East Lynn Medical Centre branded the worst in north Essex for patient satisfaction

The NHS patient survey – carried by Ipsos Mori – revealed just 51 per cent of patients at the East Lynne Medical Centre in Wellesley Road described their overall experience as “good” – well below the national average of 85 per cent.

In contrast, 98 per cent of patients described the experience at Lawford Surgery as good.

The survey saw more than 4,500 patients across 39 surgeries in north-east Essex asked for their views.

It measured patients’ experiences on making appointments, waiting times, perceptions of care at appointments, practice opening hours and the out-of-hours services.

The survey found the East Lynne Medical Centre ranked the lowest in north Essex for patients’ overall experience, the experience of booking an appointment, the convenience of the appointment, for getting through on the phone and for how helpful reception staff were.

Just 20 per cent of patients said it was easy to get through to someone on the phone and just 65 per cent said they found receptionists at the surgery, which serves 8,000 people, were helpful.

The Gazette was unable to reach anyone at the surgery on the phone, despite staying on the line for 20 minutes. A recorded message thanked patients for their “patience” and for holding.

Last year practice manager Pauline Mackenzie blamed a trio of doctors quitting the surgery on immense pressure and soaring patient demand.

“The pressures on general practice are immense with soaring patient demand, inadequate numbers of GPs and the excessive bureaucratic burdens now placed on practices,” she said.

One patient, who asked not to be named, said: “I’ve had no problem with the treatment I have received, but we just find it almost impossible to get through on the phone – it’s disgusting.

“They just keep you waiting and waiting while music plays for 20 minutes.”

The surgery had not responded at the time of going to press.