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 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
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Review titled Extremely helpful
Rated 5 stars out of 5
by Julie Martin - Posted on 14 August 2023
After having issues with 111, contacted the Surgery, i could not have been more pleased/ happy with how the Doctor and Receptionist dealt with the problem. Thank you for the kindness,understanding and help that was given.
Visited August 2023
Review titled The College Practice
Replied on 19 October 2023
Dear Mrs Martin Thank you for your positive feedback. I have provided your feedback to the team. Patients feedback / reviews are important to us at The College Practice and are used inline with our Learning strategies. Kindest Regards Sara Hitchen Group Operations Manager
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Review titled Personal Help
Rated 4 stars out of 5
by Anonymous - Posted on 01 August 2023
I rang the surgery because I need help with getting the appropriate care. I have both physical and mental health problems. The lady I spoke to was really patient and checked their systems for me. She then talked me through their online portal so I could use it in future. What I really appreciated was that she stayed on the phone with me while I was online and then checked I would be able to use it again.
Visited August 2023
Review titled The College Practice
Replied on 10 August 2023
Dear Patient Thank you for taking the time to leave your review and commenting on the service you have received from The College Practice. 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/ Thank you once again. Kindest Regards Sara Hitchen Group Operations Manager
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Review titled Appointments
Rated 1 star out of 5
by MRS DOROTHY W O'NION - Posted on 22 August 2023
No help even when you finally talk to the reception. One can not get hold of them because line is busy from 0800am all day. And the website is not easy to find what you need. Useless
Visited August 2023
Review titled The College Practice
Replied on 19 October 2023
Dear Mrs O'Nion I am sorry you have been having issues contacting the surgery. I am pleased to inform you that we have now recruited an additional x3 Call Handlers. I hope you will be able to see an improvement of the service, when you next need to contact the surgery. Your feedback is important to us at The College Practice, we review all our reviews and implement learning from the information that is provided to our wider team. Kindest Regards Sara Hitchen Group Operations Manager
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Review titled No chance to speak to anyone
Rated 3 stars out of 5
by Anonymous - Posted on 12 July 2023
Don’t understand why I can’t get appointment at surgery as I ring at exactly 8.00 but all I am told to ring back have tried 11 times in one day and still can’t speak to anyone
Visited July 2023
Review titled The College Practice
Replied on 10 August 2023
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/ Kindest Regards Sara Hitchen Group Operations Manager