Headcorn Surgery
Grigg Lane, Headcorn, Ashford, Kent, TN27 9AAContact details and opening times
Patient ratings and reviews
Leave a review
Help others by sharing your thoughts and experiences about Headcorn Surgery.
Reviews
-
Review titled Not very helpful
Rated 1 star out of 5
by James Baker - Posted on 08 February 2023
Phoned up as very concerned about blood in my stools, waited 3 weeks as advised on NHS website, currently got COVID was told no appointments till mid march and can't book for a few days time when my COVID has cleared, really rubbish service
Visited February 2023
Review titled Headcorn Surgery
Replied on 09 February 2023
Dear Mr Baker Thank you for your feedback. I note that you contacted the surgery today and a GP has dealt with the medical issues you have reported (9.2.203). Anne Bristow Managing partner
-
Review titled Dissatisfied
Rated 1 star out of 5
by Anonymous - Posted on 01 March 2023
I recently had to take a relative to Headcorn surgery. We arrived early and were surprised to see that the waiting room was virtually empty. As such I asked if the appointment could be brought forward. No, as apparently they were fully booked. During a 45 minute wait three patients were seen, three people walked in to complain that they couldn’t get through by phone. My relative was eventually seen but told that their on going treatment (a regular dressing change) could not be done at the surgery in future, and a copy of a list of walk-in centres was was provided. So now every three days a member of the family has to miss a day’s work in order to drive to which ever A&E walk-in centre appears to have the shortest waiting times and wait on average 4 hours to have a five minute dressing change. Can someone please explain how this makes any sense whatsoever. No doubt this review will receive one of the same cut and paste replies from the practice manager about cutbacks and over demand without actually addressing the reason why that they will not grant such a quick and simple procedure on site.
Visited February 2023
Headcorn Surgery has not yet replied.
-
Review titled Frustrated
Rated 2 stars out of 5
by Tracey Kingsmill - Posted on 13 February 2023
I have been trying to get an appointment here for nearly a week been phoning everyday day bang on 8 am lines all busy and been cut of when i eventually get through all appointments gone . I have an appointment booked for phone consultation towards end of march but this does not help me now as i need some medication but have to see a clinician to get it reviewed . Very poor and reception not very helpful either as all they say is keep trying or phone 111 . Shouldnt have to do this as this is my drs .
Visited February 2023
Review titled Headcorn Surgery
Replied on 14 February 2023
Dear Mrs Kingsmill Thank you for your feedback about being able to get an appointment. I note that you contacted the surgery this morning at 8am and that a GP spoke to you at 10.30am and dealt with your request, I trust this service is to your satisfaction. As we have mentioned before, demand for appointments is exceeding our ability to provide them, and we apologise for this. The crisis is not restricted to Headcorn Surgery, however, but happening in general practice across the UK as you will be aware from the national press coverage of the situation. We support our reception staff who do a fantastic job, sometimes in very difficult and challenging circumstances, they cannot magic appointments if we do not have them and are quite correct in offering other options such as 111 or a walk in centre. Anne Bristow Managing partner
-
Review titled Can never get through on the phone for an appointment
Rated 5 stars out of 5
by Anonymous - Posted on 23 January 2023
I’ve now tried 5 mornings in a row as soon as the phone lines open and it Always just says that the phone queue is full and I will be cut off. It’s the most ridiculous system I’ve ever come across. How do I get an appointment when I can even speak to anyone? I’ve tried the online system also just to get a response to say they don’t offer same day appointments via that system and to call 111. Great let’s waste other already stretched NHS services. This surgery needs to be looked at asap.
Visited January 2023
Review titled Headcorn Surgery
Replied on 09 February 2023
Dear patient Demand for appointments is exceeding our ability to provide them, and we apologise for this. The crisis is not restricted to Headcorn Surgery, however, but happening in general practice across the UK as you will be aware from the national press coverage of the situation. We are at maximum capacity in terms of the number of clinical staff, we cannot afford any more doctors and have no rooms to put them if we could. Within the past few months we have managed to increase our provision by 2 senior clinician days per week by persuading existing clinicians to work more sessions for us, meaning that we are offering more appointments, we have also extended the pre bookable appointment time to 6 weeks. In terms of urgent care, we will not allow our clinicians to work at rates or for length of time that are not professionally safe or breach their contract of employment, and so we must at time advise patients to seek help elsewhere such as a walk in centre, 111, A&E or pharmacy. Anne Bristow Managing partner
-
Review titled Surgery needs a major shake up
Rated 1 star out of 5
by Patricia Ann Smith - Posted on 18 January 2023
Spent the last year trying to make life easier by changing the way I collect my medication. For months now I have not picked up my meds complete, in spite of ordering them early and giving plenty of time, I am usually told by the pharmacy that the surgery hasn't received them or has not passed anything on to the pharmacy. I have changed to trying to collect them from the local chemist, but every time there is a problem, because they have not heard from the surgery or the meds have been sent elsewhere. I am not blaming the pharmacy as I believe it is the fault of the surgery. Never before have I needed to blame the NHS, as I have the greatest respect for them, but something needs to change, as this surgery are not as efficient as they should be.
