Temple Hill Surgery - Ratings and reviews
Reviews
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Review titled Appalling service
Rated 1 star out of 5
by Anonymous - Posted on 11 January 2024
Called to book an appointment and receptionist very rude and unhelpful. Whoever answered the phone did not want to listen at all and instead was telling me to call the next day from 8am to book with a GP regardless if it was urgent or not. How come that there is no difference on the booking system if you do not need an urgent appointment? This clearly needs to be reviewed. They rarely give appointments face to face with GP and when you finally manage to book a telephone one, no time given and doctors call very late. Do we have to sort our health problems privately? Shameful primary care.
Visited January 2024
Temple Hill Surgery has not yet replied.
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Review titled Horrendous Procedures in place
Rated 1 star out of 5
by Anonymous - Posted on 13 July 2023
E consults are a good thing however setting a time limit of when they can be completed is not a good thing. Most people are at work between 9 and 5pm so have to take time out of work to complete these during their working day is difficult. I completed Anne consult for a repeat prescription and very quick reply stating I would have a telephone consult on Tuesday for my mum with dementia. She would have run out so I called surgery. I was 14 in the queue which is one of those things. I got through only to be told you cannot request prescriptions over the phone via reception staff ! I was told to use the nhs app or ring another number. I cannot use nhs app as I use it for my medications -My mum has dementia and cannot use internet and does not have internet! I repeated the number was told that was correct. I was given the wrong number! so I had to ring the surgery again - again in a queue of 10 people! I finally got through and was given correct number. When I called I was told they were already at my nominated to chemist to collect. All this had taken over an hour out of my working day. Luckily I have an understanding manager. This is not the case for some people! However the prescriptions were not at the chemist like I was told they were. I feel absolutely disillusioned with the fact that again I have to go through the whole sorry process tomorrow taking time out of my working day to try and get through to the surgery. If you want patients to complete e consults there should be no time limit on when e consults can be submitted because most of us are trying to hold down a job! People of a certain generation who do not have internet access or who have dementia should have the chance to request prescriptions via reception staff!
Visited July 2023
Review titled Temple Hill Surgery
Replied on 19 July 2023
Dear Anonymous, thank you for your feedback. I am sorry you had to go through such a difficult time. Technology is available to help us not hinder us. First I should say that Econsults not meant to be used to request medication. The best way to do that is using the NHS app. Although I can see you have mentioned that your mum has dementia, you can actually be a proxy for her which allows you to manage her NHS account. For those who are not able to use technology, we have a dedicated medication line open from 8.15am to 1.15pm, Monday to Friday. The number is 01322628290. The opening times for the Econsult are approved by NHS England not just what the surgery have put in place. I hope this helps to clarify some of the issues you have had. Thank you once again for your feedback. Dr Wole Olarinmoye GP Principal
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Review titled Very poor practice
Rated 1 star out of 5
by Anonymous - Posted on 31 May 2023
The Lady on reception was so rude ,she spoke over me, raised her voice and would not listen I was calling for an appointment for the west kings down surgery 31/05/23 8am And this is not the first time she has been rude
Visited May 2023
Review titled Temple Hill Surgery
Replied on 02 June 2023
Dear Anonymous, I am sorry to hear that you felt one of our receptionists was rude to you, thank you for letting us know. All our receptionists do their best to help and support our patients. Just to let you know that there are other ways to book appointments such as the Econsult via the NHS app or on our website. If you want us to look into this further, please let our practice manager know as all our calls are recorded. Kind regards Dr Wole Olarinmoye GP Principal
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Review titled Bad medical care
Rated 1 star out of 5
by Adrian - Posted on 04 April 2023
I am writing to express my disappointment and frustration with the service I received at your GP surgery regarding my recent attempt to book an emergency appointment for my back pain. Today, I tried calling the surgery early in the morning, but to my dismay, the line was down. When I finally got through to a member of staff, I explained my situation and requested an emergency appointment, but was told that there were no appointments available. Despite my persistence, the staff member remained unhelpful and unaccommodating. She simply suggested that I call the NHS helpline, 111, and request that they book me in for an appointment. However, when I called 111, they informed me that the surgery does not have this option, leaving me in a state of utter helplessness. As a patient, I am extremely disappointed with the level of service I received from your GP surgery. It is unacceptable that I was unable to book an emergency appointment when I needed it the most. I believe that every patient deserves prompt and efficient medical care, and it is disheartening to see that this was not provided in my case. I hope that you take my complaint seriously and take the necessary steps to ensure that this kind of situation does not occur in the future. I look forward to your prompt response and a satisfactory resolution to this matter.
