Edenbridge Med Practice - Ratings and reviews
Reviews
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Review titled Poor telephone service
Rated 2 stars out of 5
by Anonymous - Posted on 29 February 2024
I contacted the surgery by phone, I was number five or six in the queue, after about thirty five minutes I reached number one in the queue where I remained for at least a further twenty minutes. The whole experience was extremely frustrating. A Nursing Sister from a London Hospital who was assisting me to get some medication had also tried to contact them, she said she started at number eleven in the queue and thirty minutes later had only reached number five. She gave up. I did explain to her that she may have been able to pass a message on through the GP secretaries, but she could not believe the length of time people were expected to wait. Although this is a new GP practise the telephone system to make an appointment does not work.
Visited February 2024
Review titled Edenbridge Med Practice
Replied on 29 February 2024
We are sorry to hear about this frustrating experience. We have a number of staff dedicated to answering our phones but unfortunately demand for this can at times be greater than the resource available. To address this we recently launched our online booking and administrative request service which can be found here: https://florey.accurx.com/p/G82019 If you have online access via a computer or smart phone you can make requests here. More than 800 patients successfully contact us for appointments and other administrative issues every week this way. An urgent request from a hospital to provide you with medicines which they cannot supply would prompt same day response in the vast majority of circumstances. We hope this information is helpful when contacting the practice in future. We do of course support patients who are unable to use the online booking system and if this is the case please liaise with our practice manager or reception team who will be able to assist you.
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Review titled Awful practise, and dismissive staff
Rated 1 star out of 5
by Anonymous - Posted on 08 February 2024
I waited 40 minutes to be seen…the only reason I went and got seen was because I asked why it was taking so long. A lady who claimed she was ‘standing in’ for my doctor then told me that I had to choose 1 of the 2 things I came to discuss because apparently she didn’t have enough time to discuss both with me? What on earth is that kind of service? I didn’t have the time to wait an extra 40 minutes to be seen but the practise doesn’t have time to discuss what I’m booked in for, just seems ridiculous. Anyway I decided to speak about my prescription regarding my mental health. Since she wasn’t my doctor I then had to explain my situation and be asked very sensitive questions all over again! I have already established this with my doctor and everytine I have to answer questions regarding my mental health it is draining. I wish they had told me it wouldn’t have been my doctor. The lady I saw came across very patronising and suggested therapy to which I said I have already done that. I didn’t feel listened too. In conclusion, I now need to book yet another appointment for my other issue and it’s a pain trying to be seen anyway. And on that note, don’t even bother trying to call up. I was on hold for an hour, and when I was first in queue the receptionist cut me off. Just appalling service and I don’t feel supported.
Visited February 2024
Review titled Edenbridge Med Practice
Replied on 10 February 2024
We are sorry to hear about your recent experience. We do endeavour to make appointments for patients with their usual listed doctor, but it sounds like in this case the doctor who is more familiar with you was away. You can request to be seen by your own GP and for more complex cases such as your own we try to do this as much as possible. You might also find it helpful to request a double appointment, particularly if there are several medical issues you wish to address, and you can request this at the time of booking. A standard appointment is 10 minutes, so sometimes a double appointment is more appropriate so all issues can be addressed safely. Bookings can now be made online at https://florey.accurx.com/p/G82019 removing the need to telephone the practice, unless you need additional support in completing the form. We hope the above is helpful and will allow for a more positive experience at your next appointment.
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Review titled Great service
Rated 3 stars out of 5
by Peter Waddacor - Posted on 09 June 2023
Having read previous complaints about the quality of service at reception, I would like to say that the booking system worked perfectly and everything was according to schedule for my blood test. And when requesting the results over the phone some 3 weeks later, I went from number 3 in line to being answered within a minute or so. The receptionist was extremely polite and helpful; she gave me the results at high level (all normal) and said she'd print out the full results which would be in an envelope for collection, which it was. So no complaints.
Visited June 2023
Review titled Edenbridge Med Practice
Replied on 13 June 2023
Thank you for taking the time to tell us about your positive experience, which will be shared with our hard-working reception and admin teams. Best wishes
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Review titled Not fit for purpose.
Rated 1 star out of 5
by Anonymous - Posted on 06 June 2023
After a stay in hospital I was advised to book a blood test asap on my return home. Rang the surgery - I was 12th in the queue. After a 55 minute wait the receptionist told me I couldn't book a blood test without my GP requesting it. I asked if the doctor could phone me so I could ask her to request it. No - there were no more telephone consultations available. I should ring back tomorrow in the hope of a telephone consultation. So 1 hour 10 minutes wasted and nothing achieved. Also tried to book an appointment to see my doctor. No appointments available for 1 month. This surgery is not serving the community and is not fit for purpose.
