Balmoral Surgery
Canada Road, Walmer, Deal, Kent, CT14 7EQContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled econsult
Rated 3 stars out of 5
by E.Cullen - Posted on 07 June 2024
I had a econsult regarding muscle pain in my arm. I received a callback, no longer a doctor which is fine, they asked me various questions like have I got 'pins and needles, numbness, swelling' etc which are yes/no answers. I also explained to the caller that there was a bad phone signal which keeps cutting out. The person I was talking to then reported I was difficult to triage as I just give yes/no answers! and that I would go quiet! even after explaining the phone signal. I wish they would focus on doing their own job rather than complaining about the patient
Visited May 2024
Balmoral Surgery has not yet replied.
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Review titled Condescending guilt trip
Rated 3 stars out of 5
by Anonymous - Posted on 09 April 2024
I had an appointment for my one year old. At the end of the appointment I asked the doctor if he’d have time to look at me quickly as I’m in a lot of pain (otherwise I would never ask). I was told he wouldn’t have time (absolutely fine) but he then went on to say he had already “squeezed you in”for another doctor and he had “kindly done this” for us (his words). Who makes parents of a one year old feel guilty for making an appointment? Especially as it turns out he has tonsillitis. Really horrible experience. I understand doctors are under a lot of time pressure but the comments were completely unnecessary.
Visited April 2024
Review titled Balmoral Surgery
Replied on 30 April 2024
We are sorry that you did not have a positive experience when visiting with your one year old. As you have posted anonymously, it is difficult to investigate the details of your appointment. We would be grateful if you could please email our secretaries (secretary.balmoral@nhs.net) with some identifying details so we can look into this further. Once again, we are sorry that you had a horrible experience, and we do always aim to see and treat children who are poorly.
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Review titled Impossible to see a Dr
Rated 1 star out of 5
by Anonymous - Posted on 05 March 2024
I am writing this review in a very frustrated state. I am trying to book my first face to face dr's appt since registering with the practice 3 years ago. I phave called 2 days running 8am on the spot and still no appt, just an offer of an e-consult or try again tomorrow. Today i rang 65 times before i got into the queue to be told not appts left. I do not need to go to A&E but i do need to speak with a dr, i dont insist on a same day appt, but just an appt sometime in the next week ideally, this is not available. Patients are not the priority here, poor systems and a lack of available face to face time with gps are. I am considering trying to find an alternative practice. This is so upsetting and frustrating, and uttlery anxiety provoking.
Visited March 2024
Review titled Balmoral Surgery
Replied on 30 April 2024
We are sorry that you have not had a positive experience when contacting our practice. Please be assured that patients are always our priority at Balmoral Surgery, however resources are extremely stretched at the moment in Primary Care and demand always outweighs capacity. We cannot control the number of patients who ring in the morning, and unfortunately there is a limit to how many patients our GPs can safely see in a day. We have recently re designed our appointments system to try and manage demand more efficiently. We now have a Minor Illness Team who will deal with acute minor conditions, which will hopefully leave more GP appointments for patients who really need to see a GP. All of our appointments are now triaged to ensure that patients do see the right clinician at the right time, and are face to face, but patients do also have the choice of changing their appointment to a telephone appointment if they would prefer. We hope that you have now been able to speak to a Dr.
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Review titled Untrained GP
Rated 1 star out of 5
by Anonymous - Posted on 26 April 2024
On my first phone conversation with this "GP", they used an aggressive, disrespectful tone, language. Constantly interrupted me and offereed a non-medical recourse to my heath issue. I dropped this "GP" immediately after. I believe they misused my personal information after I had dropped this practice to hound me about a Google review. It is my opinion that this "GP" should not be allowed to practice.
Visited February 2024
Review titled Balmoral Surgery
Replied on 30 April 2024
Please be assured that all our GPs are fully trained/qualified and registered with the General Medical Council. As you have posted anonymously it is difficult to fully investigate your complaint. We would be grateful if you could please contact our secretaries (secretary.balmoral@nhs.net) with further details so we can look into this for you. We also take data breaches extremely seriously, so if you do feel that this has happened, we would urge you to contact us as soon as possible.
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Review titled Phoned for an appointment told next month for one !
Rated 1 star out of 5
by Anonymous - Posted on 15 February 2024
Phoned this morning for an appointment- but told the next appointment they could provide would be the next month ! What good is that when you are in pain ?
Visited February 2024
Review titled Balmoral Surgery
Replied on 20 February 2024
We are sorry that you have had difficulty obtaining an appointment and that you are in pain. We offer a variety of appointment types, some you can book in advance and some that are released on the day. We are not an emergency service and there is a limit to the number of appointments that we can safely offer each day. If all of our appointments have gone, patients can submit an eConsult, ring 111 or if they are in extreme pain phone 999 or attend A&E. We would always like to see all of patients as soon as possible, however sadly demand always outweighs capacity. In addition to this, it is extremely difficult to recruit and retain GPs at the current time. We hope that you able to see a clinician soon and that the pain improves.
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Review titled Very helpful practice
Rated 5 stars out of 5
by Kate Birrell - Posted on 08 January 2024
Problems were efficiently and considerately dealt with, with both politeness and kindness which inspires confidence.
Visited January 2024
Review titled Balmoral Surgery
Replied on 15 January 2024
Thank you very much for your feedback, we are pleased that your encounter with the practice was positive.
