The College Practice
50-52 College Road, Maidstone, Kent, ME15 6SBContact details and opening times
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Reviews
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Review titled My experience
Rated 2 stars out of 5
by Yemilet V - Posted on 25 January 2024
I had to run towards the surgery earlier than scheduled because the nurse didn't know what was my appointment for and thinking ut was for blood tests she asked to call or go to the surgery as soon as possible to reschedule. I had to leave work early and go through a lot of traffic to be told to wait until my appointment was scheduled to be seen. I am pregnant, third trimester now, stress is not what I currently need.
Visited January 2024
Provided by Working Feedback
Review titled The College Practice
Replied on 17 July 2024
Dear Patient, Thank you for taking the time in leaving your review. All comments are important to us and something we learn from. I have forwarded your comment to our wider team.
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Review titled No access to appointments for the vulnerable
Rated 2 stars out of 5
by Teresa Rogers - Posted on 14 December 2023
I attended the practice for a blood test on the 12th Dec 2023. While waiting an elderly man went to the reception and asked for an appointment with a doctor. The receptionist told him that the practice did not give out appointments and the man would have to book one using the online facility. He explained that he found it difficult to do this on his phone, she said there was no other way of getting an appointment. He sat down and started to press buttons on his phone. After a while he returned to the reception and explained he was having trouble. The receptionist said that she would not arrange an appointment for him and the only way was to use the online facility. He sat down again - I thought he was going to cry. I was called for my blood test so don't know what happened next. I do know however that it is a breach of the NHS contract for a surgery not to offer a range of access , taking into account the needs of the patient - See the below extract from the regulations. I was very upset to see a vulnerable person being treated in this way. This used to be a wonderful GP practice, this issue needs to be sorted out urgently. "The contractor must take steps to ensure that a patient who contacts the contractor— (a)by attendance at the contractor’s practice premises; (b)by telephone; (c)through the practice’s online consultation tool within the meaning given in regulation ....; or (d)through a relevant electronic communication method within the meaning given in regulation ..., is provided with an appropriate response in accordance with the following sub-paragraphs.
Visited December 2023
Review titled The College Practice
Replied on 15 December 2023
Dear Teresa I am sorry to hear of the service you have witnessed at The College Practice. Your feedback is important to us 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. We have identified the member of the team and will be providing further Training and discussing the feedback directly with them in line with our HR processes. Kindest Regards Sara Assistant Practice Manager
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Review titled Great service
Rated 4 stars out of 5
by Anonymous - Posted on 19 December 2023
Have used the online system twice now in 2 weeks and in both instances have received good service first occasion a doctor called and dealt with the issue and today managed to get a nurse appointment for my mother. The nurse herself was great- supportive, informative and reassuring. On the occasions I have needed to use the practice I have found the reception staff very helpful so thank the college practice. I would recommend
Visited December 2023
Review titled The College Practice
Replied on 25 January 2024
Thank you for taking the time in leaving your review. All comments are important to us and something we learn from. I have forwarded your comment to our wider team. Its lovely to read that my team are always helpful and lovely. Thank you once again.