Visited January 2023
Review titled Headcorn Surgery
Replied on 20 January 2023
Dear Mrs Smith Thank you for providing feedback on your recent experience of the service at Headcorn Surgery. I requested my repeat prescription manager to contact you and I understand she has spoken to you today to clarify the process when requesting medication. I would also advise that once the prescription has been passed to your nominated pharmacy the surgery has no further control over length of time taken to process and dispense, each pharmacy will have their own requirements. I am also aware that there have been a lot of supply issues with various medication over the past year and this is likely to continue. Anne Bristow Managing partner
-
Review titled Very poor service
Rated 1 star out of 5
by Anonymous - Posted on 16 December 2022
Could not get on the day appointment. Never can. So I walked my daughter into reception as she was crying with ear acne still refused to see her even with blood coming out of her ear. So had to sit in a&e for 10 hours.then prescribed antibiotics with a very bad ear infection.
Visited December 2022
Review titled Headcorn Surgery
Replied on 20 January 2023
Dear patient Thank you for providing feed back of your experience at Headcorn Surgery and I apologise for the delay in reply. Demand for appointments is exceeding our ability to provide them, and we apologise for this. The crisis is not restricted to Headcorn Surgery, however, but happening in general practice across the UK as you will be aware from the national press coverage of the situation. We are at maximum capacity in terms of the number of clinical staff, we cannot afford any more doctors and have no rooms to put them if we could. Within the past few months we have managed to increase our provision by 2 senior clinician days per week by persuading existing clinicians to work more sessions for us, meaning that we are offering more appointments, we have also extended the pre bookable appointment time to 6 weeks. In terms of urgent care, we will not allow our clinicians to work at rates or for length of time that are not professionally safe or breach their contract of employment, and so we must at time advise patients to seek help elsewhere such as a walk in centre, 111, A&E or pharmacy. Last week ( w/c 9.1.20236 hours 30 minutes were ‘lost’ due to patients who DNA’d their appointment, these appointments could have been offered to other patients seeking an appointment. Anne Bristow Managing partner
-
Review titled Never any appointments
Rated 2 stars out of 5
by Anonymous - Posted on 13 December 2022
Why is it that surgery’s in the surrounding areas have no problem fitting patients in but at this surgery you can never get a same day appointment? This is despite waiting outside an hour before the surgery opens. Whenever I or one of my friends have been in the surgery there have been no more than 2 or 3 people in the waiting room, so they are hardly over run. It’s seriously concerning when a gps receptionist advises you to go to A&E for a problem that a doctor should be dealing with. This surgery is failing to provide a duty of care to its patients. Where are CQC?
Visited December 2022
Review titled Headcorn Surgery
Replied on 20 January 2023
Dear patient Thank you for providing feed back of your experience at Headcorn Surgery and I apologise for the delay in reply. Demand for appointments is exceeding our ability to provide them, and we apologise for this. The crisis is not restricted to Headcorn Surgery, however, but happening in general practice across the UK as you will be aware from the national press coverage of the situation. We are at maximum capacity in terms of the number of clinical staff, we cannot afford any more doctors and have no rooms to put them if we could. Within the past few months we have managed to increase our provision by 2 senior clinician days per week by persuading existing clinicians to work more sessions for us, meaning that we are offering more appointments, we have also extended the pre bookable appointment time to 6 weeks. In terms of urgent care, we will not allow our clinicians to work at rates or for length of time that are not professionally safe or breach their contract of employment, and so we must at time advise patients to seek help elsewhere such as a walk in centre, 111, A&E or pharmacy. The number of patients in the waiting room is not a barometer of the work being carried out by our clinicians who have a variety of other duties to perform during the day including prescriptions, clinical letter, pathology results, referrals, the list goes on. Last week ( w/c 9.1.20236 hours 30 minutes were ‘lost’ due to patients who DNA’d their appointment which could have been offered to patients seeking an appointment. Anne Bristow Managing partner
-
Review titled Friendly staff but impossible to make an appointment
Rated 1 star out of 5
by Anonymous - Posted on 13 December 2022
I found the staff very pleasant and the surgery is nice and modern so first impressions were great, however, booking an appointment has been an incredibly stressful experience. I was told by a doctor that I needed to come back in a week if my symptoms don’t improve. When I rang up I was told I couldn’t make an appointment as all the urgent day ones had gone. I said it didn’t need to be today and I was told it would be in 4 weeks then. I said it needs to be sooner as it’s a follow up but I was again told either to ring at 8am tomorrow but that I might not even get an appointment or to wait 4 weeks or go to urgent treatment centre. I don’t have a car to get to urgent treatment centre and I also start work before 8am. Headcorn Surgery needs to sort this out as appointments are not accessible to most patients. I would not recommend this surgery based on this. If the reason is because some people miss their appointments then this is unfair as it’s excluding the majority of people who do not cancel or miss an appointment.
