Springhead Health
Fleet Health Campus, Vale Road, Northfleet, Gravesend, DA11 8BZContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Terrible Surgery - should be shut down
Rated 1 star out of 5
by Ian Greig - Posted on 13 February 2024
Cannot see them face to face, even after requesting this. Rude Staff, and doctors that do not care. My appointment ended up being a video call despite all notes saying it needed to be in person. Doctor was genially concerned and said he will get me a letter for emergency blood tests - so after scary me and my partner, 3 weeks passed, nothing and my wife had to chase. finally get a letter to collect, i work far away so someone went to collect for me (as they have previously) and they refused. told me to call to give permission, after 45 minutes in a queue get told i cannot give permission on a call and have to email in, just to be told that the letter isn't even for a blood test, they have done the wrong thing. I wouldn't have a job if i approached my work like this, the entire surgery is a joke and should have been closed years ago.
Visited February 2024
Review titled Springhead Health
Replied on 19 February 2024
Dear Mr. Grieg, Thank you for your comment. I am sorry to hear of your experience. GP's do have various ways of consulting patients and will always do so in the most appropriate way. I will look into all of the points you have raised and contact you directly. Thank you, Kate, Patient Engagement Lead.
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Review titled Great concern
Rated 2 stars out of 5
by Anonymous - Posted on 19 December 2023
Really concerned for my brother yesterday who is housebound after collapsing at home on 1st December and nearly dying due to a bleed; he ended up on a ventilator in ITU. His feet remain extremely oedematous. He needs more medication and cannot get it. Was told by a Receptionist he cannot have any help and has to have an appointment to get a fit note. Why??? There are other ways of getting these. I know as I work as an ANP in a GP surgery. In addition, with regard to medication and given we have all the bank holidays coming up, the medication could be brought to the surgery by one of us for a GP to see as they have issued new medication at the hospital and changed the doses of others. It's not his fault they had a bed crisis and discharged him too soon and very quickly due to this and did not give him his discharge letter a few days ago; nor have they yet sent it. If he is left without the medication I will put in a forma complaint. I think the Receptionist could be more helpful rather than just says he can't have any help. I also tried to call; I was number 13 in the queue for 45 minutes. I hope you will take note of this. Where I work we do not just tell people they cannot have any help so do the Receptionists need some further training? That is not good. He told me the Receptionist just said 'We can't help you; you have to get the discharge letter from the hospital and you have an appointment to get a fit note.' He is very unwell still so this is not acceptable and yes, I am very concerned about this. It's not good on top of the Christmas bank holidays. He cannot get to you at the moment either as he is just about able to mobilise in the house and had to have physiotherapy to do this. I would like to know why your Receptionists are not a little more helpful and understanding.
Visited December 2023
Review titled Springhead Health
Replied on 20 December 2023
Dear Patient, I am sorry to hear of your experience. Please allow me to look into this fully. Please email me direct on feedback.springhead@nhs.net - Thank you, Kate, Patient Engagement Lead.
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Review titled Telephone no response
Rated 3 stars out of 5
by Des Everett - Posted on 13 December 2023
They tell you to ring at 8am to make a appointment for 25minutes all I got was a engaged tone finally I got a ringtone and the automated person said I was number 21 in the queue after 30minutes I had got to number 3 then the phone started to ring and ring and finally nothing one hole hour wasted.and still no appointment.i rate this as very poor.
Visited November 2023
Review titled Springhead Health
Replied on 15 December 2023
Dear Des, Thank you for taking the time to leave your feedback. I am sorry to hear you have encountered issues with our phone lines. The phone lines can be very busy, especially at present with winter pressures. Our call queue will hold 25 callers. Before joining the queue, you will have an engaged tone. We do offer other forms of access. You may use e-consult https://springheadhealth.webgp.com/ or attend in person. We do encourage patients to contact us directly with any concerns or feedback by emailing feedback.springhead@nhs.net. Please do email me directly using this email if your issues are not resolved. Thank you. Kate, Patient Engagement Lead.
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Review titled Impossible to access
Rated 1 star out of 5
by Anonymous - Posted on 27 November 2023
Econsult has destroyed this practice. You can now only submit an econsult between 8am-10am Monday-Friday. God help the rest of us they work of have jobs and cannot be available at this very specific time to fill in a very lengthy form. It actually makes healthcare inaccessible. Why can econsult not be available 24/7? I understand the practice will not be open 24/7 but surely when they get in for the morning they can pick up what has been sent? Then those of us with commitments and jobs can send one in at our leisure and be seen in good time. The last time I finally managed to send an econsit I just got told I’ll get a call back on a date. No time indication whatever. So naturally when I was at work and missed the call I got struck off as ‘did not answer’ and I am now forced to start the whole process over again. This has been going on since June. It really shouldn’t be this hard to ask for an appointment.
