Church Lane Surgery (Braintree)

Compassionate nurse made my smear test bearable

Just underwent a cervical screening with Nurse Lorraine. My anxiety was high, but she was incredibly compassionate, offering guidance and comfort that truly helped calm my nerves. I have immense respect for healthcare professionals who dedicate themselves to providing such essential services. Typically, these examinations are extremely uncomfortable for me, but Lorraine made the procedure quick and painless, and I am incredibly grateful. A massive thank you to Lorraine.. her gentle approach and thorough explanation made all the difference to my experience.. it meant everything to me.. 😊

Quick and seamless medical request process

I'm struggling to understand the excessive praise, as my inaugural interaction with the Anima system was straightforward and seamless. They promptly arranged a callback the next day, and I was seen by a professional within 18 hours of my initial inquiry. My wait time in the surgery was minimal, lasting barely 10 minutes before being attended to. Overall, a satisfactory encounter.

Nightmare experience at braintree medical practice

I regretfully must declare that this medical practice in Braintree is absolutely dreadful. Following the immense struggle I endured to secure a referral to Broomfield Hospital, I would now prefer to face mortality than return to this clinic. I am planning to terminate my association with this surgery immediately.

Worst product ever avoid at all costs

Absolutely worthless, not even close to meriting a single star rating

Terrible service left me frustrated and desperate

They've implemented a new appointment booking system that requires website registration on Anima, completely eliminating phone bookings. It's absolutely ridiculous! The receptionist Lisa was incredibly unhelpful and kept robotically telling me to use their website. I tried explaining that I was attempting to do exactly that, but the system was blocking me because my GP details needed verification. She eventually claimed she had verified my details and that I should be able to log in, but I'm certain she just wanted to end the call. Predictably, I still cannot log in or schedule an appointment. As a pregnant woman urgently needing insulin, this situation is unbearably stressful. I feel completely helpless and abandoned. Their patient treatment is nothing short of appalling.

Smooth and quick medical registration process

After relocating to this neighborhood, we were looking to find a local doctor's practice. The front desk staff was incredibly supportive, walking us through each step of the registration process with clarity and efficiency. We were successfully registered in practically no time at all.

Fantastic care from compassionate nhs professionals

Don't be discouraged by the negative reviews about this medical practice. People are more likely to share bad experiences than good ones. I had a persistent health concern that I hesitated to bring up until it became urgent. When I called in the morning, I was ninth in the queue. While waiting - a common issue due to underfunded and overwhelmed public services - I eventually spoke with a helpful staff member who scheduled me an afternoon appointment with the doctor. Upon arrival, the receptionist was friendly and informed me of a slight delay. Shortly after, I was with the doctor who conducted a comprehensive examination and recommended further testing. The consultation lasted around 20 minutes, with the doctor seeming more focused on understanding my health than watching the clock. My test results arrived within 2-4 working days, followed by a telephone consultation. Another physician thoroughly explained my results, detailing the readings and outlining my next steps with complete clarity. I'm currently awaiting additional test results. My experience at Church Lane surgery has been outstanding, representing the best of the NHS - staffed by compassionate professionals genuinely committed to patient care. While individual experiences vary, it's important to acknowledge the excellent healthcare we're fortunate to receive. As I mentioned initially, don't let potential negativity deter you from seeking medical attention when needed.

Frustrating wait times and mixed customer service

Scheduling slots vanish before you can book. Phone consultations are booked weeks in advance. While certain front desk staff are courteous and supportive, others display a distinctly unhelpful attitude.

Terrible healthcare service that failed me completely

A complete mockery of a service. Incapable of handling a recurring prescription and utterly unresponsive despite spending hours attempting to contact them. It's absolutely astounding how healthcare services have deteriorated to this level. Managing daily medication should never be this complicated and frustrating.

Worst gp surgery in braintree with zero communication

Updated 13/07/2022. I'm truly at a loss to pinpoint whether the blame lies with the staff, management, or Virgin Health Care (recently rebranded), but this GP surgery might just be the most incompetent in the entire United Kingdom. Despite apparently receiving a reprimand from government authorities, and based on recent reviews and my personal experiences over the past four years since returning to the UK, virtually nothing has improved. Regrettably, when I relocated to Braintree, despite warnings from locals, this was the sole surgery accepting new patients after all others had closed their registration. With a background of mental health challenges, specifically depression, my initial appointment at Church Lane was quickly secured by physically arriving at 8AM (phone calls are futile). However, the GP seemed incredibly indifferent, essentially reducing our consultation to "take these pills, I'll follow up in a week and then biweekly". An initial follow-up occurred, followed by another three weeks later, after which communication abruptly ceased. Unexpectedly, six months later, an unfamiliar GP randomly contacted me, apparently reviewing "unclosed cases" and stumbling upon my file. Seriously!? When requiring a tetanus booster after a rusty nail injury, they initially directed me to Broomfield A&E and suggested taking a taxi when I explained my lack of transportation. Eventually, after my persistence, they administered the booster at the surgery. We're consistently advised against burdening A&E with minor issues, yet Church Lane seemed eager to redirect me. During another mild depressive period, appointment availability was non-existent, forcing me to contact 111, which miraculously prompted Church Lane to schedule a next-day appointment—contrary to their website's two-week waiting claim. Paradoxically, instead of their usual nonchalance, they overcompensated by contacting CRISIS and mental health support groups, resulting in overwhelming daily phone bombardments requiring me to disable my phone. A subsequent check-up call gave a fleeting impression of improvement, but predictably dissolved into silence. My most recent encounter—prompting this review update—involved a supposedly scheduled "online phone appointment" that simply... vanished. No communication whatsoever. The appointment's logistics remained completely unclear: Was I expected to initiate the call? Were they supposed to contact me? Was it a Zoom meeting? Absolutely no information was available. How could someone less technologically proficient navigate such ambiguity? Discovering my notification settings were inactive raised concerns about potential similar experiences for other patients. The ultimate insult came via an 8PM text: "You missed your appointment, we hope all is well"—demonstrating their capability to send messages they conveniently chose not to use earlier. Attempting to reschedule is now impossible, as their online system no longer accepts appointment requests, and everyone knows calling is an exercise in futility—endless hold times culminating in disconnection. What an absolute mockery of healthcare.

