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 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
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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