Silver End Surgery

Shambolic

Silverend Surgery is an absolute joke. My little girl who is hardly ever sick fell ill yesterday and had the day off school, today I attempted to get an appointment at Silverend surgery for her, to at least see a doctor as her symptoms are quite bad and she is generally unwell. I called at 8am and was advised that I was 3rd in the queue, after 20 mins on hold I eventually got through to a receptionist who clearly hates her job, she advised that all of the appointments had been taken - how ? considering I was 3rd in a queue, she advised that people now use the evergreen app I laughed and replied that the evergreen app which is meant to make appointment bookings easier never works and always states “Silverend surgery is offline” so how can this be the case as I was on the app and the phone at the same time. She advised that I needed to call 111 as there was a 111 appointment available at 4:30pm for the surgery, I called 111 and was on hold for 15 mins only to be taken through a pointless symptom finding questionnaire by another receptionist who hates her job, I explained that I was advised by my surgery to call 111 to get the 4:30pm appointment - only to be told that appointment had been taken ! At a time when a meningitis and measles outbreak has been announced. Honestly what is the point, people pay eye watering NI contributions, tax and council tax every month to be let down by a system that has been robbing us blind since we was handed our National insurance cards. The surgery and the system has melted down to nothing more than a tired building with even more tired staff and quite frankly the staff need re training and system large enough established for the needs of an ever growing area. Don’t waste your time go to A&E and sit there all day instead because the systems put in place to prevent our hospitals becoming overwhelmed has failed and Silverend surgery and its staff solidifies this fact.

Serious Misconduct of possible cancer screening

I have tried the App which is useless so i called for appointment with none available even though i was at number 6! and i have informed the reception today i need urgent appointment as i have been advised i may have skin cancer, her anser was no appoitments today, to busy as half term, i am absolutley disgusted with this persona and the surgery, they should be shut down with their service or managed by a different team, as this is not acceptable by NHS

Terrible app that wastes time and energy

If there's any alternative available, I strongly recommend choosing it. Forced into yet another digital platform, with yet another login, another private entity storing our personal information and connected to NHS data. The appointment process is abysmal. They discourage phone bookings, but the app is equally useless. You're trapped in an endless loop of navigation. The system is bizarrely fragmented - part mobile app, part website - requiring multiple logins just to attempt scheduling an appointment. Once you finally reach the booking page, you're greeted with zero available slots and an immediate dead end. I'm convinced this is a deliberate strategy to artificially reduce waiting lists by making future appointment booking nearly impossible. By preventing people from scheduling more than a few days ahead, they effectively eliminate long-term waiting lists. The SE Surgery website is a generic, unhelpful placeholder that simply redirects users to the app. An utterly infuriating experience.

Fortress of frustration with unhelpful receptionists

Scheduling an appointment here feels like navigating an impenetrable bureaucratic maze. The receptionists act as formidable sentinels, interrogating callers about their reasons for seeking an appointment, despite the inherent need for privacy. One receptionist, in particular, displays such blatant discourtesy that it seems civility is entirely foreign to her. As a London professional already at work by 8 a.m., I'm perpetually frustrated by their instruction to call precisely at that time. The logistics are nonsensical — how is someone with a standard work commitment supposed to comply? Their antiquated communication system is fundamentally exclusionary, designed to discourage rather than accommodate. Moreover, should you inadvertently displease these gatekeepers, your chances of progressing beyond the initial contact become virtually nonexistent. The entire process is fundamentally flawed, managed by individuals who appear more committed to obstructing access than facilitating genuine assistance.

Terrible service and disappointing experience overall

Steer clear of this establishment! Not worth your time or money.

Great medical practice with friendly and efficient staff

I consistently find this medical practice to be superior, especially when contrasted with my previous clinic where waiting times stretched to around 90 minutes just to be potentially interrupted. The digital booking platform functions smoothly, and should any issues arise, the reception team is genuinely supportive. While no healthcare provider is flawless, I've always experienced excellent assistance from both the medical professionals and administrative staff. The sole drawback is their patient feedback survey, which frustratingly only permits login through a business or educational Microsoft account - an inconvenience for someone like myself who is retired and lacks such credentials.

