Oddfellows Hall & St Clements
Oddfellows Health Centre, Dell Road, Grays, Essex, RM17 5JYContact details and opening times
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Reviews
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Review titled Highly recommended - Oddfellows Hall & St Clements Health Centre
Rated 5 stars out of 5
by Anonymous - Posted on 10 November 2023
I recently switched (moved) to Oddfellows Hall Health Centre from another local (to me) GP surgery, and I'm pleased to share my experience. Over the past few weeks, I required three face to face appointments, (which were promptly booked for me on each day) to address a persistent health issue, and I can honestly say that Oddfellows have positively impressed me way beyond any expectation. Firstly, the staff at reception were very polite, welcoming and efficient, making the appointment booking process very simple. The waiting room in front of the reception was large, pleasant, comfortable, clean and very well maintained. During my three appointments, I found the doctors (I met two of the GPs) to be attentive and thorough during their examinations. They took the time to listen to my concerns, while all the time asking relevant questions and providing clear explanations of the available options for treatment and/or follow up. What impressed me most was the doctor’s commitment to my well-being, my health and how they worked closely with me (the patient) to find the best possible solutions. This was also true for both my follow up appointments which they were only too happy to organise for me. Overall, my move / switch to Oddfellows surgery has been more than a highly positive experience. It is evident that patient care is a top priority at Oddfellows, and I'm confident that I made the right choice in moving / switching. I would highly recommend Oddfellows surgery.
Visited October 2023
Provided by Working Feedback
Review titled Oddfellows Hall & St Clements
Replied on 20 November 2023
Dear Patient, Thank you so much for your incredibly positive feedback! We are thrilled to hear that your recent experiences at our surgery have been positive and that you've found our services to be efficient and accommodating. We greatly appreciate your kind words about our reception staff and the cleanliness of our waiting room. It's heartening to know that your transition to our practice was the right choice, and we're honoured to make your healthcare a top priority. Your compliments regarding the face-to-face appointments and the thorough explanations from our GPs are truly encouraging. We're dedicated to providing excellent care, and your feedback reinforces our commitment. Thank you for choosing our practice, and we look forward to continuing to meet and exceed your expectations. Kind regards, Luljeta Maliqi Practice Manager
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Review titled My experience
Rated 5 stars out of 5
by Christine C - Posted on 31 October 2023
The fast track of my appointment was amazing and the lady doctor was brilliant in her patience with me and her professionalism yet compassionate understanding
Visited October 2023
Provided by Working Feedback
Review titled Oddfellows Hall & St Clements
Replied on 07 November 2023
Dear Christine, Thank you for your feedback and telling us about your appointment and your very positive experience with one of our female GPs at the Practice. I am delighted to be able to share your motivational comments back to the GP team and wider MDT and thank you once again for taking the time to tell us about your experience. Best wishes, Sharon Hogarth Managing Partner
Provided by Working Feedback
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Review titled Dropped of patient list
Rated 1 star out of 5
by Anonymous - Posted on 08 June 2023
In January I did tried to get an appointment only to be told, “you’re not one of our patients” with no explanation as to why. This despite actually being a patient for four years. Today, when I went to re register. I checked the nhs Website beforehand to see what I would need. It categorically states, ‘You do not need proof of i.d. to register’. Despite this I took my driving licence. The receptionist said I must have proof of i.d. and a utility bill to register. When I mentioned calmly what the nhs website said otherwise, she forcefully insisted that I would need to bring photo i.d. and a utility bill and fill out a new patient questionnaire which was basically a duplicate of the standard gms1 form. I asked if they could find my previous data records as I’d been a patient for four years. The same receptionist, stated abruptly, “well you’re not one of our patients”. I understand their job can be challenging (I also work in a face to face customer service role), but the attitude and approach demonstrated to me that they are not there to help the patient. Deliberately obstructive officious and unhelpful was my experience
Visited June 2023
Review titled Oddfellows Hall & St Clements
Replied on 13 July 2023
