Church Lane Surgery (Braintree)

Helpful lisa saves the day at gp surgery

Update: 18.10.23 I must say the service has significantly improved 👏🏻 They're always willing to help within reasonable limits. You can quickly secure an appointment callback after using their system. While some doctors are excellent, others don't quite meet the same standard in my view. The reception staff are remarkably better, and I want to highlight Lisa, who is absolutely wonderful. She genuinely listens and shows real consideration. Once, when I was the last patient and they were closing, I felt anxious about being seen, but she was incredibly reassuring and understanding. GP surgeries desperately need more professionals like her! Previous 8 months ago 1*: During my initial registration attempt, my call was answered promptly, and the receptionist was friendly and helpful. I hoped this positive experience would continue if we managed to register here. Although it's a bit of a journey for us and not our closest GP, all other practices aren't accepting new patients. We can't register at Mount Chambers, Blandford, or Blyth Meadows... we might even need to look for services back in London! Sadly, after that first interaction, everything deteriorated rapidly. The receptionists became rude and confrontational. The situation became so unbearable that I had to escalate my concerns to the manager. Their service was inconsistent, unprofessional, and entirely unwelcoming. They were dismissive and difficult. I even had to challenge one receptionist about their own form's clear guidelines when they refused to let my partner join, citing a tenancy agreement issue. Their own documentation explicitly states that a tenancy agreement is acceptable within a specific timeframe, which we met. Their excuse about potential document forgery was ridiculous - any ID could theoretically be fake. Moreover, it's entirely possible to register with a GP without providing ID, which I thoroughly researched and confirmed.

Fantastic experience with top-notch customer service

Exceptional customer care and delightful employees - they've consistently been reliable and haven't given me any cause for complaint.

Reliable clinic with caring and professional staff

Exceptional customer care with consistently available scheduling that meets my needs. The medical staff demonstrates a high level of professionalism and expertise.

Finally a medical centre that actually cares

I'm a recent patient at Church Lane surgery, and the contrast with my previous healthcare provider, Blandford Medical Centre, is remarkable. At my old practice, I'd only seen a doctor twice in four years. Despite an empty waiting room, securing a face-to-face consultation was impossible, and phone communication was equally frustrating. Eventually, I decided to switch to Church Lane surgery, and the difference is truly significant. The reception staff are incredibly friendly and supportive, and the doctor was equally personable. Unlike my previous experience, this practice has a bustling waiting room. Within just a few days of registering, I secured a face-to-face appointment. They've efficiently managed my medication, and I've already scheduled another in-person consultation for another matter. I left feeling genuinely cared for, a stark departure from the sense of neglect I experienced at Blandford Medical Centre. I couldn't be more satisfied with my new healthcare provider.

Helpful receptionist saves the day for prescription

I want to express my gratitude to Victoria at the front desk for her helpful and swift action in resolving an issue related to my mother's medication.

Smooth online booking but digital divide concerns

To be fair, they've improved their service with the new digital scheduling platform, which functions smoothly and ensures you get an appointment quickly. The receptionist during my recent visits has been exceptionally pleasant. However, I'm concerned about how individuals who aren't tech-savvy or lack reliable internet connectivity might manage this new system.

Worst medical communication experience ever

I'm utterly frustrated with this medical practice's communication. Yesterday, I left a voicemail for my partner about test results and asked her to call back. When she did, a receptionist insisted she must use their app at 8am the following morning. I called and was informed she would receive a call at 10am. After waiting 90 minutes with no contact, I'm currently stuck on hold. I've been waiting as caller number 1 for 25 minutes already! Steer clear of this incredibly inefficient service!!!

Best general practice ever experienced

I've exclusively had positive encounters at this practice. The staff consistently provides attentive service with rapid problem-solving. Compared to other medical centers I've visited, this is undoubtedly the top general practitioner's office. They are always incredibly eager to assist me, and the facility itself is impeccably maintained and organized. Their operational approach is markedly superior to alternative clinics I've experienced.

Worst product ever absolute garbage

This product is an absolute disaster. I'm beyond frustrated and would rate it zero stars if that were possible. Complete waste of money and time. Avoid at all costs.

Frustrating delays ruin healthcare experience for seniors

Every time my mother schedules a medical consultation, she's given a specific appointment slot, but invariably ends up waiting around for nearly 60 minutes before actually seeing the doctor. This frustrating pattern has repeated multiple times, and it's absolutely unacceptable!!

