Pilgrims Way Surgery - Ratings and reviews
Reviews
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Review titled The worst service ever
Rated 1 star out of 5
by Anonymous - Posted on 22 February 2024
My family member waited for referrals with his stomach problems, finished in A&E with exploded small intestine and spent month in hospital, after he was released they recommended to go back in the morning to this GP surgery,next day,everything was fine, suddenly received afternoon call from receptionist that he must go back to A&E because wound not healing properly, they changed their decision after 8 hours, morning was okay and nothing really happened meanwhile but they wanted to A&E take him back to hospital, when I asked why and that I am next of kin this arrogant receptionist said I don’t want to speak with you about that but I said I understand but we need explain why suddenly you changed your decision. She said I am not doctor and you as well and nurse is not here already, this made me think that this receptionist made that decision by herself because if is like that why they didn’t tell us straight after morning appointment. Okay we went back to hospital, and we been in shock that nurse or doctor from this Pilgrims surgery sign for him wrong tables as doctor said in hospital. I am definitely sure that something happened with this surgery very soon as I see nothing is right from this reviews and I was polite and kindly asked and straight a way receptionist was rude without any reason, btw opening hours was till 18:30, I went there for explanation around 15:00 and nobody responsible for this decision was there. Hopefully we will report this behaviour to someone who take some action because be honest my family member was in critical condition and he constantly asked for referrals to check his digestive system, they always discharged him with other problems but never sent him to some test, referral for exact test came when my family member was already after surgery at ICU. Shame on you!!
Visited February 2024
Pilgrims Way Surgery has not yet replied.
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Review titled Awful practice - rude reception staff
Rated 1 star out of 5
by Anonymous - Posted on 13 November 2023
The appointment system at this practice is awful, do not bother asking for your place in the queue to be held by the time they get back to you all the appointments have gone. I have private healthcare and even that is proving incompatible with this practice service as you can never get an appointment for a referral with appointments taking 3 weeks at least. The receptionists are vile absolutely rude human beings, snatch paperwork, are blunt on the phone, have absolutely no discretion in the surgery. I have witnessed them speaking about patients out loud which is a breach of ethics. The reception staff also speak to you like they are medically qualified to determine if you need a doctor or not. My daughter was sent home because of the receptionist only to be taken to A&E with acute tonsillitis that was lucky didnt turn to sepsis. The practice is clearly struggling and very poorly managed with severe lack of staff for the density of the over populated area.
Visited November 2023
Review titled Pilgrims Way Surgery
Replied on 13 November 2023
Dear Anonymous Patient Thank you for your message. As you have left no contact details I cannot contact you directly to help you or investigate this matter further. I am not even sure you if are a patient at Pilgrims Way Surgery, as there two GP Practices in the same building. Please contact me and I will be able to help you? Hardeep Nota - Practice Manager h.nota@nhs.net
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Review titled Disappointed with the last triage
Rated 4 stars out of 5
by Aatif Naqash - Posted on 28 December 2023
I hope this message finds you well. I am writing to express my concerns about recent medical care at Pilgrims Way Surgery. In Oct 2023, I experienced clinical symptoms and sought assistance from my GP, who referred me for some tests. Despite normal results, my symptoms persisted, and I returned seeking further investigation via online triage. The receptionist over the phone suggested a visit to a&e, which I avoided as I did not have shooting pain or anything that would warrant a visit to a&e. I'm concerned about the receptionist's role in this triage, as it seemed there was misinterpretation between what the Gp advised and what she conveyed and there were perhaps personal inputs from her in the diagnosis and triage which is a bit worrying. With private insurance, I consulted a specialist who got some scans done and diagnosed prostatitis and prescribed antibiotics for 2 months. If appropriately dealt with via the triage, my private insurance excess cost of approximately £400 could have been avoided. This situation highlights challenges faced by patients without private insurance, emphasising the need for comprehensive and timely care for all. While I appreciate the efforts of the medical professionals, I'm disappointed in the communication and decision-making process at the GP surgery for my medical symptoms. I kindly request a review of my case, aiming for improved patient communication and decision-making processes via the triage. I think the triage needs to be dealt with more carefully going forward particularly where the patients are reporting persisting symptoms. A&e is not the way out, but further investigations should be considered by the GP rather than the receptionist suggesting to go to a&e. A&e is for medical emergencies, not for diagnosing prostatitis. Thank you for your attention, and I look forward to your response.
