New Hayesbank Surgery

Cemetery Lane, Kennington, Ashford, KentEngland, TN24 9JZ 75 reviews

Reviews

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Written by a patient
6th July 2019


I have rare chronic illnesses and only two of the doctors in the surgery have any knowledge on my conditions. Trying to get an appointment let alone an appointment with the two doctors who know my medical history and know my conditions well is literally like pulling teeth, I have been caused so much stress over this!. Can’t call and get an appointment because there’s more then likely 28 people in line before you and when you finally do get through your told “sorry no appointments left, call back tomorrow” only to go through the whole charade again! Most days I feel as though I’m going to keel over and die so the last thing I need is for someone to tell me there’s no phone appointments left, no actual appointments left in a two week period at all

Recommend
Involvement
Cleanliness
Staff
Appointment
 
Written by a patient
7th June 2019


Today l phoned the surgery about midday as l was unwell. I felt unwell when l woke early this morning, hoping things would improve as the day went on it was clear by midday things would not improve. So phoned knowing the receptionist would not be able to give me an appointment but hopeful the doctor would call me back and perhaps send a prescription to the chemist if appropriate or perhaps have an appointment with the nurse. No such luck, whilst the receptionist was polite she clearly stated they were full up today, always are this time of day and on a Friday. I was told to phone 111 at 6.30pm this evening. What has happened to our health service, can clearly see why A & E are so full up and the Ambulance Service is at bursting point and being called out unnecessarily. Really disappointed to see what used to be an amazing surgery, that you can’t even get to speak to a doctor or nurse let alone get an appointment and patients being pushed on to the out of hours and emergency services.

Recommend
Involvement
Cleanliness
Staff
Appointment
 
Written by a carer
9th April 2019


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 !!

Recommend
Involvement
Cleanliness
Staff
Appointment
 
Written by a patient
27th February 2019


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...

21st March 2019
Response from New Hayesbank Surgery

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.

Recommend
Involvement
Cleanliness
Staff
Appointment
 
Written by a carer
4th February 2019


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
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Resources

Short link to review New Hayesbank Surgery: http://iwgc.net/ecdnx