Dolphin House Surgery

Since moving to Dolphin House in March 2020 and having diabetes I have called on the surgery many time, the doctors are good and nurse team exceptional phoning me every day during lockdown to check on my blood sugar levels.

Getting through on the phone can be annoying and reception can be a little abrupt but using the online tools for prescriptions and to ask questions is the way forward. The Doctor has called me back on the same day each time I have asked anything.

Managed to stay Covid free for two years but today tested positive , feeling really rough so big thanks to everyone at Dolphin House Surgery and helpers for the 4 jabs.
Can’t imagine how I would be feeling aged 67 if I hadn’t been boosted 🥴well done !
Gill Taylor

The new booking system is a total disgrace. When i call the reception because the dr had not completed my prescription i was met with such a rude lady that kept on repeating book online. There are no appointments and the pain medication i need for over the weekend i don't have now. This is after waiting 3 days for it. The people on reception had no interest in helping and i could not even talk to the dr for 30 seconds to sort it all out. There is no patient care at all since they have moved and i have been at this surgery for 13 years. You can not get a straight answer from them at all. TOTAL AND UTTER DISGRACE THE 3.6 STARS THEY HAVE SHOULD BE ZERO

I think the new system isn’t working very well.
My daughter phoned the surgery this morning she has pains in her chest.
I think it’s a chest infection and it’s now midday and she’s not had a phone call back or a username and password

Worryingly negligent. I've provided a background, but bear in mind that I don't feel the lead-up to these issues justifies poor patient treatment.

In September, I received a letter stating I had been removed from the patient register due to moving house. To be clear, I had moved 5 minutes away - I know of somebody who lives in London who is still registered. It turns out that the only reason they knew I had moved is because they called a family member to check if we were still at the household; the family member mentioned we had moved and without consulting us, DH took the decision to remove us. I'm concerned about this lack of patient confidentiality as we were given no warning or asked ourselves.

Nevertheless, I began looking into doctors in my area and found that some have issues with capacity/may not be able to take on patients. In the meanwhile, I set up two appointments - second of which being a cervical smear -, saw the first doctor and was told in my appointment I'd need to register somewhere else. I said I understood but was reluctant to do so until my outstanding appointment was dealt with.

The smear was due to take place on Halloween. I received a text a few days before reminding me. Taking time out of work, I went and was told that the appointment had been cancelled; could I come back another day? I said no and was asked to wait, during this time I became acutely aware of an ad speaking of the importance of going for your smear. As many women know, this can be a scary appointment - many skip it due to embarrassment or fear of pain. Had I been one of those women, I may not had return and could have missed out on what could be a life-saving test.

Eventually I was called. The doctor explained my appointment was cancelled without warning because they had 'demoted' me and kicked me off the register. I expressed concern about doctors in my area having issues with capacity and asked what I should do if I were not able to register quickly. I was told 'it shouldn't be a problem.'

This is just part of the story, though again I must stress a deep level of concern that such an important appointment was cancelled without warning. My father was diagnosed with prostate cancer earlier this year and, naturally, I now have fear of developing any type of cancer myself. I repeat that many women require great courage to attend such appointments and having been turned away, they may not find the courage to return. I went home feeling quite upset by the carelessness of the doctors, but did indeed apply to register for a local doctors, alongside my partner - the next person affected in the story.

While we wait to see if a local doctor's surgery can take us, my partner and I need to request medication for asthma. My partner tried to do this today, but found he could not access SystemOnline. He messaged the receptionist to state that he had registered for a new doctors, but could they please fulfil his request in the meanwhile - they said no. He responded stating that, as we wait for our registration to be confirmed (which can take a month), it says 'your existing practice is responsible for your medication, care and treatment until you are registered with us'. The receptionist replied stating they would not help. His inhalers are due to run out any day now and I’m alarmed that, despite pointing out that Dolphin House should indeed be his point of care until we are registered elsewhere, they are willing to let somebody with a respiratory illness go without medication.
I have spoken to several friends and family members to see if they’ve ever encountered an issue like we have with Dolphin House and the answer is a resounding no – many of them have moved to towns across, some an hour away, and have never been kicked off the register. I would implore Dolphin House to review their policy or, at the very least, treat patients with a little kindness/understanding – certainly not to restrict access to medication or to cancel such important appointments without warning.

My doctor here is fantastic, she’s so helpful and really listens to me. I have also had another doctor here who was super understanding. Only downside to the surgery is the booking system as it’s hard to get an appointment otherwise I think this is a great surgery

I had been waiting for notification of my Covid jab date from this surgery but heard nothing. I am 63 now and should have received notification by now. Upon contacting the surgery they advised me that I was no longer registered at the surgery, which is why I hadn't been sent a date, however I am not registered at any other surgery so presumably they still have my records? They had removed me in September 2020 but failed to notify me of this decision. The surgery knew of my circumstances, being retired and taking time out to travel the UK. In fact they prescribed medication whilst I was away, but to remove me without notification under the current health scare beggars belief! I have written a letter of complaint to the surgery and to date still yet to receive a reply 2 weeks later.

Update: was removed from the surgery without warning & they refused to treat or see me because I became homeless during lockdown. This meant that I could no longer easily get the medication I relied on. The surgery used the excuse that I'd moved out of the catchment area even though I hadn't & it later turned out they'd sent confidential mail including my transfer forms to an address I'd never lived at so I still have no GP or medication.

I'd rate them zero if I could and I personally know at least one other person they have done this to.

Original review
Ring at 8am, 30th in the queue, if you're not cut off, rinse and repeat daily. If you do manage to get through you could be unlucky enough to be stuck with one of the rudest receptionists in the business.

I've witnessed callous, carelessness from reception staff when faced with a frail old lady who needed an emergency prescription for her husband's heart medication, medication they had allegedly messed up 'Not our problem, go to Harlow Hospital' was the basic gist of the conversation. It's been the same issues for myself, family & friends with prescriptions not fulfilled, wrong items, wrong pharmacy, missing items or cancelled entirely without any communication.

They clearly care more about making money than genuinely helping patients as they greedily gobbled up refugees from the closure of the Maltings Surgery despite being incapable of dealing with that many patients, gathering up their pieces of silver for every extra patient they can claim to 'care' for.

You're only allotted 10 minutes and you have to make your appointments on time, despite doctors frequently being late. You're also only allowed to discuss one problem and you'll often find them looking at their watch half way through a more involved conversation and losing interest. They seem loathe to ever refer you to anybody more knowledgeable that can help or better diagnose you, instead just giving you the cheapest medication/antibiotics and sending you on your way or telling you to self refer.

As with everywhere there is the odd exception that actually cares (The No Smoking team are good), I admit I haven't met everyone, mostly because it's so hard to get an appointment, but by and large if you want the friendly, caring family GP service you love(d) the NHS for, this isn't it.