The Pump House Surgery
Nonancourt Way, Earls Colne, Colchester, Essex, CO6 2SWContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Excellent
Rated 5 stars out of 5
by Alan Beattie - Posted on 13 July 2024
Used the triage system , which was easy to navigate. Had a phone response within a couple of hours , further discussion by friendly helpful staff. Appointment then made for same week as agreed it was not an urgent matter, so trainee doctor within the same week. He was very good and thorough , diagnosed my problem which transpires to be an inguinal hernia, this was verified by his senior . Following discussion and advice I left with thoughts of how too manage my day to day life with this health matter. Am completely satisfied with all that happened . Having though thought more in detail of how I am will do a follow up triage report to update a couple points I didn’t think at the time may have been a factor to the cause of my hernia . This will allay my concerns and anxiety issue to go forward . Many thanks .
Visited July 2024
Review titled The Pump House Surgery
Replied on 15 July 2024
Dear Mr Beattie, Thank you for your detailed and positive review! We're delighted to hear that you found our new triage system easy to navigate and that you received prompt and friendly assistance. Your satisfaction and peace of mind are very important to us. I will pass on your kind words to the team. Kind Regards Management Team
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Review titled Thanks
Rated 4 stars out of 5
by Ann Baker - Posted on 15 July 2024
This is the second time I've sent this as the first one I mentioned someone's name. I just wanted to thank the dispensary for explaining the renewal of prescriptions. I was under the impression that they were renewed from the date on the label.
Visited July 2024
Review titled The Pump House Surgery
Replied on 16 July 2024
Dear Mrs Baker, Thank your your positive feedback. I will pass this on to the dispensary team. We are glad that we could help you understand the renewal process and that 28 day cycle that we work on is from the date of collection, not the issue date on the prescription, or the dispensing (labelling) date. So when you collect your medications the next supply will be available from 28 days days later. Kind Regards Management Team
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Review titled Poor Service
Rated 1 star out of 5
by Anonymous - Posted on 02 March 2024
I went to collect a prescription at the Surgery sent by Colchester hospital for tablets. I was given the prescription and told the tablets needed to be ordered. I was told to go to Boots in Earls Colne and see if I could get them there. They do need to be ordered and Boots have done this for me and I hopefully collect them this morning , another journey to be made. Is there any reason why Pump House surgery receive a prescription and can see that the tablets need ordering but do nothing about it until the patient collects the prescription only to be turned away whilst they order the tablets. The prescription was with the surgery for 2-3 days and I looked on my NHS app and could see the prescription was ready. Colchester hospital had sent a couple of letters and emails to the Surgery but apparently the Surgery stated that they had not received them. I would welcome your comments on this matter. Richard Pride
Visited March 2024
The Pump House Surgery has not yet replied.
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Review titled Dispensary is a joke
Rated 1 star out of 5
by Anonymous - Posted on 12 February 2024
30mins it took me to get through to the dispensary team to request medicine for my child. This is an ongoing issue. The dispensary line is useless took me 10mins to go from ‘caller number 6 to number 5’ 10 mins 🤯 - I thought this was just a line for requesting medicine not to have a chat about your week!!!!!!! Absolutely shocking service and everyone I know says the same!
Visited February 2024
Review titled The Pump House Surgery
Replied on 19 February 2024
Dear Patient, Thank you for your feedback. We are sorry to hear that it took you so long to get through on the dispensary line. The dispensary phone line is used for medication queries, complex cases and general enquires that can not be actioned online. Since February 2022 the Surgery stopped taking prescription requests over the phone. We ask patients to either submit these on line via the surgery website https://www.thepumphousesurgery.co.uk/triage/request-a-repeat-prescription/ Via the NHS or completing the repeat slip in surgery.
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Review titled Avoid at all costs!
Rated 1 star out of 5
by Anonymous - Posted on 04 December 2023
In the last month I have had 3 major issues with this surgery. 1) after speaking to 111 (as I was unable to talk to anyone at the surgery) I was prescribed antibiotics & advised I should be signed off whilst I recover. It took over a week for anyone at the surgery to sign me off & the sick note was for "anxiety and depression", not what was discussed with 111. Now I have to try explaining that to my boss 2) I have been diagnosed with a neurological disorder by a specialist who reviewed my medication recently & wrote requesting shared care. The GP refused shared care stating in a letter to me that they don't accept new cases like this. a) This was not a new case, I was being referred back to the GP following a review & b) The GP failed to inform the specialist (which I only found out following the next issue) 3) There has been a global shortage of my medication for the above, as such I requested an alternative. The surgery issued a prescription for a lower dosage & said they would write to the specialist. It is almost a month since that conversation & the specialist has still not received any communication from the surgery. If this surgery were incompetent it would be an improvement; they are actively negligent. I have seen many GP's in many regions across the country & this is by far the worst! Do Not Use!