Dear Patient, I am writing to offer our sincerest apologies for the unfortunate experience you had when trying to re-register with our GP practice, as detailed in your recent feedback on NHS Choices. We deeply regret any inconvenience and frustration caused by the lack of explanation and the unhelpful attitude you encountered. Firstly, we acknowledge the error in not providing you with a clear explanation regarding your registration status. As a long-standing patient of four years, it is completely understandable that you would be surprised and disappointed to learn that you were no longer registered with our practice. We apologise for this oversight and any confusion it may have caused. Regarding your re-registration, we regret the inconvenience caused by the request for proof of address, in addition to proof of identity, despite the NHS website stating otherwise. While the NHS guidelines do not require patients to provide proof of address, we occasionally request it as a best practice to ensure accurate records and maintain the highest level of data integrity. We understand that this created an additional hurdle for you and caused frustration. The manner in which our receptionist handled the situation was not aligned with our values of providing helpful and supportive service. We deeply regret any perception of unhelpfulness or obstruction you experienced. Our reception team plays a vital role in assisting our patients, and we hold them to the highest standards of professionalism and courtesy. We will address this matter internally to ensure that similar incidents are avoided in the future. We appreciate your understanding of the challenging nature of reception work, but we recognise that it does not excuse any lapses in attitude or communication. Our goal is to provide a welcoming and accommodating environment for all our patients, and we apologise for falling short of these expectations during your interaction. Once again, we extend our sincerest apologies for the inconvenience and frustration you experienced. We value you as a patient and sincerely hope that you will give us an opportunity to rectify this situation. Should you have any further concerns or if there is anything we can do to assist you, please do not hesitate to contact us directly. Thank you for bringing this matter to our attention, as it helps us identify areas for improvement and ensure that we provide the best possible care and service to all our patients. Yours sincerely, Luljeta Maliqi Practice manager
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Review titled Great service
Rated 5 stars out of 5
by Anonymous - Posted on 27 March 2023
I have had many dealing with both receptionists and doctors both of who have given an excellent service. All staff have always been friendly and helpful and goes the extra mile. Although busy are always willing to help.
Visited March 2023
Review titled Oddfellows Hall & St Clements
Replied on 13 July 2023
Dear Patient, Thank you so much for taking the time to share your positive experience with our GP practice on NHS Choices. We greatly appreciate your kind words and feedback. It is truly heart warming to hear that you have consistently received excellent service from both our receptionists and clinicians. We take immense pride in our team's commitment to providing friendly and compassionate care to our patients. Knowing that our staff goes the extra mile to assist you, even during busy periods, reaffirms our dedication to delivering exceptional service. Your recognition of their efforts is truly uplifting and serves as a testament to their professionalism and genuine concern for your well-being. We firmly believe that building a strong and supportive relationship with our patients is crucial for providing the highest standard of care. Our team strives to create a welcoming and accommodating environment, and your feedback confirms that we are succeeding in this regard. We are thrilled to know that you have had positive experiences during your dealings with us. Your kind words motivate us to continue improving and providing the best possible care to all our patients. We are grateful for your trust and confidence in our practice. If there is anything further we can assist you with, please do not hesitate to reach out to us. Once again, thank you for sharing your positive feedback and for choosing our GP practice for your healthcare needs. We look forward to serving you with the same level of dedication and care in the future. Yours sincerely, Luljeta Maliqi Practice manager
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Review titled Phone consultation/ appointments
Rated 1 star out of 5
by Anonymous - Posted on 08 April 2023
I understand NHS are under pressure but this surgery clearly needs a shake up Trying to get appointments is a joke, after waiting to get through for 20 minutes to be told no appointments to actually see a doctor in person but have a phone appointment, when this happens doctor hasn’t got time to listen , felt rushed and then told “if it continues give me a call”? When I asked when ,doctor said call at 8o/c and make an appointment ? Complete nonsense.
