Townhead Surgery

Kind and thoughtful care from start to finish

Excellent healthcare professional who demonstrated kindness, consideration and outstanding quality of care.

Friendly staff made us feel genuinely valued

Both my wife and I feel very fortunate to have this surgery as our healthcare provider. We cannot speak highly enough of the team, who are consistently polite, caring and professional, while also maintaining a welcome sense of humour.

Phone lines left me waiting then cut off

I ordered my prescription well in advance but it failed to arrive by post as expected. When I attempted to contact the practice by telephone, I experienced a lengthy wait before the call was disconnected with a message indicating the line was busy. Upon visiting reception in person, I discovered my prescription had been misfiled in an incorrect location. I have now been without my medication for three days and am feeling quite unwell. I was presented with two options: allow them to post it again with an anticipated wait of at least five additional days, during which I would exhaust my other medications, or collect it from a pharmacy myself. Given that today is my day off and I am experiencing particular health difficulties, this situation has been particularly challenging. I also noticed the practice does not appear to have an online complaints process, which seems like an oversight.

Phones never answered when you need help

The practice appears difficult to reach by telephone, and I felt that my health concerns were not adequately addressed over an extended period. I was disappointed by the level of support provided during challenging times.

Couldn't get through on the phone line

Unable to reach the practice via the phone line, as it is consistently either busy or the call drops after waiting. The service experience has been disappointing.

Reception dismissed my eye concern too quickly

I recently called to arrange an appointment with a healthcare professional regarding an issue with my eye. The reception staff suggested I visit an optician instead, but unfortunately that facility was not open that day. Given that I have limited vision in one eye, any problem with my remaining good eye is particularly concerning to me. While I was advised this was not classified as an emergency, from my perspective it certainly felt like one.

Management team handled everything thoroughly

Having recently needed to engage with the surgery on behalf of my son, I was very pleased with how the management team handled matters. The member of the management staff I worked with demonstrated thorough attention to detail in their approach to patient care and consistently sought the most positive resolution for the patient involved. I would be happy to recommend this practice to others.

Helpful staff made the appointment smooth

A well-organised practice with helpful and approachable staff. The clinical team has a wide range of experience. Cannot fault the practice.

Reception booking errors made appointments difficult

I have been obtaining medication through online sources for over a year due to difficulty accessing appointments with a practitioner of my preferred gender. I have experienced two instances where my appointments were scheduled incorrectly by reception staff, who subsequently attributed fault to me rather than acknowledging their error. I perceive this as unfair treatment, particularly when observing that other patients appear to secure appointments with greater ease. I have the impression that appointment availability may depend on personal relationships with reception staff rather than being allocated fairly. I intend to escalate my concerns formally to practice management. I am very dissatisfied with how the appointment system operates.

Receptionists undermined an otherwise good practice

Disappointing experience with the reception team who came across as dismissive and unhelpful, though the clinical staff were pleasant and professional. Unfortunately, the negative interactions at the front desk have significantly detracted from what could otherwise be a good practice.

Receptionist was rude but doctor listened well

The receptionist's manner was somewhat unfriendly, however the clinician was pleasant and provided good support.