The Loughton Surgery

Reception staff were friendly and helpful

The reception team continues to demonstrate professionalism, friendliness and helpfulness. The clinical staff are attentive, dependable and demonstrate strong knowledge in their approach to patient care.

Always helpful and supportive care

A great help as always. Thank you to the healthcare team.

Reception staff pressured me to withdraw negative feedback

I am no longer registered with this practice, but I was previously a patient and feel my experience is worth sharing for others to consider. I would encourage this practice to reflect on feedback and make improvements to avoid receiving critical reviews. During my time as a patient, I observed what appeared to be selective encouragement of positive reviews from certain patients and staff members, alongside what seemed like attempts to discourage negative feedback through various means. I noticed that critical reviews sometimes received responses that questioned whether reviewers had the correct practice, or in some cases, appeared to go unanswered entirely. Additionally, I was aware of plans to expand the practice facilities that were subsequently cancelled.

Efficient service and professional approach

Highly organised and competent care experience

Receptionist called back promptly and kindly

I attended The Loughton Surgery for the first time and found it to be a very positive experience. The reception staff member who arranged my appointment was efficient and displayed a warm, welcoming demeanor. During my visit, the clinical team noticed I was uncomfortable and thoughtfully offered me a drink. The healthcare professional I saw was comprehensive in their approach, demonstrated genuine empathy, and showed considerable knowledge. Overall, this was an excellent appointment.

Quick appointment for urgent ear problem

I'm very grateful for being able to get a prompt appointment when I attended with ear discomfort! Beyond this occasion, the entire team at the practice consistently demonstrates kindness and professionalism, and they genuinely make an effort to provide the assistance you require as quickly as possible! Thank you!

Friendly receptionists and unhurried consultations

I feel very fortunate to have access to such an excellent local practice. The front desk staff are welcoming and well-organised. The clinicians are compassionate and genuinely attentive, ensuring you don't feel hurried or that your time is being wasted. I would highly encourage others to consider them.

Felt heard and understood at last

I had a positive consultation experience. The clinician demonstrated kindness and patience while addressing my multiple and complex health concerns. I felt genuinely listened to, which was meaningful after some time. They clearly explained what fell within their scope of practice and outlined the approach they would take. They ensured I understood the next steps in my care plan and kept me fully informed throughout. I was very appreciative of this experience.

Quick responses and genuine care shown

The practice has been very responsive to my requirements and I feel well looked after by the team. I consider myself fortunate to be registered with this surgery.

Easy to get appointments when needed

I have been registered with this practice for over a decade. Whenever I have required an appointment, I have consistently been able to obtain one. The clinical staff have demonstrated genuine helpfulness and compassion throughout my care. I have been accommodated when requesting to see a particular clinician, which has allowed me to maintain valuable continuity in my treatment journey. The administrative team at reception have also been courteous and supportive. On the whole, I feel very fortunate to be receiving care at this practice.

Staff listened to my concerns and helped

This practice is excellent. My concerns are always treated with genuine consideration and the team members are consistently supportive.

Easy to book appointments when you need them

The practice offers excellent care and comes highly recommended. The surgery maintains a strong patient-focused approach with helpful clinical staff. Booking appointments is straightforward, whether by phone or in person.

Same-day appointments always available here

I cannot speak highly enough of this surgery. When the practice leadership made the decision to limit patient numbers to a manageable level, they demonstrated a genuine commitment to that approach, which means appointments are consistently available and often can be arranged the same day. There is also the option to request a preferred clinician. The clinical staff at the practice demonstrate excellent knowledge, strong listening skills, and provide thorough assessments and appropriate care options. The reception team are professional and genuinely supportive. I have never experienced my concerns being dismissed as unimportant by reception staff, something I understand occurs at other surgeries, and I have never faced lengthy waits for appointments. I am aware that patients at other practices sometimes experience month-long delays. I have recommended this practice to several acquaintances, and they have all been impressed by the standard and efficiency of the service provided.

Reception staff were friendly and helpful

The reception team provided a welcoming and efficient service. During the consultation, I felt heard and given adequate time without feeling hurried. I feel fortunate to have access to this practice.

Felt genuinely listened to during appointment

I had a very positive experience during my recent visit. The clinician was exceptionally kind, attentive, and professional. They devoted time to hearing my concerns and ensured I felt at ease throughout the consultation. I genuinely value the standard of care provided and would strongly recommend this practice.

Phone booking system doesn't match website information

I am registered at the surgery under a different name as I use my married name there. This review was originally written in 2023, and I acknowledge that circumstances may have evolved since then. I appreciate the clarification and response provided. When I contacted the surgery to request an appointment, I was informed that telephone appointments were only available if I called at 8am or 2pm on the same day. I explained that I was not seeking an urgent same-day appointment and was willing to book at a time convenient to the practice. However, I was told that advance bookings were not possible and that I would need to call back. Upon reviewing the surgery's website, I noticed it states that appointments with a preferred clinician can be booked up to 4 weeks in advance. I would appreciate clarification on why this differs from what I was told over the phone. I understand that urgent cases should be prioritised, and I am not in a situation requiring immediate care. However, I do need to be seen by someone, and my work schedule makes it difficult for me to call at the specified times. If advance bookings are genuinely unavailable, this should be clearly reflected on the website to avoid confusion for other patients.

Nurse was knowledgeable and genuinely supportive

Spoke to a member of the nursing staff who was professional and extremely knowledgeable about my symptoms, offering friendly and professional support.

Staff really listened and offered treatment options

All of the team members at this practice demonstrate helpfulness, kindness and a welcoming approach. The healthcare professionals take time to listen attentively and present a range of treatment possibilities. It's reassuring to attend a surgery where genuine care for patients is evident.

Clear explanations made me feel heard

The healthcare professional communicated in a clear and straightforward manner, and I departed the appointment feeling very satisfied with the experience.

Reception staff were helpful and attentive

Excellent service from the clinician who took the time to ask me lots of questions before reaching any conclusions. The reception staff were also very helpful and professional.