St Clements Health Centre - Ratings and reviews
Reviews
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Review titled Totally useless
Rated 1 star out of 5
by Anonymous - Posted on 15 April 2024
Need a fit note for work. Unfortunately I have to wait 9 days for it!! After my wages cut off day so I won’t be getting paid this month!! Do they care? No. That’s what happens when you use private healthcare provider. “It’s not an emergency” well it is for me because I can’t pay my rent or bills!! Absolutely shocking! The stress is as bad as the pain im in. Shame on them.
Visited April 2024
St Clements Health Centre has not yet replied.
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Review titled Friendly and Professional
Rated 5 stars out of 5
by Charlotte Shinners - Posted on 30 October 2023
I've never had a negative experience when attending St Clements. My appointment today was handled in a friendly but professional manner. The Practitioner communicated clearly and unambiguously with me and had clearly read my notes. I was fully involved with decisions regarding management of my condition. I didn't feel rushed and was given time to speak about my health, I felt very much that I was listened to. My appointment was very positive in all aspects.
Visited October 2023
Review titled St Clements Health Centre
Replied on 20 November 2023
Dear Charlotte, Thank you for your positive feedback on your experiences at St Clements Health Centre. We are truly grateful for your kind words. It's heartening to hear that you've consistently had positive experiences and that your recent appointment was handled in a friendly and professional manner. We're pleased that the clinician communicated clearly and attentively, showing a thorough understanding of your medical history. Your feedback about feeling fully involved in decisions regarding the management of your condition is invaluable. We prioritise patient engagement and are delighted that you felt listened to during your appointment. Thank you once again, and we look forward to continuing to provide excellent care. Kind regards, Luljeta Maliqi Practice Manager
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Review titled receptionist
Rated 5 stars out of 5
by michele de lima - Posted on 18 September 2023
The receptionist was Very nice and helpful, e consult explained very well and 100% very happy with the service provided and taught me how to fill in correctly going forward
Visited September 2023
Review titled St Clements Health Centre
Replied on 20 November 2023
Dear Michele, Thank you so much for your kind words and positive feedback! We're thrilled to hear that you found our receptionist helpful and nice. It's wonderful to know that you had a positive experience with eConsult and that the process was explained to your satisfaction. We truly appreciate your 100% satisfaction and are delighted that you were taught how to fill out eConsult correctly. If there's anything else you need or if you have further questions in the future, please don't hesitate to reach out. Thanks again for choosing our services, and we look forward to continuing to provide excellent care. Kind regards, Luljeta Maliqi Practice Manager
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Review titled Poor practice
Rated 1 star out of 5
by Leah Buckley - Posted on 26 May 2023
Receptionist very rude wouldn’t give me her name to make a complaint rang the doctors to change my number months ago, my daughter of 6 years old is poorly, I was told I would get a call from the doctors in the afternoon it got to 4 o’clock no one rang so I rang the doctors to be told they had rang me 4 times but they had rang my old number, then the receptionist said if you and your daughter had the same surname and address it would of changed her contact number which we do have the same surname and address. So then her reply was you as a parent have a duty of care , which I did, they failed to do so at the surgery, very very poor attitude telling me about my parenting
Visited May 2023
Review titled St Clements Health Centre
Replied on 17 July 2023
Dear Ms Buckley, We sincerely apologize for the inconvenience you experienced with the telephone appointment for your daughter. We understand your frustration and take your feedback seriously. It seems there was a miscommunication regarding the telephone number on our system, and we apologize for the inconvenience caused. I would also like to extend our sincere apologies for the perceived rudeness of our receptionist during your interaction. We deeply regret any distress caused by this incident. To avoid any future inconvenience, we kindly request that you update your contact information in writing via our practice email. This will ensure accurate and up-to-date details for all communication purposes. We appreciate your understanding and value your feedback. Our goal is to provide the best possible care, and we will take steps to prevent similar situations in the future. If you have any further concerns or require assistance, please do not hesitate to contact us. Yours sincerely, Luljeta Maliqi Practice Manager
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Review titled Going from bad to worst
Rated 1 star out of 5
by Chan - Posted on 30 March 2023
The practice really needs to review its booking system. I tired to book an appointment and was told you can’t make appointments in advance. You have to call at 8am and let me tell you it’s virtually impossible to get though. This is terrible because people should be able to call and book appointments when they want especially if the appointment is not deemed a to be an emergency. Unfortunately for me I have been unable to call at 8am so now I have to sit and suffer as the chemist can not give me anything for my issue.
