Twyford Surgery

Terrible customer service and endless phone runaround

Terrible service through and through. I was bombarded with calls starting at 8 am and finally got through at 8:30, only to be told that all phone appointments were already fully booked. The representative instructed me to call back the next morning at 8 am to attempt scheduling a phone consultation. I'm completely confused and frustrated by this entire process.

Terrible new system destroys patient care and trust

The medical staff are exceptional. Sadly, the new scheduling approach is deplorable. I've witnessed patients being assigned telephone consultations for mental health concerns, painful growths, and conditions that fundamentally require in-person medical evaluation. How can a phone conversation possibly support someone battling mental health challenges who desperately needs face-to-face professional support and guidance? How can a remote telephone consultation effectively diagnose or assess a physical injury, unexplained mass, or bodily swelling? One might as well commit a crime to guarantee an in-person medical assessment while in police custody. This system will inevitably drive patients to bypass general practice and flood emergency departments, where they'll endure a wait but ultimately receive direct medical attention. If I could award zero stars for this new approach, I absolutely would - which is truly disheartening, as this practice previously maintained a four-star standard of care in my assessment.

Compassionate medical staff ruined by terrible reception

The medical professionals like doctors and nurses are exceptionally supportive and compassionate, but the front desk personnel consistently display a terrible attitude that is far from professional. Each time I've been to the clinic, the receptionists have been discourteous. Moreover, I've overheard them engaging in loud, inappropriate discussions about patients right after they depart. This creates an extremely unwelcoming and uncomfortable atmosphere for patients seeking care.

Worst booking system ever frustrating and ineffective

The phone reservation process is utterly frustrating. Echoing other customers' experiences, it's impossible to advance beyond the second position in the waiting line. Digital booking options consistently fail to show availability for the upcoming week. Wishing you the best of fortune navigating this system!

Friendly staff make up for scheduling challenges

Scheduling can be challenging during peak times, but overall, I appreciate the staff's approachable and helpful nature.

Navigating healthcare with patience and persistence

If you're willing to navigate the clinic's procedures, you can find success. Scheduling appointments can be challenging, especially on Monday mornings when wait times are extensive, so it's best to avoid those peak hours if possible. I consistently receive the care and services I need, but you must be adaptable and work within their framework. Becoming confrontational with the front desk staff is counterproductive and unwarranted. The practice hosts feedback sessions that are professionally managed, and they genuinely appreciate constructive input. I typically attend these meetings and offer my perspective to help enhance their services.

Terrible customer service for working professionals

Terrible reservation process, particularly challenging for working professionals

Frustrating medical experience with poor communication

Getting an appointment here can be challenging, similar to many medical practices. The reception team can be somewhat difficult to navigate. Their online booking system is functional, though not exceptional. Additionally, scheduled telephone consultations aren't consistently honored by the physicians.

Disorganized and inefficient medical practice nightmare

Undoubtedly the most disorganized medical practice I've ever encountered. Their appointment scheduling is an absolute nightmare, forcing patients to either endure wait times exceeding a week or spend hours on hold early in the morning just to secure a same-day slot. The service is incredibly subpar. Moreover, they've taken an excessively long two months to transfer my medical records from my previous excellent surgery (Brookside), leaving me in the dark about my essential asthma medication. Their inability to efficiently manage basic administrative tasks is frustrating. To make matters worse, the doctors themselves are discourteous, making this an utterly unacceptable healthcare facility.

Challenging morning calls but amazing medical team

Getting a morning appointment by phone can be challenging, but the staff's compassionate and supportive nature more than makes up for it.

Consistently great medical care and service

I've consistently received top-notch medical treatment at this surgical practice.

Reliable healthcare with compassionate staff

Getting through on the phone early in the day can be a bit slow, but there are typically open slots for appointments. The medical staff, both physicians and nurses, are consistently friendly, compassionate, and highly competent. We've been patients here for some time and have been thoroughly satisfied with the care, especially during some difficult periods we've experienced.

Frustrating and impossible to book an appointment

I've been struggling to schedule an appointment for three consecutive days without any luck. This morning, after spending 45 minutes attempting to connect, I ultimately abandoned my efforts. My afternoon call yielded no better results, with me perpetually stuck at position two in the queue. The blood test scheduling process is absurdly drawn out, often requiring up to a fortnight due to their constant overcrowding. This experience represents the most abysmal service I've ever encountered from a general practitioner's office.

Convenient online booking saves the day

Reaching them via telephone might pose some challenges, but they offer a convenient online reservation platform. The medical staff demonstrates professionalism, compassion, politeness, and effectiveness in their approach.

Disappointing healthcare with rushed and unreliable service

Regrettably, this feels like a factory-style medical experience; scheduled consultations are consistently missed, and when you finally meet a physician, the interaction feels hurried and perfunctory. While I recognize the challenges facing the NHS, it seems reasonable that patients who can afford it should have alternative payment options for more personalized care.