Chelmer Medical Partnership
20 Merlin Place, Chelmsford, CM1 4HWContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Disappointed
Rated 1 star out of 5
by Marilyn Roberts - Posted on 30 October 2023
In the month of breast awareness I'm so disappointed I can't have an appointment until the 9th of November, I've given my symptoms a number of times to no avail. What else can I do to get an earlier appointment? Very disappointed with the practice. M Roberts.
Visited October 2023
Review titled Chelmer Medical Partnership
Replied on 02 November 2023
Dear Marilyn Roberts, Thank you for your feedback. Our new system has been designed that the patient completes a quick and simple form which is processed by our clinical team. The clinical team triage the request and provide the patient with an appropriate outcome within an appropriate timeframe. This may be booking an appointment on the day, booking an appointment at a later time, providing the patient with some advice or referring the patient to a more appropriate service. The system does advise patients that should they become more unwell or need help more urgently to please recontact the practice. Thank you. Chelmer Medical Partnership.
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Review titled Great GP, Great Appointment System but archaic processes
Rated 4 stars out of 5
by Amaka - Posted on 20 October 2023
There is a particular GP who deserves a medal in this practice. She is attentive, knowledgeable and personable. Not all the GPs are like this here but overall the staff are good and that particular GP is great. I would say her name if I could and I hope she gets the accolades she deserves. The new appointment system has been a blessing most of the time. Apart from the fact that you have to submit individual requests for each complaint and the user interface could be more aesthetic, I have been triaged within hours, sometimes minutes, and I am often seen on the same day. When it can wait, I will be sent an appointment for a couple of weeks time and when it is a complaint that can be dealt with via messages, the Dr has been able to send me a message and I have been able to respond meaning the process of being attended to is a lot quicker. I no longer put up with medical concerns because I don’t have the energy to tussle at 8am in the morning and stay on the phone for an hour just to be told to try again the next day. I feel like my time is finally being respected. It reminds me of private healthcare and I feel privileged to be able to use this system. Lastly, there seem to be some archaic process that need to be looked into by management. I requested proof of a referral and I was asked to pay for a letter. As a student, I am on a tight budget and did not want to pay for something that could simply be printed off from my file. I understand that Dr’s and practices are tight on money but there is no need to exploit people’s situation. Overall, I’m happy with the service and would recommend people join.
Visited October 2023
Review titled Chelmer Medical Partnership
Replied on 24 October 2023
Dear Amaka, Thank you for taking the time to write this review. I am so glad you were happy with our new appointment system. I will pass your feedback regarding the aesthetics of the software onto the provider, AccuRx. The government contract covers medical services to NHS patients. However, in recent years GPs are being asked to complete non-NHS work. This work is not funded by the government, so practices have to charge a fee to cover the GPs time and other expenses. Please can you contact the practice directly so we can review your request and whether you could print it off your record yourself. Thank you. Chelmer Medical Partnership.
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Review titled Better booking system
Rated 4 stars out of 5
by Anonymous - Posted on 23 October 2023
The new online triage system is much better. You can add thorough comments that get onto your doctors notes so it gives the doctor some time to prepare before you arrive. My only complaint is I’m not sure there is a suitable workflow process as I’ve had triage conversations with the practice that end with no further response, so I wait a few days before having to start a new triage when the last action was for the surgery to review and respond to the last comments I added. Hopefully this will be ironed out and the triage system made clearer for staff and patients. It could also be more mobile phone friendly as I imagine the majority of people use their phones to type responses and the page view from mobiles isn’t the best. Otherwise a great improvement and finally moving out of the dark ages of sitting on a phone waiting to speak to the team.
Visited October 2023
Review titled Chelmer Medical Partnership
Replied on 24 October 2023
Dear Patient, Thank you for taking the time to write this review. I am so glad you were happy with our new appointment system. Please can you contact the practice directly so we can review your requests. Thank you. Chelmer Medical Partnership.
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Review titled Poor relationship with residents
Rated 1 star out of 5
by Patricia Marchand - Posted on 12 September 2023
I registered with Melbourne surgery years ago. Found suddenly being passed onto Tennyson. Asking why to the lady on the phone was told I dont have to use Tennyson, meaning obviously I don't have to have my vaccins nor see a gp! At 75 years old it is difficult to comprehend. When I asked again why, the lady told me I was rude! Really, dear? I do not swear ever, but yes I was very unhappy been repeatedly that I dont have to have my vaccins, see or speak (rarity) to a GP Obvious lack of care.
