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The Surgery

  1. Benfleet
  2. South Benfleet Hospital

Reviews, get directions and contact details for The Surgery

Address: Bartley Rd, South Benfleet, Benfleet SS7 4EA, UK
State: Essex
City: Benfleet
Zip Code: SS7 4EA

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Reviews
My wife and I applied to be a part of the surgery in April and have yet to hear from them if we have been approved. When we did apply in person, it took 20 mins for several people to sort out their copy and scan machine. The reception and administrative team seem to need proper training and people skills. It was a terrible time
There is something radically wrong with the surgery phone in system. I started phoning at 8,30am this morning, it is now 12.30 and I still have not got through. I have used both landline and mobile, starting off at No.24 and 15 and 10 in the queue.... when I get to No.1... just nothing.... just that music ! Has anyone actually got through this morning ? This needs sorting out as soon as possible.
So difficult to make any progress with this surgery. If you are luckly enough to speak to someone, receptionists are generally rude and unhelpful. I finally managed to get an appointment but they would only book me a phone consultation. Waited two weeks for that phone call to then be told by the doctor he cannot assess me over the phone so I would have to come in. I'm now waiting for test results that are already late but you can only phone between 1pm and 2pm to get these, and if you are waiting in the phone queue and it gets to 2pm they simply cut you off. It's like a sketch from Monty Python, only not that funny! Let's just hope I dont have anything seriously wrong. I can see why people end up phoning an Ambulance or going to A&E out of sheer frustration of the poor service they get from this surgery Update: Just to add to my previous review, and separate to the issues above, this surgery have now completely messed up a repeat prescription. Firstly I was unable to order online as I normally do as they had failed to update my records following a medication review. I have had the displeasure of speaking to three very rude and arrogant staff to get this sorted. I had to explain their mistake to the lady who is responsible for prescriptions who suggested it was my fault for ordering online, but admitted she had absolutely no idea how online ordering actually worked. How on earth can the person in charge of prescriptions not have knowledge of the online ordering process. Simply unbelievable! Update 2. I thought it worthwhile to submit the same review directly to the NHS. They have rejected it numerous times as they are claiming I am naming staff. I’ve not done that at all but my main issue with this surgery is the attitude of the staff, like so many other reviewers it seems, but apparently you cannot comment in any way if it indirectly relates to the incompetence of staff. Again, unbelievable
Updated on this platform on 7th November 2022 as despite numerous attempts NHS website won't accept my review ---- Looking through the reviews on the NHS website, I note various welcomed and detailed responses from the Practice Manager concerning the phone system - Quotation below from one such review comment - We are aware of the problems with the phone system and have been working with the provider to try and resolve these. Unfortunately, as yet we have not managed to resolve every issue, These responses appear to start in August 2022 and we are still seeing similar responses dated 25th November 2022. Some are very similar but a couple refer to the introduction of yet another new system. Could the practice clarify what is the current situation on the phone system - as a patient can I and all the other patients who have left far from complimentary reviews actually going to see an improvement and as to when in the future this is likely to happen? Can I request that this Surgery starts aiming higher to achieve positive reviews. End of review Cant fault medical staff and to be honest receptionist have never been rude to me always helpful however as to how incoming calls onto the surgery are managed is something that needs to be looked at - my wife has been on the phone for 53 minutes this morning - please employ or deploy current staff to assist in handling calls and deal with the concerns and worries of your patients. To update - unfortunatatey no change on the telephone issue as numerous patient reviews still indicate - rather sad that despite continous damming reviews it would appear that the Senior Management Team of the practice dont even ackowledge or attempt to make improvements - visited the Surgery on 11th October at 12.30pm - not a single person in the entire waiting areas. Z
Admin staff very unprofessional. My 85 year old mother has been trying to get an appointment for the past 6 weeks to have her balance issues looked at, despite being on their records with underlying health concerns and having a fall. 15 days ago she made an appointment in person to see the doctor about this, the appointment was for today at 8.30. She turned up on time, I was with her, and was told it was a phone appointment! This was not explained to her when she made the appointment, and of course missed the appointment due to being at the surgery and not at home. This is not good enough
I HAVE BEEN WAITING ON THE PHONE FOR 30 MINS HAVING GOT TO ' NUMBER 1 IN THE QUEUE' my mother was meant to have a district nurse visit today, no show and I am unable to speak to anyone re this. I feel she is going to end up with a leg ulcer and I am impotent to do anything about it. Disgraceful service.
I've been on the line for 45 minutes, finally got in the top 5 answering queue, then the line hangs up. I am back to number 16. I'm just trying to book an appointment for my wife! It shouldn't be this hard!
Overall a good surgery . I’m surprised at the reviews stating the receptionists are rude and unhelpful as I’ve never experienced that myself . However it is very frustrating waiting in a phone queue for an hour to talk to them! . I am unable to use the online booking system, not sure if this is down to covid or missing two appointments a couple of years ago . I was unable to cancel the appointments online and as I said phoning up is difficult . As for the doctors/ nurses I’ve only had one slightly bad experience in 5 years but generally they are kind and helpful .
Woeful service I have been waiting 10 weeks for a doctor to complete my report for Vitality life insurance. They charged Vitality £100 to complete the report which is basically a 30minute job at most & this was paid on the 6th December 2021 I have chased on multiple occasions and complained to the practice manager to assist but nothing seems to be working, next step will be to submit a formal complaint to the trust. Absolutely shocking
Appalling!! I have called the surgery multiple times over the last few weeks, waiting hours on the phone line. Only to get disconnected when I get towards the end of the queue! Today I have spent 4 hours trying to get an appointment. No luck. Made it to number 2 in the call queue and then got disconnected multiple times. Would not recommend registering here.
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