The New Surgery - Ratings and reviews
Reviews
-
Review titled what is the point
Rated 1 star out of 5
by Steve Walker - Posted on 02 January 2024
Phoned the practice the call was answered after 30 minutes. Quite quick for them. I've had severe back pain and been unable to move for a few days. I was told by by the receptionist, who seemed very unconcerned, that I could book an appointment for the 22nd of January or I could go to the surgery in the morning with the possibility of maybe, perhaps, seeing a GP. The practice is worse than useless.
Visited January 2024
The New Surgery has not yet replied.
-
Review titled Poor communication, limited appointments
Rated 2 stars out of 5
by Julie Bell - Posted on 16 December 2023
Attended practice due to chronic asthma (potential chest infection?) so needed to see a gp. It’s normal to have to wait 10 deep in queue outside this practice prior to 8.30am opening for the possibility of a same day appointment. Couldn’t wait outside in cold due to breathing issues so attempted tel call to no avail, lines busy (not unusual). So attended in person at 9am. Receptionist was friendly and courteous but stated no appointments left and no telephone appointments for 11 days, even informed that locum gp has had to be brought in to contend with high volume of e-consultations so doubtful of call back. As gp practice unable to give a timely appointment I requested if I could be referred to emergency gp at Folkestone walk-in service due to breathing issues but not 999 need, appointment made. I attended in good time to be told no appointment had been made, hospital receptionist rang my gp practice who then stated this appointment was at sandgate rd practice (I was not advised of this) Hospital receptionist req my surgery inform sandgate rd surgery I was on my way but now going to be late. I attended sandgate rd, receptionist very helpful and caring, waited another 45mins to be seen by regrettably a very rude gp who narked as I left next time be on time for your appointment as you have now caused me to be backlogged with my patients. When your Ill (I couldn’t breathe very well and had limited ability to communicate, but did state that I was sent to the wrong health service), I didn’t have the fight to complain further to this rude gp (or waste any more of her time) and noted reception was too busy on my departure. However this experience was greatly upsetting and has really stuck with me. I understand health services are under great pressure especially in winter, but this type of patient delivery has to change. We do pay for this service via our taxation so is it to much to ask to gain some benevolence? I greatly value the Nhs and question if it’s being ground into the ground for its patients to be forced to pay privately for their care, in addition to what is taken at point of salary. Very sad times. Learning need for better communication, more funding and retraining in gp care in this case.
Visited December 2023
The New Surgery has not yet replied.
-
Review titled Poor Experience
Rated 1 star out of 5
by Anonymous - Posted on 23 October 2023
This practice is so frustrating you wait forever on the phone to speak to someone. Then you are subtly told use e-consult because they never have appointments available. E-consult is only open for an hour a day (Which makes no sense). Then the automated message from the e-consult says someone will be in touch the next day. Unfortunately what happens is the e-consult then takes a week for a response (Unfortunately this is not the first time this has happened.) It incredibly frustrating every time you phone the surgery you are on hold for 20-30 mins just waiting for the phone to picked up. I ended up using the 111 service and spoke to a GP within 2 hours. I wish I did this sooner. I wish this practice would be more helpful if they can't help tell you to use 111. This GP Practice really needs to improve. We have limited option in Folkestone so we can't just leave .
Visited October 2023
Review titled The New Surgery
Replied on 30 October 2023
Dear Reviewer, We appreciate you taking the time to provide feedback about our GP practice. We take all reviews seriously as we constantly strive to provide the highest level of care and service to all our patients. However, we have noticed that your review was posted anonymously. This limits our ability to look into your individual case, as we would need more specific details to investigate your concerns properly and address them effectively. We encourage you to reach out to us directly so we can better understand the issues you faced and work towards resolving them. Your satisfaction is important to us and we are committed to making improvements based on patient feedback. We understand sharing feedback publicly can be daunting, but rest assured, our goal is to learn and improve from each patient's experience. You can reach us by phone, email, or directly at our practice during our office hours. Thank you once again for your feedback and we hope to have the opportunity to improve your experience with us in the future. Best Regards, Modupe Field Practice Manager
-
Review titled Good service
Rated 4 stars out of 5
by Anonymous - Posted on 10 September 2023
Following a telephone consultation with a Hospital Consultant on the morning of Thursday 7 September, when I was advised I needed a blood test, and was also advised that I needed to regularly take medication for my problem. The consultant advised he would contact my GP surgery to advise them. That afternoon I was very pleased and surprised to receive a text message from one of the Drs at the Surgery, asking me to pick up a blood test form from reception. Also at the same time, upon checking my repeat prescriptions on line, the medication I needed had been added to my repeat prescription list. Thank you to all concerned for such a quick response. Best wishes
Visited September 2023
The New Surgery has not yet replied.
