East Cliff Practice
Montefiore Medical Centre, Dumpton Park Drive, Ramsgate, Kent, CT11 8AD Also known as: Mildmay, Addington, Montefiore
529
reviews
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Appointment
East Cliff Practice
2020-03-03
Person
2
5
0
Written by a patient
Written by a patient 3rd March 2020
Have repeatedly called in the space of 1 week for a fit for work certificate. To be made to wait in the surgery for over an hour, for doctor to issue this document. Also raising a complaint for the 2nd time in 2 month's and the practice manager is too busy to deal with a patient complaint.
Swapping practice due to high capacity of patient's and having to wait over 2 weeks to make an appointment to see a GP for an ongoing physical injury.
Angela (Band 2/3 Surgery employee) who was made to deal with the complaint. Felt embarrassed by the whole situation.
Staff need to inform patients the correct information when calling on the telephone.
Under the ISO9001 on providing service to the public.
6th March 2020
Response from East Cliff Practice
We are sorry for the delay in issuing your fit for work note. Angela is in fact the Assistant Practice Manager and you were seen by her because the Practice Manager was at that time involved in interviews. We are sorry that you feel the need to register elsewhere and wish you well at your new practice. East Cliff Practice
East Cliff Practice
2020-02-06
Person
2
5
0
Written by a patient
Written by a patient 6th February 2020
I registered with this doctors surgery a year ago and am now told my doctor only works one day a week! I have been trying for the past 2 days to get an appointment. They can only book 2 weeks in advance, not next week or any other time. I called yesterday all morning to get through, finally at 10am to be told no appointments and to try again today. I have been redialling since 8am it's now 8.30 lines still busy, still trying. Also no online booking available at this surgery!
13th February 2020
Response from East Cliff Practice
Thank you for feedback. We were sorry to read of the difficulties you are experiencing. Unfortunately Dr Neden has reduced her hours at the surgery to support the development of the new medical school which we hope will ultimately lead to more doctors moving into the local area. Ordinarily we are able to offer appointments with doctors in the same team and so you may find it easier to book with Dr John Neden. Unfortunately it has become increasingly difficult to recruit GPs and so our current doctors are carrying much higher patient levels which inevitably puts added pressure on appointment availability. We are however anticipating this situation will improve in the near future with more doctor availability. Online booking is available but you do need to register through our website or direct at our reception. East Cliff Practice
East Cliff Practice
2020-01-20
Person
1
5
0
Written by a patient
Written by a patient 20th January 2020
I have been at this doctor since 1984 ,and I been very let down the GP .I HAD LEFT, so I have NO DOCTOR . I was told that I could still see a doctor .well one these doctor (.the stand in doctor) who only come every now and then that's no good you need a doctor who know you it most upsetting .as today Canterbury hospital phone from urology Dept .TO SAY I have still got a very bad infection (kiebsiella) (msu)which I phone and was told the hospital have to tell them .well they did get hold of the doctors .so I phone again to be told it was with the doctor and would let me know when it done.well I had to ring again ,then I was told it no where to be find and perhaps it will be done tomorrow .this is not right to be treated like this . I feel very unwell and in pain . I already stop coming to see GP .1 cant get appointment 2 see a doctor who I don't know me .maybe it out of your hand but it still not good enough after all it was Canterbury hospital said I need treatment and how bad this infection is . nothing is great about this doctors
30th January 2020
Response from East Cliff Practice
Thank you for your comments. I was sorry to read of the difficulties you have experienced and trust your recent experience is not a true reflection of the care you have received at the practice for the past 36 years. We are working hard to recruit new doctors and hope to have two new doctors in place by April. There is significant challenge in recruiting doctors in Thanet and our doctors are working with higher GP to patient ratios than the rest of the country. This article on the BBC website from last year will offer an insight to those challenges. https://www.bbc.co.uk/news/health-46912055 If you are happy to make contact with the Practice Manager we will investigate the facts relating to the incident you describe to understand where things went wrong for you.
East Cliff Practice
2020-01-07
Person
2
5
0
Written by a patient
Written by a patient 7th January 2020
Getting worse it seems for getting through on the phone, either the line is continuously busy or it won't go through at all and getting appointments can be beyond difficult. The receptionists (not all) can be very rude and quite often have no idea what they are doing or seem to have gained medical qualifications overnight.
I brought my daughter in 31/12/19 for an appointment, bearing in mind she was only just over 2 weeks old and went to reception to book her in whilst handing in registration forms for her anyway (with the reception manager present). Waited well over 20 minutes to then enquire as to when we would be seen as of course I didn't want her surrounded by people with possible colds, only to be told we were never marked down as having arrived the first time round. I had also booked my post natal appointment around a week after she was born and wanted to double check the time, only to be told it had never been booked to begin with.
The lack of care due to the reception area could impact someone massively if no changes are made. Majority of the doctors/nurses on the other hand are brilliant and provided an excellent level of care during a very difficult pregnancy.
30th January 2020
Response from East Cliff Practice
Thank you for your balanced review of the practice. We do appreciate feedback even when we get things wrong so that we can work to put things right. I am sorry for the continued frustrations with the phones. We have met recently with our telephone provider and shared many of our patients and our own feedback and frustrations with them. Despite the significant cost and the fact that the system has only been in place for just over 18 months we have been offered a replacement system which we are currently considering but will only agree to if we are confident it will deliver a significant improvement. I am sorry that you have a negative view of some of our reception team we are training new staff and there will unfortunately be delays and sometimes mistakes as they learn a complex system. Our reception team do have a challenging job as there are only a finite number of appointments with significant demand over and above the appointments we have to offer. Whilst a receptionist should never offer you a medical opinion the doctors have asked that they do ask questions when patients book appointments so that we can properly triage and put the right problems with the right professional. We can only apologise for the mistake that happened on the 31st December and for the wait you had and for the fact that a booking had not been confirmed. I will feed this back to our reception manager. Should you have any other issues with booking please do speak to our reception manager, Tracey, who will do her best to resolve them for you. I am pleased that you were happy with the majority of care during your pregnancy and look forward to welcoming your new daughter to the practice.
East Cliff Practice
2019-12-22
Person
1
5
0
Written by a patient
Written by a patient 22nd December 2019
I have been a patient at this practice for most of my life, but lately the quality has majorly dropped, some of the older medical professionals dont seem to keep up with modern practices or keep up with there patients conditions.
When they cant heal something they would rather not even hear about it, both me and my family have experienced this with chronic health conditions at this surgery.
It even got to the point where at my last appointment my GP completely went against the recommendations of my specialist.
I would not currently reccomend this practice until they sort out there patient care and GP training.
6th January 2020
Response from East Cliff Practice
Thank you for taking the time to comment we were sorry to read that you feel the practice is no longer meeting your needs. If you have specific concerns about aspects of your care then we would urge you to put them in writing to the practice manager so that they can be investigated and discussed with the doctors here. The practice adheres to all relevant national and local guidance in the care of our patients. As you acknowledge though there are not always solutions to every problem that a GP can provide. Given your unhappiness with the practice I am obliged to remind you that all patients are free to register with another practice without the need to give a reason why or it affecting the care they receive. East Cliff Practice
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Short link to review East Cliff Practice: http://iwgc.net/eb8uu