New Hayesbank Surgery - Ratings and reviews
Reviews
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Review titled New patient
Rated 5 stars out of 5
by Estelle hyden - Posted on 02 March 2024
Just registered so first appointment for full check. Was seen on time.made to feel very welcomed by nurse. Couldn't have wished for a better appointment
Visited March 2024
New Hayesbank Surgery has not yet replied.
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Review titled Lovely nurse
Rated 5 stars out of 5
by Sophie - Posted on 14 September 2023
I have just got home from seeing a very lovely nurse. She was very caring and gave me some very useful information to help with my injury. I felt at ease as soon as I walked in.
Visited September 2023
New Hayesbank Surgery has not yet replied.
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Review titled Appointment not on system
Rated 4 stars out of 5
by Anonymous - Posted on 22 September 2023
Went for my appointment as per written note .got there no appointment on system .good job it was for b12 and nothing more serious .
Visited September 2023
Review titled New Hayesbank Surgery
Replied on 26 September 2023
I am sorry to hear that you had a problem when attending for appointment. We are unable to respond any further as your review is anonymous but if you would like to email kmicb.newhayesbanksurgery@nhs.net, we can look into this further for you. Caron Browning Practice Manager
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Review titled Excellent Receptionist
Rated 5 stars out of 5
by Anonymous - Posted on 06 July 2023
Yesterday afternoon (5 July 2023) I had a very pleasant experience booking an appointment to see a nurse for a pessary ring fitting. The receptionist was extremely helpful, asking me if I had had a pessary ring fitted before and to make sure that I ordered my new pessary ring in good time for my appointment. She also looked at my notes and explained that Lloyds pharmacy was no longer operating out of Sainsbury's and changed my default pharmacy for me. Unfortunately, I did not ask the receptionist's name but she came across as very caring and patient. I hope that the information I have provided is sufficient for you to be able to compliment her on my behalf.
Visited July 2023
New Hayesbank Surgery has not yet replied.
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Review titled Poor advise by GP
Rated 1 star out of 5
by Anonymous - Posted on 06 June 2023
The medication i am on has given me extreemly bad suicidal thoughts so rang for help and asked to change my tablets. GP told me to lower my dose and sent me samaritan numbers, in that situtation ringing one of those numbers is the last thing you think of, and i expressed that lowering my dose will cause me to seizure alot more than normal which i why im on a high dose. I felt she gave me no help or reasurance at all.. felt she gave me the worst advise possible for someone who is not mentally well, due to my meds.
Visited June 2023
Review titled New Hayesbank Surgery
Replied on 08 June 2023
Dear Patient I am sorry to hear that you are unhappy with the advice given to you by the GP. As you have filled in this review anonymously, we are not able to contact you to help further. Please send an email to kmicb.newhayesbanksurgery@nhs.net or ring the surgery so we can review and ensure you have the support needed. Caron Browning Practice Manager
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Review titled Telephone calls
Rated 3 stars out of 5
by Shirley Langford - Posted on 09 May 2023
I tried to contact the surgery with an important question for the Doctor today 9th May,2023. Set my alarm for 8am and starting phoning I made a number of calls finally giving up at 10.45am. The calls were answered by your automatic service and eventually I got to waiting for the receptionist being told what number I was in the queue only to be told seconds later the surgery was too busy to answer my call try again later ! Is there something wrong with you telephone service? I have subsequently sent you an email which states it will not be answered immediately I have to wait 48 hours to settle my query about a prescription the Hospital prescribed ? This does not help my state of mind. Shirley
Visited May 2023
Review titled New Hayesbank Surgery
Replied on 09 May 2023
Dear Patient Thank you for your review. I am sorry to hear that you had difficulties with the phones this morning. We have forwarded details to our phone provider so they can look into this. Due to patient confidentiality, other areas of this review will be dealt with by personal contact. Kind regards Caron Browning Practice Manager
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Review titled Oversubscribed and taking on new patients!!
Rated 1 star out of 5
by Anonymous - Posted on 07 March 2023
This practice is oversubscribed. It’s a nightmare getting an appointment was 35th waited 45 minutes yesterday. After being interrogated by a receptionist with no medical back ground then have to wait a couple of hours for a doctor to call you back!! How many patients this practice has I don’t know but am amazed they are still taking on new patients when they don’t cope with the amount of patients they have at the present time!!
