Church Lane Surgery (Braintree)

Amazing healthcare team with heart and compassion

I was initially apprehensive about switching medical practices after relocating and hearing some negative feedback about Church Lane. However, I'm thrilled to say this has been an incredible decision! The reception staff are absolutely wonderful - compassionate, understanding, and genuinely caring. Every doctor I've seen takes the time to truly listen and never makes me feel rushed, which is crucial since I'm managing complex medical needs while living with cancer and requiring regular implant appointments. They're remarkably empathetic, appreciate my dark humor, and are incredibly perceptive about my emotional state, always ensuring they make time for me. The online booking system is seamless and I consistently secure timely appointments. I wish more patients understood the concept of triage and recognized that healthcare staff are professionally trained to prioritize urgent cases. When waiting rooms seem slow, it's important to remember that someone might be experiencing a profound personal crisis - perhaps dealing with loss or supporting a distressed child. Patience, kindness, and mutual understanding can transform the healthcare experience. Massive thanks to the phenomenal reception team, nurses, and doctors - I'll be bringing in plenty of biscuits to show my appreciation! x

Frustrating healthcare nightmare with zero communication

Their customer service is utterly abysmal, and their website is completely dysfunctional. Even after struggling to navigate their site - since they never pick up phone calls and only want to communicate via text - you'll just receive a generic message. I underwent a blood test three weeks ago, and every single time I attempt to request a proper consultation about my results, they merely send a text claiming the results aren't ready, forcing me to track down my own medical information. When I reached out to the blood testing facility, they informed me there's no public contact number, and that my doctor should be pursuing the results. I'm simply trying to obtain my blood test results after enduring an incredibly challenging process to even get tested, and it's painfully clear they have absolutely no concern for patients' health and well-being.

Terrible service that wastes my precious time

Absolutely worthless service. They promised to email a referral link but never followed through. Months ago, they claimed they'd contact me within a month, which never happened. When I followed up, they had my contact details wrong, forcing me to wait another month. Despite A&E sending a referral, they insist they never received it, leaving me to self-refer. During my blood test, I endured an additional 45-minute wait due to their delays. The list of incompetencies continues. They assured me of a callback within a week, but predictably, no call came. Getting through to their support takes 20 exhausting minutes, only to be dismissed and left unresolved. Completely ineffective. I'm now forced to call again just to obtain the basic link I was originally promised.

Worst medical experience ever shocking negligence exposed

An absolutely incompetent and indifferent medical practice that represents the worst of healthcare negligence I've encountered. They deserve to have their license revoked or, at minimum, face a thorough investigation. I've never experienced such a shockingly substandard service from individuals claiming to be professionals. My strongest recommendation is to steer clear of this surgery and seek medical care elsewhere - making that choice could potentially be life-saving.

Compassionate care during my challenging medical journey

Despite frequent visits over the past couple of years, which have been less than ideal, I'm appreciative that the personnel consistently maintain a positive, welcoming demeanor. Their compassionate approach and attentive service have been a bright spot during my repeated encounters.

Frustrating phone system with terrible customer service

Contacting this organization by phone is an exercise in frustration. Their recorded message is excessively long, and scheduling an appointment requires navigating a restrictive online form that's exclusively available at 7:30am sharp. Once appointment slots fill up, the form becomes inaccessible, and phone calls go unanswered. While their online triage system for appointments works smoothly, their overall customer service is woefully inadequate. The process is particularly problematic for elderly individuals who may struggle with internet technology. The website claims their online form provides "flexibility," but this is patently false. The narrow window of availability means only those who can immediately complete the form at 7:30am will succeed. This approach completely disregards people with varying schedules or limited internet access. The so-called "flexible" system is anything but, effectively shutting out many potential users who need their services.

Worst medical experience ever horrific care

Absolute disaster of a medical facility, completely inept from top to bottom. This place desperately requires a total overhaul, including replacing every single staff member and healthcare professional to have any chance of providing acceptable care.

Fantastic medical team with exceptional scheduling skills

Accommodating and personable employees consistently manage to schedule consultations that fit my requirements precisely when I'm in need.

