The Pall Mall Surgery
Leigh PCC, 918 London Road, Leigh on Sea, Essex, SS9 3NGContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Disregard to Safety of Patients
Rated 2 stars out of 5
by Anonymous - Posted on 29 October 2022
My wife took an 90 year old relative for his Covid vaccine. The doctors surgery would have been aware of my father’s medical history which includes being treated for a life limiting illness amongst other medical conditions. My wife and father were shocked to find on arrival that there was a queue both ways on the stairs from reception to the first floor.l that barely moved. People were packed like sardines, many without masks including a staff member that was trying to squeeze between the up and down queues. When my wife said to the member of staff “This is ridiculous” she answered “It is isn’t it!” Bearing in mind this a medical setting and clearly the current cohort of people receiving boosters are the more vulnerable group in society the conditions in my view bordered on pure negligence and should have been better managed.
Visited October 2022
Review titled The Pall Mall Surgery
Replied on 31 October 2022
Thank you for your comments, feedback is extremely important to us, and we do take all comments on board. We are sorry for the experience your father had whilst attending for him covid vaccination. We do have the facility for patients who are unable to stand, to come and sit in the waiting room, whilst the queue moves along. I am sorry your father was not offered this. In future, please ask him to let us know, and we will accommodate his needs. Mask wearing is optional, and although we recommend this, we cannot enforce this. The queue is just one way up the stairs, however when some patients use the lift this can cause some management. Once again, we are sorry if you felt the system wasn't well managed.
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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.