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 Access to make appointments
Rated 2 stars out of 5
by Jim Carter - Posted on 10 July 2023
I was instructed by Newham General Hospital to call today for results after a endoscopy procedure. Apparently still with doctors. This is fine. However no feedback because it maybe fine doesn't help the anxious patients waiting for results. Go back to the diary system when we can book an appointment., not this online form filling system. What ever happened to calling the practice. 4 positions available at reception but only 2used???. I could go on. The set up is the problem, not so much the doctors. Remove the online booking procedure, employ staff to take a five minute call, not wait ages to connect with someone. Phone bills! We were constantly told that covid was an issue now it's staffing. Get it right.
Visited July 2023
Review titled Tollgate Medical Centre
Replied on 09 August 2023
Dear Mr Carter, Thank you for your feedback, I have taken a look at our system and can see that your results were received and a call back was arranged with our in house Pharmacist 4 days later. There are 3 desks in reception, 2 of which are always occupied but we also have a switchboard away from the front desk where our calls are taken. We have recently introduced a new telephone system so this should improve your experience. Yours sincerely, William- Operations Manager
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Review titled Excellent service
Rated 5 stars out of 5
by Mr Patrick Holmes - Posted on 22 June 2023
I saw Dr Hastings on time and she was excellent understood my problem and gave me good advice how to resolve my current problem
Visited June 2023
Review titled Tollgate Medical Centre
Replied on 09 August 2023
Dear Mr Holmes, 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 Avoid phoning doctors go NHS111
Rated 2 stars out of 5
by Michael Smith - Posted on 21 June 2023
The doctor I saw was fantastic she did more for me than I expected but getting a appointment is a joke this on line consultation before you speak to a doctor takes to long when I’m not feeling well I would like to speak to someone within a day or two and then take it from there not have to wait over 9 days before I can speak to someone so I went on line to NHS 111 got a nurse who spoke to me on the phone within 2 hours who booked me a telephone with our doctors in 3 days time which lead to an appointment 3 days later
Visited June 2023
Review titled Tollgate Medical Centre
Replied on 09 August 2023
Dear Michael, Thank you for your feedback, when you complete an online form you should always receive contact from us within 48 hours, if you have not heard please give us a call. If you have a same day urgent issue we do have a system in which you can call the practice for help. All of our online forms are triaged by GP's on urgency so sometimes wait times can vary. Im unsure of the system used by 111 as they are unable to forward book appointments with us. I am of course glad you was pleased with the GP you see and the help you received. Yours Sincerely, William -Operations Manager
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Review titled Awful booking system
Rated 2 stars out of 5
by Anonymous - Posted on 17 June 2023
The booking system is dreadful! You need to fill up a form online between specific hours, if you don’t do it between the time frame you need to wait until the next day! Plus from the time of filling up the form they say you will be contacted in 24h . It’s a joke! Plus on weekends it’s closed! I think you should reconsider the filling up forms situation because it’s not good! Especially if you have children you are concerned about. Shouldn’t they have priority?? Shouldn’t they be seen without any useless booking system just turn up if they need help?!? I cannot fault the doctors but the booking system needs to be changed A s A p! It does not seem to work!
Visited June 2023
Review titled Tollgate Medical Centre
Replied on 12 July 2023
Dear Patient, Thank you for taking the time to leave us feedback. The online forms are open Mon- Fri 7am till 10am and 1pm to 4pm. We understand that this may not be ideal for all patients but they are open for 6 hours of each day and this is to ensure we can safely manage the volumes of forms coming into the practice. The response time is 48hrs and often can be quicker if the problem is more urgent. It would be unsafe to allow the forms to be open at the weekends as we would be unable to monitor them. We are not a walk-in centre and therefore do not operate on a 'turn up' and be seen basis. If you have trouble using the online system please visit reception and they will be happy to talk you through how it works. Yours, William- Operations Manager
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Review titled Practice overall clean and staff professional
Rated 4 stars out of 5
by Anonymous - Posted on 29 June 2023
Needed a quick appointment and got one within a short time very professional and thorough had an examination and two tests recommended and completed
Visited June 2023
Review titled Tollgate Medical Centre
Replied on 09 August 2023
Dear Patient, 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 Poor Appointment System and informing of results
Rated 2 stars out of 5
by Anonymous - Posted on 07 August 2023
The Doctors are nearly always great at this surgery (when you can see them) Needed to to get an appoint to check on a chronic managed condition. You cannot simply do this with the new website. This is about the fourth iteration of a software appointments system and by far the worst (the last was a lot better). You cannot book the appointment straight away. You have to navigate the website to try and find the correct part. The website is only open for a limited time and it is closed early if there are too many appointments (it does not state clearly on the website if its open or closed, so a lot of time is wasted). Test results (for example blood) are not sent back to you if they dont think action is needed. Which causes a lot of anxiety (you dont get a phone call, e-mail, letter etc.). Result that are near high are also not sent back. Got a Text message sent saying I needed statins and had high Cholesterol. I had taken a private blood test and knew this was not true. I was told the computer just sent this as I was over 50 and in a risk group. They confirmed my cholesterol was actually low. A very confusing text message.
