Tower House Surgery

Exceptional healthcare with personalized patient care

I became a new patient at this practice, had an initial online consultation, then an in-person appointment, and was quickly referred to a specialist within just a few days. Absolutely outstanding service! Huge appreciation goes to Teresa, who was incredibly thorough in listening to my concerns and provided a comprehensive explanation of the referral process and expected timeline. Much gratitude!

Terrible service and dropped call frustration

Terrible service. The call kept dropping mid-discussion. I'm planning to file a complaint about their unreliable connection.

Terrible service and zero compassion for patients

Absolutely zero stars warranted! You're stuck on hold for hours, trying to secure an urgent appointment, only to be told to call back later or the next day. It seems they operate with a skeleton crew, barely staffed to handle patient needs. My elderly grandmother, who's 90 and battling serious health complications, is being completely disregarded. This is hands down the most frustrating and incompetent medical practice I've ever encountered. Their lack of responsiveness is infuriating and unacceptable. 🤬🤬🤬🤬

Unbelievably terrible medical experience from worst doctor ever

I've never encountered such an appalling medical professional in all my years. Absolutely the most incompetent general practitioner imaginable.

Terrible healthcare experience with unhelpful medical staff

Severely understaffed - the clinic is overwhelmed with patients relative to its size, rendering scheduling an appointment virtually unattainable. The front desk staff consistently display a dismissive attitude and appear completely disinterested in patients' concerns. The overall customer service experience is abysmal.

Heartless reception team fails to show compassion

The reception staff demonstrated an appalling lack of compassion. When a family member contacted them to relay news of a death, the representative displayed zero emotional understanding and failed to offer even the most basic condolences. The interaction felt cold and mechanical, as if processing a routine administrative task rather than handling a deeply personal and sensitive communication. The employee seemed solely focused on ending the call quickly, showing no genuine concern or empathy. Considering the nature of working in a medical setting where challenging and emotional scenarios are commonplace, one would anticipate a more caring and sensitive approach. This encounter was profoundly disheartening and fell far below any reasonable standard of professional customer service.

Exceptional care and support from caring professionals

I consistently experience excellent service from this team. A heartfelt thanks to Dr Dallimore for her prompt assistance and helpfulness! Continue maintaining your outstanding performance.

Desperate parents find hope with private healthcare

Impossible to secure a pediatric consultation for my week-old infant. Grateful for private medical services. The National Health Service needs complete dismantling.

Terrible customer service and misleading appointment scheduling

Unfortunately, the high volume of patient calls has led the reception staff to adopt a discourteous and impassive demeanor, often abruptly ending calls mid-conversation. They appear to treat patients condescendingly, preemptively responding before a question is fully asked. On Thursday, they claim July appointments aren't open yet, instructing you to call Monday after 11 AM. Following their guidance, you meticulously reschedule work meetings and call precisely at 11, only to be told no July appointments are available. Upon further inquiry, they suddenly reveal appointments exist but are fully booked for the next two weeks. The rapid transformation between Thursday and Monday raises suspicions - how could all non-urgent slots be completely reserved in such a short timeframe? One can't help wondering if the staff are being truthful or potentially reserving slots for personal connections. It's disheartening that for a critical surgical practice without online booking, securing an appointment has been consistently challenging. In four years, I've never successfully booked a same-day or near-future slot, consistently encountering dismissive responses (with rare exceptions from a few compassionate receptionists who communicate transparently). Given these repeated frustrations, I've decided to terminate my association with this practice and cannot in good conscience recommend them to others.

Worst booking experience ever frustrating and unprofessional

Scheduling an appointment is nearly impossible. Each time I reach out, I'm informed they're completely reserved and directed to retry at 2 PM or 8 AM the following day. Their booking system activates at those specific times, but for the initial half-hour, you're stuck navigating an automated message that essentially tells you to call back later. It's completely ridiculous. The front desk staff are unhelpful and unprofessional. I sincerely hope some improvements can be made to bring this facility up to acceptable service levels.

Nightmare experience with incompetent medical professionals

Arguably the most terrible medical professionals nationwide! The term "incompetent" doesn't even begin to capture their abysmal performance!

Worst purchase ever avoid at all costs

Complete letdown. Avoid at all costs!

