Headcorn Surgery
Grigg Lane, Headcorn, Ashford, Kent, TN27 9AAContact details and opening times
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Reviews
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Review titled Worse practice for elderly care
Rated 1 star out of 5
by Anonymous - Posted on 04 July 2023
My mother is aged 87 and has been a patient of the practice for over 25yrs. She does not possess a computer. To get an appointment is impossible. She had a telephone appointment booked for five weeks. On the day of the appointment, the surgery cancelled it and didn’t reschedule a new appointment at that time, which they should’ve done given they were responsible for cancelling. Instead she has to go online and re book and wait another five weeks. This is absolutely appalling and not acceptable. Not everyone has family who can go online and the surgery should not expect this. For the last few years the surgeries duty of care to my mother has deteriorated rapidly and almost non existent. I am speechless that this is allowed to happen. This really needs addressing.
Visited July 2023
Review titled Headcorn Surgery
Replied on 21 July 2023
Dear patient Thank you for your feedback concerning your mother's recent experience at the surgery, I am sorry that she did not receive the service she would have expected. I am sorry that we had to cancel her appointment on the day and that we were unable to immediately offer her another appointment. In these circumstances we try to get locum cover, or we ask if our clinical staff can work extra sessions so that we can re-book the affected patients. I am sure you will understand that we cannot add patients onto already fully booked clinics as this is not safe for patients or our clinical staff. I am sorry that you find the new Total Triage system appalling and unacceptable for elderly patients, however, we have clearly stated that we understand that not all patients will have access to online services etc, and that patients can still telephone or come to the surgery to book their appointments. Full details of the system are on our website: https://www.headcornsurgery.co.uk/2023/07/03/new-appointment-booking-system/ Without further details I am unable to respond to issues raised in your review, if you wish to make a formal complaint, please contact kmicb.complaintsheadcornsurgery@nhs.net. Anne Bristow Managing partner/ complaints manager
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Review titled Such poor service
Rated 2 stars out of 5
by Anonymous - Posted on 14 July 2023
The pharmacy were more help! They told me what to request from the gp, finally got help . I was left in pain for a week , gp said go to A&e (which was not needed) , just passed the problem
Visited July 2023
Review titled Headcorn Surgery
Replied on 21 July 2023
Dear patient Thank you for your feedback regarding your recent experience at the surgery, I am sorry that you did not get the help you expected. I am unable to fully answer as you have posted anonymously and with a minimum of detail. If you wish to make a formal complaint, please contact the surgery : kmicbcomplaints.headcornsurgery@nhs.net Anne Bristow Managing partner/ complaints manager
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Review titled Shocking practice
Rated 1 star out of 5
by Anonymous - Posted on 20 July 2023
Once again the surgery has failed my mother. She had a phone appointment and they gave her a prescription without actually seeing the problem. The meds did not help and she went to the pharmacy. They said she needs to see the Dr. So she goes to the surgery and reception just point blankly said there are no appointments, no one could see her. They could see the condition of my mother but would not help. They booked her a phone appointment with the Dr the next day, even though she told them the pharmacy said the Dr needs to see the problem. Next day the Dr calls my mother and tells her she needs a ‘face to face’ appointment - unbelievable!! It gets worse. They couldn’t tell her when the appointment would be but someone will call her in the morning to let her know the time. No one calls so my mum calls the surgery explained the situation, again, and was told they didn’t have a booking for her. She insisted on getting some antibiotics and after much calling from my mum was told a prescription was at the pharmacy. My mother, who has to rely on getting a taxi to the surgery/pharmacy, collected the prescription only to find when she got home it was the same meds given last week. My mother is in agony, she shouldn’t have to put up with this. She should be getting help. What is the point of the surgery if no one there wants to help. Is the surgery brushing the elderly to one side? Why does the surgery respond to a positive review, of which there is only one, but not reply to any of the other reviews? Is the fault with the reception and admin staff for not managing the process properly? Are they really so heartless?
