New Hayesbank Surgery
Bybrook, Kennington, Ashford, Kent, TN24 9JZContact details and opening times
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Reviews
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Review titled Oversubscribed and taking on new patients!!
Rated 1 star out of 5
by Anonymous - Posted on 07 March 2023
This practice is oversubscribed. It’s a nightmare getting an appointment was 35th waited 45 minutes yesterday. After being interrogated by a receptionist with no medical back ground then have to wait a couple of hours for a doctor to call you back!! How many patients this practice has I don’t know but am amazed they are still taking on new patients when they don’t cope with the amount of patients they have at the present time!!
Visited March 2023
Review titled New Hayesbank Surgery
Replied on 08 March 2023
Dear Patient Thank you for your feedback; I am sorry to hear that we have not met your expectations. I would be grateful if you could send an email to kmicb.newhayesbanksurgery@nhs.net with your name and the number you called from. This will allow me to look into your individual concerns and audit our phone system. I would like to address the comment regarding "oversubscribed" as I feel it is important that patients understand that as a practice, we cannot "close" our books. We would have to go through a process with NHS England in order to gain permission for this. We have, however, worked with the Kent and Medway ICB to manage our list. We currently register 35 patients only per week. In Nov 22, we had 17695 patients and in March 23 we have 17850. We have taken this step in order to maintain safe levels of care for both patients and staff. We do have a multi-disciplinary team of people who look after our patients including asthma/COPD, mental health, minor illness, diabetes, long term conditions, social prescribers, pharmacists, first contact physio. There are two reasons why the receptionists are asked to request brief details; this is to ensure that we signpost you to the right practitioner first time. It is also so that the clinician can prioritise their lists with regard to clinical need. Thank you for raising your feedback and giving us the chance to explain the system. Kind regards Caron Browning Practice Manager
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Review titled Great doctor
Rated 4 stars out of 5
by Deborah Lewis - Posted on 30 January 2023
I’ve been suffering from gastritis for the last year and had another stomach issue occur last November. The doctor who has been treating me this last couple of months has thoroughly checked my symptoms and ordered a raft of tests to determine what is causing my stomach problems. She’s explained each test and rang me today with the results. She’s still trying to get a definite diagnosis for me but I’m sure once it’s found she will treat it effectively.
Visited January 2023
New Hayesbank Surgery has not yet replied.
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Review titled Hopeless to get through
Rated 2 stars out of 5
by Anonymous - Posted on 07 November 2022
we have been on the telephone for over one hour now and only get the engaged signal not even placed in a que, all that happens is we are cut off after about 30 seconds how the hell can you get through.
Visited November 2022
Review titled New Hayesbank Surgery
Replied on 08 November 2022
Good morning Thank you for your feedback. Unfortunately, it is difficult to be specific when the review is anonymous. I am sorry that you had problems contacting the surgery. We are experiencing high levels of patient demand. We have already upgraded our phones to icloud technology as advised by NHS England. We do have at least 5-6 people answering the calls but demand at times outstrips the number of lines 20+ that we have coming into the surgery. I am sure you can appreciate that not all calls are quick depending on the needs of the patient's phone call. The engaged signal is because there are 20+ callers already in the system, you are not connected to the surgery at all at this point. If your need is not urgent, you can use our e-consult which is available on the website between 7am and 10am. If you would like to send through details of when you phoned and your number, I can ask our phone company to trace your call through the system. You can send this to our email address kmicb.newhayesbanksurgery@nhs.net Kind regards Caron Browning Practice Manager