Thaxted Surgery

Thaxted Surgery Feedback

1. Rude reception, gaslighting, years of failure

   I have a serious long-term health condition and have spent years trying to get a blood test result properly investigated at Thaxted Surgery. I gave up last time because the stress of not being listened to made my health worse. I am now going through the exact same experience again.
   Following blood tests on 5 May 2026, I found a discrepancy across patient systems — one shows no result, another shows “Normal” with no value or range, and reception said they couldn’t see it either. Two GPs looked into it and couldn’t agree. I can see something in my own records that the surgery tells me doesn’t exist. My simple question — what is the actual number? — has gone unanswered for weeks despite two emails, multiple calls, and appointments with two GPs.
   On 19 May 2026 I called to follow up. The only appointment slots available were 8:15–9am and 3–4pm, both during the school run. I explained this. The receptionist grew frustrated. I asked if a note could simply be passed to my GP instead — refused. When I explained this had been going on for years and I’d previously had to give up from the stress of it, she said in a condescending tone: “It’s not urgent then.” I am in daily pain. That comment was cruel.
   I have also been charged twice for documents this surgery is not legally permitted to charge patients for.
   I have submitted a formal complaint to the practice manager and raised concerns with the CQC. I am sharing this with Healthwatch Essex because I know I am not the only patient this has happened to, and I hope it contributes to a wider picture of patient experience at this surgery.

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