The Pall Mall Surgery
Leigh PCC, 918 London Road, Leigh on Sea, Essex, SS9 3NGContact details and opening times
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Reviews
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Review titled E Consult is awful
Rated 2 stars out of 5
by Ingrid - Posted on 09 September 2022
I set my alarm for 6.30 this morning on a day when I had no plans in case I would be called at some point (I cannot answer my phone if I’m at work or volunteering at the hospital). I started filling in an E consult form at 06.40 and finished at 07.23. I’m reasonably computer literate. I was sent a text with an appointment for next week which is fine. The second part of my query was not addressed so am in limbo re a medication issue. Sometimes it can be more difficult to write what can be more easily expressed verbally. The whole process has become laborious, bereft of any kind of choice, with an uncertain outcome. The doctors, nurses and admin staff are great but I dread needing to contact the surgery.
Visited September 2022
Review titled The Pall Mall Surgery
Replied on 22 September 2022
Dear patient, Please accept our apologies that you have been dissatisfied with the service you have received from our practice. We aim to provide best patient care at all times and if you feel we have failed, this is not our intention. Unfortunately we are not able to look into your concerns as we do not have your full details. Thanking you The Pall Mall Surgery
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Review titled Miscommunication
Rated 1 star out of 5
by Concerned patient - Posted on 19 October 2022
I am suppose to have an injection to contain my terminal illness but was told I have to pick up the prescription after having it delivered to the chemist the last two occasion due to this could not attend my appointment original appt so we arrange a new one which I attended but the nurse was running over so had to leave due to my own client commitment I the was informed by Email someone called but could find now record I have emailed and rang several time but have had to ring back or been placed on hold. I still have not had my injection and it has been over a week and no one has contacted me
Visited September 2022
The Pall Mall Surgery has not yet replied.
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Review titled Great doctors - useless new booking system
Rated 1 star out of 5
by Anonymous - Posted on 27 September 2022
I have been with this practice for over 25yrs and have always been very happy with the service and level of care. Since covid my experience of the practice has made me now start to look for a different Doctors. I am extremely capable of using Technology but this new e-consult service is shockingly bad at best. Long process that takes forever and asked the same repeated questions that are just frustrating, particularly when you are feeling unwell. There is no way to choose an appointment time or date with this new system - not everyone works from home full time and can attend the doctors when the surgery suggest. If you try to call to change the appointment you either wait for 30mins plus or, in my case get cut off after waiting 35 mins and then a second call a further 20 mins only to be cut off again. How is this a better experience for patients?! Whenever I am in the surgery there are barely any patients in there, which I assume means that doctors are just not seeing many patients face to face. I have also witnessed the reception desk turning people away who come in to try to make an appointment in person. What happens if you cannot use the internet?? I’m sure that there are many elderly people that this affects and who will not get an appointment because of this ludicrous system. This trial is not fit for purpose in my opinion, although I can see some merit in operating a triage system to book appointments- e-consult simply doesn’t work efficiently and judging by the other negative comments on here, it appears that most people aren’t happy with it either.
Visited September 2022
The Pall Mall Surgery has not yet replied.
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Review titled Contact
Rated 3 stars out of 5
by Trevor Morgan - Posted on 05 September 2022
Frustrating experience today (05.09.22) trying to report a medical issue I have that needs attention. I attempted to contact you via econsult. I was first redirected to NHS111 online to see whether I should continue to contact you. It told me I should, but there was no facility to continue. I repeated the application several times to make sure, always with the same result. I tried ringing the surgery but you would not accept my call. Fortunately I live nearby, so I came to the surgery, and explained the issue. I was handed a form to fill out...econsult with a pen and paper...marvellous. It just concerns me how more elderly people, and those living some distance away would manage in these circumstances.
