Edenbridge Med Practice
Edenbridge Memorial Health Centre, Four Elms Road, Edenbridge, TN8 6FYContact details and opening times
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Reviews
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Review titled Poor telephone service
Rated 2 stars out of 5
by Anonymous - Posted on 29 February 2024
I contacted the surgery by phone, I was number five or six in the queue, after about thirty five minutes I reached number one in the queue where I remained for at least a further twenty minutes. The whole experience was extremely frustrating. A Nursing Sister from a London Hospital who was assisting me to get some medication had also tried to contact them, she said she started at number eleven in the queue and thirty minutes later had only reached number five. She gave up. I did explain to her that she may have been able to pass a message on through the GP secretaries, but she could not believe the length of time people were expected to wait. Although this is a new GP practise the telephone system to make an appointment does not work.
Visited February 2024
Review titled Edenbridge Med Practice
Replied on 29 February 2024
We are sorry to hear about this frustrating experience. We have a number of staff dedicated to answering our phones but unfortunately demand for this can at times be greater than the resource available. To address this we recently launched our online booking and administrative request service which can be found here: https://florey.accurx.com/p/G82019 If you have online access via a computer or smart phone you can make requests here. More than 800 patients successfully contact us for appointments and other administrative issues every week this way. An urgent request from a hospital to provide you with medicines which they cannot supply would prompt same day response in the vast majority of circumstances. We hope this information is helpful when contacting the practice in future. We do of course support patients who are unable to use the online booking system and if this is the case please liaise with our practice manager or reception team who will be able to assist you.
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Review titled Awful practise, and dismissive staff
Rated 1 star out of 5
by Anonymous - Posted on 08 February 2024
I waited 40 minutes to be seen…the only reason I went and got seen was because I asked why it was taking so long. A lady who claimed she was ‘standing in’ for my doctor then told me that I had to choose 1 of the 2 things I came to discuss because apparently she didn’t have enough time to discuss both with me? What on earth is that kind of service? I didn’t have the time to wait an extra 40 minutes to be seen but the practise doesn’t have time to discuss what I’m booked in for, just seems ridiculous. Anyway I decided to speak about my prescription regarding my mental health. Since she wasn’t my doctor I then had to explain my situation and be asked very sensitive questions all over again! I have already established this with my doctor and everytine I have to answer questions regarding my mental health it is draining. I wish they had told me it wouldn’t have been my doctor. The lady I saw came across very patronising and suggested therapy to which I said I have already done that. I didn’t feel listened too. In conclusion, I now need to book yet another appointment for my other issue and it’s a pain trying to be seen anyway. And on that note, don’t even bother trying to call up. I was on hold for an hour, and when I was first in queue the receptionist cut me off. Just appalling service and I don’t feel supported.
Visited February 2024
Review titled Edenbridge Med Practice
Replied on 10 February 2024
We are sorry to hear about your recent experience. We do endeavour to make appointments for patients with their usual listed doctor, but it sounds like in this case the doctor who is more familiar with you was away. You can request to be seen by your own GP and for more complex cases such as your own we try to do this as much as possible. You might also find it helpful to request a double appointment, particularly if there are several medical issues you wish to address, and you can request this at the time of booking. A standard appointment is 10 minutes, so sometimes a double appointment is more appropriate so all issues can be addressed safely. Bookings can now be made online at https://florey.accurx.com/p/G82019 removing the need to telephone the practice, unless you need additional support in completing the form. We hope the above is helpful and will allow for a more positive experience at your next appointment.
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Review titled Excellent
Rated 5 stars out of 5
by Anonymous - Posted on 18 October 2023
This is the best practice I have used. The receptionists are patient, understanding and even though clearly very busy make time for each person. My doctor showed a genuine care for my condition. He took time to listen and was able to discuss my condition in a very personable way. The new online booking system works very well and is so much better than other surgeries I have been to where getting an appointment requires phoning up at a set time in the morning or queuing outside at 8.00am. With the online booking I completed a form and within 24hrs was offered an appointment for date and time I said I was available. Booking follow up appointments in person was also easy as there was good availability.
Visited October 2023
Review titled Edenbridge Med Practice
Replied on 23 October 2023
Thank you so much for taking the time to leave this feedback. As you have seen, our hard-working team are dedicated to providing the best possible experience for patients despite the ongoing pressures facing the NHS. We are grateful for your feedback relating to the online booking system which recently launched, and which we hope will vastly improve access for all patients. Many thanks once again
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Review titled Great service
Rated 3 stars out of 5
by Peter Waddacor - Posted on 09 June 2023
Having read previous complaints about the quality of service at reception, I would like to say that the booking system worked perfectly and everything was according to schedule for my blood test. And when requesting the results over the phone some 3 weeks later, I went from number 3 in line to being answered within a minute or so. The receptionist was extremely polite and helpful; she gave me the results at high level (all normal) and said she'd print out the full results which would be in an envelope for collection, which it was. So no complaints.
Visited June 2023
Review titled Edenbridge Med Practice
Replied on 13 June 2023
Thank you for taking the time to tell us about your positive experience, which will be shared with our hard-working reception and admin teams. Best wishes
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Review titled Not fit for purpose.
Rated 1 star out of 5
by Anonymous - Posted on 06 June 2023
After a stay in hospital I was advised to book a blood test asap on my return home. Rang the surgery - I was 12th in the queue. After a 55 minute wait the receptionist told me I couldn't book a blood test without my GP requesting it. I asked if the doctor could phone me so I could ask her to request it. No - there were no more telephone consultations available. I should ring back tomorrow in the hope of a telephone consultation. So 1 hour 10 minutes wasted and nothing achieved. Also tried to book an appointment to see my doctor. No appointments available for 1 month. This surgery is not serving the community and is not fit for purpose.
Visited May 2023
Review titled Edenbridge Med Practice
Replied on 09 June 2023
We are sorry to hear you had a frustrating experience trying to book a blood test. On most occasions we are able to carry out blood tests requested by third parties such as hospitals and clinics but occasionally this does require a GP consultation first. If you are able to contact the practice manager in writing with your details we would be happy to look into whether we could have been more efficient in this case. While we appreciate your frustration we would comment that we strive to provide an excellent service to all patients, with many hundreds of effective and compassionately delivered appointments every week, despite very difficult circumstances caused by ongoing economic challenges to the health service as a whole. You may wish to consider using the online consulting service “econsult” via the surgery website which allows to you request online consultations and manage administrative queries, within regular opening hours, without the need to wait on the telephone. Best wishes