West Malling Group Practice - Ratings and reviews
Reviews
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Review titled Excellent treatment received
Rated 5 stars out of 5
by P. E. D. SKELLEY - Posted on 15 April 2024
1 have received excellent treatment for the last 8 months from the Nursing team, post surgery, having a cyst removed from my back whilst in Cornwall. It,has been packed and covered vitually evry other day for the past 8 mobths. The whole team at the West Malling practice have been excellent, caring, patient and commodating and could not gave done more. A "Huge" thank you to the whole team including the receptionists who have been wonderful. Thank You !!!.
Visited March 2024
Review titled West Malling Group Practice
Replied on 22 April 2024
Thank you for your kind words of thanks and appreciation which will be shared with the team. Receiving such feedback boosts staff morale and means so much to the team who continue work through the challenges and pressures on services. Thank you.
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Review titled Something needs to change!
Rated 1 star out of 5
by Katherine Ryder - Posted on 12 March 2024
The appointment system does not work. It has been like this for several years and something needs to change. I call each morning at 8:15 on the dot and can never get through. When I finally get through I'm told there are no appointments left. I have been going round in circles and it's causing me a lot of stress. It's luck of the draw which receptionist you get. There is one in particular who is rude, unhelpful and it feels like she goes out of her way to be difficult. I had an MRI in February and my results have been back for some time. I was told the first appointment to see physio was 20th March. I'm in a lot of pain, which is worsened by work and I need to know what the issue is so that I can make necessary changes. I have been calling and emailing the surgery trying to get the results. Emails are ignored and I cannot get through to the surgery in the morning, but if I call any other time of the day I'm told to call the next morning. Then today I was told that I wouldn't get an appointment for test results anyway and would need to make an advance appointment. I was in tears of frustration after ending the call. I suffer with anxiety and the worry of not knowing what is wrong with me is making me ill and affecting my mental health. I have a meeting with occupational health tomorrow and they have requested medical reports. This could have been a great help as they could have assisted me with my work set up etc if they knew what the issue was. I'm not asking for a lot. The results are just sitting there and could be emailed to me very easily or a doctor/nurse could give me a quick call to discuss the results. I've been left feeling frustrated and upset by this experience. I do not recommend this surgery and if there were other options locally I'd be changing surgeries.
Visited March 2024
Review titled West Malling Group Practice
Replied on 20 March 2024
We are sorry to learn of your experience. The demand for appointments is high and there are times when we are unable to offer an immediate appointment. Staff have been trained to care navigate / sign post patients to an appropriate, alternative healthcare providers when necessary. Patients are able to communicate with the practice via the "contact us option" or online triage facility on our website in preference to the practice generic email address which has an automatic response advising patients how to contact us. We are also in the process of modernising our appointment system to a total triage model to help us better manage the ever increasing demand on our services. We note you have now spoken to a member of our clinical team and hope you are feeling better.
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Review titled Receptionist helped me so much
Rated 5 stars out of 5
by Angela - Posted on 18 March 2024
Without going too much into detail, I’ve been struggling with my mental health for years, but recently it had deteriorated, I needed help. I called the doctors, the receptionist that I spoke to was so lovely and patient with me, she didn’t rush me or try to dismiss me. She helped me get a phone call and appointment with the dr. At the time without her being so nice I would not have persevered to get the help I needed, I never got her name, but I hope she reads this and knows how grateful I am, and that she really made a difference x
Visited February 2024
Review titled West Malling Group Practice
Replied on 20 March 2024
Thank you for your feedback which we will share with the team. We are pleased to have been able to help and support you. We wish you well and hope you feel better soon.
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Review titled Thank You
Rated 5 stars out of 5
by Anonymous - Posted on 08 January 2024
Despite the pressures of existing NHS problems the personnel has always been most helpful, kind and caring. I feel every effort is being mde to meet the demands of patients and improve contact and service. Unfortunately I have recently needed considerable help/care for both my husband and myself and hopefully now getting back on track. Thank you to everybody in the practice for endeavouring to imorove and keep up to date under such pressure.
