Princes Park Medical Ctr
Sunlight Surgery, Sunlight Centre, Gillingham, ME7 1LXContact details and opening times
Patient ratings and reviews
Leave a review
Help others by sharing your thoughts and experiences about Princes Park Medical Ctr.
Reviews
-
Review titled Ridiculous
Rated 3 stars out of 5
by Jane - Posted on 03 April 2023
I started calling using 2 different phones to get through. My mobile recorded 200 phone calls. I only stopped calling from my house phone as well once I got through. I was on the phone for over twenty mins , before I got through, although it seemed longer. then was on the phone 55 minutes before it was answered by receptionist. Then I was told that I could have been given an appointment had I presented at the surgery. I was told that someone was off, but looking at reviews it looks like this is a management issue as it is not a one off, it is also my experience previously. The appointment I was given was 24 days later, and only for a phone call with the gp seen previously for same condition. I am writing this in an effort for this to add weight to other comments as this is ridiculous. If you know you can’t give an appointment for that day, what is the point of keeping someone on the phone. If you know you have eg., 12 people in a queue at the door before 8am, include them in your number, but anyone else arriving at 8am, should be ringing, as that is not fair to the people in queue on the phones. If you can tell number that is, perhaps make it clear that appointments for the day line will be cleared or a message be played, to call 111, tomorrow, or anything else, that covers emergencies, or enquiries or pre-booked appointments. I know everyone is busy, and GPs do more than just see patients at the surgery. I also know that Gps are scarce. I really am trying to help, because it must be horrible, trying to help people and not being able to, when they need help.
Visited April 2023
Review titled Princes Park Medical Ctr
Replied on 20 April 2023
Dear Jane Thank you for your feedback, we do appreciate all comments as it helps us to improve. I apologise for what happened when you were calling the surgery and the long wait you had. I understand how frustrating this must have been for you and i am really very sorry. The phone lines are very busy as is the surgery, so we are trying to answer as many phone calls as we can, as well as help patients who come into the practice. Unfortunately this means that there is sometimes a wait for calls to be answered. We are working as hard as we can and doing our best, so please bear with us. I apologise for any inconvenience it might have caused you. We do also offer appointments on the Livi app which is a free app you can download and book a video call appt with a GP until 10pm of an evening, weekends and bank holidays, if you are having trouble contacting the surgery. We will do our best to improve our service and take onboard all feedback. Your suggestions will be looked at and when there is a review of the telephone system, any improvements will be made so that we can offer the best possible service to our patients. If you need any further assistance or help please do not hesitate to contact the surgery Thank you Carley Branch Manager
-
Review titled Awful practice
Rated 1 star out of 5
by Anonymous - Posted on 03 April 2023
I have only recently joined this practice. I needed to speak to a receptionist regarding a prescription and have been waiting over an hour to speak to somebody. I will be leaving this G.P.
Visited April 2023
Review titled Princes Park Medical Ctr
Replied on 20 April 2023
Dear patient Thank you for your feedback, we do appreciate all comments as it helps us to improve. I apologise for what happened when you were calling the surgery and the long wait you had. I understand how frustrating this must have been for you and i am really very sorry. The phone lines are very busy as is the surgery, so we are trying to answer as many phone calls as we can, as well as help patients who come into the practice. Unfortunately this means that there is sometimes a wait for calls to be answered. We are working as hard as we can and doing our best, so please bear with us. I apologise for any inconvenience it might have caused you. If you need to request a prescription you can do this on the NHS or MyGp app, or you can come into the surgery to request it or make an enquiry. We will do our best to improve our service and take onboard all feedback. If you need any further assistance or help please do not hesitate to contact the surgery Thank you Carley Branch Manager
-
Review titled The NHS is in decline and this small practice shows it
Rated 1 star out of 5
by Anonymous - Posted on 24 April 2023
It is nearly impossible to get through on the phone lines. I have been on the phone lines from 8 am and have been able to go in and get an appointment faster. No matter what time I call back I am put into a phone queue, which tends to last over half an hour. Today when I finally got through, the phone call ended and I had to call through again. The doctors all appear to be locum so there is no building a rapport and them knowing what your health concerns are, and monitoring them. I think this may be part of the reason why you cannot book any appointments in advance with a doctor. When you do have an appointment the wait times inside aren't too bad. It is comparatively easy to get an appointment with a nurse. The nurses are lovely whether taking blood or conducting a screening.
