Thaxted Surgery

Rude reception, gaslighting, years of failure

Rude receptionist, years of medical gaslighting over blood test results, and a surgery that seems designed to be inaccessible. I have spent years trying to get a blood test result properly investigated here. I gave up last time because the stress of not being listened to made my health worse. I'm now going through the exact same thing again — being sent in circles, told to email, then call, then book an appointment, and getting nowhere. I can see results in my own records that the surgery tells me don't exist. Two GPs looked into it and couldn't agree on what's there. I'm the one left chasing.When I tried to book an appointment, the only slots available were 8:15–9am and 3–4pm — both squarely in the middle of the school run. I explained this. It didn't matter - the receptionist grew frustrated and said: "well, I've offered you a bunch of appointments". When I asked if a note could just be passed to my GP instead (which would save everyone's time and resources), I was refused. There's one particular receptionist that works there who is the one all the comments on this review section are about. Dismissive, unhelpful, and when I explained this had been going on for years and I'd previously had to give up from the stress of it, she said — in a condescending tone — "It's not urgent then." P.S. They'll also try and charge you extra for them to provide documents to you that they shouldn't legally be able to charge for. Watch out for that - has happened twice to me

Receptionist dismissal made my health worse

I have experienced significant frustration with my interactions at this surgery over an extended period. The reception staff have often seemed dismissive and unhelpful, particularly when I have raised concerns about ongoing issues. For years, I have attempted to have blood test results properly reviewed and investigated. On a previous occasion, the stress of feeling unheard led me to stop pursuing the matter as it was affecting my wellbeing. I am currently facing similar difficulties — being directed between different communication methods, told to email then call then book appointments, without reaching a resolution. I can access results in my own medical records that the surgery has stated do not exist. When two clinicians examined this, they were unable to reach agreement on what the records show. I have been left to chase the matter myself. Booking appointments has also proven problematic. The available slots have consistently fallen during times that conflict with my personal commitments, such as school hours. When I explained this difficulty, the receptionist expressed frustration and indicated that multiple options had already been offered. I suggested that a note could be passed to my GP instead, which seemed a more efficient use of resources, but this request was declined. I have found one particular member of reception staff to be especially unhelpful. When I explained that this situation had persisted for years and had previously caused me enough stress to abandon my efforts, the response was dismissive in tone, suggesting the matter was not urgent. Additionally, I have been charged on two occasions for the provision of documents by the surgery, which I believe should not incur a fee.

Reception staff were dismissive and unhelpful

This practice falls significantly short of expected standards regarding patient care and duty of care obligations. The approach taken by both reception and clinical staff appears dismissive and lacking in compassion, with interactions that came across as discourteous and unhelpful.

Felt genuinely looked after and supported

I attended this practice last year and have continued to receive care here since then. The entire team is wonderfully warm and supportive, creating a genuinely friendly atmosphere. I would certainly recommend this surgery to others. The experience of being here makes you feel genuinely cared for and valued. I'm grateful to all the clinical and administrative staff who demonstrate such helpfulness and compassion in their work.

Waited a week for x-ray results without follow-up

I was referred for an imaging scan and had to wait approximately seven days to receive the results. Upon contacting the practice to inquire about my findings, I was given the information, however it seemed that no proactive communication or guidance regarding next steps would have been provided to me otherwise.

Quick blood test results and prescription setup

Recently relocated to the area with a family health history to monitor. Was informed that blood tests would be arranged. Attended the appointment on Wednesday and could view the results through my NHS app by Friday. The process was quick and handled with great professionalism. Arranged for repeat medications to be sent via post through a pharmacy. The setup was completed within a week. I'm very impressed with the entire team at the practice.

Felt genuinely listened to at my surgery

The finest medical practice I have ever had the opportunity to be a patient at.

Phone call in the evening put my mind at ease

I have nothing but praise for all the staff at this practice. I couldn't believe I received a phone call in the evening from a clinician who was kind and put my mind at ease. The reception team are so helpful. Keep up the great work and thanks again.

Reception staff dismissed concerns without listening properly

I attended an appointment this morning to review the results of a blood test from several weeks prior. As I had limited availability due to upcoming travel plans, I was keen to obtain the results promptly. The receptionist's manner was unhelpful and dismissive. She informed me that my test results were satisfactory and suggested I did not require a doctor's consultation. However, I have been dealing with sleep difficulties, feelings of anxiety, and heart palpitations, and I felt it was important to discuss these concerns directly with a medical professional rather than rely on reception staff guidance. When I pressed the matter, I was told this was not an urgent issue, without the receptionist enquiring about my symptoms or taking my medical background into account. I noticed that another patient who mentioned a minor complaint was offered an appointment without hesitation. I found this experience deeply disappointing. The way I was treated felt dismissive and lacking in compassion, leaving me feeling let down and unsupported by the practice.