Visited May 2023
Review titled Edenbridge Med Practice
Replied on 09 June 2023
We are sorry to hear you had a frustrating experience trying to book a blood test. On most occasions we are able to carry out blood tests requested by third parties such as hospitals and clinics but occasionally this does require a GP consultation first. If you are able to contact the practice manager in writing with your details we would be happy to look into whether we could have been more efficient in this case. While we appreciate your frustration we would comment that we strive to provide an excellent service to all patients, with many hundreds of effective and compassionately delivered appointments every week, despite very difficult circumstances caused by ongoing economic challenges to the health service as a whole. You may wish to consider using the online consulting service “econsult” via the surgery website which allows to you request online consultations and manage administrative queries, within regular opening hours, without the need to wait on the telephone. Best wishes
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Review titled Unfit for purpose
Rated 1 star out of 5
by Julie - Posted on 30 November 2022
Called today to be met with the usual condescending, sarcastic receptionist trying her best to make me disclose my confidential medical information which I would only ever share with a GP. She then diagnosed a telephone call would be the best thing despite my request to see a Doctor in person! However, this call could come at anytime so completely unsuitable for a working person such as myself. Given the outcome of the pointless telephone call would be a visit to the surgery to see a GP (which is what I had called in a futile attempt to arrange), I decided to decline and visit the minor injuries clinic in Edenbridge instead (they are brilliant where the surgery are very much not). In 7 years living in Edenbridge I have not once met the GP which the reception team insist is my GP and the only one I am allowed to attempt to book an appointment with. My attempts and those of family members are consistently blocked by the rude reception team. I am beginning to wonder if the GP in question is in fact a mythical creature...
Visited November 2022
Review titled Edenbridge Med Practice
Replied on 23 October 2023
Dear Julie, thank you for the feedback and please accept our apologies for the late response. We are sorry to hear about your frustrating experience in trying to book an appointment. We accept that the system for making appointments has been over-stretched for some time, and following consultation with our Patient Participation Group, we recently launched a new online booking system which can be accessed via our website. We hope you will see improvements in getting access to the medical care you need from the surgery from now on. Best wishes
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Review titled Telephone contact with surgery
Rated 2 stars out of 5
by Stephen WHITTAKER - Posted on 15 November 2022
This afternoon I tried to contact the surgery to get blood test results after waiting 15minutes was told I was number 1 in the queue only to then be cut off, I then rang back but was told I was then 7th in the queue so gave up. As there is no longer a specific number to press for results as there used to be I pressed for the secretary's and got through but was told they could not help me with blood test results and would I hold music was then played for 2-3 minutes before I was cut off again at that point I gave up. This is not the first time this has happened and I cannot tell you how frustrating it can be. I have to say the whole practice seems to be broken not by the medical staff who are excellent when you finally get to them but the administration is appalling and needs to be reviewed as it is failing the community.
Visited November 2022
Review titled Edenbridge Med Practice
Replied on 23 October 2023
Dear Stephen, thank you for taking the time to offer your feedback and please accept our apologies for the delay in replying. We are unclear why you were unable to access the results number, as this is still in action, however the experience sounds extremely frustrating for you, for which we are sorry. We have recently invested in updated telephony which is proving better at managing the large demand. We have also launched an online booking system which is freeing up capacity on the telephone lines. If you continue to experience difficulties please do not hesitate to contact our practice manager to discuss this further. Otherwise, we hope that with our improved systems you will have considerably smoother interactions with the practice going forward. Best wishes
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Review titled Unable to make appointment
Rated 1 star out of 5
by Sarah Lemoine - Posted on 06 October 2022
Telephone queue system for appointments on a daily basis - you end up in the phone queue for over an hour. I have tried 4 times in the last two days but cannot stay on the phone that long whilst at work. Went in person to try and make an appointment but no appointments available. What on earth am I meant to do? I have an bacterial infection that needs antibiotics and is getting progressively worse but I cannot see or speak to a doctor for medication. Why is Edenbridge so much worse than other surgeries?