Visited November 2023
Review titled Pilgrims Way Surgery
Replied on 29 December 2023
Dear Mr Naqash, Thank you for your complaint email and I am very sorry for the inconvenience, disruption and difficulties you have been experiencing. We have treated your complaint as a learning curve and have put together training sessions for staff members and will monitor accordingly. I understand a GP Partner from the Practice has called to discuss your issues and all matters have been resolved amicably, if not, please contact me in due course. Hardeep Nota - Practice Manager Pilgrims Way Surgery 01322-279881
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Review titled Terrible service
Rated 1 star out of 5
by Melissa - Posted on 25 August 2023
This has been my doctors surgery for years and in all honestly I dread having to make an appointment because it is never a good experience. I have once sat on the phone for 45 mins trying to get through only for the line to hang up. Receptions show no care or sympathy, I’m sorry but you don’t make a doctors appointment for no reason obviously something it troubling you so it would be nice to be shown a bit of compassion when calling. We are now in 2023 and they are still acting like we are in the peak of covid, it is impossible to get a face to face appointment and they just ask for photos and even on my last phone appointment I sent the photos and didn’t even get a call back.. I got a text with what they are prescribing me!! They do not realise the impact it has by not seeing people face to face, they are meant to be helping people, If you don’t want to speak to people or help then don’t be a doctor! I could honestly go on and on about this surgery but it would be a waste of time because they never change, no wonder they have a 1 star on here and a low google rating. This review is due to me trying to call today and I was on the phone for 20 mins.. i desperately need a face to face appointment but I do not have the time while at work to be sat on the phone for that long. It honestly just really angers me.
Visited August 2023
Review titled Pilgrims Way Surgery
Replied on 29 August 2023
Dear Melissa Thank you for your message. As you have not your full name or left any contact details I cannot contact you directly to help you or investigate this matter further. I am not even sure you if are a patient at Pilgrims Way Surgery, as there two GP Practices in the same building. Please contact me and I will be able to help you? Hardeep Nota - Practice Manager h.nota@nhs.net
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Review titled Very behind in the times and incompetent
Rated 1 star out of 5
by Anonymous - Posted on 17 July 2023
Cant get an appointment, can’t get parked, constantly have to chase results, awful practice with some rude untrained staff. Good drs have all left.
Visited May 2023
Review titled Pilgrims Way Surgery
Replied on 20 July 2023
Dear Anonymous Patient Thank you for your message. As you have left no contact details I cannot contact you directly to help you or investigate this matter further. I am not even sure you if are a patient at Pilgrims Way Surgery, as there two GP Practices in the same building. Please contact me and I will be able to help you? Hardeep Nota - Practice Manager h.nota@nhs.net
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Review titled Receptionists act like they are doctors
Rated 2 stars out of 5
by Anonymous - Posted on 13 April 2023
The doctors are really lovely but the staff at the reception are really behaving as if they are doctors and questioning on why I need a certain medication. My new born was in the hospital for 5 months and need to have a certain medication and I was questioned by the receptionist about it with out even knowing or understanding my daughter condition. Her hospital discharge medication list has it all listed that she needs that medication than why am I questioned? Even with appointments the receptionist will ask me what is wrong with the child and they decide whether they need to give me an appointment for my daughter or no. They act as if they are medical practitioners and have the authority to decide for my child. My second daughter had a high fever and I was asking for an appointment by calling at 8am in the morning and the receptionist was not willing to give me a face to face appointment with the doctor because as per her she felt my daughter does not need a face to face appointment. Why should I make a call at 8am in the morning if the staff at the reception are going to make a decision and not give a face to face appointment. Will the staff take responsibility if something goes wrong with my daughters? The practice has really lovely medical staff but the staff at the reception are making the practice have a bad reputation. Extremely unhappy with the way I have been treated.