Visited March 2023
Review titled Oddfellows Hall & St Clements
Replied on 13 July 2023
Dear Patient, I would like to sincerely apologise for the frustrating experience you had when trying to book an appointment and the subsequent rushed consultation with the doctor. Your feedback regarding the difficulty in getting through the phone lines and the limited time you had with the doctor is greatly appreciated, as it helps us identify areas for improvement. At Oddfellows Hall, we strive to provide the best possible care and service to our patients, and we acknowledge that we fell short in meeting your expectations on this occasion. We understand the inconvenience caused by the extended wait time and the impact it had on your overall experience. To address these issues and enhance the patient experience, we have recently introduced e-consult as an additional option for booking appointments. E-consultations allow you to submit your symptoms and concerns online, providing our medical team with the necessary information to review your case and respond promptly. This new system aims to streamline the appointment booking process and minimise the need for lengthy phone calls, saving you time and effort. Furthermore, we are actively working to reduce morning call volumes by encouraging patients to use the e-consultation platform. This way, we hope to alleviate the strain on our phone lines and ensure that you can access our services more conveniently, without the need to spend excessive time waiting to get through. Your feedback is invaluable to us, as it helps us identify areas where we can make improvements and deliver a better experience for all our patients. We genuinely apologise for any inconvenience caused and assure you that we are continuously striving to enhance our services. If you have any further concerns or would like to provide additional feedback, please do not hesitate to contact us. We value your input and are committed to addressing any issues you may have. Thank you for bringing this matter to our attention, and we look forward to serving you better in the future. Sincerely,
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Review titled Great service
Rated 5 stars out of 5
by Anonymous - Posted on 23 March 2023
I have been registered with the GP for over 15 years and I can't say anything but excellent service over the many years. I want to take this opportunity to thank all reception team and Doctors for looking after us at this difficult time for NHS. Keep up the good work and thank you for being there for us patients .
Visited March 2023
Review titled Oddfellows Hall & St Clements
Replied on 13 July 2023
Dear Patient, We are truly grateful for your heartfelt feedback and kind words on NHS Choices. It means the world to us to receive such positive recognition from a patient who has been with our GP practice for 15 years. We sincerely appreciate your trust and loyalty throughout this time. Your appreciation for both our admin and clinical teams is truly humbling. We take great pride in our dedicated staff who work tirelessly to provide exceptional care, particularly during challenging times for the NHS. Your acknowledgement of their efforts encourages us to continue our commitment to delivering the highest standard of service and compassion. Caring for our patients is not just a duty but a privilege, and we are honoured to have been a part of your healthcare journey for such a significant period. Your loyalty and continued support motivate us to constantly strive for excellence in every aspect of our practice. We genuinely value the relationship we have built with you over the years, and we are committed to maintaining the trust and confidence you have placed in us. If there is anything we can do to further support you or if you have any specific concerns or needs, please do not hesitate to let us know. Once again, we want to express our heartfelt gratitude for your kind words and for entrusting us with your healthcare. It is patients like you who inspire us to keep up the good work and continue providing the best care possible. Yours sincerely, Luljeta Maliqi Practice manager
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Review titled They just don't care
Rated 1 star out of 5
by Anonymous - Posted on 21 March 2023
I live within a 5 minute walk from this practice having phoned and waiting for an answer I decided to walk to the practice still listening to my phone playing that music and telling me how busy they were I was still on the phone when I walked into the practice to be met by an empty waiting room and the 2 receptionists having a nice chat while my phone was still telling me how busy they were and not getting answered even though both receptionists were sitting and chatting I was still listening to the music playing on my phone telling me how busy they were for over 30 minutes!! disgusting
Visited March 2023
Review titled Oddfellows Hall & St Clements
Replied on 23 March 2023
Dear Sir/Madam, I am very sorry to hear about your experience with our appointment booking service. Please accept my most sincere apology, as I hope you could allow me to provide a satisfactory explanation as to why you were so very unfortunate this time. I am not sure if you know but all calls to our surgery are handled by the call hub team who are a separate service team to the staff at reception. This is mainly for patient confidentiality purposes. Often calls to the surgery might take longer to get through than our patients would like because of the volume of calls that the call hub team are going through. I am not looking to shift the blame to them, of course not. I just feel that it was a moment in time which you were unfortunate to experience. I apologise once again and would like to assure you that we strive to provide high level of service here at Oddfellows and to make sure similar incidents do not occur in future. Could I suggest that in future you can also use our e-consult service which can be accesses via our website. This generally helps avoid having to phone the surgery. We would like to encourage all our patients to make use of it as it is another way for contacting the surgery. I hope this is satisfactory and I hope that I have helped a bit clearing up this unfortunate misunderstanding. Feel free to contact us again should you require any further information. Kind regards, Luljeta Maliqi Practice Manager
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Review titled Receptionist are terrible at this surgery
Rated 5 stars out of 5
by Anonymous - Posted on 01 March 2023
I understand the plight of all NHS staff and understand that services are stretched, but the receptionist at this surgery are defensive and rude. They refuse to listen to patience, say they can not make on the day appointments regardless of the need of the patient, which is completely ludicrous in 2023. If that is the way forward, these job mayas well scraped and outsourced. What really is the point of their role. I would also like to point out that it would seem that the reason appointments are sparse may be due to the doctors not working a full week at the practice, yet when they provide you with a telephone conversation you are supposed to drop everything to accommodate them. This like many General Practitioners in grays/Thurrock are clearly over subscribing and should stop taking on new patient’s until they can serve the patience already on their books. They are quick to take the fee for NHS patience from the government.
