Rainham Health Centre
JR
Jeet R. 5 months ago • From Google
Bad
I found this experience quite frustrating. I was unable to access my prescriptions and test results through the online system, so I contacted the surgery. After a lengthy wait of around 40 minutes, I was advised to download the updated application. Once I installed it and attempted to log in, I still could not gain access to the information I needed, and I was placed on hold again. While I consider myself reasonably competent with technology, I found the application difficult to navigate and unintuitive. This concerns me greatly, as I worry whether I would be able to access urgent support if I needed it in the future. The reception team were helpful and professional, but the overall experience with the application and the process of reaching someone was disappointing. The application design and accessibility require significant improvement, and I would urge the practice to prioritise making these systems user-friendly. I am also concerned about the impact on vulnerable patients who may struggle more with these barriers and who may experience longer waits as a result. Following further contact, I was informed that the application update had affected my login credentials, and I would need to register with a different email address. I was puzzled as to why this requirement was not clearly communicated in the update notification or accompanying guidance. I requested that this feedback be passed to the practice management team and raised the question of what would happen to patients without an alternative email address available. Additionally, I was told that my blood test results required discussion with a clinician, and an appointment was arranged. However, I was unclear about how I would have been notified that this discussion was necessary. I was informed that the clinician had not yet reviewed all of my results, and contact would be made once this was completed. I found it concerning that results were not reviewed in their entirety before determining next steps. My confidence in the practice has been affected by this experience, and this is not an isolated incident. I would respectfully encourage the practice management to review their operational procedures and systems, as improvements in these areas would significantly enhance patient care and experience.
colindavid s.