The Laurels Surgery - Ratings and reviews
Reviews
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Review titled Absolutely shocking
Rated 1 star out of 5
by James grady - Posted on 26 April 2024
Whilst I appreciate the NHS is in a complete and utterly mess, the standards of service offered by practices now is beyond appalling. Having managed to get an appointment and Dr agreeing that there's an issue, I was sent for a blood test. I then get a message saying they're ready please contact us to arrange an appointment. This is where the problems start. 93 calls starting at 0800hour and I still can't get through. 93 calls to be told staff are too busy!! And still can't get through. How anybody who works and is unable to spend their days trying to get through to this awful practice is in trouble. The good news is .. . If you are ill you'll never know it. Take some comfort in that I suppose.
Visited April 2024
The Laurels Surgery has not yet replied.
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Review titled Shocking service
Rated 1 star out of 5
by Anonymous - Posted on 01 November 2023
I understand that the NHS is stretched and that GP surgery’s are busy. However during the past month I have had no choice but to access out of hours services for my 8 year old child who had a severe chest infection, my husband had to attend out of hours for ongoing stomach problems where he was advised to book a follow up GP appt that we have been unsuccessful in getting. I called this morning and got through after 8 minutes to be told, sorry no appointments call back tomorrow. I suffer with aniexty and have a throbbing pain behind my knee that I am concerned could be a DVT, therefore I will be attending A&E just incase as I’m unable to get a medical opinion. Can’t remember the last time I actually was given an appointment for anything. We will be moving surgeries as even the attitude of those on the phone is appalling each day.
Visited October 2023
Review titled The Laurels Surgery
Replied on 06 November 2023
Dear Patient, Thank you for leaving us your feedback and we are genuinely sorry that your family have faced a number of difficulties at our surgery. It is very frustrating for us when we receive anonymous feedback, as we have no way of establishing what has happened from our point of view, or to investigate the concerns raised. I urge you to contact me via Sidney.laurels@nhs.net so that I can address your concerns personally and thoroughly. As these reviews are public, I feel it is important to reply as best we can to reassure other viewers, and to respectfully challenge any inaccuracies. Since May this year our reception team have not been informing patients to ‘call back tomorrow’ and instead direct patients to other appropriate providers. Depending on the health issue, this might include booking an appointment with one of our other clinicians such as our Pharmacist, Physiotherapist, Paramedic Practitioner etc. Other services include calling NHS111 after 6:30pm, visiting a community pharmacy, opticians, or the local Urgent Treatment Centre at Colchester and lastly, attending A&E if the issue is severe. In light of your feedback, we will be reinforcing this practice and remind all staff booking appointments not to advise patients to ‘call back tomorrow’. We do have a small number of reserved appointments for emergency issues, which generally include acutely unwell children who can deteriorate very quickly. It is very rare for us to turn away a seriously ill child. Did you know that we can now pre-book some appointments up to two weeks in advance? This would have been the ideal option for your husband’s required follow up. It sounds as though you and your family would benefit from using eConsult via the NHS App our website. This is not booking a confirmed appointment, but rather an alternative to contacting us by 'phone. Patients submit their query by filling out some questions and we will then contact them, on the same working day if the query is of a clinical nature, or within three working days if it is an administration query. These eConsults are handled in the same way as if the enquiry came in over the telephone. An eConsult can be completed at anytime (with the exceptions of weekends and Bank Holidays) which takes the pressure off of the 8am rush to get through on the phone. I am sorry you feel we have let you down and that we have not been there for you when you needed us. I hope this reply has been informative and that you feel able to contact me; I would genuinely be pleased to talk to you about your concerns. Alexandra Jones Practice Manager
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Review titled Excellent service
Rated 5 stars out of 5
by Howard Thomas - Posted on 30 May 2023
Excellent audiology service. The waiting time was short,the audiologist gave me an explanation of the process of extracting the surplus wax lodged in my ear. The whole process was without discomfort.