Visited February 2023
Review titled Oddfellows Hall & St Clements
Replied on 27 March 2023
Dear Sir/Madam, I am very sorry to hear about your experience of booking on the day appointments at our surgery and the dissatisfaction you have expressed in your comments about oversubscribing in Grays/Thurrock. Please accept my sincere apologies. I would like to assure you that all our staff, clinical and admin, including receptionists, are highly trained to carry out their duties professionally in order to maintain our very high standards of care, whilst minimising any instances of patients’ waiting times. I would like to invite you to book a speak up session with the practice manager to discuss this most unfortunate occurrence and also to reassure you that we work very hard to make sure that it doesn’t again. Kind regards, Luljeta Maliqi Practice manager
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Review titled Poor
Rated 1 star out of 5
by June Anderson - Posted on 13 February 2023
My Grandson is registered at this surgery,he has had tests and when told needs to discuss results had to wait until following week. Unfortunately these were not general results and has been put on the cancer pathway. I feel this could of been dealt with as an emergency and not left to wait another week. Receptionist should be told when a case is urgent. If this comes back as being cancer then I will be taking this further. I am aware NHS is under a great deal of pressure, but this is a 7 year old child, my grandson
Visited February 2023
Review titled Oddfellows Hall & St Clements
Replied on 27 March 2023
Dear Ms Anderson, I am very sorry to hear about your experience regarding your grandson’s test results. Please accept my most sincere apology. I would like to invite you to book a speak up session with the practice manager to discuss this most unfortunate delay and the reasons why it has occurred, as well as assure you that it will not happen again in the future. I assure you that all our staff, including receptionists are highly trained to carry out their duties in the most professional manner in order to uphold our very high standards of care, as well as minimise any instances of mistakes occurring. We hope to see you at our speak up session where we hope to be in a position to discuss and also try to sort out this rare and unfortunate incident. With kind regards, Luljeta Maliqi Practice manager
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Review titled horrible treatment
Rated 1 star out of 5
by Anonymous - Posted on 28 December 2022
receptionists are straight up rude. Was called a liar when I explained that I had problems hearing and so, couldn't hear my phone ring to answer a telephone consultation. They have no appointments available, and after being called a liar, I requested the practise manager and was told they were not present. I asked to just go to the surgery instead and was told there were no doctors on sight either. I requested to speak to someone other than the rude receptionist I was met with to which she replied that there wasn't anyone there and then hung up.
Visited December 2022
Review titled Oddfellows Hall & St Clements
Replied on 23 March 2023
This message originated from outside of NHSmail. Please do not click links or open attachments unless you recognise the sender and know the content is safe. Dear Sir/Madam, I am very sorry to hear that you are not happy with the service that you have received. Please accept my most sincere apology and an invitation to book a speak session with the practice manager where we will together with you find a satisfactory outcome and to make sure that these unfortunate mistakes do not occur in future to you or to any of our patients. I assure you that all our staff are highly trained and behave in the most professional manner. They also try their utmost to give appointments to all our patients when they need them. Having said that, there are times when we really have no available appointments on the day but we always strive to make sure there are some at the next available time. There are occasions when patients for whatever reason miss our doctor's calls and as you can imagine due to their very high workload very rarely they are not able to ring the patient more than once. We hope to see you at your speak up session where we hope to be in a position to help sort out this rare and unfortunate incident. With kind regards, Luljeta Maliqi Practice manager