Visited July 2023
Review titled Headcorn Surgery
Replied on 21 July 2023
Dear patient Thank you for providing feedback on your mother's recent experience at the surgery. I am sorry that she did not receive the service she would have expected. I am unable to fully respond to the issues raised as you have posted anonymously, if you wish to make a formal complaint, please contact the surgery on: kmicb.complaintsheadcornsurgery@nhs.net You can visit our website for further details: https://www.headcornsurgery.co.uk/policies/complaints-to-the-practice/ I can assure you that our reception and admin staff are not heartless and always try their absolute best to help our patients, often in particularly challenging situations. Anne Bristow Managing partner/ complaints manager
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Review titled Disappointed
Rated 1 star out of 5
by Anonymous - Posted on 07 July 2023
After submitting my BP readings, as requested, they were high, the doctor offered me an additional drug to add to my current meds. That’s fine, but I have had bad reactions in the past. Her suggestion was that I present myself at A and E, where I will be given a bed and investigation into my condition. That’s not what happens I’m afraid, I have done this before and was given a bed overnight for regular monitoring. I was not seen by any health worker all night long ,but I had the attention of the other women in the ward. One defacated on the floor next to my bed, another tried to get into bed with me, most of the others were screaming and running around ,they obviously had mental health problems.. I had to discharge myself, it was so stressful! Not helpful , bearing in mind that I had high BP! I have the impression that the doctor doesn’t want to treat me, just to pass me on… It is frightening to feel that you have no medical support beyond the handing out of pills, is that the way the GP service is going I wonder… I will treat myself, trying to keep calm and take the pills until I have a crisis, very scary situation.
Visited July 2023
Review titled Headcorn Surgery
Replied on 21 July 2023
Dear patient Thank you for your feedback regarding your recent experience concerning your raised blood pressure. I note the GP offered you an additional drug to manage your blood pressure, but you were concerned as you have had an adverse reaction in the past. Given the history, you were advised to attend hospital for investigation. I am sorry to hear that you have previously had an unpleasant experience in hospital, however, the surgery is not responsible for that. If you wish to make a complaint about the service you received whilst in hospital you need to contact the hospital's Patient Advice and Liaison Service (PALS). If you wish to make a formal complaint about a matter concerning the surgery, please contact: kmicb.complaintsheadcornsurgery@nhs.net where we are able to fully respond to your concerns. Anne Bristow Managing partner/ complaints manager
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Review titled Sent off to accident and emergency
Rated 1 star out of 5
by Anonymous - Posted on 04 July 2023
My elderly parents wanted to book an appointment for an issue. They were told to book online which was very difficult for them so they gave up trying. They drove to the surgery as they had to collect a prescription and tried to book an appointment in person. The receptionist did this for them but when they got home they received an email instructing them to go to accident and emergency or a trauma clinic for them to deal with the issue. They spent 5 hours in accident and emergency only for mum to be given antibiotics for what was neither an accident nor an emergency and told to go back to GP in a week for a follow up appointment. They now have to battle the appointment system all over again and probably wait 2 months for an appointment. What makes this more infuriating is that previously when mum had a fall and was in a lot of pain she was told her back was fine, it's just bruised, don't bother with accident and emergency, for what was clearly an accident. Roll on 6 months and a couple more appointments at the doctor's due to chronic debilitating pain there was still no suggestion of treatment or cause. Finally a locum told her to go to hospital to get an x-ray. Surprise surprise she had fractured a vertebra at the time of the fall, she was given physio and more importantly she was reassured that she really was in pain and she wasn't a nuisance "petering the doctor about nothing" which is how she had been feeling. She didn't want to make a fuss so nothing was said at the time. Todays experience was ridiculous, to be sent to accident and emergency for something they treated with antibiotics, I have no words! I feel they, and other older residents of the village, are really let down by the assumption that everyone can use the online systems, How do you decide what needs to go to accident and emergency?
