The Puzey Family Practice

The Puzey Family Practice 2022-10-07 Person 1 5 0

Poor telephone manor from Kate the receptionist said my child wasn’t poorly enough to see a doctor only a nurse

Find another receptionist with some compassion

The Puzey Family Practice 2022-09-22 Person 2 5 0

When you actually see a doctor or a nurse, they're great. But, like a lot of organisations, the surgery is still using COVID as a mask for its own failings. Firstly, you still can't book online (their website says its due to the advice of NHS England, despite others long since offering this again). Today I've tried for 8 hours to get through. When I did get through, it was a 14 minute wait. I was told it was because its flu season and because of covid, but an understandably cheesed off receptionist. COVID has been with us for 2.5 years and its flu season EVERY year. I have a non-urgent issue and I just can't get a routine appointment. I have to call on the day. Except there's a flaw in that - you just can't get through and they really don't care. Its no wonder our A&E and Emergency OOH GPs are on their knees with people finding no other choice but to go there. I emailed a complaint and got a bounce back to say that emails are not regularly monitored. They just don't care. Its a shame, because the medical staff are all pretty good and I've always been really happy. I came straight off and after 14 years with this surgery, I've moved to another that's going to care enough to give me what I need - a 21st century service that I am able to deal with around my job which isn't too sympathetic to needing to constantly be checking to see if I can get through because of a complete rush of people trying to do things over the phone that frankly they should be able to do online or in advance. God knows what you're meant to do if you're really ill. An absolute car crash.

Don't make it impossible for me to get an appointment.

The Puzey Family Practice 2022-03-19 Person 4 5 0

Recently changed to this surgery as my previous one was diabolical. Compared to my previous doctors' practice, making appointment was relatively easy. I was phoning my old surgery up to 2 days before speaking to a very rude receptionist - you could be dead or recovered! Puzey Practice is friendly, clean and helpful. You are able to see both doctors and nurses, albeit sometimes remotely, but if it is considered a face to face appointment is necessary this will then be arranged. I found Bev's attitude very uifting. Overall glad I changed.

All seems fine.

The Puzey Family Practice 2022-02-23 Person 2 5 0

In 2017 business author Harvey Mackay wrote "You only get one chance to make a good first impression, and yours may be in the hands of the receptionist." Never has this recieved wisdom been more applicable than at the Puzey practice in Rochford. A doctors surgey is a place where people find themselves when they are at a low ebb in life. Illness, be it physical or mental, be it our own or that of a loved one, is something that requires a compassionate approach. When dealing with the stresses and strains that illness tests us with, the last thing we need is to have our struggles compounded by an abrupt, abrasive and accusatory receptionist whose role at the practice seems to be putting people off seeking help from their doctor. This is a shame because everyone else I have interacted with at the practice seems lovely, their dedication and patience more inline with what one would expect from an NHS institution.

A reshuffle at reception perhaps.

The Puzey Family Practice 2021-11-07 Person 1 5 0

Absolutely terrible quality of service. 600 calls to try and make an appointment, and when finally answered was told that no appointments are available as they are being held for “life and death” situations. What rubbish… if you were in a life or death situation, the last place you would call is the Doctor’s, with 999 being the place to go to. From experience, if you did call the surgery and manage to get through for a potentially serious condition, they just tell you to call 111. COVID obviously slowed everything down, but it seems as though this is being used as an excuse for poor care and it really leaves you in a situation of genuinely not knowing what to do to get seen for worrying conditions.

Answer the phone. Be more approachable. Care more. Actually have Doctors at the surgery. Explain why service is unavailable or inadequate. Accept your responsibilities to your patients. Communicate.