Tower Hill Partnership Medical Practice 2021-09-11 Person 1 5 0

Towards the end of Covid restrictions I was in extreme pain with an arthritis flare up. I couldn't get through to speak to a doctor due to the restrictive booking system where you have to phone at 8am if you need to see a doctor and even then you are in a massive que and by the time you get to speak to anyone (which is almost impossible!) there are no appointments left for that day. I was in so much pain in my anxiety I went to the surgery to try to even see a receptionist. On getting to the practice reception were locked into their own little behind an exterior intercom and were extemely rude even though I was in so much pain I was crying on their doorstep. Even the pharmacist next door to reception was shocked at how I was being dealt with as the lady came out to see if I was alright, I was not alright but I had to leave and make my way home on public transport in severe pain feeling like I wanted to kill myself I was in so much pain. On returning home I phoned 111 service who sent out an ambulance. Paramedics were really nice and understood my dilema, I didn't need an ambulance I needed GP support. Paramedics told me the GP'S service could be considered as neglect of duty. They managed to get a doctor from elsewhere to contact me with advice. I was basically told to go away byTower Hill as there was nothing they were prepared to do to help me. Their receptionist patient service is atrocious. Rude and condescending, I would never recommend ANYONE to register with this practice.

EVERYTHING - TOTAL RUDE RECEPTION STAFF - Consider re-staffing and customer service training. Your 8 a.m. phone in service in no way takes into account working patients who cannot sit on the phone for 2 hours on the way to work only to no get an appointment.