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Manage The New Surgery Brentwood?
11 reviews from the local community
Read Feedback#N/A of 227 GPs services in Essex
The New Surgery Brentwood Feedback
Zero stars
Absolutely rude. Unhelpful. Staff , dosnt matter wgat time you come or call IS THE NO APPOINTMENT. NEVER. PHONE NEVER ANSWERED, AND WHEN I COME 3 TIMES IN A ROW IN THE MORNING IS NO APPOINTMENTS 8.30 IN THE MORNING. IS A F.. JOKE , AND ALL RECEPTIONISTS ARE TRAIN TO BE RUDE ABD EVEN RAICE THE VOICE ON YOU AND TREAT YOU LIJE YOU ARE IN IDIOT . ABSOLUTELY AVOID IN ANY COST!!! Noone thrte to help you . Noone
Manage The New Surgery Brentwood?
Berating of patients by reception staff
Despite promises by staff at New Surgery, to reserve a few appointment times for emergencies at 8h daily; we found that this system did not work out for us this morning.
At 8h today there were no immediate emergency appointments when we called into the New Surgery, Brentwood. The receptionist with name tag “*****” twisted what the patient said and deliberately seemed to want to humiliate her. The rude attitude towards this patient was a follow on from when she had seen an advanced practitioner nurse, who tried to pass herself off as a doctor. (This is something I also experienced at Broomfield hospital last year).
Patients would like to know why, when there is something urgent to report to their GP, the receptionists prefer to delay.
Receptionists ask, “what is wrong with you?” – But they aren’t medically qualified to decide what is urgent & what isn’t.
It seems that the receptionists’ rule of thumb for delay is: ‘if you have grey hair and are over 65yrs, then you can wait, and be talked down to in front of the whole waiting room’.
The other receptionist was also clearly annoyed that she was having to cover reception & book in of appointments, However, she was not as brusque as “*****” appeared to be.
All those who waited in line to be seen were equally unhappy with the responses that they were given. This was also the case the previous time I attended the surgery and an old man who took a taxi to just get an urgent appointment was talked down to by the receptionist.
Outside the Surgery, lines of urgent patient appointments waited for the surgery to open at 8h, (reminiscent of war & crisis queues). For people who can’t stand for long periods, there is no where for them to sit and wait in line.
Patients ask,” why are many of the Drs part time? Do they also work in the private sector to bolster their salaries, and end up letting the public purse pay them twice?” (As happens with many consultants and other specialist Drs at many state run hospitals such as Broomfield etc?)
Why doesn’t the full list of Drs practising out of New Surgery appear in full?
“There are so many names of Drs mentioned at appointment times, that aren’t listed officially”, patients have noted over the past months?
Brambles – the so called ‘ sister practice’ is a case in point where ‘ACE’ doctors get their normal salaries from their own GP surgeries and then earn extra by doing Bramble’s work. Some boost their personal reputations as well as salaries by referring patients to their private sector suppliers & “mate’s ultrasound services” etc. (Even when its not entirely necessary). It grieves me to say all this, but I’m not alone in what I say. Its just that too few feel that they can say all this negative observation for fear of reprisals. And judging from the way reception staff act towards many patients these days, the public are probably right to fear those reprisals. Maybe a therapist can help receptionists to vent their own angst more effectively, before coming to work in New Surgery and the like?
Maybe its time the National Health Service was revised again, so it runs for the public benefit and not the convenience and financial gain of some of its less altruistic medical staff who openly strip the NHS facilities of resources’, and put low paid poorly trained staff in reception to deal with unsuspecting patients. – Leaving older patients particularly disappointed because they remember when the current NHS structure and services did run smoothly. The success was largely because Drs were paid inhouse and supported by the public purse.(Probably 99% of the time).
It seems that forcing Drs to all have separate businesses and to invoice the NHS for their time, leaves the medical staff uncommitted.
NHS labour becomes more expensive in the long run because the staff have nothing to loose by spinning out the job – what ever it happens to be. If a hospital wants to terminate staff, they soon pick up another job with another NHS or privately run healthcare body. No one is openly and really seriously monitoring the most common situations that folk face at their local GP surgeries and hospitals. Politicians have previously been too afraid to make changes that will really alter the NHS structures. (Although Wes Streeting says he is doing so)
Patients in the meanwhile suffer petty problems at GP level which shouldn’t be happening. It doesn’t cost to be polite to the public.