Visited January 2024
Review titled West Malling Group Practice
Replied on 16 February 2024
Thank you so much for your feedback which is shared with the Practice team. We are delighted the care and support given by the Practice has helped put you both back on track.
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Review titled Helpful receptionist
Rated 4 stars out of 5
by Charlotte Davies - Posted on 18 October 2023
Like many doctors surgeries it is challenging getting an appointment but I have to say that despite this structural problem the receptionist I spoke to on 17/10/23 was incredibly helpful during a very stressful situation for me and I'm very grateful.
Visited October 2023
Review titled West Malling Group Practice
Replied on 20 October 2023
Demand for appointments is particularly high and managing the demand can certainly bring challenges. We appreciate the frustration securing an appointment can be but will always try to give the best possible service to our patients at all times. Thank you for giving your feedback
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Review titled Locum Doctor
Rated 2 stars out of 5
by Rebecca - Posted on 01 September 2023
Generally I am very exasperated by the service you offer my family. I find the reception staff very officious. I find the booking system antiquated. However, I made an appointment today for my daughter. She was greeted by a very kind and patient doctor who went out of her way to discuss my daughters symptoms with her. Bea is 8. Taking the time to cover all bases my daughter left reassured. I do hope you can pass on my thanks to the doctor.
Visited September 2023
Review titled West Malling Group Practice
Replied on 08 September 2023
Thank you for your feedback. We are delighted you have taken time to send in details of your experience. If you would kindly send in the name of the clinician we will pass on your thanks.
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Review titled Great experience
Rated 5 stars out of 5
by Hayley Butler - Posted on 29 August 2023
After so much negativity about west Malling Group Practice I just wanted to feedback about my experience today. I attended the surgery to make an appointment and made one for the same day no problem at all. Pleasant helpful reception staff. I saw the Dr who was so helpful attentive and listened to my concerns. Giving a diagnosis and treatment plan and gave me plenty of time . Thank you so much
Visited August 2023
Review titled West Malling Group Practice
Replied on 30 August 2023
Thank you for your comments about your recent experience at the Practice. We strive to provide the best possible services to our patients despite ever increasing demand. Thank you for your support.
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Review titled Friendly and efficient help from receptionist and nurse.
Rated 5 stars out of 5
by Anonymous - Posted on 29 August 2023
I had an unusual repeat prescription request which was dealt with in a very helpful manner. I then enquired about another matter and was able to see the nurse shortly afterwards. The nurse was also friendly and efficient and skillful.
Visited August 2023
Review titled West Malling Group Practice
Replied on 30 August 2023
Thank you so much for taking time to give us your feedback. Very much appreciated. We welcome all patient feedback which is always shared with our staff. Thank you.
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Review titled Really good receptionist contact
Rated 4 stars out of 5
by Mr Robert Lucas - Posted on 03 August 2023
Both today and yesterday I called the surgery to try and make an appointment with a GP. I need a referral letter so that I can have an private X-ray on one knee. The Receptionist I spoke to had to double check with colleagues as she was new to the job, but she went out of her way to sort my neds out. I was very impressed with her customer service...well done!
Visited August 2023
Review titled West Malling Group Practice
Replied on 07 August 2023
Thank you on behalf of the whole team for sending in your feedback. This gives us an enormous boost! Your feedback will be shared in our weekly staff update. Thank you!
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Review titled Excellent care and attention - Thank you.
Rated 5 stars out of 5
by Anonymous - Posted on 19 May 2023
A very caring doctor has seen me a few times over the last 2 months and has helped me on the road to feeling a lot better. Thank you so much for your immediate understanding of my complex situation that you helped me with. Don't know what I would have done without you. Thanks!
Visited May 2023
Review titled West Malling Group Practice
Replied on 13 June 2023
Thank you so much for taking the time to post your feedback. We are delighted you are feeling better. We wish you well.