Visited May 2023
Review titled The Laurels Surgery
Replied on 11 July 2023
Dr Mr Thomas, I am very pleased to hear that you had such a good service from The Laurels Surgery - however, I think you meant to leave a review for a different Laurels! (our postcode is CM3 3DX) It would be a pity if your surgery did not get your lovely feedback, I hope you will not mind resubmitting your review. Alexandra Jones Practice Manager
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Review titled Terrible service
Rated 1 star out of 5
by Anonymous - Posted on 05 January 2023
If you're lucky enough to get through on the phone, you've got to be extra lucky to get past the reception for even a phone call from the triage. I've been trying for 2 years to get an appointment over stomach issues and still have not seen a doctor. There is high risk cancer I my family and I'm concerned. The anxiety I get just trying to get an appointment is debilitating. Just all round awful practice and service!
Visited January 2023
Review titled The Laurels Surgery
Replied on 05 June 2023
Dear Patient, Thank you for your review, and I am sorry to hear that you were finding it difficult to get through on the telephone. Following feedback from our patients, we upgraded our telephone system so that it can better cope with demand and have had overwhelmingly positive feedback so far. It would appear that you are comfortable using online methods of communication and I would really recommend you try eConsult, via the NHSApp, or from the front page of our website. This is not for booking a confirmed appointment, but rather an alternative to contacting us by 'phone. Patients will be able to submit their query by filling out some questions and we will then contact them, on the same working day if the query is of a clinical nature, or within three working days if it is an administration query. These eConsults are handled in the same way as if the enquiry came in over the telephone. I would be very pleased to speak to you if you have any further comments or queries; please do get in touch. Alexandra Jones, Practice Manager
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Review titled Excellent practice
Rated 5 stars out of 5
by Nancy Clarke - Posted on 02 December 2022
Excellent surgery. All of the staff are highly professional, very efficient and friendly. The Doctors are very thorough and must be some of the best available. The surgery is spotless and run to a very high standard.
Visited December 2022
Review titled The Laurels Surgery
Replied on 05 June 2023
Dear Nancy, Thank you for taking the time to leave us your feedback, which I will share with the wiser staff. Despite all the challenges we and the wider healthcare system face, I am delighted to hear that you have had such a positive experience at our surgery. Alexandra Jones Practice Manager
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Review titled No help at all
Rated 1 star out of 5
by Stuart Copnall - Posted on 29 June 2022
Felt very ill & had a fever for 5 days peaking at 39.1 and averaging 38+ ( tested neg for Corona ) have diabetes and my blood sugars were completely messed up. I rang 111 who said I should ring my GP straight away but I was unable to get through. Symptoms did not improve overnight so rang GP 27 times from 8 am the next day and eventually got through at 8:30 to be told no appointments left and they were closing half day for training so there was nothing they could do and I should call back for an appointment in the morning but as I pointed out there was no guarantee there would be any appointments in the morning since there were non left that morning. I was then advised to call 111 again but they had already advised me to call my GP who offered no help whatsoever. If symptoms don’t improve then I will be another patient who ends up at A & E as my GP surgery isn’t able to offer any help or advise…..not even a call back from a nurse. Looking forward to the new Beaulieu Park surgery being opened…..they may not be any better but doubt if they will be worse.
Visited June 2022
Review titled The Laurels Surgery
Replied on 01 July 2022
Dear Mr Copnall, Thank you for taking the time to comment on your experience with our surgery, although I was sorry to hear of your difficulties and concerns. It was a pleasure to speak to you on the telephone yesterday about the issues raised in your review. As we discussed, the surgery has an agreement with NHS111 for them to be able to book some appointments directly with us for our patients. I have escalated our shared concern that you were not offered this option when you spoke to our colleagues. On the day you spoke to us we had only half the usual amount of appointments due to the afternoon closure which all surgeries have for staff training each month. When we have these closures, all our calls are redirected to out-of-hours services. The timings for you were unfortunate and I recognise this felt as though you were being sent back and forth with no help. I was glad to hear when we spoke that you on the mend. I appreciate that your recent experience was very frustrating and I am sorry that we were not able to be here for you when you needed us. Thank you for giving me the opportunity to discuss these difficulties with you directly. I do hope that you feel heard and that our conversation has been able to restore your confidence in the surgery. Yours Sincerely, Mrs Alexandra Jones Practice Manager