Oddfellows Hall & St Clements
Oddfellows Health Centre, Dell Road, Grays, Essex, RM17 5JYContact details and opening times
Patient ratings and reviews
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Reviews
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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