Visited March 2023
Review titled St Clements Health Centre
Replied on 17 July 2023
Dear Mr Chan, Thank you for sharing your feedback about your experience with our service on NHS Choices. We appreciate your honesty and apologize for any inconvenience you faced. Since your feedback in March, we have implemented several improvements to address the issues you mentioned. Regarding the difficulty in reaching us by phone, we understand the frustration of long waiting times and engaged lines. We have taken steps to enhance our telephone system and we are in process of implementing very shortly by early August, and as a result, access will significantly improve. We will have reduced wait times and better call availability throughout the day. Regarding booking appointments, we have introduced e-consults to provide more convenient options for our patients. This allows you to request medical advice and book appointments online, reducing the need for phone calls and ensuring better access to our services. We genuinely value your feedback, and your concerns have helped us make these improvements. We are committed to providing excellent care and continuously enhancing our services. If you have any further questions or require assistance, please do not hesitate to contact us. Yours sincerely, Luljeta Maliqi Practice Manager
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Review titled Disgraceful.
Rated 1 star out of 5
by Anonymous - Posted on 14 February 2023
Monday morning I stopped by the practice to see if there were any appointments available, as I am bunged up in my chest and head, and having trouble breathing and was worried it might be pneumonia, but was told that all appointments were gone. I should phone back at 8am next morning to see if any were available. Tuesday morning I started phoning just before 8am. Line busy. No surprise there. Kept the number on redial until the call was answered at 08:25am, details given, and surprise, surprise all appointments gone as they were on a half day closing at 1pm. Website says it is open until 6:30pm. Confused. I will try again tomorrow morning, and if no joy I will go straight to A&E to see if they can help. And they state they are accepting new patients. What a joke if this is how they are going to treat new patients. Not good St. Clements.
Visited February 2023
Review titled St Clements Health Centre
Replied on 30 March 2023
Dear Sir/Madam, I am very sorry to hear about your experience with our appointment booking service. Please accept my most sincere apology. I hope to be able to provide a satisfactory explanation as to why you were so unfortunate this time. Unfortunately due to the large volumes of appointment requests, I am sorry to say that it is very unlikely to be able to get an appointment by just coming to the surgery. Allow me to suggest that we also have our e-consult service which can be accesses via our website. This service generally helps to avoid having to phone the surgery and we would like to encourage all our patients to make use of it as it is another way for contacting the surgery. I am not sure if you know but for patient confidentiality purposes, all calls to our surgery are handled by the call hub team who are a separate service team to the staff at reception. Often calls to the surgery might take longer than our patients would like because of the volume of calls that the call hub team go through. I assure you I am not looking to pass the blame to them but I just feel that it was a moment in time which you were unfortunate to experience on that day. I apologise once again and would like to assure you that we strive to provide high level of service here at St Clements and to make sure similar incidents do not occur in future. I would also like to bring to your attention that every second Tuesday (afternoon, after 1PM) of the month all GP practices in Thurrock (not just St Clements) are engaged in Time to Learn activity which is essential for our staff be able to continue to provide high class of service and patient care. I hope this is satisfactory and I hope that I have helped a bit clearing up this unfortunate misunderstanding. Feel free to contact us again should you require any further information. Kind regards, Luljeta Maliqi Practice Manager
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Review titled Revolving door of GP's
Rated 1 star out of 5
by Anonymous - Posted on 06 March 2023
By far the worst GP service in Thurrock. You will never see the same GP ever again. Maybe because the service is so bad even the GP's don't want to stay at this practice. Having the same GP is crucial when you have long term illness, they tend to get to know their patients and become aware of the medical history, without having to explain everything over and over again and probably diagnose thing sooner. The locum's they have are so bad, they literally speed talk through everything and want to end the call as fast as possible. To me it seems like the locum's are probably working at another practice and squeezing the calls in-between their other patients. Since this practice become a private health centre, it just went downhill. Profit before patients.
