The Queensway Surgery - Ratings and reviews
Reviews
-
Review titled unusual attitude
Rated 2 stars out of 5
by Anonymous - Posted on 04 March 2024
As a long time patient of this practice, I've generally been treated very well and, when you can get an appointment, all staff have been very helpful, professional, and understanding. However, today was a different experience. It was merely a phone query as to request an access login for systm online to order medication due to my local pharmacy not being able to process my repeat prescription and not bothering to inform me until I went in to collect. I was on the phone to question when this changed to be spoken to by a receptionist in a condescending manner several times. Apparently it's 'always' been like this. It hasn't, as I explained I've always just dropped the repeat into the pharmacy and collected 3+ days later. I was informed by the surgery that I had had the 'luxury' of having the pharmacy order for me for so long, as if the this privilege was some sort of beguiling honour. (The pharmacy informed me they were unable to order since November 2023 when queensway decided each prescription needed to be signed off, repeat or otherwise. This time happened to be around my last order was processed) It wasn't so much what was said here, but how it was said. I didn't say much in response apart from what was asked of me in order to obtain the information to gain access to system online, so I now have the 'luxury' of doing this myself. I am well aware of the difficulties receptionists face in various workplaces, and have witnessed first hand how badly staff have been spoken to here by the public on several occasions. I have even defended staff from abusive customers a couple of times. I am a strong defender of the NHS. However, as an ex-trainer in customer service for a large company it is a shame that in 2024 that staff still take a defensive posture with people that are just attempting to solve simple problem where I was not informed of the change. I must stress that this is an unusual review for me due to generally receiving polite and helpful professionalism. There was obviously some sort of need to change this system, but a shame that it has been yet another rather unnecessary hurdle to jump over.
Visited March 2024
The Queensway Surgery has not yet replied.
-
Review titled Best practice in Southend
Rated 5 stars out of 5
by hww18 - Posted on 30 July 2023
I have only been a patient of this surgery for 4 months, but in that time I have had the best healthcare. Conditions that I have had for years were diagnosed as soon as I joined the surgery. The doctors, receptionists and podiatrist that I have seen or spoken to on the phone, have all really looked after me with empathy at all times. I am so glad I joined this surgery and my only regret is not doing it sooner.
Visited July 2023
The Queensway Surgery has not yet replied.
-
Review titled First class service
Rated 5 stars out of 5
by Glen Taylor - Posted on 21 June 2023
I have been a patient at Queensway surgery for at least 25 years. Recently I used the online form for non urgent cases, I was contacted the next day by an advanced nurse practitioner who recommended a minor surgical procedure. An appointment was booked, and it was done at the surgery by the same nurse. From start to finish the service and personnel involved were exemplary and couldn’t be faulted in anyway.
Visited June 2023
The Queensway Surgery has not yet replied.
-
Review titled Queensway surgery Southend on sea
Rated 1 star out of 5
by Anonymous - Posted on 17 February 2023
Its difficult to get through on phone they don't pick up when you get an appointment, you have to wait for a week to have a telephone consultation and they don't even call back on that given date. its disappointment not have duty of care to people with mental, I have waited for 6 weeks to talk to some but till now I'm still waiting. I could to the hospital but they will send me back the GP because my health issued are not severe for the hospital.
Visited February 2023
Review titled The Queensway Surgery
Replied on 07 March 2023
GP phone lines being busy is a national problem but Queensway Surgery tries to offer other options such as online consultations to take the pressure off the phone lines. Patients are also encouraged to phone in the afternoon if possible when the phones are less busy. With regard to you not getting a phone consultation then please email the surgery on f81081.queenswaysurgery@nhs.net marked for the attention of the Practice Manager and I will investigate this seperately.
-
Review titled Very caring GPs
Rated 5 stars out of 5
by Martin Hal-fead - Posted on 13 January 2023
Both my mum and I have used this service. It's amazing. The doctors are lovely and so kind and caring. Listening to your problems and addressing them promptly. Cannot recommend highly enough.
Visited January 2023
Review titled The Queensway Surgery
Replied on 07 March 2023
Thank you very much for your positive comments. We do try our very best to maintain as good a service as can given the huge demand that is placed on us in Primary Care. Patients taking the trouble to report a positive experience is always appreciated.
-
Review titled Excellant service
Rated 4 stars out of 5
by Anonymous - Posted on 07 January 2023
I filled out the on line messaging form about a medical problem a lady phoned me back 2 days later sent a prescription to my local chemist unfortunately treatment didn't work so I re filled the form out had a call from a lovely Dr next morning explained my symptoms he booked me an appointment for an examination that same day late afternoon with himself he was kind /caring/reassuring/ prescribed me different medication which he said would help me couldnt ask for better treatment would recommend filling out the on line triage form they always get back to you and try to help
Visited January 2023
Review titled The Queensway Surgery
Replied on 07 March 2023
Thank you for your positive comments. We are finding that the on line consultations work very well for people with non-urgent problems and if it does become clear that a physical examination is required then the patient will be given a face to face appointment.
-
Review titled Not a very good doctors
Rated 1 star out of 5
by Anonymous - Posted on 13 March 2023
When you need a review on your medication it is hard to get an appointment so you end up emailing the surgery hoping they get back to you but never do which is very frustrating, and to get to see a doctor is more frustration as you get asked by the receptionist what the problem is which in my mind should never happen as if you tell then they always say sorry got no appointments
Visited January 2023
The Queensway Surgery has not yet replied.
-
Review titled Fantastic service. Great surgery
Rated 5 stars out of 5
by Mr Brook - Posted on 14 January 2023
I attended today for a Minor operation appointment. So impressed that this could be done on a Saturday and not effected my working week. The reception team where very helpful with my follow up appointment. The Dr who carried out the procedure was extremely professional and reassuring. The 2 nurses assisting kept me calm reassuring me. 10* service from Queensway Surgery would highly recommend this surgery to my family and friends.
Visited January 2023
Review titled The Queensway Surgery
Replied on 07 March 2023
Thank you for your positive feedback. We do try and provide as good a service as possible to all patients and doing some Saturday clinics helps patients who work full time.
-
Review titled Unhelpful
Rated 2 stars out of 5
by Anonymous - Posted on 31 December 2022
Rang at 8am and after a long hold was told there was no appointments left for my 3 year old that had a chest infection - was told multiple times by the receptionist to just take him to a and e to get him antibiotics. Thought this was quite irresponsible to suggest as these services are already over run and in my opinion should be avoided unless gravely ill.
Visited December 2022
Review titled The Queensway Surgery
Replied on 07 March 2023
I am sorry that you had an unhappy experience. I think you may be referring to the week between Xmas and New Year which is always a difficult week. It was especially busy in 2022 as we had the scare about the increase in cases of invasive group A streptococcus in children. Many clinicians either worked very long days or came in from leave to provide extra emergency childrens clinics to deal with the massive demand but we were still overwhelmed so any referral to another service was a last resort.
-
Review titled very great Practice
Rated 1 star out of 5
by Badruddin - Posted on 29 October 2022
If you are reading this review, I would request please at the matter very serious. 1. hard to find appointment. 2. receptionist will decide weather you need an appointment or a&e 3. most of the doctors are very good. If you need for information, please feel free to drop me an email
Visited October 2022
The Queensway Surgery has not yet replied.