Springhead Health
Fleet Health Campus, Vale Road, Northfleet, Gravesend, DA11 8BZContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Cant actually get an appointment
Rated 1 star out of 5
by Anonymous - Posted on 16 July 2024
The doctors at this surgery are great, trouble is you will never actually be able to see one. This is mainly due to two things firstly you ring at 8 am to get an appointment and the phone is engaged for 5-20 mins to then sit in a que of 20+ people to then be told when you get through that there are no appointments available phone again tomorrow or got to urgent care at the hospital. And second E-Consult what a joke that is got a problem put one of these in and you'll be waiting 3 weeks or more for an appointment to get it sorted out. Had an reaction to drugs they issued and when phoning them they refused to even get the doctor to speak with me and told me to go to A&E which i did to be told after 12 hrs of waiting that there was nothing wrong its a reaction to the drugs see you doctor. Trying to get a fit note recently phoned up no appointments did an e-consult booked me an appointment for 3 weeks time. Absolutely useless. Do not go to this surgery they are terrible and they should be ashamed of the service they provide the public.
Visited July 2024
Review titled Springhead Health
Replied on 18 July 2024
Dear Patient, Thank you for your feedback. I do accept that booking an appointment can be difficult at times. The appointment availability does not always meet the demand we face. We do have to signpost patients to other services once our capacity is full. E-consult is an effective online option. All e-consults are triaged and an appointment is booked accordingly. The triage advice may indicate that the patient can be offered a routine appointment which is usually within 3-4 weeks. I appreciate the phone lines can be busy. We do have a dedicated reception team who answer the calls as quickly as possible. It would be really useful to look into your experience so we can identify any areas for improvement. Please kindly email me on feedback.springhead@nhs.net. Thank you. Kate, Operations Manager.
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Review titled Solution Focused Practice
Rated 5 stars out of 5
by Anonymous - Posted on 26 June 2024
I wanted to share my thanks to the receptionist. I had totally forgot that my prescription had gone to Chatham and not the pharmacy next door. Not only did she help me to get a reprint, she advised to talk to the pharmacist next door and if they couldn't help and that I would then need to pick up from Chatham, she would do her best to accommodate any late return.
Visited June 2024
Review titled Springhead Health
Replied on 08 July 2024
Dear Patient, Thank you for your feedback. I am really pleased to hear that you received such great service. It would be really good to share this with the receptionist directly. If you wouldn't mind, please kindly email me on feedback.springhead@nhs.net with the details of the receptionist who assisted you. Thank you. Kate, Operations Manager.
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Review titled Great service
Rated 5 stars out of 5
by Leigh - Posted on 18 June 2024
Have had a good experience of Springhead Health. Have supported me with my diabetes so much so that it’s almost in remission and the reception staff have tried their best to help almost every time. E consult is very useful to me if unable to get through The staff are very supportive and listen, even if they are busy. A good service.
Visited June 2024
Review titled Springhead Health
Replied on 20 June 2024
Dear Leigh, Thank you for your feedback. I am really pleased to hear of the great care you have received from the surgery. All staff, whether it be clinical or non-clinical play an important part in the patient's journey & experience. I have circulated your feedback to the wider team. This will be a great boost for team morale. Thank you. Kate, Operations Manager.
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Review titled More
Rated 3 stars out of 5
by Sanjeet Parmar - Posted on 06 June 2024
I am trying to call reception for last two days but always get into long queues and have to wait for long long time just to speak to reception. Recently waited for 30 min in the queue and my turn came, reception never answered the phone and kept ringing for 7 minutes. At last i had to cut the phone and redial again and join the queue again which is very frustating. Admin / Reception needs a lot of improvement. Also, waiting for daughter's e-consult call from Springhead Health but didn't receive any calls. Had to remind them again after 2 days. It is very had to get in touch.
Visited June 2024
Review titled Springhead Health
Replied on 20 June 2024
Dear Sanjeet, Thank you for your feedback. I am sorry to hear the phone lines were busy when you tried to contact the surgery. Our lines can be very busy at times but the team work very hard to manage the call queues as quickly as possible. All e-consults are triaged and the appropriate appointment date/time is arranged. If you would like me to look further into this, please kindly email me on feedback.springhead@nhs.net. Thank you. Kate, Operations Manager.
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Review titled Website
Rated 4 stars out of 5
by Andrew Mills - Posted on 21 May 2024
Hi, Reception asked me to complete a travel vaccination form and email in for another matter. Your website drop down menu's should include all service options - it was difficult to find the vaccination form and I had to phone for the email address - thanks
Visited May 2024
Review titled Springhead Health
Replied on 23 May 2024
Hi Andrew, Thank you for leaving your feedback. It would be useful to know the nature of your second query. Please kindly email me on feedback.springhead@nhs.net so I can look into this further. Thank you. Kate, Operations Manager
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Review titled Great Communication
Rated 5 stars out of 5
by Anonymous - Posted on 31 May 2024
I had a very good experience with the Surgery in regards to Private MRI Results. From the Receptionist through to the staff in the Practice, they liaised efficiently and quickly about obtaining the Report, MRI Images and making onward Urgent Referrals. With the efficiency of the response to all emails, they have managed to put my Son's mind at ease, knowing that the matter was in hand and action was being taken. We understand that Surgeries are busy, but cannot fault the support provided by the Practice Manager and her Team, they have gone above and beyond, and whilst the Practice Manager went on Leave, her Team have stepped in to continue with the high level of support. Thank you to everyone who has been involved in this matter, truly appreciate everything you have done.
Visited May 2024
Review titled Springhead Health
Replied on 07 June 2024
Dear Patient, Thank you for taking the time to leave your comment. I am really pleased to hear of the great service you have received. Its great to hear of the team work involved that contributed to your smooth and efficient care. I will share this feedback with the wider team. Thank you again. Kate, Operations Manager.
