Sidney House Surgery
Strutt Close, Hatfield Peverel, Chelmsford, Essex, CM3 2HBContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Disappointed
Rated 2 stars out of 5
by Stuart Copnall - Posted on 10 December 2024
The econsult form says you’ll get a call back “the next day or even sooner” so I completed the form on 9/12 then get a message to say I’ll get a call back on the 12/12…..so much for “ the next day or even sooner “ I understand the pressures GP services are under but if you want to manage my expectations then dont give me expectations you cant manage…..change the message on the econsult icon.
Visited December 2024
Review titled Sidney House Surgery
Replied on 10 December 2024
Dear Mr Copnall, Thank you for your feedback, which we are genuinely pleased to receive. I am sorry that the surgery response did not meet your expectations, although I am glad you have shared your details to allow us to give a thorough response. eConsult is an external software provider approved by the local NHS to help us meet and manage the incredible demand on GP services. The expectation on GP Practices is to respond to your message within 24 hours if the request is clinical. This response is an acknowledgement, it does not mean that the health issue will be resolved, or an appointment given, within the 24 hours. We have not written the software, and have minimal (if any) influence on the wording they use. This includes the nationally used banner on our website which says ‘…get help by the end of the next working day or sooner.’ I appreciate the wording could be misleading, and I will certainly feed this back to our account manager at eConsult to see whether they would be prepared to amend the wording. I will contact you at a later date to share their response. Yours Sincerely Alexandra Jones Practice Manager Sidney House & The Laurels Surgery.
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Review titled World class practice
Rated 5 stars out of 5
by B.S. - Posted on 28 August 2024
For over a decade now I have used the services provided by the Sidney House Surgery. The care, help and advice have been five-star – starting from the great doctors, the wonderful paramedic, the nurses, the pharmacist and the extraordinarily patient and helpful reception staff. But sometimes the surgery personnel surpass themselves in their kindness and helpful response. This morning I called the Sidney House reception explaining that I was in considerable pain and that the appointment made for treatment in four weeks was too far away for me to cope with my predicaments. The receptionist booked a telephone consultation with a doctor. A Senior Partner of the practice called in a couple of hours and after listening to my story asked me to come to the practice late afternoon – outside normal practice hours. There he conducted an intricate procedure which really helped the pain and allowed me to walk again with more ease. That’s a world-class response to patient’s needs. My grateful thanks.
Visited August 2024
Review titled Sidney House Surgery
Replied on 17 September 2024
Dear B.S. Thank you for leaving us a review following your recent visit to the surgery. We were all delighted to hear you have had such a longstanding positive experience of being a patient with us, and that you interactions with many of our staff have exceeded your expectations. Your compliments have been passed on to the GP who assisted you. We hope you are recovering well. Alexandra Jones Practice Manager Sidney House & The Laurels Surgery.
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Review titled Fantastic Practice
Rated 5 stars out of 5
by Anonymous - Posted on 04 April 2024
I have had to make several appointments by phone over the past few months. Always got an appointment. Had ECG in January at the surgery and got the results back very quickly. Yesterday I had a blood test and was phoned this afternoon with the results. I cannot fault the system and the caring attitude of everyone here. Thank you all so much
Visited April 2024
Review titled Sidney House Surgery
Replied on 24 April 2024
On behalf of all of our staff, thank you for taking the time to share your positive feedback with us; it means a great deal to us. Kind Regards, Alexandra Jones Practice Manager Sidney House & The Laurels Surgery
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Review titled Very happy
Rated 5 stars out of 5
by Emily - Posted on 10 January 2024
Have had nothing but great experiences with this surgery since we moved to the area a year ago. Both me and my partner have attended a few times and each time have come away feeling listened to respected and taken care of! We have never had any issues getting an appointment, have always got one on the day and barely had to wait on the phone to get through - feel we are in very safe hands with the surgery
Visited January 2024
Review titled Sidney House Surgery
Replied on 11 January 2024
Dear Emily, Thank you for taking the time to share your experience at the Surgery. Your comments have been shared with the GP who was delighted to hear your feedback. We strive to do our very best despite all the challenges healthcare services are facing; it means a lot to us to hear positive comments from our patients. Kind Regards Alexandra Jones Practice Manager Sidney House & The Laurels Surgery.
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Review titled Getting help feels impossible
Rated 2 stars out of 5
by Anonymous - Posted on 10 July 2023
Over the last 3 months. I have tried to reach out for various reasons to get support. It took me 2 months to get a doctors appointment despite trying hard to explain to reception in the 10 seconds you get to give details of what's going on and they decide whether its worthy of seeing a doctor. If it wasn't for the remarkable paramedic consultant that went into a Dr's office to say something isn't right after 4 appointments with her in a month with no improvement to only get a GP appointment 2 weeks later! That appointment was slap dash. I have tried to contact them again this month, when I spoke to the GP there was no interest in my circumstances. No willingness to listen and understand what is going on. I have reached out for a reason and its like you are an inconvenience. It is such a shame as I would sing from the rooftops at how wonderful a practice it used to be. Now its hard to feel valued for the 10 minute call or appointment. I know the NHS is super strained I completely understand that. They all have a tough job but some listening ears would not go a miss.
Visited July 2023
Review titled Sidney House Surgery
Replied on 11 July 2023
Dear Patient, Thank you for leaving us your feedback and we are genuinely sorry that you have had difficulties at the surgery. It is frustrating for us receiving anonymous feedback, as we cannot establish what has happened from our point of view, or to investigate the concerns raised. I urge you to contact me via sidney.laurels@nhs.net so that I can address your concerns thoroughly. As these reviews are public, I feel it is important to reply as best we can to reassure others who may see it, and to respectfully challenge inaccuracies, if any. I am concerned to hear that you felt disregarded and not listened to when you saw the doctor. I would certainly expect empathy and due consideration from our staff; if this was not shown to you then I hope you will accept our apologies. Ideally I would like more information from you, and the doctor’s view, to address this appropriately. The main cause for complaint in General Practice is the difficulty getting an appointment; there simply are not enough for everyone who wants one. It is a fine balance allowing booking in advance (which we now offer), reserving appointments for on the day, and then holding back a small amount for acute emergencies. Our reception team will always enquire as to the reason for a patient wanting an appointment, not to pass judgement on whether the patient is ‘worthy’, but to match them with the best health care professional for their need. This is not always a doctor, or even a nurse. We are fortunate to have a wide variety of staff including physiotherapists, pharmacists, health care assistants, social prescribers, and a paramedic. Depending on the patient’s problem, these colleagues are better skilled than a GP in their areas of expertise. The ways in which you can contact us have evolved. Following a significant volume of complaints, we completely upgraded our ‘phone system so that we now have a ring-back feature meaning you do not have to purposely stay on hold. We offer online appointment booking, some of which are only visible to patients eligible for certain procedures such as baby immunisations or cervical smears. Please also consider using eConsult, via the NHS App our website. You will not need to join the rush at 8am on the phone lines, you can submit the online form at a time convenient to you. The reception team treat these requests in the same way they do a phone call, matching the requests with the best person for their need. Many of our long-standing patients express nostalgia at how the Practice “used to be” when their expectations cannot be met. The challenges we face now are a world away from the ones in times past. However I hope I have been able to explain, we have met these challenges with new ways of working, with a more diverse workforce and a willingness to engage with our patients. Nevertheless, I am sorry you feel we have let you down and I would genuinely be pleased to talk to you about your concerns. Alexandra Jones Practice Manager