Tower House Surgery

Friendly team delivers top-notch customer experience

Outstanding staff and top-notch service delivery.

Terrible service that could risk patient lives

Complete farce! Even if you're on the brink of a serious medical crisis, the supposedly "professional" front desk staff will dismiss your condition and claim it's not urgent enough to warrant an immediate appointment. Utterly absurd.

Terrible service destroyed my newborn's healthcare journey

NEGLECTED MY NEWBORN An absolutely horrendous experience, I'd rate zero stars if possible. AVOID AT ALL COSTS. During my temporary stay, I tried registering my newborn and submitted the form immediately. I sought an urgent appointment, but they insisted I could only book via phone (despite being present in person). They promised to notify me after registration, claiming it would take a week. After two weeks with no response, I called repeatedly. Each time, they promised callbacks or letters that never materialized. When my baby became unwell, they redirected me to Slough hospital, forcing me to spend £48 on an Uber. Hospital doctors criticized me for delayed vaccines and unnecessarily referred me to A&E. My baby's 6-8 week check was supposedly confirmed for 7th November via text. I traveled back specifically for this appointment, only to be told no booking existed. Her 8-week vaccine was eventually scheduled for 2nd December, which would actually make her 15 weeks old. When I explained I'd be 15 minutes late from London, they deregistered me without warning, cancelling my crucial vaccine appointments. Despite typically making patients wait 30 minutes, they showed zero flexibility. The staff were INCREDIBLY RUDE! Completely DISAPPOINTED! Absolutely NO COMPASSION WHATSOEVER!!!

Terrible medical care that nearly cost my life

If I could award zero rating points, I absolutely would. Scheduling appointments is virtually impossible. On the rare occasion you manage to connect, they relegate you to triage and consistently fail to provide care. Multiple instances have occurred where I've been coughing blood and experiencing chronic symptoms, only to have them callously dismiss my concerns as "insignificant" or falsely suggesting I'm fabricating my condition. I'm now facing surgical intervention for my chronic illness, confirmed by hospital referrals after my condition previously required hospitalization. Their negligence could have potentially been fatal. I'm astounded that the medical professionals in this practice maintain their professional credentials. General practitioners are fundamentally meant to preserve lives, yet this clinic demonstrates zero commitment to that principle. The abysmal 1.9 rating speaks volumes about their incompetence. Utterly disgraceful. My strongest recommendation is to COMPLETELY AVOID this healthcare facility.

Terrible service and uncaring staff at tower house

For 35 years, I've been a patient at this practice, but in the last three years, it has deteriorated dramatically. I tried calling at 8 am precisely, and no one answered; the surgery was closed. When I called at 8:01 am, I was told I was too late. A subsequent call at 2 pm revealed the doctor was unavailable for the afternoon. My husband and I were suffering from severe chest infections with alternating hot and cold fevers. Eventually, 111 assisted us in securing an appointment with our own doctors. Upon arrival, we signed in and sat down. I began feeling lightheaded and went outside for fresh air, becoming increasingly unwell and nearly fainting. I dragged myself to the reception, desperately pleading for help as I was about to collapse. The receptionist's response was shockingly callous: "What are you doing here if you're about to pass out?" I was absolutely stunned by her cruel attitude and complete lack of compassion. Having worked in the NHS for 16 years myself, I've never encountered such heartless treatment. The practice manager is conveniently on holiday. I will personally ensure that over 50 of our family members transfer to a different practice. TOWER HOUSE SURGERY IN HIGH WYCOMBE IS NOW THE WORST IT HAS EVER BEEN.

Terrible healthcare service that fails patients completely

Absolutely ineffective establishment that should be shuttered. Scheduling an appointment is completely futile, regardless of approach. This service provides zero value and squanders taxpayer resources. Strongly advise against enrollment.

Terrible scheduling with no availability soon

Completely frustrated that I can't secure a booking until November. The earliest available slot is at the beginning of November, which is unacceptable. This delay is incredibly frustrating and has left me feeling let down.

Terrible administrative nightmare at this medical practice

Completely unacceptable. Securing appointments has been a constant struggle for us. Despite hospital referrals, they repeatedly claim to have never received crucial documentation, forcing us to continuously shuttle between healthcare providers. Our daughter's registration has been a nightmare, requiring four separate attempts in just half a year, despite having already received her first two vaccination sets. In a particularly frustrating incident, my partner tried to reschedule an urgent test, only to have them cancel her appointment and fail to book a new one, resulting in an additional month-long wait for a critical medical examination. While the medical professionals themselves are competent once you actually get an appointment, the practice's administrative processes are utterly abysmal and completely dysfunctional.

Supportive patient defends hardworking healthcare heroes

So many unwarranted critical remarks about the NHS. The healthcare system is under immense strain with limited resources, so be grateful for what's available and appreciate the service. If you can afford it, consider private healthcare. With over 1500 patients, it's challenging, and many individuals don't take responsibility for their own health, Dr Bin, Dr Lowe, Dr Ford - with 40 years at this practice, they will always be remembered. Continue your dedicated work.

