The College Practice
50-52 College Road, Maidstone, Kent, ME15 6SBContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled No service
Rated 1 star out of 5
by Graham cantello - Posted on 08 November 2023
Three times I have tried to book a blood test before my appointment with consultant after prostrate cancer. I give a months notice and never find a nurse available at any of the 4 practices available within the month so am forced to travel to hospital for a 5 minute blood test. No good enough and never happened before merger.
Visited November 2023
Review titled The College Practice
Replied on 04 December 2023
Dear Graham I am sorry to hear of the service you have received from the surgery. I understand that you have been contacted from a member of team and that a suitable appointment time has been offered. I hope you do not have any issues in the future but please do not hesitate to contact me or one of the management team at the surgery if needed so we can support you accordingly. Kindest Regards Sara Hitchen Head of Primary Care.
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Review titled Helpful
Rated 3 stars out of 5
by Anonymous - Posted on 24 November 2023
Had trouble with a repeat prescription with Medi Pharmacy but the surgery was able to rectify this promptly and kept me informed
Visited November 2023
Review titled The College Practice
Replied on 04 December 2023
Dear Patient Thank you for taking the time in leaving your review. I have pleased that you found the team helpful and that your prescription was sorted by a member of team. Thank you once again. Kindest regards Sara Hitchen Head of Primary Care
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Review titled Was a great Practice Now appalling
Rated 1 star out of 5
by Anonymous - Posted on 13 November 2023
Don't very often need a doctor. last saw one 4 years ago. Need to see one now for chest infection, E consult is useless, as keeps telling me I need to be seen by a doctor as they cant help. Unable to book appointments on line as going round in circles, Unable to get through on the phone lines always busy. Next step take myself to A & E and put more stress on that system. Have been with this surgery since I was 18 now 67. Never have I known the service so appalling I'm disgusted in the service they are providing.
Visited November 2023
Review titled The College Practice
Replied on 04 December 2023
Dear Patient I am sorry to hear of the service you are experiencing from the practice. If you could kindly forward your details to us via our Comments and Suggestions link, we will arrange for one of the management team to contact you to discuss your concerns and the experiences you have/are receiving. Please contact us at:- https://www.thecollegepractice.co.uk/about-us/have-your-say/compliments-and-suggestions/ Kindest Regards The College Practice PALS team.
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Review titled Great advert for private medicine
Rated 1 star out of 5
by Anonymous - Posted on 24 October 2023
Telephone system is appalling. It takes well over a minute of automated info each time you try to call to be told the phone queue is full. If you get to join the queue within 5 attempts, buy a lottery ticket because your luck is in. Request a call back - because if you make it to join the queue it will take up to 2 hrs to get to the front of the queue and get the call back. 2 hours of the on hold music if you don't will have you crying and rocking in a corner. "Next" available appointment to discuss test results was nearly 3 weeks later - having waited nearly the same for the blood test. You get a 5 hour window in which the Dr may call. Even Hermes used to give a 2 hour slot. Then the Dr doesn't actually call so you go back to trying to join the phone queue. Wait over 90 minutes to get a call back. Apparently the Dr has a full clinic - so why give a time slot at all if 2 hours after that slot there is no call? More than 7 hours by the phone so far. Can't comment on clinical staff because can't actually speak to them!
Visited October 2023
Review titled The College Practice
Replied on 02 November 2023
Dear Patient I am sorry to hear of the service you have received from The College Practice. Your feedback is important to us at and has been taken very seriously by our senior management team. All feedback provided by patients are reviewed and discussed at our senior managements meetings. Following these meetings we continue look at ways we can improve our services and identify any learning outcomes. To help us get a more understanding of the service you have received, please could I kindly ask if you could complete the link below so one of team can get in contact with you and discuss your concerns further. https://www.thecollegepractice.co.uk/about-us/have-your-say/compliments-and-suggestions/ Kindest Regards Sara Hitchen Head of Primary Care
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Review titled Appalling Service
Rated 1 star out of 5
by Raymond Collings - Posted on 30 October 2023
Waited for 20 mins in a queue to book in to be told I would have to come back as I was too late. Others behind me been waiting for 30 mins. Machine to book in not working again!. Only one on reception. Others in the queue grabbed other members of staff to get booked in. I tried but they had made themselves scarce. It’s quicker for me to walk to College Road which is about 12 minutes walk away than try to get through on the phone. At least there is usually more on reception so the queue is not as long. Never get to see a Dr. With my current issue I have had 2 home consultations, one with a Dr. Then given an appointment which was with a nurse who said. I have no idea have a blood test which took forever to book. No change so another phone call with a Dr who when I responded as his reply was confusing booked me another appointment with a nurse. Could it get worse?
