Tollgate Medical Centre
220 Tollgate Road, London, Greater London, E6 5JSContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Understanding Dr's
Rated 5 stars out of 5
by Chris Stacey - Posted on 13 June 2023
Afternoons tend to be very busy, but the service is very good. The two male Dr's I have seen recently both listen and care, they understand your issues and don't fob you off with pills. I'm so impressed with the level of care. The booking website has room for improvement
Visited June 2023
Review titled Tollgate Medical Centre
Replied on 09 August 2023
Dear Mr Stacey, Thank you for taking the time to leave us feedback. I am pleased to read that you are happy with the service and care you have received. We are constantly reviewing our systems and have recently introduced a new practice website which is easier for patients to navigate, the booking system remains but I can assure you that we are actively exploring other options. Yours Sincerely, William- Operations Manager
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Review titled Online System too unreliable
Rated 2 stars out of 5
by Ann A - Posted on 14 April 2023
Why have you limited access to the online system to a couple of hours a day? Some people work and can only access the system during lunch or evening times. Unfortunately these seem to be the times that you close the system down. Please think of working people!
Visited April 2023
Review titled Tollgate Medical Centre
Replied on 12 June 2023
Dear Patient, Thank you for your feedback, we have had to limit access to online forms to ensure that our clinicians can safely triage the forms, often this is due to sheer numbers of forms being submitted. We have recently made some changes to try and be able to leave the forms open for longer during the day. The forms are open from 7am till 10am in the morning, this was in the hope that this would give people who work the opportunity to complete a form. Yours, William- Operations Manager
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Review titled Phone and appointment waiting times are impossible
Rated 2 stars out of 5
by mark selis - Posted on 24 April 2023
Have tried to book appointment for my daughter 3 times now and waiting on the phone takes over 30 min. GP's are good and helpful but something needs to be done on waiting times. Simply stating (on the phone message) that "we have staff shortages" is not good enough and provides really bad customer experience. Today i waited 56 minutes ...
Visited April 2023
Review titled Tollgate Medical Centre
Replied on 12 June 2023
Dear Patient, Thank you for your feedback, we recognise that our phone system is dated and not always reliable. We are currently in the process of installing a new telephone system and we hope that this will go live at the end of July, we are confident that this will improve the overall experience. Yours Faithfully, William- Operations Manager
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Review titled Frustrating methodology for an appointment
Rated 2 stars out of 5
by Cimen Teale - Posted on 13 March 2023
You cannot make an appointment over the phone. Online appointments are difficult to manage. Diagnosis online is flawed and difficult to identify problem. Online systems are frequently down. Online supposed to mean accessible 24 hours. How to none techie people or elderly supposed to manage this system. Overall totally inefficient, making it difficult for patients. The GP practice is a business contracted with the NHS to provide a service. A service is not being provided. What has happened? It is as though you do not wish to see patients. You are Not providing an acceptable service to the community you are supposed to serve. If all patients get frustrated and walk away from your practice, then you will be out of business. Not a happy patient.
Visited March 2023
Review titled Tollgate Medical Centre
Replied on 12 June 2023
Dear Patient, Thank you for your feedback, recently we have been having to close the online forms to safely manage patient demand. We recognise that this is not always convenient for patients. It does clearly state on our website opening times for the forms, sometimes we may need to switch them off early. We have recently made some changes which has allowed us to keep them open longer. We have a different system for those patients who are vulnerable, and for patients who are unable to complete a form our receptionists will do it on their behalf. Patients who submit an online form are contacted within 48 hours either by a GP if classed as urgent, or reception if an appointment needs to be booked. Yours, William- Operations Manager
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Review titled Receptionist
Rated 2 stars out of 5
by Colin Cutts - Posted on 23 February 2023
I have been diagnosed with a hernia on a cardiac hospital appointment, on phoning the surgery I was told to fill in a form at 1pm when the website opens I was not asked my date of birth so the recponist could see I have been diagnosed with heart failure and at risk. I look forward to your response Colin Cutts
Visited February 2023
Tollgate Medical Centre has not yet replied.
