Reach Healthcare
Walderslade Village Surgery, 62A Robin Hood Lane, Chatham, Kent, ME5 9LDContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Thank you
Rated 4 stars out of 5
by Jon - Posted on 07 June 2024
Due challenges re process getting a prescription approved, visited Walderslade Village Surgery. The lady on reception went out of her way to ensure request was fulfilled and we were able to collect much needed medication from pharmacy the following morning. Thank you
Visited June 2024
Review titled Reach Healthcare
Replied on 26 June 2024
Dear Jon, Thank you for taking the time to leave us feedback. We are pleased our receptionist was able to assist with your issue and that you got the medication you needed. We value your feedback and will pass this on to the team. Many thanks, Reach Healthcare
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Review titled Appointment booking
Rated 3 stars out of 5
by Anonymous - Posted on 31 May 2024
Day 3 of trying to get an appointment online and on phone... Anima app not allowing me to put in a request...8.15 App is closed no more appointments. And still on hold in the queue at number 3. Not an ideal set up for appointments
Visited May 2024
Review titled Reach Healthcare
Replied on 26 July 2024
Dear patient, Thank you for taking the time to leave feedback for the practice. We are sorry to hear you couldn't access Anima online. Please do call the practice so one of our reception team can complete an Anima on your behalf. We appreciate that in the past there were lengthy waits for calls to be answered but since changing our phone systems and processes we are pleased to say this is no longer the case and our average overall call waiting times are 5-7 minutes. We are continuously reviewing processes to improve patient experience. We hope this information helps. Many thanks, Reach Healthcare
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Review titled Positive Appointment
Rated 3 stars out of 5
by Anonymous - Posted on 17 July 2024
After many months, I finally spoke with a paramedic at the Walderslade Village Surgery and for the first time felt as though this was a very positive appointment
Visited May 2024
Review titled Reach Healthcare
Replied on 26 July 2024
Dear patient, Thank you for taking the time to leave feedback for the practice. We are pleased to hear you were left feeling positive about your recent contact with the practice. We will pass your comments on to the team. Many thanks, Reach Healthcare
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Review titled Great receptionist!
Rated 4 stars out of 5
by Anonymous - Posted on 22 May 2024
Thank you to receptionist (A) - She was friendly, efficient, proactive and felt like she wanted to help!
Visited May 2024
Review titled Reach Healthcare
Replied on 26 July 2024
Dear patient, Thank you for leaving such positive feedback! We are pleased our receptionist was able to help and that you were pleased with your recent contact with the practice. Your comments will be passed on to the team. Many thanks, Reach Healthcare
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Review titled Very disappointing
Rated 1 star out of 5
by Meg - Posted on 01 June 2024
I used to be very impressed and happy with Reach Healthcare but now its absolutely disappointing. You cannot get an appointment even though I phone up everyday, use the app and going down to the surgery. Receptionist not helpful and an awful attitude.
Visited May 2024
Review titled Reach Healthcare
Replied on 07 October 2024
Dear Meg, We are sorry to hear you are unhappy with the service you have received from us. If you would like to discuss your concerns further please send us an email with your name, date of birth and contact number to kmicb.feedback.reachhealthcare@nhs.net and a member of the management team will contact you. Many thanks, Reach Healthcare
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Review titled Very poor
Rated 1 star out of 5
by Anonymous - Posted on 12 April 2024
This surgery's level of care is shocking and soon, if not already, there will be serious consequences for patients. I am on a 1 year smear recall and booking a smear test is always extremely difficult. The lack of appointments is concerning and many woman will give up trying to book their this life saving test. I was offered 3 dates only in the near future. This needs reviewing ASAP. I also had blood tests, assumed no news was good news,only to be informed months later by the GP that the note on my results was to see the nurse as my blood sugar levels were high and possibly at risk of pre-diabetes. This is a serious oversight. How can I correct it if I am not told? I work at a GP surgery in Maidstone and although I can understand the pressures of the NHS, the quality of care is shocking compared to elsewhere. Do you not care if women have cervical cancer and diabetes untreated due to the practice's incompetence?
