Thorkhill Surgery

Once you get to see a doctor or a nurse the service is very good. However, the receptionist staff don't seem to pass on messages about other issues or be very prompt about dealing with paperwork. They seem to decide for themselves how to deal with certain requests. Perhaps a better admin system and more admin training is needed. Privacy is not great either when discussing sensitive issues at the reception desk. The practice suffers from being small and therefore the few doctors there are possibly overstretched.

They have a great on line appointments scheme set up, so you can book the time that suits you. For emergency appointments never had a problem if I needed to see a doctor on the day. Dr Mitchell does minor surgery she is a brilliant doctor. They have an active PPG group to represent the patients.

Always been happy with the level of care and ease of getting appointments

I have always found the care to be good at Thorkhill surgery. I have managed to get appointments when I have needed them, particularly when my children have been ill (which has been frequently as one had very bad asthma when little). I have valued the ongoing and connected care provided by all the staff and the pragmatic advice I have been given on many occasions, particularly when I needed to get a specialist referral to Kings for my chronic condition for which they have a specialist clinic. Some of the reception staff are very friendly and helpful while others can at times be less sensitive and provide advice which is contrary to NHS Choices which may be off-putting to some patients. The nurses, in my experience have all been great.

The office staff seem to forget that there is a sick person at the end of all requests. A fax for information was received by Thorkhill Surgery on 1st May and today is 26th May and this has still not been addressed. My daughter is waiting for an operation and this information is critical to the surgeon who cannot carry out the procedure until he receives it. On calling Thorkhill and asking to speak to the practice Manager, I was informed there isn't one, that Dr Taki is handling all enquiries but he is on holiday! When I asked if someone else could deal with an important enquiry I was told no as there was only one doctor and one receptionist in the building. GET SOME STAFF!! You care for thousands of patients so have the courtesy to put the infrastructure in place to handle this. I would NOT recommend this surgery to anyone.

Discharged from hospital with suspected heart attack rang surgery twice told no further action was needed so had to contact hospital to get a copy of discharge letter. I then rang surgery back still told me letter said no further action until I directed then to the bottom of the page. They then told me a echo request had be sent to Kingston hospital and to wait 2 weeks which we did I then contacted the hospital and no echo had been requested. Went up to surgery the next day to be told the lady that deals with all the problems isn't in and not sure when they are coming in maybe around 10/10.30am. I DON'T FEEL WAITING NEARLY 6 WEEKS IS ACCEPTABLE FOR AN ECHO CONSIDERING I'VE ALREADY HAD A HEART ATTACK BEFORE .