Danbury Medical Centre

Danbury Medical Centre Feedback

1. Obstructs access to care

   I am utterly dismayed by the continued failures of this GP surgery to provide even the most basic level of care, particularly in light of the NHS Patient Charter which clearly states that patients have the right to access GP services when needed. This surgery seems to go out of its way to make that impossible.

   Today, I attempted to secure a same-day appointment for my 5-month-old baby – a vulnerable patient who, by all reasonable standards, should be prioritised. At 7:45 am, I completed an eConsult form only to be informed that because my child was under 6 months, the request could not be processed online and I was instructed to call the surgery instead.

   I followed this instruction immediately. The phone lines, which supposedly opened at 8:00 am, were engaged constantly. After repeatedly calling, I finally got through at 8:30 am, only to be told by the receptionist that she would not help and that I must use the eConsult form – the same form that had just rejected my request due to my child’s age and was now closed for the day.

   This is a completely unacceptable cycle of deflection. It is both frustrating and unsafe, particularly when it involves the health of a small child. What is the point of these systems if they contradict each other and ultimately result in no care being provided at all?

   This is not a one-off incident. It is part of a consistent pattern of inaccessibility, where:

   The eConsult forms are live for less than an hour, making it impossible for many to even request help.
   The phone lines are constantly engaged, and when you do get through, staff offer no support.
   Reception staff act as gatekeepers, referring you in circles rather than helping you navigate care options.
   This surgery is failing its patients – not just in convenience, but in its basic obligation to provide access to medical care. It is frankly disgraceful, and it raises serious questions about accountability, safeguarding, and the quality of care management.

   If you are a parent, carer, or anyone with pressing health needs, do not expect this surgery to support you. They are running a system that feels designed to discourage, delay, and ultimately deny access to care.

   I will be raising this formally and urge others with similar experiences to do the same. Patients – especially babies and vulnerable individuals – deserve better.

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2. Front of House Team

   Staff are one of the key factors of any doctors surgery. And most times I have found that the staff at Danbury Medical Centre are normally cold and un helpful, But I must reach out and say that they are now trying to understand patients and one lady in particular Lindsey. Who in the last two times of my visits as gone that extra mile for me . She has even taken my problem to a doctor instead of just sending me off, She is front of house valuable team member and we need more Lindsey’s please

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3. Shambolic and lackadaisical admin

   Wondered why my chemist still hadn’t got my regular monthly prescription. Was told it had not received the relevant form from the surgery since June. Had to go to surgery to investigate. Couldn’t deal with it at reception- I need dispensary which was closed for a full hour at lunch. So on second trip they looked up my details and said it might have been because I needed a review- which I knew I’d had. The fact the review had been done had not been marked on my case notes. They said they would sort it out and it was nothing to worry about. But I got no apology for the inconvenience of a wasted trip to the chemist and two to surgery- as if such sloppiness is acceptable. I’m worried for people who can’t sort out things like this and so go without their medicine. Second situation- my son reregistered in early July but had no confirmation. Good job we checked because first of all they couldn’t find his paperwork then said they needed me to prove my address too, yet no one contacted him to let him know. All seems very unprofessional to me. This is on top of the regular situation of never getting an answer on the surgery phones and it being virtually impossible to get an appointment. I’ve been registered here since 1990 and the way this practice is run is worse than ever. Swanky new building seems overly large and it’s hard to see how it’s been worth the cost when you can’t get appointments in there. They now say ring after 8am – well I have to commute then and can’t do this. There are too few appointments offered online. You never see the same medic twice so have to repeat your history. Often I use the weekend service elsewhere but it’s wrong that I have to do this. The medical practitioners are good once you finally get to see them thankfully, but the administration side needs a proper troubleshooter in to bring it to professional standards. Everyone I know has similar complaints.

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4. Rude

   Reception staff unhelpful and rude when trying to register so found another surgery that was very helpful and polite

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5. Poor

   Never able to get an appointment, never see the same doctor twice, and half the appointment time is spent looking through your notes.
   Receptionists are rude and think they are doctors. Leave you standing at the reception whilst they talk about their nights/weekends out.
   Has become worse since moving into their new building.

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6. Access to Treatment

   Have had Ongoing Health issues over the last three years but there still hasn’t been a diagnosis. Seems to be if you aren’t constantly chasing or pushing for further treatment you aren’t contacted and left to your own devices. Latest problem has been with waiting 8 weeks for a referral to attend outpatients at Hospital to be sent to the wrong type of Specialist. Appointments are in excess of 3 weeks to discuss this with a GP with symptoms getting worse day by day.

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7. Caring local surgery

   Four generations of my family go to this surgery and we have had a very positive experience over the years. The practice is busy but well run and it is usually possible to get an appointment on the same day if you call in the morning. The reception staff are very helpful where they can with getting appointments, particularly for my nan who is in her nineties.The doctors and nurses are caring and knowledgeable.

   In terms of areas for improvement, the practice is moving to a new bigger location which I think will be positive as the area where people wait for prescriptions is small and tends to be crowded and the car park does not have enough spaces.

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