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 More
Rated 3 stars out of 5
by Sanjeet Parmar - Posted on 06 June 2024
I am trying to call reception for last two days but always get into long queues and have to wait for long long time just to speak to reception. Recently waited for 30 min in the queue and my turn came, reception never answered the phone and kept ringing for 7 minutes. At last i had to cut the phone and redial again and join the queue again which is very frustating. Admin / Reception needs a lot of improvement. Also, waiting for daughter's e-consult call from Springhead Health but didn't receive any calls. Had to remind them again after 2 days. It is very had to get in touch.
Visited June 2024
Springhead Health has not yet replied.
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Review titled Website
Rated 4 stars out of 5
by Andrew Mills - Posted on 21 May 2024
Hi, Reception asked me to complete a travel vaccination form and email in for another matter. Your website drop down menu's should include all service options - it was difficult to find the vaccination form and I had to phone for the email address - thanks
Visited May 2024
Review titled Springhead Health
Replied on 23 May 2024
Hi Andrew, Thank you for leaving your feedback. It would be useful to know the nature of your second query. Please kindly email me on feedback.springhead@nhs.net so I can look into this further. Thank you. Kate, Operations Manager
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Review titled Great Communication
Rated 5 stars out of 5
by Anonymous - Posted on 31 May 2024
I had a very good experience with the Surgery in regards to Private MRI Results. From the Receptionist through to the staff in the Practice, they liaised efficiently and quickly about obtaining the Report, MRI Images and making onward Urgent Referrals. With the efficiency of the response to all emails, they have managed to put my Son's mind at ease, knowing that the matter was in hand and action was being taken. We understand that Surgeries are busy, but cannot fault the support provided by the Practice Manager and her Team, they have gone above and beyond, and whilst the Practice Manager went on Leave, her Team have stepped in to continue with the high level of support. Thank you to everyone who has been involved in this matter, truly appreciate everything you have done.
Visited May 2024
Review titled Springhead Health
Replied on 07 June 2024
Dear Patient, Thank you for taking the time to leave your comment. I am really pleased to hear of the great service you have received. Its great to hear of the team work involved that contributed to your smooth and efficient care. I will share this feedback with the wider team. Thank you again. Kate, Operations Manager.
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Review titled Rude receptionist
Rated 3 stars out of 5
by Mark - Posted on 05 April 2024
I came to the practice to pick up a urine sample kit the receptionist gave me the kit and read out loud my symptoms so everyone could hear.I told her I could read as I had received a txt confirming the reason why I needed to do another sample she said she would not bother again.I think medical information is private and not for all the surgery to hear.This is my first bad experience with the surgery but was not happy with her attitude.
Visited April 2024
Review titled Springhead Health
Replied on 11 April 2024
Dear Mark, Thank you for your comment. I am sorry to hear of your experience. I would expect a high level of service for patient contact from our staff. It would be really useful to have further details on this incident so I can investigate fully. Please kindly email me directly on feedback.springhead@nhs.net. Thank you. Kate, Operations Manager.
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Review titled Impressed with the service.
Rated 4 stars out of 5
by Sandra - Posted on 02 March 2024
I have to take up to 10 tablets etc each day and it was suggested a couple of years ago I signed up for Batch Repeats. Which means I get them automatically sent to my nominated pharmacy approx every 8 weeks for 3 batches then I have to ask for them to be re-authorised before the next set of 3 can be issued. To start with there were times when I wished I hadn't bothered, as things got missed out or I hadn't been advised at the start that I needed to request the re-authorisation of the batches. It was a trial and error way of getting the meds in line with each other.But with every set back the Patient Lead member of staff got it sorted for me. Brilliant I thought. This week I sent in my request for re-authorisation and asked if it was possible for them to give me the dates when they would be available to pick up for my Pharmacy. I also asked what I needed to do if I needed to pick up my Batch early due to a holiday away from home. To be honest I thought I was asking a lot of the team as I know they are very busy with Scripts each day. However, after sending my email mid morning I had a reply from the team later that day to say they were processing my request and that once signed off by a Doctor/Clinician the batches would be available on the 3 dates they gave me. They then advised the best way to get a batch early if needed. Finally they advised that I had a Medication Review due and gave me the date and time. I have to say I was very impressed by this and also the time in which they took to reply. This was a major improvement from when I first started this way of getting my meds. So congratulations to the Prescription Team. Personally I feel that the service has improved greatly over the years. I hope it continues in this way in the future.
Visited March 2024
Review titled Springhead Health
Replied on 06 March 2024
Dear Sandra, Thank you for taking the time to leave your feedback. I am glad you have received great service from our prescription team. Its lovely to hear that you have noticed an improvement in the service we provide. I will share your feedback with the prescription team as well as the wider team. Thank you. Kate, Patient Engagement Lead.
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Review titled Terrible practice service
Rated 1 star out of 5
by Anonymous - Posted on 17 February 2024
I had an appointment booked. Thinking I got there 5 minutes early apparently I was 10minutes late whether I got the wrong time or not I was pre warned there may be a wait what happened to the 15miutes rule? Its hard enough getting an appointment at this place let alone getting a highly paid professional refuse to see me when I'm already suffering with Anxiety and Depression. They really don't seem to care about their patients reading the other reviews the lady at reception.who seemed polite enough told me to do the e consult Monday but I explained I will be working during those hours. It seems impossible to get an appointment unless you're not working full time like I am! It really isn't a fair service. I also had my repeat prescription I need for my allergies rejected which is ridiculous as I've had long term Rhinitis since childhood adding to the stress and impossible task of getting the treatment I need! I wish I could join a different surgery as this place is honestly terrible and judging by others reviews and people I've spoke to everybody has said the same about the surgery!
