Kelvedon & Feering Health Centre

Endless calls, zero customer service nightmare

Called repeatedly, over 140 times since early morning, and still unable to connect or reach anyone

Terrible service from unresponsive medical practice nightmare

I've been unable to get through to the surgery's phone line, with multiple attempts from Thursday to Tuesday just to schedule a telephone appointment. Despite being given a slot for Saturday the 22nd August on the Tuesday, no call was received. This surgery, like many others in England, is now owned by an American health insurance company called Centene, operating under the name Operose in the U.K. It seems that people are no longer the priority - profit has taken precedence. I'm left wondering who to contact when I'm unwell. Ironically, my veterinarian answers the phone every single time I call about my dog. Are patients now expected to resort to A&E just to speak with a medical professional or receive any form of treatment?

Terrible management ruins patient care and experience

Management's incompetence is severely undermining the staff's efforts. While initial challenges after the merger might have been understandable, ongoing issues continue to negatively affect patient care. The telephone infrastructure is completely dysfunctional. Patients endure 20-minute wait times only to be abruptly disconnected without explanation. The Clinical Commissioning Group must urgently intervene and address these persistent problems.

Terrible customer service and unreachable staff

I've been attempting to contact the front desk repeatedly over the last several days, but I'm getting absolutely nowhere. Every time I try, I either end up waiting on hold for 20 minutes or get a perpetually busy signal!

Frustrating waste of time with no help

Called repeatedly, nearly 240 times between 8:00 and 8:45 AM, desperately seeking an appointment. Finally got through, only to be informed that all slots for today have already been filled 😞

Compassionate receptionist saves the day at surgery

Following the merger of the two surgical practices, there have clearly been significant challenges with declining administrative processes and patient care, some of which have directly impacted my recent medical interactions. Nevertheless, my most recent experiences have been unexpectedly positive. During today's visit, I encountered an issue with my medication and required a GP consultation. Contrary to the typical unhelpful response I've grown accustomed to, a new receptionist demonstrated exceptional customer service. She was not only extremely cooperative in helping me resolve my prescription problem but also displayed genuine warmth and professionalism. Her cheerful demeanor and willingness to assist made a remarkable difference in my overall experience. Her politeness and respectful approach truly stood out. I am genuinely grateful for her help today.

Dedicated staff shine through challenging healthcare landscape

It's crucial to recognize that this medical practice is run by a profit-driven corporation. Only the truly compassionate staff members genuinely care about patient welfare. The overarching management appears indifferent to the health challenges of their clientele. We should pause and appreciate that we still have a medical facility serving these two communities at all!! Many patients have sought healthcare elsewhere - yet we must not abandon this struggling institution before it completely collapses. The Doctors, Staff, and Nurses are exhausting themselves to provide care for us. Considering the government's systematic funding reductions over the past decade, seemingly paving the way for privatization - let us hope these current conditions do not become standard practice. Tremendous respect to the entire Team!!!

Disappointing healthcare with poor management and service

The medical practice has some competent staff, but the overall management is utterly dysfunctional. Prescription processing is consistently neglected, and the telephone communication is perpetually jammed. Fundamentally, the facility fails to meet even basic operational standards.

Terrible healthcare service with dangerous communication failures

Their customer service is a complete disaster, and I've been stuck on hold for nearly an hour with no response, which is par for the course. They mishandled my elderly mother's medical information by unexpectedly revealing critical blood test results indicating kidney problems without any sensitivity or preparation. To make matters worse, they delayed sending her prescription for five days and neglected to forward her referral to an orthopaedic specialist for an entire month.

Terrible phone service at medical surgery ruins patient experience

I am deeply disappointed with the current state of our medical practice. It's unbelievable that I can no longer reach anyone by phone when I need assistance. On Thursday, October 31st, I began attempting to contact the office about a prescription, and I finally got through on Monday, November 4th, after waiting nearly an hour until 2:15 pm. I desperately want our previous excellent service restored. While I recognize the practice may be busy, surely responding to phone calls is a fundamental expectation. Each time I tried to connect, I was left waiting 20 to 30 minutes before giving up in frustration.

Frustrating phone system ruins otherwise great service

The front-line staff are absolutely delightful, but the phone infrastructure and call center representatives require significant improvement. Throughout the day, the phone lines are consistently busy, and when you finally manage to connect, you're left waiting for over an hour and a half before anyone acknowledges you. The phone staff often sound irritated, which is perhaps understandable, but this attitude ultimately creates a deeply unpleasant interaction.

Frustrating phone system ruins medical practice experience

Ever since the practices combined, securing an appointment has become incredibly challenging. On Monday, I encountered a perpetually busy phone line and dialed over 60 times before finally getting through. After enduring a 10-minute hold, I eventually spoke with a receptionist. Miraculously, I managed to book an appointment for my 4-year-old - and "relieved" doesn't even begin to describe my feelings! The practice desperately needs to either increase their administrative staff or modernize their telephone infrastructure. Their online booking system is completely non-functional for me. The silver lining is that the doctors themselves are exceptional - compassionate and highly professional - but only if you can successfully navigate their frustrating communication system!

Frustrating healthcare service with impossible appointments

I am extremely frustrated with this Health Centre due to the absolute difficulty in scheduling an appointment. The situation has drastically deteriorated following the merger of the two medical practices.

Terrible scheduling and impossible to book appointments

Repeatedly frustrated by the inability to secure a time slot, despite following the receptionist's guidance to call precisely at 8 AM. Spent 20 minutes dialing repeatedly between 8:00 and 8:20, only to be informed that all available appointments had already been claimed for the day.

Compassionate care and support for diabetic patients

The medical professionals and personnel here have impressed me during my first year with the practice. They're consistently efficient, particularly with managing repeat prescriptions and scheduling appointments. I'm updating my previous review to confirm that their service remains excellent. The diabetic clinic especially stands out - I was having considerable difficulties, but a truly exceptional diabetic nurse provided me with invaluable guidance and support. Kudos to the entire team.

Caring doctors who truly understand patient needs

The staff here are consistently supportive, approachable, and genuinely committed to providing the best care possible. Having been a local resident for more than a decade, I've never encountered any issues. While scheduling an appointment can be challenging, it's important to recognize that we're not the sole patients seeking medical attention in our community!!!! I've always felt well-supported and find the entire team to be absolutely wonderful.

Terrible healthcare system failed my suffering husband

My spouse has been attempting to secure a medical consultation for 21 days and is now experiencing excruciating pain, forcing a hospital visit tomorrow. Meanwhile, the medical staff criticize patients for supposedly squandering hospital resources—what alternative options are individuals left with???