Reach Healthcare
Walderslade Village Surgery, 62A Robin Hood Lane, Chatham, Kent, ME5 9LDContact details and opening times
Patient ratings and reviews
Leave a review
Help others by sharing your thoughts and experiences about Reach Healthcare.
Reviews
-
Review titled Great surgery
Rated 5 stars out of 5
by Viv - Posted on 09 January 2024
Used the anima system for the first time - I like it! Had a same day response from the GP and have an appointment booked for Friday. Much improved from being number 50 in the phone queues. People who are unable to use the phone can still contact the surgery and the admin will process it for them. The staff here are amazing and excellent clinicians.
Visited January 2024
Review titled Reach Healthcare
Replied on 10 January 2024
Dear Viv, Thank you for your feedback. We are glad you are pleased with service we provide. The telephone system and triage system (Anima) were implemented to do just that so we are pleased to hear it has improved patient experience. Your comments will be passed on to the team. Many Thanks, Reach Healthcare
-
Review titled Great GP Practice
Rated 5 stars out of 5
by Anonymous - Posted on 31 January 2024
Contacted the practice via Amina. Had an email response within 10 minutes and an appointment booked for two hours later. The online Amina system was easy to use and the staff at the practice were friendly, knowledgeable and professional. Great service!
Visited January 2024
Review titled Reach Healthcare
Replied on 19 February 2024
Dear Patient, Thank you for your feedback. We are pleased to hear your positive experience with our triage system (Anima) and with our staff. Your comments will be passed on to the team. Many Thanks, Reach Healthcare
-
Review titled Experts at stopping you from making appointments
Rated 1 star out of 5
by Anonymous - Posted on 02 January 2024
Waiting on blood test results that they’ve admitted they’ve had for 13 days but doctor hasn’t read them yet!!! Blood test is for liver function as they’ve over prescribed me painkillers. Terrible place needs closing doen
Visited January 2024
Review titled Reach Healthcare
Replied on 07 October 2024
Dear patient, We are sorry to hear you are unhappy with the service you have received from us. As you have left this anonymously we are unable to get your details to contact you. 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
-
Review titled Lack or service on every level except pharmacist
Rated 5 stars out of 5
by Jeannette - Posted on 05 February 2024
1. Reception staff 1 impeticular is extremely rude 2. No matter how early you call all appts are gone in 10minutes 3. Doesn't matter how much pain you are in and being referred by 111, all was ignored. They just didn't care. I did raise my voice a little but they shout you down and then say they can't help. 4. It doesn't matter if you write an anima form, they call whenever I e advised that I'm a driving instructor and cant always pick up so need a time. They ignore this, call me I can't pick up so they cancel anima. 4. Before Christmas I had issues with my prescription and one of the reception ladies was so so rude. They expect us to be polite but they weren't on this occasion. 5. Recently a lovely pharmacist was helping me with my prescription. He was great and now he's no longer available and my prescriptions are all over the place again and not on my GP app. When I mentioned this they said that wasn't true until she looked. Again I think this was the same reception lady. 6. I'm sick of calling up and filling out animas and getting nowhere. Before cocid this was a fantastic surgery. Now they hide behind receptionists and really dont care about their patients. I'm currently at medway A&E waiting to see a GP. Have already been here 7hrs..... thanks Walderslade for a very consistent disappointing service. I still have no idea who my GP is there..... This review will probably full on deaf ears.
Visited January 2024
Review titled Reach Healthcare
Replied on 19 February 2024
Dear Jeanette, Thank you for your feedback. We have noted your contact with the practice regarding the issues you have raised and you will hear back from us in due course. Many Thanks, Reach Healthcare
-
Review titled No medication
by Anonymous - Posted on 20 March 2024
I have hypertension and it’s very bad I’m hard of hearing so can’t contact the surgery so I have an arrangement to have all of my meds once a week I have struggled leaving the house but as I ran out of drugs as the two weeks supply went wrong once again so I’ve been left with no life saving meds again even though I went to the pharmacy and fell again and asked for my prescription again and they said they will deliver I would call butt being deaf I’ve given up so now I’m hoping I will die maybe then they just might care about people I’m tired get headaches the reason I wanted two weeks one spare is because being in bed most of the time and not hearing the door has major problems but know one cares and I don’t any more so that’s it I will document it as I tried again to get my drugs but have run out again
Visited December 2023
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 and hope this is now resolved. However, if you would like to discuss this in further details please do contact us at kmicb.feedback.reachhealthcare@nhs.net with your name and date of birth and we will look into this for you. Many thanks, Reach Healthcare
-
Review titled Always in Triage expert as appointment denial
Rated 1 star out of 5
by Anonymous - Posted on 05 January 2024
These surgeries are always under a digital triage system because it is overstretched. Triage is usually associated with battlefield and emergency events, ER etc but this place uses a triage system every day, Yet it is still taking on new patients. There seems to be a lack of morality need to provided healthcare. This is just a business and the patients just liabilities
Visited December 2023
Review titled Reach Healthcare
Replied on 27 February 2024
Dear Patient, Thank you for your feedback. We implemented the triage system (Anima) so that a clinician can appropriately review all requests and give the patient the most appropriate care for their medical problem. They may be booked a telephone or in person appointment with the most appropriate clinician from our team of healthcare professionals. We hope the above has explained our triage system in more detail. Many thanks, Reach Healthcare
-
Review titled Absolutely diabolical
Rated 1 star out of 5
by Clay Roper - Posted on 15 November 2023
Despite 2 calls and an actual visit to the surgery it has not been possible to book the follow up appointment they asked me to book . Today the phone appointment that they sent me a message for did not happen . They just do not follow up to get a solution, you need to keep chasing . Most staff seem to try to be helpful but she system just does not work .