Visited February 2024
Review titled Springhead Health
Replied on 19 February 2024
Dear Patient, Thank you for your feedback. I am sorry to hear of your experience. When a patient arrives late for an appointment, it is at the discretion of the clinician as to whether they still see the patient or not. If the patient is late by 10 minutes or more, their entire appointment time has passed and in most cases, the patient will not be seen. It can prove difficult to see patients who arrive late as this impacts other patient's appointments. I would like the opportunity to look into this for you, as well as the prescription issues, please kindly email me on feedback.springhead@nhs.net. Thank you, Kate, Patient Engagement Lead
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Review titled Unfortunately not a great start
Rated 1 star out of 5
by Anonymous - Posted on 23 February 2024
As a healthcare professional myself I feel saddened that I feel compelled to write a review. I rarely access my General Practice being a relatively fit young female, and on this occasion I’m just seeking consultation regarding a skin concern. Of course I sat on hold for 30 mins gone lunch, as to be expected, as did not want to bother them first thing as it’s not an emergency appointment, a future appointment would suffice. The receptionist I spoke with was quite abrupt, dismissive and to be honest not interested - we have no same day appointments, call back 8am Monday or submit an econsult. I explained it’s not an emergency requiring a same day app, just a routine skin check, which given the drive to assess skin ca and timely diagnosis I would like to think general practitioners would be hot on this. I get the pressures and sheer amount of numbers, and econsults help to triage and allocate the right healthcare professional, however a little compassion and empathy would go a long way. I know this General Practice is not alone in facing its battles, but it is unfortunately a stark reflection of our current health service. Nonetheless, I will try again on Monday!
Visited February 2024
Review titled Springhead Health
Replied on 26 February 2024
Dear Patient, Thank you for leaving your feedback. I am sorry your experience was less than satisfactory. We have recently reviewed the appointments and this led to us increasing the availability for pre-bookable appointments. Of course, all appointments are subject to availability. I would like the opportunity to look into your experience directly. All feedback is an opportunity to improve the service we provide. Please kindly email me on feedback.springhead@nhs.net. Thank you. Kate, Patient Engagement Lead.
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Review titled Disgusting service
Rated 1 star out of 5
by Anonymous - Posted on 28 February 2024
I was booked in for a mental health review, and which could occur between any time from 7am -6:30pm. This call did not happen. I called the surgery where I was told that I was called at 7am and 8am, this is simply Not True. My phone has been on all day and No call and No mental health review. The receptionist was ghastly unhelpful And I am shocked. In this day and age, this surgery asking the receptionist to take notes of the problem before a GP will even see you! The receptionists are not clinically trained and it’s not fair on them either! I will Be taking matters further as this is unacceptable and frankly out of order!
Visited February 2024
Review titled Springhead Health
Replied on 29 February 2024
Dear Patient, Thank you for leaving your feedback. I am sorry to hear you did not receive your call as scheduled. I would like to resolve this directly and ensure you are receiving the care you require. Please kindly email me on feedback.springhead@nhs.net. Thank you. Kate, Patient Engagement Lead
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Review titled Excellent service & patient care
Rated 5 stars out of 5
by Sanvir Dhillon - Posted on 05 March 2024
I find the surgery easily accessible, and always with ample on-site parking - something I cannot say about other local surgeries ! I was thoroughly impressed with the level of professionalism of all staff, from the reception team, to the Doctor who saw me - and especially the HCA. Hats off to the Springhead Health team !
Visited February 2024
Review titled Springhead Health
Replied on 06 March 2024
Dear Sanvir, Thank you for taking the time to share your experience with us. I am pleased to hear you received excellent service from our team. I will share this positive feedback with the wider team. Thank you. Kate, Patient Engagement Lead.
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Review titled Disappointing
Rated 1 star out of 5
by Anonymous - Posted on 12 February 2024
I’m taking my daughter to them since last year,l was told 3,4 time by doctors that she is referred for ENT since last May.l was tired of waiting so l called the named hospital and l was told that my daughter is never even referred there.when l called gp they said we have sent you the letter so you can choose your hospital but you didn’t choose any so we referred her to the one of our choice which has a 2 year waiting time but the problem is that,that l haven’t received any letter and the hospital is still telling me that thay don’t have my daughter’s reffral.she is only 9 years old and her nose is blocked for months,she is not breathing properly and her hearing is less then 50% and getting worse and they are telling me to wait for more 2 years.really bad! It used to be a good gp with good doctors but it is keep getting worse. You complain about a health issue they will do a blood test and if blood test is fine they will not even contact you,if the blood results is fine it doesn’t mean that my problem is not there.they don’t bother to investigate further.and you have to go through a long process again by econsult or long call queues to get to they doctor again.l am thinking about changing my gp,really not happy with them after this experience.
Visited February 2024
Review titled Springhead Health
Replied on 19 February 2024
Dear Patient, Thank you for your comment. I am sorry to hear of your experience. Unfortunately, most hospitals and each specialist areas have extensive waiting times. The surgery does not have any influence or control over the appointments once a referral has been made. I would like the opportunity to investigate and resolve this for you. Please kindly email me on feedback.springhead@nhs.net. Thank you. Kate, Patient Engagement Lead.