Waterfield House Surgery
186 Henwood Green Road, Pembury, Tunbridge Wells, Kent, TN2 4LRContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Helpful receptionist at this practice
Rated 4 stars out of 5
by Beth Tanner - Posted on 03 August 2024
I had a medical issue with my daughter which needed a prompt response as she needed antibiotics quickly on a Friday afternoon before the weekend when the practice is closed. The receptionist was very helpful in setting up an online account for my daughter, ensuring that her urine sample was checked by the nurse and then arranging antibiotics to be dispensed from the local pharmacy. This was all done very efficiently within an hour. Thank you!
Visited August 2024
Waterfield House Surgery has not yet replied.
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Review titled Great practice with exceptional care
Rated 5 stars out of 5
by Paul Robinson - Posted on 11 July 2024
I would just like to say thank you to the team at Warfield house surgery for being so attentive and looking after my personal care you have been amazing through these difficult times Huge thanks to all
Visited July 2024
Waterfield House Surgery has not yet replied.
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Review titled Good, thoughtful and clear consultation
Rated 5 stars out of 5
by Evan Wilcox - Posted on 18 July 2024
Although appt booking system is frustrating, 2 forms filled in, reception filled in second and appt confirmed within hours. The temporary doctor was caring and clear and covered more health issues than she really had to, not just the original issue. Her summary was on NHS app within the day and X-rays organised immediately. Thank you.
Visited July 2024
Waterfield House Surgery has not yet replied.
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Review titled Quick Service
Rated 4 stars out of 5
by Tracy Gregory - Posted on 23 April 2024
I used the new Anima-GP triage for the first time (which I found easy to use) and within a couple of hours I was called with a same-day appointment. Seen by a very efficient locum and prescribed the necessary medication. I realise it is not everyone's cup of tea, but I cannot fault the service. My only comment would be to rethink the 'soul-less' waiting room. It seems to me it is a very large open space with only one other person waiting which felt a little intimidating.
Visited April 2024
Waterfield House Surgery has not yet replied.
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Review titled Very poor service
Rated 1 star out of 5
by JONATHAN FOX - Posted on 26 March 2024
Can never get a quick appointment for an illness. Just heard the 2 receptionists asking each other about my medication. Not medically qualified yet thought she was. Prescribed something by a doctor without examination first and had no effect on my shortness of breath. Hopeless down there. Can't sort out any of the conditions I have. I'd go as far to say that they seem clueless down there. Just asked the receptionist for the practice managers contact details and was refused.
Visited March 2024
Review titled Waterfield House Surgery
Replied on 24 April 2024
Dear Mr Fox, As per our conversation, we discussed the challenges related to adapting to our recently implemented total triage system. I assured you that your issue had been promptly evaluated by the on-duty dutor. Based on your medical history and symptoms, the doctor devised a treatment strategy. Although a physical examination was not repeated, the doctor ordered specialized tests to achieve an accurate diagnosis. Additionally, medication was prescribed to alleviate your symptoms while awaiting further assessment. I also apologized for any communication lapses from our receptionists and any inconvenience related to the complaint link. Anna
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Review titled E-consult system
by Pembury resident - Posted on 25 December 2023
This is the new appointment scheme rolled out at Waterfield House Practice. It is now near impossible to get an appointment. This will almost lead to distress for many in the local community. The surgery itself is average (the list of plaudits is suspicious to me). My experience has been long waiting times and rather sharp reception staff. As with all practices some doctors are more user-friendly than others. It is an extremely difficult job. And I understand they must weed out the malingerers and time wasters. But e-consult is almost a health risk.
