Townfield Doctors Surgery

Caring doctors who truly listen

Every single time I've consulted the physicians at Townfield Surgery, the entire team and doctors have been incredibly supportive, understanding, compassionate, and consistently go above and beyond to assist me. I genuinely value their warmth, consideration, and authentic commitment whenever I seek their assistance. I would particularly like to express my gratitude to Dr Babu, Mandy, and especially Ashlenta, who consistently make me feel genuinely cared for and always leave me feeling more positive after our interactions. They have consistently attended to me with genuine warmth and have invested the necessary time and effort to help me recover as swiftly as possible. A heartfelt and massive THANK YOU for providing such exceptional care not just for me, but also for my elderly mother. Every single staff member I've encountered or spoken with has been unfailingly helpful, kind, patient, supportive, and empathetic.

Terrible care since Dr Saleh left

I have been associated with this medical practice for nearly two decades, and the quality of service has dramatically deteriorated since Dr Saleh's departure. The physicians are dismissive, hurried, and fail to attentively listen to or comprehensively document patient symptoms and discussions. They create significant obstacles when attempting to secure hospital referrals. My daughter has endured gastrointestinal issues for over five years, and only after persistent advocacy and filing a formal complaint was she finally referred to a gastroenterologist. She has suffered immensely, with the surgery repeatedly prescribing ineffective medications that I suspect may have exacerbated her condition. I cannot in good conscience recommend this practice to anyone. I have transferred my daughter to a different surgery, given how their treatment has severely impacted both her mental and physical well-being, particularly after Dr Thankappan callously claimed her health challenges were not significantly affecting her life. How could he possibly know? He is not experiencing her daily reality! My daughter experiences constant, unrelenting pain without respite, struggles to eat or drink, and her dietary options are progressively narrowing as she becomes increasingly terrified of triggering more discomfort. Had she been promptly referred when we initially requested, she would have been spared five years of needless suffering. At just 19, she has already missed critical life experiences, even being forced to take a gap year. We are unanimously departing this medical practice. Absolutely not worth it!

Friendly staff made my day

Absolutely delighted with every aspect of the service. The entire team is exceptional and top-notch 👏

Endless wait for urgent knee pain check

Poor Communication and Prolonged Waiting at Townfield Doctors Surgery I arrived for my pre-booked GP consultation at 2:00 PM through PATCHS, seeking urgent attention for knee discomfort (given my diabetic and cardiac health challenges). I checked in early at 1:50 PM but was left sitting for over 70 minutes without any information or explanation. Only after repeatedly inquiring did staff finally acknowledge the doctor was behind schedule. There was a complete lack of communication, no attempt at an apology, and absolutely no transparency about the expected wait time. This isn't an isolated incident — a similar situation occurred last year when I was incorrectly marked as absent despite being present. I'm now genuinely worried about whether this consultation was properly documented. Patients deserve far more respect. A scheduled appointment should carry weight, particularly for individuals managing complex, ongoing health conditions.

Racist staff and endless waiting times

Absolute nightmare of a general practice in London. The staff are incredibly discourteous, bordering on discriminatory in their interactions. You'll be lucky to see a doctor within an hour of your scheduled appointment time, if at all.

Endless hold music and zero help

I've been subjected to a mind-numbing musical loop for half an hour while waiting, stuck as the first caller in the queue. I'm attempting to assist someone who frequently criticizes this medical procedure, and I initially believed they were dramatizing their experience. Now I realize their concerns were completely justified - and to make matters worse, I've just been disconnected abruptly!!!!! This is utterly unacceptable I intend to formally report this to my local parliamentary representative

Unprofessional doctors who don't listen

I am utterly frustrated with the medical professionals at this general practice. It appears they have no genuine concern for patients' well-being. They continuously postpone medical procedures and create unnecessary complications in the healthcare process. Even more alarming, many of the visiting physicians seem to depend on internet searches for diagnosing fundamental symptoms, which is absolutely unprofessional. Additionally, certain doctors communicate in a condescending manner and treat patients disrespectfully, which is deeply inappropriate. If they were to experience these circumstances themselves, they might comprehend the impact. They seem to believe their position grants them authority to disregard patient care entirely.

