Headcorn Surgery - Ratings and reviews
Reviews
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Review titled Very Caring
Rated 5 stars out of 5
by Anonymous - Posted on 20 June 2023
I needed an urgent appointment. I was called when I was told to expect the call. The Doctor was very caring and my medical requirement was sorted very efficiently. The surgery could not have been any more helpful.
Visited May 2023
Review titled Headcorn Surgery
Replied on 04 July 2023
Dear patient Thank you for taking the time to post positive feedback about the service you received from the practice, it is very much appreciated and will be shared with the team. Anne Bristow Managing partner
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Review titled Unhelpful and unsympathetic
Rated 1 star out of 5
by Anonymous - Posted on 22 March 2023
I had been waiting for almost 6 weeks for a telephone appointment with my doctor. On the morning of the appointment I was sent a text to say the appointment was cancelled due to doctor being unwell and I would have to call them to rebook. I called and was told the earliest appointment was May. So if I do get seen, I will have had to wait over 12 weeks for an appointment. Whilst I understand that it is not the reception staff who can change this, the unsympathetic, matter of fact, ‘sorry it’s the way it is’ approach wasn’t overly helpful when I was clearly upset by this.
Visited March 2023
Headcorn Surgery has not yet replied.
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Review titled They have problems
Rated 3 stars out of 5
by Anonymous - Posted on 01 March 2023
told by pharmacist to see a doctor as she could not help.phoned to get an appointment but told there all gone on the day or book for 5 weeks time which seems a long wait or try again tomorrow for on the day. left it a week tried again told on the day are emergency, asked is it a emergency said yes as do not want to wait 5 to 6 weeks. told doctor will phone and could I send a picture as doctor will decide if they need to see me ! asked what sort of time doctor will call, told it is on afternoon list but might be between there appointments, so could be anytime ? If this is the case why could I not have had a phone call the first time as you don't see a doctor or even go to the surgery. if your case is an emergency should you not be at a+e. I look forward to your reply but please do not copy and paste like all your other reply
Visited March 2023
Headcorn Surgery has not yet replied.
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Review titled Long Long wait
Rated 1 star out of 5
by Chris - Posted on 17 March 2023
Please can you tell me why I phoned at 11.55 and you have not answered the phone by 16.10 I have had to listen to your music for over 4 hours. You can not describe this as good service, and you can not have anybody answering the phone. you win I've given up after 4 hours and 15 minutes
Visited March 2023
Headcorn Surgery has not yet replied.
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Review titled Awful practice
Rated 1 star out of 5
by Anonymous - Posted on 29 March 2023
Having been on hold for 20 mins, whoever eventually accepted the call cut me off immediately. Called back and I’m now position number 7 in the queue! That will be another 35 mins on hold at least… A doctor gave me direct instruction to phone back for further urgent testing if some of my results came back clear of infection as I’m experiencing daily symptoms that need to be explored. I’ve had receptionists phone me and tell me I don’t need any further action (not sure she knows more than a Gp) someone offered me an appointment in 7 weeks time. They lost a 24 hour urine sample for me as it wasn’t labelled correctly so someone disregarded it and didn’t even let me know it had been lost and not sent off to the lab. they dont communicate well at all, they have zero availability - I’ve had to go privately as I simply cannot get the care I need here. 1 or 2 receptionists are lovely. Some think they know more than the doctor and patient.
Visited March 2023
Headcorn Surgery has not yet replied.
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Review titled Not very helpful
Rated 1 star out of 5
by James Baker - Posted on 08 February 2023
Phoned up as very concerned about blood in my stools, waited 3 weeks as advised on NHS website, currently got COVID was told no appointments till mid march and can't book for a few days time when my COVID has cleared, really rubbish service
Visited February 2023
Review titled Headcorn Surgery
Replied on 09 February 2023
Dear Mr Baker Thank you for your feedback. I note that you contacted the surgery today and a GP has dealt with the medical issues you have reported (9.2.203). Anne Bristow Managing partner
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Review titled Dissatisfied
Rated 1 star out of 5
by Anonymous - Posted on 01 March 2023
I recently had to take a relative to Headcorn surgery. We arrived early and were surprised to see that the waiting room was virtually empty. As such I asked if the appointment could be brought forward. No, as apparently they were fully booked. During a 45 minute wait three patients were seen, three people walked in to complain that they couldn’t get through by phone. My relative was eventually seen but told that their on going treatment (a regular dressing change) could not be done at the surgery in future, and a copy of a list of walk-in centres was was provided. So now every three days a member of the family has to miss a day’s work in order to drive to which ever A&E walk-in centre appears to have the shortest waiting times and wait on average 4 hours to have a five minute dressing change. Can someone please explain how this makes any sense whatsoever. No doubt this review will receive one of the same cut and paste replies from the practice manager about cutbacks and over demand without actually addressing the reason why that they will not grant such a quick and simple procedure on site.
