Princes Park Medical Ctr
Sunlight Surgery, Sunlight Centre, Gillingham, ME7 1LXContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Confused and disappointed
Rated 3 stars out of 5
by Anonymous - Posted on 05 June 2023
I have been with this surgery for over 30 years, however, just recently I've experienced a few problems. . Repeat prescription not being acted on. . On 22/5/2023 I came to the surgery for a blood test the receptionist advised me she couldn't book me in as her computer was down ( seemed like I was an annoyance)...after a few minutes all seemed to be up and running, therefore, I asked to make an appointment with a nurse (as I usually do) for the blood test results and blood pressure check,( she stated I should be making the appointment to see a doctor not a nurse)! she then went on to tell me she'd got the blood test results!!! I pointed out they were previous results, I was actually there for a blood test, she then offered Wednesday 24th May, I doubted the results would be back by then but she assured me they would, I asked to make it for a week after the blood test...she then asked when I was having the blood test!!! Finally after more toing and froing in a similar vein I managed to make an appointment for today at 3.15 (which I doubled checked at the time) guess what? arrived for my appointment today only to be told it was 3.50!! Perhaps some more training wouldn't go amiss.
Visited May 2023
Review titled Princes Park Medical Ctr
Replied on 13 June 2023
Dear patient Thank you for your feedback, we do appreciate all comments so that we can learn from them. I am really sorry that you were disappointed in the service you received at PPMC recently. I completely understand how you must have felt and how frustrating and inconvenient this must have been. I will address the issue with the member of staff involved and provide feedback to the individual. I hope that this doesn't happen again and i hope next time you visit us you will have a much more positive experience. If you would like to discuss further, please feel free to contact me through the surgery. Once again i really do apologise for the issues you experienced at the surgery Thank you Carley Branch Manager
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Review titled Technical fault with telephone queue
Rated 3 stars out of 5
by Graham - Posted on 04 May 2023
Confirmed this surgery has a technical fault with their caller queue, resulting in some callers reaching position No.1 but endlessly ringing a phone which is on silent ! Having previously left a poor review because of inability to get through on the phone, I actually drove to the surgery whilst I left my phone on loud speaker still ringing at position No.1 in the call queue. I wanted to see why my call was not getting answered ! On arrival one receptionist was doing admin work with her phone on silent, whilst another was answering calls in the queue, but weirdly my call was still ringing in position No.1 in the queue. The admin receptionist dealt with my blood form I required (very professionally and calmly), and she was intrigued about my call not being answered, and then when she answered her phone, it connected to my mobile. She said she will report this technical fault to the practice manager as the call queue is not operating properly as a single queue split between 2 reception phones, so hopefully when they fix this, poorly patients won't be kept endlessly ringing on a silent phone !
Visited May 2023
Review titled Princes Park Medical Ctr
Replied on 10 May 2023
Dear Graham Thank you for your feedback, it is much appreciated in order to help us learn and improve. I am so sorry for your poor experience and completely understand how frustrating and unprofessional this must have been for you. I am sorry that your call wasn't answered sooner, this isn't acceptable and i will be investigating. I would like to reassure you that all the team here at the surgery are working as hard as they can to answer all the phone calls and assist with all the patients coming into the practice but there will be occasions when there could be waiting times, which i do apologise for. Please contact the surgery or myself if you need to discuss this further and i will help in any way i can. I do hope that your next experience with us will be a more positive one. Thank you Carley Branch Manager
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Review titled Diabolical service
Rated 1 star out of 5
by Anonymous - Posted on 04 May 2023
You can never get through on the phone. You literally have to call at various times of the day, for days, and the receptionist might answer your call if you're really lucky. When visiting the practice, my wife has witnessed the receptionists both talking ignoring the phone turning it right down or to silent! This is why nobody can ever get an appointment!
Visited May 2023
Review titled Princes Park Medical Ctr
Replied on 10 May 2023
Dear patient Thank you for your feedback, it is much appreciated in order to help us learn and improve. I am so sorry for your poor experience and completely understand how frustrating and unprofessional this must have been for you. I am sorry you couldn't speak to anyone at the surgery, the phone lines are extremely busy in the morning as we are dealing with a high demand of patient calls and queries. We do offer the Livi video service with a GP and they are available in the evenings, weekends and bank holidays. I would like to reassure you that all the team here at the surgery are working as hard as they can to answer all the phone calls and assist with all the patients coming into the practice but there will be occasions when there could be waiting times, which i do apologise for. However, it is unacceptable if the team are turning down the volume of the calls and i will be investigating i can assure you. Please contact the surgery or myself if you need to discuss this further and i will help in any way i can. Thank you Carley Branch Manager
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Review titled Excellent communication
Rated 5 stars out of 5
by Rita - Posted on 26 June 2023
I recently registered as a new patient and have had a brilliant experience so far. I was promptly given a telephone appointment to discuss my medical history and family history along with blood tests to double check everything. Communication from the admin team and healthcare professionals was brilliant. Would highly recommend!
Visited May 2023
Review titled Princes Park Medical Ctr
Replied on 05 March 2024
Thank you for taking the time to leave feedback. We are pleased to hear you had a positive experience with our surgery and staff. All feedback is discussed in our clinical and admin meetings to help the surgery to learn and improve.