Tower House Surgery - Ratings and reviews
Reviews
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Review titled Very poor
by Paul - Posted on 05 April 2024
Very poor experience with this surgery , I suffer with a generalised anxiety disorder and the care and professionalism has been very poor , been prescribed a medication that's not pacifically for anxiety it's an off the label medication, saw a different doctor at thr practice and even he was puzzled to why I was given it , another thing is that I tried 2 times this week to get an appointment to discuss my medication and on both occasions was told someone would ring me back , but nobody did even after I chased them back up and was promised someone would ring me back , very angry and the lack of professionalism and care I am receiving, especially as I suffer with my mental health I'm on thr verge of giving up completely I see no alternative but to maybe register with a different practice
Visited April 2024
Review titled Tower House Surgery
Replied on 15 April 2024
Dear Paul, Thank you for your feedback. As you have not given a surname I am not able to see where the process could have broken down. We take mental health issues very seriously and I would be very concerned if you were not able to get an appointment within this timeframe. Perhaps if you could message via our website I could look into the dates which would be logged, of course it is your decision if you wish to move to another surgery. Best wishes Beth Sergiou Practice Manager
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Review titled Difficult, Upsetting Experience Multiple Times
Rated 1 star out of 5
by Gemma Diamond - Posted on 02 April 2024
They only accept booking calls at 8am and 2pm, and I have a sleep disorder/work. You have to phone them repeatedly until you get through. Today when I tried, it was 82 times before I got through to someone on reception, where they told me i was put 'on triage' then passed over to a pharmacy - even though I had told them I had been to the pharmacy for over-counter help for the sinus infection I'm struggling with. I have never felt so unhappy with a doctors surgery. In January I called them in tears, during the middle of a panic attack, during a depressive episode and needed help immediately - and they told me to 'call back tomorrow' because it wasn't when they were accepting booking calls. This only accepting calls twice a day system fails everyone. I have also been put on request for testing for autism and ADHD, only for the person 'helping' me to send me corrupted forms to fill in, taking days to respond, and then informing me the borough weren't accepting any new people for exams because they were so full so to try again in April. I feel utterly lost and helpless in trying to get any kind of help and I don't even know how to leave the surgery.
Visited April 2024
Review titled Tower House Surgery
Replied on 03 April 2024
Dear Gemma, Thank you for your feedback. We changed our booking system well over a year ago and the phone lines open at 8am for the day. You will then be asked some questions about your issue/concern and this will be placed on the triage list for the duty doctor to look at. They will then signpost you to the most appropriate care, this could be a GP appointment, Paramedic appointment, conversation with one of our on site pharmacists or an appointment with a local pharmacist etc. This ensures that we prioritise the patients who are very poorly for immediate consultation as well as filtering medication requests and such like to our pharmacy team, some of whom can also prescribe. We are aware that there is a large number of people trying to get through at 8am but please be assured that we are answering the calls as quickly and efficiently as possible. I have looked on our system to see what happened with the contact in January and the subsequent corrupted files however we don't have this screen name listed with us. If you wish to discuss this in more detail I am more than happy to do so. If you go onto our website and click feedback, addressing it to myself this will be allocated to me. Many thanks Beth Sergiou Practice Manager
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Review titled Very helpful front of desk!
Rated 5 stars out of 5
by Joe - Posted on 12 March 2024
It’s much easier now to get through when ringing for help. Basically in the past it was so disheartening and frustrating to the point I gave up and just gritted my teeth. The last 3 times that I’ve needed to call it’s been so much better. Very helpful receptionist.
Visited March 2024
Review titled Tower House Surgery
Replied on 03 April 2024
Dear Joe, Thank you for your feedback. On the whole we believe that this is a more efficient way for you to make contact, we are aware it is not perfect but it seems to work more smoothly. Our receptionists work very hard to direct patients to the correct clinicians to try and ensure that we help everyone. They would love nothing more than an endless supply of appointment to give out but unfortunately we don't have them. I will certainly pass on this message to them. We do appreciate you taking the time to let us know. Many thanks Beth Sergiou Practice Manager
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Review titled One too many errors
Rated 3 stars out of 5
by Nabila - Posted on 19 February 2024
I was told over text that my daughter required high vit d solution as her blood test showed low vit d levels. I was also given a code with her prescription, when I questioned the pharmacy if the dose was suitable for a child he claimed it was too high. When I called the doctors the response I received was you will be send a new prescription. No apology we got the dose wrong no questions if I had given the dose and what to do next. The problem is, in the aim for convenance and reducing contact time with doctors , simple checks are being missed. Earlier in the week when I called to get my daughters results the receptionist was not even able to read the results, saying her Globinsomething has come back fine! and wasn't even able to tell me what that was!? Which reminds me of a similar incident I had with this same surgery. where my maternity urine test results were given to me over the phone by receptionist as being normal, only for me to discover in my next maternity appointment that I had Step b. Which is a serious infection. Negligence by both receptionist and doctors not paying attention to detail.
