Horsman's Place Surgery - Ratings and reviews
Reviews
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Review titled Lovely & Accommodating Staff
Rated 5 stars out of 5
by Ime Bassey Antiah - Posted on 26 April 2023
I've had a lovely experience each time I've been in contact with the surgery from my initial call to the Dr's call. I was then booked in to do my test and arrived later than the time i was booked in for due to circumstances beyond my control and the staff were so nice and accommodating given I have such a busy schedule most days. The nurse also talked me through what she was doing and was very pleasant. Definitely recommend this GP for anyone looking for a lovely team who care about your wellbeing and are willing to go the extra mile.
Visited April 2023
Review titled Horsman's Place Surgery
Replied on 19 June 2023
Many Thanks for your kind Comments I will be passing this on to the the team at our weekly meeting Kind Regards Practice Manager
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Review titled Improving
Rated 3 stars out of 5
by Samantha Read - Posted on 17 March 2023
They’re definitely trying to improve the call handling rate, got through this morning within 18 minutes and was caller 14 when I joined the que. Managed to get the appointments needed for both my sons too. Well done Horsmans place keep up the good work :)
Visited March 2023
Review titled Horsman's Place Surgery
Replied on 03 April 2023
Thank you Samantha for your kind comments which has been fed back to the team. We have recently updated our phone system set up and have a live call board which is monitored. If the call is not answered promptly another set of colleagues in the building pick up the calls
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Review titled Very frustrating
Rated 2 stars out of 5
by Anonymous - Posted on 27 March 2023
I tried to call to see a GP on Monday waited an hour .I gave up and walked in to surgery at 1. Only one receptionist and five people in front of me. Walked out and rang again at 3 . Waited one hour fifteen minutes. Told earliest appointment was three weeks time. Could go online if wanted an earlier one. Went online to be told they weren't doing appointments until next day .I don't need blood pressure tablets but I do now.fuming
Visited March 2023
Review titled Horsman's Place Surgery
Replied on 03 April 2023
Hi we apologise for this During that week there was an issue with the internet in the whole of Dartford which effected the internet and the phone system. Since we updated out phone system and got our staff in the correct shift times the calls have been answered a lot quicker. If you can contact the surgery again (I'm sure it will be a lot quicker) and leave your details i can run an audit to see what has happened
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Review titled Improving
Rated 4 stars out of 5
by Anonymous - Posted on 04 April 2023
The Surgery is generally criticised, however, I think this is unfair, each time I have had any contact with the Surgery, the Staff have always been extremely friendly and go out of their way to be helpful. Yes sometimes it's been difficult to get an appointment, but tell me what Surgery doesn't. There have been problems in the past getting through on the phone, but I can honestly say this has improved dramatically lately, no long waiting times, they have stopped patients walking in at 8.00 to book on the day appointments, apparently to make it fair for all, such a good idea. Well done Horsman's Place keep it up.
Visited March 2023
Review titled Horsman's Place Surgery
Replied on 19 June 2023
Dear patient You are right the Surgery is improving and its great to see that we recently got a GOOD rating from the Care Quality Commission in recognition of the improvements that have been made Regards Practice Manager
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Review titled Waiting time is ridiculous
Rated 1 star out of 5
by Anonymous - Posted on 09 January 2024
I call at 8 am, I was 12th in line. When making the appointment, I indicated that I was experiencing extreme pain. Now it's almost 4 pm and I still haven't received a call. I really need this 5-minute conversation and the antibiotic. By the time I get the call, pharmacies will probably be closed. I rarely use NHS help, I feel like I'm just paying and when I actually need help I'm left alone.
Visited January 2023
Review titled Horsman's Place Surgery
Replied on 10 January 2024
Dear Patient - I am sorry you have had this experience and if you did highlight to staff you were in pain then your call should have been prioritised - I will pass this feedback to the Reception staff and raise it in our next reception meeting where we will discuss it and learn from it.
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Review titled Not so great practice..
Rated 3 stars out of 5
by Anonymous - Posted on 29 December 2022
Calling the Gp surgery is a waste of time,I have called multiple times and waited for up to or more than an hour without getting through and when you get through if the phone discnects they don't bother to call you back.On a possible note if you walk in the receptionists are very polite and they go out of their way to help you ..
