Reach Healthcare
Walderslade Village Surgery, 62A Robin Hood Lane, Chatham, Kent, ME5 9LDContact details and opening times
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Reviews
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Review titled Shocking
Rated 1 star out of 5
by Anonymous - Posted on 12 August 2023
This surgery is appalling. They seem to think that everyone has access or the know how about online systems. They need to make appointment bookings simpler by patients phoning up to make an appointment and if an appointment can’t be made in Walderslade surgery that day the patient should be offered an appointment in lordswood or another vicinity. My relative went o walderslade to book an appointment on opening, they told her she had to do it online. She explained she didn’t have the know how or equipment to do so. They agreed to do an online appointment for a dr to call her back that day. I went to the surgery at 3pm as she hadn’t received the call to find that they had denied my relative had been there to ask for an appointment. You have a lot of elderly patients and I’m sure most wouldn’t waste their time asking to see a Dr if they didn’t have to stop discriminating and start caring . And please get staff in to answer phone calls requesting appointments. If people are not feeling well they shouldn’t have to come to the surgery to try to book an appointment because they can’t use the online system and no one answers the phone.
Visited August 2023
Review titled Reach Healthcare
Replied on 15 August 2023
Dear Anonymous, The practice moved to a digital triage system in April 2023, all appointment requests are submitted either by the patient or by a receptionist into a system called Anima which enables all requests to be triaged by a GP to ensure all patients are seen by the most appropriate clinician within the required timeframe. To investigate what happened on the date you have mentioned, can you kindly provide the patient details via this secure email: kmicb.feedback.reachhealthcare@nhs.net In terms of access via Telephone I am pleased to report this is much improved, the average wait time for calls to be answered in July was less than 7 minutes. We hope the next time you try to access the practice via phone you will notice this improvement. Many Thanks Practice Manager
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Review titled Still living in covid days
Rated 2 stars out of 5
by Anonymous - Posted on 29 July 2023
Husband phoned after having persistent head pain to make an appointment which is now all online. After attempting to fill in with his symptoms it then told him he couldn’t progress and had to call the surgery! He was offered a phone appointment (which was absolutely useless) and despite the app saying it is urgent, the person he spoke to gave him some links and a prescription for a stronger pain killer. He went to get the pain killers the day after (as he was told) and apparently the pharmacy doesn’t have it. Absolutely useless
Visited July 2023
Review titled Reach Healthcare
Replied on 15 August 2023
Dear Patient, Thank you for your feedback. I am sorry to hear about your experience. The practice moved to a digital triage system in April 2023, all appointment requests are submitted either by the patient or by a receptionist into a system called Anima which enables all requests to be triaged by a GP to ensure all patients are seen by the most appropriate clinician within the required timeframe. We are aware some patients have encountered some issues with setting up accounts, we are currently arranging a date for the patient participation group to attend and help with troubleshooting any issues. To investigate why you were offered a telephone appointment rather than being processed via the correct appointment request pathway can I please ask you to provide your name and date of birth: kmicb.feedback.reachhealthcare@nhs.net I look forward to hearing from you. Many Thanks Practice Manager
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Review titled Reach we dont care
Rated 1 star out of 5
by Anonymous - Posted on 25 August 2023
Impossible to get an appointment im self-employed and its hard to get seen you have to be on the phone before 8am then told to use e consult then 2 weeks later they move to another app, how do you get seen if you work 8 hour shift? Anybody? Both these places walderslade and lordswood need closing and opening under new management sooner or later( prob allready happened) people are going to die. All we want is to ring upand given an appointment even if its in three weeks not this excuse for a surgery. Complete joke.
Visited July 2023
Review titled Reach Healthcare
Replied on 08 September 2023
Dear Patient, Thank you for your feedback. I am sorry to hear you have encountered issues with access. The practice made the decision to move to a new online system called Anima in April 2023. The new system enabled a redesign of the appointment system which is now a total digital triage system. This new system enables every appointment request to be triaged by a high level clinical, thus ensuring each patient is seen by the correct clinician within the time frame required. Historical methods of access were often based upon a first come, first serve system which is a clinical risk. Please be assured the practice does offer advanced access but this is after the online consultation has been triaged by the GP. We are currently reviewing our capacity to enable the Anima system to remain open longer to enable patients to submit requests throughout the day, enabling those who may be at work when the practice opens at 8am to submit a request during a break or at lunchtime. Please be assured patients can still call to request an appointment, the reception team can manually submit a request via our new system everyday until 4:30pm. I do hope this reassures you regarding the appointment system. If you have any further questions or feedback please do get in touch. Many Thanks Practice Manager Reach Healthcare
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Review titled Poor
Rated 1 star out of 5
by Anonymous - Posted on 04 July 2023
Filled in an online request for my husband, regarding skin cancer lesion returning. Had message to say that a telephone appointment would be made. Ten days later after hearing nothing went into reception and they could find the online request but no information about an appointment to be booked. Online booking request system is useless. Filling in the form made me late for work and it's not available by the time I finish.
