The Elizabeth Courtauld Surgery
Factory Lane West, Halstead, Essex, CO9 1EXContact details and opening times
Patient ratings and reviews
Leave a review
Help others by sharing your thoughts and experiences about The Elizabeth Courtauld Surgery.
Reviews
-
Review titled Poor service
Rated 1 star out of 5
by Anonymous - Posted on 15 November 2022
Needed to book a second appointment, which only a particular doctor could help with and get a repeat prescription. Waited patiently in a phone queue for about 15 minutes and hoped to have support to achieve this. Disappointed by being asked questions about the nature of what I needed to speak/see a doctor to the point I nearly stopped the call, felt annoyed by the persistence of the receptionist to reveal highly private information, when all I wanted was to speak to the same doctor who knew the very embarassing reason I needed hospital support. The receptionist then went on to blame me for a poor line connection and questioned why I had wrung the surgery when I could not visit on the day I phoned missing completely that I had asked about a repeat prescription and that I had been told to phone on a Tuesday as the Dr I had spoken with told me to speak with them and also gave me confidence to get treatment. What is going on there? Where is the duty of care? Where is the respect to confidentiality of the patient? I have not got my repeat prescription or do I feel safe to phone again knowing the blocker I may face again. So, my dilemma now is where can I get my hospital treatment booked in and how can I get my supporting medication?
Visited November 2022
Review titled The Elizabeth Courtauld Surgery
Replied on 16 November 2022
Dear Patient Thank you for your feedback and I am sorry to hear you are disappointed with our service. Please note that our reception team are called 'Care Navigators'. We work in a multi-disciplinary team and have many clinicians that can see patients for different ailments, rather than the GP seeing all patients. The reason why our Care Navigators ask patients for details of their problem is so they can signpost to the most appropriate clinician. This is in line with the initiative set down by NHS England in regards to managing patients' needs. You can of course always choose to say it is private if you wish. In this case, I understand you wanted to see a specific GP. It may not always be possible to give you an on the day appointment but we also do have pre-bookable appointments up to a month in advance. I am sorry you felt that the length of time holding on the phone was too long. Our phone lines are busier at certain times of day than others and, like all other practices, it can take a while to get through. I note you have not contacted the practice to raise this issue directly and I cannot identify you from this post as it is anonymous. If you would like to email me at f81068.reception@nhs.net, I will listen back to any phone calls you have made to see if they identify a training need for staff. Thank you. Kind regards Carrie McSpadden Practice Manager, Elizabeth Courtauld Surgery