Visited January 2023
Review titled St Clements Health Centre
Replied on 30 March 2023
Dear Sir/Madam, Let me first say that I am very sorry to hear that you are not happy with the service that you have received. Please accept my most sincere apology. Here at our surgery we strive to provide a very high class of service and also high standard of care. As you might appreciate, in order to achieve this we of course have to overcome many challenges and especially during those times when our services are in high demand. I assure you that all our staff are very highly trained and motived and they are always there for our patients. I would be very happy to invite you to book a speak up session with the practice manager to reassure you that we’re working very hard to uphold our very high standards for patient care. Kind regards, Luljeta Maliqi Practice manager
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Review titled One of the worst GP's in the whole of Thurrock
Rated 1 star out of 5
by Anonymous - Posted on 02 February 2023
The title says it all, one of the worst GP. Cannot ever get an appointment, they do not let you book in advance, you have to call 8am everyday to get an appointment. When you do call at 8am the lines are engaged for up to 45-60 mins and by the time you get through they tell you to call again tomorrow and that you cant book ahead of time. Can't get previously prescribed medication unless you see a Doctor but you cant even book an appointment so your left hanging without the medication. They tell you to call 111 to get out of hrs appointment, why register with a GP when you cant even see the Doctor. Also it states they are taking new patients, how can they fulfil this when they cant get their appointment system sorted out. Poor service from all in the reception they are rude and don't care about the patients.
Visited December 2022
Review titled St Clements Health Centre
Replied on 17 July 2023
Dear Sir / Madam, Thank you for sharing your feedback about your experience with our service on NHS Choices. We appreciate your honesty and apologize for any inconvenience you faced. Since your feedback in February, we have implemented several improvements to address the issues you mentioned. Regarding the difficulty in reaching us by phone, we understand the frustration of long waiting times and engaged lines. We have taken steps to enhance our telephone system and we are in the process of implementing new telephone system, and as a result, access will significantly improve. We will have reduced wait times and better call availability throughout the day. Regarding booking appointments, we have introduced e-consults to provide more convenient options for our patients. This allows you to request medical advice and book appointments online, reducing the need for phone calls and ensuring better access to our services. In regards to medication, we strive to provide the best care possible. For patients on repeat prescriptions, we regularly review and prescribe medication to ensure continuity of care. While we encourage appointments with clinicians for reviews, we understand that sometimes it may not be necessary. Therefore, we do not stop prescribing unless it is an acute prescription requiring input from a GP. We genuinely value your feedback, and your concerns have helped us make these improvements. We are committed to providing excellent care and continuously enhancing our services. If you have any further questions or require assistance, please do not hesitate to contact us. Yours sincerely, Luljeta Maliqi Practice Manager
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Review titled Go somewhere else
Rated 1 star out of 5
by Marion Yeeles - Posted on 23 July 2022
Having severe back pain on one side I was concerned about kidney problems so phoned the doctors. It was 9am so obviously all the appointments had gone but this was for urgent advice. No. Ring at 8am tomorrow I was told. Ok that's not suitable I said so i was offered an out of hours appointment on Saturday. Didnt care I was in agony and very anxious. I rang 111 instead. Very helpful. Sent to a walk in clinic. Kidney infection and stones. Very dangerous if left. Thanks st Clements
Visited July 2022
Review titled St Clements Health Centre
Replied on 22 September 2022
Dear Ms Yeeles, I'd like to start by apologising for your recent experience at our Practice. I completely understand your frustration with regards the difficulty in obtaining emergency appointment when you rung the surgery at 9 am, and I am really sorry that we could not offer you an appointment that day. The reason that reception staff do recommend calling at 8am is simply down to clinical prioritisation. To put it simply; calls are taken by the reception team through the day and entered onto a clinical rota. That rota is then reviewed by a clinician and appointments are prioritised based upon the description given at the time of initial phone contact. This is also the reason that the reception team ask for a ‘reason for calling’ – to allow for clinicians to better understand the patients needs and to prioritise appropriately. I will share your feedback with all our team so they can learn from this event as an organisation and mitigate risk of similar incidents going forward. Should you decide to contact me directly, we can work collaboratively to develop our practice and learn lessons to improve the services at Oddfellows Hall and St Clements Health Centre, Kind regards, Luljeta Maliqi Practice Manager