South Hornchurch Medical Practice

Receptionist triage system needs urgent improvement

VERY DISAPPOINTING!!! Update — April 2026 (part 1) — this practice continues to deteriorate, and I genuinely have concerns about patient safety here. I am considering making a formal complaint and switching to a different practice. Being asked to wait several weeks to see a clinician for a condition that an external service has flagged as urgent is completely unacceptable. On another occasion, I was told no appointments were available with a clinician, yet that same external service was able to book me an urgent appointment at the practice immediately. However, one clinician demonstrated considerable care and attentiveness, taking time to explore the underlying causes of my concerns and treating my worries seriously rather than dismissing them. The receptionist triage process raises significant safety concerns for me. The current booking system appears to lack adequate prioritisation methods. Another clinician seemed willing to help, though I felt they could have reviewed my previous consultation notes more thoroughly. I recently called to book an urgent appointment due to experiencing fainting episodes. My medical history included a known heart rhythm condition and an existing referral to a heart specialist, which would have been visible in my records. I called in the morning. After experiencing multiple fainting episodes that week, I was offered the earliest available appointment at an out-of-hours service in two days. When I asked when I could see my regular clinician, I was told the soonest available would be approximately three to four weeks away. I attended the out-of-hours appointment as I needed medical assessment. During that visit, an ambulance was called and I was admitted to hospital overnight. This situation required an urgent same-day appointment with my regular clinician, or at minimum, communication between the receptionist and my clinician before directing me elsewhere. The lack of communication about my repeated fainting episodes may have prevented the hospital admission. This is not satisfactory.

Reception desk lacked flexibility with elderly patient

While standing in the reception area, I noticed an older patient communicating with a receptionist. Though I was unable to hear the entire exchange, I did catch the receptionist requesting his NHS number, which he reasonably indicated he was unable to recall. She subsequently asked him to complete his personal information in writing, but he mentioned he had not brought his spectacles with him. It appeared that the receptionist could have reasonably opted to collect his information through conversation instead—gathering details such as his name and date of birth—and then inputting this into the system themselves. The patient then enquired about the most suitable time to return and address the matter, and was advised to come back between 2 and 3pm. Given that he had already made a trip to the surgery in the morning, it seems questionable why he would need to make another visit several hours later. This situation highlights potential gaps in the level of assistance and adaptability being offered, especially to older patients.

Reception couldn't find my missing referral

I attended an appointment with a physiotherapist in early January regarding knee discomfort. Following nearly two months of ongoing pain, I was advised to undergo some imaging and was told a referral would be arranged. After the two-month period had passed, I visited the surgery to follow up on the referral status. Upon enquiry at reception, it became apparent that no referral had been submitted. I found this situation frustrating, as it felt that once an appointment had concluded, there was little follow-through on the proposed next steps. I have been disappointed with the overall standard of care I have experienced over the past ten months.

Felt genuinely listened to at last

One of the finest healthcare professionals I have encountered in my experience with general practice.

Supportive staff can't make up for unsupportive systems

If I could just review the clinical staff and some of the reception team, it would be a 5-star rating, but overall this practice barely reaches a 2. We would have preferred to continue as patients here, but on the whole we do not feel adequately supported. My partner's neurodevelopmental needs are not being accommodated, referral processes are frustratingly lengthy, administrative paperwork goes missing and clinical notes contain gaps, but most significantly, as a patient with chronic pain affecting multiple joints, I am required to justify my requirement for pain management on a monthly basis due to the practice's approach that pain relief should not be issued as a repeat prescription. I have asked for clarification on this policy but have not received a satisfactory explanation. We require registration with a practice that demonstrates understanding of complex medical conditions and is willing to provide ongoing support for patients managing long-term health issues. Unfortunately, this practice does not meet these needs. The clinical staff member is an excellent practitioner but appears to be under considerable strain and may not be coping well with their workload. Several members of the reception team are genuinely pleasant, considerate and efficient, but there is no consistency in the quality of service when you contact the practice. We would have preferred to remain here, but we need to access appropriate care and support elsewhere.

