The Queensway Surgery

Staff could smile a bit more often

It would be pleasant if the team showed a bit more warmth during interactions. I understand they may face challenges in their role, but it would be nice to receive a friendly demeanor when being attended to.

Poorly run practice with long waits

Unsatisfactory practice with significant operational issues and disappointing service quality. Not recommended.

Couldn't get appointment despite health needs

I attempted to book an appointment with a doctor yesterday but was informed that none were available. I have not had a consultation at this practice for several months. Given my ongoing health conditions requiring regular monitoring, I find it concerning that I am unable to secure an appointment. It appears that the practice may not prioritise continuity of care for patients with complex medical needs, which I find disappointing. On previous occasions, I have felt that my concerns were dismissed rather than properly addressed.

Couldn't get through on the phone

I would prefer to rate this experience lower if possible.

Long wait times and unhelpful reception staff

This practice has not met my expectations. I found interactions with management to be unwelcoming, and I felt the reception team were unable to provide the level of service I required.

Felt rushed and not properly listened to during appointment

We attended the surgery today as my child required medical attention. However, we felt that the consultation was handled in a manner that lacked warmth and attentiveness. The clinician appeared dismissive throughout the appointment and did not seem fully engaged when my child was describing their symptoms. Despite presenting with what we understood to be an infection, no medication was prescribed. We would appreciate it if future consultations could be conducted with greater care and consideration for patients' concerns. It is important that appointments are not rushed, and that patient wellbeing remains the priority. Respectfully,

Receptionists unhelpful and talk over patients

The reception staff have been unhelpful and dismissive during my interactions with them. I've experienced inconsistent information across different visits, and I've felt unheard when trying to explain my concerns. I've had difficulty obtaining support with a medication matter, and the lack of assistance has prolonged my discomfort. The communication style has been frustrating, and I've found the overall experience stressful enough that I'm considering changing to a different practice. This situation has taken a toll on my wellbeing.

Felt listened to and shown helpful exercises

My appointment this afternoon was very positive. I felt genuinely welcomed and heard by the healthcare professional I saw. They took time to explain my condition using their computer and provided me with a comprehensive set of exercises aimed at helping me manage my discomfort. Having had less satisfactory experiences with previous medical providers, I made the decision to switch to my current practice. Since doing so, I have been quite pleased with the standard of care I have received.

Proactive approach saved me extra appointments

I'd like to share feedback about my experience at Queensway Surgery. The clinician I saw was really proactive and helpful. They contacted me sooner than anticipated and made good progress with addressing my health concerns, which meant I didn't need to arrange an additional appointment with another doctor on a separate occasion.

Phone lines constantly busy, couldn't get appointment

Every time I attempt to contact the practice, regardless of when I call, I'm consistently told they're busy and asked to ring back later, and this happens throughout the day without fail. The service is disappointing, and I spent weeks trying to secure an appointment regarding a health concern but was unsuccessful. Now I'm unwell and experiencing breathing difficulties. I feel the practice should reconsider its operations, as all I needed was a brief consultation which didn't materialise. I believe the staff should reflect on whether they're suited to working in healthcare settings. Additionally, there appears to be an ongoing issue with updating my personal details, as I continue to receive correspondence with incorrect information next to my name. It would be helpful if the practice took more care in maintaining accurate records.

Quick appointment with helpful service

The service was pleasant, with minimal waiting time, and the healthcare professional was friendly and supportive throughout the appointment.

Couldn't access same-day appointment despite calling early

I called repeatedly waiting for the practice to open as I was concerned about a health issue and was informed they had no available appointments that day. However, it seemed unusual that appointment slots only became accessible after I made contact. This experience left me feeling that administrative targets may be prioritised over patient access to care.

Appointment booking system needs serious improvement

Attempting to secure an appointment has been extremely frustrating. I have been experiencing ongoing health concerns following a recent illness, and I feel the practice has not provided adequate support with my situation.

Helpful staff made me feel supported

All members of the team, including administrative personnel and clinical staff, have demonstrated professionalism, kindness, helpfulness, efficiency, support and expertise throughout my interactions. I am appreciative of this practice.

Reception dismissed urgent health concern without assessment

I have been dealing with a respiratory infection for several days. When I contacted the practice to request an appointment, I was advised to contact the out-of-hours service after the surgery closed. The staff member did not enquire about my circumstances, such as whether I had access to transport or the means to travel elsewhere for care. Several days have now passed and my condition has not improved, leaving me feeling quite unwell, particularly given my age.

Patient Appraisal – Recognition of Care

I am writing to formally recognise and thank Dr Jamil Sorouji and the wider practice team for the quality of care I received on 25.10.25. This feedback is offered in the spirit of the NHS People Promise – “we are recognised and rewarded” and the NHS England recognition framework, which emphasise specific, timely, compassionate appreciation that connects individual contribution to better patient care. 1) What made a meaningful difference: Dr Jamil Sorouji.created space for me to explain my concerns without rush, summarised what they heard, and checked they had understood. Understanding: They explored how symptoms affected my daily life and acknowledged relevant history (COPD). Empathising : Their manner was calm and respectful, which helped reduce my anxiety and built trust. Helping (clear, practical support): I left with a clear plan, timescales, and what to do if things changed. 2) Quality of information and shared decision-making Options were explained in plain language, including benefits, risks, and alternatives. 3) Access, inclusion and reasonable adjustments The practice considered access needs ensuring the service felt fair and welcoming. The appointment type and length felt proportionate to my needs. 4) Joined-up working and follow-up Next steps were documented clearly and shared appropriately (e.g. referral to Southend hospital, test requests). Safety-netting & continuity: I received clear guidance on what to monitor, how to seek help, and who to contact. 5) Alignment to NHS values and the People Promise This experience reflected compassion, respect, inclusivity and professionalism, and demonstrates how everyday, sincere recognition is deserved for day-to-day excellence, not only for extraordinary events. It is exactly the kind of care that supports wellbeing, engagement and retention described in the NHS recognition framework. Thank you Please pass on my thanks to Dr Jamil Sorouji. any staff involved, including reception whose contributions enabled such a positive outcome. Kind regards

Reception staff went the extra mile for me

I called the surgery and spoke with a member of the reception team who was incredibly kind, patient and extremely helpful. They listened to the issue I had and even put me on hold to speak with their manager to find out how best to help me. Very grateful for their top level care and service in a very difficult and demanding role within a busy GP surgery. Thank you to the team.

Staff really listened and took time to help

I wanted to express my gratitude for the excellent care and assistance I've experienced recently. I've faced considerable challenges over a short timeframe, and I'm genuinely thankful for how attentive, compassionate, and supportive the team has been throughout. I've attended various GP practices across different regions of the UK, and this practice stands out as by far the best I've encountered. Every member of the clinical and administrative team I've had contact with has demonstrated empathy, tolerance, and genuine engagement in listening to my concerns. It's reassuring to feel valued and to witness the team's sincere commitment to understanding and addressing my health needs.

Dismissed without support or compassion

Was asked to leave the consultation as the clinician felt my mental health concerns were not a priority. I experienced a dismissive attitude throughout the appointment. I left feeling distressed and in a vulnerable state. Support was subsequently provided by another healthcare professional outside the practice who gave me the help I required. I have not felt confident about scheduling further appointments since. I would advise caution when seeking mental health support at this practice.

Polite and helpful reception staff made the difference

I had an appointment today and the staff member I saw was very courteous and supportive, demonstrating a genuine willingness to assist. I appreciated their helpfulness and the support they provided during my visit.