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 Never available
Rated 1 star out of 5
by Anonymous - Posted on 06 July 2023
it is socking availability! whenever you call the surgery to see the doctor or need a medical help-they never have any appointments that day to see you or ability for medical staff to call back (even when you clock watching and make the call as it turns 8am on dot). if you do get through- you must explain phone lady, why you need to see the doctor (not feeling comfortable about this part of the call) -and she makes her assumption and your call: '' is not classified as urgent''. not sure what is urgent for gp practices- if it is urgent, i need to call 999, not medical gp practice. urgent or not- you never have appointment anyways unless 111 gets involved. if it is not urgent you can book your appointment in 3 weeks' time at the earliest. not sure why people would like to call up they surgery at the busiest time at 8am that day, because you are feeling very unwell that day or few days, but you can still wait 3 weeks to address the issue!!! what is the point of your phone system and merging with other surgeries-you are never available. 1 phone line- for all merged practices together! i felt it was bad 2 years ago and you were telling it is because of the covid-it just gone beyond worse! why i cannot see doctor to discuss my personal health concerns-without random phone lady judging me! how can i see the doctor-that doesn't involve phone. i want to see a physical person or talk by video call and discuss my health -not through phone call that also contains bad line in background. E-consult also doesn't seam to be reliable-takes for ever to call back-if they do. or just forgets to call on arranged date-never mind- do it again and wait another 5 days! there is no support from you! feeling like a prisoner in your care-because i cannot help myself and you dont really care-is just another call in the q! health care in England should be free-why you expect me to search for private care-because-you have only 1 phone line for 1/2 Maidstone.
Visited June 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
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Review titled good service
Rated 4 stars out of 5
by Anonymous - Posted on 26 June 2023
phoned at 8am this morning as wanted to book an appointment for my mother- used the request a call back facility- the call back was received by 9am - my mother was then booked in for a call with the duty doctor which was received by 10.30am- the practice also text me to let me know the outcome of the call. I think that was very good service so thank you College Road practice. Also must add that having visited both Albion place and College road surgeries with prescription issues, all of the receptionists I have spoken to have been extremely helpful and efficient.
Visited June 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. All patients reviews are important to us, and are shared across our management teams as part of our continuous leaning and process improvement. If you would like a contact from one of our team please leave your details via the attached link and one of the 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
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Review titled Shocking service
Rated 1 star out of 5
by Anonymous - Posted on 06 June 2023
It's always been tricky to get through to reception on the phone, but since COVID it's near on impossible. Going into the surgery is even worse! They have now invented a ridiculous system of having to queue for a numbered ticket, once you have a ticket you then have to take a seat on the non-existent chairs in the waiting area before being called up to speak to a receptionist. To make matters worse, the surgery are now allowing non-medically trained reception staff decide if you need to see a doctor or not. Madness! The eConsult system is useless, I had to wait 2 weeks for a call back from a doctor! Please go back to the old fashioned way of being able to visit reception to make an appointment, put more chairs in the waiting area like pre-COVID and let us make appointments!!
Visited June 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 that the experiences and service you have received have not been of a positive outcomes. All patients reviews are important to us, and are shared across our management teams as part of our continuous leaning and development. If you would like a contact from one of our team please leave your details via the attached link (below) and one of the management mteam will be in contact within 3 working day. https://www.thecollegepractice.co.uk/about-us/have-your-say/compliments-and-suggestions/ Kindest Regards Sara Hitchen Group Operations Manager
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Review titled Great Receptionist
Rated 3 stars out of 5
by Anonymous - Posted on 06 June 2023
Absolutely fantastic receptionist. Always so helpful, kind and caring. She goes above and beyond to make sure you get the care you need. She is an asset to the practice.
Visited June 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/ Kindest Regards Sara Hitchen Group Operations Manager
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Review titled Great practice
Rated 5 stars out of 5
by Jessica winter - Posted on 15 May 2023
I can honestly say that College Road doctors have been amazing with me I suffer mental health and I'm on a weekly script and I've had to move because it's domestic violence but they have been really supportive and helped me make sure I get my meds every week they have got gone above and beyond and I want the doctors and the receptions staff and pharmacies to be recognised because they really have been amazing with me and I thank them so much and I would recommend them a hundred percent
Visited May 2023
Review titled The College Practice
Replied on 10 August 2023
Dear Jesicca Thank you for taking the time to leave your review and commenting on the service you have received from The College Practice. All patients reviews are important to us, and are shared across our management team as part of our continuous learning and improvements. If you would like a contact from one of our team please leave your details via the attached link and one of the 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
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Review titled Unable to be seen
Rated 1 star out of 5
by Anonymous - Posted on 02 May 2023
I couldn't get through to reception to speak to anybody after trying to call at different times for several days. I then used E-Consult as recommended by their website. The form took a significant amount of time to complete, but promised a response within 24 hours. One week later I still hadn't heard anything. I spent another 2 days trying to get through to reception. When I managed to get through (after being on hold for 30 mins) I was told not only did they not have my form (even though I'd received a confirmation email with reference number that it had been received); but there was still no appointments for me to see a doctor. My health issue has now worsened and I will have to use 111 again. I had to use 111 for an ear infection after not being able to get an appointment with this doctors surgery earlier this year. It's so bad I feel I've had to leave this review so that other people can seek a safer and more responsive practice.
