The Loughton Surgery

Efficient phone consultation and quick prescription delivery

The clinical team demonstrated friendliness and efficiency when addressing my mother's concerns through a remote consultation using photographs, with the prescription promptly forwarded to the pharmacy.

Friendly staff made same-day appointments possible

The clinicians have always been friendly, caring and willing to listen to questions. I feel fortunate to be registered at this practice. The reception team members are genuinely pleasant and clearly make an effort to help. I've been able to get same-day appointments on two occasions when needed. The practice handled a busy session well, managing multiple patients including those with language barriers without any issues. Overall, the staff are approachable and professional.

Booking system needs updating for modern times

It's disappointing that an online appointment booking system or mobile application isn't available at this practice in the current year.

Felt unheard when calling in distress about surgery

I have been disappointed with my experience at the surgery overall. There are multiple concerns I could raise. The primary worry for me is the standard of care provided. When I contacted the practice in an urgent situation following a medical procedure, I felt the response was inadequate. My previous GP would have arranged to see me promptly in person, whereas the current practice did not offer me that option. Additionally, I have experienced significant delays with a hospital referral, with my appointment being postponed repeatedly over an extended period. My former GP would have actively followed up on this matter and provided support. I valued that continuity of care and would have preferred to remain with that practice, but circumstances beyond my control meant I had to move. There are positive aspects to the surgery - some staff members are genuinely helpful and professional, which prevents me from rating my experience at the lowest level. I am currently considering whether to continue as a patient here. I have recently contacted the practice management team to request a discussion about whether improvements can be made to my care going forward.

Saw a very good doctor

Seen by a very good healthcare professional.

Quick phone appointment got me specialist referral

I have been experiencing neck and shoulder discomfort. I contacted the practice this morning requesting a telephone consultation and received a call back within a couple of hours. Following the telephone discussion, I was referred to a specialist for further assessment. The surgery has consistently provided reliable service. The team has always been helpful and courteous throughout my interactions with them.

Reception blocked booking then wouldn't explain the policy

I attended an appointment for a vitamin B12 injection following my annual blood tests. I had been expecting to receive one injection weekly for five weeks, but was advised during my appointment to have two injections per week instead. When I initially tried to book these appointments at reception, I encountered some difficulty, but with the support of the practitioner I was able to arrange five appointments across the following weeks. After receiving my first injection, the next was scheduled for the following day. I was not informed at any point that this arrangement was inappropriate. When I arrived for my second appointment, I was told the interval was too short and asked to reschedule. I requested to speak with the practice manager, who was unavailable, and then asked to confirm this decision with a doctor. I was not provided with the names of the reception staff or supervisor for my complaint, nor could I obtain the name of the lead doctor at the practice. Given my experience with the service provided, I would recommend verifying any diagnosis and information you receive from the practice, particularly given that I am managing multiple health conditions simultaneously.

Long phone waits for test result updates

I experienced a lengthy wait of over two hours when calling to obtain my test results, only to be informed that they had not yet been reviewed by the clinical team despite being expected to be available that day. I found the administrative staff to be disorganised, as I was provided with incorrect forms on several occasions. Additionally, I felt their manner during phone interactions was unhelpful and discourteous.

Helpful staff who listened and cared

Always supportive and making genuine efforts!!! Providing excellent care for my child on multiple occasions during challenging periods for me! The finest healthcare professionals in the area! ❤️ Thank you for your dedication and all that you do! ❤️

Phone queue wait left me frustrated and disappointed

I attempted to book an appointment by telephone and waited approximately 20 minutes before my call was answered. The staff member who took my call did not introduce themselves and informed me that no appointments were available, instructing me to ring back the following morning at 8am before ending the call. This was frustrating as not everyone is able to spend 20 minutes waiting, only to be asked to call back again at a specific time the next day with no guarantee of availability. I feel the service would be more efficient if appointments could be scheduled for later in the day when calling in the morning and finding no immediate slots, rather than requiring patients to make multiple calls.

Reception lost my documents without help

Some members of the reception team appear to have difficulty locating documents and may not provide adequate assistance when dealing with enquiries related to children with additional needs, prescription requests, or appointment bookings.

Staff were helpful and understanding

Supportive team members

Reception staff made registering straightforward and welcoming

My visit was quite positive overall. The reception team were courteous and helpful when I first registered, making the process straightforward. When I later needed to arrange an appointment, I phoned early in the day and was told someone would get back to me. Within a couple of hours, I received a call and after explaining what was troubling me, I was asked to come in. Although I felt somewhat anxious beforehand, the welcoming environment at the practice helped put me at ease, and the clinician took time to address all of my concerns thoroughly.