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 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
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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
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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
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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
Reach Healthcare has not yet replied.
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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
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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.
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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.
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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