West Malling Group Practice
37 Queen Street, Kings Hill, West Malling, ME19 4JFContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Great doctor!
Rated 4 stars out of 5
by Ryan Shardlow-Wrest - Posted on 22 August 2024
Today I saw an excellent doctor. He was absolutely brilliant. I have had some really bad experiences at this practice over the last couple of years and he is one of the first doctors who seemed to really care and listened. He clearly takes pride in his work and is a credit to the practice! A breath of fresh air. The practice could do with more doctors like him. He made me feel reassured. He was thorough and made me feel like he will get answers for my illness and leave no stone unturned.
Visited August 2024
Review titled West Malling Group Practice
Replied on 23 August 2024
Thank you for sending in your feedback which will be shared with the team. We are delighted you feel reassured following your recent consultation. We welcome all feedback as it helps us to review and improve services for all patients.
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Review titled Great care
Rated 5 stars out of 5
by Charlotte B - Posted on 04 August 2024
Just wanted to say a big thank you to the doctor and all the team who have treated me so efficiently and well since I have been ill in the last few weeks. It has been so quick and really faultless - even in the middle of an international IT catastrophe. You all do such a difficult job and I feel so fortunate to have been so well looked after.
Visited July 2024
Review titled West Malling Group Practice
Replied on 05 August 2024
Thank you for your feedback which will be shared with the team. We strive to provide the best possible service at all times despite the challenges of increasing demand and pressure on the system. Like other GP practices, we were also affected by the recent IT outage and all staff continued to work hard to make sure those patients needing medical attention were managed appropriately.
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Review titled Impossible to get appointments
Rated 1 star out of 5
by Anonymous - Posted on 23 July 2024
Appointment booking system is a complete farce. Been trying to get an appointment for weeks with no joy. Consider using a different practice.
Visited July 2024
Review titled West Malling Group Practice
Replied on 23 July 2024
We are sorry to learn you are having difficulties obtaining an appointment, we have now introduced Anima our new Triage tool to help us manage demand. Requests are reviewed by a GP and the appropriate healthcare provider/ service is offered to the patient. It may not be a GP appointment is necessary. Anima is reviewed periodically during the day and opened again if we are able to increase capacity. Information about Anima was circulated ahead of the launch however if you require information, please go to our website westmallinggp.nhs.uk. If you require any further assistance please contact reception who can support patients to create an Anima account.
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Review titled Very helpful receptionist
Rated 4 stars out of 5
by Jules - Posted on 07 June 2024
Recently moved to the area and had to make an appointment to see a doctor (not seen one in years luckily). The receptionist at both leybourne and Kingshill (she wears glasses) has been extremely helpful and friendly to me thank you
Visited June 2024
Review titled West Malling Group Practice
Replied on 20 June 2024
Thank you for your feedback. We endeavour to provide a professional and friendly service to all patients and we really appreciate your comments which will be shared with the team. Thank you
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Review titled Good Service with Quick Reponse
Rated 5 stars out of 5
by D H Burgess - Posted on 16 May 2024
Filled in the new anima request form and requested medication for an ailment that l was causing me pain and discomfort . Was not expecting what happened next , but within a matter of hours l had two messages that immediately lifted my spirits👍. I was informed that l had an appointment later on that day ,and after my visit to the surgery was taking some medication to hopefully sort out my medical problems. Well done guys the new system worked very well for me, many thanks👍
Visited May 2024
Review titled West Malling Group Practice
Replied on 21 May 2024
Thank you for your feedback. We are delighted our new system is benefiting both patients and our Practice by enabling us to manage requests efficiently. Online services is certainly the way forward and helps us to improve services by directing patients to the most appropriate healthcare provider. Thank you
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Review titled Excellent treatment received
Rated 5 stars out of 5
by P. E. D. SKELLEY - Posted on 15 April 2024
1 have received excellent treatment for the last 8 months from the Nursing team, post surgery, having a cyst removed from my back whilst in Cornwall. It,has been packed and covered vitually evry other day for the past 8 mobths. The whole team at the West Malling practice have been excellent, caring, patient and commodating and could not gave done more. A "Huge" thank you to the whole team including the receptionists who have been wonderful. Thank You !!!.
