East Hill Surgery

Made to wait half an hour for rushed appointment

I felt the clinician's approach was unprofessional and left me questioning their competence. When I attempted to raise concerns, the interaction became confrontational. This represents a second occasion where I have had a similar experience with this practitioner. I experienced a significant delay before being seen, with my appointment time passing before the consultation began, and the time spent with me was quite brief. I was clearly experiencing health difficulties at the time. I had been experiencing respiratory symptoms and discomfort for several days. Despite my obvious distress, after a physical examination, I was told nothing was amiss. Healthcare professionals should demonstrate competence and give proper consideration to patient concerns. This experience fell well short of what I would expect and was deeply unsatisfactory.

Quick appointment and felt properly listened to

Called at 9:20, appointment booked for 10, seen by 9:50, couldn't be better. The clinician was very thorough and super friendly.

Reception staff made me feel at ease

I had such a pleasant experience with a member of staff who made me feel so comfortable and at ease. They were lovely and made the whole appointment very relaxed for me. A wonderful member of the team, thank you.

Dismissive approach left me feeling unheard and unsupported

I have been attending this practice for my entire life, spanning three decades, and have noticed a significant decline in the quality of care since a particular senior clinician departed. During a period when I was experiencing considerable mental health difficulties, I felt dismissed when asked what support I was seeking, and was told that therapy alone would be sufficient without medication. The consultation became uncomfortable when the clinician raised their voice while asking a question I had difficulty understanding. Following a hospital admission for severe abdominal and back pain, I was initially advised to request blood tests and imaging from the practice. However, when I attended, I was informed these investigations were unnecessary and that my symptoms were likely heartburn, with no referral being offered for imaging. After lodging a complaint, I pursued the imaging independently, only to be told during a follow-up appointment that the findings were minor and nothing to be concerned about. The formal complaints process indicated a response timeframe of thirty days. I have decided to transfer my care elsewhere.

Nurse dismissed my concerns without examination

I'm unsure what happened during my visit. I attended my appointment with a sore throat and felt the healthcare professional didn't provide me with medication. I explained that I'd been experiencing symptoms for several days, but was told they knew better. I've now been unable to work for three days and remain unwell at home.

Helpful phone staff and quick appointment access

The staff members who answer the telephone are consistently courteous and helpful. The practice offers prompt appointments for those who call early in the morning, providing quick access to care compared to some other local medical centres.

Threatened removal over one missed appointment

Expressed concern about the practice's approach to managing my long-term medication arrangement, which has remained consistent for an extended period despite my stable condition. Also felt threatened by the suggestion of removal from the patient list following one missed appointment. I felt the practice did not demonstrate adequate care or understanding of my situation.

Rushed appointments left me feeling unheard

I visited this surgery on several occasions and found my overall experience to be unsatisfactory. During one visit, I saw a nursing staff member who was attentive, took time to listen to my concerns, and provided clear explanations. However, during another appointment, I felt the clinician was rushed and the consultation was extremely brief. I did not feel heard during this visit, and the appointment concluded very quickly without adequate time for discussion. I believe this is an area that requires improvement. Patients who have waited considerable time for their appointments deserve to have sufficient time with their clinician to discuss their health concerns properly. I was disappointed that my appointment did not allow for adequate consultation time.

Receptionists block access to doctors too easily

The practice has experienced a noticeable decline since the pandemic. Previously, the service was of a much higher standard. Accessing urgent appointments or speaking with a clinical professional has become increasingly difficult. The reception team can be a barrier to getting through, and their approach sometimes lacks empathy. When dealing with a health concern that persisted for several days, the initial treatment was ineffective, and it took a considerable time to receive a callback from a clinician. The current process feels inefficient, involving multiple stages and repeated contact attempts. The previous approach of attending in person, receiving a face-to-face consultation, obtaining treatment, and leaving with a sense of resolution was considerably more satisfactory.

Staff dismissed me without proper warning

The staff came across as unhelpful and discourteous. After being a patient at the surgery for approximately a decade, I was unexpectedly removed from the register because I missed a letter and failed to respond to their contact attempt. I had attended an appointment just a week prior and had been visiting regularly every few months due to ongoing ear-related concerns. Now that both ears are causing me significant problems, I'm unable to secure a prompt appointment and face a waiting period of around a week before I can see a clinician.

Staff were friendly and helpful

Excellent team 👍

Felt listened to and reassured at appointment

Recently relocated to the Colchester area and completed registration as a patient at this practice. I have attended two appointments since moving and received assistance from a clinician at the surgery. The service provided by both the reception team and the clinician was excellent. I felt heard during my consultation, and the clinician's approach helped me feel at ease and gave me confidence in the care I was receiving.

Repeated antibiotics without proper investigation offered

I have been experiencing recurrent urinary tract infections since late last year. I have attended the practice multiple times for this issue and feel that my care could have been more thorough. On each visit, I have been prescribed antibiotics without undergoing blood tests or being referred to a specialist. I expressed my concern that the antibiotics were not resolving the problem, yet the same medication continued to be prescribed. It was only after several repeat appointments that consideration was given to arranging an imaging scan. I am keen to relocate and register with a different practice.

Unhelpful advice and long waiting times

It's frustrating to receive advice to simply monitor your symptoms over the coming weeks without more immediate intervention.

Dismissed without proper investigation twice

I feel quite let down by this practice, despite having been a patient here since childhood, and I am now considering moving to another surgery. Last year, I was discharged without antibiotics for a severe respiratory infection, which deteriorated that evening and required me to call an ambulance to hospital. This year, I have experienced similar chest issues and was again sent home with only pain relief medication, no antibiotics, and subsequently required hospital admission for a serious respiratory condition with additional complications. I am disappointed that on the few occasions when I have genuinely needed support, my concerns have not been taken seriously enough. I feel my symptoms were not investigated thoroughly before being sent away. While basic assessments such as listening to my chest and taking my temperature are helpful, I only attend when I am genuinely worried about my condition worsening, and I do not feel adequately heard or supported. I have given two stars primarily because the appointment booking process is quick, but this feels meaningless when my health concerns are not treated with appropriate seriousness. The practice is aware of my respiratory history and should understand that respiratory illness requires careful consideration rather than dismissal. I feel this should have been handled differently.

Turned away with serious concerns unheard

The medical staff declined to see me when I attended with concerns about a suspected issue affecting one of my eyes, and I believed the situation could have been more serious in nature.

Quick callback and same-day appointment booking

I relocated to this practice from another surgery in the area and I find them to be excellent! I called to request an appointment, received a callback, and was seen that same morning. I required a referral which was processed straight away, and I received a call to arrange it later that same day. The service I have experienced has been outstanding, and I'm very grateful.

Reception staff dismissive of health concerns

I had a very negative experience at this surgery. I felt that the consultation was conducted in a manner I found rude and unprofessional. I was disappointed by what I perceived as a lack of basic courtesy and consideration during my visit. I believe that patients with medical concerns deserve to be treated with respect and dignity, and I did not feel this standard was met during my appointment. The overall experience fell short of what I would expect from a healthcare provider.

Reception staff could be more welcoming

It's a nice surgery but I found the staff member to be quite rude.

Same-day appointments and genuinely helpful staff

The practice genuinely exceeds expectations and represents the finest experience I've encountered within the NHS. Many of my concerns have been resolved promptly, often on the same day and sometimes outside standard hours. The clinical team demonstrates dedication and the entire staff displays genuine compassion.