Frustrating medical practice with terrible communication skills

I recently received a text from the surgery requesting blood pressure readings, so I diligently tracked them in a spreadsheet over several weeks. When I tried to obtain their email address to avoid traveling during the pandemic, they responded, "We don't have an email address." Are they living in the past? What is the Practice manager doing? It seems they haven't invested any thought into modernizing the practice over the past year. This is supposed to be the digital era. This surgery is abysmal. They take an eternity to answer calls, even when they've specifically requested you to contact them. Their internal communication is shockingly poor. Despite government guidance to use NHS services normally, they prevent patients from seeing a GP. They appear chronically understaffed, rarely having more than two doctors on duty, and often just one, which explains why appointments are impossible to secure. If not for Kate Rice, a sole beacon of compassion and empathy, I would have abandoned them entirely. They seem to forget that patients are paying for this dismally inadequate service.

Compassionate care that truly makes a difference

I've been thoroughly impressed with the care at Church Lane Surgery, with both the nursing and medical staff providing exceptional service. The practice has notably enhanced its quality since my initial registration in 2021. Most recently, Nurse Practitioner Sam (whose surname I'm unaware of) has been outstanding. She's an attentive, comforting professional who creates a welcoming environment for discussion. Her support has been instrumental in addressing my mental and physical health challenges, especially when I was approaching a critical stage. I'm genuinely grateful for her intervention!

Worst healthcare service ever disappointing patients

Absolutely abysmal service. Their communication regarding appointment bookings is non-existent. You're left hanging on the phone for ages, only to have them unceremoniously cut the call after an hour. The NHS specifically requested I schedule a GP appointment for blood tests, yet these guys have left me waiting for days without any confirmed date. To make matters worse, when you dare to voice your frustration about their terrible handling, they respond with extreme rudeness and zero professionalism.

Painful medical neglect leaves patient in desperate need

Absolutely dreadful encounter with this medical facility today. Despite being a long-standing patient, I've been abandoned in excruciating pain, potentially facing a critical medical complication. Throughout this ordeal, my comprehensive medical background has been completely disregarded. Neither the general practitioner, reception staff, nor management have shown any inclination to listen or address my concerns. I'm now left suffering intensely, with no home visit scheduled for up to five days - a situation that is completely unacceptable and utterly inappropriate.

Worst medical practice ever terrible customer service

Complete disaster, most incompetent medical practice in the entire country STAY AWAY! Despite being first in line, I've been stuck on hold for over 40 minutes, and when someone finally picked up, they rudely apologized for being busy and immediately disconnected the call!!! UNACCEPTABLE!

Worst healthcare experience ever terrible service

A dreadful medical practice that utterly failed me throughout January. I was unable to secure any appointments, ultimately leading to a two-week hospital stay with Pneumonia. After discharge, I continued to struggle getting consultations for consecutive throat and chest infections, with legitimate concerns about potential illness recurrence. Even the 111 service arranged a GP callback, which was arbitrarily postponed without any communication. When I followed up, the receptionist's dismissive response was to suggest A&E, as if I hadn't already been forced to seek emergency medical intervention repeatedly! Their entire approach seems completely pointless - a shockingly inefficient service demonstrating zero compassion for registered patients. Their lack of basic medical support is inexcusable. Absolutely zero stars would be an appropriate rating for this abysmal healthcare provider.

Friendly doctor makes healthcare a pleasant experience

Recently became a patient at this medical practice. The physician I consult with is incredibly welcoming and supportive. I'm thoroughly satisfied with the care and assistance I've been provided 😀

Frustratingly slow service from this company

Their pace is incredibly sluggish, with everything they do moving at an absolute crawl. Processing times are painfully drawn out and inefficient.

Terrible service and unhelpful medical staff

I'm dealing with a frustrating situation where my daughter has sustained an arm injury. Despite my attempts to secure a medical consultation, the practice has been completely unhelpful, simply directing me to go to the Accident & Emergency department. This seems counterintuitive, as A&E typically requires urgent cases, and I'm seeking a proper appointment. In my experience, this is absolutely the most ineffective and poorly managed medical practice I've ever encountered.

Terrible customer service ruins entire experience

Personnel display an extremely discourteous and unpleasant demeanor. Upon attempting to contact the business via telephone, no representative is available to respond.

Quick and pleasant medical visit

Scheduling was a breeze, the front desk staff were welcoming, and the physician was excellent. Overall, a positive medical visit.

Smooth service and quick help at church lane

My experience at Church Lane has been a bit of a rollercoaster (I miss the days of St Lawrence, which was consistently reliable), but today was a fantastic visit. I submitted an Anima request right when they opened, and by just after 8, I received a message saying I'd be contacted. By 8:30, I got a phone call inviting me to come in at 9:30. I met a wonderful doctor (whose name escapes me, though I think it might have been Katherine?) and walked away with prescriptions addressing both of my health concerns.