West Horndon Surgery - Ratings and reviews
Reviews
-
Review titled Patches great experience
Rated 5 stars out of 5
by Diane - Posted on 09 March 2024
Have been very poorly competed patches at 8am received a call from Dr and was having a face to face by 9.30am same day. Can’t fault the service myself and family have received from this surgery.
Visited March 2024
West Horndon Surgery has not yet replied.
-
Review titled Unhelpful
Rated 1 star out of 5
by Anonymous - Posted on 31 January 2024
I have just spent 40 minutes trying to get through to the surgery to obtain a further fit note following major surgery to be told that as my current fit note is valid until midnight I can't request this until tomorrow. So I will have to go through the same telephone process tomorrow and am unable to let my employer know what is happening when my shift is supposed to start at 7:30 in the morning. Not great - no understanding of how the real world works.
Visited January 2024
West Horndon Surgery has not yet replied.
-
Review titled Quick phone call
Rated 4 stars out of 5
by Anonymous - Posted on 23 August 2023
Used Patchs on the West Horndon and Peartree website (I had previously registered for this) so it didn’t take long to input why I was contacting the surgery. Had a phone call 15 mins later and now have a face to face appointment tomorrow
Visited August 2023
Review titled West Horndon Surgery
Replied on 28 January 2024
Dear patient, Thank you for your kind review. We will inform the team and clinicians regarding your positive comments. West Horndon Surgery
-
Review titled Terrible
Rated 1 star out of 5
by Anonymous - Posted on 30 May 2023
My grand daughter who is 2 developed an all over rash we were told there were no appointments left for the day but the duty doctor will call but don't know when! I went to the surgery to find an empty waiting room, I was told no appointments. I called Peartree to speak to the practice manager to be told she wasn't there and I must appreciate they are at their fill capacity but I didn't appreciate that when I had seen an empty waiting room. I explained I have a 2yr old with a rash all over her and got told it doesn't matter about age and there's no appointment but to me a baby with an all over rash is a priority in my book. In the end they put the phone down on my which added to my frustration, how is that helping a baby! I called West Horndon back more or less begging for 5minutes but the doctor had left.
Visited May 2023
Review titled West Horndon Surgery
Replied on 28 January 2024
Dear patient, This case was remembered and reviewed by the clinicians. The patient’s mother called in the late afternoon expecting the child to be seen immediately. However, at this time, the surgery was at full capacity. An appointment was offered the early next morning however the mother had reported she wanted to leave the surgery. We are unsure why you said the Practice Manager was not there, but she was most likely in a meeting, as they cannot drop everything due to a patient wanting to expedite an appointment. You have to write your concerns into the surgery. Please be aware that we are not an emergency service. The clinicians would have been busy triaging their telephone appointments and the nurses would have had their patients in their room which is why it appeared the waiting room was empty. If you are not satisfied with this then please feel free to write into the surgery and we can look into this further. West Horndon Surgery
-
Review titled Beyond belief
Rated 1 star out of 5
by Anonymous - Posted on 06 March 2023
Unable to get a time that a doctor is going to ring you for a phone appointment - even narrowing down to am/pm. If you work and are unable to answer the phone, the whole ringing at 8am and waiting on average 30 minutes (if you're lucky) for phone to be answered starts again. I appreciate times are tough for people that are silly enough to have health issues in these times - but really?!? Why is this antiquated system allowed? Are there too many patients on their books - if yes I presume it is due to funding, so why is that allowed to happen? I feel frustrated that I no longer feel safe within the Nhs system. I don't wish to be obnoxious to the reception staff, but I really think there has to be some accountability for this surgery.
Visited March 2023
Review titled West Horndon Surgery
Replied on 28 January 2024
Dear patient, We have adopted according to patient demand. What is suitable for one patient isn’t suitable for another. Unfortunately, we cannot accommodate to the working need of an individual, which is why our local PCN have offered an extended out of hours service in the evenings and weekends for these patients. We are constantly reviewing our appointment system and are now offering more face to face appointments which will accommodate patients more. West Horndon Surgery
-
Review titled Awful service
Rated 1 star out of 5
by Jas - Posted on 10 March 2023
I rang doctors to get my blood test results today and the receptionist said on the system it says “ abnormal please contact patient” so I said it’s been more than 2 weeks why didn’t anyone contact me and the receptionist didn’t know what to say. I then requested for an urgent apppintment to get my results in detail and she said next abiable appointment is in 3 weeks time. I expressed that it was urgent but she said she can’t do anything. I then said what time on that day in 3 weeks time as I have work. She responded anytime in the day the doctor will ring.. not even to see me. I expressed in my job I can’t have my phone on hand so can you tell me am or pm etc she said she can’t. Awful service especially as it’s only a phone call and mistake on their end. The receptionist was so rude today and I feel unsupported everyone in the villages talks about the awful service and the response back is we can take you off the system. How are we being treated when we pay our tax etc I’ve never had a good experience with this doctors the past 5 years and I can’t believe this is still happening 5 years on. They need to be closed down as the can’t hack it or even get a doctor to ring which is only 5 minutes of there time. Crazy!!
Visited March 2023
Review titled West Horndon Surgery
Replied on 28 January 2024
Dear Jas, We apologise for your experience. The clinicians triage blood results regularly and arrange to contact patients with an abnormal test result. This can be a 2-3 week wait. Even if a patient feels it is urgent, the clinician may feel it is something that can be discussed at a later date. The clinician will contact the patient earlier if it is urgent. This does not stop the patient booking an on the day appointment or doing a PATCHs form if they cannot wait. If you have any further concerns then please do not hesitate to write to the surgery. West Horndon Surgery
-
Review titled Very Disappointing
Rated 1 star out of 5
by West Horndon Resident - Posted on 06 December 2022
Impossible to get through on the phones, the surgery is taking on new patients yet cannot service the ones they have. Inflexible to people who work full time, A policy where the patient has to be available to attend the surgery if they receive a call discriminates those who are unable to work from home. I’m sure there are worse surgeries but my honest review for this one would be 3 out of 10.
Visited November 2022
Review titled West Horndon Surgery
Replied on 28 January 2024
Dear patient, We apologise for your experience at West Horndon Surgery. Please be advised a text message was sent in the past, online and told when you are booking an appointment then you should be available to come in on the day the clinician requests. In the past, all appointments were face to face, and patients had to attend at their allocated time. We have addressed this by offering extended hours if you are unavailable to attend and more face to face appointments with an allocated time are being offered. If you have any further concerns then please do not hesitate to write to the surgery. West Horndon Surgery