Tudor House Medical Practice

Repeat prescriptions repeatedly ignored and forgotten

Switching to a different practice. The office has been having difficulties managing my repeat prescription requests for quite some time now. Once again, my recent prescription order was not processed. This has been frustrating. Additionally, I have struggled to secure in-person appointments with my GP. The telephone booking system appears to have technical issues. I found one of the partner GPs to have an approach that felt dismissive and lacking in empathy. The rating reflects only that another clinician previously provided good care. The service quality appears to have declined noticeably over the past couple of years.

Friendly reception but parking challenges remain

The reception team were welcoming and helpful. Accessible parking availability can be challenging. Patient care and treatment were excellent. Waiting times were reasonable.

Reception staff were dismissive during urgent call

Wow! I'm not entirely sure who was answering calls this morning, but their communication approach was quite disappointing. It's a shame because this practice is normally excellent. I thought I had my medication sorted but realised I hadn't, and it wasn't due until the 19th. I wondered if there might be a supply waiting at the pharmacy, so I checked but there wasn't anything there. I called to ask about getting it today as I needed it urgently. The person who answered was rather blunt in telling me that ordering it was my responsibility, which I already understood. When I tried to explain my situation, I was informed it would be available tomorrow and the conversation ended quite suddenly. If I'd had the opportunity to speak with my doctor, I'm confident they would have arranged it immediately as they're fantastic. I'm putting this down to someone having a difficult day, but it did upset me given that this practice has provided wonderful care throughout my adult life. Anyway, that's enough from me! I just wish people on the phones would be a bit more considerate—I was already feeling stressed!

Reception gave conflicting information about registration

Unable to leave a rating below one star. Experienced difficulties attempting to register myself and my children, as I was informed that adolescent family members would require identification and would need to attend an appointment independently to complete the registration process. Received conflicting information from reception staff regarding the registration timeline, with one account suggesting four weeks from initial submission and another indicating four weeks from when all documentation had been received. Found the interaction with reception staff during the registration attempt to be unwelcoming and unhelpful. Subsequently registered at an alternative practice and was able to secure an appointment within two days, which raised questions about why the initial surgery's registration process required such an extended timeframe. Additional concerns included limited parking availability, inconsistent information provided, and what felt like an unwelcoming approach from staff members. These issues occurred before even completing registration, which created uncertainty about the overall standard of care at the practice. Would recommend exploring other surgeries in the area as an alternative option.

Friendly staff who get you seen promptly

I consistently receive excellent service at this practice. Like many healthcare facilities, the team is clearly occupied with their workload, but I have never experienced difficulty obtaining appointments and consistently find the staff to be approachable and the clinical professionals to be supportive and competent.

Couldn't get antibiotics without visiting in person

I'm experiencing significant illness with fever, throat inflammation, and body aches that have left me unable to get out of bed. To obtain antibiotics, I'm required to attend the practice in person for an examination, despite being too unwell to even manage basic self-care. The practice is unable to prescribe antibiotics through telephone or video consultations. I find this approach to be problematic. The appointment system presents additional challenges, as calling at opening time often results in lengthy wait times, after which available slots are typically exhausted.

Long-term patient, consistently well looked after

I have been a patient at this practice since the 1970s, when it was run by the previous generation of practitioners. My family and I have consistently received excellent care throughout our time as patients here, and we have always appreciated the quality of the medical professionals working at the surgery.

Staff were polite and genuinely professional

The entire team demonstrated politeness and professionalism throughout. It was a pleasant and welcoming experience.

Reception staff made me feel genuinely welcomed and heard

The clinical team and all other members of staff are lovely! This is the best practice I've been registered at and they've helped me so much. However, one particular clinician wasn't very professional and made a joke about my mental health concerns when I attended for support. I also mentioned struggling with another condition and they openly stated they would increase my medication dosage, commenting on its safety profile. I can only imagine how challenging it must be to work in this profession, however it shouldn't affect one's professionalism.

Friendly staff made the visit pleasant

The doctors and staff members are pleasant and approachable.

Prescription didn't reach the pharmacy in time

I attended an appointment expecting to receive a particular procedure, but was informed it is no longer offered at the practice. Instead, I was given a prescription for a topical treatment to collect from a pharmacy, however the prescription had not been sent through when I arrived. As a result, I have had to arrange the procedure privately elsewhere.

Staff actually listened to my concerns

A truly excellent practice! The entire team demonstrates genuine friendliness and helpfulness, always willing to go the extra mile. They take time to hear what patients have to say and collaborate with them on their care. It's refreshing to find a practice that prioritises patient wellbeing as their core focus, maintaining that traditional approach to healthcare.

Mixed quality care at this practice

Some of the medical staff are satisfactory, however there are concerns about the competence of certain practitioners. I would advise caution if you are assigned to see particular members of the team.

Helpful support when I needed it most

Excellent healthcare facility. The care and support I received during a period of illness exceeded my expectations and was truly outstanding.

Reception staff lovely, booking system frustrating

The reception team are pleasant and welcoming, however the process for booking appointments feels cumbersome and inefficient. The consultations themselves have often been disappointing, with limited assistance provided during visits.

Reception made me feel unwelcome and unheard

I had a very negative experience in 2015 when I became pregnant with my son. The initial healthcare provider decided to completely discontinue my depression medication without offering an alternative. This prompted me to seek care elsewhere, and another practice was able to prescribe a different depression medication that was safe to use during pregnancy. On a subsequent visit to the original surgery, I was told that mental health concerns were not something they could address. Later, when a family member required an extended hospital stay of nine weeks, a staff member made a comment suggesting that the hospitalisation had created financial burden. I felt unsupported during a difficult time, and after eighteen years as a patient at this practice, I did not feel I was treated with the care I deserved. I have decided not to return to this surgery, though leaving was not a choice I wanted to make.

Staff went above and beyond with appointments

Excellent and compassionate team members who are genuinely dedicated to their work. Pay no attention to negative feedback. In my experience, the staff are truly outstanding and consistently go the extra mile to assist patients and arrange appointments. They deserve recognition for their exceptional service. Absolutely the finest.

Receptionist took time to help with photo

This surgery is very good, the clinical staff are caring and always put my mind at ease. The reception team member who assisted me took time to help when I was having difficulty with a technical matter. Well done to everyone.

Reception gave unclear medication information

I felt frustrated and upset by the communication regarding my medication. I was told my prescription would be ready at the pharmacy, which is quite far from where I live. I decided to verify this and was informed that only eye drops had been prescribed. When I contacted the practice to clarify what was happening, the receptionist explained that the clinician had different views about my condition than I expected. I was confused about why I had initially been told my medication would be available, as this left me feeling anxious and reluctant to leave home without it.

Reception staff were dismissive and unhelpful

My elderly relatives felt compelled to change surgeries due to their dissatisfaction with the care they received.