Essex Lodge Surgery Reviews Summary

Appointment Scheduling and Experience

Pros:

• "The service provided to my mum is exceptional. I can get an appointment swiftly for her."
• "I managed to have an investigation done in a timely fashion and they were able to re-refer me to a different hospital quickly when Newham Hospital weren't able to accept my new referral due to COVID."
• "You can work around this by visiting early on the same day to be seen on the day (they usually have some slot available)."
• "Wait times in the surgery are always fairly short and they do their best to get you an appointment as soon as they can."

Cons:

• "I am still waiting for my initial health check which prevents me from getting any other appointments."
• "It can be a bit tricky to get an emergency appointment on the day if you don't turn up at the door and wait at 8am."
• "My friend has been waiting for knee surgery for 8 yrs and still no help."
• "They can book you in for an appointment in 40 days from today."
• "Seriously it's been 6weeks for my headache and the Dr can't see me."
• "Patients can never get an appointment unless you can wait 4 to 6 weeks."
• "More recently its impossible to get through to the surgery and when you do, no appointments available for weeks."
• "Every morning we call for appointment for the baby they saying no appointments today please try next morning."

Staff Professionalism and Conduct

Pros:

• "So my 2nd visit and first for pain management although I’ve seen Dr Alum and Mr Mehta and both are very professional."
• "I spoke to Dr Khan today and finally for the first time in a while a doctor who didn't speak to me like I was being over dramatic or an inconvenience."
• "Both GPs I have seen were young, female, very nice and competent."
• "The new staff were very professional."

Cons:

• "Why are the receptionist so rude? They make you feel so horrible when you call in and they talk to you like you’re stupid?"
• "Reception staff are extremely unhelpful, they don't care about the enquiry rather they say whatever to get you off the phone as soon as possible."
• "I was not treated very politely by the ladies working in reception."
• "Reception staff are the worst I have ever encountered."
• "The reception staff are extremely rude and judgemental."
• "The reception staff are mostly rude and abrupt, in person or over the phone."
• "Extremely disappointing and upsetting how one of your staff member treated me."
• "Seriously rude .made a comment of me and my partner there was no need of this behaviour."

Medical Care Quality

Pros:

• "Also Dr Roy bornali is an amazing doctor. She's always been brilliant and seeing how my health is affecting me and giving me the best advice and treatment."
• "Dr. Mayuk patiently answered any questions I had and explained the benefits of taking the vaccine during this crucial period."
• "I received great service from Dr. Azim and Dr. Bhattacharyya."
• "The support my family have received from this surgery has been marvellous."
• "I'm so happy about the service I received especially from Doctor Mo and Mr Azim."
• "I was very impressed how efficient and helpful all the staff were. Especially Dr Begum who administered the vaccine."

Cons:

• "I was unwell and was prescribed a medication on the phone by one of the doctors...the medication gave me an adverse reaction and I ended up in hospital."
• "Doctors are unreliable at best and rude and discriminating at worst."
• "The worst national health services clinic I have ever used."
• "Poor quality doctors and a service that has been stripped down to the absolute bare minimum."

Communication and Follow-up

Pros:

• "Im writing this in behalf of my dad...The referral lady was also nice and fast when it came to referring my dad and informed us straight away of the outcome."
• "Every single staff member I've spoken to have been very polite and never interrupt you."

Cons:

• "I was told their chemist would call me but I never heard from them."
• "I struggle with depression and anxiety, my medication finished but I never had a follow-up appointment made for me so I could get them prescribed again."

Efficiency and Timeliness

Pros:

• "I have been very pleased with the services from the surgery and find both the online booking system and the 'walk-in' system for emergencies very good."

Cons:

• "You can never get through to anyone. Been on hold for 40 minutes and I’m still waiting."

Facilities and Cleanliness

Pros:

• "The surgery is always clean and well kept."
• "This surgery is kept immaculate and I was sat comfortable aware of the hygiene and cleanliness standard kept."
• "Surgery is currently renovated and looks better already."

Cons:

• "The place needs a good clean especially with the current situation of covid-19."

Management and Systems

Pros:

• "In comparison to other centres, Essex Lodge is one of the best."

Cons:

• "I've been having some problems with the way the surgery works."
• "Manager avoids the situation and never calls back to speak about this!"
• "I feel the service is so poor and the management of this clinic to be so unethical."
• "Making an emergency appointment though is a nightmare. You can never get through."

Overall Patient Experience

Pros:

• "I don’t know all the names but Kim & Lisa (reception) were brilliant."
• "The whole team at Essex Lodge are doing a great job and are a real asset to the NHS."

Cons:

• "Would give the surgery 0 stars."
• "Without a shadow of a doubt, the worst national health services clinic I have ever used in my 30 years in this country."
• "This used to be a fantastic Drs Surgery... Its really disgusting seriously."
• "Google should have negative star options."