Edenbridge Med Practice
Edenbridge Memorial Health Centre, Four Elms Road, Edenbridge, TN8 6FYContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Awful!!
by Anonymous - Posted on 15 August 2024
I have a couple concerns in regard of my health and because you can’t just book an appointment anymore, I had to do the online form. They processed it pretty quickly, however they called me multiple times and when I couldn’t answer they automatically booked me in for an appointment, which I couldn’t do since I work til 5pm. So I called up reception, and their answer to me not being able to attend was “I can’t do much about that”. I was then told I couldn’t book an appointment for the next day or next week. Which is atrocious! And was told I should redo the form tomorrow morning for another appointment and put the time in available, however there’s not a space for that on the form! I then received a call 10 minutes later to remind me about said appointment even though I already called and said i couldn’t attend! I’m going to just use the pharmacy instead and see what they could do!
Visited August 2024
Edenbridge Med Practice has not yet replied.
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Review titled Need for information screen!
Rated 3 stars out of 5
by Brenda - Posted on 08 August 2024
I arrived at my blood test appointment at 9.15am today, my first visit to the new very modern surgery. My appointment was for 9.30. The lady I was seeing for the blood test came out and at 9.15 and called a name and then spent 15 minutes looking for the person and getting worried, even checking disabled toilet. She did not ask me my name and as I have a hearing problem and her voice was not very loud I did not hear her calling me. At 9.35 she asked me for my name and was quite cross that I had not heard her!! Why she did not ask me my name as I was the only woman sitting waiting I do not know! She said obviously my aids were not working properly and maybe next time I should sit nearer the front of the seats and hopefully could hear my name called. My blood pressure was quite high as I was feeling stressed by the lady's attitude and also that in modern surgery there is no notice board to tell the patients where to go. The Nurse I saw said there was not enough money for this!!! I left feeling upset and did not enjoy my first visit to the new surgery. The receptionists were very lovely and made me feel better. But not a good experience today!!!
Visited August 2024
Review titled Edenbridge Med Practice
Replied on 13 August 2024
Dear Brenda, thank you for leaving us this feedback. We take such concerns very seriously and will endeavour to make contact with you to learn how we might improve our service for your next visit, and for other patients with hearing impairments. Please accept our apologies for the experience you had.
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Review titled Above and Beyond Health Centre
Rated 5 stars out of 5
by Anonymous - Posted on 22 August 2024
The staff went above and beyond to help my mum and myself at the Edenbridge Memorial Health Centre. We had been delayed due to transport issues. The staff went out of their way to fit in mums' procedure. It was a great experience and I would highly recommend this Health Centre.
Visited August 2024
Edenbridge Med Practice has not yet replied.
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Review titled Dreadful performance
Rated 1 star out of 5
by Anonymous - Posted on 04 July 2024
One person on reception and one eating a cake. A queue of four people (there were three at the old surgery). Gave up waiting while the person at the front of the queue wanted to chat about her birthday. I visited because my GP had prescribed a drug that is nationally unavailable. I asked for an alternative and my request was rejected. Another instance of Health Couldn't Care.
Visited July 2024
Review titled Edenbridge Med Practice
Replied on 08 July 2024
We are sorry the medication you needed is unavailable nationally at present. We understand how frustrating this is. Unfortunately, this has been a growing problem for patients in recent years and is beyond our control. Please liaise with the dispensary team as they, and our clinical pharmacist, can recommend alternative options that may be available. Our team care a great deal for the wellbeing of our patients and are sorry that this was not your experience.
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Review titled Poor telephone service
Rated 2 stars out of 5
by Anonymous - Posted on 29 February 2024
I contacted the surgery by phone, I was number five or six in the queue, after about thirty five minutes I reached number one in the queue where I remained for at least a further twenty minutes. The whole experience was extremely frustrating. A Nursing Sister from a London Hospital who was assisting me to get some medication had also tried to contact them, she said she started at number eleven in the queue and thirty minutes later had only reached number five. She gave up. I did explain to her that she may have been able to pass a message on through the GP secretaries, but she could not believe the length of time people were expected to wait. Although this is a new GP practise the telephone system to make an appointment does not work.
Visited February 2024
Review titled Edenbridge Med Practice
Replied on 29 February 2024
We are sorry to hear about this frustrating experience. We have a number of staff dedicated to answering our phones but unfortunately demand for this can at times be greater than the resource available. To address this we recently launched our online booking and administrative request service which can be found here: https://florey.accurx.com/p/G82019 If you have online access via a computer or smart phone you can make requests here. More than 800 patients successfully contact us for appointments and other administrative issues every week this way. An urgent request from a hospital to provide you with medicines which they cannot supply would prompt same day response in the vast majority of circumstances. We hope this information is helpful when contacting the practice in future. We do of course support patients who are unable to use the online booking system and if this is the case please liaise with our practice manager or reception team who will be able to assist you.
