The New Surgery Brentwood

The New Surgery Brentwood Feedback

1. Trying to get repeat prescription

   So, I need a repeat prescription for the HRT patches. Rang last week, had to wait for a call back. I was told that I was registered for online ordering. I am not. She checked and realized I wasn’t, then told that to register I have to go into the surgery for a code. Ok, went the following Saturday, it’s closed.
   Went in tonight as got off work early, filled the form up to the desk, with photo of passport on mobile. This is not acceptable, it has to be the real thing. “Can I not come in before 6.30 on another evening “? The answer is no, not without taking time off. I queried about Saturday’s – they have not opened on a Saturday for over a year, despite having 2 surgeries. Awful service and information all round. So back to the drawing board.

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2. Poor

   The surgery does not answer patient ‘phone calls. My elderly mother reliably infoms me that whenever she calls the surgery at 8am they fail to answer her call. She is then forced to visit the surgery in person, regardless of how ill she is, to make an appointment.
   I have myself ‘phoned the New Surgery 20 times at different times throughout the day recently. Not one call was answered. Other patient have similarly complained about this exact, same problem. I myself have complained on my mother’s behalf to the local CCG about this issue. In spite of this, no action appears to have been taken as this problem persists. It is an abuse. It adds to the distress of the sick patient. Why are the surgery allowed to mistreat their patients in this way?

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3. Terrible surgery

   Been treated badly by this surgery the attitude of the receptionist is awful I’ve had many problems hear and arguments I suffer with mental health and always struggle with my prescriptions here when I need them and they dont do them properly working and I’ve ended up in tears with them on a couple of occasions because of there attitude

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4. Good not very

   I’m not very happy with my new doctor,she is not supported in any way to my health

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5. Unhelpful front office and extra work for all

   There is now little concept of customer (yes – we all are customers!!) service – I’ve been with this surgery for my entire life (now in 50’s) and recently called to ask when coming in for an appointment (made >2 weeks out) if I could pick up a repeat prescription early. Seemed simple – no, request was dismissed out of hand as this “has to be made in writing” (no email) at least 2-3 days ahead of time / no apologies, no sorry about that, just lump it. Atrocious attitude and more rather than less work so also wasteful of resources. Recognition required that we live in 2017 and patients are customers – a decent attitude and some flexibility goes a long way (and saves them time). Computer definitely says no

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6. Experienced discrimination by unhelpful staff

   I am a patient with hearing difficulties and only able to make telephone calls via a text relay service. I am in of an appointment sooner rather than later and the appointments system discriminates against me and the staff were unwilling to make any reasonable concessions – such as allowing contact via email – to enable me to get an appointment. This is in direct breach of The Equality Act 2010 which requires service providers to make a reasonable adjustment to make their services accessible to disabled people.

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