South Hornchurch Medical Practice

Hard to book but helpful once there

It's a good service, though getting an appointment can be challenging.

Phone line staff could be more helpful

The surgery advertises opening hours at 8:30, so I called at that time on a weekday morning requesting an urgent appointment, only to be informed that all slots were already allocated. When I questioned this, I was told that appointments are actually distributed from 8:00. The staff handling phone enquiries came across as somewhat curt and dismissive.

Friendly staff who listen and find answers

The staff have consistently demonstrated friendliness and helpfulness. The clinician I saw does not give up on a problem, continuing to investigate until finding a resolution.

Friendly reception made the visit smooth

The practice provides a streamlined service with welcoming front desk personnel and well-informed clinical staff available at the location.

Couldn't get through on the phone

The staff at this practice wasted my time.

Helpful team despite parking bay issues

My elderly mother has received excellent care and support from the practice and its team members. We have great appreciation for this surgery. Please continue providing your professional, compassionate and supportive approach, and thank you to everyone involved. The only occasional difficulty we have experienced is availability of accessible parking spaces, as these are sometimes occupied by vehicles without appropriate permits.

Referral mix-up caused repeated phone calls

I would rate this experience as extremely poor. My GP referred me for an imaging scan at this facility. When I contacted the health centre to enquire about my appointment timing, I was informed that no referral had been received and was told to contact my GP. However, my GP subsequently confirmed that the referral had been submitted. After finally receiving an appointment and completing the scan, I was advised that the results would be returned to my GP the same day. However, several days elapsed without my GP receiving the report. I had to make multiple calls to follow up, and even when my GP made a direct request for the results to be sent, there were significant delays. This experience was frustrating and fell well short of expectations.

Reception team really went the extra mile

I must say that on several occasions now, the reception team have really gone the extra mile to be helpful and resolve matters I have encountered. This has been particularly the case with managing referrals that both my child and I have required. I am genuinely appreciative of their efforts. Thank you and please continue with the excellent service you are providing, as it truly makes a difference.

Reception staff ask about symptoms loudly in waiting room

A member of the reception team creates a stressful and uncomfortable atmosphere during interactions at this surgery. They ask about the nature of medical concerns in a way that lacks privacy, and become more insistent when patients are hesitant to share details. There are concerns that decisions made regarding prescriptions have had significant impacts on physical wellbeing, work capacity, and mental health. This approach feels unprofessional and raises questions about patient safety and welfare. A formal complaint is being considered following a recent visit by a family member.

Repeated billing errors despite exemption clarification

My late wife attended this practice for treatment some years ago, and while the clinical care provided was satisfactory (particularly given the complexity of her condition), I have since received multiple letters requesting payment for dental fees despite her being exempt from charges. On each occasion I have informed the practice of her passing and her exemption status, and have been assured that their records would be updated accordingly. However, I have continued to receive further correspondence addressed to her regarding outstanding fees.

Reception staff were dismissive and disrespectful

I was very disappointed by what I perceived as discourteous behaviour from the reception staff and to some extent from a clinician at the practice. This was not an isolated incident, as I have previously felt that the reception team's approach has been inconsistent, with some patients appearing to receive different treatment than others. I was not running behind schedule, yet when I explained my situation, I felt the response lacked understanding and came across as argumentative and dismissive, delivered in a tone that felt patronising. As someone working within the NHS myself, I believe the conduct and demeanour displayed by both the reception staff and the clinician fell short of the standards and values expected within NHS practice and professional guidelines. I would encourage the CQC to conduct a comprehensive assessment of this practice and to give proper weight to patient feedback when doing so. The one positive aspect of my experience has been the professionalism and compassion shown by another clinician at the surgery, whose approach is the main reason I have continued attending this practice.

Getting appointments here is nearly impossible

One of the worst surgeries in Essex! Firstly, if you have children then don't sign up here. You will never get an appointment and they will always refer you to your local hub. Secondly, the clinician here was completely incompetent and lazy. I'm not even sure they are a registered practitioner. Their incompetence has really made me question their education. They were unable to complete a simple insurance form regarding a trip that was cut short due to a family member becoming ill. The insurance needed medical records but the clinician was unable to complete this as they couldn't answer all the questions. I mean how difficult must it be to not be able to complete a form! After several attempts to speak to them, they ended up refusing to speak to me and cancelled my confirmed appointment. Stay away from this surgery

Staff were helpful and attentive

The team here proved to be quite supportive and accommodating.

Staff were dismissive when I raised concerns

I am a local resident living opposite this centre and have used its services since childhood. Both as a resident and patient, my household has had significantly more reasons to lodge complaints over the past five years than throughout the entire preceding history of the facility. The current management and staff come across as confrontational, dismissive, and lacking consideration for those living nearby. The building itself does not appear to serve the immediate community's needs effectively. There is no walk-in clinic, sexual health services, family planning provision, emergency theatre, or dental facilities. Instead, the experience has been characterised by unhelpful and discourteous interactions with clinical and administrative staff. The management and building administration do not demonstrate professionalism or courtesy either. The building obstructs natural light to neighbouring residences, parking restrictions have reduced availability and affected property values, yet residents cannot access services there as compensation for these inconveniences. The resident-facing shutters open increasingly early, with privacy concerns arising from this practice. When I approached staff this morning regarding the early opening times, I was told the shutters were open because operating hours had changed, and was directed to contact the building manager. However, I was then informed I could not enter as the facility was not yet open, despite being told moments earlier that they were opening earlier. This contradiction was confusing and unhelpful. I did not receive a satisfactory explanation. I have contacted the relevant NHS trust, who appear reluctant to associate themselves closely with this establishment. My next step will be to escalate my concerns to the appropriate regulatory body.

Practice location works well for me

The practice is conveniently situated just a short distance away, being only a few minutes' drive or walk from my location. Despite its position in the area, it does not serve the full catchment zone. Although based in my postcode area, I fall outside the designated service boundary.

New appointment system made booking easier

Very impressed with the new appointment system. The clinician was helpful and my husband is happy with the service he received.

Reception team remembered me from before

I recently visited the practice hoping to get advice regarding a health concern. The reception staff recognised me from a previous visit several weeks earlier. I was seen very promptly by both a nurse and a clinician, who provided treatment, arranged follow-up appointments, and issued a prescription. The service was excellent and I am very grateful.

Felt listened to and reassured at appointment

I attended an appointment and the clinician I saw was very pleasant and helped to reassure me about my concerns. Thank you.

Reception communication made the difference

I had a wonderful experience with the team on the first floor yesterday for my appointment! Several of their previous patients had cancelled, but the staff remained late to accommodate me at the end of the day. I was seen promptly upon arrival, and the communication leading up to my visit was excellent. The reception staff were particularly helpful and friendly. The clinical team made me feel very comfortable and at ease throughout my visit. I'm very grateful for the care and attention I received!

Can't get a simple certificate filled out right

Unable to obtain a properly completed medical certificate from the practice 😂