Then there are those running surgeries in leadership roles and who are also probably at their wits end. Maybe it’s easier for medical leaders to stick their head in the sand? But really they need to talk to patients and be more open & accessible to patient comments that haven’t been filtered by reception staff. Something has to change please!
Manage The New Surgery Brentwood?
Wrong by nhs admin staff waste public £’s
Some NHS Reception staff seem to exceed their authority. Ie. Telling the Drs how to respond, rather than the other way round.
Like many patients, I suspect that complaints & written letters of request don’t always get passed on to the Drs to read. Drs should decide key issues for themselves.
Instead, the Drs increasingly seem to do what the reception staff tell them to do.
If the reception staff don’t like what they read when they receive a patient’s request, they seem to find a way to sideline that letter or request.
When reception staff are called out over their deceptions, they often react unprofessionally thereafter.
Often NHS reception staff fail to answer the phone & cause needless delay; they use their control inappropriately from time to time.
Some use their control to cause further delays to patients.
Some reception staff don’t answer the phone deliberately. This has been reported numerous times by other patients too.
Patients have watched some
staff continue their inconsequential staff chatting – whilst not on a break. When the phone rings out they ignore it.
Sadly, the same happens in many reception points throughout the NHS.
No wonder so many frustrated patients react badly whilst awaiting treatment.
Some reception staff appear target some patients using controlling, unprofessional & unreasonable methods. Many Drs seem unaware.
Yet these problems result ultimately in NHS waste & increased frustration all round. Goodwill has ceased to exist in many cases, & needs to be reignited.
Patients also get frustrated with reception staff who demand private medical details to be spilled out in front of waiting room audiences.
Patients are frustrated that reception staff won’t give the patient an appointment unless they come into the GP surgery in person, since their phone is rarely answered. Its as though staff have been trained on how to stop
Patients being seen by a Dr,
Throughout their dealings with the public, some reception staff demonstrate a lack empathy.
Threatening notices have been posted beside the New surgery reception as well as in many hospitals, telling patients about how they must behave better or else!! …maybe face arrest ?!!
It is little wonder that these poor relationships have been building up over time.
Maybe reception staff need better training – from a patient’s perspective?
Maybe the same can be said for Drs too?
Drs are possibly expecting too much from these reception & other staff. Maybe the public expects too much too – although , as patients,
I think we deserve a more honest delivery of service – and to reasonably expect professionals to be accountable – especially if mistakes occur or when patients discover their Dr / GP isn’t even registered to treat them – which happened twice in 2023/24 at Queens & Broomfield hospitals!
In my recent 2025 experience, the in-house pharmacist at New Surgery, seemed unable to be precise when as she reviewed my medicine. Although she instructed the Dr to reissue my prescription, she also added a confusing note on my medical record. The result of which caused delay and much waste of NHS resources & my time.
I really don’t know why we needed her to intervene. Her role was unhelpful. Her written communication is poor.
Then the reception staff started to dictate to the Dr what they thought should happen. The Dr, apparently caved into whatever the receptionist’s suggested; & something went very wrong. – Again!
We’ve seen frequent waste of public money – because of the staff under the Dr’s control, have stepped out of control. And the Drs themselves are not doing their managerial roles. The lead Drs –
Need to remind reception staff that they must not be a law unto themselves, and that their remit is less than they have thought or grown into – by adopting questionable custom & practice; and not listening to , or acting upon, patient complaints sufficiently well.
These reception staff should have just simply asked the Dr to sign my life long standing prescription – which thankfully is only occasionally needed.
But instead nearly half a year has passed and I’m still waiting for the long standing prescription to be signed off.
Luckily my medical condition is not life threatening.
Yet even when it potentially was last year, too many in the NHS ignored my complaints. I witnessed sidestepping of their responsibilities from ICB through to the Trusts, Hospital HR depts, some Emergency& GP surgeries & even the GMC & NHS England!
It’s more than a pity to see the NHS so broken & its managers unable to cope.
Manage The New Surgery Brentwood?
Wrong by reception staff waste M
Some NHS Reception staff seem to exceed their authority. Ie. Telling the Drs how to respond, rather than the other way round.
Like many patients, I suspect that complaints & written letters of request don’t always get passed on to the Drs to read. Drs should decide key issues for themselves.
