The New Surgery
128 Canterbury Road, Folkestone, Kent, CT19 5SRContact details and opening times
Patient ratings and reviews
Leave a review
Help others by sharing your thoughts and experiences about The New Surgery.
Reviews
-
Review titled Very disappointed.
Rated 3 stars out of 5
by Teresa - Posted on 19 March 2023
After leaving a review a response was given asking me to email the practice. I did as requested and to date, over a week ago, no reply which is what I expected. I'm very disappointed but not surprised.
Visited March 2023
Review titled The New Surgery
Replied on 04 April 2023
Dear Teresa Please accept my apologies for the delay in responding to. I have tried to make contact by telephone without success this afternoon, as noted in my email I shall continue to try and speak to you later this week. Unfortunately all Kent and Medway GP Surgeries experienced technical issues with their internet access from the 16th March 2023. Here at The New Surgery we experienced a further IT issue which resulted in us not gaining access until 17.15 on Thursday 23rd March 2023. During this time we were unable to access patient records, process prescription and result, book appointments and many other admin related tasks that we have since had to catch up on. Details of the issues we were experiencing were published on our website, telephone message and signs in our waiting room. Due to the demand to catch up some response times have been delayed, please accept my apology. I look forward to speaking to you to explain in greater detail and discuss the issues you have raised. Thank you. Jackie Kelly, Practice Manager
-
Review titled No use to anyone who works
Rated 2 stars out of 5
by Jac - Posted on 14 February 2023
This practice is only good for people who don't work. You can only book an econsult between 11-12. Why limit to such a short time? I cannot sit in an open plan office where i work and go through screen after screen of intimate questions. Once you submit your enquiry you get a message that you will get a call in 4 days time. I Checked the NHS app to see if the details had been uploaded and that told me the name of the doctor and appt time of 15:50. At 16:50 the doctor called but I had given up and gone to the loo so missed it. The doctor left a message asking me to call back. Which I did straight away, only to be told I was number 5 in the queue. By the time the queue had gone done it was nearly 17:30 and the phone went dead. I phoned back the next day 78 times on redial and 13 mins in the queue to be told econsult appts don't give a time and I need to start the whole process again and be prepared to have my phone on me at all times on that day. Working people cannot always do this. I have been trying to get my issues sorted since September but these delays and all the stress this causes are really making me feel much worse.
Visited February 2023
Review titled The New Surgery
Replied on 15 February 2023
Dear Patient Thank you for your feedback. I am sorry to learn of your recent experience and would welcome the opportunity to speak with you to investigate the issues you have detailed. May I ask you to address an email to me at KMicb.thenewsurgeryadmin@nhs.net noting appropriate times and dates for me or the Deputy Practice Manager to call you. I look forward to hearing from you. Thank you. Jackie Kelly, Practice Manager
-
Review titled Good Experience
Rated 5 stars out of 5
by Elaine Dagostini - Posted on 05 January 2023
I find the receptionist staff polite helpful and caring. I have to re dial to get through and wait in a queue but that’s life these days for everything. I have been with the surgery for about 15 years and any time I have needed them they have been brilliant. I find the doctors really thorough and kind. Things are really difficult at the moment but I think you are doing a great job, thank you and you are appreciated !!
Visited January 2023
Review titled The New Surgery
Replied on 13 January 2023
Dear Mrs Dagostini Thank you for taking the time to leave your feedback. It is always nice to be able to share positive feedback with the team, it is a great morale booster. Kind regards Jackie Kelly, Practice Manager.
-
Review titled Disappointing
Rated 2 stars out of 5
by Anonymous - Posted on 22 December 2022
I have found that some of my family members have diabetes and I have been advised to get a blood test to find out if I have diabetes too. I emailed the surgery on 9th December explaining my case and requesting an appointment for a blood test. I received an automated reply saying 'Please note this mailbox is not constantly monitored therefore should your query be urgent please follow up with a telephone call to 01303 243516 to alert us' Since I have been trying to call the surgery but without any success. :-(
Visited December 2022
Review titled The New Surgery
Replied on 13 January 2023
Dear Patient Thank you for feedback. I am sorry to learn of your recent experience and would welcome the opportunity to speak with you to confirm that you have managed to book an appointment. The demand to book appointments via the telephone remains high. Between11-12 Monday –Friday there is the facility to complete an econsultation via our website: https://www.thenewsurgery-folkestone.nhs.uk May I ask you to address an email to me at KMicb.thenewsurgeryadmin@nhs.net noting appropriate times and dates for me to call you. I look forward to hearing from you. Thank you. Jackie Kelly, Practice Manager
-
Review titled Is this how the NHS is going
Rated 1 star out of 5
by Mr m Levett- Fuller - Posted on 09 November 2022
I tried to phone at the very minute of the practice opening ie 8 .30 told it’s busyI then rang 15 or more times till 8.45 still busy , then at 8.50 rang and told 6 in line when eventually got through no appointments ring at 12 So I go online still no appointments , I went for a blood test and guess what. An empty waiting room, what is going on ?
Visited November 2022
Review titled The New Surgery
Replied on 13 January 2023
Dear Mr Levett-Fuller Thank you for feedback. I am sorry to learn of your recent experience and would welcome the opportunity to speak with you. The demand to book appointments via the telephone remains high. We have two incoming telephone lines, two callers will be connected, six callers will be held in a reducing queue and subsequent callers will receive the engaged signal until they can be accepted into the queue. Between11-12 Monday –Friday there is the facility to complete an econsultation via our website: https://www.thenewsurgery-folkestone.nhs.uk We recommend that patients check the online appointment availability throughout the day/week as many patients cancel appointments once they have secured an appointment via the telephone or have had their issue addressed via econsultation. I am unable to provide feedback on your blood test visit and would recommend that you contact the hospital you visited directly in this regard. May I ask you to address an email to me at KMicb.thenewsurgeryadmin@nhs.net noting appropriate times and dates for me to call you. I look forward to hearing from you. Thank you. Jackie Kelly, Practice Manager
-
Review titled This time, a great experience!
Rated 4 stars out of 5
by Anonymous - Posted on 28 June 2022
I left a review mid 2021 which was uncomplimentary, to say the least, at that time. However, a year later and the experience is much better all round. I called the surgery late morning yesterday. Whilst there was a long wait to get through, when I did I was quickly given an appointment later that day for my elderly parent. The appointment was on time, the reception staff and doctor were first class. A really good, professional experience. Such a change from last year. Many thanks to all staff.
Visited June 2022
Review titled The New Surgery
Replied on 17 October 2022
Dear Patient Thank you for taking the time to leave your feedback. It is always nice to be able to share positive feedback with the team, it is a great morale booster. Kind regards. Jackie Kelly, Practice Manager.
-
Review titled Total nightmare
Rated 2 stars out of 5
by Anonymous - Posted on 10 May 2022
Been waiting 13 days for a phone call did not recieve 604 calls morning and aftermoon 2hrz hanging on in a que.
Visited May 2022
Review titled The New Surgery
Replied on 11 May 2022
Thank you for taking the time to leave a review. I would welcome the opportunity to review the issues you have noted. Please contact me via our surgery email: KMCCG.thenewsurgeryadmin@nhs.net advising of your name and contact details. Once I am in receipt of this information I will arrange to make contact with you. I look forward to hearing from you - Thank you. Jackie Kelly, Practice Manager