Finally seen after lengthy wait times

Update - I was eventually seen by the healthcare professional at the practice, and they were genuinely pleasant. This provided some positive experience for the surgery. Disappointing surgery overall. Firstly, obtaining appointments is difficult with lengthy waiting periods of around a month, and then when an appointment is finally secured, there are substantial delays before being seen, sometimes lasting an hour or more. This shows little consideration for patients' time. While I recognise the practice is busy, which explains appointment availability issues, the extended waiting times during appointments remain unexplained. I observed staff members between consultations with noticeable gaps of 15 to 20 minutes. It seems unclear why administrative tasks would require such extended periods. Some of us manage demanding work schedules, so these delays feel particularly frustrating.

Didn't feel listened to by staff

This practice has not met my expectations. While they may be adequate for straightforward matters, I have found that when dealing with more significant health concerns, the approach from staff members has often felt dismissive of my perspective and input as a patient.

Reception staff helped resolve a year-long issue

I received excellent service from a receptionist on my second visit, whose name I'm not certain of. She was incredibly helpful and patient when my husband and I had difficulty sharing a hospital letter via phone. She managed to resolve a matter that we had been struggling with for quite some time. I also observed her handling a challenging interaction with another patient with remarkable composure and professionalism. She was a real asset to the practice.

Staff listened and guided my health concerns

The practice has been attentive and responsive to my health concerns, offering appropriate guidance throughout my care. All the staff members I have encountered have been gentle and considerate in their approach. I appreciate their support.

Long waits and dismissive staff attitude

I have had an extremely disappointing experience at this practice. The clinical staff appeared unprofessional in their approach and I felt their diagnostic and treatment capabilities were inadequate. The overall standard of care fell well short of my expectations. Additionally, the support staff were unhelpful, and I experienced significant delays in obtaining appointments.

Welcoming staff made booking appointments easier

I've been registered with this practice since 2021, and I can honestly say the staff are always so welcoming and helpful. Over the years, I've noticed a real improvement in the service — it's now much easier to get appointments, waiting times are shorter, and the communication from the surgery has always been clear and reliable. It's reassuring to know I'm in such good hands.

Felt dismissed and not taken seriously

I was surprised by the dismissive attitude I encountered during my appointment, as I had heard many positive things beforehand. I felt my concerns were not taken seriously, which left me feeling frustrated. The visit did not feel productive in terms of addressing my needs.

Helpful receptionists but parking gets tight

The medical staff are excellent, and the receptionists are typically very helpful. Parking can be somewhat limited, particularly during school pickup times when parents use the facility for brief stops.

One helpful clinician makes the difference

The only reason I remain registered with this practice is because of one particular clinician who stands out as exceptional. The rest of the team fall short of expectations. I have found them unhelpful, obstructive and frustrating to deal with. That said, this one clinician is truly outstanding.

Reception staff were unhelpful and dismissive

I would not recommend this practice based on my experience.

Long wait but appointment eventually happened

I attended an appointment scheduled for mid-morning but was not seen until mid-afternoon. This significant delay was disappointing and I would not recommend this experience.

Long wait for appointment slots available

I was under the impression that general practice appointments should be available within a two-week timeframe. However, when I attempted to book, the earliest available slot was more than four weeks away.

Reception refused to help with urgent symptoms

I have been dealing with a viral skin condition for approximately two weeks and have been attempting to secure an appointment with a clinician without success, despite visiting the surgery in person with visible symptoms including facial swelling. The reception staff declined to process a repeat medication request and directed me to attend an emergency department instead. I feel the service provided by this practice does not meet expectations for a publicly funded healthcare facility. The staff appear to lack understanding of patient distress and the practice seems to operate with a business-like approach rather than prioritising patient care. I am disappointed by the overall functioning of this surgery given the attitude displayed towards patients. The reception team's approach was unsatisfactory, and they did not appear to distinguish between routine and urgent appointment requests, nor did they provide clear explanations regarding appointment availability. The consistent response from reception was that general practice is not an emergency service and that I should attend an urgent care centre. I believe this practice should reconsider its service delivery model, as it does not appear to meet the standards expected of an NHS facility, and I would suggest that more responsive alternatives could better serve the community.

Friendly reception made the visit pleasant

Excellent healthcare provider with a wonderful team 🙏

Kind and helpful dental team experience

The dental professional and their support staff member were exceptionally kind and provided helpful assistance throughout the visit.