The Writtle Surgery

Phone system made booking straightforward and easy

We feel very fortunate to have this as our practice - if you need medical attention, you will receive an appointment! The telephone and reception services operate an excellent system.

Struggled to reach surgery after many calls

I recognise that the practice is currently experiencing high demand, however I had to make numerous attempts to get through to the surgery and was repeatedly informed that there were no available appointments. When I called back a few days later to enquire about starting a prescribed medication, the staff member who answered the phone responded in a manner that I found quite dismissive and unhelpful.

Long-term patient appreciates consistent staff care

I feel very fortunate to have been a patient at this surgery for over two decades since relocating to the area. Throughout my time as a registered patient, the entire team has consistently demonstrated a high standard of care and professionalism. I am genuinely grateful for the support I have received.

Friendly staff who genuinely try to help

The team here is very approachable and consistently makes an effort to assist patients.

Phone lines ignored while staff chatted elsewhere

I found the phone service to be quite poor. While waiting in the reception area, I noticed the phones ringing repeatedly while staff appeared to be engaged in casual conversation and seemed unresponsive to the incoming calls. My experience with appointments has been frustrating, as I feel I've been going back and forth without resolution. I've encountered a situation where the practice has indicated they cannot assist further, yet the specialist department requires a referral from the practice to proceed. After several months, my concerns remain unaddressed. I'm disappointed with my overall experience at this practice. Given that switching providers isn't straightforward for me, I'm uncertain about what steps to take next.

Hard to get through on the phone mornings

My GP is always attentive, supportive and maintains a professional approach. I feel comfortable discussing any concerns with them. The reception team are friendly and do their best to work around my healthcare needs. The main challenge I face is reaching the practice by telephone during morning opening hours to arrange an appointment.

Receptionists and doctors went above and beyond

Warm wishes to all the staff at the local surgery. Having resided in the area for many years, we have been patients at this surgery throughout that entire period. My daughter and her family continue to use the practice, and we cannot express enough gratitude for their consistent hard work and commitment. A couple of years ago, we relocated abroad and, after an extended period without seeing our family, we decided to return for a few weeks to spend the festive season together. During this visit, I experienced some health concerns and registered with the surgery as a temporary patient. The care I have received from the reception team through to the clinical staff has far exceeded what I anticipated. Every member of the team has demonstrated genuine helpfulness, compassion, and professionalism. I wanted to convey that my health is on an upward trajectory and I am looking forward to celebrating the festive period with my children and their families all in one place. Season's greetings and sincere thanks to this exceptional NHS team.

Friendly staff made the appointment easy

Excellent overall service. The clinical team and reception staff demonstrated high levels of competence and professionalism throughout.

Phone lines impossible to reach when unwell

I would give a lower rating if possible. The phone lines are consistently unavailable. I made numerous attempts to reach the practice, and when I finally got through, I was placed on hold before being informed that despite my recent hospitalisation and being unable to leave bed, the earliest available appointment was a fortnight away, and this would be conducted over the phone rather than in person. When the appointment eventually came through, I received a call at 7pm after having waited throughout the day and attempting unsuccessfully to contact the surgery for an estimated time. The call was disconnected partway through, and I have not received any further contact since. I am in the process of registering with a different practice. I would recommend looking elsewhere.

Injection explained clearly and painless

I recently had a steroid injection at the practice. The clinician explained the procedure very clearly beforehand and I can honestly say the experience was virtually painless. Excellent service. Thank you.

Couldn't get through on the phone

The telephone system is difficult to use, and the reception staff were unhelpful. My partner made a call within a tight timeframe as she needed to be home for it. She is now unable to secure another appointment or callback for several weeks. This has left her concerned that she may not receive timely care and worried about potential health deterioration or discomfort in the interim.

Social prescriber made a real difference

I have absolutely no idea how I would have survived without the fantastic support from the social prescriber at the practice. They are an absolute lifesaver, and I'm so grateful for their continued help and support.

Phone queues make booking appointments frustrating

The telephone system presents significant challenges, with wait times occasionally extending to an hour or longer. Upon reaching someone, patients must provide detailed explanations to reception staff, who repeat information back audibly in front of others. During the pandemic, I required an appointment for a physical concern but was unable to secure a face-to-face consultation. I was instead asked to submit photographs, though the initial link proved non-functional. Additionally, the local pharmacy frequently lacks availability of prescribed medications. This process has been considerably stressful while managing health concerns. My accumulated negative experiences have discouraged me from continuing to access these services.

Impossible to get through on the phone

It has been quite frustrating trying to reach the surgery by phone. The practice advises calling back at specific times, but when attempting to do so, the line is often busy or fails to connect. On occasions when the call does go through, it can take a considerable amount of time before someone answers. Multiple attempts are typically needed before successfully getting through to someone. This has been a disappointing experience overall. Improvements to the phone system would be beneficial.

Receptionists helped arrange appointments easily

There is much to commend about this practice. Appointments are available without lengthy delays. The reception team members are welcoming, personable and genuinely make an effort to assist patients. The clinical staff and wider team have provided excellent support for my family members, and the reception has collaborated effectively with me to coordinate appointments and other arrangements. Thank you

Helpful staff made me feel understood

Over the past several years since registering with this practice, I have consistently found the entire team to be supportive and compassionate. I feel fortunate to be a patient here and greatly appreciate the care I have received.

Helpful staff who actually listened to me

Extremely useful in addressing my concerns. I would strongly suggest this service to others.

Reception was dismissive, but appointments feel genuinely listened to

Below was my original review. However since joining I was assigned to a healthcare professional who had exceeded my expectations. They provide a sense of genuine care and interest during patient appointments. They put effort into addressing requests and acting upon them. Having attended several GP surgeries over the past year as I have relocated within the region, I can honestly say they bring patient care to a new level. When I went to register as a new patient, I was unaware of the process. I was greeted by reception staff in a manner I found unwelcoming. Rather than receiving helpful guidance, I experienced brief responses, limited engagement and a tone that felt dismissive.

Struggling to book appointments by phone

The team members are excellent and provide good care, however the facility would benefit from expansion as it currently feels overcrowded. Booking an appointment through the telephone system is quite challenging.

Phone lines impossible to get through on

Getting through by telephone proves to be quite challenging, and securing an actual appointment feels nearly impossible. The reception staff can come across as discourteous and condescending, and even when fortunate enough to obtain an appointment, the clinic frequently runs behind schedule, resulting in a hurried consultation when your turn finally arrives. Appointments become available at 8am each day, and on a recent attempt to call at this time, multiple tries were needed before successfully connecting, only to be informed that all slots had already been taken and another call would be necessary the following day. It would seem more practical if appointments could be booked at any time for future dates, whether that be the day after tomorrow or further ahead in the week. The current booking arrangement appears unnecessarily restrictive.