Visited May 2023
Review titled The College Practice
Replied on 03 May 2023
Dear Patient, I am sorry to read of the problems you are facing reaching services at the College Road Practice. Your comments are important to us and I would like to have the opportunity to speak to you regarding these. Please could I kindly ask if you could email your details to our surgeries complaints email on:- kmicb.complaints.maritimehealth-maidstone@nhs.net. Please enclose a name and contact number for reference. I look forward to hearing from you. Kindest Regards Sara Hitchen Group Operations Manager
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Review titled Awful Awful Awful
Rated 1 star out of 5
by Anonymous - Posted on 02 May 2023
Awful! I have been trying to phone every day for a month as the surgery had not renewed one of my meds on the batch perscription! I am getting into trouble at work trying to call at the 2hr time slot today i held for an hour and no response aparently i was no.4 in the queue! I am ringing outside that time and still no answer! I went on the website to complain, and guess what no email address you can only phone up! This is a terrible surgery! I would not recommend! Something needs to be done!
Visited May 2023
Review titled The College Practice
Replied on 03 May 2023
Dear Patient I am sorry to hear of the services you have received trying to access the practice. Your review and comments are important to use here at The College Practice. Please could I kindly ask if you could forward your details to the complaints email address (as below), so I can investigate your concerns in more detail. Kindest Regards Sara Hitchen Group Operations Manager Email:- kmicb.complaints.maritimehealth-maidstone@nhs.net
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Review titled A good practice adapting well to changing times …
Rated 5 stars out of 5
by Jae - Posted on 01 June 2023
Recently had need of 2 telephone call appointments with 2 different doctors. Both appointments were really helpful, thorough and collaborative with forward plans discussed and explained so that I knew and understood what would be happening. Sometimes it is hard getting through to the practice … there seems to be busier times of the day and days of the week …but the callback system is brilliant and works well and the reception staff who take the calls are very helpful, polite and understanding. This practice has been historically good and I think the way they have embraced technology to help with increased needs was difficult for me at first as a patient but change can take some getting used to and now I think it is a very good system for the surgeries but importantly also for patients.
Visited May 2023
Review titled The College Practice
Replied on 10 August 2023
Dear Jae, Thank you for taking the time to leave your review and commenting on the service you have received from The College Practice. All patients reviews are important to us, and are shared across our management teams as part of our continuous leaning and process reviews. Your comments are important to us and shall be shared with the Senior Management Team as part of our learning and process management. If you would like a contact from one of our team please leave your details via the attached link and one of the 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
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Review titled Amazing receptionist
Rated 5 stars out of 5
by Joshua Dac - Posted on 05 April 2023
I forgot to grab her name but the receptionist who helped me has always been incredible! She’s super compassionate, patient and really helpful. I’ve stood there before and watched her get grief unfairly and she’s always remained calm and professional. She’s a credit to the surgery and I can’t praise her highly enough.
Visited April 2023
Review titled The College Practice
Replied on 03 May 2023
Dear Joshua Thank you for you kind words and feedback. Your comments have been passed to our reception manager whom will forward your comment to the our receptionist. Feedback is greatly appreciated as we use this in line with our learning and practice pathways. Thank you once again. Kindest Regards Sara Hitchen Group Operations Manager
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Review titled Awful
Rated 1 star out of 5
by Karen - Posted on 19 April 2023
I had to go to A&E for a problem and was given medication told to follow up with my GP for further tests. I have been trying to contact the surgery for 4 days. After trying to contact them I finally managed to complete an e-consult form and had to modify my answers because it kept telling me to call (mission impossible) at 8am Monday and was told I would contacted by 6.30pm Tuesday. As expected - no contact. Submitted the form to say I hadn’t been contacted. Still no contact and I can’t resubmit the form until 7pm tonight. Absolutely shocking. Been trying to call all day today!!!! I am so completely frustrated. The option to change Drs is not possible as you are the only GP in my catchment area taking on new patients. According to your website you have 18 doctors, are taking on new patients but can’t deal with your existing customers. I have various health conditions including type 2 diabetes and high blood pressure and yet I can’t remember the last time I actually saw my GP!
Visited April 2023
Review titled The College Practice
Replied on 03 May 2023
Dear Patient I am sorry to hear of the services you have received trying to access the practice. Your review and comments are important to use here at The College Practice. Please could I kindly ask if you could forward your details to the complaints email address (as below), so I can investigate your concerns in more detail. Kindest Regards Sara Hitchen Group Operations Manager Email:- kmicb.complaints.maritimehealth-maidstone@nhs.net