Acorn Group Practice

29-35 Holly Road, Twickenham, Middlesex, TW1 4EA 47 reviews

Reviews

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Written by a patient
25th April 2016


It is really difficult to get an appointment at this surgery. When you call you are lucky when you only have to wait 5 minutes to speak to someone. I had to wait 22 minutes listening to music until somebody answered my call only to tell me that there are no appointments left for the week. They do say call at 8:30 in the morning but I had to try 21 times only to get through and then had to wait a further 15 minutes listening to music. On top of that the reception staff are rude to you on the phone, seriously people that call the surgery need help and you are rude to them. Once I called them and thought I was lucky because they answered my call within 3 minutes. I spoke to a receptionist said why I was calling but didn't mention my name. The reply was: O.K. hold on. And the phone was put down. I could hear typing and talking, people answering phones. I even said 'Hello!?' three times but no answer. And 12 minutes after 'O.K. hold on.' they hung up on me. So I had to call again. The doctors have been very helpful but you are lucky if you get past the receptionists.

30th June 2016
Response from Acorn Group Practice

Recently we have decided to audit the number of calls and the telephone system. We hope to introduce some changes to improve this situation. Receptionists endeavour to answer as many calls as promptly as possible and therefore may have left an impression of being unhelpful. I am sorry if this has happened to you.

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Cleanliness
Staff
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Written by a carer
25th April 2016


Quite possibly the rudest receptionist's ever! When ever calling they don't even give you the opportunity to talk before saying 'Hold on' and then leaving the phone on the side for over 10 minutes. Whilst the doctors are very friendly and helpful, the receptionist's seem to make things as difficult as they can for their patients and show absolutely no compassion for them treating them like an inconvenience rather than human beings who actually have health issues and requiring help. I think training is needed in order to teach them how to communicate with patients. Patients aren't calling to be a nuisance, they are calling because they need medical care! We were promised an urgent call back the other week and even when we chased up were rudely told we will have to wait and we 'may' be called back the same day despite the urgency. After 4 hours the doctor called and after explaining the same situation to him was told it was indeed urgent and I had to get off the phone and call 999 for an ambulance immediately. This is just one example of many problems with this surgery over the last year. I really hope the staff there do not ever have to experience what we have when they need medical help

30th June 2016
Response from Acorn Group Practice

Thank you for your helpful feedback about training which the receptionists do attend. We are looking at ways to give the receptionist more time with the patient enquiry and to reduce the volume of telephone calls. I do appreciate the anxiety this has caused and we will look further into this.

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Staff
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Written by a patient
10th April 2016


I have been a patient with the Acorn Group Practice for around 25 years or so and can't speak highly enough of the Doctors and accompanying staff. I have been treated with respect, care and understanding through the years as have other members of my family. On several occasions the Doctors have gone out of their way to support me. The Surgery is well staffed, clean and modern. It's very central in Twickenham, easy parking a few minutes away and well served by public transport.

Recommend
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Cleanliness
Staff
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Written by a patient
24th March 2016


Hello, March 24th 2016 I have a 5 month old daughter and I had an appointment with Dr Jackson to discuss her illness this morning. I would like to thank Dr Jackson, he has a lovely, happy nature about him and was fantastic with my daughter. He totally reassured my mind especially being a first time Mum. I feel very lucky to have this surgery!!!! Am very grateful to you all!!! Laura Cannon

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Cleanliness
Staff
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Written by a patient
16th February 2016


Brilliant!! Best one in Twickenham.

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