Visited June 2023
Review titled Reach Healthcare
Replied on 15 August 2023
Dear Patient, Thank you for your feedback. I am sorry to hear about your experience, to enable me to investigate what happened can you please contact the practice feedback email with a name and date of birth: kmicb.feedback.reachhealthcare@nhs.net The online system is open every day from 8am-4:30pm, if it reaches capacity then it automatically closes but the practice does reopen for more submissions later in the day where possible and the reception team can submit manual requests on behalf of a patient before 4:30pm. Many Thanks Practice Manager
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Review titled unfortunately very good
Rated 1 star out of 5
by lee - Posted on 02 June 2023
Come out of hospital give all the paper work to the doctors for a repeat prescription the docsay they sent it to the pharmacy and the pharmacy said they didn't have it so left without pain meds after lung volume reduction surgery so I had to phone 111 to get more meds
Visited May 2023
Review titled Reach Healthcare
Replied on 15 August 2023
Dear Lee, Thank you for your feedback. I am sorry to hear there was a delay in receiving your medication following a hospital admission. If the practice system shows your medication was sent to the pharmacy then the delay may not have been with the practice. I would like to investigate what happened, if you can kindly contact the practice feedback email account with your name and date of birth: kmicb.feedback.reachhealthcare@nhs.net Many Thanks Practice Manager.
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Review titled Wonderful experience after so long
Rated 5 stars out of 5
by Anonymous - Posted on 19 April 2023
I felt the need to leave a review here as for the first time in a very long while, I’ve felt my voice was heard by a health professional and something was done. I had previously spoken with a couple of temporary/locum gps and couldn’t get them to even listen to me and was told on one occasion to be quick as only 5minutes were left !! This time, I luckily got an appointment with a new GP who I think will be a regular gp at reach health and not a locum). She listened to me, She was so kind and explained everything in very nice way and I felt that I didn’t have to struggle. I felt so relieved after talking to her. We need more doctors like her!
Visited April 2023
Review titled Reach Healthcare
Replied on 20 April 2023
Dear Patient Thank you for your feedback. It is great to have your positive feedback and would love to share this with the GP. If you could kindly write into the practice with more details and your name then we can make sure this is shared with the correct GP. Practice Manager
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Review titled How on earth do I get an appointment!!!
Rated 2 stars out of 5
by Derie Anderson - Posted on 05 April 2023
I have a sixteen year old who’s extremely effected by hay fever and I’ve tried for two consecutive days to get an appointment but are met with a recorded message each time I ring to tell me to book online. When I try I get a ‘sorry this practice doesn’t support this’ message. How on earth do I get to speak to someone!!!!
Visited April 2023
Review titled Reach Healthcare
Replied on 11 April 2023
Dear patient Thank you for your feedback. I am sorry that you are having difficulty in trying to book an appointment. Please go to our webpage for Reach Healthcare and complete an e-consult form which will come through to the practice and we will contact you within 48 hours to arrange a suitable consultation. Practice Manager
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Review titled Terrible referral
Rated 1 star out of 5
by Kaye Arnold - Posted on 07 May 2023
I was told by the Dr in March that a referral would be made for ENT depart. I chased 7 weeks later as hadn't heard. I was told it was with the secretary to send out. I then got a letter from secretary to ask me to make my own referral. This has taken over 7 weeks for a secretary to send out a letter......so now I'm seven weeks already delayed......shocking service
Visited March 2023
Review titled Reach Healthcare
Replied on 09 May 2023
Dear Mrs Arnold, Thank you for your feedback. We apologise for the delay in processing your referral. Unfortunately this is unavoidable due to the secretaries immense workload. We are looking into our workforce to improve referral turnaround times. Practice Manager
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Review titled Awful service
Rated 1 star out of 5
by Anonymous - Posted on 29 July 2024
The surgery itself is not a major concern other then you can not book an appointment without using the online system, this in turn does not let you book an appointment or send a request at anytime day or night weekends or weekdays. I early pregnancy with a high risk of miscarriage and I can't get any help at all even when phoning
Visited March 2023
Review titled Reach Healthcare
Replied on 11 November 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
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Review titled Very poor patient care
Rated 1 star out of 5
by James William Brewood - Posted on 28 February 2023
I have lost count of the number of times we have had to contact reception to wait on the phone for ages to chase referrals for medical care. We are told the staff are very busy with a back log of work to do, typing up the forms etc. Unless your medical treatment is a life or death situation this is considered not an emergency. Well it may not be to the doctor but it certainly is to the patient and their family.
Visited February 2023
Review titled Reach Healthcare
Replied on 01 March 2023
Dear Mr Brewood, Thank you for your feedback, and I am sorry that you have not had the service that we would like. Other patients have raised issues about access to the surgery and we are keen to improve this. We are in the process of changing telephone and digital access to improve these matters, and this should help in your case as for instance patients should have direct access to the referral team to keep updated. We are just awaiting a technical upgrade to our system and this feature should be live within the next month. We have a new telephone system and are recruiting more staff so that phone answering times should also improve. It will take a little time to induct and train the new staff but again this should improve very soon. Adrian Young Business Manager