Frustrating medical service for pregnant patient

I recently became a patient here about two weeks ago since I'm new to the neighborhood. My sole purpose was to obtain a medical certificate for work due to pregnancy-related health issues, and the physician initially agreed, promising to send the sick note via text. However, surprisingly, this straightforward task has become unexpectedly complicated, and they still haven't followed through. How can something so simple be so challenging??? Additionally, during the phone consultation, the doctor inquired about my mental health and asked whether I have other children, which I clearly do not as this is my first pregnancy - information that should have been evident in my medical records! To make matters worse, she even had the nerve to question my employment status! It was painfully obvious that I was requesting a sick note specifically because I work, making her query completely redundant 😂

Terrible service for patient with critical medical needs

This general practitioner is absolutely terrible, my spouse suffers from multiple sclerosis and requires his essential medication. He submitted the necessary paperwork over a week ago, and they still haven't forwarded the prescription to the pharmacy. Given my husband's disability, he attempts to contact them by phone, but they consistently fail to pick up or respond.

Worst customer service ever terrible reception lady

The receptionist lacks even the most basic courtesy, and every interaction I've had has been consistently unpleasant. Her unprofessional demeanor is shocking, especially considering she's been in this role for an extended period. I'm baffled that she continues to be employed despite her consistently poor customer service.

Smooth sailing through baby's first medical checkup

Attended the six-week postpartum appointment with my infant. The self-check-in process was smooth and user-friendly, and we were called back promptly. A big thank you to Dr. G Rowland for being incredibly supportive and kind throughout the visit!

Worst medical practice ever terrible customer care

The reception's performance is absolutely abysmal. Booking an appointment is practically impossible, and during typical hours, you'll find yourself stuck as the fifth person in line, wasting half an hour just to reach someone. Even at 4 pm, when it shouldn't be hectic, they simply ignore incoming calls. Every single task becomes an interminable process, and in urgent situations, their default response is always a dismissive "no we can't." I've had to fight tooth and nail just to obtain essential medication during an emergency. The level of service is nothing short of shameful and completely unacceptable.

Nhs surgery frustration with endless phone queues

I deeply respect and appreciate the NHS - and for the most part, Tower House Surgery have been supportive towards me. The medical staff are excellent. However, I find the 8am or 2pm call system completely illogical when attempting to see or speak with a doctor. It seems to create unnecessary stress for staff and additional distress for patients who are already unwell. As others have noted, one encounters an absurd caller queue - and when I hear Dr Foord's recorded message cautioning against rudeness to staff, I can't help but feel the entire system is deliberately designed to provoke frustration, unhappiness, and potential patient irritation towards the phone staff. Something has completely ASTOUNDED! me, compelling me to invest time writing this review and leaving me thoroughly angry and upset... ...specifically, after calling Tower House at 12.40 to relay that NHS 111 requested I contact the surgery about speaking to a GP within two hours, I was instructed to call back at 2 - because the surgery closes at 1pm and the subsequent two hours fall in the 'after 2pm period'. I am utterly shocked and bewildered. I had already endured a queue to speak with the receptionist. After the standard two-minute Coronavirus warning, Dr Foord's repeated 'don't be rude to our staff' message - which I've heard for three consecutive days... while waiting in a queue sometimes nine people deep... In desperation, I turned to NHS 111, who demonstrate kindness and gentleness, instructing me to contact the surgery immediately... only to have the receptionist refuse to take a message for the after-2pm team. Concluding the call with: 'Call back at 2 Okay? Thank you. Bye.' I urge you to review the recording. Now, I must restart the entire phone process and re-enter that massive queue. What outcome awaits me, I wonder. Dr Foord, as you depart, isn't it telling that you've needed to leave a recording requesting callers not to be rude to your staff? I've been ill for three days, deteriorating, feeling scared, in pain, and alone - desperately seeking help I've financially supported through decades of tax contributions. I've genuinely valued your surgery, and as mentioned, your medical team has been remarkable. But right now, I'm profoundly distressed. Yesterday, I navigated past nine people, only to encounter a receptionist eager to expedite my interaction with 'a nurse will call back, here's a photo link, and if you miss the call, you'll restart the entire process'. Sick and mentally foggy, I had to recall and re-queue to communicate my needs. Will this detailed account prompt any meaningful change? I remain skeptical.

Terrible customer service at this medical office

Why are their receptionists consistently so DISCOURTEOUS? The sole long-standing receptionist stands out as the only genuinely pleasant and supportive staff member.

Terrible healthcare service with endless waiting times

This medical facility is incredibly challenging to schedule with, constantly depleting their medication supply and unable to replenish until consulting a physician. The waiting period stretches to five weeks, making it impossible for patients with mobility issues. Moreover, the front desk staff demonstrate a dismissive and unhelpful attitude, rendering the entire experience utterly futile.