Visited November 2023
Review titled The Pump House Surgery
Replied on 06 December 2023
Dear Patient, Thank you for your review. I am sorry your feel you have not received the service you would have wished for from the practice. In order to investigate this further, please can you contact the Surgery and ask to speak to a member of the management team. Kind regard Emma Morgans Practice Manager
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Review titled Unreachable by any means
Rated 1 star out of 5
by Anonymous - Posted on 21 April 2023
I've been trying for over a week to get a simple referral (as I'm fortunate enough to have private health imsurance) but even the phone message states "you cannot join the queue, please try later". Filled in an online form asking for what I was looking for...4 days later and still no response. Cannot comment on the quality of the staff but if this an acceptable level of service, then beam me up. Ridiculous position to be in where I have to consider going to Colchester A&E and cluttering up their queue even further.
Visited April 2023
Review titled The Pump House Surgery
Replied on 25 April 2023
Dear Patient, Thank you for your review. I believe this issue has been discussed with yourself and resolved. If this is not the case then please ask to speak to a member of the management team Kind regards Emma Morgans Practice Manager
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Review titled very unprofessional dispensary
Rated 1 star out of 5
by Anonymous - Posted on 24 March 2023
Won't go into details but I tried 4 times, yes 4 times!! to order medications I got from hospital after surgery, did receive finally, after more than a week, 2 of the 3 meds. Last conversation I had with them, because I have run out of the med I haven't received yet, they said they would put it as urgent, but still too late as I've run-out today and every time I spoke to them they would put it as urgent what is the point of promising your patients something if you can't keep that promise 4 times?? In despair I rang the hospital and they told me that I can't get that certain med on prescription, only from the hospital!! Nobody at the dispensary told me that, surely they would have known?? The surgery/dispensary used to be so efficient with caring and helpful staff, but with all the new homes being build locally, not having professional staff I honestly fear for a lot of villagers well-being. B.t.w; I've heard a lot of complaints about this dispensary.
Visited March 2023
Review titled The Pump House Surgery
Replied on 28 March 2023
Dear Patient, Thank you for your review. I am very sorry you feel you did not receive the service you would have wished for from the practice. I am unable to look into this further as you have posted anonymously. If you would like us to investigate this please feel free to contact the Dispensary Manager. Kind regards Management Team
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Review titled Drowning
Rated 2 stars out of 5
by Anonymous - Posted on 21 March 2023
Cannot cope with the amount of people now on the village- nurses are amazing but you can see the doctors are struggling badly. They need more resources. It’s a shame as when I first moved to the village the surgery couldn’t be faulted. Now I dread having to ring in. Mainly as they use covid as an excuse and reason for most. And if they find a problem they looked for then it isn’t a problem and you’re back to square one. Hopefully this can get back to what it was!
Visited March 2023
Review titled The Pump House Surgery
Replied on 23 March 2023
Dear Patient, Thank you for taking the time to add a review and I am sorry to hear that you were not happy with the level of service provided by the practice. Please feel free to contact the management team if you wish to discuss this further. Kind Regard Management Team
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Review titled Disaster
Rated 1 star out of 5
by Anonymous - Posted on 21 March 2023
Decided to move practice due to rude staff and general awful service. Well half way through my move they just cancelled me so I have no doctor! I hope the NHS read these as honestly it’s not a good practice anymore. However nurses will always be amazing there- have to praise them whatever!
Visited March 2023
Review titled The Pump House Surgery
Replied on 21 March 2023
Dear Patient, Thank you for taking the time to add a review and I am sorry to hear that you were not happy with the level of service provided by the practice. If you could please contact me via the practice email address admin.f81119@nhs.net with your name and date of birth along with some more details, I can look into this for you. Emma Morgans Practice Manager
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Review titled Outstanding service
Rated 5 stars out of 5
by Anonymous - Posted on 03 January 2023
I emailed mid-afternoon, had a call shortly afterwards and collected some medication very soon after. The member of staff went above and beyond to help me and I am very grateful. What a great practice.
Visited January 2023
Review titled The Pump House Surgery
Replied on 04 January 2023
Dear Patient, Thank you so much for taking the time to post a positive comment, we always appreciate good feedback as this boosts staff morale and this will be shared with the team. Thank you once again . Kind Regards Management Team