Friendly service but booking a nightmare

The personnel are delightful, but scheduling a consultation is incredibly challenging. Everything is now managed through a mobile application. Gone are the days of calling and waiting on hold like before. When no time slots are available, they simply direct you to the emergency medical facility in Colchester!

Nhs app nightmare leaves patients frustrated and helpless

Latest update: the system has deteriorated even further! Patients are now forced to download the Evergreen app, with everything routed through it. How can elderly or vulnerable individuals possibly manage this complex process?! Appointments vanish within a mere 20 minutes (predictably) every single morning 😤 The NHS has become utterly negligent, and it seems they're deliberately trying to eliminate patients! While I continue to collect repeat prescriptions here, I'd never seek additional care. You're constantly dismissed, manipulated, and misdiagnosed! My trust is completely shattered. I've now switched to an excellent private GP. Admittedly costly, but it provides genuine peace of mind. The current process requires you to phone in, awkwardly sharing personal health details with a receptionist completing a form. Then you're left waiting, hoping you'll be deemed sufficiently important to receive an appointment! And people are actually accepting this? It's an absolute disaster and total embarrassment.

Terrible medical practice with zero patient care

I'm done with this medical practice due to their incredibly poor attitude, forcing my husband to seek alternatives as well. Dawn, who no longer works at reception, was the only pleasant staff member. The rest are completely unacceptable. My husband attempted to book an appointment through their app but failed, and when he called, he was told no appointments were available and to try again tomorrow - despite having a severe chest infection that may now require hospital treatment. The rudeness seems systemic, with staff behaving badly because the management is equally terrible. I'm astounded by how they can treat patients with such complete disregard and lack of empathy. This is the NHS, which has clear guidelines they should follow, yet they seem to believe these rules don't apply to them. I've formally requested their complaints procedure three separate times by mail and have received nothing in response, which is incredibly suspicious!!!!

Terrible medical service with unhelpful app and staff

My partner attempted to schedule a doctors appointment via the new Evergreen app at 8:20am, but the app indicated the booking form was unavailable. He then used the NHS app to contact the surgery, only to receive a message stating he could no longer use the NHS app and must try the Evergreen app the next day, despite someone at the surgery being able to respond through the NHS app. He called the surgery to explain that the Evergreen app showed the form as unavailable at 8:20am, and he simply wanted a medication review to avoid running out of critical medication. The receptionist was extremely unhelpful and dismissive, insisting he try again the next day. My partner highlighted that appointments vanish within 20 minutes and he just needed a future slot to manage his medication. When he requested to speak with the practice manager, the receptionist abruptly hung up. Attempting to resolve the issue in person, my partner visited the surgery and was threatened with police intervention if he didn't leave, with the surgery only accepting written complaints. It's completely unacceptable that no appointments are available within a 20-minute window, and patients are constantly told to retry the following day without success. Appointments can only be booked for the same day, regardless of the urgency. Anyone seeking a GP appointment should avoid this surgery. The receptionists and doctors are consistently rude, and patients never know which locum doctor they'll see. Those with ongoing conditions must repeatedly explain their medical history to different physicians. Attempting to schedule a follow-up appointment is nearly impossible, as you're forced to use the app for emergency slots only. The surgery appears solely focused on meeting emergency appointment targets. Patients with chronic conditions or requiring regular medication reviews are made to feel burdensome. The lack of empathy and basic politeness is astounding. It seems the surgery couldn't care less about patient care, making individuals feel guilty for needing medical attention.

Helpful staff but poor complaint resolution process

Initially rated as a four-star experience due to the surgery staff's helpfulness and constant readiness to assist. However, a complaint lodged in November 2024 remains unanswered, and the ongoing health issue has yet to be adequately addressed, significantly diminishing the overall satisfaction with their service.

Frustrating customer service and poor communication

Navigating customer support is a nightmare with their mandatory triage process. I completed all required steps, yet they claim they never received my submission.