Visited February 2023
Headcorn Surgery has not yet replied.
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Review titled Frustrated
Rated 2 stars out of 5
by Tracey Kingsmill - Posted on 13 February 2023
I have been trying to get an appointment here for nearly a week been phoning everyday day bang on 8 am lines all busy and been cut of when i eventually get through all appointments gone . I have an appointment booked for phone consultation towards end of march but this does not help me now as i need some medication but have to see a clinician to get it reviewed . Very poor and reception not very helpful either as all they say is keep trying or phone 111 . Shouldnt have to do this as this is my drs .
Visited February 2023
Review titled Headcorn Surgery
Replied on 14 February 2023
Dear Mrs Kingsmill Thank you for your feedback about being able to get an appointment. I note that you contacted the surgery this morning at 8am and that a GP spoke to you at 10.30am and dealt with your request, I trust this service is to your satisfaction. As we have mentioned before, demand for appointments is exceeding our ability to provide them, and we apologise for this. The crisis is not restricted to Headcorn Surgery, however, but happening in general practice across the UK as you will be aware from the national press coverage of the situation. We support our reception staff who do a fantastic job, sometimes in very difficult and challenging circumstances, they cannot magic appointments if we do not have them and are quite correct in offering other options such as 111 or a walk in centre. Anne Bristow Managing partner
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Review titled Can never get through on the phone for an appointment
Rated 5 stars out of 5
by Anonymous - Posted on 23 January 2023
I’ve now tried 5 mornings in a row as soon as the phone lines open and it Always just says that the phone queue is full and I will be cut off. It’s the most ridiculous system I’ve ever come across. How do I get an appointment when I can even speak to anyone? I’ve tried the online system also just to get a response to say they don’t offer same day appointments via that system and to call 111. Great let’s waste other already stretched NHS services. This surgery needs to be looked at asap.
Visited January 2023
Review titled Headcorn Surgery
Replied on 09 February 2023
Dear patient Demand for appointments is exceeding our ability to provide them, and we apologise for this. The crisis is not restricted to Headcorn Surgery, however, but happening in general practice across the UK as you will be aware from the national press coverage of the situation. We are at maximum capacity in terms of the number of clinical staff, we cannot afford any more doctors and have no rooms to put them if we could. Within the past few months we have managed to increase our provision by 2 senior clinician days per week by persuading existing clinicians to work more sessions for us, meaning that we are offering more appointments, we have also extended the pre bookable appointment time to 6 weeks. In terms of urgent care, we will not allow our clinicians to work at rates or for length of time that are not professionally safe or breach their contract of employment, and so we must at time advise patients to seek help elsewhere such as a walk in centre, 111, A&E or pharmacy. Anne Bristow Managing partner
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Review titled Surgery needs a major shake up
Rated 1 star out of 5
by Patricia Ann Smith - Posted on 18 January 2023
Spent the last year trying to make life easier by changing the way I collect my medication. For months now I have not picked up my meds complete, in spite of ordering them early and giving plenty of time, I am usually told by the pharmacy that the surgery hasn't received them or has not passed anything on to the pharmacy. I have changed to trying to collect them from the local chemist, but every time there is a problem, because they have not heard from the surgery or the meds have been sent elsewhere. I am not blaming the pharmacy as I believe it is the fault of the surgery. Never before have I needed to blame the NHS, as I have the greatest respect for them, but something needs to change, as this surgery are not as efficient as they should be.
Visited January 2023
Review titled Headcorn Surgery
Replied on 20 January 2023
Dear Mrs Smith Thank you for providing feedback on your recent experience of the service at Headcorn Surgery. I requested my repeat prescription manager to contact you and I understand she has spoken to you today to clarify the process when requesting medication. I would also advise that once the prescription has been passed to your nominated pharmacy the surgery has no further control over length of time taken to process and dispense, each pharmacy will have their own requirements. I am also aware that there have been a lot of supply issues with various medication over the past year and this is likely to continue. Anne Bristow Managing partner