Visited April 2023
Review titled Pilgrims Way Surgery
Replied on 14 April 2023
Dear Anonymous Patient Thank you for your message and I apologise for the inconvenience of not being able to get through to our reception team and being signposted by the reception team. As you have left no contact details I cannot contact you directly to help you. I am not even sure if you are a patient at Pilgrims Way Surgery, as there two GP Practices in the same building. Please contact me and I will be able to help you? Hardeep Nota - Practice Manager h.nota@nhs.net
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Review titled Great doctors, difficult to get an appointment
Rated 2 stars out of 5
by Anonymous - Posted on 20 December 2022
The doctors at this practice are fantastic. The administration staff and just trying to get in contact with the surgery is impossible. This side of the practice needs improving, it's just so frustrating.
Visited December 2022
Review titled Pilgrims Way Surgery
Replied on 14 April 2023
Dear Anonymous Patient Thank you for your message and apologise for the inconvenience of not being able to get through to our reception team. As you have left no contact details I cannot contact you directly to help you. I am not even sure you if are a patient at Pilgrims Way Surgery, as there two GP Practices in the same building. Please contact me and I will be able to help you? Hardeep Nota - Practice Manager h.nota@nhs.net
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Review titled Unable to get trough phone or book appointments
Rated 1 star out of 5
by Anonymous - Posted on 10 October 2022
It is impossible to get to speak with someone over the phone, never mind having a face to face consultation. Disappointing and unsafe for patient putting health at risk.
Visited September 2022
Review titled Pilgrims Way Surgery
Replied on 21 October 2022
Dear Anonymous Patient Thank you for your message and apologise for the inconvenience of not being able to get through to our reception team. As you have left no contact details i cannot contact you directly to help you. I am not even sure you are patient at Pilgrims Way Surgery, as there two GP Practices in the same building. Please contact me and I will be able to help you? Hardeep Nota - Practice Manager h.nota@nhs.net
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Review titled Failing medical practice
Rated 1 star out of 5
by Anonymous - Posted on 09 June 2022
Appalling, surprised this practice even has 2stars. You can never get through and when you do some reception are unhelpful, unwilling, uncaring and somewhat rude. Repeat prescriptions have previously been ignored, took almost 5 months for registration after they misplaced all our documents/ forms. Haven’t assisted in referrals and again office staff have advised me to chase myself. The nurses / drs aren’t really the issue (if you can get to see them) it is definitely a case of over subscribed/ poor communication and in desperate need of management and updates. I have been extremely fair in these comments. Imagine having multiple illnesses and getting spoken to with no care, from your “medical care” practice
Visited June 2022
Review titled Pilgrims Way Surgery
Replied on 10 June 2022
Dear Anonymous Patient, Thank you for your email and I apologise for your unhappy experience and inconvenience of not getting through to our reception and services. As you have not left any contact details I cannot ring you back or contact you and I am not even sure if you are registered at this Practice as there two separate GP Practices within Dartford East Health Centre building, we are Pilgrims Way Surgery and the other Practice is called Dr Shimmins & Partners. Please could you contact me and I can try and help you as much as possible to get this matter resolved. Hardeep Nota - Practice Manager Pilgrims Way Surgery h.nota@nhs.net 01322 279881
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Review titled Great Practice
Rated 5 stars out of 5
by Natalie - Posted on 08 April 2022
I highly recommend the staff at this practice - we have been fortunate enough to get face to face appointments and the reception staff are extremely helpful too!
Visited April 2022
Review titled Pilgrims Way Surgery
Replied on 12 April 2022
Dear Natalie, Thank you so much for your lovely comments which I will pass on to the staff. We really appreciate good comments and bad experiences as well, so that we can improve our processes and provide a good quality service to our patients. Always happy to listen to good and bad suggestions and recommendations. Hardeep Nota - Practice Manager h.nota@nhs.net 01322 279881