Visited February 2024
Review titled Tower House Surgery
Replied on 19 February 2024
Dear Nabila, Thank you for your feedback. I am afraid I can't answer directly regarding your daughter on here (also I can't identify from just your first name who your daughter is). I would be more than happy to discuss it with you if you want to call the surgery and ask to speak directly with me. The same is true regarding your urine test, without a surname I can't identify which Nabila you are. I will discuss with my team to see if they are aware of any vitamin D prescribing issues. Kind regards Beth Sergiou Practice Manager
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Review titled Cannot get an appointment
Rated 1 star out of 5
by Susan fulwell - Posted on 13 December 2023
I have had a cold for 6 weeks and sinuses are painful, called surgery, response from receptionist fully booked!!! Can’t even get a call back from doc or nurse Told to go pharmacy which I did and meds not working, that’s why I called doc surgery always thought if you had cough for more than 3 weeks doc would see you Have been with this surgery 40 years thinking of going elsewhere,
Visited December 2023
Review titled Tower House Surgery
Replied on 14 December 2023
Dear Mrs Fulwell, Thank you for your feedback. As always at this time of year there is so much going around and unfortunately we do sometimes reach capacity. If you wish to discuss your individual case please do not hesitate to contact me. If you believe that you need to be seen that day please call from 8am to be put on the triage list where a GP will decide the best course of action. If you believe that you need a future appointment please use the website https://www.towerhousesurgery.com/ where you can choose get help for any health problem. Kind regards Beth Sergiou Practice Manager
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Review titled Excellent service
Rated 5 stars out of 5
by David Coles - Posted on 14 July 2023
Easier now to make an appointment. Everyone was polite and friendly and easy to talk to and all the appointments were on time.
Visited July 2023
Review titled Tower House Surgery
Replied on 17 July 2023
Dear Mr Coles, Thank you for your feedback. The new changes seem to be having a positive impact. It is kind of you to report back. Many thanks Beth Sergiou Practice Manager
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Review titled Trusted, caring practice
Rated 5 stars out of 5
by Anonymous - Posted on 16 June 2023
I had cause to contact Tower House again for the first time in over a year and my experience continues to be excellent. Their telephone system allows for a call back without losing your place in the queue, and I got to speak with a doctor with a couple of hours of speaking with the receptionist. The doctor had a lovely warm manner and made me feel much better just knowing I was in safe, caring hands. She made a series of recommendations on how to help me and I am confident in these. Really great service from a practice I have really learnt to trust. Thank you
Visited June 2023
Review titled Tower House Surgery
Replied on 05 July 2023
Dear patient, Thank you for taking the time to give your feedback. The new telephone system has been in place a few months now and we have received very positive feedback about how much easier it is when calling in to get a call back from the reception team without loosing your place. We understand how frustrating it use to be having to stay on the line. I am glad you were able to speak to the doctor and felt comfortable with the advice given. I will pass your comments on to the team. Many thanks Beth Sergiou Practice Manager
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Review titled Well done
Rated 5 stars out of 5
by Anonymous - Posted on 25 April 2023
Complained of chest pain, had an ecg. Hospital next day, due for angiagram shortly. No fuss or stress, calm and efficient throughout. Same for wycombe general. Thank you for your dedication and professionalism. ♥️♥️
Visited April 2023
Review titled Tower House Surgery
Replied on 09 May 2023
Dear patient, Thank you for your recent feedback. I am glad you were seen quickly and received the care needed from both our clinicians and hospital clinicians. I will pass on your comments to our team. Many thanks Beth Sergiou Practice Manager
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Review titled never any appointments
Rated 2 stars out of 5
by Anonymous - Posted on 24 April 2023
I have experienced unacceptable problems in being able to get phone consultations with Doctors for reviews as per their request. My experience over the last 6 months has shown it is virtually impossible to get a physical appointment (non-emergency) and pot luck for phone consultations. In December 2022 I waited 4 weeks for a paramedic appointment as no Doctor appointments were available to be told I needed to see a Doctor. Today I phoned for a second time as per receptionist's instruction having called 4 weeks ago as per the GP's request when there were no available appointments. I was told once more that all phone appointments are now booked up to mid-May and I would need to call back again or request a same day appointment. It appears that phone appointments are block released but no one is able to say when these are released meaning it is easy to find yourself in a situation whereby no appointments are available time after time. This is an increasingly untenable situation to be in. I am concerned at the advice to call for an on the day appointment as I do not need an emergency appointment and risk taking this from someone else - that is if you can get through which is impossible. By the time you wait your turn all appointments are gone. I can see the surgery is still accepting patients however it seems unable to cope with demand. As a patient I am unable to access services, even at the request of the GP so I have no idea what to do next.
Visited April 2023
Review titled Tower House Surgery
Replied on 25 April 2023
Dear anonymous, Thank you for your feedback. Since last summer almost all of our appointments are patient choice as to being a phone call or face to face unless you are booking into a specific phone review clinic. Sadly due to the demand on GP services post covid we often run a 4 weeks wait for a pre-bookable appointment. Our daily appointments are not emergency, these are on the day bookable as well so please do not worry about taking them. Our pre-bookable appointments are released in a staggered manor to try and spread the availability, unfortunately even with our new GP's joining the team we could fill them twice over. We are aware that nationally there is a need for more GP's and we strive to ensure the patient needs are met. If you have an interest in having a say, please join our PPG Patient Participation Group where you can find out more on how things are done and what is being done to improve our service. As you have posted anonymously I can't offer further help but please do contact me through the website for further assistance. Kind regards Beth
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Review titled Very good practice
Rated 5 stars out of 5
by Marilyn Anne james - Posted on 01 April 2023
Both myself and my husband have always received excellent service from tower house. On this particular occasion the paramedic nurse went one step further. What was a serious concern to us reference our grandson was seen through and completed, care, skill and patience.
Visited March 2023
Review titled Tower House Surgery
Replied on 05 April 2023
Dear Ms James, Thank you for your feedback regarding the recent care for your grandson. It is lovely to hear this and I will certainly pass this onto Teresa. Many thanks Beth Sergiou Practice Manager