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Review titled Terrible practice
Rated 2 stars out of 5
by Anonymous - Posted on 13 February 2023
Terrible service. Messages don't get passed on to relevant staff. You hold on the line to get through for at least 45 minutes. This practice is so unorganised. They still can't work out a system that works for the patients' needs. Poor management, who constantly make excuses for poor service and communication. Not allowing patients to book their own telephone consultations or face to face appointments is ridiculous. All other practices have this service. The doctors are just thinking about themselves and not what the patients want and need. No point in complaining to management, as they just apologise but no proactive changes will be made. It's not hard to work out that you need more receptionist and more phone lines. And yes, the practice can afford it if the partners wanted a well-run practice, but it means more money for them having fewer staff. Partners - please consider replacing your practice manager for one that has experience of running a good practice.
Visited February 2023
Review titled Tollgate Medical Centre
Replied on 14 February 2023
Dear Patient, Thank you for your feedback, as you have left this review anonymous I am unable to contact you to discuss your concerns. Should you wish to discuss this further, please contact the surgery and ask to speak with myself. Please try avoid calling early morning when we open and between 12 & 2pm if you want to avoid long waiting times on the phone. If you would prefer, you can send an email addressed to myself to information.tollgate@nhs.net. Often our receptionists are helping to complete forms hence the long waiting times to get through. We have run a total triage system at the practice for 3 years and for the most part the system works very well. We introduced this system as waiting times were 4 weeks plus. With current system many patients are consulted with within 48 hours from more urgent queries and up to 2 weeks if routine. There is lots of work happening behind the scenes regarding recruitment which is not easy in the current climate, we also hope to introduce a new telephone system in the coming months. I do believe that our practice is well-run and we strive for a good service, there are many practices in Newham and they may offer a different service that is more suitable to your needs. Yours Sincerely, William Powell HR & Operations Manager
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Review titled Great Practice
Rated 5 stars out of 5
by Greg - Posted on 07 December 2022
I was referred to Tollgate for a vasectomy. The initial consultation was respectful, informative and reassuring. The procedure was swift, painless and I was well looked after by the Doctor and nurse who carried out the procedure. I would recommend the surgery to anyone seeking a vasectomy. Very good experience for me. 10/10
Visited December 2022
Tollgate Medical Centre has not yet replied.
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Review titled Totally ignored my situation
Rated 1 star out of 5
by Anonymous - Posted on 15 November 2022
My left ear infection and swollen has been troubling me for several months. I was diagnosed by the audiology clinic that my left ear totally lost hearing capability, and my right ear also lost part of hearing, but can equipped with hearing assistant. The audiology specially wrote to my GP suggesting my repeatedly ear infection needs to be referred to the ENT. But today my situation was just ignored and was told my left ear is OK, but right ear is going to have hearing assistant. The letter by audiology was just ignored with the reason she is not a doctor, and insist the rule can only be referred to the ENT after three visits to GP.
Visited November 2022
Tollgate Medical Centre has not yet replied.
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Review titled Fantastic Surgery
Rated 5 stars out of 5
by Hayley Roberts-Pink - Posted on 15 November 2022
I would like to thank the entire staff, from the receptionist to the most amazing doctors. I have been very unwell and the practice has delt with my needs with urgency, compassion and professionalism. Thank you all. Love Hayley
Visited November 2022
Review titled Tollgate Medical Centre
Replied on 09 August 2023
Dear Hayley, Thank you for taking the time to leave us feedback, this is often a real boost for our staff. I am pleased to read you are happy with the service you have received. Yours Sincerely, William- Operations Manager
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Review titled Very Uncaring
Rated 2 stars out of 5
by Anne - Posted on 22 November 2022
I’ve had an infection for a few days. I’ve tried otc treatments but they haven’t worked. The gp who phoned me was totally disinterested. She said to just go to the pharmacy. Didn’t listen at all. Okay so I will leave my infection (let it get totally out of control) and then go to a&e Nice one!
Visited November 2022
Tollgate Medical Centre has not yet replied.