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 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
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Review titled Praise
Rated 5 stars out of 5
by Claire Peakall - Posted on 07 November 2022
Great service today from Receptionist, Triage Nurse, Dr & Phlebotomist quick and efficient service from start to finish. Now to await sample results and appointment with Private GI Consultant. Thank you for the reassurance and for all your support in a short space of time x :)
Visited November 2022
Review titled The Pump House Surgery
Replied on 07 November 2022
Dear Claire, Thank you so much for adding a positive comment, we always appreciate good feedback as this boosts staff morale, this will be shared with the team. Thank you.
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Review titled Great experience
Rated 4 stars out of 5
by David Gilbert - Posted on 14 November 2022
Hello - recently I have had need to be in touch more often than is usual for me, and I wanted to feedback saying how positive each experience has been. When calling the Reception Staff, I have found them to be professional and thoughtful, taking time to hear my reason for calling and responding. It's great to experience this and it has made me feel the service is patient centred and supportive. Tonight - 14.11.22 I felt it important to feed back with positive comments following a call from reception following up on an earlier query of mine. Thank-you.
Visited November 2022
Review titled The Pump House Surgery
Replied on 18 November 2022
Dear Mr Gilbert, Thank you so much for adding a positive comment, we always appreciate good feedback as this boosts staff morale and this will be shared with the team. Thank you
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Review titled First class care
Rated 5 stars out of 5
by Anonymous - Posted on 17 August 2022
I called at 8am to try to get an appointment with a Nurse due to month long post-Covid digestive problems. Nurse called me back shortly afterwards, triaged me and made me a face to face appointment with a trainee GP at 11. I attended, was examined and a thorough history taken. Tests were organised which I booked with a kind and friendly Receptionist. So impressed.
Visited August 2022
Review titled The Pump House Surgery
Replied on 30 August 2022
Thank you so much for adding a positive comment, we always appreciate good feedback as this boosts staff morale and this will be shared with the team. Thank you
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Review titled Frustrating website - desperately needs management
Rated 2 stars out of 5
by Anonymous - Posted on 18 August 2022
Several times I have called the surgery to say my online prescription services do not work. The same generic response from the lovely receptionist each time. I get in a slight panic that I cannot access my pills and have run out. The surgery does not help to update details when the system throws you out each time. The receptionist is really lovely and I feel sorry for her having to cover up the inadequacy which really the practise manager should be sorting. The amount of time spent ringing the surgery to say that the online system doesn’t work could be better spent just taking the repeat prescription over the phone - why oh why don’t you use this method anymore? Not good enough Pump House surgery - this needs revisiting as your online services are failing us. Let’s return to a more open surgery where we can go for help.
Visited August 2022
Review titled The Pump House Surgery
Replied on 01 September 2022
Dear Patient, Thank you for your feedback. We are sorry to hear that you are having difficulties with the online service. If you are signing into your online account, the error message you are getting may be because your medication needs to be reauthorised by a GP. If this is happening please add a comment in to the special notes box and we will submit your request. You can also submit a manual request via our website by visiting the below link and then selecting No. https://www.thepumphousesurgery.co.uk/navigator/repeat-prescription-request/ We do understand that the new system has been difficult for some patients, but the majority are finding that it is far easier to use the online services once they have them up and running than it was trying to get through to our extremely busy phone lines to order their medications. If you are still experiencing problems or wish to discuss this further then please call the Surgery and ask to speak to a member of the management team. Kind regards The Management Team