-
Review titled Disappointed
Rated 1 star out of 5
by Anonymous - Posted on 17 September 2023
I've been with the New Surgery for forty years. During this time I've suffered several serious illnesses and, to be fair, up until about four years ago was well looked after. Things have changed - certainly not for the better. Everyone of their patients I've spoken to is unhappy with them. Monday my wife took my urine sample, which was very obviously contaminated, to the surgery and left it for testing. A few days later I found a text message saying that the sample had been disposed of as it hadn't been requested by the surgery. Yesterday she took a new urine sample (mine) to a pharmacy for testing as I was led to believe they did some minor jobs for surgeries. She was told they used to but this was no longer an option. The sample was then taken to the surgery in the hopes that it could be tested while she waited. The surgery was empty and a dip test would take less than two minutes. No, she was sent home to ring 111. Thankfully I received help within the hour and medication was sent to my home. The doctor was concerned that delay could cause sepsis. I know some NHS departments are fed up with this surgery passing their work on to them instead of dealing with it themselves.
Visited September 2023
Review titled The New Surgery
Replied on 30 October 2023
Dear Reviewer, We appreciate you taking the time to provide feedback about our GP practice. We take all reviews seriously as we constantly strive to provide the highest level of care and service to all our patients. However, we have noticed that your review was posted anonymously. This limits our ability to look into your individual case, as we would need more specific details to investigate your concerns properly and address them effectively. We encourage you to reach out to us directly so we can better understand the issues you faced and work towards resolving them. Your satisfaction is important to us and we are committed to making improvements based on patient feedback. We understand sharing feedback publicly can be daunting, but rest assured, our goal is to learn and improve from each patient's experience. You can reach us by phone, email, or directly at our practice during our office hours. Thank you once again for your feedback and we hope to have the opportunity to improve your experience with us in the future. Best Regards, Modupe Field Practice Manager
-
Review titled Getting an appointment is impossible
Rated 2 stars out of 5
by Anonymous - Posted on 17 July 2023
Trying to get an appointment either on the phone or via e-consult is almost impossible! I spent an hour on the phone today at 12pm (apparently number 10 in the queue) only to be told there were no appointments available for the afternoon surgery. So less than 10 on the day appointments available then?! I’m sure the reply will state there’s a high demand at the moment. E - consult - fine if you are available to fill it in during the one hour slot given. Even then you’re lucky to hear back by the time specified. This surgery has really declined since the pandemic.
Visited July 2023
Review titled The New Surgery
Replied on 18 July 2023
Thank you for taking the time to share your feedback with us. We regret to hear about the difficulties you've experienced in securing an appointment, and we apologise for any inconvenience this may have caused you. We understand that waiting on the phone for such a long time and not being able to secure an appointment can be frustrating. We are currently experiencing a higher volume of calls and e-consult requests than usual, but we are committed to improving this situation. Your feedback is valuable as it helps us to identify areas where we need to improve. We would also welcome you to join our patient participation so you have say in the direction of the Surgery. The link to join is at https://www.thenewsurgery-folkestone.nhs.uk/ppg-online-form/ The impact of the pandemic has indeed presented challenges for us, but we are focused on adapting and enhancing our services to better meet the needs of our patients. We value you as our patient and your satisfaction is important to us. We hope you'll notice improvements in the near future and we thank you for your understanding. Please feel free to reach out to us directly if you have further concerns or suggestions. We're here to listen and assist you.
-
Review titled Reception/Telephone
Rated 1 star out of 5
by Anonymous - Posted on 19 July 2023
I have never been treated with such blatant disrespect. I attended, feeling awful only to be greeted with a male receptionist who couldn't care less about his customers. He was on his phone when i arrived and i had to actually do a fake cough to even get him to look at me. When i said i was here to check in, he said 'name?', no pleasantries. He barely looked at me and had absolutely no interest in me or what i wanted. No sooner had i left the desk, was he back on his phone again. 2 days after my appointment, i had to call to book a diabetic check up and unfortunately for me, who should answer? Again, same monotone 'How can i help you?', no empathy and that complete lack of any semblance of care. I must say, all of the other staff i have dealt with have been fantastic. Ask how you are, cheerful and bubbly. Always makes you feel better when the person that it supposed to be helping you, at least sounds or looks like they care. Maybe your new recruitment needs looking at or at the very least some training because he clearly wanted to be there less than i did. Not the right role for a person who lacks empathy. A big thank you to the wonderful Doctor's and Nurse's whom always seem happy to help.
