The New Surgery

8 Shenfield Road, Brentwood, Essex, CM15 8AB 8 reviews

Reviews

Recommend
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16th May 2023


Very unhelpful receptionist. Every time i call i have to wait at least 40 minutes before i get connected. When i speak to them, they are always in a rush, not really listening, i have to fight for everything i asked, including to see my own reports and blood test results. I have not been able to see a doctor in person for a long time. Anything I asked was done over the phone and in a rush, i had to go via 111 to get an appointment as i could not even get through to speak to receptionist. The doctor called me once to discuss a scan and in less that 1 minute phone conversation she just dropped it on to me...it may be cancer.....is that how you talk to a patient that you pottentially belive they may have cancer??? Disgraceful! Did she think what impact that had on me??? And when i tried to ask more questions she rushed to end the call as it was after 5 pm....what a disgrace of care for people, i am very disappointed. I always feel just a number rather than a person.

Suggested improvements
Listen to my worries, make it easier to see a doctor and have my scans and blood test explained, given prions for treatment and counselling....the basic care and compassion that anyone could expect.

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17th April 2021


I can't exactly put my finger on what has caused the decline of this practice, but decline it certainly has where one gets the feeling that total chaos is seething beneath the surface. When I asked a receptionist what is the best time to call? I was told in a jocular manner "never" with a shrewd laugh.That's not really funny. Last week I expressed my view that the practice has become very sloppy in response to being promised a call back the previous day by a receptionist who would consult with a doctor (as there were no appts left that day, fair enough) regarding how to take a new medication for , very painful back spasms that had rendered me immobile and when I rand back in the afternoon the practice was closed! So why promise to ring me back, they must have known? . and I was met with a very hostile reaction the following day, I was told I was "making nasty comments" by saying in a, calm measured voice that the practice had become sloppy and was told that she was ending the call and put the phone down on me! If that's not rude I don't know what is. All for basically saying just what they don't want to hear. Both Dr Prassana and Dr Nasif have been extremely kind, charming and helpful but frankly some of this practices reception staff need some serious retraining and educating in what is, "nasty" and what isn't. I was told "if you don't like it here you can always go elsewhere". That's not very constructive or balanced is it? Total defensiveness at a comment genuinely felt to be true and many patients are saying the same thing. The lack of responses to the v poor feedback online doesn't look good either does it? Not, "sorry we'd like to know what went wrong for you and address it" nope. Just ignored. My main question about a practice that seems to be in meltdown is "what's going on? '

Suggested improvements
Been more friendly/sympathetic. I stressed strongly to the staff member I spoke to about sloppiness that it was not directed at her personally, not at all. That I was sure she was doing a v good job but that I'd been left high and dry with excruciating back pain when promised a call back with advice. I'd said in the end with there being apparently no chance of speaking to a doctor and that was presented kind of as "end of" surely one of reception staff can speak to him/her? She was quite happy to do this but no call came back.

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Written by a patient
18th December 2019


This practice is in total meltdown and I would deter anyone from signing on there. I have been a patient since 2012 and am on my 4th doctor in 3 years.. There is no continuity and an two important consultative letters were not actioned. This practice is struggling and needs putting ibto special measures as it is not fit for purpose.

Recommend
Involvement
Cleanliness
Staff
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Written by a patient
3rd November 2016


I find the receptionist at this surgery very helpful. Although, I do feel that it is very public and can be overheard by other people as to what I am discussing. I do sometimes feel that I have to wait awhile to see my own doctor, but other doctors are available and there is an emergency doctors appointment available and a telephone service, which I find very helpful.

Recommend
Involvement
Cleanliness
Staff
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Written by a patient
1st April 2015


Rarely need to see a Doctor, but I had great service this week. A swollen calf, not going away after a week, caused me to phone for an appointment at 1000 on Monday. Receptionist took details and a partner in the Practice called back within the hour. A short conversation suggested I needed to see a Doctor, could I get there in half an hour. Saw the Senior Partner and had an appointment made at the local Community Hospital for 1400. There, blood tests suggested I did not have a DVT, but could I return the following day, Tuesday, for a scan to be certain. The scan revealed no DVT, but a cyst leaking synovial fluid into the calf. Treatment – it will heal itself. 27 hours from first phone call, via the Surgery, to tests completed. Worth every penny of my taxes.

Recommend
Involvement
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Resources

Short link to review The New Surgery: http://iwgc.net/eb8qk