Cemetery Lane, Kennington, Ashford, KentEngland, TN24 9JZ
The staff and Doctors are under constant stress and strain and I know it is sometimes difficult to get an appointment but my partner and I think they do an amazing job. The receptionists are always polite and compassionate and all of the doctors have been wonderful both with myself and my partner. We have complicated medical needs which are always addressed in a professional and sympathetic way. Some people are just too impatient, I would suggest they spend a day in clinic or on reception !!
I never had such an unhelpful, useless surgery before. I was forced to move the surgery when I moved the house, which put me few houses away from postcode the old surgery would deal with. Now I'm stuck with New Heysbank where is close to impossible to even get an appointment because whatever issue I have it's not enough for GP to see me. It took almost £10 of my credit just to speak to receptionist just to hear the same thing as always, no appointments available. Even regarding the children they promise a phone call that didn't happen few times. I always end up at the A&E or calling 111, while all these issues could be dealt with by the GP. No wonder A&E's are so full if there is no other way to see a doctor. So here I go again to sit around A&E all day with plaster on my leg and toddler running around...
We were sorry to hear that you were not happy with the service you received from the practice. We are very concerned that you report you were not called back after booking a telephone appointment with us.Unfortunately with the details given it is difficult for us to look into what happened in this instance. If you would like to contact us and ask to speak to a member of our management team , Carol Orchard or Mark Hughes they would be happy to look into this instance and carry out a full investigation for you.
Please More Care and Awareness needs to be given out to Elderly patients from the Reception team or Employ a person to assist in the waiting area to be vigilant of patients waiting for appointments. I dropped my dad off this morning for an appointment 20 minutes Before the time of his appointment. I went off to do another errand returned back 1 Hour later to find he was still sitting there waiting!!!???? I asked him was it likely you may of missed your name etc.. and he said No he has been right in front of the screen looking every time it pinged. So I went to check at reception and they said "Oh it says he has missed his appointment" ?? Then when i said is the Dr available to see him later she says the Dr is out now at a home visit. (Im thinking perhaps this doctor was called out and didn't move his appointment to another college??) and there was no other person or Dr that could see him today. So had to make another appointment the next day. This should Never happen. You Need a Helper in the Reception area or at least More Vigilant Staff for the Elderly Patients so the are not just sat there for hours like Idiots!.
I phoned the surgery at 8.00am this morning and asked to speak to a doctor, by 10.30am I had the call, went to the chemist to pick up my medication and a form for an Xray. I reckon that is brilliant service . Thanks a lot
Receptionists are rude and unhelpful. I don’t agree with having to tell the receptionists what I need an appt for. 2 of them live near me and I definitely don’t want them to know what my health problems are. Phoned because I have a great deal of pain which makes it difficult to walk or even take just one step at times. Trying to hold down my job with this pain. Phoned for appt to be told they don’t give appts out anymore. A doctor will assess me in 2 weeks time by telephone to see if I really do need an appt! I am unable to take calls when I’m at work so will probably miss the gps call and will have to start the whole process over again whilst still in pain. I have never heard of any drs surgery not giving out appts until triaged by a rude, unhelpful receptionist!
We were sorry to hear that you found a member of our team to be anything but polite and helpful. All telephone calls to and from the practice are recorded and if you would like to contact a member of our management team with more details they would be happy to look into this incident for you. Unfortunately with the information supplied we are not able to establish your identity in order to contact you directly or establish who you may have dealt with at the practice when experiencing the issues you mention above. Our receptionists have been asked by the GP’s to obtain clinical information so that the GP can best prioritise their phone calls on the basis of clinical need. The GP’s at the practice first speak to patients on the telephone so that they can make a clinical decision regarding the best course of action for each patient. We have found that the system makes the patients journey faster and more efficient as well as also they see the most appropriate clinician in the first instance. Most other local GP surgeries have also introduced very similar systems as the most appropriate way to manage the needs of their patients. All receptionists employed at the practice sign a strict confidentiality policy and are legally bound not to discuss any information they come into contact with whilst working at the practice.. So we can assure all of our patients that any information shared with a member of the reception team remains confidential. If a patient wishes not to share the reason for the call with the receptionist, the receptionist will still book a telephone consultation with the GP. However, without this important information the GP is unable to decide on the clinical significance of the call and may well need to take other calls where a reason has been supplied first. I hope this response answers the points you have raised and if you could contact the practice with more specific details we will be more than happy to investigate Many Thanks New Hayesbank Surgery