Temple Hill Surgery
St Edmunds Church Living, St. Edmunds Road, Dartford, Kent, DA1 5NDContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Unacceptable
Rated 1 star out of 5
by Anonymous - Posted on 04 October 2024
Had surgery on 28/09/24 and was discharged under the care of my GP was advised to make an appointment to see the doctor within 5-7days to check all is well. Been calling all week and unable to get an appointment and not able to see my doctor or nurse. Reception supervisor very rude and told me to go to A&E or urgent care centre even though I’m unable to drive as they are prioritising flu vaccines and unable to offer me an appointment until the end of October. This has to be the worst doctors surgery and needs addressing
Visited October 2024
Review titled Temple Hill Surgery
Replied on 04 October 2024
Dear Anonymous, Thank you for your review. It is flu season and this unfortunately takes priority at the moment. If you sugested to the reception that your situation was an emergency, you would have been rightly advised to go to A+E. However, I am unsure why you have insisted on calling all week when you could have simply filled in an Econsult and got an appointment within days. As I am writing this at 2.55pm on Friday 4th, I have Econsult appointments on Monday 7th still unfilled. Calling on the phone should be for emergencies and they all go first thing in the morning. A routine post op review does not require that. There are very few other surgeries that have the appointment availability that we have. If I had your name, I would have booked you a Monday appointment right now. Hope that helps. Dr Wole Olarinmoye GP Principal and Trainer
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Review titled Terrible experience
Rated 1 star out of 5
by Anna Ward - Posted on 18 October 2024
Saw the doctor and when I explained why I was there and showed the Dr the area of my body I was talking about, I was laughed at and told it wasn't a lump. I explained it was beneath the surface and she further laughed saying "we all have these". I wasn't aware of this - hence me seeking medical advice. I then proceeded to dress again and whilst doing this, Dr took out her mobile phone and sat looking at her mobile phone, not looking at me. It wasn't clear that the appointment had come to an end so I then prompted the doctor who said "just keep an eye on it" and carried on looking at her phone until I left the room. Really disappointing experience - and rude!
Visited October 2024
Review titled Temple Hill Surgery
Replied on 24 October 2024
Dear Anna, thank you for your feedback as this helps us improve. We do apologise for your experience. I discussed with the doctor and she apologises for your experience. She explained that she wasn't in any way laughing at you but she was trying to keep things light hearted to allay your concerns. She apologises if her intention was misunderstood. She acknowledges that she was on her phone but she was trying to verify that the information she gave you was the up to date information. On hindsight, she realises she should have done this on the computer screen so you could see what she was doing. Please allow me to highlight the positives that did occur. You filled in an Econsult on the 15th of October, you were contacted on the 16th of October and offered a face to face appointment on the 18th of October which you attended. In these current climes of challenging access due to very high demand in the NHS, Temple Hill Surgery is happy to stand out as providing very good access to appointments for our patients. Once again, thank you for your feedback as this helps us improve. Dr Wole Olarinmoye GP Principal and Trainer
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Review titled Rude Receptionist and Poor Practices
Rated 2 stars out of 5
by Anonymous - Posted on 29 July 2024
I received a call during work hours from a withheld number and did not answer due to being in a meeting. The number called 4 times in close succession and I had to mute it because it was disturbing my call (I was talking at the time). I listened to the voicemail after my meeting had ended and it was the pharmacist from Temple Hill Surgery, asking me to call back him back. The number was withheld, so I couldn't call back, so I called Temple Hill Surgery directly. I waited on hold for 30 minutes before giving up and going back to work. The following morning I called again and got through to reception and explained the situation. The receptionist said I should have picked up and said "don't be lazy", before eventually "doing me a favour" and booking in an appointment for a call. 1. I was not notified that there was any appointment, it was booked unilaterally and I was simply expected to be available at 15:00 on a work day. 2. I should not be subjected to insults and condescension when trying to return a call. Please do better.
Visited July 2024
Review titled Temple Hill Surgery
Replied on 30 July 2024
Dear Patient, thank you for your review. Reviews enable us to monitor our practice and help us improve. I am concerned that you have reported that one of our receptionists told you not to be lazy. The context is not clear from your review, but all our calls are recorded so it would be very helpful for us if you can contact us with your name and we can find our exactly what happened. If you were not expecting a call, I fully understand your concern and I apologise for what has transpired. We look forward to hearing from you to resolve this properly. Dr Wole Olarinmoye GP Principal
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Review titled Waste of time...
