The Writtle Surgery

Phone queue wait was far too long

The phone service was disappointing. I attempted to reach the practice today and experienced an extremely long wait time. The queue appeared to move very slowly, which was frustrating.

Receptionists made me feel genuinely welcome

The reception team demonstrated wonderful warmth, kindness, and helpfulness throughout my visit.

Felt truly listened to and understood

I had a consultation with a new member of the medical team today. I cannot speak highly enough of their attentive listening skills, understanding approach, and compassionate manner. Thank you.

Phone queue didn't delay urgent help

I'm aware that the phone system can be problematic at times, but when I needed to reach someone urgently yesterday, I was pleasantly surprised. I called around 5 o'clock and managed to get through in about ten minutes. The receptionist I spoke with was extremely helpful and took the time to understand what I needed. She assured me she would pass the information along to a GP and contact me back. True to her word, I received a call from the GP within an hour. I was able to collect my prescription the following morning, and an appointment has been scheduled for a couple of days from now. The whole experience exceeded my expectations.

Poor phone service and no available appointments

The experience remains disappointing. There appears to be no improvement from previous visits. The telephone service continues to be inadequate. Availability of appointments is limited.

Couldn't get through on the phone for an appointment

I found the appointment booking service extremely frustrating. I attempted to contact the surgery multiple times over several hours to arrange an appointment for my child, and while I eventually managed to get through on a few occasions, the calls were disconnected immediately each time. Although I understand the NHS faces significant pressures, particularly given my own experience working within the service, the difficulty in accessing appointment slots has been notably challenging. This contrasts with my usual experience at the practice, which is typically very positive, making this particular situation especially disappointing.

Impossible to reach by phone during lunch

I attempted to contact the practice on three consecutive days during lunch hours, accumulating approximately three hours on hold. The phone lines appeared unresponsive during these attempts. I found this experience to be deeply disappointing.

Phone queue too long, appointments weeks away

Unable to secure an appointment through telephone contact after an extended wait. Upon visiting in person, the earliest available slot was several weeks away, which felt like inadequate management of the practice's scheduling system.

Couldn't get through on the phone

I have been attempting to reach the practice throughout the day without success in getting through.

Phone lines consistently overwhelm during opening hours

To management - your service requires significant improvement. Callers experience lengthy wait times exceeding an hour, regardless of when they attempt to reach the practice. Calls either fail to connect or result in extended hold periods before disconnection. I have found it necessary to use a dedicated redialing application to reach this practice, as getting through feels unpredictable. I would suggest reviewing your opening hours, as the phone lines do not appear to be operational at the start of the business day.

Staff took time to listen patiently

I consistently have positive interactions with the team at the surgery. They make me feel valued and demonstrate patience with me. I recognise how demanding their workload is, and I'm grateful for the care and support they have provided both today and previously.

Phone queues let down good clinical care

The clinical staff here are excellent, and the nursing team is wonderful. However, the practice is significantly undermined by its telephone system. Waiting for extended periods while being informed you're in a queue is simply not satisfactory. The callback request system is also problematic, as requested calls frequently do not come through. The current telephone system is not functioning effectively and requires urgent replacement. It is unfortunate because the clinical services provided are of good quality, yet this communication system is genuinely detracting from the overall experience.

Phone system keeps cutting callers off

The telephone frequently disconnects after just a couple of rings. When calls do get through, there have been instances where the line is ended abruptly and the phone is then left off the hook. I've observed this pattern occurring multiple times while waiting at reception, and I would be willing to hold patiently while staff manage incoming calls.

Phone lines constantly overwhelmed and impossible to reach

Experiencing significant difficulty reaching the practice by telephone is a persistent issue. Callers typically spend over an hour waiting for a response, regardless of when they attempt to contact the surgery, and this follows multiple unsuccessful attempts to even join the queue initially. The practice frequently attributes these delays to staffing shortages, though this situation has continued for considerably longer than a year, which raises questions about whether this remains an adequate explanation. While the reception team are not considered responsible for this problem, concerns exist regarding the management's ability to implement an efficient telephone system and maintain adequate staffing levels. It appears that numerous patients have raised these concerns with management previously without seeing meaningful improvements or resolution.

Phone system needs updating for efficiency

I recognise the challenges involved in managing telephone access for urgent consultations, but I wonder why a messaging system couldn't be implemented instead, given how effectively it operates in other settings? A telephone-only approach feels outdated and inefficient in today's environment. Introducing an alternative communication method would help alleviate some of the burden on the already pressured reception team.

Phone lines constantly busy and hard to reach

Ugh. I've stayed with this surgery because we're outside the catchment area for alternatives and most other practices in the area have poor ratings. Coming from an excellent GP practice elsewhere, this has been quite disappointing. The phone line is frequently engaged with no answer. When it is picked up, a receptionist occasionally assists. I've had positive interactions with one GP and one nurse so far, but I generally try to avoid contacting this surgery because getting through to anyone is so difficult, regardless of the time of day. It seems to me the surgery has poor operational management; I heard an older patient mention they had to visit in person to try to secure an appointment since they couldn't reach anyone by phone. The receptionist apparently suggested this was the most effective approach - which I find unacceptable. I would like to see the appointment system improved. The online booking platform doesn't cover all appointment categories. My child received four vaccinations from a pleasant nurse, though her guidance on pain relief was somewhat questionable. Unfortunately, 48 hours later my child developed a high temperature and I rang the surgery for guidance. The receptionist said she would check with a nurse and put me on hold, but the call dropped shortly after. I called back and waited 15 minutes for an answer, but when someone picked up they didn't speak and just put me on hold again, then the line cut off once more. I was surprised when someone rang back over 2.5 hours later, though I was grateful they did. Fortunately, when I needed to call again (following advice from 111) the phone was answered promptly and they managed to arrange a same-day appointment for my child to be examined. I'm very concerned about how unreliable the service is here.

Repeated prescription issues left me without medication

This is approximately the fourth or fifth occasion on which I have found myself without my prescribed medication. The pharmacy informed me that there was a complication regarding one of my medications at the point of placing my order. I rang the surgery reception and was scheduled for a medical appointment roughly a week prior. I believed the matter had been resolved. Upon attempting to collect my medication on a Saturday, the pharmacy notified me of a difficulty with another medication I had requested, and indicated that the surgery had not generated the necessary prescription, with no explanation provided. I was consequently left without my medication once more. This has necessitated taking time away from work on a Monday to attempt contact with someone at the surgery to establish what has gone wrong yet again. I am extremely frustrated, and the situation is particularly troubling given that stress can exacerbate my condition, which is precisely why I require this medication in the first place. The process of obtaining medication appears to present considerable difficulties, though I am unable to determine the cause as I cannot reach the surgery. On a subsequent date, the same situation occurred. Following my medical appointment, I was assured my prescription would be available for collection. Upon contacting the pharmacy, I discovered the medication had not been dispensed. With a procedure scheduled for the following Monday and my mobility now compromised, I would appreciate contact from the practice management to advise on how I might obtain my medication. I have genuinely lost track of how many times this has happened.

Struggling to reach surgery on Friday afternoons

Hello, I was wondering whether the surgery might have been closed on a Friday afternoon around that time. I have been attempting to make contact for quite some time without success. I experienced being disconnected on a couple of occasions.

Receptionist laughed at my appointment request

Requested an appointment and felt that the receptionist's response was dismissive and unprofessional, which was disappointing.

Struggling to book appointments right now

Currently experiencing difficulty in securing an appointment.