Orsett Surgery

Long wait on the phone queue at opening

Poor experience with wait times. I've been first in the queue for approximately half an hour starting from early morning, and it appears calls are not being answered promptly. It's frustrating to experience such delays, and I find it concerning that patients are kept waiting in this manner. The service falls short of what I would expect, and it's worrying to think about the impact this has on people seeking care.

Care Navigator handled my initial diagnosis

The role of administrative staff in making clinical decisions rather than qualified medical professionals is something I find frustrating and inappropriate.

Phone queue delays made urgent care harder

Extremely disappointing experience. My partner attended this practice and called at 8, which is the advertised opening time on your website. An answering machine indicated the surgery does not open until 8:30. When he called back at the correct time, he was already number 11 in the queue and the call was disconnected before he could speak to anyone. After eventually getting through, he described his recent health concern and was told by the receptionist that it was nothing to worry about. Given the nature of what he experienced, this reassurance was not appropriate and caused him considerable distress. I felt it was concerning that someone without medical training provided this kind of clinical reassurance, which could be problematic in certain situations. He has been offered a phone appointment in two weeks' time. This timeframe seems unnecessarily long for his situation. Why could this not be arranged more quickly? Additionally, we have found the approach and demeanour of staff at this surgery to be dismissive and lacking in compassion on previous occasions.

Phone queue delays left child's concern unaddressed

Called the surgery this morning at 11:45 about my child's reaction following vaccinations. I was instructed to submit a photo and provided with an email address. By 2pm I received an email response stating that images cannot be accepted via email. When I rang back to clarify this, I was informed that unless an ambulance was required, they would be unable to speak with me. (It seems odd that people needing an ambulance would call the surgery rather than 999.) I called again at 3pm and was told no clinicians were available to speak with me and there were no remaining appointments that day, so I should contact 111 instead. I rang 111 and they advised they would liaise with the practice as they were the ones who needed to assess my child. At 5:08 I spoke with reception staff who confirmed a clinician would call me back. At 6:27 I waited on hold to speak with reception. I was first in the queue for over 15 minutes and felt that the receptionist deliberately avoided answering the call before switching the phones off at 6:45. This represents the poorest experience I have had with a medical practice and demonstrates insufficient attention to a young child's wellbeing. It is now Friday and I am having to contact 111 again and wait on hold for my child to be assessed.

Receptionists and staff always willing to help

I have consistently found the reception team, clinical staff, and nursing team to be friendly, compassionate and polite. They are always willing to help, whether it involves investigating a matter further and getting back to you. If an in-person appointment is necessary, one is provided, and urgent slots are available when required. I would certainly recommend this practice to anyone seeking healthcare services in the area.

Rude reception staff blocked face to face booking

Had a very poor experience with the booking process. When attempting to arrange a same-day appointment in person at the reception desk, I was informed that face-to-face bookings were not available and that I would need to call the surgery instead. The staff member's manner was unhelpful, and I felt that my concerns about needing urgent care were not taken seriously.

Phone queues and dismissive reception staff frustrating

This practice has deteriorated significantly. I have been attending for a considerable time but am now considering transferring elsewhere. Although I'm uncertain whether other surgeries offer substantially better experiences. The pandemic-related explanations have become tiresome, and the inability to arrange in-person consultations without explicitly requesting them feels unreasonable. The telephone waiting times are wholly unacceptable. The appointment booking system is exhausting to navigate. Additionally, some reception staff members come across as dismissive and patronising. When patients ring with genuine health concerns, they deserve to be treated with respect rather than spoken to in a condescending manner. Despite these significant drawbacks, which unfortunately overshadow any positives, there are some genuinely pleasant staff members. There is a nurse who is particularly kind, a clinician who was always considerate when treating my son during a difficult period, and a receptionist who demonstrates genuine empathy. Regrettably, these individuals cannot compensate for the overall decline in what was previously a highly regarded practice. For whoever responds to these reviews, there is no need to suggest contacting the practice manager. That step has already been taken.

Promised mental health support but received no contact

To be frank, there is minimal care and consideration shown to patients. I have been registered with this practice since childhood, and when significant mental health difficulties recently emerged, including serious self-harm concerns, I was promised support and assistance. However, weeks have passed with absolutely no contact whatsoever. Despite phoning on multiple occasions to follow up, I was repeatedly assured that calls would be made on specific dates, yet nothing materialised. This situation has prompted me to make a decision that I hope will benefit my wellbeing, as I cannot continue waiting for support that does not appear to be forthcoming. I will be pursuing help through private means to support my own recovery and progress. Whilst the practice claims to have a mental health service, my experience suggests otherwise. The situation is quite clear to me now: the clinical staff appear to function primarily as medication dispensers rather than healthcare providers. I am deeply disappointed with the service received throughout my time with the NHS, particularly at this practice level. I do not make these comments lightly. This represents years of requesting help only to be let down repeatedly. I would strongly advise anyone considering joining this practice who has mental health concerns to explore alternative options elsewhere. It is surprising that the practice continues to operate. The broader NHS system has been a significant disappointment. The approach of waiting until individuals reach crisis point before offering support is fundamentally flawed. I recently received notification of an 87-day waiting period for therapy, during which I have experienced multiple serious incidents. The wait has been considerably longer than this, with consistent lack of provision. The practice does not merit continued operation, as the care provided consistently worsens situations through sheer lack of attention and consideration. I have been advised by other NHS professionals to lodge a formal complaint regarding the standard of care and duty of practice. This feedback alone indicates serious failings. I intend to follow this guidance and submit a formal report. My primary concern is preventing others from experiencing the same circumstances, as the situation is fundamentally unjust.