Receptionists made booking straightforward and easy

What a fantastic caring practice. All of the staff, the lovely receptionists, clinicians and nurses are all wonderful. We are very fortunate to have such an excellent surgery in our area! A special thank you goes to one particular clinician who is not only exceptionally talented and knowledgeable, but also conscientious in their profession and demonstrates outstanding intuition, taking time to thoroughly investigate the underlying causes of symptoms. Overall this practice is very caring in its approach and goes the extra mile to ensure patients' overall wellbeing. I highly recommend this surgery!

Felt heard and well looked after

Excellent NHS public service provided by the clinical team and all staff members.

Reception staff was dismissive and made me feel unwelcome

I was deeply upset by how I was treated during a phone call this afternoon. The first time I have ever ended a phone call feeling tearful. The receptionist was very rude to me, hurried me off the call and made me feel judged as a parent when I was simply trying to arrange an appointment for my child. There was absolutely no reason for them to speak to me in that manner. It was a truly distressing and disappointing experience. The clinical staff have always been supportive in the past, however my initial interaction with the receptionist has left me with serious concerns about the standard of service at the front desk.

Reception staff turned away patient despite wheezing

I'm writing this review on behalf of my mother, who felt let down by her recent experience with a member of the nursing staff at the practice. She had scheduled an important routine annual health check and arrived later than planned due to transport difficulties. While she recognises that she was not on time for her appointment, she was particularly concerned about how she was treated when turned away. The staff member appeared dismissive of her symptoms and her request to be assessed. It's disappointing as my mother has previously had very positive experiences and has benefited from the quality care and ongoing support provided by the clinical team at this surgery.

Staff rushed through call without listening to concerns

I recently called the local GP practice and found the experience to be quite disappointing. When my call was answered, I felt the response was unhelpful and unwelcoming from the start. The person I spoke with came across as dismissive and appeared keen to conclude the conversation without giving it proper attention. There was minimal courtesy shown throughout the interaction, and my concerns were not properly addressed or given any meaningful consideration. The lack of engagement and dismissive approach left me feeling frustrated and let down. It is troubling that a healthcare service, which should prioritise care and support for patients, would handle interactions in such an indifferent manner. The overall experience fell short of what I would expect, and I am dissatisfied with the service provided. A more considerate and attentive approach would help patients feel genuinely heard and supported, qualities that were notably absent during this encounter.

Lucky to have such a good local service

Throughout the decade that my spouse and I have been registered at this practice, we have consistently experienced outstanding service from all members of the team. We feel fortunate to benefit from such a high standard of care, particularly when hearing about difficulties others encounter elsewhere.

Felt genuinely listened to and reassured

I recently visited a local doctor's surgery and had the pleasure of receiving excellent service from a member of the clinical team. From the moment I walked in, I was greeted with a warm and friendly smile, setting the tone for my entire experience. The healthcare professional's professionalism and attentiveness were truly exceptional. They took the time to listen carefully to my concerns, showing genuine empathy and understanding. Their depth of knowledge and expertise were evident as they provided me with clear explanations and answered all my questions with great patience. Overall, my experience at the surgery was outstanding, largely due to the exceptional service provided by this member of staff. I left the clinic feeling reassured, well-informed, and confident in the care I had received.

Friendly reception made the visit worthwhile

Outstanding medical practice

Kind staff and efficient appointment booking

The practice demonstrates wonderful kindness and excellent organisation. They are doing outstanding work. Much appreciated!

Lucky to have such a good local surgery

Excellent, I feel fortunate to have access to such a high-quality practice with a wonderful team throughout. Much appreciated.

Online booking made urgent care straightforward

This practice represents the best of what healthcare can be. Over more than three decades, our family has consistently received exceptional care from this surgery. Every member of staff we interact with—across all roles—demonstrates genuine helpfulness and a pleasant demeanor. Recently, I experienced symptoms that caused concern. I used the online system on a Sunday evening to arrange an appointment for the following day, and spent approximately 15 minutes with a clinician at the practice. They promptly organised imaging at the local hospital for a few days later. After attending for the scan, I received confirmation within a day that the results were reassuring. This practice has proven entirely reliable. We feel fortunate to have access to their services.