Visited November 2023
Review titled Springhead Health
Replied on 04 December 2023
Dear Patient, Thank you for your feedback. I am sorry to hear of your concerns. We recently adjusted the timings for e-consults as a short term measure to manage the demand. I appreciate and take your comments on board for those who are not available during the times specified. We are currently working on a robust appointment system that will ensure patient need is met. We hope this will also improve the appointment availability. Any access and appointment changes will be communicated to all patients. If you have any further feedback, please email me on feedback.springhead@nhs.net. Thank you, Kate, Patient Engagement Lead.
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Review titled Incompetent GP
Rated 1 star out of 5
by Malik - Posted on 13 October 2023
The reception staff are not allow to give the appointment for anyone. staff just play with us like as a Football. just give the suggestion only take your children in emergence or Pharmacy. They do not have an appointment for next one month for my 3 Children all of them have fungus in head and Every day I make a call in morning 08:00 O'clock Monday to Friday. after one hour wait no appointment we have no doctors....sorry. So basically, we have no access to your GP. No way of booking an appointment at all. She said' "change your surgery if you are not happy" and on insisting she just said - "we can not help you". They would not give me any cancellations even in emergencies. I don't no why this type of Incompetent GP why NHS keep it.
Visited October 2023
Review titled Springhead Health
Replied on 23 October 2023
Dear Malik, I am sorry to hear of your experience. We do have appointments specifically for children under 5 embedded into the clinic set up. I do appreciate it is frustrating when the appointment availability isn't where we would like it to be and we are unable to fulfil every patient's request for an appointment. On occasions, we do have to signpost patients to other services, such as 111, pharmacies or the Urgent Treatment Centre. I would like the opportunity to look into the comments made, please would you email me directly on feedback.springhead@nhs.net. Thank you, Kate, Patient Engagement Lead
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Review titled Possibly the worst practice in Kent
Rated 1 star out of 5
by Anonymous - Posted on 05 October 2023
Extremely difficult to get appointments over the phone. I have used eConsult and if you are work when they call or in the bathroom and miss the call they don't try again and just cancel the whole process and you have to start again. You have to wait days or weeks for a telephone call from a gp when using econsult. They often can't diagnose over the phone and you have to book another appointment to see the gp face to face, leaving you in pain for weeks. If you say your symptoms are even mildly problematic in the eConsult they direct you to a&e. After finally being able to get through on the phone and getting an appointment I was 12 minutes late to an appointment due to traffic from an accident and the appointment was cancelled. Usually you would be waiting at least 20 minutes as the GPs are always running late, but if your late even once for circumstances outside of your control they cancel your appointment.
Visited October 2023
Springhead Health has not yet replied.
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Review titled Really good experience
Rated 5 stars out of 5
by Terry - Posted on 07 November 2023
I agree with some of the positive reviews. Service used to be really bad, but in the last year major changes for the better. Appointments easier, not perfect but everyone knows there is extreme pressure on the NHS. Doctor even phoned to check my cancer treatment with the hospital was going ok. In this day and age this is a good practice.
Visited October 2023
Review titled Springhead Health
Replied on 10 November 2023
Dear Terry, Thank you for your feedback. I am really pleased to hear you have had a positive experience with the practice. I will share this feedback with the surgery team. Thank you again for taking the time to share your experience. Kate, Patient Engagement Lead.
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Review titled Impossible to see a dr - pointless place
Rated 1 star out of 5
by Anonymous - Posted on 12 October 2023
Can’t get through on the phone. Go in person, get turned away! What a wonderful service. What are you meant to do??????
Visited October 2023
Review titled Springhead Health
Replied on 23 October 2023
Dear Patient, Thank you for your feedback. I am sorry to hear you were unable to arrange an appointment. I am happy to discuss further and assist where I can, please contact me directly on - feedback.springhead@nhs.net. Thank you, Kate, Patient Engagement Lead.
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Review titled What an improvement
Rated 5 stars out of 5
by David Platt - Posted on 28 August 2023
I was unhappy with being unable to make appointments or get advice from this practice but, recently, the practice has gone from strength to strength; the staff are friendlier, appointments are easier to create and doctors are more ready to return calls and appease concerns. Excellent effort, keep it up.
Visited August 2023
Review titled Springhead Health
Replied on 29 August 2023
Dear Mr Platt, Thank you for taking the time to leave your positive review. I am pleased that you have seen an improvement in the service we provide. I have shared your comment with the entire team. Thank you. Kate, Patient Engagement Lead.
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Review titled Very helpful
Rated 3 stars out of 5
by Anonymous - Posted on 05 July 2023
I had an urgent letter I needed for my Son, I spoke with the helpful receptionist who put me down for a call back, the doctor called 10 minutes later, within 30 minutes my letter had been typed up and ready for collection. Amazing service. Thank you.
Visited July 2023
Review titled Springhead Health
Replied on 07 July 2023
Dear Patient, Thank you for taking the time to leave your feedback. I am pleased to see you received great service when you had an urgent matter to resolve. I will share this positive feedback with our team. Thank you. Kate - Patient Engagement Lead