Visited April 2024
Review titled Reach Healthcare
Replied on 16 July 2024
Dear patient, Apologies for the delay in responding to your feedback. We are sorry to hear of your experience. Please contact us at kmicb.feedback.reachhealthcare@nhs.net with your name and date of birth if you wish to discuss this further. Many thanks, Reach Healthcare Many thanks, Reach Healthcare
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Review titled Blood test waiting list,
Rated 3 stars out of 5
by Will Stevens - Posted on 30 April 2024
Colitis flare up being treated with medication. Having to wait 10 days plus to have bloods taken. Not very good if serious . A simple blood should be done straight away
Visited April 2024
Review titled Reach Healthcare
Replied on 26 June 2024
Dear Mr Stevens, Thank you for taking the time to leave feedback for the practice. We understand that this must have been frustrating for you. We understand there is a couple of weeks wait time for appointments with the community phlebotomy service. In turn this means the practice phlebotomy appointments have also been filled quicker than expected. We now have another trainee nursing associate trained in phlebotomy so hope this helps to reduce wait times for patients in future. Many thanks, Reach Healthcare
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Review titled Shocking experience
Rated 1 star out of 5
by Shaun Meekins - Posted on 05 April 2024
My elderly mother (who has potentially had a mild stroke) was made to wait in excess of 80 minutes for her appointment with no explanation from reception at the surgery. This, coupled with the total lack of appointments and a message today to say that 3 doctors have called in unwell, is an example of why we need a complete transformation of services. People who are genuinely unwell now also face the fear of anxiety in not getting to be seen. Even if you phone the surgery at 8am (which is our preferred option as the online service only sporadically works) you are expected to be 10 or 20 down in the queue and we quite expect that our efforts in getting to be seen are wasted. This is why 111 is over run. I just don’t know where it has all gone wrong it’s just totally unacceptable and bigger powers need to be held responsible.
Visited April 2024
Review titled Reach Healthcare
Replied on 05 December 2024
Thank you for taking the time to share your feedback. I am sorry to hear about your experience, which clearly fell below the standards we strive to achieve. We apologise for the amount of time it has taken to respond, if you would like to discuss this further or need support with your mother’s care, please contact us directly at kmicb.feedback.reachhealthcare@nhs.net Kind regards, Reach Healthcare Management Team
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Review titled Staff great, system not so !
Rated 3 stars out of 5
by Mr.FairView - Posted on 20 March 2024
No wonder everyone ends up at their local hospital! What does it take to get an appointment? Try ringing and when you get through all appointments gone.Staff suggest try Anima app. So when you are able to log in ,a convoluted series of questions entail.Most times you have a window of 5 minutes to be accepted and then informed 'sorry try again tomorrow '! People want the old system back,ring up ,look in diary,get an appointment. Shameful that this is what healthcare has come to. Stop talking about tax cuts and spend the money on NHS. Mind you ,if we can't fix a pothole,what chance on the bigger issues!
Visited February 2024
Review titled Reach Healthcare
Replied on 25 November 2024
Dear Mr Fairview, We apologise for the delay in responding to your comments. We are sorry to hear you have had a negative experience with Anima. We are constantly reviewing our practice processes to continually improve the services we provide to our patients. Anima is our online triage platform and all requests submitted are triaged by a GP who then decides on the most appropriate treatment plan. Patients have the option of using Anima themselves or if unable to do so you can contact us via phone and one of our team will process this on your behalf. We hope this information helps in some way. Many thanks, Reach Healthcare Management Team
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Review titled Awful
Rated 1 star out of 5
by Anonymous - Posted on 08 January 2024
Staff are rude. Drs ok but only if you can see them. Same response about going online from surgery. I have not seen a gp for over 2 years face to face. No wonder hospitals are struggling as people have to use a&e or meddoc just to be seen. It is an appalling surgery. No excuses about anima or whatever it’s called. It’s you and your rude unhelpful staff who need to be re trained in empathy and being helpful. All you ever get is their miserable voices or faces and computer says no
Visited January 2024
Review titled Reach Healthcare
Replied on 27 February 2024
Dear Patient, I am sorry to hear you are unhappy with the service you have received from the practice. If you would like to discuss your concerns further please send us an email with your contact details to: kmicib.feedback.reachhealthcare@nhs.net