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Review titled Awful practise, and dismissive staff
Rated 1 star out of 5
by Anonymous - Posted on 08 February 2024
I waited 40 minutes to be seen…the only reason I went and got seen was because I asked why it was taking so long. A lady who claimed she was ‘standing in’ for my doctor then told me that I had to choose 1 of the 2 things I came to discuss because apparently she didn’t have enough time to discuss both with me? What on earth is that kind of service? I didn’t have the time to wait an extra 40 minutes to be seen but the practise doesn’t have time to discuss what I’m booked in for, just seems ridiculous. Anyway I decided to speak about my prescription regarding my mental health. Since she wasn’t my doctor I then had to explain my situation and be asked very sensitive questions all over again! I have already established this with my doctor and everytine I have to answer questions regarding my mental health it is draining. I wish they had told me it wouldn’t have been my doctor. The lady I saw came across very patronising and suggested therapy to which I said I have already done that. I didn’t feel listened too. In conclusion, I now need to book yet another appointment for my other issue and it’s a pain trying to be seen anyway. And on that note, don’t even bother trying to call up. I was on hold for an hour, and when I was first in queue the receptionist cut me off. Just appalling service and I don’t feel supported.
Visited February 2024
Review titled Edenbridge Med Practice
Replied on 10 February 2024
We are sorry to hear about your recent experience. We do endeavour to make appointments for patients with their usual listed doctor, but it sounds like in this case the doctor who is more familiar with you was away. You can request to be seen by your own GP and for more complex cases such as your own we try to do this as much as possible. You might also find it helpful to request a double appointment, particularly if there are several medical issues you wish to address, and you can request this at the time of booking. A standard appointment is 10 minutes, so sometimes a double appointment is more appropriate so all issues can be addressed safely. Bookings can now be made online at https://florey.accurx.com/p/G82019 removing the need to telephone the practice, unless you need additional support in completing the form. We hope the above is helpful and will allow for a more positive experience at your next appointment.
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Review titled Excellent
Rated 5 stars out of 5
by Anonymous - Posted on 18 October 2023
This is the best practice I have used. The receptionists are patient, understanding and even though clearly very busy make time for each person. My doctor showed a genuine care for my condition. He took time to listen and was able to discuss my condition in a very personable way. The new online booking system works very well and is so much better than other surgeries I have been to where getting an appointment requires phoning up at a set time in the morning or queuing outside at 8.00am. With the online booking I completed a form and within 24hrs was offered an appointment for date and time I said I was available. Booking follow up appointments in person was also easy as there was good availability.
Visited October 2023
Review titled Edenbridge Med Practice
Replied on 23 October 2023
Thank you so much for taking the time to leave this feedback. As you have seen, our hard-working team are dedicated to providing the best possible experience for patients despite the ongoing pressures facing the NHS. We are grateful for your feedback relating to the online booking system which recently launched, and which we hope will vastly improve access for all patients. Many thanks once again
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Review titled Great service
Rated 3 stars out of 5
by Peter Waddacor - Posted on 09 June 2023
Having read previous complaints about the quality of service at reception, I would like to say that the booking system worked perfectly and everything was according to schedule for my blood test. And when requesting the results over the phone some 3 weeks later, I went from number 3 in line to being answered within a minute or so. The receptionist was extremely polite and helpful; she gave me the results at high level (all normal) and said she'd print out the full results which would be in an envelope for collection, which it was. So no complaints.
Visited June 2023
Review titled Edenbridge Med Practice
Replied on 13 June 2023
Thank you for taking the time to tell us about your positive experience, which will be shared with our hard-working reception and admin teams. Best wishes
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Review titled Not fit for purpose.
Rated 1 star out of 5
by Anonymous - Posted on 06 June 2023
After a stay in hospital I was advised to book a blood test asap on my return home. Rang the surgery - I was 12th in the queue. After a 55 minute wait the receptionist told me I couldn't book a blood test without my GP requesting it. I asked if the doctor could phone me so I could ask her to request it. No - there were no more telephone consultations available. I should ring back tomorrow in the hope of a telephone consultation. So 1 hour 10 minutes wasted and nothing achieved. Also tried to book an appointment to see my doctor. No appointments available for 1 month. This surgery is not serving the community and is not fit for purpose.
Visited May 2023
Edenbridge Med Practice has not yet replied.
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Review titled Unfit for purpose
Rated 1 star out of 5
by Julie - Posted on 30 November 2022
Called today to be met with the usual condescending, sarcastic receptionist trying her best to make me disclose my confidential medical information which I would only ever share with a GP. She then diagnosed a telephone call would be the best thing despite my request to see a Doctor in person! However, this call could come at anytime so completely unsuitable for a working person such as myself. Given the outcome of the pointless telephone call would be a visit to the surgery to see a GP (which is what I had called in a futile attempt to arrange), I decided to decline and visit the minor injuries clinic in Edenbridge instead (they are brilliant where the surgery are very much not). In 7 years living in Edenbridge I have not once met the GP which the reception team insist is my GP and the only one I am allowed to attempt to book an appointment with. My attempts and those of family members are consistently blocked by the rude reception team. I am beginning to wonder if the GP in question is in fact a mythical creature...
Visited November 2022
Review titled Edenbridge Med Practice
Replied on 23 October 2023
Dear Julie, thank you for the feedback and please accept our apologies for the late response. We are sorry to hear about your frustrating experience in trying to book an appointment. We accept that the system for making appointments has been over-stretched for some time, and following consultation with our Patient Participation Group, we recently launched a new online booking system which can be accessed via our website. We hope you will see improvements in getting access to the medical care you need from the surgery from now on. Best wishes