Orsett Surgery

Reception staff could be more welcoming

The receptionist's manner was extremely unwelcoming and fell well short of what you would expect from someone in that role. The level of customer service provided was disappointing and detracted significantly from the overall experience at the practice. The interaction was unpleasant enough to leave a lasting negative impression. It would be beneficial if the practice reviewed its approach to patient interactions and staff conduct, as the current experience suggests there may be room for improvement in how patients are treated. This is unfortunate, as a welcoming environment is important for any healthcare setting.

Reception staff could be more welcoming

Why is the reception staff at this practice known to be so unwelcoming? I found the interaction quite unpleasant. The staff member was dismissive towards me this morning, as though I was somehow responsible for matters unrelated to my visit. It's not my responsibility to manage their workplace frustrations.

Awful practice - gone to the dogs

Wow, i have been with this surgery for one Dr and one Dr only. Todays phone calls and visit have 100% made my mind up that i am leaving this surgery after more than 25 years. The reception team are rude and arrogant and obviously feel they have studied medicine themselves (as its certainly not manners and people skills). As a family we have had issue apon issue with this dr surgery and i am the last to leave. Triage is a joke as it can only be done online between 8am and midday (unless they have 75 applications and they shut it). For all the fun and games they where having after their lunch being shut between 2-3 ("get some tunes on" was heard from the staff at one point) there wasn't a sole in the place but me. 20 minutes late for the appointment, what appeared to be a jr dr who really didn't know how to listen to someones chest, asked me if i was from a medical profession as i knew what i needed (well i have suffered from similar after starting the same way 5 times). I was then told the medication would be with the pharmacist within 30 mins. 30 mins and it wasn't there so i went away for half an hour only to be told it wasn't there later either. When you feel really ill (the only reason i will visit a dr), the last thing you need is to hang around in a pharmacy. On phoning the surgery i was told that i needed to speak to their dispensary (in the same building and actually next door to the reception) and i replied that it was to be dispensed at Boots not their pharmacy. I was told to "listen to what she was saying and to phone their dispensary". I hung up before she could finish as i found it rather condescending to say the least. The dispensary where equally helpful and said it was sent over earlier............low and behold it appeared on Boot's system just after my call. Enough is enough, time upon time i have defended this surgery, but the truth is, they are rubbish as a whole

Reception staff discussed me within earshot

I attended an appointment and experienced inconsistent behaviour from staff members. While one staff member was pleasant initially, I later overheard conversations in other areas of the practice that made me feel uncomfortable, as though I was being discussed negatively. I also noticed staff members looking in my direction while I was in the waiting room. There was confusion regarding details about my appointment and which practice it was scheduled with, which I felt was handled disrespectfully. My appointment was subsequently cancelled due to unforeseen circumstances, though I observed the staff member involved appearing to work with other patients that same day. When I questioned this, I felt the response was dismissive and contradictory, which left me frustrated and upset about how the situation was managed.

Reception staff were dismissive and unhelpful

I had a very negative experience at this practice. I was prescribed medication that caused me significant adverse effects, leaving me unable to walk properly. When I returned for further support, I felt dismissed and received little practical assistance. The reception staff were unhelpful and discourteous throughout my visits. Overall, I found the care and service to be extremely poor and would not recommend this practice.

Long waits and going round in circles

I have been attending this surgery for two decades and feel that the standard of care has declined considerably. Issues are not being resolved promptly, and I have experienced lengthy delays of two to three weeks just to secure a telephone consultation. Despite these extended waits, my concerns remain unaddressed. I have been passed between multiple clinicians without making meaningful progress, which has been deeply frustrating and distressing. The medical professionals who previously worked at this practice provided a noticeably better level of service compared to the current team.

Doctor called with compassionate end-of-life advice

I cannot thank the practice enough. Received a call advising that hospital admission would not be pursued, and that we should visit the care home immediately. This decision allowed all of the family to be present and say goodbye in a familiar environment rather than in an acute setting. I remain eternally grateful for this compassionate approach. 🙏

Reception staff attitude made appointments difficult

I have been struggling for a number of years at my GP practice. I experienced job loss due to mobility issues. I contacted the surgery and discussed my situation, explaining that I was unable to work and manage daily activities properly, and requested an increase in my pain medication. The clinician expressed concerns about dependency risks with my current medication. I asked if a temporary increase for a few months might be considered, but this was declined. I became frustrated and raised my voice during the conversation. My frustration stemmed from feeling that my pain and circumstances were not fully understood, and that no alternative options were being explored. On other occasions, I felt that prescription requests were not being processed promptly, which was difficult given my work commitments and location. Subsequently, I received a letter from the practice management informing me that I was no longer able to receive care at the surgery. I believe that when patients need to change practices, it often reflects issues within the practice rather than with the patient. My experience has been challenging overall. While I acknowledge that not all staff members contributed to this, some interactions felt dismissive and unhelpful.

