Thorneloe Lodge Surgery
29 Barbourne Road, Worcester, Worcestershire, WR1 1RUContact details and opening times
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Reviews
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Review titled Great doctors awful reception staff
Rated 1 star out of 5
by Anonymous - Posted on 12 August 2024
Can't fault the doctors themselves if you can actually get to see them or even speak to them. The reception staff seem to think they can decided whether or not you need to speak to a doctor at all. For reference I ended up in a&e with a severe medical problem because they simply wouldn't even let me speak to a doctor about my health issues quoting on the phone 'what do you expect a doctor to do for you' erm treat unwell patients perhaps. Or at least that's what I thought doctors were for. Practice is severely let down by the awful unkind rude and careless reception staff who will end up probably harming patients because they simply can't match the calls to the available slots so fob as many people off as possible. Surely this isn't what Thornloe has come to. The doctors are so happy to see their patients and genuinely care but what are they there for if you can't access them when in need. Blame levels of calls but you need to listen back to your phone calls and assess how you treat innocent members of the public. You wouldn't want your family treated like they are an incompetent inconvenience would you? Would complain but the complaint probably only goes as far as the reception staff and not to the doctors. Avoid if you can.
Visited July 2024
Review titled Thorneloe Lodge Surgery
Replied on 13 August 2024
Dear Patient Regrettably we are unable to fully investigate your recent experience with our reception staff due to the review being made anonymously. We do take feedback such as this seriously and would normally trace and listen back to phone calls when a concern like this is raised. We would be concerned if a “severe medical problem” was overlooked and not booked in with an appropriate Clinician/GP. It is certainly not Practice ethics to “fob as many people off as possible” I am sorry you felt this was the case when you called the surgery. I can assure you that all formal complaints are dealt with in accordance with the NHS complaints procedure and are subject to an annual review by NHS England. Complaints are fully investigated, and the Practice Manager is made aware of every complaint received. If the complaint relates to anything medical, it would also be referred to one of our GP Partners. Our complaints procedure is available on our website. Lynn Gleadall Deputy Practice Manager
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Review titled Saddened by the lack of care received
Rated 1 star out of 5
by Anonymous - Posted on 04 June 2024
I've been a patient of this surgery for over 10 years up until 5 years ago I never had much need of them just general appointments until I was diagnosed with lymphoma cancer & a large pituitary brain tumour since than I have suffered with dibilitating chronic fatigue & had to stop working. My gp was unable or not wanting to diagnose my chronic fatigue due to my other illnesses & was supposed to refer me to a fatigue clinic last year this was after I had been telling them of my condition for years it's also a years waiting list for the clinic they didn't refer me & gave no reason for this just apologised. I'm now sadly at the mercy of benefits system & due to this it's affecting my quality of life I tried to contact my gp today to book an appointment to speak to them about getting medical evidence as the property I'm living in is causing me a lot of stress due to symptoms of my fatigue namely sensitivity to noise. I'm told I had to email the request & can't have an appointment (I struggle writing due to concentration) I need to speak to my gp but they won't let me. I'm suffering three serious health conditions I feel let down & unsupported when I'm really struggling with things like metal health. I don't recommend this surgery from my experiences with them
Visited June 2024
Review titled Thorneloe Lodge Surgery
Replied on 06 June 2024
Dear Patient I believe we have resolved the issues you have raised . If you would like to discuss anything further then please feel free to contact the Practice and ask to speak with me On Behalf of Thorneloe Lodge Surgery Mrs L Patrick-Rivers Practice Manager
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Review titled Difficulty booking appointments
Rated 3 stars out of 5
by Anonymous - Posted on 20 June 2024
I ring up at 8am and find I'm 20th in the queue. After waiting 15 to 20 minutes I'm at the front, then I get the please wait message 6 or 7 times and then they hang up!!! This has happened 3 times now both to myself and my husband, it's rude and totally unacceptable.
Visited June 2024
Review titled Thorneloe Lodge Surgery
Replied on 20 June 2024
Dear patient Thank you for your feedback I am sorry that you found it difficult to get through to us at 8am this morning. 8am is a particularly busy time and unfortunately this does mean that calls are often held in a queue. I can assure you that we would never hang up on a patient. We do have a very intermittent fault when calls drop out. We do need to know the telephone number calling and time of the call for our telephone provider to investigate. If you would like to contact the surgery and ask for our Reception Supervisor to give these details, we can investigate further. We do offer an online consultation tool on our website or via the NHS app. This is a great way for you to contact us for non-urgent medical or admin requests and negates waiting in a call queue. Lynn Gleadall Deputy Practice Manager
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Review titled Unable to order prescriptions online
Rated 1 star out of 5
by Melvyn Ambrose Cyril Parkes - Posted on 17 November 2023
Unable to order prescriptions on line due to not having appropriate ID and unable to upload photo ID. I suppose I will have to make a special trip to the surgery for an inquest on who I am. What a waste of time, may be I wont get my medication and end up in Hospital. Unable to order prescriptions over the phone.
Visited November 2023
Review titled Thorneloe Lodge Surgery
Replied on 21 November 2023
Dear Patient, Thank you for your feedback. Please can you contact the surgery on 01905 726444 to resolve your problem quickly and efficiently with the Care Navigation Team. Kind Regards, Kelly Surridge Operations Manager