Terrible admin ruin an otherwise good medical practice

If you're battling chronic illness and considering this medical practice, steer clear. The administrative team's mishandling of my medication needs is appalling. They've botched my prescription for the third time now, leaving me bedridden, and I'm seriously contemplating filing another complaint with the CQC due to their blatant neglect and ableist attitude. I've reached my breaking point and will be sending a formal complaint email today. Moreover, with the exception of Dr Sheikh, every physician I've encountered seems clueless about chronic conditions. Before seeing Dr Sheikh, I was even told nothing was wrong with me, and was criticized for being vegetarian, being told I was wasting the doctor's time. A year and a half later, I was diagnosed with three neurological illnesses—completely unrelated to my diet and instead linked to inherited conditions and trauma. I've experienced similar neglect with other health issues, like asthma, where I was formally diagnosed and given a flu jab, only to have it mysteriously vanish from my records. I was diagnosed with non-allergic rhinitis to explain my breathing difficulties, but after persistent advocacy for an ENT referral, I underwent a septoplasty with turbinate reduction, revealing multiple airway structural obstructions. Dr Sheikh has been my lifeline during our occasional appointments (which often require a two-week wait, with no hope of same-day urgent consultations), but the administrative staff are ABSOLUTELY TERRIBLE, especially regarding medication management. Their cavalier approach to patients most dependent on their services is disgraceful. I've seen numerous complaints in our local Facebook group and previous reviews confirming the widespread sentiment that admin and reception are incompetent and rude. I'm thoroughly fed up with this practice's incompetence. Anyone considering joining, beware—you'll have a terrible experience. Even if the doctors are good, the administrative staff will completely undermine your healthcare journey.

Terrible medical practice with unhelpful staff

Notwithstanding adherence to protocols, genuine interaction or medical consultation remains unattainable. The front desk staff adopts a combative and protective stance when patients attempt to seek clarification about the clinic's operations. Having been a patient at this practice for nearly half a century, I am utterly disheartened by the abysmal level of care and responsiveness.

Surgical nightmare that left me traumatized and scarred

Marketed as a surgical procedure, but experienced more like a crude and careless mutilation!

Receptionists ruined my otherwise great medical experience

The current reception staff are incredibly discourteous. During Dawn's time as receptionist, the service was outstanding. The two individuals now working at the front desk are extremely impolite. The medical professionals, however, are absolutely fantastic.

Terrible customer service at this medical facility

The level of service at this establishment is incredibly disappointing. The front desk staff behave with an unwarranted sense of superiority, consistently displaying discourteous and unprofessional attitudes. Attempting to schedule an appointment with a doctor is an exercise in futility.

Terrible medical practice with zero patient care support

Given the influx of new residents, a medical practice serving such a large population without an in-house general practitioner is simply unacceptable. Their so-called "New" booking system is atrocious, and the staff on the "Appointment" line claim they have no control and can't manually schedule appointments, which is nonsense since they've done so for me previously. I attempted to book an appointment for my daughter, only to find their booking system is available for barely an hour daily, and was told my three-year-old with a 39.4-degree fever would need to try again at 8 o'clock the next morning. Ultimately, I had to take her to Boots pharmacy, where the pharmacist saw her - an option the doctors never even mentioned. The service is absolutely terrible, the Advanced Nurse Practitioner is rude, arrogant, and unhelpful, refusing to reissue a medication originally prescribed by my doctor without justification. I've now registered elsewhere - steer clear of this practice.

Terrible service and zero appointment availability

Deteriorating service continues, scheduling a consultation has become a nightmare. Impossible to secure an appointment for patients with genuine medical needs. Regardless of when the booking form is submitted, the consistent response is that no slots are available, with the dismissive suggestion to visit the emergency department. This level of care is completely unacceptable and requires significant improvement. The practice desperately needs permanent medical staff instead of relying on temporary locum physicians.

Terrible service ruined my shopping experience

Disrespectful employees who provide absolutely no assistance