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 Brilliant practice
Rated 5 stars out of 5
by Anonymous - Posted on 21 June 2023
I have recently had a child and the experience I have received since birth has been brilliant. I cannot fault it from the reception team to nurses and doctors. Could not recommend enough!
Visited June 2023
Princes Park Medical Ctr has not yet replied.
-
Review titled Confused and disappointed
Rated 3 stars out of 5
by Anonymous - Posted on 05 June 2023
I have been with this surgery for over 30 years, however, just recently I've experienced a few problems. . Repeat prescription not being acted on. . On 22/5/2023 I came to the surgery for a blood test the receptionist advised me she couldn't book me in as her computer was down ( seemed like I was an annoyance)...after a few minutes all seemed to be up and running, therefore, I asked to make an appointment with a nurse (as I usually do) for the blood test results and blood pressure check,( she stated I should be making the appointment to see a doctor not a nurse)! she then went on to tell me she'd got the blood test results!!! I pointed out they were previous results, I was actually there for a blood test, she then offered Wednesday 24th May, I doubted the results would be back by then but she assured me they would, I asked to make it for a week after the blood test...she then asked when I was having the blood test!!! Finally after more toing and froing in a similar vein I managed to make an appointment for today at 3.15 (which I doubled checked at the time) guess what? arrived for my appointment today only to be told it was 3.50!! Perhaps some more training wouldn't go amiss.
Visited May 2023
Review titled Princes Park Medical Ctr
Replied on 13 June 2023
Dear patient Thank you for your feedback, we do appreciate all comments so that we can learn from them. I am really sorry that you were disappointed in the service you received at PPMC recently. I completely understand how you must have felt and how frustrating and inconvenient this must have been. I will address the issue with the member of staff involved and provide feedback to the individual. I hope that this doesn't happen again and i hope next time you visit us you will have a much more positive experience. If you would like to discuss further, please feel free to contact me through the surgery. Once again i really do apologise for the issues you experienced at the surgery Thank you Carley Branch Manager
-
Review titled Technical fault with telephone queue
Rated 3 stars out of 5
by Graham - Posted on 04 May 2023
Confirmed this surgery has a technical fault with their caller queue, resulting in some callers reaching position No.1 but endlessly ringing a phone which is on silent ! Having previously left a poor review because of inability to get through on the phone, I actually drove to the surgery whilst I left my phone on loud speaker still ringing at position No.1 in the call queue. I wanted to see why my call was not getting answered ! On arrival one receptionist was doing admin work with her phone on silent, whilst another was answering calls in the queue, but weirdly my call was still ringing in position No.1 in the queue. The admin receptionist dealt with my blood form I required (very professionally and calmly), and she was intrigued about my call not being answered, and then when she answered her phone, it connected to my mobile. She said she will report this technical fault to the practice manager as the call queue is not operating properly as a single queue split between 2 reception phones, so hopefully when they fix this, poorly patients won't be kept endlessly ringing on a silent phone !
Visited May 2023
Review titled Princes Park Medical Ctr
Replied on 10 May 2023
Dear Graham 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 and unprofessional this must have been for you. I am sorry that your call wasn't answered sooner, this isn't acceptable and i will be investigating. 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. I do hope that your next experience with us will be a more positive one. Thank you Carley Branch Manager
-
Review titled Diabolical service
Rated 1 star out of 5
by Anonymous - Posted on 04 May 2023
You can never get through on the phone. You literally have to call at various times of the day, for days, and the receptionist might answer your call if you're really lucky. When visiting the practice, my wife has witnessed the receptionists both talking ignoring the phone turning it right down or to silent! This is why nobody can ever get an appointment!
Visited May 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 and unprofessional 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. 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. However, it is unacceptable if the team are turning down the volume of the calls and i will be investigating i can assure you. 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 Branch Manager
-
Review titled Excellent communication
Rated 5 stars out of 5
by Rita - Posted on 26 June 2023
I recently registered as a new patient and have had a brilliant experience so far. I was promptly given a telephone appointment to discuss my medical history and family history along with blood tests to double check everything. Communication from the admin team and healthcare professionals was brilliant. Would highly recommend!
Visited May 2023
Review titled Princes Park Medical Ctr
Replied on 05 March 2024
Thank you for taking the time to leave feedback. We are pleased to hear you had a positive experience with our surgery and staff. All feedback is discussed in our clinical and admin meetings to help the surgery to learn and improve.
-
Review titled Poor Practice
Rated 1 star out of 5
by Sarah Steer - Posted on 24 November 2023
2 attempted visits in the last 18 months, both failed. Here’s details: Phone rang repeatedly for over an hour after I’d been holding to get first in the queue! Went down in agony, staff sitting about chatting, empty surgery, no one would see me, ended up in hospital with a serious kidney infection, hospital said if I hadn’t been seen that day I would have had to be admitted, 2 more hospital visits to clear the infection. Currently have a lump in my neck, which I’ve left to see if it goes away on its own, surgery now online triage only, completed my details at 8am, 10 am I’m told they can’t see me and repeat the whole online process at 2.30pm. This surgery has a banner outside saying it’s accepting new patients; absolutely disgusting treatment of patients of 25 years loyalty to the surgery, I feel sorry for the poor pensioners having to go through this process. I have never left a negative review, I am always thankful for our NHS and understand the stresses surgery staff are under at the moment. However, I absolutely do not recommend this surgery. There is zero commitment to patients.
Visited April 2023
Princes Park Medical Ctr has not yet replied.
-
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