Visited June 2023
Review titled Headcorn Surgery
Replied on 21 July 2023
Dear patient Thank you for your feedback on your mother's recent experience. The surgery has recently changed its appointment system to Total Triage, which is an online service, however, we have made it completely clear that, for those patients who are unable or do not have access to a computer, they may still telephone the surgery to book an appointment. Full details are available here: https://www.headcornsurgery.co.uk/2023/07/03/new-appointment-booking-system/ I am unable to answer the other issues raised in your feedback as you have posted anonymously, if you wish to make a formal complaint, please contact the surgery on kmicb.complaints@nhs.net Anne Bristow Managing partner/ complaints manager
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Review titled Very Caring
Rated 5 stars out of 5
by Anonymous - Posted on 20 June 2023
I needed an urgent appointment. I was called when I was told to expect the call. The Doctor was very caring and my medical requirement was sorted very efficiently. The surgery could not have been any more helpful.
Visited May 2023
Review titled Headcorn Surgery
Replied on 04 July 2023
Dear patient Thank you for taking the time to post positive feedback about the service you received from the practice, it is very much appreciated and will be shared with the team. Anne Bristow Managing partner
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Review titled Unhelpful and unsympathetic
Rated 1 star out of 5
by Anonymous - Posted on 22 March 2023
I had been waiting for almost 6 weeks for a telephone appointment with my doctor. On the morning of the appointment I was sent a text to say the appointment was cancelled due to doctor being unwell and I would have to call them to rebook. I called and was told the earliest appointment was May. So if I do get seen, I will have had to wait over 12 weeks for an appointment. Whilst I understand that it is not the reception staff who can change this, the unsympathetic, matter of fact, ‘sorry it’s the way it is’ approach wasn’t overly helpful when I was clearly upset by this.
Visited March 2023
Headcorn Surgery has not yet replied.
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Review titled They have problems
Rated 3 stars out of 5
by Anonymous - Posted on 01 March 2023
told by pharmacist to see a doctor as she could not help.phoned to get an appointment but told there all gone on the day or book for 5 weeks time which seems a long wait or try again tomorrow for on the day. left it a week tried again told on the day are emergency, asked is it a emergency said yes as do not want to wait 5 to 6 weeks. told doctor will phone and could I send a picture as doctor will decide if they need to see me ! asked what sort of time doctor will call, told it is on afternoon list but might be between there appointments, so could be anytime ? If this is the case why could I not have had a phone call the first time as you don't see a doctor or even go to the surgery. if your case is an emergency should you not be at a+e. I look forward to your reply but please do not copy and paste like all your other reply
Visited March 2023
Headcorn Surgery has not yet replied.
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Review titled Long Long wait
Rated 1 star out of 5
by Chris - Posted on 17 March 2023
Please can you tell me why I phoned at 11.55 and you have not answered the phone by 16.10 I have had to listen to your music for over 4 hours. You can not describe this as good service, and you can not have anybody answering the phone. you win I've given up after 4 hours and 15 minutes
Visited March 2023
Headcorn Surgery has not yet replied.
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Review titled Awful practice
Rated 1 star out of 5
by Anonymous - Posted on 29 March 2023
Having been on hold for 20 mins, whoever eventually accepted the call cut me off immediately. Called back and I’m now position number 7 in the queue! That will be another 35 mins on hold at least… A doctor gave me direct instruction to phone back for further urgent testing if some of my results came back clear of infection as I’m experiencing daily symptoms that need to be explored. I’ve had receptionists phone me and tell me I don’t need any further action (not sure she knows more than a Gp) someone offered me an appointment in 7 weeks time. They lost a 24 hour urine sample for me as it wasn’t labelled correctly so someone disregarded it and didn’t even let me know it had been lost and not sent off to the lab. they dont communicate well at all, they have zero availability - I’ve had to go privately as I simply cannot get the care I need here. 1 or 2 receptionists are lovely. Some think they know more than the doctor and patient.
Visited March 2023
Headcorn Surgery has not yet replied.