Visited June 2023
Review titled The New Surgery
Replied on 30 October 2023
Dear Reviewer, We appreciate you taking the time to provide feedback about our GP practice. We take all reviews seriously as we constantly strive to provide the highest level of care and service to all our patients. However, we have noticed that your review was posted anonymously. This limits our ability to look into your individual case, as we would need more specific details to investigate your concerns properly and address them effectively. We encourage you to reach out to us directly so we can better understand the issues you faced and work towards resolving them. Your satisfaction is important to us and we are committed to making improvements based on patient feedback. We understand sharing feedback publicly can be daunting, but rest assured, our goal is to learn and improve from each patient's experience. You can reach us by phone, email, or directly at our practice during our office hours. Thank you once again for your feedback and we hope to have the opportunity to improve your experience with us in the future. Best Regards, Modupe Field Practice Manager
-
Review titled Total shambles
Rated 1 star out of 5
by Matthew Gallagher - Posted on 14 April 2023
One star is still too much. Call repeatedly at 8.30 and you'll often be trying for 45mins to an hour. Usually unable to get an appointment. Online booking doesn't work and there are never bookable appointments available in the NHS app. Over 400 call attempts on 14 Apr 23 then spent 25mins on hold in a queue. Pretty ridiculous.
Visited April 2023
Review titled The New Surgery
Replied on 30 October 2023
Dear Matthew, Thank you for taking the time to leave us a review, and I apologise for the inconvenience you have faced in trying to get an appointment with our doctor. We understand that accessibility and timely healthcare services are crucial, and we appreciate your feedback as it helps us identify areas where we can improve. Since your review was posted in April, we have taken your concerns seriously and have made significant changes to address the issue. One of the primary steps we have taken is to review and expand our phone lines, allowing more patients to join the telephone queue simultaneously. By doing so, we aim to minimise the number of attempts required to get through to our practice. I am also pleased to inform you that in the coming month, we will be implementing a new system to further enhance the appointment booking process. With this system, patients will have the option to virtually add themselves to the queue. Once you reach the top of the queue, our practice will call you back, saving you valuable time and allowing you to continue with your day without the need to stay on hold. We understand the frustration and inconvenience you have experienced, and we genuinely value your feedback. Our commitment to providing excellent healthcare services includes continuous improvement, and we are dedicated to finding ways to ensure that all our patients can access the treatment they require efficiently and effectively. Thank you once again for bringing this matter to our attention. We hope that these improvements will make a positive difference in your access to our practice. If you have any further concerns or suggestions, please do not hesitate to reach out to us. We are here to provide the best possible care and support for you. Kind Regards, Modupe Field Practice Manager
-
Review titled Issues now sorted.
Rated 3 stars out of 5
by Teresa - Posted on 11 April 2023
I've received a call from the surgery today and they have explained everything to me and sorted issues I had with them. Very helpful friendly service today thank you.
Visited April 2023
Review titled The New Surgery
Replied on 12 April 2023
Thank you for updating your review following our telephone conversation. Kind Regards Jackie Kelly, Practice Manager
-
Review titled Disappointed
Rated 2 stars out of 5
by Teresa - Posted on 03 March 2023
I attended a hospital because I am in chronic pain and was told to speak with my GP practice as an x-ray would probably be needed. I called to be told if I want an appointment I have to call at 8.30am or 12.00pm but appointments go fast. I was told the only other way was to use E-Consult between 11am and 12pm or call 111. I asked a pharmacy if they could help and they have given me the strongest painkillers they can and advised seeing a doctor. It seems impossible to see anyone these days so after working all my life and paying into the system I'm left to sit in pain, I'm one unhappy pensioner.
Visited March 2023
Review titled The New Surgery
Replied on 09 March 2023
Dear Patient Thank you for taking the time to leave feedback, we take all issues raised seriously. I am sorry to learn that you have experienced difficulty booking an appointment, demand remains high. I would welcome the opportunity to discuss this issues you have raised. May I ask you to email me via the practice email address: KMicb.thenewsurgeryadmin@nhs.net confirming your contact details and best time for me to call you. I look forward to hearing from you. Yours faithfully Jackie Kelly, Practice Manager