Improved service and online booking at church lane

In the spirit of fairness, I feel compelled to highlight the positive changes at this medical practice, despite my previous critical reviews. The Anima online booking system is now functioning smoothly and appears designed to help staff better assess patient needs. I appreciate how this approach could potentially reduce unnecessary visits, which often crowd doctors' waiting rooms. While the system works well for me, I recognize it might pose challenges for less tech-savvy individuals, particularly older patients or those uncomfortable with smartphone technology. Nevertheless, noticeable improvements have occurred at the surgery. During my recent visit, I witnessed an interaction where a patient was becoming confrontational with the receptionist due to confusion about the new online system. Having been in their shoes before, I now understand how counterproductive such behavior can be. The reception staff are simply doing their job and aren't responsible for policy decisions. It's clear that frustration with the new booking process can manifest as misplaced anger, though this doesn't excuse rudeness. The parking situation remains problematic - the car park is tiny and practically impossible for anything larger than a compact car. However, setting aside this persistent issue, the overall experience has definitely improved.

Pharmacy failure puts my health at risk

Abandoned without critical medication right before a long weekend, leaving me utterly frustrated and appalled by this repeated negligence.

Horrible experience with unprofessional and disrespectful staff

Zero stars would be a more accurate rating if possible. Absolutely the most terrible surgical experience imaginable. The staff's rudeness is beyond comprehension. I've since switched to a different practice, and the improvement is astronomical. If this is your current medical provider, I strongly urge you to seek alternatives - you shouldn't tolerate such unprofessional behavior and negligent treatment.

Terrible service from this incompetent medical practice

Utterly unbelievable! I'm attempting to help my brother get a referral, and they expect me to handle the process myself. I've been in limbo for a month and a half, eager to dial the number if only the company could actually schedule an appointment! I've filed a complaint and I'm still waiting for any acknowledgment. This is precisely the kind of service you'd anticipate from a privately managed medical practice - just another example of incompetent corporate mismanagement! I rang today, anticipating a lengthy wait, only to discover they're completely shut down for staff training!!

Frustrating medical experience with unhelpful staff

Absolutely appalling experience trying to book a medical appointment! I repeatedly called their office, and when I finally showed up in person, the staff seemed more interested in socializing than addressing patient needs!

Transformed from frustration to medical magic

Now a 5* For four years, I've been a patient at this medical practice, and previously, scheduling appointments was an absolute nightmare that left me incredibly frustrated with their service and the challenges of seeing a doctor. HOWEVER, their new online booking system is a game-changer. While it takes some getting used to, the response times are now incredibly quick. Since its implementation in September, I haven't had a single request go unmet on the same day - whether for administrative or patient needs. I consistently receive a same-day call or an in-person appointment when necessary. The system allows you to easily book non-urgent appointments and seek help for minor issues without having to take time off work, as you can now simply send a picture. Truly outstanding service. This surgery has transformed from a 1* experience to a 5* in just half a year!

Frustrating phone system with constant disconnections

While the Anima system functions adequately, albeit somewhat cumbersome when I need to make a call, I've frequently been abruptly disconnected just as I'm about to connect. I can clearly hear the phone being picked up and immediately dropped, forcing me to restart the entire waiting procedure. Colleagues have shared their negative encounters with this medical practice, which is prompting me to seriously consider changing providers.

Fantastic surgery with caring staff and smooth service

I've been with this surgical practice for three years, and I can confidently say it's continuously getting better. The staff are consistently helpful and welcoming. The new general practitioner, Dr. Akingbo, is both efficient and compassionate. Their updated appointment system, featuring phone bookings and online form submissions, has significantly improved the triage process. When I share my positive experience with others, they express envy, especially given their frustration with the traditional early morning phone rush for appointments - which I imagine must be less stressful for the staff as well. Keep up the excellent work, and here's to continued progress. Wishing everyone a wonderful Christmas!

Terrible service that left my child without care

I've encountered the most abysmal GP practice imaginable, and today was the final straw. My 6-year-old is seriously unwell. Due to a road accident and subsequent closure, we arrived slightly late for her 5:10pm appointment. I attempted calling multiple times, consistently finding myself tenth in the queue. I meticulously documented the road closure with time-stamped photographs, clearly proving our delay was legitimate. Upon reaching the surgery, the receptionist's demeanor was utterly heartless. With zero compassion or effort to find an alternative solution, she flatly declared the doctor's clinic closed. Consequently, I'm now forced to take my daughter to A&E just to obtain a simple antibiotic. I've formally lodged a complaint with NHS England and sincerely hope that eventually, someone will investigate and expose the complete dysfunction of this clinic from a patient's perspective.

Frustrating healthcare system that needs major reform

Forget about trying to reach out to medical professionals through conventional channels - you'll hit nothing but roadblocks. There's a fresh approach they want you to engage with, and it's nothing short of confusing. With procedures like this surgery, the National Health Service has become a complete mockery.