Visited December 2022
Review titled Horsman's Place Surgery
Replied on 30 December 2022
Hi Thanks for your feedback. The phone system was recently updated on Thursday 22nd December with some signposts for patients not to be waiting in a queue. Also now the system has been reviewed we will be adjusting the working time patterns of our staff to meet the access needs of our patients. For example more staff will be answering the phones from 8am until 10 am Kind Regards Practice Management
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Review titled No Appointments
Rated 1 star out of 5
by Anonymous - Posted on 08 November 2022
This surgery is taking money from the NHS but are not seeing patients face to face, it is even hard to get a phone consultation, we called up dead on 8am and we’re lucky to be number 10 in the queue ( called yesterday nearly 2 hours before phone was answered) only to be told all appointments have gone !!! They are still using covid 19 as an excuse to not see patients, this is not an excuse anymore, this surgery needs to be shut down and the NHS funds directed elsewhere. Stop using COVID 19 as an excuse, and start doing your jobs as an NHS GP surgery.
Visited November 2022
Review titled Horsman's Place Surgery
Replied on 06 December 2022
Hi Thanks for you review. The Practice does not and never has used Covid as an excuse for anything. We are here for the sole purpose to serve the public. We are constantly reviewing our processes to make the access better for the patients. As you have responded with anonymity there is no way of contacting you to understand what happened.
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Review titled Superb Receptionists
Rated 4 stars out of 5
by Anonymous - Posted on 06 December 2022
It is incredibly difficult to get through by telephone. The waits are exceedingly long - 1 hour plus. However, when I got through the receptionist went out of her way to sort out my problems. Emailing me and ringing me multiple times to update me on the situation, and did not stop until it was all sorted. I believe an extra receptionist or two would remedy the long telephone wait, and make for an excellent surgery.
Visited November 2022
Review titled Horsman's Place Surgery
Replied on 06 December 2022
Thanks for your kind feedback. We currently don't have any reception vacancies but have had a few people off sick In the last week which may explain things. Also we are moving our phone answering service to another room so that it's easier for our team to answer calls
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Review titled Leaves a lot to be desired
Rated 1 star out of 5
by Christine Monks - Posted on 15 November 2022
Requested Blood Pressure medication 1 week before it ran out. I have a brain aneurysm and blood pressure must be kept stable or risk of aneurysm bursting causing death or stroke. I had a text saying Dr wanted medication review, no mention of not filling out the prescription. Went to pick up medication and prescription hasn't been filled by Dr. I am not prepared to wait on the phone for an hour to discuss this with a receptionist. 2 months ago I requested a medication review and had to wait 5 weeks for an appointment for a phone call from my gp. The phone rang while I was in the garden and I missed the call. The GP left a message telling me to call the surgery and make another appointment! I have been with this practice since I was born but in all honesty it is just lacking in empathy and care.
Visited November 2022
Review titled Horsman's Place Surgery
Replied on 30 December 2022
Hi Christine Thanks for your review and we are sorry that you have found the need to complain through this medium. We do take all feedback seriously and By my understanding the Doctor rang you and responded to your queries. Kind Regards Practice Manager
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Review titled No Appointments
Rated 1 star out of 5
by Anonymous - Posted on 08 November 2022
This surgery is taking money from the NHS but are not seeing patients face to face, it is even hard to get a phone consultation, we called up dead on 8am and we’re lucky to be number 10 in the queue ( called yesterday nearly 2 hours before phone was answered) only to be told all appointments have gone !!! They are still using covid 19 as an excuse to not see patients, this is not an excuse anymore, this surgery needs to be shut down and the NHS funds directed elsewhere. Stop using COVID 19 as an excuse, and start doing your jobs as an NHS GP surgery.
Visited November 2022
Review titled Horsman's Place Surgery
Replied on 30 December 2022
Hi Thanks for taking the time to feedback. The surgery is going through some organisational changes. As you can appreciate these changes cannot happen overnight but the practice has been working diligently to review any shortfalls in the access. Following the organisational review the practice has an advert for a new salaried GP and the four GP partners will now be seeing 64 more appointments a week