Thurleigh Road Practice - Ratings and reviews
Reviews
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Review titled Arrogant and Unhelpful
Rated 2 stars out of 5
by Anonymous - Posted on 17 January 2024
My hospital consultation saw me on the 13/12/23, she recommended to increase my medication from 5mg to 10mg, 7.5mg then 5mg at 3 weeks intervals. I received a copy of her letter weeks later on 10/01/24. So I rang the surgery on 12/01/24 and requested the increased dosage. The PersonX refused to approve 10mg to me because according to her, since the letter was dated 13/12/23 and so the ‘start’ date of the new 10mg dosage was already over. She was only prepared to approve 7.5mg and not 10mg. I tried to explain to her that I had not ‘started’ on the new regime since I only received the letter on 10/01/24, and I could not possibly make the new request without first having received the hospital letter. I reasoned with her that the logical ‘start’ date would be the day I make the request, and not the date of the letter. When I asked why she had to take 13/12/23 as the ‘start’ date, she said arrogantly ‘this is how we do it here’. She said she would give me an option which sounded like an ultimatum, that I had to accept ‘7.5mg or ?.....’. She was most unsympathetic, unhelpful and steadfastly rejected any rationale by repeating to me ‘this is how we do it here’. I was so stressed out by this whole frustrating and most unpleasant episode. I was emotionally drained after this. It is unbelievable as I have never experienced such awful dealings with the surgery.
Visited January 2024
Thurleigh Road Practice has not yet replied.
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Review titled Impossible to see a GP, seems to be mostly private now
Rated 2 stars out of 5
by Anonymous - Posted on 28 December 2023
You can book for about 50 different types of private treatment on the Patient Access App, but there is no longer a booking system for GP appointments. You can try the website, but all you will get is a message telling you the booking system is 'temporarily unavailable' due to having reached daily capacity. You can try emailing, but they have banned email correspondence so you won't get an answer. You can try phoning, you will be kept on hold for a minimum of 15 minutes and then an unpleasant receptionist will tell you to book online at 8am the next day (no matter how many times you tell them you're not available at 8am the next day). If you say you don't mind waiting 6-8 weeks, as long as you can actually get an appointment, they will tell you they don't make appointments that far in advance. You can try going in, and you will have the same computer says no treatment, just with added, barely disguised non-verbal hostility. The practice, by the way, is completely empty, as no-one is actually getting seen. I have tried umpteen times to get a GP appointment this year, and the only time I managed is when I made a phone appointment with the physiotherapist, who was miraculously able to book me one within a few days. Which just shows you it's not lack of availability but deliberate gate-keeping. The GP I did see was excellent, as are the other health professionals (nurses, physios, etc), as usual it's the managers running the practice - and the receptionists - who fall short of the expected standards. Please change the management - this practice is failing its patients.
Visited December 2023
Thurleigh Road Practice has not yet replied.
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Review titled Receptionist really bring the place to the ground
Rated 1 star out of 5
by Anonymous - Posted on 07 November 2023
Anything from the receptionist to the the whole running of the place … poor Nhs need to look into this one because it is a joke Waiting months for an appointment Being told in November there are no appointments left till end of December Receptionist, ha dont even get me started on their attitude for people workinng in the healthcare services not only do i not want to call cause they seem so judgemental they get me so mad when i do … they need training on how to be compassionate If i could find another doctors today i would Please think twice before joining this practice and if you do make sure its your very last choice, you have better chance of getting magical healing powers than you do getting an appointment at this place And too make things worst when your on hold for those 20-30 minutes please believe the receptionist leave the phones to ring out… I’ve witnessed it myself, i walked from clapham south station to coop and back to the doctors on hold and when i got in the phone was ringing out and no staff in sight again for healthcare workers … just poor
Visited October 2023
Thurleigh Road Practice has not yet replied.
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Review titled A loss of identity. Such a shame.
Rated 3 stars out of 5
by Anonymous - Posted on 21 September 2023
Wow, how this place of extensive and excellent care has declined. It’s digital advancement has meant the place feels pretty barren with seemingly no full time staff. Maybe this is the new way, triage, docs offering a call centre style analysis- what a waste of their training … took 5 days for a text response then the advice was to see the nurse which turned out to be wrong! Reception staff very nice and helpful But again why is there such a churn of staff- it’s hardly in a socially challenging area? My family has been going for 30 yrs. And the decline in service is clear. What a shame as the premises are so good for community health.