Instead, the Drs increasingly seem to do what the reception staff tell them to do.
If the reception staff don’t like what they read when they receive a patient’s request, they seem to find a way to sideline that letter or request.
When reception staff are called out over their deceptions, they often react unprofessionally thereafter.
Often NHS reception staff fail to answer the phone & cause needless delay; they use their control inappropriately from time to time.
Some use their control to cause further delays to patients.
Some reception staff don’t answer the phone deliberately. This has been reported numerous times by other patients too.
Patients have watched some
staff continue their inconsequential staff chatting – whilst not on a break. When the phone rings out they ignore it.
Sadly, the same happens in many reception points throughout the NHS.
No wonder so many frustrated patients react badly whilst awaiting treatment.
Some reception staff appear target some patients using controlling, unprofessional & unreasonable methods. Many Drs seem unaware.
Yet these problems result ultimately in NHS waste & increased frustration all round. Goodwill has ceased to exist in many cases, & needs to be reignited.
Patients also get frustrated with reception staff who demand private medical details to be spilled out in front of waiting room audiences.
Patients are frustrated that reception staff won’t give the patient an appointment unless they come into the GP surgery in person, since their phone is rarely answered. Its as though staff have been trained on how to stop
Patients being seen by a Dr,
Throughout their dealings with the public, some reception staff demonstrate a lack empathy.
Threatening notices have been posted beside the New surgery reception as well as in many hospitals, telling patients about how they must behave better or else!! …maybe face arrest ?!!
It is little wonder that these poor relationships have been building up over time.
Maybe reception staff need better training – from a patient’s perspective?
Maybe the same can be said for Drs too?
Drs are possibly expecting too much from these reception & other staff. Maybe the public expects too much too – although , as patients,
I think we deserve a more honest delivery of service – and to reasonably expect professionals to be accountable – especially if mistakes occur or when patients discover their Dr / GP isn’t even registered to treat them – which happened twice in 2023/24 at Queens & Broomfield hospitals!
In my recent 2025 experience, the in-house pharmacist at New Surgery, seemed unable to be precise when as she reviewed my medicine. Although she instructed the Dr to reissue my prescription, she also added a confusing note on my medical record. The result of which caused delay and much waste of NHS resources & my time.
I really don’t know why we needed her to intervene. Her role was unhelpful. Her written communication is poor.
Then the reception staff started to dictate to the Dr what they thought should happen. The Dr, apparently caved into whatever the receptionist’s suggested; & something went very wrong. – Again!
We’ve seen frequent waste of public money – because of the staff under the Dr’s control, have stepped out of control. And the Drs themselves are not doing their managerial roles. The lead Drs –
Need to remind reception staff that they must not be a law unto themselves, and that their remit is less than they have thought or grown into – by adopting questionable custom & practice; and not listening to , or acting upon, patient complaints sufficiently well.
These reception staff should have just simply asked the Dr to sign my life long standing prescription – which thankfully is only occasionally needed.
But instead nearly half a year has passed and I’m still waiting for the long standing prescription to be signed off.
Luckily my medical condition is not life threatening.
Yet even when it potentially was last year, too many in the NHS ignored my complaints. I witnessed sidestepping of their responsibilities from ICB through to the Trusts, Hospital HR depts, some Emergency& GP surgeries & even the GMC & NHS England!
It’s more than a pity to see the NHS so broken & its managers unable to cope.
Manage The New Surgery Brentwood?
Let down
Reception brilliant at fitting us in today but the Dr didn’t want to look at my daughter and hardly made eye contact with me – she was there for an all over body rash. I had to insist she look at her as she said its probably just an allergy give her antihistamines. Now I have never seen an allergy like this and I asked if she could check again and she dismissed me. I have now attended an out of hours GP and they said its the most classic case of Scarlett Fever and she needs antibiotics. Why didn’t the Dr check her out properly even when prompted?
Manage The New Surgery Brentwood?
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.
Manage The New Surgery Brentwood?
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?
Manage The New Surgery Brentwood?
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
Manage The New Surgery Brentwood?
Good not very
I’m not very happy with my new doctor,she is not supported in any way to my health
Manage The New Surgery Brentwood?
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
Manage The New Surgery Brentwood?
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.
Manage The New Surgery Brentwood?