New Hayesbank Surgery

Cemetery Lane, Kennington, Ashford, KentEngland, TN24 9JZ

 

Recent Reviews

 
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Cleanliness
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Staff
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Appointment
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4th February 2019
Written by a carer

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!.

Recommend
1 2 3 4 5

Involvement
1 2 3 4 5

Cleanliness
1 2 3 4 5

Staff
1 2 3 4 5

Appointment
1 2 3 4 5
7th December 2018
Written by a patient

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

Recommend
1 2 3 4 5

Involvement
1 2 3 4 5

Cleanliness
1 2 3 4 5

Staff
1 2 3 4 5

Appointment
1 2 3 4 5
30th November 2018
Written by a patient

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!

7th December 2018
Response from New Hayesbank Surgery

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

Recommend
1 2 3 4 5

Involvement
1 2 3 4 5

Cleanliness
1 2 3 4 5

Staff
1 2 3 4 5

Appointment
1 2 3 4 5
22nd November 2018
Written by a patient

Staff are rude over the phone and to your face. Phoned to see a doctor as I’ve had back pain for two day and the receptionist asked if my problem really justified me seeing a gp today. I’ve was trying get an appointment for two days. shocked was an understatement. Teach your staff some manners and maybe just maybe people will stop leaving bad reviews

Recommend
1 2 3 4 5

Involvement
1 2 3 4 5

Cleanliness
1 2 3 4 5

Staff
1 2 3 4 5

Appointment
1 2 3 4 5
23rd October 2018
Written by a patient

It's pretty much impossible to get an appointment. The online booking system says now appointments available. The receptionists say they have now appointments and advise you to phone again tomorrow. The best advice would be to find a different surgery where they actually are able to give patients appointments.


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