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 Impossible to get an appointment
Rated 1 star out of 5
by Anonymous - Posted on 01 November 2022
In queue to make an appointment for over half an hour. The call was disconnected when I got from no. 18 in the queue to no. 3. When I immediately called back, I was back to position no 1. Not impressed..
Visited November 2022
Review titled West Malling Group Practice
Replied on 05 November 2022
We are sorry you had difficulties getting through to the surgery. We would like to look into the call log and investigate the call disconnection with the system provider. Please contact the surgery via our website westmallinggp.nhs.uk utilising the contact us form to give details of your phone number used to call the surgery and we will investigate and get back to you.
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Review titled Problems booking online
Rated 3 stars out of 5
by Anonymous - Posted on 06 November 2022
Hi, I’ve been trying to book an appointment online for a persistent cough that is getting worse. Unfortunately, when trying to book yep ask you what type of appointment put the only option is blood test? If you leave it blank you can’t make the booking??
Visited November 2022
Review titled West Malling Group Practice
Replied on 26 November 2022
We offer limited online appointments with GPs and online blood tests and cervical screening appointments. Once the online allocation has been booked there will be availability for further online bookings until more are released the following day. Please contact reception who may be able to assist. Thank you
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Review titled Great Experience
Rated 5 stars out of 5
by Dawn Henderson - Posted on 20 October 2022
Booked my appointment online through the app so got to choose both date and time of my choice which was so helpful as i work full time. I turned up for my appointment and was seen within 5 mins of arriving. I found the doctor to be both helpful, informative and understanding as we talked through various options on offer to me, she also texted me later that morning some information and websites to read up on, these were really helpful. Whilst there I also asked her about another small matter that i was a bit concerned about and she said she would arrange for me to have a scan. Pembury hospital called me the very next day to book in my scan. I have to say from my point of view, I've received a first class service from the surgery.
Visited October 2022
Review titled West Malling Group Practice
Replied on 25 October 2022
Thank you for taking time to give your feedback on the service provided by the Practice. Our staff are dedicated to providing the best possible service to our patients at all times and receiving thanks is very much appreciated.
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Review titled Excellent care
Rated 5 stars out of 5
by Anonymous - Posted on 18 August 2022
I called the surgery on Monday 8th August regarding problems in my left breast. A GP called me back within an hour and asked me to attend the surgery that afternoon. The GP was excellent and referred me for an emergency appointment at the Maidstone Hospital breast clinic. I received notification of my hospital appointment in the same week and attended the appointment today. After a thorough investigation including mammogram and ultrasound I have been reassured by medical staff that there is nothing abnormal. I am very grateful to all of the NHS staff who made it possible for me to be seen and assessed so quickly.
Visited August 2022
Review titled West Malling Group Practice
Replied on 19 August 2022
Dear Patient, Thank you so much for taking time to provide your feedback. We are so pleased to hear our service and management of your health concern contributed to you receiving prompt medical attention and reassurance. I will share your feedback with the team. Practice Manager
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Review titled Can’t book online
Rated 2 stars out of 5
by Anonymous - Posted on 25 August 2022
Why can’t you book appointments online? If you try there are only 2 choices, smear test or blood test. I had an X-ray last week and the radiologist said I have a fracture, got a message from the GP to say the X-ray is now at the surgery so could I book a telephone appointment. Went to to GP in person to book and the next available one is 3 weeks away. I hope the call won’t just be to say it is fractured, then I will request a referral and have to wait again for that
Visited August 2022
Review titled West Malling Group Practice
Replied on 30 September 2022
Thank you for your feedback. We are sorry you have found it difficult to secure an appointment to discuss your result. The demand for appointments is particularly high at the current time which has a knock on effect when booking routine appointments. GPs will contact patients in the event of a result needing urgent action. We offer GP, smear and blood test appointments online. We hope you have now received your result and have been reassured.
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Review titled Terrible Customer Service
Rated 1 star out of 5
by Kirsty - Posted on 09 June 2022
I have just read the other reviews and it seems this is a common theme which is obviously not being addressed. First time I've been to the surgery since covid so I was unaware of the need for a mask. Immediately got shouted at by the receptionist about the need to wear one and that there was a sign on the door. The door is plastered with signs - I counted 8 on the front door and several more inside so difficult to read them all before you enter. Then the other receptionist felt the need to interrupt and also tell me about wearing a mask, even though she was dealing with a patient at the time. I was told quite sarcastically that if they all got sick then no one would be there to treat me. They didn't ask if I was exempt. And when I asked if they please had a spare I was told it was their last one which I find hard to believe considering they are insisting everyone wears one. Surprisingly though, neither of them were wearing a mask?! The general tone of them both was just not nice. I do appreciate they deal with difficult customers in difficult circumstances, but it's just not acceptable to be so rude. This is not the first time I have had poor customer care, it's a common theme, and one that is encountered by so many different people so why is this not being addressed? If the receptionists can't treat people with general kindness and respect then they really shouldn't be working in customer facing roles. All the responses to similar reviews say the same thing about how all our staff are expected to treat people with professionalism, so I expect I will get the same generic response and nothing will change.
Visited June 2022
Review titled West Malling Group Practice
Replied on 10 June 2022
Thank you for your feedback The wearing of facemasks has been widely know during the pandemic. As the country returns to normal the need to wear a face mask has been relaxed however remained a requirement in healthcare settings. Patients were asked to wear a face mask when attending their appointment and despite the number of posters, patients often turned up without one. Although we have a supply it was not always possible to offer one to patients as we had to maintain adequate for staff. Fortunately the latest NHS England guidance states that facemasks are no longer required unless respiratory or Covid symptoms are present. All posters have now been removed at the surgery. Sadly abuse towards NHS staff has steadily been increasing and our surgery is not immune to this. We do indeed expect our staff to be friendly and professional at all times and incident reported where this is not the case are investigated and any necessary action taken. All patients, visitors and staff should be respectful to each other. Most patients have been very supportive and got themselves a face mask when asked and we would like to thank patients for their support through these challenging times.