Memorial Medical Centre
Bell Road, Sittingbourne, Kent, ME10 4XXContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Really helpful and responsive
Rated 5 stars out of 5
by Julie - Posted on 25 August 2023
I have been very pleased with the support my father and I have received during his recent bout of ill health. Rapid response to econsult form and offered appointments in a timely manner. Thanks
Visited August 2023
Memorial Medical Centre has not yet replied.
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Review titled Phone lines seem to have improved
Rated 4 stars out of 5
by Sharon Finn - Posted on 24 February 2023
In the last 2 weeks I’ve phoned several times and just wanted to say “ wow “ “ you’ve obviously got more staff to help with the phones now or maybe got a new phone system too !” For a very long time it’s taken ages for calls to be answered - the last 2 wks probably a couple of minutes - compared to 45+ mins previously “Well done !
Visited February 2023
Memorial Medical Centre has not yet replied.
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Review titled Cannot get through on phone
Rated 1 star out of 5
by Anonymous - Posted on 20 January 2023
I have been charged for multiple redials even if I only receive the engaged tone.Why can't I just visit the surgery or get through first time.I cannot keep paying huge phone bills just to get medical attention.You need to sort your phone system out.Please stop saying you are short staffed employ some more people.
Visited January 2023
Review titled Memorial Medical Centre
Replied on 08 February 2023
I am sorry that you had difficulty in getting through to the surgery. We are doing our best to improve on the telephone system and have made continuous changes and adjustments over a long period of time, including further changes over the last few weeks, which are finally beginning to show improved results, and we are still striving to improve further. We are carrying out continuous audits which have helped to drive measurable improvements. We have introduced menu options in the last 3 weeks. These options take some of the calls away from the appointments line. Patients that have prescription queries or referral queries are now able to choose the appropriate option and will be taken out of the appointment line queue. We were already monitoring the incoming calls and reviewing the queue wait time so that we can try and put additional call handlers on the phones when needed. There is also the call back option to prevent patients from sitting on the phone waiting for an answer. This keeps your place in the queue and you still get to speak to the team in the same time frame. In addition we have recruited an extra staff member to help to cover the staff shortages caused by long term sickness as well as staff turnover and holidays. We are seeing real and measurable improvements and are confident that all these changes will provide better access. We can see that the waiting time for call response has dropped and that the average queue length has been reduced.
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Review titled You will die before be able to speak to them
Rated 1 star out of 5
by Anonymous - Posted on 12 December 2022
I called 100 times today and it was engaged or all lines busy call 111 or 999. I ha e tried to call them in the afternoon as well without any luck to speak with someone.
Visited December 2022
Review titled Memorial Medical Centre
Replied on 08 February 2023
I am sorry that you had difficulty in getting through to the surgery. We are doing our best to improve on the telephone system and have made continuous changes and adjustments over a long period of time, including further changes over the last few weeks, which are finally beginning to show improved results, and we are still striving to improve further. We are carrying out continuous audits which have helped to drive measurable improvements. We have introduced menu options in the last 3 weeks. These options take some of the calls away from the appointments line. Patients that have prescription queries or referral queries are now able to choose the appropriate option and will be taken out of the appointment line queue. We are seeing real and measurable improvements and are confident that all these changes will provide better access. We can see that the waiting time for call response has dropped and that the average queue length has been reduced.