The Loughton Surgery

Quick appointments and helpful phone lines

Excellent experience overall - same day appointments are typically available, phone lines are responsive, and the team members are accommodating with clear communication. Recently encountered a minor issue with a prescription that was promptly sorted out, with confirmation provided via text message.

Felt at ease during my investigations

The nursing staff member was absolutely lovely. They have conducted investigations during multiple visits, and despite my tendency to feel anxious, they made me feel completely at ease on both occasions. They were engaging, provided clear information, and maintained a professional approach throughout. They clearly excel at what they do, and I would be delighted to see them again in future appointments.

Reception handles phone calls efficiently

An excellent practice that I have been attending for a considerable length of time. The reception team are highly organised when handling telephone enquiries, which helps keep waiting times manageable for callers. The clinical staff generally demonstrate genuine engagement with their patients and tend to run appointments at the scheduled times. This compares favourably with other surgeries I have experienced.

Quick appointment booking and felt truly listened to

Exceptional standard of care. As a relatively new patient at this practice, I have been thoroughly impressed and would strongly encourage others to register here. The appointment booking process is efficient and does not involve lengthy waiting times on the telephone. During a challenging period, I felt well-supported throughout. When I needed administrative documentation, the request was processed promptly within half an hour. The practice demonstrates a modern approach to healthcare delivery, utilising text messaging for sending documents and appointment confirmations. Combined with clinicians who are genuinely attentive and unhurried during consultations, I feel my health concerns are properly listened to and appropriately managed. Having experienced both private and NHS healthcare settings previously, this practice delivers a comparable standard of care to private provision. The administrative team at reception are particularly welcoming and professional, which enhances the overall experience. I am grateful for the quality of service provided by everyone here.

Grateful for the helpful support received

I'm really grateful for the support I've received from the medical team at this surgery over the past year. They've been incredibly helpful and I appreciate everything they've done for me.

Easy to reach reception and quick action

The practice operates efficiently with accessible reception services that respond promptly to enquiries. Staff consistently demonstrate friendliness and a helpful approach. Clinical team members are professional, attentive, and supportive throughout appointments. The facilities are well-maintained, clean, and provide a welcoming, peaceful atmosphere. The appointment registration system is simple and user-friendly. Patient confidentiality and respect are maintained throughout visits, with good standards of hygiene and infection control practices observed.

Quick callback got me sorted fast

I recently had quite a positive experience overall. I rang for an appointment in the morning and received a callback from the out-of-hours service within a couple of hours. They arranged a referral for imaging to be completed within the following weeks. However, the follow-up process was not as smooth, as I needed to arrange a subsequent appointment myself.

Phone calls kept getting cut off abruptly

I usually find this practice satisfactory. However, I've had two instances this week where calls have been disconnected abruptly. On one occasion, I enquired about availability for urgent appointments due to significant discomfort, and after being informed there were none available, the call ended. Today, when attempting to reach someone regarding test results, the call was terminated shortly after connecting. This has left me feeling frustrated and concerned about my ability to reach the practice when I need assistance.

Couldn't book non-emergency appointments anymore

It appears that advance appointment booking for routine matters is no longer available at this practice. On my last two attempts to schedule an appointment, I was informed that doctors only offer same-day emergency slots, which require calling first thing in the morning. This change in appointment availability has left me considering transferring to a different GP practice, as I am unable to arrange consultations for non-urgent examinations or investigations. I find this situation quite frustrating.

Professional approach and felt genuinely listened to

The clinician at this practice comes highly recommended. They demonstrate professionalism and approach each patient as an individual. Much appreciated.

Felt genuinely listened to about my care

This is an exceptionally well-run practice. I have consistently received professional and compassionate care throughout my visits. The healthcare team demonstrates a unified commitment to putting patients at the centre of their approach, genuinely valuing patient input in decisions about their own care. This reflects what I would consider to be a contemporary and high-quality medical practice. I am delighted to say that this surgery is my preferred healthcare provider.

Friendly staff and modern facilities

Excellent premises and team members

Friendly staff, though phone queues can be long

The team at this practice are approachable, supportive and considerate, and I'm satisfied with my experience. There can be delays when calling in, though the system that updates you on where you are in the queue is genuinely useful.

Professional service from a caring practice

We have been registered with this surgery for approximately three years. Throughout our time, we have consistently received a professional and knowledgeable service. While many people criticise the NHS and general practice services, we genuinely believe this practice is among the best locally. The team has provided excellent care not only for myself but also for my family members. We are grateful for the dedication and effort demonstrated by everyone at the practice.

Receptionists actually listen to what you need

I have been a patient at this surgery for many years, since its earlier location, and have continued attending throughout my family's time there. I have not experienced any difficulties obtaining face-to-face appointments or telephone consultations. The reception team have consistently been excellent, always demonstrating helpfulness and have assisted me with prescription matters on several occasions. They genuinely listen to patients' concerns and requirements. While I recognise that many other surgeries may face similar challenges, I believe constructive communication directly with the practice is more productive than expressing frustration publicly. Overall, I have found this surgery to be reliable and dependable.

Same-day appointments and genuinely helpful care

I recently relocated to the local area from another part of the country and I can confirm that this is an excellent GP practice. The team members are welcoming and I was able to secure an appointment promptly on the day I needed it. The clinician I saw was extremely attentive and supportive, addressing my concerns directly and thoroughly. I am very satisfied with the care I received.

Reception staff were friendly and efficient

This has been the finest GP practice I have attended. The clinicians demonstrate genuine compassion and take time to hear what patients have to say. The front desk team are welcoming, organised and maintain high professional standards. One particular clinician has been exceptional and deserves special recognition. I am very grateful to this clinician and all the staff members for their outstanding service.

Reception staff treated us differently that day

I collected some medical records on behalf of a family member and found the reception experience to be somewhat inconsistent. While the staff member displayed rudeness towards me, they were notably courteous and accommodating to another patient ahead of me in the queue. This difference in treatment left me with the impression that not everyone receives the same level of service at the reception desk.

Endless phone queues and forgotten care needs

Extremely dissatisfied. Have left multiple times without receiving assistance. Struggled to obtain necessary medications. Unable to secure appointments consistently. The telephone system is exceptionally frustrating, with extended wait times and repeated notifications about queue position every 10-15 seconds, lasting between 20-50 minutes. Years of poor service have left me exasperated, with information not being shared between staff and different clinicians at each visit who lack knowledge of my history. The overall experience feels chaotic and disorganised. I am actively seeking alternative healthcare provision. Would advise others not to use this practice, as interactions have been unhelpful and the experience has compounded rather than resolved my concerns. A recent appointment for a minor procedure resulted in an outcome that was not as expected, leaving me with prolonged discomfort during subsequent healing. This represents just one of numerous frustrating experiences. Deeply disappointed with the service provided.

Phone queue delays made booking unnecessarily difficult

I found the booking process quite frustrating. After spending time trying to arrange an appointment for my partner, I was informed that appointments cannot be booked on behalf of another person due to privacy regulations. Despite my partner being registered at the practice, this policy seemed to prevent us from proceeding smoothly. It felt inconsistent, as I don't recall such restrictions being enforced previously. The explanation given didn't feel transparent, and I wondered if the practice was simply at capacity rather than citing policy reasons. The difficulty in securing an appointment has left me concerned about the overall accessibility of care at this practice. The administrative barriers seem to be making it unnecessarily complicated to access services.