Horsman's Place Surgery

After a year they still couldn't get my monthly prescriptions right. Had to spend at least an hour of my time sorting it out. They clearly don't have enough staff to deal with all the complaints. The communication is also terrible as the receptionists don't have a clue. Also, the hospital requested that I needed a dressing change every other day and they only offered me a nurses appointment in 2 weeks. Recieved lots of apologies but no resolutions.

This place makes me ashamed to live in this country.

Spent 1 hr and 45 mins on hold from caller 9 down to 1...as soon as 18.30 hit i was cut off...discusting service to be honest..when i have ever previously got through to reception,i have found them rude and abrubt and doubting the drs requests.. Had an URGENT referral needed, just to be told that it hadnt been seen....for 3 months!!. Have given the surgery the benefit of the doubt repeatedly but now have reached my limit... There is possibly one receptionist who is helpful but you are very lucky if you get through to her... Whenever i have attended the surgery in person i have clearly seen the problem..numerous receptionists drinking coffee and chatting whilst the phones ring in the back ground.. I have been a patient of this surgery/and or drs for 48 yrs and the past 5 yrs or so have been an embarrassment to the NHS..not surprised it has a one star review rating...id struggle to give it that

This surgery is taking money from the NHS but are not seeing patients face to face, it is even hard to get a phone consultation, we called up dead on 8am and we’re lucky to be number 10 in the queue ( called yesterday nearly 2 hours before phone was answered) only to be told all appointments have gone !!! They are still using covid 19 as an excuse to not see patients, this is not an excuse anymore, this surgery needs to be shut down and the NHS funds directed elsewhere.

I think that out of all the receptionists I have only ever come across 2 that go out of their way to help you,the others are rude...I queued up for ages to ask for a slip to order prescription and waited ages,in the meantime they were discussing what they were having for dinner that night,when they did eventually acknowledge me I said" did you enjoy your chicken and veg?" And she soon apologized...on hold for nearly an hour one day in the end I gave up...Dr Fernandes is not a people person,rushes you and you forget to ask questions...my husband was very unwell and all I wanted to know was had they received a letter from A and E about his time there and for a referral they'd asked for and all I got from the receptionist was did I have my husband's permission to ask..he was in bed,very unwell and I had to take the phone up to him to tell yes,only to be told the letter hadn't arrived... shocking practice needs something done about it's lacking of patient care abd practice

A Laid-back bunch who seem to have not a care in the world; certainly not for their patients anyway, in my experience. Don't even think of attempting to explain your problem at length because you will be interrupted constantly. Avoid.

My partner nearly died in 2016 whilst De Fernandez debated on the issue and stipulated my partner had to basically collapse before he could do anything ... that happened .. he was rushed to A&E but luckily survived. The doctor didn’t enquire how he was post op - but I did make him attend a home visit but he may as well have sent a robot for the emotion provided ... in fact a robot would have probably been kinder! Currently receiving a ridiculous lack of support for diabetes that is unmanaged still - sugar levels are at dangerous levels but not considered urgent... I’m on the point of writing a formal complaint to Health England about this practice. We were promised an appointment as priority after a blood test but that’s not been noted ... if I knew another surgery to join I would but I’ve read other dodgy reviews on other nearby surgeries... we’re all screwed!

Please avoid this surgery, dropped mine and my children application forms and have been told by a registration lady that it will take about two weeks to put us on the system. 3 months later I finding out that Im not a patient of theirs. Excuses were they had a new system installed and they have a big pile of registration forms to add. My previuos GP is 2 hours away, Ive asked if I had an emergency To see a doctor, she told me that I would of had to go ELSEWHERE. On top of that I needed to sort out my Health Insurance, they told me to go to my old GP get the medical record prints and bring it to them. This is the worst experience I’ve ever had with GP.

I have been a patient at this surgery for over 40 years since birth, it use to be a brilliant practice, friendly, personal, and offered a very good service. However, things have changed drastically in the last 5 years and it is only set to get worse due to the amount of development going on in Dartford and therefore number of residents rising, but not number of health care professionals. This surgery is overstretched in just about every way, so much so they appear to be finding it difficult to employ a permanent GP since Dr Noorpuri left leaving over 2, 000 patients at least, without a permanent GP, and instead left to locums who are sometimes rude and concerned more about the time than they are about your health, not all are like this some are really nice, others over run on time as they are just adjusting to the schedule and this can leave you waiting an hour or so over your appointment time. The time when you saw your OWN GP for me at least, is a thing of the past, and they don't care to pass patients who have been on the books for years over to a permanent GP, that isn't a choice, hence a new person to the area can come in and get a permanent GP for example Dr Seerha, but a patient who's been at the practice 40 odd years cannot. Healthcare appears to becoming more of a business now, and us clients rather than patients. I am just a number. Secondly, getting an appointment is like the lottery, this is a "ring on the day surgery" unless you want to book a routine appointment and wait two to three weeks before you see a doctor. So you ring at 8am and can still be number 15 in the queue!! And by the time the receptionists get to you, which could be over 40 minutes, all the appointments for the morning are gone, and they either tell you to ring back tomorrow or you can call back if it's a "medical emergency" at 12.30pm. You call back at 12.30, are in a queue again and are then told there are no appointments. Over the last few weeks I've been told I can go to the walk in clinic at Northfleet, there you get to sit for 4 and a half hours admist the "walking dead" (including suck children) before you see a doctor, I was told by reception that they'd had a significant number of people from Horsmans place turn up there. They are also referring people out to other surgeries, to take up the slack. Not sure if you still have to get a key to use the one toilet. The reception staff look miserable and tired, some are nicer than others, some ask you quite personal questions when you are trying to get an appointment. They've ditched the "gestapo" "footprints behind the line" on the floor which was to prevent anyone approaching the reception desk, and now have several "subtle" signs along the front desk stating "Do not aporoach the desk until you are asked." The reception staff completely ignore you when you are in the queue, sometimes you can be standing there for 20 minutes, (maybe they are frightened that if they make eye contact you'll approach the desk), I don't know. The nurses are really nice if you get to see them. The Practice Manager is also really nice, but she is run off her feet. The reasons for all of the above may be due to the fact that this surgery has 10,500 patients, each GP should be seeing 2, 000 each, and they do not have a "cap" and so are taking on new patients. I fear things are not going to get better here, and it is getting worse for most surgeries because they cannot handle the influx of people coming into the area, this is about "basic mathematics". So if this bothers you and you are going to leave your surgery here or elsewhere, please write to your MP as this is eventually going to affect the majority of surgeries in the area, and we are heading towards a either a cold and impersonal service where patients are shunted to wherever and personal GP's are a thing of the past or/and a "meltdown" in the NHS.

My GP is not really helpful about referring me to a specialist for my problem. All he is concern about is their budget and telling me that there is no budget. How sad to think that all his concern is that and not as a patient who needs help for health issues.