Terrible customer service at its absolute worst

Utterly disappointing performance by the front desk staff on 30/07/2024 at 2:20pm - they completely disregarded my concerns and refused to pay any attention to what I was trying to communicate 😡

Frustrating healthcare experience with unresponsive medical practice

I've been attempting to track down a prescription, checking both pharmacies with no success. I tried contacting the medical practice twice, and the last time I was first in line, waited 20 minutes, only to find no one was available to help. I'm concerned about what might happen if someone were seriously ill. Having been a patient at this surgery for half a century, I can confidently say this is the absolute lowest point of their service—truly abysmal.

Terrible customer service and wasted my entire day

Spent hours anticipating a scheduled meeting, but ultimately left disappointed without any resolution or contact.

Terrible customer service ruins health support experience

Utterly frustrating. Their phone lines are perpetually congested, with a narrow window of opportunity at 8am sharp—and even that has become futile recently, as the line remains perpetually engaged. I've been desperately attempting to reach them regarding my severe sinusitis, which is completely disrupting my entire quality of life, yet I'm unable to make contact. On the rare occasions I do get through, they promise a callback, only to later send a message stating they lack capacity and suggesting I dial emergency services if I'm unwell. Absolutely disheartening.

Frustrating healthcare with unhelpful staff and poor service

I completely understand the frustrations shared by other reviewers about the reception and initial contact experiences. The receptionists consistently appear dismissive and seem to create unnecessary obstacles that prevent patients from addressing their primary concerns. My personal experience with the prescription department has been equally problematic. I repeatedly receive inconsistent tablet quantities, which forces me to visit the pharmacist multiple times each month. The prescription staff member I've encountered seems entirely powerless, always promising a callback from the appropriate person, yet these promised communications never materialize. It typically takes around a week just to connect with the specific individual you're attempting to reach.

Fast service with zero hassle

Speedy service, minimal wait time.

Terrible reception ruins potential good medical care

The medical professionals are commendable, but... Upon entering beyond the front desk, patients are left waiting indefinitely, expected to self-check-in. Attempting to communicate via phone becomes an exercise in futility, with any hope of reaching someone medically qualified seeming impossible. The reception team appears to operate with an unwarranted sense of superiority, often criticizing patients before reluctantly performing their basic responsibilities. Seek out an alternative medical practice where reception staff don't double as gatekeepers. Remarkably, obtaining a sick note can drag on for up to 14 working days, even in urgent situations. One can only pray this delay doesn't jeopardize potential income from their employer.

Terrible service and lack of mental health support

Steer clear of Tower House Surgery - they are utterly unprofessional and callous, particularly in their treatment of mental health patients. It's appalling. Attempting to book an early morning appointment lands you on a triage list with a promise of a callback, but they never follow through - this has occurred twice recently. I consulted another physician who criticized my current medication, stating it's merely a sleeping aid and not suitable for anxiety. No surprise my condition is deteriorating, and they appear completely indifferent to the fact that I'm on the brink of giving up hope.

Terrible gps service with zero communication skills

If I could give a negative rating, I absolutely would! GPS services are subpar in general, but you are HORRENDOUS! Terrible communication, discourteous staff, and constant misinformation. Scheduled me for a telephone consultation which was supposedly confirmed, then received contradictory text messages about an in-person appointment. I attempted to contact you by phone, enduring lengthy wait times, only to have the line disconnect three times. Submitted a website contact form seeking clarification about the appointment type, and received a typically abrupt response confirming a telephone consultation. Booked for 12 o'clock, I took time off work, went outside, and waited 30 minutes with no call. I tried reaching reception but couldn't get through due to perpetually busy lines - which I might normally understand, but no one bothered to inform me about the missed call. This raises serious doubts about whether there was a miscommunication regarding the appointment format. I ultimately had to enter a work meeting, having wasted time waiting for your call and attempting to contact you, with absolutely no resolution. What exactly must I do to secure an appointment or speak with someone - pay an exorbitant fee? Completely unacceptable.

Squid game phone system defeats desperate patient

The automated phone system in the morning is an absolute nightmare. Getting through to the receptionist is about as likely as a bicycle outpacing a Tesla in a race. On the rare chance the Tesla breaks down, you might momentarily connect to the Tower House phone line, but just as you think you're close to success, the Tesla speeds ahead (queue fills up or call drops). It's astounding how terrible the system is, and after spending 45 excruciating minutes attempting to connect, the receptionist is dismissive, showing no empathy or willingness to acknowledge the system's complete dysfunction. Their automated appointment booking is a total failure - endless ringing followed by disconnection. Securing routine appointments is impossible. It's a real pity because the GPs are actually excellent - trying to book in the morning feels like being a contestant in a torturous game show.

Fantastic healthcare with friendly and responsive team

Despite occasional difficulties reaching the practice via telephone - a common issue across most medical facilities nowadays - there has been a significant enhancement in the overall quality of care for myself and my family over the past twelve months, spanning from the healthcare professionals to the front desk team. Kudos, and I hope this high standard persists!