Rated 3 stars out of 5
by Maud - Posted on 26 July 2024
I had a telephone appointment with a GP today. I was not given a time, just told it would be in the 'afternoon'. Bearing in mind that from the time you request an appointment to the date you are given, it it at least a week on average. Also, if you have the misfortune of trying to call the surgery for an appointment you can be waiting for 30 minutes to be answered. I received missed calls at 12:15pm and 12:52pm because I was working. I then had a message stating I would need to book a new appointment. If you cannt give a specific time for an appointment you should at least provide a one hour window that the patient can expect a call in. Don't penalise people for working as most people cannot have a phone with them fir the whole 'morning' or 'afternoon'. Thus isn't an appointment, it's a timeframe. Nobody likes to have their time wasted.
Visited July 2024
Review titled Temple Hill Surgery
Replied on 30 July 2024
Dear Maud, thank you for your review. Most companies that provide a telephone service usually provide a time frame rather than a specific appointment as things can change. The doctor sent you a text as she could not leave a voice message and wanted you to be aware she had tried to make contact. I do understand you are upset, but I am rather surprised you felt the need to place this review. In the past month you have spoken to clinicians on 3 occasions all arranged via Econsults with you getting appointments within a few days of placing the Econsult. In addition to that you have had tests done in the surgery. This is excellent service provision not available in many other surgeries and I hope you do not mind me mentioning this for context. Dr Wole Olarinmoye GP Principal
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Review titled Improved massively
Rated 5 stars out of 5
by Cliff hart - Posted on 20 May 2024
This practice is now probably o the best in dartford now. In last two years they have been so efficient and helpful with me , I can only say thank you . I have been suffering with mental health and had a appointment last month which was dealt with very sympatheticly. The doctor gave me ideas and practical helpWell done Surgery!
Visited January 2024
Review titled Temple Hill Surgery
Replied on 30 July 2024
Dear Cliff, Thank you so much for your review. We really appreciate your feedback. Most people only remember to add reviews when they are unhappy so this is really encouraging. Thanks! Dr Wole Olarinmoye GP Principal
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Review titled Appalling service
Rated 1 star out of 5
by Anonymous - Posted on 11 January 2024
Called to book an appointment and receptionist very rude and unhelpful. Whoever answered the phone did not want to listen at all and instead was telling me to call the next day from 8am to book with a GP regardless if it was urgent or not. How come that there is no difference on the booking system if you do not need an urgent appointment? This clearly needs to be reviewed. They rarely give appointments face to face with GP and when you finally manage to book a telephone one, no time given and doctors call very late. Do we have to sort our health problems privately? Shameful primary care.
Visited January 2024
Review titled Temple Hill Surgery
Replied on 30 July 2024
Dear Patient, Thank you so much for your review. We apologise that you did not feel heard or listened to. We do have a means in place for people who do not need an urgent appointment. It is called Econsult, available from the NHS app or our website. As I am writing this, our Econsult appointments are available within 2 days and when stretched, usually within a week. Due to the significantly increased demand in the NHS, we provide more telephone appointments which can be converted to face to face appointments if needed. All established companies who provide a telephone service like British gas provide you with a time frame, usually morning or afternoon as things can change quickly. Unfortunately, with the state of play in the NHS at the moment, we do not have the capacity to offer everyone face to face appointments. Hospitals are currently running waiting times of several months or even years in some cases to be seen or even spoken to. The efforts of primary care teams across the country should be commended for adapting to the demand and ensuring continued service provision. I do hope this helps to clarify things. Dr Wole Olarinmoye GP Principal
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Review titled Horrendous Procedures in place
Rated 1 star out of 5
by Anonymous - Posted on 13 July 2023
E consults are a good thing however setting a time limit of when they can be completed is not a good thing. Most people are at work between 9 and 5pm so have to take time out of work to complete these during their working day is difficult. I completed Anne consult for a repeat prescription and very quick reply stating I would have a telephone consult on Tuesday for my mum with dementia. She would have run out so I called surgery. I was 14 in the queue which is one of those things. I got through only to be told you cannot request prescriptions over the phone via reception staff ! I was told to use the nhs app or ring another number. I cannot use nhs app as I use it for my medications -My mum has dementia and cannot use internet and does not have internet! I repeated the number was told that was correct. I was given the wrong number! so I had to ring the surgery again - again in a queue of 10 people! I finally got through and was given correct number. When I called I was told they were already at my nominated to chemist to collect. All this had taken over an hour out of my working day. Luckily I have an understanding manager. This is not the case for some people! However the prescriptions were not at the chemist like I was told they were. I feel absolutely disillusioned with the fact that again I have to go through the whole sorry process tomorrow taking time out of my working day to try and get through to the surgery. If you want patients to complete e consults there should be no time limit on when e consults can be submitted because most of us are trying to hold down a job! People of a certain generation who do not have internet access or who have dementia should have the chance to request prescriptions via reception staff!
