Tower House Surgery
Shameen J. 4 years ago • From Google
Bad
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.
Attempting to schedule an appointment has been incredibly frustrating. I've been trying to reach them for a full week, and their automated system keeps telling me they're occupied and to call back..
Tower House Surgery
Carolina C.
If I could give a negative rating, I absolutely would! GPS services are subpar in general, but you are HORRENDOUS! Terrible communication, discourteous staff, and constant misinformation. Scheduled..
Tower House Surgery
Jake O.
Impossible to secure a pediatric consultation for my week-old infant. Grateful for private medical services. The National Health Service needs complete dismantling.
Tower House Surgery
Bethany R.
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..
Tower House Surgery
Melanie P.
I recently experienced some health issues that were promptly handled, with my prescription ready in just 3 hours, blood tests completed within a week, and results quickly available. During my..
Tower House Surgery
Nasim B.
Absolutely unbelievable... I'm at a loss for words... How can this level of service be considered acceptable? When I'm dealing with my health issues and need a medical appointment, it's an..
Tower House Surgery
Ingrid H.
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..
Tower House Surgery
Emily a.
The medical staff here are exceptionally warm and compassionate, and my interactions have consistently been outstanding, with me always feeling truly heard and genuinely supported throughout my care.
Tower House Surgery
Javier P.
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.
Tower House Surgery
Holly H.
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..
Tower House Surgery
Zak A.
This horrendous medical procedure persists in its terrible existence. I genuinely feel that even a 1-star rating is far too generous.
Tower House Surgery
Oyedoyin O.
Throughout the past decade, my family and I have maintained a predominantly satisfactory relationship with Tower House Surgery. Naturally, no healthcare provider is without flaws. Take, for example,..
Tower House Surgery
roy s.
I've been attempting to track down a prescription, checking both pharmacies with no success. I tried contacting the medical practice twice, and the last time I was first in line, waited 20 minutes,..
Tower House Surgery
Shameen J.
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..
Tower House Surgery
Ann W.
Speedy service, minimal wait time.
Tower House Surgery
rani r.
For 35 years, I've been a patient at this practice, but in the last three years, it has deteriorated dramatically. I tried calling at 8 am precisely, and no one answered; the surgery was closed...
Tower House Surgery
Beata J.
This medical practice is absolutely dreadful! They demonstrate zero regard for patient welfare! Scheduling an appointment seems impossible, and the front desk personnel are consistently rude and..
Tower House Surgery
Saiqa K.
This medical practice has devolved into a complete farce! Ring them early in the morning...zero available slots...call back in the afternoon...still no appointments! What's the purpose of having..
Tower House Surgery
Stuart O.
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..
Tower House Surgery
Barry (.
I recognize that this medical practice, like many others, has been operating under significant strain since the pandemic However, I want to acknowledge that Dr. Annetts and her colleagues have..
Tower House Surgery
andreea i.