Visited November 2022
Review titled Headcorn Surgery
Replied on 20 January 2023
Dear patient Thank you for providing feedback of your experience at the practice, I apologise for the delay in reply. Demand for appointments is exceeding our ability to provide them, and we apologise for this, the crisis is not restricted to Headcorn Surgery, it is happening in general practice across the UK as you will be aware from the national press coverage of the situation. We are at maximum capacity in terms of the number of clinical staff , we cannot afford any more doctors and have no rooms to put them if we could. Within the past few months we have managed to increase our provision by two senior clinicians days per week by persuading existing clinicians to do more sessions for us, meaning that we are offering more appointments and have also extended the pre-bookable appointment time to 6 weeks. In terms of urgent care, we will not allow our clinicians to work at rates or for lengths of time that they are not professionally safe or breach their contracts of employment, and so we must at times advise patients to seek help elsewhere, i.e: walk in centre, 111, A&E, a pharmacy etc. Last week (w/c 9.1.2023) six hours 30 minutes were 'lost' due to patients who DNA'd their booked appointment. Anne Bristow Managing partner
-
Review titled Such a Shame
Rated 2 stars out of 5
by Anonymous - Posted on 25 November 2022
The staff are lovely and the doctors usually good if you can get to see them! All the adverts on the TV say to go to your doctors. The problem is with getting through to them. My own experience is to be told you can't book an appointment in advance because the book isn't open yet. Then to go through the very frustrating and distressing attempts to get an on-the-day appointment by phone. Four times after listening to the messages and selecting reception I was told I would be disconnected. Then when you do get in the queue and eventually get through you get told that all appointments have gone! This leaves you the stress of having to go through the same rigmarole the next day. Not what you need when you're not feeling well. I ended up queueing outside in the cold for when the surgery opened. Only to get to the desk to be told they would book me a call. I find it very difficult to express my problems over the phone so was very upset and unhappy. We need more Doctors in Headcorn so that patients can be offered a better level of service.
Visited November 2022
Review titled Headcorn Surgery
Replied on 20 January 2023
Dear patient Thank you for providing feed back of your experience at Headcorn Surgery and I apologise for the delay in reply. Demand for appointments is exceeding our ability to provide them, and we apologise for this. The crisis is not restricted to Headcorn Surgery, however, but happening in general practice across the UK as you will be aware from the national press coverage of the situation. We are at maximum capacity in terms of the number of clinical staff, we cannot afford any more doctors and have no rooms to put them if we could. Within the past few months we have managed to increase our provision by 2 senior clinician days per week by persuading existing clinicians to work more sessions for us, meaning that we are offering more appointments, we have also extended the pre bookable appointment time to 6 weeks. In terms of urgent care, we will not allow our clinicians to work at rates or for length of time that are not professionally safe or breach their contract of employment, and so we must at time advise patients to seek help elsewhere such as a walk in centre, 111, A&E or pharmacy. Last week ( w/c 9.1.20236 hours 30 minutes were ‘lost’ due to patients who DNA’d their appointment. Anne Bristow Managing partner
-
Review titled Friendly and lovely
Rated 5 stars out of 5
by Nicky Smith - Posted on 10 October 2022
I called to make an appointment today and the receptionist was a real delight to speak to friendly helpful and I could tell she was smiling from the lovely way she was talking to me. I always find this surgery a pleasure to deal with, well done all of you. Thank you
Visited October 2022
Review titled Headcorn Surgery
Replied on 20 January 2023
Dear Nicky Thank you for taking the time to post a positive comment about the practice, this is very much appreciated by the team who work hard in challenging times. With apologies for delay in reply. Anne Bristow Managing partner