and poor email responsiveness. Some patients describe the current approach as increasingly restrictive, with appointment policies that prioritise practice convenience over patient needs. The combination of these access barriers has prompted several long-standing patients to seek alternative providers, despite appreciation for the clinical team's efforts. While remote consultations have worked well for some, others have experienced significant delays or been unable to convert telephone consultations into face-to-face appointments.
The practice faces fundamental capacity challenges, with feedback suggesting insufficient clinical staffing relative to patient demand and a small reception team managing high call volumes. Patients express frustration that administrative restructuring following the merger appears to have diverted resources from frontline services, and many question whether current systems adequately serve community healthcare needs.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
Respond to patient reviews
Monitor satisfaction trends
Generate CQC evidence reports
Claim & Manage ProfileShows how often this practice responds to patient reviews and feedback.
Feedback reflects a significant divide in patient experience at this practice. Clinical staff consistently receive praise for their professionalism, kindness, and comprehensive care, with many patients highlighting the quality of consultations and genuine compassion demonstrated. However, these positive interactions are substantially overshadowed by widespread concerns about access to services. Appointment availability has become severely restricted, with patients reporting difficulty securing slots through both online and telephone booking systems, extended waiting times on hold, and callback delays or failures. Reception responsiveness remains a persistent issue, with limited availability and difficulty reaching the practice by phone. Since the practice's merger, patients have noted a marked decline in service standards, including loss of continuity of care as different clinicians are seen at each visit, reduced opening hours, and removal of previously available services.
Communication failures extend beyond appointment access, with patients reporting unmet promises for callbacks, lack of notification about staffing changes, and poor email responsiveness. Some patients describe the current approach as increasingly restrictive, with appointment policies that prioritise practice convenience over patient needs. The combination of these access barriers has prompted several long-standing patients to seek alternative providers, despite appreciation for the clinical team's efforts. While remote consultations have worked well for some, others have experienced significant delays or been unable to convert telephone consultations into face-to-face appointments.
The practice faces fundamental capacity challenges, with feedback suggesting insufficient clinical staffing relative to patient demand and a small reception team managing high call volumes. Patients express frustration that administrative restructuring following the merger appears to have diverted resources from frontline services, and many question whether current systems adequately serve community healthcare needs.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
Filter
Tom S.
4 years ago
Bad!
Limited appointment availability is frustrating
The appointment system at this practice is perhaps one of the poorest approaches a surgery could use, with availability being restricted to such limited hours.
Karen R.
4 years ago
Excellent!
Professional support when you need it
The medical professionals at this practice demonstrate a high level of professionalism and consistently provide comprehensive support and assistance. I appreciate their dedication.
Paul S.
5 years ago
Excellent!
Professional and friendly care over many years
I have been a patient at this practice for over 30 years and have consistently valued their professional and welcoming manner in caring for my family and myself.
David T.
5 years ago
Great!
Couldn't find the updated practice number
It took quite a while to locate the updated contact details for the practice, and I didn't receive any prior notification about the change.
Lynn C.
5 years ago
Bad!
Reception didn't return promised callback
Contacted the reception team today and was told someone would return the call, but this did not happen. Multiple messages were left while a family member experienced significant distress, remaining unanswered. There are concerns about the level of care and attention provided to older patients, and reservations about entrusting vulnerable relatives to this practice.
Peter P.
5 years ago
Excellent!
Felt genuinely listened to and cared for
Consistently excellent service. The clinical team demonstrates outstanding professionalism. Staff members are genuinely kind, attentive, and show genuine compassion in their approach.
Barry G.
5 years ago
Excellent!
Helpful reception staff made the difference
Consistently supportive and accommodating.
Susan H.
5 years ago
Bad!
Phone calls aren't being returned by practice staff
The practice has experienced a decline in service quality following its merger to form the larger healthcare organisation, and I feel the current health situation is being used as a reason to limit patient access. As a long-standing patient since the practice's inception, I noticed a significant change after the merger took place. It has become increasingly difficult to obtain appointments with clinicians or even to have telephone consultations. Calls are not being returned promptly, and I find the overall approach to patient care has become less professional than previously experienced. I have great respect for the frontline clinical and pharmacy staff who continue to provide excellent support, however I believe the GP service is not meeting the standards one would expect during challenging times, despite their stated commitment to doing so.
Mrs G.
5 years ago
Excellent!
Long-term patient values consistent staff care
We have had positive experiences with the staff over an extended period, through various iterations of the practice. The photograph displayed does not accurately represent the practice location. The practice is situated at Moorgate Primary Care Centre in the local area, and also operates from several other sites that merged to form the current practice structure.