Visited September 2022
Review titled The Pall Mall Surgery
Replied on 06 September 2022
Thank you for your email, and I am sorry you felt you needed to raise these concerns. We aim for excellent patient care and where this is not fulfilled, it is never our intention. Firstly, can I please explain about the new online triage system we are trailing at the surgery. eConsult has been commissioned by the CCG and we are in the early stages of using the system. We are still in the process of training staff to enable them to use the system well and appropriately.The system allows for information to be gathered an then passed on for clinical triage. We hope that it will mean that we can access urgent care for patients quickly, and deal with small outcomes such as blood forms and medical certificates in a timely fashion. This has been widely advertised and we will be consulting our Patient Participation Group for their feedback and input. The service rollout is to assist us with unprecedented demand we are experiencing on our appointment system, and our patients’ safety is, of course very important to us. We are very sensitive to the fact that not all our patients will be able to use this service and we have put plans in place to ensure those patients are aided in providing information over the telephone. Those patients attending the surgery who are not able to complete an e-consult are given a form, which is managed in the same way. This is to ensure that no patient confidential information is discussed at the front desk. We are also hoping that the eConsult system will help those patients who are unable to call at 8am. Thanking you
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Review titled Poor Service / Lack of Efficiency
Rated 2 stars out of 5
by Paul - Posted on 08 September 2022
I applied for a prescription online to which I received a phone call asking me to go in to the practice and see a practitioner. After the consultation it was agreed with a doctor that they would prescribe my medication. I was advised that it would be sent over to the pharmacy later that day. I went to the pharmacy 3 days later to collect the medication only to be told that the prescription had not been sent. I attempted to call the surgery to find out if the prescription had been sent across. I found out that the surgery is closed on the first Tuesday of each month. It does not state that on the answer message that has been left. That clearly says it is open Monday to Friday and closed Bank Holidays. The following morning I called the surgery and they could not see that the prescription had been signed off and sent. I was told it would be sent over later that day. On the second visit to the pharmacy, the prescription had still not been sent. This meant another phone call to the surgery with the same answer that it has not been issued. I was advised that on this occasion I would receive a text message informing me when the prescription has been signed and sent to the pharmacy. I rang the surgery today to see if the prescription had been sent to the pharmacy only to be told that it hasn’t been issued to the doctor to be signed off. I was advised it would be done today?? I understand that computer systems can have problems at times but after seeing and speaking to members of staff of the surgery I feel this is a lack of efficiency from them.
Visited September 2022
The Pall Mall Surgery has not yet replied.
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Review titled Excellent Service
Rated 5 stars out of 5
by Anonymous - Posted on 19 August 2022
Love the new e-consultation system. Submitted request at 10am, heard back from Dr by 2pm, didn’t have to be seen, they just sent a prescription straight to my chemist. Previously used it and got seen the same day for something that required seeing a Dr face to face. Simple to use and no more being in long queues on the phone at 8am.
Visited August 2022
Review titled The Pall Mall Surgery
Replied on 22 August 2022
We thank you for your very positive comments regarding the E-Consultation system. We aim to provide best patient care at all times and we are finding the E-consultation system to be very effective in helping us to offer the care our patients deserve. Thanking you again
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Review titled Amazing surgery
Rated 5 stars out of 5
by Anonymous - Posted on 04 August 2022
When a patient was denied support from his GP Pall Mall stepped in and supported a palliative gentleman by ensuring he was seen and supported in his end of life. Registered on the same day and seen by a GP same day to ensure that a dying mans dignity was maintained. Cannot thank the helpful team enough.
Visited August 2022
Review titled The Pall Mall Surgery
Replied on 22 August 2022
We thank you for your very positive comments regarding the service you received at the Pall Mall Surgery. We aim at all times to provide best patient care possible. Thanking you again
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Review titled Awful - should not be running
Rated 1 star out of 5
by Anonymous - Posted on 03 August 2022
Sadly this gp Practice has lots of potential (merely due to 70% of the Doctors/Nurses) but has hugely gone downhill since Covid-19. Prior to the pandemic, you could either phone at 8am or visit the online booking system to book face to face appointments, however during Covid this was stopped. It is completely unacceptable to have to complete an online form (which takes approx. 20 mins to complete) in order to request a face to face appointment. Even then you aren't guaranteed an appointment. If you are lucky to get an appointment, it's not for the day you requested it on or the following day - it is quite often 3 - 14 days in advance! This is unhelpful when someone is suffering with something and wants medical advice but is not urgent enough for a&e. When I now have something wrong medically, I wouldn't even bother trying to get a gp's appointment here as it is pointless - you are honestly better off going to a&e and waiting 6-10 hours to be seen. By making the online booking system extremely time consuming and user-unfriendly, the practice is encouraging people to either become more unwell and untreated, and putting more pressure on the a&e department as people are resorting to this instead!! Disable the E-Consult service!! Will be looking to change local gp asap.
Visited August 2022
The Pall Mall Surgery has not yet replied.
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Review titled Gone Down Hill
Rated 2 stars out of 5
by Anonymous - Posted on 08 September 2022
follow up birthday review blood test, i hand delivered my blood pressure readings and was told i have to do this electronicaly now so i did as i was asking for them to review my readings for the dosage of my tabs, a message came back telling me i need to complete a birthday review and more blood tests, messaged back saying i have already done this, so i completed again line my readings for them to txt me back saying i cannot ask for a repeat prescription, someone does not know what they should be doing, this is causing stress and frustration, you dont even answer the phones any more. discracecul surgery!!
Visited August 2022
Review titled The Pall Mall Surgery
Replied on 13 September 2022
Please accept our apologies that you have not been satisfied with the service that we provide at the surgery. You have not given your details so unfortunately we cannot investigate this matter. Thanking you The Pall Mall Surgery