Visited April 2023
Review titled Temple Hill Surgery
Replied on 02 June 2023
Dear Adrian, thank you for your feedback. I was sorry to hear about your experience. We have a Duty Doctor everyday who deals with emergencies as well as First Contact Physios who are experts in musculoskeletal problems. When all appointments have been used up, the government advice is to signpost patients to other available services like NHS111, the local Urgent Care Centre, and if serious, A+E. I understand you must have been in pain but the advice you were given was the right one under the circumstances. I hope this helps to explain what happened. Kind regards Dr Wole Olarinmoye GP Principal
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Review titled Blood test fail
Rated 2 stars out of 5
by Anonymous - Posted on 18 February 2023
I was booked in for a fasting blood test this Saturday by the surgery. I arrived and was informed that the test could not go ahead because the HCA it's booked with cannot "print the forms." This is really poor delivery of service. I have not eaten since yesterday dinner and it's almost 12pm now. The NHS is paying money to these businesses (GP surgery's) to provide services. They need to be accountable to the public who pay taxes to fund services that should remain 'in house' as obviously, paying agency staff including GPs isn't improving things for the public.
Visited February 2023
Review titled Temple Hill Surgery
Replied on 22 February 2023
Dear Anonymous, Thank you for your review. We want to apologise for your negative experience. By now, you would have been contacted and the problem rectified. We expanded our blood taking capacity to include a Saturday service by another provider. Unfortunately, the clinician did not have your forms. We have corrected the process to ensure it will not happen again. Once again, we apologise for the inconvenience. Dr Wole Olarinmoye GP Principal
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Review titled How have you lost my records?
Rated 1 star out of 5
by Anonymous - Posted on 28 February 2023
How could you lose my records? I spoke to a GP this morning. They were supposed to explain about a letter they received from the hospital. I am sorry for shouting at the doctor, They were telling me about my medication and how well I was doing. About blood tests and offering to do more. This wasn't what I was to talk about. Eventually I was shouting they had got the wrong letter. They had the right one. The doctor had the back page only. The front page hadn't been scanned. A request was put on my file for a receptionist to get another letter from the hospital and scan it into my file. The doctor is going to make an appointment for me to explain the information on the letter. They are on holiday for 3 weeks but would talk to me when they get back. I have been to A&E with my medical condition. The doctors have made decisions from my incomplete medical information on the computer. How did this mistake happen? How much more of my records haven't made it into my file? How will I know? This is me being calm over 4 hours after talking to the doctor. I couldn't write what I thought straight away. I can't write in capitals either. I don't want sorry. You don't mean it. What are you going to do to make sure my records are up to date? How are you going to make sure this never happens again?
Visited February 2023
Review titled Temple Hill Surgery
Replied on 06 March 2023
Dear Patient, Thank you for your feedback. I understand that you do not want an apology but you do want things resolved. Without knowing who you are, we cannot check your records or ascertain what has happened and we are very keen to sort this out for you. May I suggest you email the practice on gp.g82647@nhs.net identifying who you are so that we can look into things properly. We look forward to hearing from you. Dr Wole Olarinmoye, GP Principal
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Review titled Worse service ever
Rated 1 star out of 5
by Anonymous - Posted on 02 January 2023
Practice never care about patient it seems like they are doing business – - Most of the day if you call 8:30am (surgery open at 8:00am – and because of high volume of call surgery admin not able to answer you call before 8:30 if you are not lucky) you will never ever get any appointment and the reception will advise you to call again next day and next day same thing will happen – means they don’t have enough appointment, enough clinician as per their number of patient, enough admin staff in their reception. I have seen practically that they have only 2 staff in their reception who deal with telephone calls and in house patient who come for emergency. - They can’t provide care for more than 60% of their patients – because patient who call after 9am they can’t contact with their GP. - On consultation also have to use after 8am – the patient who are working and can’t use internet while work and the people who don’t have internet facilities - this services not working with them – at least this services should be open 24 hours. - Even for ordering repeat medicine patient have to wait long sometime over phone – where email could be a good solution where patient can order repeat medicine any time they want. This is so frustrating and stressful when you call your GP for help and your GP advice you to call 999 0r 111 or go A&E if urgent – when you ring your GP practice at 8:30 am after calling 40 times and waiting in queue around an hour and this not only in the morning. I have experience waiting in queue more than an hour when I called afternoon around 4pm.