Visited March 2024
Review titled West Malling Group Practice
Replied on 22 April 2024
Thank you for your kind words of thanks and appreciation which will be shared with the team. Receiving such feedback boosts staff morale and means so much to the team who continue work through the challenges and pressures on services. Thank you.
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Review titled Something needs to change!
Rated 1 star out of 5
by Katherine Ryder - Posted on 12 March 2024
The appointment system does not work. It has been like this for several years and something needs to change. I call each morning at 8:15 on the dot and can never get through. When I finally get through I'm told there are no appointments left. I have been going round in circles and it's causing me a lot of stress. It's luck of the draw which receptionist you get. There is one in particular who is rude, unhelpful and it feels like she goes out of her way to be difficult. I had an MRI in February and my results have been back for some time. I was told the first appointment to see physio was 20th March. I'm in a lot of pain, which is worsened by work and I need to know what the issue is so that I can make necessary changes. I have been calling and emailing the surgery trying to get the results. Emails are ignored and I cannot get through to the surgery in the morning, but if I call any other time of the day I'm told to call the next morning. Then today I was told that I wouldn't get an appointment for test results anyway and would need to make an advance appointment. I was in tears of frustration after ending the call. I suffer with anxiety and the worry of not knowing what is wrong with me is making me ill and affecting my mental health. I have a meeting with occupational health tomorrow and they have requested medical reports. This could have been a great help as they could have assisted me with my work set up etc if they knew what the issue was. I'm not asking for a lot. The results are just sitting there and could be emailed to me very easily or a doctor/nurse could give me a quick call to discuss the results. I've been left feeling frustrated and upset by this experience. I do not recommend this surgery and if there were other options locally I'd be changing surgeries.
Visited March 2024
Review titled West Malling Group Practice
Replied on 20 March 2024
We are sorry to learn of your experience. The demand for appointments is high and there are times when we are unable to offer an immediate appointment. Staff have been trained to care navigate / sign post patients to an appropriate, alternative healthcare providers when necessary. Patients are able to communicate with the practice via the "contact us option" or online triage facility on our website in preference to the practice generic email address which has an automatic response advising patients how to contact us. We are also in the process of modernising our appointment system to a total triage model to help us better manage the ever increasing demand on our services. We note you have now spoken to a member of our clinical team and hope you are feeling better.
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Review titled Receptionist helped me so much
Rated 5 stars out of 5
by Angela - Posted on 18 March 2024
Without going too much into detail, I’ve been struggling with my mental health for years, but recently it had deteriorated, I needed help. I called the doctors, the receptionist that I spoke to was so lovely and patient with me, she didn’t rush me or try to dismiss me. She helped me get a phone call and appointment with the dr. At the time without her being so nice I would not have persevered to get the help I needed, I never got her name, but I hope she reads this and knows how grateful I am, and that she really made a difference x
Visited February 2024
Review titled West Malling Group Practice
Replied on 20 March 2024
Thank you for your feedback which we will share with the team. We are pleased to have been able to help and support you. We wish you well and hope you feel better soon.
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Review titled Thank You
Rated 5 stars out of 5
by Anonymous - Posted on 08 January 2024
Despite the pressures of existing NHS problems the personnel has always been most helpful, kind and caring. I feel every effort is being mde to meet the demands of patients and improve contact and service. Unfortunately I have recently needed considerable help/care for both my husband and myself and hopefully now getting back on track. Thank you to everybody in the practice for endeavouring to imorove and keep up to date under such pressure.
Visited January 2024
Review titled West Malling Group Practice
Replied on 16 February 2024
Thank you so much for your feedback which is shared with the Practice team. We are delighted the care and support given by the Practice has helped put you both back on track.
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Review titled Helpful receptionist
Rated 4 stars out of 5
by Charlotte Davies - Posted on 18 October 2023
Like many doctors surgeries it is challenging getting an appointment but I have to say that despite this structural problem the receptionist I spoke to on 17/10/23 was incredibly helpful during a very stressful situation for me and I'm very grateful.
Visited October 2023
Review titled West Malling Group Practice
Replied on 20 October 2023
Demand for appointments is particularly high and managing the demand can certainly bring challenges. We appreciate the frustration securing an appointment can be but will always try to give the best possible service to our patients at all times. Thank you for giving your feedback