Visited October 2022
Review titled Edenbridge Med Practice
Replied on 06 October 2022
Dear Sarah, thank you for taking the time to leave a review and we are sorry for the inconvenience you have experienced trying to book an appointment. There is more detail below setting out the current challenges and our response. In the meantime, please consider using the econsult service on our website which is available during normal surgery hours and will allow us to triage your medical concern quickly and offer you a timely appointment. We recognise that access to our services is currently our biggest challenge. Practices nationwide are experiencing similar issues as a consequence of more than a decade of NHS GP funding not keeping up with the increasing numbers and complexity of the patients we treat. However, although some of the current challenges are not ones that we can solve at a local level, we also listen to all feedback and always look to make improvements. As a result we recently asked our patient participation group (PPG) to undertake a survey which found that while the vast majority of patients had a “good” or “excellent” experience when visiting the practice, many still found access to appointments frustrating. We have now introduced a cloud-based telephone system which creates additional phone lines and we are delighted to be welcoming new members of staff to our team in the coming months including a new GP and nurse practitioner. Appointments are also available with our first contact physiotherapists, physician associate, social prescribers, care coordinators and our clinical pharmacist. We are also opening up more GP appointments that can be booked in advance. Despite this, we know that patients trying to make appointments by telephone often experience a long wait. We are therefore launching a drive to encourage those who are able to book appointments online via the e-consult service on our website. This allows us to quickly and safely assess a patient’s needs, book timely appointments, and will also free up the phone lines to create a better experience for those who wish to continue to use this method of contacting us. We remain committed to continuing to work with our patients and our PPG to improve our services to the best of our ability in what remain extremely challenging circumstances.
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Review titled Major problems with appt. systems
Rated 3 stars out of 5
by Anonymous - Posted on 21 September 2022
Aug. I tried to book an appt for a blood test twice over the phone, and after 20 mins of waiting (with little movement in the que) for connection to reception, both times, I gave up. The third time I rang, as the situation was getting urgent I was waiting in the que for connection to reception for 30 mins (I timed it,) before I was able to make an appt. Yesterday, I phoned the surgery pharmacy for advice on problems with my medication and they said I should arrange a phoned appt with my doctor. So, they transferred me to reception where I was second in the que, and after a few mins I was first in the que, and there I waited for 45 mins without being answered. I hung up as waiting any longer I would start to be charged. So today I attended the surgery to request a phone appt with a doctor, to be told the first available one was 17th Oct. or, if I would like to come into the surgery at 8am tomorrow I could have book a phone appt with whoever is on duty. That will then make 2 visits just to make an appt. How is that good for the environment, all those car journeys? Plus, how do housebound patients manage? I know from experience they can't ask a neighbour to make a referral as, they "aren't a relative." The staff are charming once you get an appt. but the process is so frustrating, and, it is not just my experience, ask local people, and they all say the same "you need to attend the surgery" as telephoning is a waste of time. The system needs to be improved.
Visited September 2022
Review titled Edenbridge Med Practice
Replied on 06 October 2022
Thank you for taking the time to leave a review. We recognise that access to our services is currently our biggest challenge. Practices nationwide are experiencing similar issues as a consequence of more than a decade of NHS GP funding not keeping up with the increasing numbers and complexity of the patients we treat. However, although some of the current challenges are not ones that we can solve at a local level, we also listen to all feedback and always look to make improvements. As a result we recently asked our patient participation group (PPG) to undertake a survey which found that while the vast majority of patients had a “good” or “excellent” experience when visiting the practice, many still found access to appointments frustrating. We have now introduced a cloud-based telephone system which creates additional phone lines and we are delighted to be welcoming new members of staff to our team in the coming months including a new GP and nurse practitioner. Appointments are also available with our first contact physiotherapists, physician associate, social prescribers, care coordinators and our clinical pharmacist. We are also opening up more GP appointments that can be booked in advance. Despite this, we know that patients trying to make appointments by telephone often experience a long wait. We are therefore launching a drive to encourage those who are able to book appointments online via the e-consult service on our website. This allows us to quickly and safely assess a patient’s needs, book timely appointments, and will also free up the phone lines to create a better experience for those who wish to continue to use this method of contacting us. We remain committed to continuing to work with our patients and our PPG to improve our services to the best of our ability in what remain extremely challenging circumstances.
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Review titled Ventilation
Rated 2 stars out of 5
by Anonymous - Posted on 08 June 2022
I visited the surgery this morning, the waiting room was busy, everyone wearing a mask but not one window open. Coronavirus is still with us, ventilation is vital especially in a GP surgery.
Visited June 2022
Review titled Edenbridge Med Practice
Replied on 09 June 2022
Thank you for your feedback. We have been careful in adhering to local and National NHS guidance on infection control and prevention and followed all Covid 19 guidance. However, the point about ventilation is well taken and will be fed back to the practice team so windows can be kept open when appropriate.