The Elizabeth Courtauld Surgery
Poor! (85 reviews)
Poor! (85 reviews)
Feedback reveals a deeply divided patient experience with significant challenges in core service areas. Phone communication and booking access emerge as persistent problems, with patients reporting difficulty reaching the surgery, lengthy wait times on calls, frequent disconnections, and appointment availability constraints. Reception experience is frequently cited as problematic, with accounts of discourteous, dismissive, and disorganised staff interactions. Communication failures extend to medication management and referral processes, where patients report unclear instructions and lack of coordination between the practice and pharmacies. The triage system receives mixed responses, with some patients finding it effective while others describe it as ineffective and frustrating.
In contrast, positive feedback highlights compassionate medical professionals, supportive doctors, and efficient prescription services when accessed. Some patients report seamless appointment booking through online systems and prompt clinical care. However, these positive experiences appear less frequent than negative ones, and several patients note inconsistency in service quality across different staff members and visits.
Broader concerns include practice environment issues, with reports of inadequate facilities and poor building maintenance. Patients also describe feeling deprioritised, with some expressing concerns about access to care and the practice's capacity to manage demand. The overall pattern suggests systemic organisational challenges affecting appointment access, communication reliability, and reception courtesy, though individual clinical encounters sometimes receive praise.
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Seen on time
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Feedback reveals a deeply divided patient experience with significant challenges in core service areas. Phone communication and booking access emerge as persistent problems, with patients reporting difficulty reaching the surgery, lengthy wait times on calls, frequent disconnections, and appointment availability constraints. Reception experience is frequently cited as problematic, with accounts of discourteous, dismissive, and disorganised staff interactions. Communication failures extend to medication management and referral processes, where patients report unclear instructions and lack of coordination between the practice and pharmacies. The triage system receives mixed responses, with some patients finding it effective while others describe it as ineffective and frustrating.
In contrast, positive feedback highlights compassionate medical professionals, supportive doctors, and efficient prescription services when accessed. Some patients report seamless appointment booking through online systems and prompt clinical care. However, these positive experiences appear less frequent than negative ones, and several patients note inconsistency in service quality across different staff members and visits.
Broader concerns include practice environment issues, with reports of inadequate facilities and poor building maintenance. Patients also describe feeling deprioritised, with some expressing concerns about access to care and the practice's capacity to manage demand. The overall pattern suggests systemic organisational challenges affecting appointment access, communication reliability, and reception courtesy, though individual clinical encounters sometimes receive praise.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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Paul G.
6 years ago
Bad!
Frustrating healthcare experience with unexpected resolution
When I initially contacted them, they claimed I'd need to wait 21 days for an appointment or use their walk-in option. (From my previous experience with their walk-in service, I squandered three hours without ever being seen.) After calling 111, who insisted I require immediate medical attention, miraculously an appointment slot opened up within two hours.
Chloe Y.
6 years ago
Bad!
Terrible service and dismissive medical staff
Despite likely being understaffed and overwhelmed, the service I've encountered on multiple occasions has been far from acceptable. Having experienced tonsillitis 8 times in the past year, I'm well-versed in identifying the different types and knowing when medical intervention is necessary. I'm typically considerate of doctors' busy schedules and hesitant to seek treatment. On my initial visit, I was prepared to wait up to two hours, understanding tonsillitis isn't an emergency. However, the receptionist was incredibly dismissive and practically turned me away. After finally seeing a nurse, I was told nothing was wrong. That evening, I visited Colchester walk-in, where a compassionate nurse diagnosed me with bacterial tonsillitis and an ear infection, providing appropriate treatment and pain relief. During my second visit to Halstead, the receptionist was again discourteous, and the doctor insisted my tonsillitis was viral and part of a cold. Despite my confident explanation that this wasn't the case, the doctor remained unconvinced. Consequently, I left and once more sought help in Colchester, where I received proper care from a considerate medical team. To summarize, if you desire prompt treatment and a welcoming environment, I strongly recommend Colchester and advise against Halstead.
Jazmin P.
6 years ago
Excellent!
Friendly staff and convenient walk-in service
Staff consistently demonstrate exceptional kindness and provide top-notch assistance. The availability of daily walk-in appointments is incredibly convenient and appreciated.
Highpoint L.
6 years ago
Bad!
Confusing communication leads to missed medical appointment
During a phone call, a receptionist informed my partner about ordering her depo injection. Upon visiting, another receptionist claimed it wasn't necessary. We subsequently cancelled the initial appointment for personal reasons. I returned to the surgery to reschedule, and was assured they would handle the injection order. I thanked the receptionist and left. Two days later, my partner spoke with the same receptionist who had booked the appointment and was directed to wait in the reception area. When called for her appointment, the nurse questioned why she hadn't brought the injection, stating she was supposed to collect it from the neighboring pharmacy. I went to retrieve it, only to be told no order had been placed. Returning to the surgery, I was informed that "the pharmacist hadn't collected the prescription". While this might be accurate, we were never explicitly told we needed to collect the injection ourselves. This miscommunication resulted in us being nearly an hour late and missing another critically important appointment that will likely take weeks to reschedule. Moreover, I found the receptionist's demeanor patronizing and defensive when I understandably expressed frustration. Critical information should be clearly communicated to patients, not left for them to guess or assume.
Emily S.
6 years ago
Bad!
Terrible first impression from unhelpful phone receptionist
I am absolutely stunned by the incredibly discourteous treatment I received from the receptionist during our phone conversation today! When I inquired about potential appointment availability, I was curtly dismissed with a blunt "NO!" followed by complete silence... without any guidance or even a basic apology. I was forced to proactively seek information about my next course of action. It truly isn't complicated to demonstrate basic telephone courtesy, especially given that most callers are already experiencing health concerns. It's particularly disappointing because the medical staff are all wonderful, yet this single receptionist represents the initial point of contact. While I've never previously encountered issues with reception staff, this interaction is regrettably the experience that will linger in my memory.