Rainham Health Centre

New systems are not working

Since 2025 this surgery has drastically deteriorated. Partly due to the change in using an app for appointments which rarely works and is only good for tech savvy so the elderly have no chance. Even when you call which is very slow and laborious staff may not give you a time or date just call you back if you are lucky. phone appointment are not at the times suggested so you hang by tyhe phone for many hours. I have also not been informed several times about referral information that I should have been. Referral are constantly sent back by whoever is in control away from the surgery. I do not have an issue with the doctors although some times the suggestions are so obvious as to be intended for a child when they should go much further into the case history. I understand the contract is limited and hopefully should soon change. get rid of this crazy app and answer the phones!!

since 2025 poor

Because of the introduction of an app for appointments it is difficult to get one. Either it does not work or you are sent around variuous routes that go nowhere. by phone is very slow and laborious. I have asked staff for an appointment which they cannot always give without calling back which may not happen at all. Referral information that should have been passed to me has repeated ly not been done and even the manager did not respond to a formal complaint. I understand the contract will be up for renewal so lets hope we get a change and a human front without the app.

Receptionist was polite and genuinely helpful

Outstanding care provided to me as a patient, with exceptionally courteous and supportive front desk staff, and wonderful overall service. Much appreciated.

Receptionists called back with a cancellation slot

The front desk staff are welcoming, approachable and provide excellent assistance. Recently, I needed an urgent appointment and visited the health centre. They had no available slots and suggested I contact the out-of-hours service instead. I enquired whether they could contact me if a cancellation became available, and they agreed, though I was uncertain they would follow through. Remarkably, I received a call within an hour. I was delighted by this response. I have also consulted with the clinical staff at the practice, and found them to be knowledgeable and supportive. I have no complaints about my experience at the health centre.

Phones go unanswered, no one seems to care

The practice has significant issues with telephone accessibility and responsiveness. Patient care appears to be lacking in fundamental ways. The service quality is concerning enough that serious improvements are urgently needed.

Helpful and attentive to detail

The healthcare professional I saw was consistently helpful and demonstrated a high level of professionalism. Their careful attention to detail throughout the appointment was excellent.

Reception staff were genuinely helpful and kind

The reception team continues to include some genuinely helpful individuals. However, my experience with the current healthcare provider has been disappointing. There are concerns regarding the patient referral process to secondary care and whether appropriate consent procedures are being followed. Data protection matters have also been a source of concern. Additionally, I note that one clinician holds research credentials.

Receptionists unhelpful with prescription delays

Extremely poor service experience. The reception staff seemed uncertain when answering my enquiries. I am well into my pregnancy and visited for a prescription, only to be informed it would take several weeks to process. I found this timeframe concerning given the nature of my request. Additionally, I experienced significant difficulty reaching anyone by phone, having waited for an extended period without receiving a response. I would appreciate if the management team would review these service issues.

Felt listened to and well cared for

The nursing staff member who saw me was exceptionally professional and kind. I appreciate the care and attention provided during my visit.

App access issues made booking unnecessarily difficult

The digital appointment system at this practice has significant limitations. My spouse spent considerable time attempting to reach the surgery by phone because we were unable to access the online booking platform. The system repeatedly directed us back to contacting the GP directly, which defeated the purpose of having it in the first place. I had expected this service to streamline the process, but based on feedback from other patients, it appears the practice may not be prioritising improvements to these systems.

Receptionists gossiping about patients leaving surgery

The service continues to be disappointing. The clinical team appears to lack clarity regarding the referral process and result management. Some administrative staff seem unfamiliar with their responsibilities, and there have been concerning instances of unprofessional conduct in the reception area. Appointment delays are consistently significant, and concerns raised about these issues do not appear to be addressed with appropriate seriousness by leadership. Online resources often prove more helpful than the support received here.

Long phone waits and dropped calls frustrate

Would rate lower if possible I spent two hours attempting to reach the practice, progressing through the queue from a high position to finally being next, only to have the call disconnected. This is a recurring issue. There is a member of the reception team whose manner I find particularly unhelpful and unsuitable for a role within a healthcare setting.

Booking system makes appointments needlessly difficult

This practice has been extremely disappointing to deal with. The appointment booking process is unnecessarily complicated and frustrating. On several visits, I was directed to use different applications each time, and none of them functioned reliably. Attempting to contact the surgery by phone has also been unsuccessful, as calls go unanswered. Overall, the service has been very poor.

App access issues caused lengthy phone queue waits

I found this experience quite frustrating. I was unable to access my prescriptions and test results through the online system, so I contacted the surgery. After a lengthy wait of around 40 minutes, I was advised to download the updated application. Once I installed it and attempted to log in, I still could not gain access to the information I needed, and I was placed on hold again. While I consider myself reasonably competent with technology, I found the application difficult to navigate and unintuitive. This concerns me greatly, as I worry whether I would be able to access urgent support if I needed it in the future. The reception team were helpful and professional, but the overall experience with the application and the process of reaching someone was disappointing. The application design and accessibility require significant improvement, and I would urge the practice to prioritise making these systems user-friendly. I am also concerned about the impact on vulnerable patients who may struggle more with these barriers and who may experience longer waits as a result. Following further contact, I was informed that the application update had affected my login credentials, and I would need to register with a different email address. I was puzzled as to why this requirement was not clearly communicated in the update notification or accompanying guidance. I requested that this feedback be passed to the practice management team and raised the question of what would happen to patients without an alternative email address available. Additionally, I was told that my blood test results required discussion with a clinician, and an appointment was arranged. However, I was unclear about how I would have been notified that this discussion was necessary. I was informed that the clinician had not yet reviewed all of my results, and contact would be made once this was completed. I found it concerning that results were not reviewed in their entirety before determining next steps. My confidence in the practice has been affected by this experience, and this is not an isolated incident. I would respectfully encourage the practice management to review their operational procedures and systems, as improvements in these areas would significantly enhance patient care and experience.

Friendly staff made me feel part of the community

Wonderful medical facility with a genuinely welcoming atmosphere. The team members are approachable and helpful, creating a real sense of community spirit. I'm very grateful for the care and support provided.

Long phone wait times before switching practices

I have been waiting in the queue for a considerable amount of time and have been asked to remain on hold. Given the lengthy wait, I have decided to seek care at a different practice as this experience does not meet my expectations.

Long wait despite having booked appointment

I was very disappointed with my experience. Despite having a scheduled appointment, I found myself waiting considerably beyond the appointed time. The staff at reception appeared unhelpful, and there seemed to be little sense of priority given to patients. I felt the overall standard of care at this practice has declined significantly.

Friendly staff made blood test straightforward

Very friendly and treated with respect during a blood test appointment 🙏❤️

Long phone queue made booking an appointment difficult

I was very disappointed with the service I received at this surgery today. I called early in the morning while commuting to work regarding my infant. I was placed in a queue and requested a callback. When I was called back later in the morning, I was informed that appointments could only be booked through the app rather than by phone. This was frustrating given my circumstances at the time. The staff member I spoke with came across as unhelpful. I was told I would receive a text message confirming an appointment for the same day, but no appointment confirmation ever arrived for my child. I found this experience very unsatisfactory and would not recommend this practice.

Staff took time to listen and help

The team demonstrated a helpful and supportive approach throughout my visit.