Visited September 2023
Thurleigh Road Practice has not yet replied.
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Review titled Completely inaccessible now
Rated 1 star out of 5
by Anonymous - Posted on 15 June 2023
It's really the case! You have to fill an online form to receive a link two days later to book an appointment to be called a week or more later to explain why you want to see a GP. Thurleigh Road Practice have now said they will not accept emails, and you cannot either book an appointment by phone or online (as until very recently you could, even though often there were only slots 6 weeks in advance, or sometimes none at all). Instead you have to fill in a very short and inadequate 'triage' form sent to your phone and wait 2 days... to receive a link which gives you long slots of time (a week from booking!) in which a clinician will call you, at some unspecified point - good luck picking up the phone! - to... ask you for more information about what you want to book your appointment for, and then, hopefully, book an appointment, although I haven't even got to that stage yet. I want to weep. I'm only trying to book a in follow up that my GP already told me to book in. I honestly don't think anyone could make this up - although guess they want people to pay for their private services through making their NHS services so horrendously inaccessible. They shouldn't be allowed to have an NHS contract if they make it so hard for people in the local community to access NHS services.
Visited June 2023
Thurleigh Road Practice has not yet replied.
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Review titled Personal Experience
Rated 4 stars out of 5
by Robin Cooke-Hurle - Posted on 21 June 2023
I have read and heard a great deal negative about Thurleigh Road Practice so I thought I would post an experience I personally have had today. At 11.45 this morning I posted details of a dermatological issue on the online triage form. I am reasonably computer savvy so filled it all in carefully and fully. Nevertheless I was amazed when I received a call from a GP at 15.40 for an informed discussion of the issue and to arrange further treatment. I honestly think it was almost certainly much quicker and no less effective than making a conventional GP appointment. I know it is a sample of one, but nonetheless I am both impressed by and grateful for the service.
Visited June 2023
Thurleigh Road Practice has not yet replied.
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Review titled Completely in decline, avoid.
Rated 1 star out of 5
by Tobi Kirby-Hogarty - Posted on 16 June 2023
Cannot get hold of them. Just cued 45 minutes, someone picked up eventually and instantly put the phone down (before I could talk) to get rid of me. Recued. Currently in excoriating pain, can't walk with suspected grade 3/ 4 groin tear. Can't get hold of doctor to get pain medication, assess whether I need an operation. NHS is understaffed, we know, but no duty of care to customers, regularly mess stuff up with prescriptions, staff often rude.
Visited June 2023
Thurleigh Road Practice has not yet replied.
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Review titled decline in patient care
Rated 2 stars out of 5
by Anonymous - Posted on 05 June 2023
I've been a patient here for more than 20 years. It used to be an excellent practice. But now... the management of the practice has collapsed. It takes half an hour to get through on the phone - they say "if you have a medical emergency please wait". You could be dead before anyone answers the phone. I think the doctors are badly served by the management - if you could call it that. Maybe a symptom of the general malaise of the NHS. I note that only positive reviews are ever responded to - whereas the practice should be urgently dealing with its serious failings. A practice in serious decline.
Visited May 2023
Thurleigh Road Practice has not yet replied.
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Review titled Awful practice
Rated 1 star out of 5
by Anonymous - Posted on 30 May 2023
This practice is genuinely one of the worst practices I have ever come across, getting an appointment is borderline impossible as the receptionists never pick up the phone. I’ve been told wrong information from the receptionists on multiple occasions as well as pre booking an appointment for a slight emergency and never getting called. Never mind the attitudes of some of the receptionists being absolutely awful. I’ve called at 8am on the dot on multiple occasions to get an appointment and never had anyone pick up the phone, it’s is never an easy relaxed experience.
Visited May 2023
Thurleigh Road Practice has not yet replied.
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Review titled Declining quality of service
Rated 3 stars out of 5
by Anonymous - Posted on 16 May 2023
I have been a patient at this practice for over 20 years - I used to regard it as a model of medical care. But its standards have collapsed. I waited 40 minutes today to try to book a phone call with a doctor - and eventually gave up. It is hard to contact the practice at the best of times. Everything has been transferred to an unsatisfactory online site. There are some excellent people working at the practice but how does one access them? The reception service is hopeless - not at all helpful even when one can contact it. In short this practice - which was once excellent - has declined, largely thanks to poor management.
Visited May 2023
Thurleigh Road Practice has not yet replied.