Canterbury Medical Practice - Ratings and reviews
Reviews
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Review titled Friendly Reception staff, appointment was to time
Rated 5 stars out of 5
by Anonymous - Posted on 23 February 2024
Took my daughter in for her vaccinations. Was easy to park on site @ Ethelbert Road building. We didn’t have to wait long and the reception staff were friendly and efficient.
Visited February 2024
Review titled Canterbury Medical Practice
Replied on 09 April 2024
Thank you for the positive feedback. We will pass this back to the staff including the reception team. Practice Manager
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Review titled Appointment needed for skin complaint
Rated 3 stars out of 5
by JillM - Posted on 03 January 2024
Appointment system keeps linking me with Bridge which says there are no appointments available. I am registered with Ethelbert Road. I have been with the practice for 30+ years in High Street, London Road and now Ethelbert Road. Rang surgery at 10.15 this morning. Pressed 8. Its 11.10 and No-one has rung back . My only option is to go to surgery and book an appointment. It shouldn’t be this difficult!
Visited January 2024
Review titled Canterbury Medical Practice
Replied on 09 April 2024
Dear Jill Thank you for the feedback. We are sorry to hear of your struggles via the phone. We are aware that our phone system can result in a queue but we do have a call back facility (which looks like you used) which means you do not lose your place in the queue and we will call back when you reach the front of the queue. All calls are returned but sometimes weak signals can cause issues. We are working with our telephone provider on solutions to improve this service. Practice Manager
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Review titled Good practice, booking of appointments poor & unprofessional
Rated 3 stars out of 5
by Farida Omar - Posted on 12 December 2023
I have been trying to book an appointment with a specific GP for the last month, since November, I was told to call after 2 weeks. I have made 5 calls in total to try and get an appointment and the worst thing is to be in the queue as no. 29 and request a call back, and hoping that I will now finally get an appointment confirmed. I then called on 7 December, was told that they cannot give me an appointment as the schedule for appointments will only be available on Tuesday 12 December and I should call early morning by 8am. I called on today 12 December, requested call back as I was number 25 in the queue. The receptionist called and I was first asked to hold on. Receptionist said she is checking if the GP is for tomorrow, she said not available, she tried to see if she can pre-book, still nothing and eventually to my disappointment she said I should call back after a few days. I asked after how many days? She said not sure I should keep trying in the next few days. This service is extremely poor, unprofessional for a medical practice who cannot even provide an appointment to patients. After a few days if I call, will I then get the same answer "please call in few days". What guarantee is there that I will get an appointment after the "few days". At least an answer such as "we can pre-book you, the GP is available only in January 2024, may we book you on this date, or if we have a cancellation we can give you a call"..... At least that can help patients to know that there is some kind of a response. The service regarding booking for an appointment is very frustrating and extremely unprofessional and it's as though they don't have a clue what is going on and how to setup of monitor appointment bookings. And this is only that we are trying to get an appointment with a GP and not a specialist in any medical field. Hope this section of the Canterbury Medical Service can be improved with well trained staff that and know how they can attend to "patients" who need to see a GP desperately, it really concerns people's health and lives and not an online shopping service. Hope to see some positive improvement and satisfaction guaranteed for patients. Thank you.
Visited December 2023
Review titled Canterbury Medical Practice
Replied on 09 April 2024
Dear Farida - We apologise for the poor experience that you have encountered and a member of the practice will contact you shortly to discuss this further. Practice Manager
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Review titled E consult a waste of time
Rated 2 stars out of 5
by Anonymous - Posted on 06 November 2023
On calling to book to see GP with lump in breast, told next appointment is in a week, instead I can attend Urgent Treatment Centre or use e-consult. Every time I use e consult it directs me to call an ambulance and I have no intention of sitting in a waiting room for hours with patients who require Urgent care. Receptionist less then helpful and said these are only choices on offer. Last time I found a lump I paid to go private!
Visited November 2023
Review titled Canterbury Medical Practice
Replied on 09 April 2024
Thank you for your feedback. As this is an anonymous feedback we are unable to investigate this specific incident - if you would like to contact the practice to discuss further then please do so we can look into this further. Practice Manager
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Review titled e-consult - quick response.
Rated 5 stars out of 5
by Anonymous - Posted on 08 June 2023
Submitted an e-consult and got contacted by a Doctor a few hours later. Doctor was able to sort everything for me including a prescription.
Visited June 2023
Review titled Canterbury Medical Practice
Replied on 09 April 2024
Thank you for the positive feedback. We are pleased to hear that our econsult pathway worked well and provided you with the outcome you needed. We will pass this back to the staff and also our quality improvement team. Practice Manager
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Review titled Helpful staff and issue sorted same day
Rated 5 stars out of 5
by Anonymous - Posted on 23 February 2024
Sent an econsult via the nhs app and a gp got back to me with some advice and a prescription that afternoon. Was good to avoid waiting on the phone. Have always experienced good service from Canterbury Medical Practice.
Visited February 2023
Review titled Canterbury Medical Practice
Replied on 09 April 2024
Thank you for the positive feedback. Its great to see that our digital options are effective and enabled you to achieve the outcome that you needed. This feedback will be passed to our staff and also our quality Improvement team. Practice Manager
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Review titled Brilliant access and great service - thank you.
Rated 5 stars out of 5
by Anonymous - Posted on 11 February 2023
I used an econsult to get in touch with my Doctor. He got back to me within a couple of hours and was able to issue some medication for me which has resolved the issue. Would be great if this service was also available in the evenings again, as it used to be. Thanks for your help - always a good experience at Canterbury Medical Practice.
Visited February 2023
Review titled Canterbury Medical Practice
Replied on 09 April 2024
Thank you for the positive feedback. We are pleased to hear that the econsult process worked well and you received the outcome that you required. Econsults are on a fixed timeframe to ensure that the workload is manageable and all econsults are actioned within the required timeframe. This is constantly being reviewed. Practice Manager
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Review titled Efficient practice
Rated 4 stars out of 5
by Anonymous - Posted on 19 September 2022
Apart from delays contacting by phone, early doctor appointments were available. Careful attention was given to my problems.
Visited September 2022
Review titled Canterbury Medical Practice
Replied on 06 December 2022
Apologise for the delay in responding but this has been due to a change with Practice Management and enabling access for the new manager. Thank you for the feedback and its reassuring to hear that you gained access quickly and was happy with the appointment. The telephones have been an issue which we are working with the provider to improve, we now have a call back facility to help reduce the actual time waiting in a queue which has had positive feedback and we hope to notice improvements as we work alongside our telephone provider.
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Review titled Terrible service
Rated 2 stars out of 5
by Anonymous - Posted on 14 July 2022
I had a lump in my throat and couldn’t swallow food ( still can’t ) . I Was made to wait 2 weeks to be told I had to wait another month to see if it goes away naturally as they don’t know what’s wrong. Awful service as I’m still suffering and getting no help from any doctor
Visited July 2022
Review titled Canterbury Medical Practice
Replied on 06 December 2022
Apologise for the delay in responding but this has been due to a change with Practice Management and enabling access to the new manager. We are sorry to hear of your experience back in July and it's difficult to respond specifically on this case as the review is marked anonymous, but we have made changes to our appointment system in the last month to improve and provide consistent care for our patients alongside a newer urgent on the day service which we are constantly monitoring and reviewing.