Reception staff were genuinely supportive and helpful

I have been attending this surgery since childhood. My family, including my spouse and children, are now also registered here. Throughout my time as a patient, the practice has consistently demonstrated considerable flexibility and support towards my entire family, particularly in caring for my children. The clinical staff members have always maintained high professional standards and shown careful attention to detail in their work. The administrative team have also been consistently helpful and understanding during various circumstances. This is an excellent general practice.

Friendly staff made the booking process smooth

I have consistently had a positive experience at this practice. The service has been prompt, the environment welcoming, and the staff have communicated effectively throughout my visits.

Struggled to get a phone appointment

The practice does not appear to take much responsibility for patients who are unwell, as obtaining an appointment through telephone booking can take approximately two months if you are fortunate enough to secure one.

Appointment cancelled with no explanation given

After making multiple calls and eventually reaching the appointment line, I finally managed to get through following several attempts and lengthy hold times. I was calling to inquire about an appointment scheduled for the following day, which I had been waiting three weeks to receive, only to discover it had been cancelled via text message and rescheduled for another three weeks later. The receptionist was unable to provide an explanation for the cancellation and appeared equally frustrated, mentioning that she had dealt with many upset patients throughout the day. The practice does not feel as it once did when different clinicians were working there. The service has noticeably declined over recent years. I would not recommend using this practice. I found the experience very disappointing.

Reception staff lack empathy and understanding

This practice has been extremely disappointing. The clinical staff approach appointments as though they are doing patients a favour. The reception team came across as unwelcoming and lacked compassion. The care provided has felt counterproductive, with frequent changes in clinicians and inconsistent continuity. Access to appointments has been very difficult, and remote consultations have continued beyond what seems necessary. Since registering here, managing my healthcare has required significantly more effort on my part. I have felt compelled to seek private healthcare despite my substantial contributions to the NHS through taxation. The practice does not live up to its appearance or reputation for being a caring facility with thorough attention to detail. The service feels outdated, inefficient, and poorly managed. The funding this practice receives from the NHS appears to be poorly utilised.

Repeated referral failures left me waiting years

Two years ago I discovered a swelling in my lymph nodes and reported it to my GP. Due to pandemic-related delays, I decided to pursue private testing, which cost over £3000. The private clinician recommended that the NHS should remove the swelling, but six months elapsed without any contact from the practice. When I called to follow up, I was informed that a referral had not been sent due to an administrative error. While waiting for seventeen months for the procedure, a second swelling developed in the same area. Both lumps have now grown to over 4cm each. I reported the second swelling in mid-February and was told it would be sent for an urgent scan. By May, having chased this up again, I was informed that a referral had been made but the administrative team had not been instructed to process it. At 34 years old, I now have two growing lumps in my lymph nodes that have had two years to develop without any diagnostic testing or imaging being arranged. The practice has made two significant administrative errors that have resulted in considerable delay to my care. I feel let down by the level of service, organisation, and responsiveness I have received.

Phone queues make appointments impossible to book

I would rate this experience as poor. Reaching someone by telephone proved extremely difficult. When contact was eventually made, staff indicated that appointments were unavailable for an extended period. Following an appointment that took considerable time to arrange, I did not receive the expected callback. Upon calling the surgery to follow up, I was placed on hold and the call was disconnected before the line closed. I feel there is an inconsistency in how missed appointments are handled compared to when the practice itself does not follow through as expected. This situation resulted in my daughter being without necessary medication over a holiday period due to inability to secure a medical consultation. Given that pandemic-related restrictions have eased, I find the difficulty in obtaining appointments frustrating. I would recommend considering alternative healthcare providers.

Reception staff could be more helpful

The service quality appears to have declined over time. There are increasingly frequent reasons given for appointment unavailability, and callback requests often go unanswered. One member of the reception team consistently comes across as dismissive and lacking in empathy. For those new to the area, exploring alternative practices may be worthwhile. Despite being a long-standing patient here, the experience has become increasingly unsatisfactory. The overall standard of care has become unacceptable.

Impossible to reach by phone for appointments

I experienced significant difficulty accessing appointment availability this morning, spending considerable time attempting to reach the practice via telephone without success. The communication processes feel restrictive, with preference given to email for certain requests and alternative services being suggested when direct consultation appears unavailable. I found the initial information gathering process intrusive, and felt dismissed when clinical concerns were not adequately addressed. The overall service experience has been frustrating. In a subsequent update, I encountered lengthy waiting times when seeking information about test results, even outside peak hours. When finally connected, I was informed that further consultation would require either a two-week wait or attempting to reach the emergency line the following morning. My attempts to contact the practice at the suggested time proved unsuccessful, with numerous unsuccessful dialling attempts over an extended period.

Couldn't get through on the phone today

Attempted to contact the practice on multiple occasions today and experienced lengthy waiting times on each call. Found this frustrating, particularly when seeking medical assistance.

Staff weren't welcoming or helpful

The practice did not meet my expectations, and I found the staff interactions to be unhelpful.

Easy same-day appointments when you need them

I have been attending this practice for several years following a relocation from another surgery in the area. I have found the team to be excellent, and have consistently been able to access same-day emergency appointments when needed for my family members. On the rare occasions when appointments were unavailable, I have been offered telephone consultations with a clinician, which has allowed me to receive prescriptions that were subsequently dispensed at the practice. All members of staff, regardless of their role, have consistently demonstrated politeness and professionalism. I am very satisfied with the care provided by this practice.