Visited December 2023
Provided by Care opinion
Review titled Waterfield House Surgery
Replied on 03 January 2024
Thank you for sharing your thoughts. We appreciate your feedback on eConsult, the online consultation system, even though we are disappointed to learn that your experience does not align with the majority of users. The decision to transition to this system for scheduling appointments at our surgery was influenced by several key factors: 1. Efficiency & Streamlining: eConsult or Online Consultation enhances our appointment management efficiency by allowing for a preliminary assessment of patients' conditions. This ensures prioritization of urgent cases, while non-urgent ones can be directed to appropriate resources. 2. Better Care Navigation: The initial online consultation enables us to allocate resources more effectively, reserving in-person appointments for those who truly need them. This helps manage our workload and reduces the burden on the healthcare system. 3. Convenience for Patients: Online consultation provides a convenient way for patients to seek medical advice without physically visiting the doctor's office, especially beneficial for minor issues or follow-up consultations. 4. Elimination of Frustrating Phone Queues: The new system eliminates the need for frustrating appointment phone queues starting early in the morning, ensuring a fairer distribution of appointments. 5. More Flexibility in Triage: We now have the flexibility to triage patients directly to specialized departments, such as physiotherapy, hospital referrals, or issuing prescriptions based on symptoms and medical history, saving essential face-to-face GP appointments for more urgent cases. 6. Continuity of Care: Patients can express a preference for a specific doctor they wish to consult with, promoting continuity of care. eConsult is accessible through our website and the NHS app, open for submission Monday 8 am-10 am, and Tuesday-Friday 8 am-12 pm, with the rare possibility of an early closure if capacity is reached. Urgent cases can still be seen at the urgent treatment centers at Pembury and Sevenoaks hospitals. For those without online access, verbal triage form completion is available during the stated times. Responses are provided within 48 hours of submission, typically within 12 hours. We understand that adjusting to a new system can be challenging. We assure you that the online consultation does not pose a health risk and actually involves more thorough questioning regarding symptoms than our receptionists could manage. Additionally, the ability to submit photographs of affected areas enhances the diagnostic process, and GPs handle appointment assignments based on symptoms and medical history. We are also aware that majority of the eConsult users have found the product ‘exhaustive’ and based on this feedback we will be soon replacing eConsult with another easy to use and efficient online consultation tool. Please feel free to contact the Assistant Practice Manager if you have further questions or need any clarification. Thank you.
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Review titled Quick and supportive
Rated 5 stars out of 5
by Anonymous - Posted on 17 May 2023
I had a concerning issue and was quickly offered an appt fave to face. The most reassuring appt was just what I needed, calm, kind and action taken immediately. Thank you Waterfield house staff for all you do.
Visited May 2023
Waterfield House Surgery has not yet replied.
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Review titled Cannot fault
Rated 5 stars out of 5
by Anonymous - Posted on 23 May 2023
I cannot speak highly enough of this practice. Everyone I have come into contact with has been amazing, from the very helpful ladies on reception to the prescription team who go above and beyond to the wonderful doctors who have so much care & consideration for their patients. Thank you all so very much I am very grateful to be looked after by waterfield house
Visited May 2023
Waterfield House Surgery has not yet replied.
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Review titled Thank you
Rated 4 stars out of 5
by Kate Middleton - Posted on 16 February 2023
I received great service from this practice in the last couple of weeks. I got a speedy response from an econsult, which led to blood tests which I got a quick appointment for and then got a speedy response when these revealed an issue.
Visited February 2023
Waterfield House Surgery has not yet replied.
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Review titled Expected the worst, received the best
Rated 5 stars out of 5
by Simon Pope - Posted on 18 January 2023
I'm a farmer - as a breed our response to being ill is to work harder and hope it will go away. As a result of this policy it must be six years since I visited the surgery. This week I finally had to admit that I needed medical attention, I have heard terrible stories about how impossible it is to see a GP so was not optimistic when I phoned on the dot of 8.00am to discover I was No17 in the queue. My call was answered after about ten minutes and the receptionist informed me that she had just given out the last appointment for that day. Sensing the disappointment in my voice she suggested I used the online triage form and very patiently led me through the process, explaining how to tweak my answers to make sure the form was accepted. I did this and an hour later she phoned me back to say that the doctor would see me at 11.30. I attended, the doctor spent 20 minutes with me and dispensed a variety of medications which have resulted in a very swift return to the lambing shed. I couldn't be more impressed with the service I received from both the reception and medical staff.
Visited January 2023
Waterfield House Surgery has not yet replied.