Visited November 2023
Review titled Reach Healthcare
Replied on 25 November 2024
Dear Mr Roper, We apologise for the delay in responding to you. We are sorry to hear of your dissatisfaction with the service we provide. We hope that the changes implemented since this feedback have made improvements to the service we provide to the community. Many thanks, Reach Healthcare Management Team
-
Review titled Greatly Improved
Rated 4 stars out of 5
by Jan - Posted on 27 October 2023
The receptionists are lovely and helpful as are the ladies answering the telephones. Used to be holding on being 43rd in the queue, now only 2-5 in the queue. They are very polite and courteous and prescriptions dealt with immediately. Would be nice to be able to go back to the old system whereas you can see a Doctor face to face, rather than being accessed first but that is obviously due to the practice having too many patients on their books and the lack of availability of doctors. On the whole, the practice has really improved in recent months.
Visited October 2023
Review titled Reach Healthcare
Replied on 08 February 2024
Dear Jan, Thank you for taking the time to leave such positive feedback. We are glad to hear that the change of our phone system has improved your experience when needing to contact the practice. The triage system is in place so that a clinician can appropriately review all requests and give the patient the most appropriate care for their health concern. This may be a telephone or face to face appointment with the most appropriate clinician from the team. We are very pleased to hear you feel there has been an improvement in the service we provide and really value the feedback you have given which will be passed on to the practice team. Many thanks, Reach Healthcare
-
Review titled Disappointed
Rated 2 stars out of 5
by Anonymous - Posted on 20 October 2023
Tried to get make appointment online only to be told surgery is at capacity and to try again in couple of days, so phone surgery for an appointment only to be told to go online ,I've tried this on various occasions for different health reasons only to end up with no available appointments, I feel let down by reach healthcare ,I would like to be able to book an appointment or at least be given an option of available dates even if it was a few weeks wait.
Visited October 2023
Review titled Reach Healthcare
Replied on 27 October 2023
Dear Patient, Thank you for your feedback, we are currently reviewing our appointment system to enable submissions to be open longer. The reception team can take appointment requests over the phone, I am sorry you were directed back to Anima when the online portal had reached capacity. I will feed this back to the reception supervisors. Unfortunately as you have left this review anonymously, I am unable to help you with accessing care. Can you kindly contact the practice either by calling or emailing our feedback email kmicb.feedback.reachhealthcare@nhs.net to provide your details so we can get in touch. Many Thanks Reach Healthcare Management Team.
-
Review titled Reach Healthcare Online Consultation Forms
Rated 4 stars out of 5
by Victoria Fairbrother - Posted on 22 September 2023
Today I tried to book a requested appt with my GP using the Anima online system. I need to book a review of my HRT medication. Upon selecting HRT related topics I am automatically lead to answering questions regarding to fertility, and how long have I been trying for baby, and how often do I have unprotected sex with my partner. I am totally furious....I had the menopause at 38 years old, and couldn't have children as a result. I selected HRT and Menopuase releated issue's, so it should not linked to fertility, I think its a given that any woman on HRT or going through menopause can no longer have children. This has really upset me and needs immediate review.
Visited September 2023
Review titled Reach Healthcare
Replied on 29 September 2023
Dear Victoria, Thank you for your feedback, it is essential for the practice to continually improve the services we offer to patients. I have fed this back to Anima who have provided the following response: 'We are having our clinical engineers review our questionnaires at the moment, women's health being one of those which is up for review. We will certainly bear this in mind and make our questioning as sensitive as possible. Certain questions are there to provide the fullest context possible for the attending clinician, but can appreciate that this patient's own individual circumstances made those specific questions particularly tough. Thanks for feeding back to us, it will definitely be taken into consideration as we make changes' Please be assured this is being reviewed, and as a practice we are sorry that the software we use for online consultation caused you some distress. Many Thanks Practice Manager.