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Review titled Great practice
Rated 5 stars out of 5
by Mrs Hinkins - Posted on 13 January 2024
I attended the surgery recently and was greeted with warmth and kindness from the receptionist. The receptionist helped me amend my details on their system and the process proved to be simple. The GP I met with was kind, understanding and made me feel at ease. The next steps were made clear and I went away from the surgery feeling heard and positive.
Visited January 2024
Review titled Balmoral Surgery
Replied on 15 January 2024
Thank you very much for your feedback. We are very pleased that you felt heard and had a positive experience. We will ensure that your feedback is shared with the practice team.
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Review titled Complete lack of communication
Rated 1 star out of 5
by Susan Piddock - Posted on 19 December 2023
Today my mum who is just out of hospital recieved a text message with results of her MRI scan. Since when has it been acceptable to just text results across with no follow up information of what she needs to do. She was rushed into hospital on the 3oth December following what I class as a complete faliure of this surgery after getting palmed off on numerous occasions. All they did was perscibe pain killers and request an MRI scan saying she had artheritus. Had they done a blood test they would have found out the issue weeks before. Had she not been taken into hospital when she was the situation could be so much worse and I would not have had to have a conversation with the consultant asking if I wanted mum to be resusitated should she go into cardiac arrest. The surgery has completely mismanaged her diabetic care resulting in her being B12 and iron defeciant. She was discharged from hospital on the 4th December and has no follow up from her doctors at all. Routine care from this surgery is non exsitant. You can call in the morning if its an emergency but by a few minutes after 8am all appointments have gone. I am also a patient at this surgery and have not had my thyroid levels or HRT checked in well over a year. I will be requesting an appointment to discuss this and my mums ongoing care plan.
Visited December 2023
Review titled Balmoral Surgery
Replied on 15 January 2024
Dear Susan, We are sorry that you are unhappy with your mother's recent care. We have responded directly to your mother regarding this complaint and our letter included a copy of our complaints leaflet, which details what you should do, should your mother remain dissatisfied with our response. Kind regards, Rebecca Seaman Practice Manager
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Review titled Rude reception staff
Rated 1 star out of 5
by Anonymous - Posted on 13 December 2023
I have contacted reception a number of times in the past 2 weeks and I generally find the reception staff quite rude. This is not the first time that I have experienced this at this surgery there is one particular reception staff who you know if you have to speak to her that she going to be abrupt/rude to you. When you can get an appointment with the Dr then I can not speak more highly of them but trying to get an appointment is difficult. I have stopped bothering to even contact the surgery due to the attitude of one particular reception staff and the fact that I ring from the time they open and can never get an appointment so now I go to the walk in center in deal to see a Dr. I have now been told by the walk in center that I have to see a Dr at my surgery and that I need to do an online request but Balmoral are not accepting these. You use to be able to get same day appointments but this clearly is no longer available.
Visited December 2023
Review titled Balmoral Surgery
Replied on 14 December 2023
We are sorry that you have not found our reception team friendly on your recent encounters with the practice. General Practice is under huge strain at the moment, and sadly demand outweighs capacity every day of the week. We do try our best to offer as many appointments as we can, but these are not enough. We accept eConsults (online requests) between 8am-10am Monday to Friday and this can be accessed via our practice website. We are very lucky to be supported by an Urgent Treatment Centre at Deal Hospital, but appreciate that sometimes you need to see a GP at your registered practice. We would encourage you to complete an eConsult during the times listed above. As you have posted anonymously, we cannot liaise with you regarding this complaint, but if you do wish you discuss this further, we would encourage you to contact the Practice Manager to discuss this. Once again we apologise that your recent encounters with the practice have not been a positive experience.
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Review titled Exhausted mother
Rated 1 star out of 5
by Anonymous - Posted on 02 November 2023
Today I tried to organise a repeat prescription for my 15 year old daughter. This is impossible! My two, only two options are call the surgery at 8 am and wait on the phone for 30 minutes, but this is not possible as I am at work ( a school) and cannot make a private call and option 2: Email consult, but only between the hours of 8am-10am. Again I am at work and unable to access my personal email. Asked and asked how else I can oprganise to be able to get my daughters medication and they said no other way they are my only options......what do I do? So now I am having to go to the local hospital to see a doctor to hope that they will write the prescription. I know this is not the receptionist's fault. I did ask to speak to somebody who could help me, but was told there was no further help available. How are people who work supposed to get the help they need from their doctors surgery when all aoptions open to them excluded them. I have been with this surgery for more than 15 years and am absolutely appalled how I am not able to access medical help for my child. Now having to go to an already overstretched hospital for real emergencies, where this should have been a very simple problem to solve. Very very disappointed.
Visited November 2023
Review titled Balmoral Surgery
Replied on 17 November 2023
We are very sorry that you have had such trouble obtaining a repeat prescription for your daughter. I am sorry that you have been told that there is only two options to do this, as this is not indeed the case. If it is a medication that the doctor has marked as a repeat order, you could order your daughter's prescription via online access, please contact the surgery and ask to speak to Nikki as she can arrange this for you. Alternatively some of the local chemists will also request medication on behalf of patients. Once again, we apologise that you have had difficulty getting a repeat prescription, we hope that in future this is a simple process for you.