Visited July 2023
Review titled Temple Hill Surgery
Replied on 19 July 2023
Dear Anonymous, thank you for your feedback. I am sorry you had to go through such a difficult time. Technology is available to help us not hinder us. First I should say that Econsults not meant to be used to request medication. The best way to do that is using the NHS app. Although I can see you have mentioned that your mum has dementia, you can actually be a proxy for her which allows you to manage her NHS account. For those who are not able to use technology, we have a dedicated medication line open from 8.15am to 1.15pm, Monday to Friday. The number is 01322628290. The opening times for the Econsult are approved by NHS England not just what the surgery have put in place. I hope this helps to clarify some of the issues you have had. Thank you once again for your feedback. Dr Wole Olarinmoye GP Principal
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Review titled Very poor practice
Rated 1 star out of 5
by Anonymous - Posted on 31 May 2023
The Lady on reception was so rude ,she spoke over me, raised her voice and would not listen I was calling for an appointment for the west kings down surgery 31/05/23 8am And this is not the first time she has been rude
Visited May 2023
Review titled Temple Hill Surgery
Replied on 02 June 2023
Dear Anonymous, I am sorry to hear that you felt one of our receptionists was rude to you, thank you for letting us know. All our receptionists do their best to help and support our patients. Just to let you know that there are other ways to book appointments such as the Econsult via the NHS app or on our website. If you want us to look into this further, please let our practice manager know as all our calls are recorded. Kind regards Dr Wole Olarinmoye GP Principal
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Review titled Bad medical care
Rated 1 star out of 5
by Adrian - Posted on 04 April 2023
I am writing to express my disappointment and frustration with the service I received at your GP surgery regarding my recent attempt to book an emergency appointment for my back pain. Today, I tried calling the surgery early in the morning, but to my dismay, the line was down. When I finally got through to a member of staff, I explained my situation and requested an emergency appointment, but was told that there were no appointments available. Despite my persistence, the staff member remained unhelpful and unaccommodating. She simply suggested that I call the NHS helpline, 111, and request that they book me in for an appointment. However, when I called 111, they informed me that the surgery does not have this option, leaving me in a state of utter helplessness. As a patient, I am extremely disappointed with the level of service I received from your GP surgery. It is unacceptable that I was unable to book an emergency appointment when I needed it the most. I believe that every patient deserves prompt and efficient medical care, and it is disheartening to see that this was not provided in my case. I hope that you take my complaint seriously and take the necessary steps to ensure that this kind of situation does not occur in the future. I look forward to your prompt response and a satisfactory resolution to this matter.
Visited April 2023
Review titled Temple Hill Surgery
Replied on 02 June 2023
Dear Adrian, thank you for your feedback. I was sorry to hear about your experience. We have a Duty Doctor everyday who deals with emergencies as well as First Contact Physios who are experts in musculoskeletal problems. When all appointments have been used up, the government advice is to signpost patients to other available services like NHS111, the local Urgent Care Centre, and if serious, A+E. I understand you must have been in pain but the advice you were given was the right one under the circumstances. I hope this helps to explain what happened. Kind regards Dr Wole Olarinmoye GP Principal
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Review titled Blood test fail
Rated 2 stars out of 5
by Anonymous - Posted on 18 February 2023
I was booked in for a fasting blood test this Saturday by the surgery. I arrived and was informed that the test could not go ahead because the HCA it's booked with cannot "print the forms." This is really poor delivery of service. I have not eaten since yesterday dinner and it's almost 12pm now. The NHS is paying money to these businesses (GP surgery's) to provide services. They need to be accountable to the public who pay taxes to fund services that should remain 'in house' as obviously, paying agency staff including GPs isn't improving things for the public.
Visited February 2023
Review titled Temple Hill Surgery
Replied on 22 February 2023
Dear Anonymous, Thank you for your review. We want to apologise for your negative experience. By now, you would have been contacted and the problem rectified. We expanded our blood taking capacity to include a Saturday service by another provider. Unfortunately, the clinician did not have your forms. We have corrected the process to ensure it will not happen again. Once again, we apologise for the inconvenience. Dr Wole Olarinmoye GP Principal