Phone system nightmare at townfield practice

I've been a patient at this GP practice for several years, and their service has seriously deteriorated. I barely had time to complete the forms, but managed to do so anyway. After filling them out, I requested a call after 5pm, yet they called at 12. I noticed the missed call 40 minutes later, and after waiting on hold for over 15 minutes, I gave up. I attempted all available communication methods, each resulting in either a disconnection or an extended wait. I'm convinced their phone lines are only operational when they want to contact someone, as they're perpetually unavailable. This is absolutely unacceptable. I'll reluctantly add one star solely because I've had some positive interactions in the past, but not recently. If possible, I would have given zero stars. Townfield, please address your patients' concerns and improve your system, as the current service is subpar and could be easily enhanced with a few modifications. Edit on 2/4/2025 Following my review, I successfully booked an appointment, and Ms Marta was incredibly helpful, guiding me through the process. While I may have had a good experience then, it seems every positive interaction is accompanied by a negative one. I received a call recently but missed it. Despite repeatedly informing the surgery about my availability constraints and requesting a system note, they continue calling at inconvenient times. Yesterday, I was actually available. I attempted to return their call around 5:30, waiting 30 minutes until reaching the second queue position before being disconnected by the automated system claiming they were busy. I immediately redialed, finding myself third in line. I waited approximately an hour, experiencing multiple disconnections, even while first in the queue. Just before 7, I was cut off again with a "busy" message. Upon instantly redialing, I was informed the practice was closed. This level of incompetence is extraordinary.

Frustrating wait with unhelpful front desk

I stood in line for a quarter of an hour, with the front desk staff deliberately appearing occupied and completely disregarding my presence. After 60 minutes, she informed me that I would not be seen due to my supposed tardiness (which I disputed). Her demeanor and nonverbal communication were even more disappointing. I felt deeply troubled witnessing an older patient in a wheelchair who had arrived before me, still waiting as I departed, periodically glancing at his watch in frustration!!!!

Missed my morning appointment after late text

I had a scheduled visit on March 20th, and unfortunately, the nurse was unavailable, which I understood. However, I was deeply frustrated by the staff's attitude when they claimed they had sent me a text message asking me to reschedule. When I explained that I hadn't received any such communication, they were dismissive. Ironically, I eventually found the text message at 2:20 PM, long after my original 9:10 AM appointment time.

Quick and helpful medical team

Exceptional medical procedure! Whenever I require documentation, paperwork, or a referral, they handle it promptly and efficiently. Incredible patient care and support!

Friendly doctor made me feel at ease

The staff at the front desk were incredibly friendly, and the physician demonstrated exceptional compassion and attentiveness during my visit, making it a truly pleasant encounter.

Tiny bottle and no soap for mom's test

We brought our elderly mother, aged 88, to this medical facility where she was asked to provide a urine sample. The sample container was ridiculously tiny and completely unsuitable for the task. To make matters worse, the ground floor restroom lacked basic hygiene essentials like soap and hand towels, and the upstairs facilities were also unavailable. The overall experience was remarkably unhygienic and unprofessional. When we brought these concerns to the receptionist's attention, her response was a dismissive promise to "look into the matter." Absolutely unacceptable.

Quick and helpful service

Much appreciated, excellent service

Calm and kind nurse put me at ease

Compassionate attention that perfectly soothes a nervous patient's worries. The nurse's approach was precisely what I required to feel calm and supported during a stressful medical situation.

Friendly doctors helped me quickly

The medical staff consistently demonstrates excellent care, and their service is prompt and streamlined. Highly satisfactory

Friendly help from ashlenta at front desk

Ashlenta (assuming I've got the name right) at the front desk was incredibly supportive and went above and beyond to assist me.

Sweltering waiting room made me leave

I'm new to this medical practice, and my initial experience has been far from satisfactory. The surgery's waiting area is uncomfortably warm, exceeding 25°, making it nearly impossible to breathe. As a result, numerous patients are compelled to wait outside. The oppressive heat intensifies the already unpleasant odors of urine and germs. It's perplexing how, despite being the second patient scheduled, I wasn't seen until 20 minutes later. The doctor showed no remorse for his significant delay, which was entirely his fault due to tardiness. Such behavior is incredibly discourteous and unprofessional. Attempting to communicate via phone has been futile. I dialed eight times, explored every available option, only to be dismissed and told to go online before being abruptly disconnected. When I visited in person, the environment was so stifling that I couldn't endure more than half a minute and ultimately returned home. I've reluctantly awarded one star because the reception staff were compassionate and helpfully accommodated my son's feeding needs.

Quick service with zero wait

The staff provided top-notch assistance, and I was impressed by how quickly I was attended to with practically no delay.

Friendly staff made my visit easy

Friendly and supportive medical team, with a welcoming and attentive doctor.