Reach Healthcare
Walderslade Village Surgery, 62A Robin Hood Lane, Chatham, Kent, ME5 9LDContact details and opening times
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Reviews
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Review titled Still living in covid days
Rated 2 stars out of 5
by Anonymous - Posted on 29 July 2023
Husband phoned after having persistent head pain to make an appointment which is now all online. After attempting to fill in with his symptoms it then told him he couldn’t progress and had to call the surgery! He was offered a phone appointment (which was absolutely useless) and despite the app saying it is urgent, the person he spoke to gave him some links and a prescription for a stronger pain killer. He went to get the pain killers the day after (as he was told) and apparently the pharmacy doesn’t have it. Absolutely useless
Visited July 2023
Review titled Reach Healthcare
Replied on 15 August 2023
Dear Patient, Thank you for your feedback. I am sorry to hear about your experience. The practice moved to a digital triage system in April 2023, all appointment requests are submitted either by the patient or by a receptionist into a system called Anima which enables all requests to be triaged by a GP to ensure all patients are seen by the most appropriate clinician within the required timeframe. We are aware some patients have encountered some issues with setting up accounts, we are currently arranging a date for the patient participation group to attend and help with troubleshooting any issues. To investigate why you were offered a telephone appointment rather than being processed via the correct appointment request pathway can I please ask you to provide your name and date of birth: kmicb.feedback.reachhealthcare@nhs.net I look forward to hearing from you. Many Thanks Practice Manager
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Review titled Reach we dont care
Rated 1 star out of 5
by Anonymous - Posted on 25 August 2023
Impossible to get an appointment im self-employed and its hard to get seen you have to be on the phone before 8am then told to use e consult then 2 weeks later they move to another app, how do you get seen if you work 8 hour shift? Anybody? Both these places walderslade and lordswood need closing and opening under new management sooner or later( prob allready happened) people are going to die. All we want is to ring upand given an appointment even if its in three weeks not this excuse for a surgery. Complete joke.
Visited July 2023
Review titled Reach Healthcare
Replied on 08 September 2023
Dear Patient, Thank you for your feedback. I am sorry to hear you have encountered issues with access. The practice made the decision to move to a new online system called Anima in April 2023. The new system enabled a redesign of the appointment system which is now a total digital triage system. This new system enables every appointment request to be triaged by a high level clinical, thus ensuring each patient is seen by the correct clinician within the time frame required. Historical methods of access were often based upon a first come, first serve system which is a clinical risk. Please be assured the practice does offer advanced access but this is after the online consultation has been triaged by the GP. We are currently reviewing our capacity to enable the Anima system to remain open longer to enable patients to submit requests throughout the day, enabling those who may be at work when the practice opens at 8am to submit a request during a break or at lunchtime. Please be assured patients can still call to request an appointment, the reception team can manually submit a request via our new system everyday until 4:30pm. I do hope this reassures you regarding the appointment system. If you have any further questions or feedback please do get in touch. Many Thanks Practice Manager Reach Healthcare
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Review titled Poor
Rated 1 star out of 5
by Anonymous - Posted on 04 July 2023
Filled in an online request for my husband, regarding skin cancer lesion returning. Had message to say that a telephone appointment would be made. Ten days later after hearing nothing went into reception and they could find the online request but no information about an appointment to be booked. Online booking request system is useless. Filling in the form made me late for work and it's not available by the time I finish.
Visited June 2023
Review titled Reach Healthcare
Replied on 15 August 2023
Dear Patient, Thank you for your feedback. I am sorry to hear about your experience, to enable me to investigate what happened can you please contact the practice feedback email with a name and date of birth: kmicb.feedback.reachhealthcare@nhs.net The online system is open every day from 8am-4:30pm, if it reaches capacity then it automatically closes but the practice does reopen for more submissions later in the day where possible and the reception team can submit manual requests on behalf of a patient before 4:30pm. Many Thanks Practice Manager
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Review titled unfortunately very good
Rated 1 star out of 5
by lee - Posted on 02 June 2023
Come out of hospital give all the paper work to the doctors for a repeat prescription the docsay they sent it to the pharmacy and the pharmacy said they didn't have it so left without pain meds after lung volume reduction surgery so I had to phone 111 to get more meds
Visited May 2023
Review titled Reach Healthcare
Replied on 15 August 2023
Dear Lee, Thank you for your feedback. I am sorry to hear there was a delay in receiving your medication following a hospital admission. If the practice system shows your medication was sent to the pharmacy then the delay may not have been with the practice. I would like to investigate what happened, if you can kindly contact the practice feedback email account with your name and date of birth: kmicb.feedback.reachhealthcare@nhs.net Many Thanks Practice Manager.