Northdown Surgery

St Anthony's Way, Cliftonville, Margate, Kent, CT9 2TR 61 reviews

Reviews

Recommend
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29th November 2023


This surgery will take medicines of your repeats without letting you know you need a review only way your know is when you check your repeats and see items are missing very badly run

Suggested improvements
Contact your patients and remind them that reviews need doing

Experience
Involvement
Cleanliness
Staff
Appointment
 
6th November 2023


I suffer with PTSD which is triggered by confrontation and currently have a suspected urine infection which needs urgent attention before it worsens. I was asked to supply a urine sample and went to the surgery to give the said sample at around 6pm. After I finished the sample I took it back to to reception in the sealed bag. The blonde receptionist started to arrogantly tell me she would not take it as it was not the next day. She was angry and extremely rude and triggered my anxiety to its limits. I am a Dt of Microbiology from Oxford University and know that if stored properly (in a fridge at 4°C) it the sample would be good for dipping tomorrow. I had no way of getting the sample to them in the morning due to other appointments for other conditions. The receptionist was getting angry and I did respond as I was treated. Your no abuse policy works both ways especially when the receptionist has no Microbiology training and has no idea of the patient’s medical problems. I left the sample with her and had to get out of the situation and need treatment or further instigation into the problem your policy could end up leading to a patient with no care and susceptible to sepsis. .

Suggested improvements
Teach your receptionists not to anger patients as they cannot see any further than a policy and suggest an amicable solution to help the patient care. Change your policy to be more flexible and make sure samples are stored correctly. Not everyone can get to the surgery whilst you are open.

Experience
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Appointment
 
4th September 2023


Refused my asthma medication, nearly killed me. Told me they sent referrals off to a respiratory clinic and ENT, they lied and never did. Asthma nurse ditched me and didn't follow up. Ambulance was called and they had to go over to speak to them to tell them they haven't given me the correct care and their response was we out rank the ambulance crew so we don't have to do what they say. Also gave me medication that I shouldn't be taking as they can make my condition worse and they only noticed this months later.

Suggested improvements
Everything, less arrogant and more care.

Experience
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Staff
Appointment
 
30th June 2023


It's incredibly hard to get an appointment, the phone system is misleading in that it instructs you to call "after 10" to get an appointment. That's nonsense as even if you're calling at 10 you frequently can't get through before all appointments are gone. On previous appointments I've managed to get I've not even been seen by a GP but by a trainee nurse. Receptionists are rude and unhelpful and seem more interested in persuading you not to book an appointment than anything else. They also ask intrusive questions and get annoyed if you don't answer.. presumably as they;'re trying to triage you away from a doctor despite having no apparent medical training to do so.

Suggested improvements
Re record the misleading phone message. Stop only releasing limited appointments per day and just book appointments in the usual way.. ie you can book one three weeks time if needs be rather than endless calling at 10am hoping you get through. ensure all appointments are actually with a GP rather than allowing your reception staff to decided whether a patients illness is important or not. Train your staff to stop being appallingly rude. Change your complaint system so that it doesn't simply go to your head of practice who then will do nothing about it.

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Rating not given.
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8th April 2023


I called them as i have been trying to get hold of the pharmacy since monday reguarding my repeat meds, i finally got thou and said be ready tuesday and i explained that i would run and and that i had been trying to get though since monday. They said to call the doctors and ask to put as urgent. And i kid you not, the receptionist was so rude and was like you knew you was gonna run out and it was easter weekend and carried on to tell me that i should of called them if i couldnt get thou but on the notes on the voice notes it said they cant do repeats over the phone. Ive had a poorly son and was working so couldnt get to them. I left the call after feeling ashamed for putting my children And my work before my self. Maybe they should of opened saturday knowing they were shut Friday, sat sun and monday.

Suggested improvements
Not hire a rude receptionist when i have been dealing with a lot

Experience
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Rating not given.
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Resources

Short link to review Northdown Surgery: http://iwgc.net/eb8wa