New Dover Road Surgery
10 New Dover Road, Canterbury, Kent, CT1 3APContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Long Queue for Physio and Unhelpful Appointments Team
Rated 1 star out of 5
by Vijaya Sreeram - Posted on 10 June 2024
I've been suffering with leg pain from more than a month and so not able to do my regular work. I've been to doctor for the same and she requested to take Physio appointment. Since then I've been calling to take Physio appointment. Every time, they used to tell me that they don't have appointments in current week and ask me to call next week for the same. It used to be same every week. Today when I called the surgery for the same, they gave an appointment for early July. Not sure why the other staff who answered my calls during previous weeks couldn't provide me a similar appointment and made me call them again and again. Also the wait time is nearly a month and its so disappointing to wait so long and suffer with the pain till then.
Visited June 2024
Review titled New Dover Road Surgery
Replied on 16 July 2024
Dear Vijaya We were sorry to hear you had been suffering pain. We are further sorry for how you have found you experience with the surgery staff as unhelpful. I am pleased to see your appointments have now been honoured. We did have to meet with our Physio provider, as were not happy with the level of service they made available to us. They have assured us this has now been rectified and we continue to monitor the service. Staff were interviewed and they feel sure that the reason appointments were not offered was directly linked to the service, and as above, we feel should now be rectified. Please do contact us on kmicb.complaintsndr@nhs.net if you experience any other difficulties with our service. We take complaints very seriously and learn from you making us aware of problems. Thank you Stacie Pughe Practice Manager
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Review titled Awful - Can not get an appointment
Rated 1 star out of 5
by MS N JEFFRIES - Posted on 02 May 2024
My prescription needs reviewing by a GP before they can prescribe me more medication. I've rang twice to make an appointment to see the GP to do the review but receptionist says she has no appointments and I need to call again tomorrow (each time). Now I only have two tablets left and these are preventative drugs for breast cancer. The receptionist will not help at all so I will run out of my drugs therefore rendering myself susceptible. I do not recommend this surgery at all. So unhelpful.
Visited May 2024
Review titled New Dover Road Surgery
Replied on 13 May 2024
Dear Ms Jefferies We are very sorry you feel this way about our surgery and services. However, on the day you left this review it was clear there had been confusion as you did not require an appointment to receive you medication and were given an appointment in the future, via text message, which was appropriate for the purpose of your need at the time. We are sorry for any concerns this has caused you. We do encourage good or bad feedback as this is how we learn to improve or maintain a service, thank you for highlight this to us. Should your needs not have been met to your expectation since you wrote this review please do contact me on kmicb.complaintsndr@nhs.net where I will carry out a thorough investigation and feed it back to you. Kind regards Stacie Pughe Manager Stacie Manager
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Review titled Fabulous service
Rated 5 stars out of 5
by Alan Perkins - Posted on 15 December 2023
Due to the ongoing after effects of a fall, I have had a lot of contacts, including a couple of face to face visits. The care I have received, can only be described as excellent. Thanks for the support the doctors the doctors continue to give me and my family.
Visited December 2023
New Dover Road Surgery has not yet replied.
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Review titled Great Practice with caring Doctors
Rated 5 stars out of 5
by Ralph Lombart - Posted on 30 November 2023
I had another wonderful service yesterday after attending my appointment with a lady to check my blood pressure, blood test, feet check etc.
Visited November 2023
New Dover Road Surgery has not yet replied.
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Review titled Impossible to get sn appointment
Rated 1 star out of 5
by Anonymous - Posted on 19 June 2023
I called at 8:05 to get an appointment and I'm in a phone queue thats 27 people long just to get a hold of a receptionist to make the appointment... It really practically impossible to get an appointment here ever since they made it so you had to call on the day to get an appointment. I haven't seen a doctor in ages just because its so difficult.
Visited June 2023
Review titled New Dover Road Surgery
Replied on 21 June 2023
Thank you for your comments. I am sorry to hear of the difficulties you have had in getting hold of reception. We are exceptionally busy and under extreme pressure, particularly at 8am. We have had to recently change our booking system in response to the changes made to the GP contract. The aim is to ensure patients are directed to the best point of care first time, without the need to call back if we are fully booked. However, this is still new, staff are still adapting, and any change takes time to fully embed. As an alternate to calling us, have you considered completing an eConsult, via the home page of our website? This is available in the afternoons when we are open: fill in details of the symptoms you are experiencing, and it will be triaged by our team. You will be invited in for an appointment, or otherwise signposted to the most appropriate point of care. If you continue to experience problems, please do write to me with specifics of when you are trying to contact us, as I will be able to run searches on the telephone system to check the capacity, and look to make improvements where possible. Many thanks Rachel Mackey Practice Manager
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Review titled Great practice
Rated 5 stars out of 5
by Barbara Bradley - Posted on 17 October 2022
I was called by my GP early last Friday morning about a scan result and was offered an appointment that morning for treatment. Whilst waiting to see my GP a nurse who had either had a no show or cancelled appointment asked if I would like my flu jab whilst waiting. I was also offered a pneumonia jab. I was happy to accept both. Definitely a proactive service. I have been registered with the surgery for several years now and have always been impressed by the service I have received. The staff are very professional and work extremely hard in what are often very difficult and challenging circumstances.
Visited October 2022
Review titled New Dover Road Surgery
Replied on 21 October 2022
Thank you very much for your positive review, which is much appreciated and will certainly be shared with our staff. Rachel Mackey, Practice Manager