Visited June 2023
Review titled Tollgate Medical Centre
Replied on 09 August 2023
Dear Patient, You are able to request an appointment for any issue via online consult, there is a generic form that can be used if you cannot find the problem listed. We have always used the same booking system for appointments since 2020 although we have recently changed our practice website to a more simple, easier to navigate system. Online consult is open for 6 hours each day and the opening times are stated on our website, also if you try to complete a form it will advise you that it is closed and when it re-opens. We do leave the responsibility with patients to follow up with their test results and if you do not hear from us this would indicate that they are normal but if they are abnormal we will be in touch. I am unable to look into your query regarding Cholesterol as i do not have you details but if you would like me to investigate please email us at information.tollgate@nhs.net Yours Sincerely, William- Operations Manager
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Review titled Wonderful doctors
Rated 5 stars out of 5
by Adriana Elena Ileana - Posted on 09 June 2023
I want to say that for me and my children I am very satisfied with the doctors and nurses and all the staff themselves. They are wonderful people who help you as quickly as possible and find solutions for anything, thank you and keep it up
Visited June 2023
Review titled Tollgate Medical Centre
Replied on 12 June 2023
Dear Patient, Thank you for your feedback, we are very pleased to hear that you are satisfied with the service. Its often a real boost for our staff to receive good feedback, I will be sure to show your review at our next practice meeting. Yours, William- Operations Manager
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Review titled Tollgate medical centre
Rated 3 stars out of 5
by G James - Posted on 15 June 2023
Not as good as it used to be hardly ever get to see the same gp twice in a row so you have to explain all over again
Visited June 2023
Review titled Tollgate Medical Centre
Replied on 09 August 2023
Dear Mr James, Thank you for your feedback, continuity if care is important to us at Tollgate and although it is not always possible to see the same GP (this will also depend on the urgency of the problem) we do advise patients to mention on the online form which GP they would prefer to see and we will try our best to accommodate your request. Yours Sincerely, William- Operations Manager
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Review titled Excellent practice
Rated 5 stars out of 5
by Anonymous - Posted on 11 July 2023
Whenever I have needed to use the practise, I have found the Doctors, Nurses and Receptionist staff to be very friendly and helpful. The only improvement that would be appreciated is reducing the phone waiting time to speak with reception. Thank you for your constant support and hard work!
Visited June 2023
Review titled Tollgate Medical Centre
Replied on 09 August 2023
Dear Patient, 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 Good clinicians
Rated 4 stars out of 5
by Jackie Merrett - Posted on 21 June 2023
Booking system long winded with callbacks to make appt. Too many conditions on times certain requests can be made. Online request system does not operate after certsin time. Once there, very good clinicians.
Visited June 2023
Review titled Tollgate Medical Centre
Replied on 09 August 2023
Dear Jackie, Thank you for taking the time to leave us a review, we use the system we have to ensure patients problems are dealt with by the most appropriate person, previously when appointments were being booked by the patient, waiting times were 4-5 weeks and wrong appointments were being booked. We now have various different clinicians at the practice including Clinical Pharmacists and Paramedics and our waiting times are far shorter. The opening times for the online forms are staggered to ensure safety but are open for 6 hours per day, opening times are stated on our website. If you need help to navigate the online system please ask reception for help. Yours Sincerely, William -Operations Manager