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Review titled Rude receptionist
Rated 3 stars out of 5
by Mark - Posted on 05 April 2024
I came to the practice to pick up a urine sample kit the receptionist gave me the kit and read out loud my symptoms so everyone could hear.I told her I could read as I had received a txt confirming the reason why I needed to do another sample she said she would not bother again.I think medical information is private and not for all the surgery to hear.This is my first bad experience with the surgery but was not happy with her attitude.
Visited April 2024
Review titled Springhead Health
Replied on 11 April 2024
Dear Mark, Thank you for your comment. I am sorry to hear of your experience. I would expect a high level of service for patient contact from our staff. It would be really useful to have further details on this incident so I can investigate fully. Please kindly email me directly on feedback.springhead@nhs.net. Thank you. Kate, Operations Manager.
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Review titled Impressed with the service.
Rated 4 stars out of 5
by Sandra - Posted on 02 March 2024
I have to take up to 10 tablets etc each day and it was suggested a couple of years ago I signed up for Batch Repeats. Which means I get them automatically sent to my nominated pharmacy approx every 8 weeks for 3 batches then I have to ask for them to be re-authorised before the next set of 3 can be issued. To start with there were times when I wished I hadn't bothered, as things got missed out or I hadn't been advised at the start that I needed to request the re-authorisation of the batches. It was a trial and error way of getting the meds in line with each other.But with every set back the Patient Lead member of staff got it sorted for me. Brilliant I thought. This week I sent in my request for re-authorisation and asked if it was possible for them to give me the dates when they would be available to pick up for my Pharmacy. I also asked what I needed to do if I needed to pick up my Batch early due to a holiday away from home. To be honest I thought I was asking a lot of the team as I know they are very busy with Scripts each day. However, after sending my email mid morning I had a reply from the team later that day to say they were processing my request and that once signed off by a Doctor/Clinician the batches would be available on the 3 dates they gave me. They then advised the best way to get a batch early if needed. Finally they advised that I had a Medication Review due and gave me the date and time. I have to say I was very impressed by this and also the time in which they took to reply. This was a major improvement from when I first started this way of getting my meds. So congratulations to the Prescription Team. Personally I feel that the service has improved greatly over the years. I hope it continues in this way in the future.
Visited March 2024
Review titled Springhead Health
Replied on 06 March 2024
Dear Sandra, Thank you for taking the time to leave your feedback. I am glad you have received great service from our prescription team. Its lovely to hear that you have noticed an improvement in the service we provide. I will share your feedback with the prescription team as well as the wider team. Thank you. Kate, Patient Engagement Lead.
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Review titled Terrible practice service
Rated 1 star out of 5
by Anonymous - Posted on 17 February 2024
I had an appointment booked. Thinking I got there 5 minutes early apparently I was 10minutes late whether I got the wrong time or not I was pre warned there may be a wait what happened to the 15miutes rule? Its hard enough getting an appointment at this place let alone getting a highly paid professional refuse to see me when I'm already suffering with Anxiety and Depression. They really don't seem to care about their patients reading the other reviews the lady at reception.who seemed polite enough told me to do the e consult Monday but I explained I will be working during those hours. It seems impossible to get an appointment unless you're not working full time like I am! It really isn't a fair service. I also had my repeat prescription I need for my allergies rejected which is ridiculous as I've had long term Rhinitis since childhood adding to the stress and impossible task of getting the treatment I need! I wish I could join a different surgery as this place is honestly terrible and judging by others reviews and people I've spoke to everybody has said the same about the surgery!
Visited February 2024
Review titled Springhead Health
Replied on 19 February 2024
Dear Patient, Thank you for your feedback. I am sorry to hear of your experience. When a patient arrives late for an appointment, it is at the discretion of the clinician as to whether they still see the patient or not. If the patient is late by 10 minutes or more, their entire appointment time has passed and in most cases, the patient will not be seen. It can prove difficult to see patients who arrive late as this impacts other patient's appointments. I would like the opportunity to look into this for you, as well as the prescription issues, please kindly email me on feedback.springhead@nhs.net. Thank you, Kate, Patient Engagement Lead
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Review titled Unfortunately not a great start
Rated 1 star out of 5
by Anonymous - Posted on 23 February 2024
As a healthcare professional myself I feel saddened that I feel compelled to write a review. I rarely access my General Practice being a relatively fit young female, and on this occasion I’m just seeking consultation regarding a skin concern. Of course I sat on hold for 30 mins gone lunch, as to be expected, as did not want to bother them first thing as it’s not an emergency appointment, a future appointment would suffice. The receptionist I spoke with was quite abrupt, dismissive and to be honest not interested - we have no same day appointments, call back 8am Monday or submit an econsult. I explained it’s not an emergency requiring a same day app, just a routine skin check, which given the drive to assess skin ca and timely diagnosis I would like to think general practitioners would be hot on this. I get the pressures and sheer amount of numbers, and econsults help to triage and allocate the right healthcare professional, however a little compassion and empathy would go a long way. I know this General Practice is not alone in facing its battles, but it is unfortunately a stark reflection of our current health service. Nonetheless, I will try again on Monday!
Visited February 2024
Review titled Springhead Health
Replied on 26 February 2024
Dear Patient, Thank you for leaving your feedback. I am sorry your experience was less than satisfactory. We have recently reviewed the appointments and this led to us increasing the availability for pre-bookable appointments. Of course, all appointments are subject to availability. I would like the opportunity to look into your experience directly. All feedback is an opportunity to improve the service we provide. Please kindly email me on feedback.springhead@nhs.net. Thank you. Kate, Patient Engagement Lead.