West Malling Group Practice
37 Queen Street, Kings Hill, West Malling, ME19 4JFContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Great Service
Rated 5 stars out of 5
by Kerry Jackson - Posted on 19 June 2025
I had an appointment today with the doctor, and I would like to extend my sincere thanks. Aside from being extremely helpful, the doctor patiently answered all my questions honestly and openly, and was very personable throughout. Additionally, I would like to say how pleased I am with the prompt service provided. The online form was easy to use, and securing a same-day appointment was excellent.
Visited June 2025
Review titled West Malling Group Practice
Replied on 20 June 2025
Thank you for your feedback which is very much appreciated and will be shared with staff. Its not always easy to find time in our busy lives to write review. Thank you
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Review titled Getting an appointment a nightmare
Rated 3 stars out of 5
by Keith Mann - Posted on 09 May 2025
Try as one might, getting to see a GP borders on the impossible. This time I used the Anima app but it took me 3 days as always over capacity. Today I made sure I submitted exactly at 8.00am and have received an appointment at Martin Sq. Progress. I was just after a prescription for a short antibiotics course to sort my chest infection. Didnt need to see a GP. Anima worked well when first introduced but now, probably due to much higher takeup it is not adequately resourced. This is a great shame. So now its not really an improvement to camping out at the surgery to be first in the queue when it opens. the practice just needs more staff and GPs. Treatment is great but getting over the first hurdle is roughly impossible for even the fittest. let alone people who are ill, disabled, elderly etc etc.
Visited May 2025
Review titled West Malling Group Practice
Replied on 12 May 2025
We are sorry to learn you have experienced difficulties in making an appointment. Demand for appointments remains high. Anima levels are set each day to reflect appointment availability. Once the level is reached Anima will close. Once the doctors have triaged the cases, Anima will reopen later in the day. Occasionally, patients may find it necessary to contact alternative healthcare providers such as Urgent Care Centres, Community Pharmacies and NHS 111. Our staff are working hard to manage patient needs with the resources available despite known challenges. Unfortunately, until Primary Care funding is greatly improved, it is not possible to increase staffing levels. Thank you for sharing your feedback with us.
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Review titled Very poor
by Steven baird - Posted on 09 March 2025
I had my bloods taken on the 27th Feb. The results were negative. The gp decided to wait two weeks to contact me. I had no idea why he was calling me… I could only assume it was bad news. There was three notes on my app that there had been a constellation. Non of them happened. Lies. I have mental health issues. Why on earth would someone have to wait two weeks for a gp call. Imagine my anxiety and stress… I knew there was an issues … normally you wait 6 days for feedback. This took one day. No doubt this communication will be ignored. dr Carter is his name. West malling group practice . My stress and anxiety is very high. I’m on desperate for help.
Visited February 2025
Review titled West Malling Group Practice
Replied on 12 March 2025
Thank you for your feedback. We are sorry you are not entirely happy with the service received from the practice. Depending on the tests taken, it make take longer than usual for some results to come back. This will be looked into and we will respond to you direct.
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Review titled Great experience
Rated 4 stars out of 5
by Anonymous - Posted on 28 February 2025
After having an awful time with the DVLA and experiencing poor customer service it was so lovely to speak with such helpful and understanding staff. They kept me in the loop, and acted quickly as my application had taken so long already through the DVLA. Even updating me when my forms were completed and sent off the day after phoning. Really appreciate your work, thank you.
Visited February 2025
Review titled West Malling Group Practice
Replied on 06 March 2025
Thank you for taking time to send in your feedback. We are pleased our service was able to support you with your DVLA application.
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Review titled Really good GP appointment experience
Rated 5 stars out of 5
by Mr Colin Terry - Posted on 26 October 2024
I recently had a GP appt with a GP Registrar at the Kings Hill Surgery. The whole experience with this Doctor was first class. He was attentive, interested, took time to explain matters and also his whole manner was caring and extremely professional. I left the surgery feeling that I had been listened to and clearly advised of the appropriate treatment path. Well done Doctor and thank you !
Visited October 2024
Review titled West Malling Group Practice
Replied on 28 October 2024
Thank you for taking the time to give your feedback. We support GP registrars through their training and share all feedback with our staff, including the trainee GPs. Your comments are very much appreciated - thank you.
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Review titled Great doctor!
Rated 4 stars out of 5
by Ryan Shardlow-Wrest - Posted on 22 August 2024
Today I saw an excellent doctor. He was absolutely brilliant. I have had some really bad experiences at this practice over the last couple of years and he is one of the first doctors who seemed to really care and listened. He clearly takes pride in his work and is a credit to the practice! A breath of fresh air. The practice could do with more doctors like him. He made me feel reassured. He was thorough and made me feel like he will get answers for my illness and leave no stone unturned.
Visited August 2024
Review titled West Malling Group Practice
Replied on 23 August 2024
Thank you for sending in your feedback which will be shared with the team. We are delighted you feel reassured following your recent consultation. We welcome all feedback as it helps us to review and improve services for all patients.
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Review titled Great care
Rated 5 stars out of 5
by Charlotte B - Posted on 04 August 2024
Just wanted to say a big thank you to the doctor and all the team who have treated me so efficiently and well since I have been ill in the last few weeks. It has been so quick and really faultless - even in the middle of an international IT catastrophe. You all do such a difficult job and I feel so fortunate to have been so well looked after.
Visited July 2024
Review titled West Malling Group Practice
Replied on 05 August 2024
Thank you for your feedback which will be shared with the team. We strive to provide the best possible service at all times despite the challenges of increasing demand and pressure on the system. Like other GP practices, we were also affected by the recent IT outage and all staff continued to work hard to make sure those patients needing medical attention were managed appropriately.
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Review titled Impossible to get appointments
Rated 1 star out of 5
by Anonymous - Posted on 23 July 2024
Appointment booking system is a complete farce. Been trying to get an appointment for weeks with no joy. Consider using a different practice.
Visited July 2024
Review titled West Malling Group Practice
Replied on 23 July 2024
We are sorry to learn you are having difficulties obtaining an appointment, we have now introduced Anima our new Triage tool to help us manage demand. Requests are reviewed by a GP and the appropriate healthcare provider/ service is offered to the patient. It may not be a GP appointment is necessary. Anima is reviewed periodically during the day and opened again if we are able to increase capacity. Information about Anima was circulated ahead of the launch however if you require information, please go to our website westmallinggp.nhs.uk. If you require any further assistance please contact reception who can support patients to create an Anima account.
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Review titled Very helpful receptionist
Rated 4 stars out of 5
by Jules - Posted on 07 June 2024
Recently moved to the area and had to make an appointment to see a doctor (not seen one in years luckily). The receptionist at both leybourne and Kingshill (she wears glasses) has been extremely helpful and friendly to me thank you
Visited June 2024
Review titled West Malling Group Practice
Replied on 20 June 2024
Thank you for your feedback. We endeavour to provide a professional and friendly service to all patients and we really appreciate your comments which will be shared with the team. Thank you
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Review titled Flu Jab Appointment at Specified Time
Rated 5 stars out of 5
by Olusegun Akinyemi - Posted on 09 October 2024
I acknowledge your new arrangement for giving me flu jab this year unlike previous years that I stay long in the cold in a long queue. I arrived at 10.08am and got my jab at about 10.10am (my choice time). Many thanks to the Group Practice Manager and the team for this excellent arrangement.
Visited May 2024
Review titled West Malling Group Practice
Replied on 09 October 2024
Thank you for sending in your feedback. We decided to try something a bit different this year and it has certainly worked well for both patients and practice. We already have some further ideas for next year's flu campaign!