Impossible to reach surgery without early morning calls

The standard of care at this surgery has declined significantly. Before the pandemic, it was straightforward to contact the practice with concerns or to arrange an appointment by calling at either 8.30 or 4.30. The removal of the 4.30 calling slot has made access considerably more difficult, and unless one manages to get through early in the morning at 8.30, securing an appointment is challenging. During a recent visit, I was advised to attend A&E rather than being offered an appointment here. This situation reflects broader frustrations with NHS services. I am grateful to have private medical insurance, as it provides a more reliable way to access consultations and professional advice when needed.

Reception staff were consistently rude and argumentative

I would rate this practice extremely poorly. I have serious concerns about the quality of service provided at this surgery. I found the staff to be unhelpful and unprofessional during my visits. Each time my partner and I have attended appointments, the interactions have been difficult and unpleasant. I believe the management team should take action to address these ongoing issues, as the pattern of negative feedback from patients appears consistent.

Good doctors who listen and care

Excellent medical professionals and satisfactory care experience.

Quick appointment and genuine follow-up care

Had a problem with an elderly family member, called early in the morning and received an appointment the same day. The staff were welcoming and the premises were well-maintained. The clinician I saw was approachable and supportive, and we've now begun the process of arranging the necessary assistance for my relative. The clinician also made a follow-up call later that day to provide an update. Although we hadn't visited the surgery for some time, the care provided on this occasion was outstanding.

Helpful staff who find alternative solutions

The staff here are genuinely helpful and approachable, going out of their way to assist. When appointments aren't available, they make efforts to find alternative times or direct you to other locations. The pharmacy team also performs well, ensuring medications are obtained promptly and exploring other options if items aren't immediately in stock. Overall, this is a good practice.

Knowledgeable staff made me feel heard

The healthcare team demonstrated considerable expertise and attentiveness, delivering excellent quality care. I was pleased with how efficiently and professionally the appointment was handled. This was certainly a five-star experience.

Reception failed to notify about appointment change

Honestly, I feel this surgery has deteriorated significantly. I don't visit the doctors frequently and it had been quite some time since my last appointment. My wife arranged an appointment for me scheduled three weeks ahead on a Wednesday, which subsequently needed to be rescheduled to Thursday at 11.00. When we arrived at reception on the appointment day, the receptionist checked the details and informed us that the appointment had actually been moved to the following Tuesday, as the clinician doesn't work on Thursdays. We should have been notified of this change, but no contact was made—had there been any calls, they would have been recorded on my answer machine. While we were waiting, another staff member looked over the receptionist's shoulder and made a rude comment about the situation, which I found quite upsetting. I left in frustration while my wife remained with the receptionist to try to sort things out. The initial suggestion was a telephone consultation a week later, but my wife explained that I really needed to see someone sooner. After around 15 to 20 minutes, my wife and the receptionist came to my car and offered an appointment that same day, though not until 4.40pm. I was very frustrated by this, as I'd already waited three weeks and the appointment had been changed without proper notification. When I expressed my frustration to the receptionist, they told me not to have a go at them, which made things worse. Ultimately, I declined the appointment because I was deeply unhappy with how I'd been treated. After such a long time without visiting, I really needed to be seen at my scheduled time, not have to return later in the day when I had other commitments. This surgery doesn't seem to value its patients, and I'm unlikely to return. Now I feel my only option is A&E, which isn't ideal.

Quick callback and same-day appointment sorted

Called this morning and received a callback in the afternoon. Attended an appointment shortly after and was seen promptly for my check-up. Left with a prescription and was home by early evening. The staff were genuinely friendly and helpful throughout.

Staff were helpful and straightforward

I have not experienced any problems and found all members of the team to be good and excellent.

Helpful team who really listened to me

The entire team at this practice is wonderful and provides excellent support. The healthcare professionals are particularly skilled and helpful, making for a truly outstanding experience overall.

Phone queue long but receptionist was genuinely helpful

Called at the standard morning time to request an appointment as I felt I had a condition requiring prompt antibiotic treatment. As expected, there was a considerable queue. I was informed that an in-person visit wasn't available, but I could attend to provide a sample for testing. This initial response seemed helpful. Following the test, I received notification about my condition but was advised that it didn't appear serious enough to warrant antibiotics at that stage, and was asked to get back in touch after a couple of days if symptoms worsened. From my perspective, starting antibiotics early is important for preventing the issue from developing further. However, two days on and I'm experiencing significant discomfort. I feel this situation could have been prevented, and it seems the approach here is to wait until symptoms become more severe before considering medication. I found this frustrating and feel the clinical decision-making process could benefit from review. That said, the reception staff member was genuinely helpful and showed real compassion throughout the process.

Couldn't get through on the phone

I would not recommend this practice based on my experience.