Thorndike Partnership
Health Care Centre, Longley Road, Rochester, ME1 2THContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Bookings system failures
Rated 2 stars out of 5
by Claire Bonthrone - Posted on 26 June 2023
The systems in place for booking are not effective. It is not possible to give an accurate description of a health condition on the E-consult system. For example, often the form tells you you need to contact the surgery urgently when an urgent appt is not required and then the surgery might tell you you can’t get an appt at all. Also I have been confirmed a face to face appt only to turn up and find out it’s a phone appt. I have also been told two very different times for appts by different receptionists. The systems in place are contradictory and cause unnecessary confusion for patients and staff alike.
Visited June 2023
Review titled Thorndike Partnership
Replied on 21 May 2024
Thank you for taking the time to write this feedback about the Practice, we continue to make changes to improve our service from responses received from patients.
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Review titled Great Practise
Rated 5 stars out of 5
by sarah lynn - Posted on 09 June 2023
I have only just joined this GP's and have found all staff including reception, nurses and Dr's to be polite, emphatic and professional. Feel I have received a great service from them all. They have helped me and gave great information. Surgery set is good, very clean, bright and airy. 100% recommendation.
Visited June 2023
Review titled Thorndike Partnership
Replied on 27 October 2023
Thank you for taking the time to write this positive feedback about the Practice. We are glad you found the Reception, nursing team & Dr's helpful, your kind words will be shared with the team.
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Review titled Helpful Practice
Rated 4 stars out of 5
by Debbie - Posted on 19 April 2023
I have been with Thorndike for over 2 years. I have had positive experiences with all members of staff, always trying to be very helpful when I have a question. The receptionists are sometimes given a hard time but remain professional throughout. The improvement to the telephone system is much better. The GPs I have had dealings with have always been very good.
Visited April 2023
Review titled Thorndike Partnership
Replied on 20 April 2023
Dear Debbie Thank you for taking the time to write this positive feedback about the Practice. We are glad you found the staff friendly and helpful. Your kind words will be shared with the team. Thank you too for your positive feedback regarding the new telephone system. Many thanks Perri Mansaray - Practice Manager
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Review titled Excellent Patient Support
Rated 5 stars out of 5
by Mr Bowen - Posted on 30 April 2023
Grateful thanks to the reception and nursing staff for sorting me out on a Friday afternoon with a short notice blood test requested for me by MCH. They were very helpful and patient-focused and I really appreciated their support.
Visited April 2023
Review titled Thorndike Partnership
Replied on 12 May 2023
Dear Mr Brown, Thank you for taking the time to write this positive feedback about the Practice. We are glad you found the Reception and nursing team helpful, your kind words will be shared with the team. Many Thanks Practice Manager
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Review titled No appointments.
Rated 1 star out of 5
by Tony Martin - Posted on 02 March 2023
You can never get an appointment for the same day. When you do get through, they always tell me all today's appointment have been allocated and to phone back at 8:00 tomorrow or call 111. You phone back the next day, and all you get is the same script. The last two occasions when I needed treatment. I have had to go private because I just can't get an appointment. I have tried to see a GP twice since 2016.
Visited March 2023
Review titled Thorndike Partnership
Replied on 21 April 2023
Dear Mr Martin, Thank you for taking the time to provide this feedback. Constructive feedback is essential to enable lessons to be learnt and improvements to be made. We have various methods of access to appointments including routine appointments which are pre-bookable, same day for acute issues and an e-consultation service, therefore a patient will always be offered an option to access care. The receptionists can also make a Community Pharmacy referral, where you have a consultation with the Pharmacist, who can provide treatment. I am glad in this instant the Pharmacist provided you with antibiotics. I can see from your records that you have had 3 consultations in 2019, 2 in 2018, 2 in 2017 and 2 in 2016. Many thanks Perri Mansaray, Practice Manager
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Review titled Trying their best
Rated 3 stars out of 5
by Anonymous - Posted on 23 March 2023
It is difficult to get an appointment on the day, even calling at 8am. Getting an advance appointment meant waiting for a week, so it's difficult to understand why patients are still being accepted by the practice. However reception staff were polite.
Visited March 2023
Review titled Thorndike Partnership
Replied on 20 April 2023
Dear patient Thank you for your feedback. Unfortunately, as you have left this review anonymously, I am unable to look at what happened with you individually, however I can address the issues raised. The Practice has at least two clinics of same day appointments available each day, these appointments are released at 8 am. Unfortunately we cannot always meet the demand. The practice does have routine appointments available, which are bookable in 2 weeks time. The receptionists are trained to offer alternative options such as signposting to an appropriate alternative service, or an e-consultation which will be triaged within 48 hours or a future appointment. Thank you for your positive feedback regarding our reception staff. Your kind words will be shared with the team. Many thanks. Perri Mansaray Practice Manager
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Review titled Terrible place
Rated 1 star out of 5
by Anonymous - Posted on 05 April 2023
Once again impossible to see a doctor or even speak to one, thin you off every time. No compassion for people, get no help just didn’t even wanna try to understand or help, although receptionist tried doctor was not helpful at all.
Visited March 2023
Review titled Thorndike Partnership
Replied on 20 April 2023
Dear patient Thank you for your feedback. Unfortunately, as you have left this review anonymously, I am unable to investigate your individual case. However if you can provide your details to our secure email address: thorndike@nhs.net I can review what has happened when you have tried to seek an appointment. The practice has recently changed the way the appointment system works as part of a post-pandemic transition plan. Access is now via directing bookings, not just via e-consult. The number of direct book on the day slots has increased. The reception team can offer a routine appointment within the next 7-14 days. They can also signpost to other services including a consultation with the Pharmacist. Constructive feedback is essential to enable lessons to be learnt and improvements to be made. Please do get in touch. Many thanks. Perri Mansaray - Practice Manager
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Review titled Useless
Rated 1 star out of 5
by Anonymous - Posted on 23 March 2023
Can never get an appointment, unless stand outside in the freezing at half 7 to then be told at reception at 8 that there are no appointments left even thou one of the first in the que.
Visited March 2023
Review titled Thorndike Partnership
Replied on 21 April 2023
Dear patient Thank you for your feedback. Unfortunately, as you have left this review anonymously, I am unable to look what happened with you individually. I am sorry to hear you have had problems accessing care. If you can kindly get in touch via email: thorndike@nhs.net with your information, I can then investigate what happened and identify any learning. Many thanks. Perri Mansaray, Practice Manager
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Review titled A great experience
Rated 5 stars out of 5
by Giuliana Capone - Posted on 27 February 2023
Got an appointment today for my son. Receptionist i dealt with was incredibly polite. The doctor we saw broke everything down so that even my son could understand. I was incredibly grateful for the simplicity yet respect in which she spoke. I know my son was well looked after. Thank you so much. The practice has very much improved but I must say, this doctor is outstanding. Today and each time i deal with her. Thank you
Visited February 2023
Review titled Thorndike Partnership
Replied on 28 February 2023
Dear Giuliana, Thank you for taking the time to write this positive feedback about the Practice. We are glad you found the Doctor friendly and helpful, your kind words will be shared with the team. Many Thanks Practice Manager
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Review titled Nice and efficient
Rated 4 stars out of 5
by Pui - Posted on 07 February 2023
The doctor explained in details. When I am not sure, she explained again slowly. Also she recommended a reference book to me.
Visited February 2023
Review titled Thorndike Partnership
Replied on 08 February 2023
Dear Pui, Thank you for taking the time to write this positive feedback about the Practice. We are glad you found the Doctor friendly and helpful, your kind words will be shared with the team. Many Thanks Practice Manager