Visited March 2023
Review titled New Hayesbank Surgery
Replied on 08 March 2023
Dear Patient Thank you for your feedback; I am sorry to hear that we have not met your expectations. I would be grateful if you could send an email to kmicb.newhayesbanksurgery@nhs.net with your name and the number you called from. This will allow me to look into your individual concerns and audit our phone system. I would like to address the comment regarding "oversubscribed" as I feel it is important that patients understand that as a practice, we cannot "close" our books. We would have to go through a process with NHS England in order to gain permission for this. We have, however, worked with the Kent and Medway ICB to manage our list. We currently register 35 patients only per week. In Nov 22, we had 17695 patients and in March 23 we have 17850. We have taken this step in order to maintain safe levels of care for both patients and staff. We do have a multi-disciplinary team of people who look after our patients including asthma/COPD, mental health, minor illness, diabetes, long term conditions, social prescribers, pharmacists, first contact physio. There are two reasons why the receptionists are asked to request brief details; this is to ensure that we signpost you to the right practitioner first time. It is also so that the clinician can prioritise their lists with regard to clinical need. Thank you for raising your feedback and giving us the chance to explain the system. Kind regards Caron Browning Practice Manager
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Review titled Great doctor
Rated 4 stars out of 5
by Deborah Lewis - Posted on 30 January 2023
I’ve been suffering from gastritis for the last year and had another stomach issue occur last November. The doctor who has been treating me this last couple of months has thoroughly checked my symptoms and ordered a raft of tests to determine what is causing my stomach problems. She’s explained each test and rang me today with the results. She’s still trying to get a definite diagnosis for me but I’m sure once it’s found she will treat it effectively.
Visited January 2023
New Hayesbank Surgery has not yet replied.
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Review titled Hopeless to get through
Rated 2 stars out of 5
by Anonymous - Posted on 07 November 2022
we have been on the telephone for over one hour now and only get the engaged signal not even placed in a que, all that happens is we are cut off after about 30 seconds how the hell can you get through.
Visited November 2022
Review titled New Hayesbank Surgery
Replied on 08 November 2022
Good morning Thank you for your feedback. Unfortunately, it is difficult to be specific when the review is anonymous. I am sorry that you had problems contacting the surgery. We are experiencing high levels of patient demand. We have already upgraded our phones to icloud technology as advised by NHS England. We do have at least 5-6 people answering the calls but demand at times outstrips the number of lines 20+ that we have coming into the surgery. I am sure you can appreciate that not all calls are quick depending on the needs of the patient's phone call. The engaged signal is because there are 20+ callers already in the system, you are not connected to the surgery at all at this point. If your need is not urgent, you can use our e-consult which is available on the website between 7am and 10am. If you would like to send through details of when you phoned and your number, I can ask our phone company to trace your call through the system. You can send this to our email address kmicb.newhayesbanksurgery@nhs.net Kind regards Caron Browning Practice Manager
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Review titled Wouldn’t even recommend to my worst enemy.
Rated 1 star out of 5
by A S - Posted on 20 September 2022
Very few words to describe how bad this GP surgery is. I have been trying to book an appointment for about 5 months now, went in twice for said appointment; the first time was even confirmed on the phone by the receptionist but it turned out when I went for the appointment that it actually wasn’t booked? Second appointment got “accidentally” cancelled because I called to inquire, and I cannot stress this enough, I was simply asking about a different date for work reasons. I am currently still waiting for a date. I implore you to register with a different GP surgery if you can, I certainly wish I could.
Visited September 2022
Review titled New Hayesbank Surgery
Replied on 26 September 2022
Dear Patient AS I am sorry to hear that you have had difficulties with your appointment. Some of this we are of course aware of and apologies for the confusion. I have listened to the telephone recording regarding your second appointment being "accidentally cancelled" and I would be happy to talk to you about this further. With regard to still waiting for a date; this is incorrect. I can see that you have spoken with one of our clinicians and an appointment has been made for you. To avoid any further confusion, I will send you a written letter confirming this appointment. Please do call either myself or Carol Orchard, Patient Services Manager if you would like to speak to us further about the issues or registration. Caron Browning Practice Manager