Terrible medical service leaving patients frustrated and unheard

I am utterly astounded by the abysmal service from this medical practice. Every single time I attempt to schedule an appointment, I find myself positioned around 17th in the queue, only to discover all available slots have vanished. After finally securing an appointment with a nurse for a routine blood pressure check related to my medication, I hoped to have my ears examined, but she conveniently "couldn't" help. Following a private audiologist consultation recommending I see my doctor, I called again. This time, being 7th in the queue seemed promising, yet I endured a grueling 57-minute wait. Upon finally connecting, I shared my medical concern, provided my date of birth, and was promptly disconnected. I am absolutely furious and completely speechless! Should my potential hearing loss result from their systematic incompetence and communication failures, someone must be held accountable for this potentially life-altering consequence that could have been easily prevented. My disgust with this medical practice has only intensified since the COVID-19 pandemic began.

Heartless healthcare professionals failed my dying mother

I've been desperately seeking assistance since my mother's passing two years ago, but this medical practice shows zero compassion beyond their own financial interests. The entire staff demonstrates such appalling indifference that they should be permanently barred from healthcare. Their behavior is utterly reprehensible and completely unacceptable.

Quick and caring medical service

Experienced some initial difficulty connecting via telephone, yet upon successful contact, received a prompt appointment that same day. The medical professional and front desk staff demonstrated exceptional assistance. Grateful to both individuals for their support.

Terrible service and uncooperative medical staff

The front desk staff were incredibly uncooperative and unhelpful. They refused to provide even a simple piece of paper for writing a letter, which they themselves had requested. I'm now unable to obtain my medical records, and I'm forced to wait an entire 28 days for something that my friend easily received within moments at his GP in Melbourne Chelmsford, where they simply printed it instantly. These employees seem completely disinterested in assisting patients, despite the fact that we all have jobs and responsibilities elsewhere.

Frustrating healthcare app fails at basic medication reorder

I've spent a week attempting to contact them daily without success. My sole aim is to renew my inhaler prescription, but the app blocks me, demanding I consult a clinician for a health review. They never informed me about this requirement beforehand. Each time I finally get through and select the first menu option, I'm greeted with a message that they're overwhelmed. It's absolutely unacceptable. This is certainly not what my National Insurance contributions are meant to support!!!!

Worst customer service ever terrible experience

Frankly, this product barely merits a single star rating. The customer support is completely useless, consistently brushing off my assistance requests. I experienced multiple call disconnections during an early morning call, and when I finally got through, I was ironically instructed to call back at the exact same time. Absolutely not something I would suggest to anyone else.

Terrible healthcare experience with unhelpful staff

Absolutely terrible customer service and communication. The information about appointments is completely inconsistent. The administrative staff shows zero empathy towards patients and deliberately creates obstacles during phone interactions. This facility urgently requires oversight from a quality control board to address its systemic issues. If you have any alternative options, I strongly recommend avoiding this place entirely.

Terrible service ruins great doctors experience

The telephone answering service was utterly appalling - I was left on hold for a staggering hour and a half starting at 8am before someone at reception finally picked up, and when they did, they offered zero apology and displayed a completely dismissive attitude. While the doctors themselves are top-notch, they are unfortunately undermined by the abysmal phone system and certain reception staff with incredibly poor customer service skills. When I followed up to inquire about a promised callback from the practice manager, I was informed that she had been in meetings all day and had already left for the day. Not a single staff member had the basic courtesy to contact me and explain the delay or reschedule the call.

Terrible customer service that wasted my time

Spent 30 minutes trapped in their phone queue, only to be abruptly disconnected without warning! After checking other customer experiences, it's clear this company operates with complete unprofessionalism and disregard for client satisfaction.

Surprisingly awesome healthcare experience at church lane

Initially, I was somewhat apprehensive because of the critical comments and other medical practices' criticisms, but I must emphasize my complete satisfaction with the Church Lane staff. They swiftly registered my entire family with remarkable efficiency. Every scheduled appointment has been punctual, and we've consistently received care from compassionate and attentive professionals.