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Review titled Always helpful
Rated 5 stars out of 5
by Claudia - Posted on 11 December 2023
I never had any issues with this practise the team is always happy and very helpful. Whenever I have something to discuss the doctors are always helpful. Lovely team
Visited December 2023
Review titled The College Practice
Replied on 11 December 2023
Dear Claudia Thank you for taking the time in leaving your review. All comments are important to us and something we learn from. I have forwarded your comment to our wider team. Its lovely to read that my team are always helpful and lovely. Thank you once again. Kindest Regards Sara Hitchen Head of Primary Care
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Review titled Confidentiality Concerns
Rated 3 stars out of 5
by Anonymous - Posted on 02 January 2024
I attended the Allington branch on 22/12/2023 for my scheduled Smear Test. The nurse who I saw was very professional, friendly and reassuring, I couldn't rate her highly enough and she is an asset to the team and patients that the surgery serves. This procedure is one that I find very painful and uncomfortable. The nurse did all she could to make it quick but it is what it is. However, upon finishing the appointment and meeting my partner in the waiting room, he informed me that he could hear me from the consultation room. I had been very quiet (as much as possible given the intimate and embarrassing nature of the appointment) and was mortified that anyone in the waiting room could hear what I was saying or my yelps of pain. The surgery is in a converted bungalow that is wholly inappropriate for use - the examination bed barely fitted into the room and the clinical waste bin (used for equipment that has come into contact with bodily fluids and therefore may pose a risk of cross-contamination) was wedged between the bed and the cupboard as there was so little space available. This meant that I was almost touching the bin and the poor nurse had to bend to the side in order to be able to carry out the examination as she was unable to be in the correct position due to lack of space in the consultation room. This created an uncomfortable experience for both her and I and isn't a fair working environment for anyone to be in who has to carry out regular examinations with a patient on a bed. Patient confidentiality should always be paramount and maintained, including ensuring that the consultation rooms are soundproofed at least to a level where reasonable noise and conversation cannot be heard by anyone outside of the room. There were a number of other people in the waiting room and it is unacceptable that anyone should be able to overhear anything from another patient's appointment. I was mortified when I found this out and it has only served to deepen my embarrassment and reluctance to return. In contrast, the Barming surgery is much better equipped, built and laid-out with considerably more consultation rooms available for staff and patient use. However, it is drastically under-used and I have now been advised that there will not be a nurse available here for the foreseeable future, if again. This is a purpose-built surgery and should be prioritized above unsuitable converted buildings, such as that in Allington, particularly given it's convenient and easily-accessible location and own private, designated parking.
Visited December 2023
Review titled The College Practice
Replied on 17 July 2024
Dear Patient Thank you for taking the time to leave your review and commenting on the service you have received from The College Practice. I am sorry to read that the practice has failed to meet your expectations and as of that of a negative experience. Your comments are important to us and shall be shared with the Senior Management Team as part of our learning and development. If you would like a contact from one of our colleagues, please leave your details via the attached link (below) and one of the management team will be in contact within 3 working days. https://www.thecollegepractice.co.uk/about-us/have-your-say/compliments-and-suggestions/
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Review titled Medically satisfactory, Administratively awful.
Rated 2 stars out of 5
by Michael Evans - Posted on 06 December 2023
I need three monthly Vitamin B12 injections. I cannot complain in any way about the medical treatment I have received. But the administrative arm of the practice that one has to cope with to get that treatment is pretty awful. As stated in other reviews, phoning is nigh impossible. You cannot text or e mail. The e-Consult service is hit and miss. So:- Latest injection due 3rd Nov. 26th Oct. Letter requesting appointment hand posted into practice letterbox after hours. (Parking difficult during the day.) Someone read letter because an ampoule of hydroxocobalamin included with my next batch prescription. But no appointment given. 9th Nov. Second letter hand posted requesting appointment: No response. 20th Nov. Tried to make contact via e-Consult: No resonse! In the interim, purchased B12 tablets from a pharmacy to tide me over as was beginning to experience symptoms of insufficient Vitamin B12. Via a surgery employee known to my wife, we found out that a certain pathway of the e-Consult service doesn't seem to work and they cannot work out why. (Why use it then??) A different pathway was suggested. 22nd Nov. Contacted surgery via suggested e-Consult pathway. Instead of requesting an appointment, asked to speak to a doctor. Reason: I had decided that I was not going through this performance once every three months for the rest of my life and would self medicate if the doctor would not prescribe B12 tablets instead of injections.(especially as exactly the same thing happened in August, when last injection due. i.e. No response from e-Consult appointment request.) The e-ConsuIt of 22nd Nov got through. Received a text saying that a telephone appointment with a doctor had been arranged for 6th December. One Month and 3 Days after the Due Date of the Injection!! Doctor phoned and readily agreed to prescribe B12 tablets instead of the injections. Thank goodness I won't have to try and contact the surgery over this any more......and please, don't send me one of the bland apologies that I have seen following other reviews.
Visited November 2023
Review titled The College Practice
Replied on 11 December 2023
Dear Michael Thank you for raising your concerns and I am sorry for the issues you have received from the surgery. I understand a member of my Senior Management team have been in contact to discuss your feedback and to investigate further. Please do not hesitate to contact me if you you wish to discuss further. Kindest Regards Sara Hitchen Head of Primary Care
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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