Visited December 2022
Review titled Temple Hill Surgery
Replied on 03 January 2023
Dear Patient, thank you for your review. I am sorry you feel like you have not been able to get an appointment so I will use this opportunity to explain the best ways to get one. We are actually one of the practices that offers quite a lot of appointments but you will have seen that nationally the NHS is under a lot pressure. Appointments can be booked everyday from 8am. They can be booked either by online directly using the NHS app, by telephone, or by attending one of the surgery sites to book in person. You can also send us an Econsult, which will allow us to assess your problem and offer you an appointment directly. We usually respond to Econsults within one to two working days. Econsults are really good as they provide you with a lot of advice that might even resolve your problem without seeing a doctor. Prescriptions can be requested also through the NHS app or by calling our medication line on 01322628290. This line is open Monday to Friday 8.30-1pm. If you call the GP for help and you are advised to attend A+E, this is likely because we are concerned you need more urgent help than we can provide. We have recently recruited more reception staff to help with answering the phones so hopefully, that should improve shortly. We hope this explains things in such a way that will enable you to access our services with greater ease. Thank you once again for your review. Dr Wole Olarinmoye, GP Principal
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Review titled poor service
Rated 1 star out of 5
by Anonymous - Posted on 02 November 2022
unable to work due to my husband being in ITU. Need to sick note as have no other income, requested call from GP have to wait over 10 days for a reply. Totally unacceptable, wish I had listened to my neighbours and not joined this surgery, it is horrendous.
Visited October 2022
Review titled Temple Hill Surgery
Replied on 02 November 2022
Dear Patient, thank you for your feedback. I am sorry to hear about your challenge with your husband in ITU. We wish him well. Although your specific issue is pressing to you, a sick note would not be considered urgent, hence the routine appointment. I assure you that it won't impact your income as it can be backdated to the relevant date starting a week after you were last at work due to UK self certification rules. There are other ways to get things done faster. Using Econsult on our website or via the NHS app to request your sick note and explain the urgency, may get your request looked at sooner. Alternatively, booking an 'on the day' appointment available from 8am every working day either via the NHS app or by calling reception are other alternatives. Hope this helps. Dr Wole Olarinmoye GP Principal
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Review titled Lack of information
Rated 2 stars out of 5
by Anonymous - Posted on 10 October 2022
I rang today to book 2 appointments. One with the asthma nurse. ( I had been contacted by her to make an appointment) a further appointment to see a doctor about an ongoing medical condition. I tried early in the morning but the automated system told me the call queue was full and I could call again or book online. I tried booking on line and it said no appointments available. So I rang again and after getting in the call queue I managed to speak to a receptionist. I told her why I was calling. ( request from asthma nurse etc) but was told there was no pre booked appointments and I had to ring at 8 am. Bearing in mind that I expect everyone will be doing the same I don’t hold out much hope of getting an appointment any time soon. Especially if the phone queue is closed like earlier. But my question is —- nowhere on the website or on the phone line does it say you can only get an appointment if you ring at 8 am in the morning. I don’t hold out much hope at all. So what can I do ???? I got another txt from the surgery asking me to book an appointment (this is as well as request from asthma nurse) to book urgent appointment as I am on high risk medication and I need monitoring. So I’m not a time waster. I very seldom visit the surgery. But obviously no sense of urgency in being able to book an appointment.
Visited September 2022
Review titled Temple Hill Surgery
Replied on 18 October 2022
Dear Patient, thank you for your feedback, it helps us improve. We release our pre-bookable appointments on a 2 weekly basis, so I am sorry that you were not able to book one, not sure why. I suspect there may have been a high demand. I can confirm that we now offer regular asthma reviews which can be booked in advance. If you call us or fill in an Econsult, we can arrange this for you. My apologies for any misunderstanding. Dr Wole Olarinmoye, GP principal
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Review titled Terribly rude and refused to be seen.
Rated 1 star out of 5
by Anonymous - Posted on 27 July 2022
Needed to be seen for an appointment for my child who has had fever for over a week. Only offered a phone appointment, and the person I spoke to (who refused to give her name and was very rude throughout the call) refused to see the child in person. Not the first time similar things happened either. Called 111 in the end who were able to get me an appointment at an urgent care centre where I received appropriate treatment for my child. Shocking!
Visited July 2022
Review titled Temple Hill Surgery
Replied on 18 October 2022
Dear Patient, we were sorry to hear of your experience. Your feedback helps us to improve. I would appreciate you contacting us with some more information on what happened so we can look into things properly. Could you please send us an email at gp.g82647@nhs.net. Thanks. Dr Wole Olarinmoye, GP Principal