Orsett Surgery
HW
Hollie W. 3 years ago • From Google
Bad
Called the surgery this morning at 11:45 about my child's reaction following vaccinations. I was instructed to submit a photo and provided with an email address. By 2pm I received an email response stating that images cannot be accepted via email. When I rang back to clarify this, I was informed that unless an ambulance was required, they would be unable to speak with me. (It seems odd that people needing an ambulance would call the surgery rather than 999.) I called again at 3pm and was told no clinicians were available to speak with me and there were no remaining appointments that day, so I should contact 111 instead. I rang 111 and they advised they would liaise with the practice as they were the ones who needed to assess my child. At 5:08 I spoke with reception staff who confirmed a clinician would call me back. At 6:27 I waited on hold to speak with reception. I was first in the queue for over 15 minutes and felt that the receptionist deliberately avoided answering the call before switching the phones off at 6:45. This represents the poorest experience I have had with a medical practice and demonstrates insufficient attention to a young child's wellbeing. It is now Friday and I am having to contact 111 again and wait on hold for my child to be assessed.
Amanda M.