Visited September 2023
Review titled Chelmer Medical Partnership
Replied on 18 September 2023
Dear Patricia Marchand, Thank you for your feedback. Chelmer Medical Partnership was formed in 2019 of three practices, Humber Road Surgery, Melbourne House Surgery and Tennyson House Surgery. Patients are offered general practice appointments across all of our sites. This allows the patient a greater choice of appointment date and time and continuity of care as our clinicians work across our three sites. Our flu clinics are held at Tennyson House Surgery and Humber Road Surgery. Alternatively, you are able to receive your flu vaccine at a local pharmacy. Please can you contact the practice directly if you have any other concerns. Thank you.
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Review titled Perfect system… for them
Rated 1 star out of 5
by Anonymous - Posted on 22 August 2023
Their new booking system seems to be designed so they don’t actually have to interact with anybody directly ever again. I filled in the online triage form (run by a private company and demanding to know your symptoms…(anybody else think this has got data theft written all over it?) and I received a response to go to my pharmacy. I did. The pharmacist told me to go to the Doctor! Who is actually reviewing the online forms and deciding if they’ll grant you an audience with a doctor? You get no other way of talking to anybody at this surgery. My pharmacist even tried to make me an appointment on my behalf and was told I would have to go through triage again. Glad to see they think I don’t have a full time job so have nothing better to do. It feels like they are doing everything they can to prevent you from seeing a doctor. Only a matter of time before A&E is flooded with more people who can’t get an appointment at this surgery, but not their problem I guess.
Visited August 2023
Review titled Chelmer Medical Partnership
Replied on 24 August 2023
Dear Patient, Thank you for your feedback. I am sorry you have had difficulties with our new system. Most comments have been very positive so far but we do understand it is a huge change for some patients. The system has been designed that the patient completes a quick and simple form which is processed by our clinical team who triage the request and provide the patient with an outcome, this may be booking an appointment on the day, booking an appointment at a later time, providing the patient with some advice or referring the patient to a more appropriate service. NHS England implemented the Community Pharmacist Consultation Service (CPCS) to provide care to patients. I apologise that this was not successful for you on this occasion. Please can you contact the practice directly in order for us to investigate this further. Our telephone lines and reception desk remain open for anyone with accessibility needs or with other queries. Please visit the Accurx website to view their privacy policy to alleviate your concerns regarding data protection. Thank you. Chelmer Medical Partnership
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Review titled Great new booking system
Rated 5 stars out of 5
by Anonymous - Posted on 03 August 2023
I can't praise the new booking system enough! All 3 of my family have had to use it and its worked perfectly ... my son had an ear infection and within 15 mins I had a call with an appointment for that morning. I needed a non urgent appointment and had the link sent through to book one in advance. This takes away the lottery of the old 'first come first served' process (which would have meant my son wasnt seen if i hadnt been one of the first in the queue) and insures those who truly need a same day appointment get one - you are seen on a needs basis (and generally the people who don't like it are the ones who think they need an urgent appointment but are being assessed that they dont!). I've seen receptionists support people over the phone (and in the surgery) who dont have smart phone or computer access so it still works for them. People need to realise this isnt the GP surgery being difficult, there aren't the GPs available to offer the service 'you used to get' and you need to embrace the change - for me and my family this is the perfect solution to ensure those who need the appointments are getting them. well done for introducing this new system!
Visited August 2023
Review titled Chelmer Medical Partnership
Replied on 07 August 2023
Dear Patient, Thank you for taking the time to write this review. I am so glad you were happy with our new system. I will share your kind comments with the team. Thank you. Chelmer Medical Partnership.
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Review titled Absolutely appalling Surgery
Rated 1 star out of 5
by Anonymous - Posted on 03 July 2023
They have introduced new online appointment system. My first question is how have they informed patients about this change? No formal letter or email or text about this major change. I come to know today only when I visited the surgery to get an walk-in appointment. Fill a form, Triage will call and then it will decided if Dr appointment is required or not, seriously? How on phone you can judge medical problems? On top of that God only knows how anyone without online access will manage. I asked receptionist - can I speak with practice manager and she asked me to go back in queue - come on give me a break. Then i asked her for compaint letter, she asked me to "send a letter from home". honestly she sounded like rude to me, for any query i have she was reluctant to deal with this. I must admit, Tennyson house surgery is worst in terms of processes and getting hold of any Dr.