Visited April 2023
Review titled Princes Park Medical Ctr
Replied on 10 May 2023
Dear patient Thank you for your feedback, it is much appreciated in order to help us learn and improve. I am so sorry for your poor experience and completely understand how frustrating this must have been for you. I am sorry you couldn't speak to anyone at the surgery, the phone lines are extremely busy in the morning as we are dealing with a high demand of patient calls and queries. We do offer the Livi video service with a GP and they are available in the evenings, weekends and bank holidays. The GPs are regular locums who work the same days every week so that we can maintain a continuity of care for our patients. I would like to reassure you that all the team here at the surgery are working as hard as they can to answer all the phone calls and assist with all the patients coming into the practice but there will be occasions when there could be waiting times, which i do apologise for. Please contact the surgery or myself if you need to discuss this further and i will help in any way i can. Thank you Carley
-
Review titled Awful getting worse
Rated 1 star out of 5
by Anonymous - Posted on 19 April 2023
Been having blood tests for a few years now at the practice had 1 last month told to book one up for this month. Now being told its not a emergency have to go somewhere else. Why the change, live in Dove close so now got my son or daughter to take me
Visited April 2023
Review titled Princes Park Medical Ctr
Replied on 20 April 2023
Dear patient Thank you for your feedback, we do appreciate all comments as it helps us to improve. I apologise that you were told the incorrect information at the surgery. I understand how frustrating this must have been for you. We do offer blood tests at the surgery as well as at MCH at Lordswood, and patients can choose to book either depending on what is convenient for them. I apologise you were given confusing information and if you would like to contact the surgery to book a blood test here, then we will book you in for a blood test for the next available appointment. I am very sorry for this error and the inconvenience it must have caused you. We will do our best to improve our service and learn from our mistakes and hope that this doesn't happen again in the future. If you need any further assistance or help please do not hesitate to contact the surgery Thank you Carley Branch Manager
-
Review titled Friendly staff but lacking.
Rated 1 star out of 5
by Robinson - Posted on 16 March 2023
I arrived 8 minutes early for my appointment and checked in at the reception. I have learnt by experience that one never gets seen at the actual time of the appointment but when the person whose appointment was after yours goes in before you (because reception failed to check you in), it's a hard pill to swallow. Gave up waiting.
Visited March 2023
Review titled Princes Park Medical Ctr
Replied on 20 April 2023
Dear Robinson Thank you for your feedback, we do appreciate all comments as it helps us to improve. I apologise for what happened at the surgery and the long wait you had. I understand how frustrating this must have been for you and i am really very sorry. It appears that you weren't checked in by the reception team which was a mistake on our part and has been addressed to all the staff at the surgery. I apologise for this error and the inconvenience it must have caused you. We will do our best to improve our service and learn from our mistakes and hope that this doesn't happen again in the future. If you need any further assistance or help please do not hesitate to contact the surgery Thank you Carley Branch Manager
-
Review titled Telephone appointment
Rated 3 stars out of 5
by L Robinson - Posted on 01 April 2023
I managed to get a same day telephone appointment, which in itself was unexpected but pleasantly received. The doctor called promptly , was courteous and listened patiently. All in all, I was very happy with the service I experienced today.
