Dr M Goyal's Practice
The Health Centre, Church Elm Lane, Dagenham, Essex, RM10 9RRContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Rubbish surgery
Rated 1 star out of 5
by Anonymous - Posted on 07 November 2022
Useless is the only way to discribe this practice you can stay on the phone for an hour at a time and no one picks up once I rang them whilst sitting in the waiting room just to see what happens receptionist sat there talking and the phone wasn’t even ringing I held on for 10 mins !!! Mixed messages from emails one hand doesn’t know what the other is doing !!
Visited August 2022
Review titled Dr M Goyal's Practice
Replied on 23 November 2022
Dear Patient I am sorry to hear that you are unhappy with the Reception Team. Your comments have been reviewed and discussed at our recent Practice meeting. Some of our staff are new and still in training and the importance of answering calls promptly has been reiterated to all the staff. We are upgrading our phone system to include call numbering and also increasing the number of call handlers at busy times. We are sorry for the inconvenience caused on this occasion. If you wish to discuss this matter further or have more information about this incident, please contact me. Thank You Practice Manager.
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Review titled Very great practice
Rated 5 stars out of 5
by Anonymous - Posted on 14 June 2022
What an amazing team of doctors, they are, very efficient and very friendly doctors and administrative staffs, who are really willing to help their patients.
Visited June 2022
Review titled Dr M Goyal's Practice
Replied on 27 June 2022
Thank you for this comment about the service you have received from our staff. This has been shared with all the staff.
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Review titled Two phone lines and over 6000 patients
Rated 2 stars out of 5
by Anonymous - Posted on 02 July 2022
I have given up trying to get through on the phone lines , I've been trying all week , followed their guidelines and still the lines either are engaged or they just keep ringing without being picked up. I've seen an earlier response on here from the Practice Manager saying they have two phone lines and people answering the phones constantly, well does she really think this is adequate for a surgery that has over 6 000 patients??? two people!! I think this surgery really needs to look into the way they operate , they obviously need more people to answer the amount of calls trying to get through. I find the response ludicrous. I work all day and cannot call into the surgery to try and make an appointment. It's a shame because once you get to see or speak to a GP you usually get a good outcome. So come on take the pressure off both staff and patients alike and sort the ridiculous way you operate your phone system and allocate more staff to answer them
Visited June 2022
Review titled Dr M Goyal's Practice
Replied on 04 July 2022
I am sorry you have had difficulty in getting through on the phone. We have planned to increase the phone lines but unfortunately have been unable to recruit enough reception staff for the last six months. After some retirements and expected departures, we have had some new staff join the team and understandably they take longer on the phone as they are learning whilst on the job. This means people are hanging on for a little longer than hoped and mostly people have been very understanding. Some of the new staff have already left because of the abuse they have received from some service users; this means the Medical Secretary as well as the Practice Manager have had to work as receptionists to ensure the phones are answered at all times whilst still continuing to recruit new reception staff. Staff shortages are being felt across every industry at present and, along with other GP practices, we have also struggled with recruitment despite advertising in different outlets, a willingness to train people without experience, giving competitive terms and conditions and offering ongoing training and development. Helping us improve the service by joining the patient participation group welcome so any truly constructive suggestions can be discussed and implemented if feasible. In the meantime, supporting the new receptionists and helping them to help you get the care you need would be welcome. Thanks, Dr Mina Goyal
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Review titled Incredible practice
Rated 5 stars out of 5
by Anonymous - Posted on 09 June 2022
I saw both the doctor and nurse and they both made me feel extremely comfortable to the point I was able to relax as I was unbelievably nervous. I left feel relieved and very happy
Visited June 2022
Review titled Dr M Goyal's Practice
Replied on 13 June 2022
Thank you for your lovely comment. We are pleased that you are satisfied with the service you received today. I have passed your comments on to our team. Thank you Practice Manager