Visited July 2023
Review titled Chelmer Medical Partnership
Replied on 03 July 2023
Thank you for your feedback and I am sorry that you have found the new system unsatisfactory. We only introduced the system on 13th June so it is still in the early stages of transition. We did send out text messages, put messages on the phone system and information on our website and in our waiting areas as well as engaging with our patient group a couple of months before we made any changes. I am sorry if you did not receive any of these forms of communication but we certainly tried our best to let over thirty two thousand patients know of this well ahead of time. We have never offered a walk in service as that is not something that can be managed well with appointment systems. The system has been designed that the patient completes a quick and simple form which is processed by our clinical staff who then triage the request and provide the patient with an outcome, this may involve them suggesting you have an appointment on the day, an appointment at a later time, provide the patient with some advice or refer the patient to a more appropriate service. Our telephone lines and reception desk remain open for anyone with accessibility needs. In which case a member of our team will complete the Triage form with the patient. To put it into context in the 14 days we have been using this new system we have successfully dealt with 6565 patient contacts, some days over 600 contacts are made and we have had many more positive comments since we started this than ever before . I understand that new systems are not always as smooth as we would like at first but with the new government guidelines this is the only way that practices can keep up with the much increased demand. It is our aim for each contact to be dealt with on the day and seeing a GP is not always the correct solution to every query, we hope that everyone gets to see the right person at the right time to save multiple unnecessary appointments. This new system applies to all 3 of out sites, Tennyson House surgery, Humber rd surgery and Melbourne surgery, I do hope that you will get used to it going forward. If you would like to put in a formal complaint there are forms on our website or you can write to me directly as it is difficult to answer anonymous posts in a meaningful way. Rebecca Pittuck, Business Manager Partner for Chelmer Medical Partnership.
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Review titled Useless booking system
Rated 1 star out of 5
by Anonymous - Posted on 03 July 2023
Filled out the form, got a text message with a link to book the appointment and the most frustrating part is no appointment available when you click the link. My simple question is 1) what surgery think about patient that they only this this job in life to keep checking the link and look for an appointment. If Drs are busy so do I, i have full time job as well. NHS is not treating me for free. 2) what if i have some sort of emergency which is not like visiting A&E but it needs urgent address. In this case, its been 5 hours struggling to get an appointment. I think someone in NHS has over used their brain to come up with such a complex appointment booking process which is not going to help any patient. This will add up stress to patient. They should stop immediately this process. Its a complete waste of NHS money and time
Visited July 2023
Review titled Chelmer Medical Partnership
Replied on 03 July 2023
Dear Patient, I am sorry you have had trouble with the link that was sent to you, this can sometimes happen if there is a delay in clicking the link but when the link is sent there are definitely appointments available. It would be helpful if you could contact us with your details so it could be investigated properly but with no further details i can only apologise this hasn`t worked this time. The GP`s are triaging up to 600 patient contacts on a Monday (this is far more than we used to be able to on the phone and is part of the new government initiative) so i am sorry there may be a delay but all calls are looked at and dealt with in order and escalated appropriately on the day.
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Review titled Worse practice
Rated 1 star out of 5
by Anonymous - Posted on 11 July 2023
This practice never been the best in terms of appointments avaibility And timing. However since new booking system it has been worse ever. Basically it is not possible to get an appointment at all. My daughter has been triaged And offered in face appointment. Since 2 days there is not even 1 appointment available. Its almost impossible to speak to someone on the phone, when I went there in person been told that they cant help me, Please keep checking for appointments. My child need to be seen by doctors And what am I suppose to do??
Visited July 2023
Review titled Chelmer Medical Partnership
Replied on 13 July 2023
Dear Patient, Thank you for your feedback. I am sorry you have had difficulties with our new system. Most comments have been very positive so far but we appreciate that there may be occasions during this launch period that issues occur. The system does not allow the practice to send booking links if appointments are not available, therefore please can you contact the practice directly in order for us to investigate this further. Thank you. Chelmer Medical Partnership
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Review titled Great new booking system
Rated 5 stars out of 5
by Anonymous - Posted on 19 July 2023
I used to dread being on hold for 40 minutes but the new online system is great and takes 30 seconds to use - I had to book to have stitches out and had an appointment within 10 minutes of my request, and had to book 2 appointments for my son and he was seen an hour later. Really lovely nurse and doctor in both cases.
Visited July 2023
Review titled Chelmer Medical Partnership
Replied on 20 July 2023
Dear Patient, Thank you for taking the time to write this review, we are glad to hear you are happy with our new system. I will share your kind comments with the team. Thank you. Chelmer Medical Partnership.