Visited March 2023
Review titled Princes Park Medical Ctr
Replied on 20 April 2023
Dear L Robinson Thank you so much for your feedback, it is really appreciated. I am really pleased that you managed to get a same day telephone appointment and that the the GP called you promptly and was able to deal with your call efficiently. I will pass your feedback onto all staff at the surgery. Thank you again for taking the time to write this review. Carley Branch Manager
-
Review titled Ridiculous
Rated 2 stars out of 5
by Kay - Posted on 17 February 2023
I registered for the practice in December 22 and tried to book an appointment for the first time in February 23, I promptly started calling the surgery at 8am and for 13 minutes staright I got the busy tone. I finally joined the queue at 8.13am where the automated service told me I was number 6 on the queue. Finally at 8.50am I got through to a receptionist who announced to me that there were no more appointments. Why did I have to wait on a call for the good part of 40 minutes only to be told there were no appointments. Why can't the automated system let me know not to bother wasting my time and just go to A&E? The urgency of my situation or any attempt to find a suitable alternative wasn't considered or offered. The only positive was that the receptionist was understating and acknowledge their process was shambolic!
Visited February 2023
Review titled Princes Park Medical Ctr
Replied on 21 February 2023
Dear Kay Thank you for your feedback. I apologise for the service you have received and that you have found it difficult to talk to someone. I will look into the phone system and i assure you we will do all we can to manage this and to fix any problems. I understand this must be extremely frustrating. I hope you experience a better service with us, next time you call. Thank you Carley Practice Manager
-
Review titled Terrible phone system
Rated 2 stars out of 5
by Anonymous - Posted on 10 February 2023
Calling this GP is always a nightmare. I have never had a call answered in under an hour regardless of the time of day I call. I have called and been 3rd/4th/5th in queue yet it still takes over an hour for the phone to be picked up. This is something that really needs attention
Visited February 2023
Review titled Princes Park Medical Ctr
Replied on 13 February 2023
We are so sorry to hear you are having problems getting through to the surgery. We have installed a new telephone system and due to the concerns raised we are asking the technicians to check the system.You should not be waiting for that length of time for a call to be answered and we hope we can get this issue rectified as soon as possible. We apologise for any inconvenience this may have caused. Regards Dawn Slater Patient Safety and Quality Manager
-
Review titled Terrible service
Rated 1 star out of 5
by Anonymous - Posted on 16 February 2023
Spoke to the receptionist who wants to send me all the way to Sittingbourne for a b12 injection that takes 2 seconds, I was due to have this on Tuesday but my appointment was cancelled no one bothered to tell me until I got down there. Its already 2 weeks over due there is no duty of care and was told I would be called back after the receptionist had spoken to the doctor, regarding how long I have to wait. Bearing in mind I'm already almost 3 weeks over due and was told by the doctor it's important to have them on a 3 month regular basis. I find it hard to be told there are no appointments until the 13th march unless I travel to a different town that is not near me at all. This surgery has really gone down hill. They just expect you to get on with it well it isn't good enough. I'm now really stressed out cause I can't have a simple 2 minute injection thank you!!!
Visited February 2023
Review titled Princes Park Medical Ctr
Replied on 21 February 2023
Dear patient Thank you for your feedback. I apologise for the experience you have received and that the service wasn't what you expected. I am disappointed to hear this. I understand this must be extremely frustrating. If you wish to discuss this anymore or you still need to book an appointment for your B12, please do call me or come into the surgery. We do always try where possible to book patients into their nearest surgery. I will pass your feedback on and do my best to ensure that this doesn't happen again. Thank you Carley Practice Manager
-
Review titled Phone lines are a shambles
Rated 3 stars out of 5
by Anonymous - Posted on 08 February 2023
Initially had such a postive experience of calling up and getting an appointment and getting referred within a week but then attempting to call the GP back to get results I rang and was initially number 4 in the queue went down to next in 20 minutes then proceeded to wait for another 50minutes just with the phone ringing. I am unable to get through at all now. If the phone times could be sorted out then this really would be one of the best GP's I have been at but there needs to be other means of getting through.
Visited February 2023
Review titled Princes Park Medical Ctr
Replied on 13 February 2023
We are so sorry to hear you are having problems getting through to the surgery. We have installed a new telephone system and due to the concerns raised we are asking the technicians to check the system.You should not be waiting for that length of time for a call to be answered and we hope we can get this issue rectified as soon as possible. We apologise for any inconvenience this may have caused. Regards Dawn Slater Patient Safety and Quality Manager