Visited October 2023
Review titled The College Practice
Replied on 02 November 2023
Dear Mr Collings I am sorry to hear of the service you have received from the practice. Your feedback is important to us at The College Practice. The management team take all patients feedback very seriously and continue look at ways we can improve our services and identify any learning outcomes. Please could I kindly ask if you could complete the link below so one of team can get in contact with you and discuss your concerns further. https://www.thecollegepractice.co.uk/about-us/have-your-say/compliments-and-suggestions/ Kindest Regards Sara Hitchen Head of Primary Care
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Review titled Do Not Use this Surgery
Rated 1 star out of 5
by Anonymous - Posted on 25 October 2023
Service is appalling, too many patients, you can never get through on the phone. The surgery is dealing with people who need help and they dont seem to care, tried numerous times last week to get an appointment, as did my partner. Got through to reception and was told no appointments and to go to hospital, no wonder the hospitals cant cope. Did not go to hospital and drove to surgery and asked a very nice receptionist to make an appointment, she said she shouldnt but could understand it was urgent. Had a telephone appointment booked for next day. Doctor has still not called 48 hours later. Absolutely shocking approach to patient care. This is not the first time we have had a bad experience with the surgery. If this was a business they would have closed due to no customers. Tried to get in with another local doctor and been told if you have a doctor you cannot move surgeries.
Visited October 2023
Review titled The College Practice
Replied on 02 November 2023
Dear Patient I am sorry to hear of the service you have received from the practice. Your feedback is important to us at The College Practice. The management team take all patients feedback very seriously and continue look at ways we can improve our services and identify any learning outcomes. Please could I kindly ask if you could complete the link below so one of team can get in contact with you and discuss your concerns further. https://www.thecollegepractice.co.uk/about-us/have-your-say/compliments-and-suggestions/ Kindest Regards Sara Hitchen Head of Primary Care
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Review titled Great Customer Service
Rated 3 stars out of 5
by Raymond Collings - Posted on 30 October 2023
I know this practice gets a lot of negative feedback, I have done so myself but my experience at the College Road Surgery today was excellent. I turned up at the surgery for a 12.40 appointment which due to an administrative error had not been recorded. The lady on the reception desk was very helpful. She didn’t question my explanation and went to speak to a practitioner who agreed to take my bloods even though no appointment was shown on the system. Could have easily sent me away but went the extra mile and sorted it out for me.
Visited October 2023
Review titled The College Practice
Replied on 02 November 2023
Dear Raymond Thank you for taking the time to feedback on the service you had received at the College Road Surgery. Your feedback has been forwarded to the Admin Lead whom has passed your comment to the team members involved in your care. Feedback is always welcomed from patients to help us review our services and maintain good patient care. Thank you once again. Kindest Regards Sara Hitchen Head of Primary Care
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Review titled So Appreciative
Rated 5 stars out of 5
by Christina - Posted on 24 October 2023
Excellent quality of consultation - clear, honest realistic and supportive. Challenges when elderly are many and complex. It is necessary that medical care and review are undertaken with this in mind. It is also emotionally challenging for those supporting elderly loved ones and this must be borne in mind also when communicating. My experience embraced both the patients needs and my needs.
Visited October 2023
Review titled The College Practice
Replied on 02 November 2023
Dear Christina Thank you for taking the time in sending your feedback. Patient and carers feedback are very important to us at the surgery and support the team in their learning and maintaining good practice. Your response has been forwarded to our team. Kindest Regards Sara Hitchen The College Practice
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Review titled Quick response and resolution to issue
Rated 5 stars out of 5
by Tracey Daniel - Posted on 18 October 2023
Noticed improvement in speed of telephone call back and receptionist knowledge and understanding of my issue was solved with acceptable time frame
Visited October 2023
Review titled The College Practice
Replied on 19 October 2023
Dear Tracey Thank you for your positive feedback. I have provided your feedback to the Admin Team Manager. Patients feedback / reviews are important to us at The College Practice and used inline with our Learning Outcomes and implementing Best Practice processes . Kindest Regards Sara Hitchen Group Operations Manager
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Review titled Great service
Rated 5 stars out of 5
by Anonymous - Posted on 06 September 2023
Phoned at 1pm today- 5th in queue-person on the phone was very helpful- offered my daughter an in person appointment (however she was at work so couldn’t take it) she then organised a phone call for her from the duty doctor. The duty doctor called within 2 hours and organised a prescription for my daughter. Very helpful all round and very good service
Visited September 2023
Review titled The College Practice
Replied on 19 October 2023
Dear Parent Thank you for your positive feedback. I have forwarded your review to the teams. Patients feedback / reviews are important to us at The College Practice and used inline with our learning strategies. Kindest Regards Sara Hitchen Group Operations Manager