Old Road West Surgery
30 Old Road West, Gravesend, Kent, DA11 0LLContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled I'm grateful for all of the improvements here
Rated 5 stars out of 5
by M.C. - Posted on 09 September 2024
From my most recent experience this is currently an excellent practice, providing a professional yet caring service. I now feel that my health is in good hands and is taken seriously. A few years ago (like many) I was very disappointed with this clinic as it was dismissive towards it's patients and tried to avoid it due to bad experiences. Thank you to all the current team there for all of the improvements and providing a great health service to those in the area. The only point for improvement would be an online booking system option (as many places now offer) as it can still sometimes can be difficult to access an appointment via the phone line.
Visited September 2024
Review titled Old Road West Surgery
Replied on 11 September 2024
Dear Patient M.C, Thank you for taking the time to leave such lovely feedback, which we have shared with the team! We are delighted to hear that the changes we have been making at the surgery have made a positive difference. Your support encourages us to continue improving our services and ensuring the best experience for all our patients. Thank you for your suggestion, in regards to online booking. We understand that it can be difficult to call in at times, so offer patients the option to submit an eConsult (https://oldroadwestsurgery.webgp.com/). We also send some patients links to book in for certain reviews e.g. asthma/ diabetic reviews or flu vaccination appointments. We are constantly looking at ways we can develop this further. Best wishes, Carlyne (PM)
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Review titled 5/5 service
Rated 5 stars out of 5
by Liam - Posted on 24 July 2024
I transferred to this practice about 18 months ago. I have an ongoing condition that I had prior to registering with Old Road West. Every member of staff I've dealt with has been friendly, compassionate and professional. Even with the global IT issue that affected almost every GP practice in the country, they've still maintained, in my opinion, a high level of care and professionalism. I had an appointment on the Friday of the outage and they still ran on time. Some might say this is an exception, but I find if you're polite and respectful to them then they are to you. When I've had telephone consultations they've all been on time and not rushed (my previous GP practice would call when they felt like it, without reading any of my history, then rush to conclude the call!). Thank you to each and every member of staff that I've dealt with at Old Road West.
Visited July 2024
Review titled Old Road West Surgery
Replied on 26 July 2024
Dear Liam, Thank you very much for your kind words. We are thrilled to hear about your positive experience and the friendly, compassionate and professionalism of our team who are committed to providing the best care possible. Your feedback has been shared with all staff this morning (a wonderful way to start the day), and is most certainly motivation to continue offering excellent service. Best wishes, Carlyne (Practice Manager)
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Review titled Very good practice
Rated 4 stars out of 5
by julia sandford - Posted on 27 November 2023
I appreciate everybody has different experiences. This is mine and my family's Admittedly one year ..two years ago it was very very frustrating thats putting it politely. But we have all been through very unprecedented circumstances. In the last year or so all I can say is the service has been brilliant. You have to try a bit on the phone to get through But they do have a service to call you back and you are placed in the queue ,which is very good, you do have to phone up first thing or mid to late morning to get appointments. . I get to see a doctor speak to a doctor or advanced general practitioner. Normally whatever I Request . The receptionists have been lovely too very helpful. I just felt I wanted to Leave my review as I feel it's Good to leave positive feedback when deserved... like I say I will reiterate this is my experience ,I do know other people have different experiences but I believe praise when praise is due.... very grateful to have this fantastic service.
Visited November 2023
Review titled Old Road West Surgery
Replied on 04 December 2023
Dear Ms Sandford, Thank you very much for taking the time to leave such wonderful feedback! We have been implementing some changes over the last two years, (including updating our phone system) and I am delighted that the benefits of these changes are being felt by you and other patients alike. I will be passing on your lovely feedback to all staff, as this will certainly be a lovely boost, during one of our busiest times of the year. Best Wishes, Carlyne (PM)
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Review titled Horrific wait on hold to book a GP appointment
Rated 1 star out of 5
by Anonymous - Posted on 23 November 2023
People are ringing their GP practice because they have health concerns. God help the elderly and everyone else simply trying to get a GP appointment because the likelihood is they'll spend an inordinate amount of time trying to get over the first hurdle of getting through to the surgery. Utterly appalling. This morning I spent 48 minutes on hold listening to piped music before I reached No 10 in the queue....I suspect I'll have spent over 90 minutes before I eventually get to speak to a receptionist. This is appalling. The telephone/appointment system is clearly broken at Old Road West Surgery
Visited November 2023
Review titled Old Road West Surgery
Replied on 24 November 2023
Dear Patient, We are sorry to read that you have had difficulty getting through to reception. As a practice we are constantly looking at ways to reduce the amount of calls coming through to reception. So far, we have reduced this by allowing patients to book themselves in for a number of review/ vaccination/ smear etc appointments via text message without having to call into the surgery. However as we are now in cold and flu season we understand that wait times can be longer as our phone lines are inundated with calls (particularly first thing in the morning). On the day you mentioned we had 150 calls coming through within the first hour, and this unfortunately does take some time for reception to work their way through. We do have the option for you to use the call back feature, so you do not need to physically stay on hold, and the system will automatically call you back when you are next in que to be answered by reception. Please be assured that the Practice is taking this very seriously and is continuously looking at ways to improve our service. If you would like to discuss this matter further, please do not hesitate to contact us; olroadwest@nhs.net
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Review titled Very helpful
Rated 5 stars out of 5
by Anonymous - Posted on 25 October 2023
Found the ladies on reception very helpful And caring for one of my elderly relatives. Really went out of there way to sort out a prescription for my father in law , first they got me a prescription that should of been ordered days before , then when I went back because all the chemist networks were down they managed to sort it out a different way . Outstanding service thank you very much .
Visited October 2023
Review titled Old Road West Surgery
Replied on 26 October 2023
Dear Patient, Thank you for taking the time to share your your positive feedback. We are delighted to hear that our reception staff had provided outstanding service! At Old Road West we always strive to provide excellent care and support to our patients, so it is wonderful to hear that we have met your expectations. Your kind words will definitely be shared with our team, as they are a great motivation for all of us to keep up the good work! Kind Regards, Carlyne (Practice Manager)
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Review titled absolutely terrible
Rated 1 star out of 5
by david stanley cripps - Posted on 15 June 2023
i had a diabetic appointment today where the diabetic nurse checked my feet.she stated she could hear a pulse..last year she said the same thing,however,i have seen another nurse and a doctor at same surgery and a specialist at darenth vally hospital who catagorically state that i have no pulse she also got weight and blood pressure reading incorrect..this woman is a disgrace and should never be allowed near another patient
Visited June 2023
Review titled Old Road West Surgery
Replied on 16 June 2023
Dear Mr Cripps, Thank you for your feedback. We are very sorry to hear that you feel this way following your recent diabetic check as well as the one last year. We note from your recent diabetic visit that the records to not correlate with the information you have provided regarding the nurse hearing a pulse. This has been recorded as absent on the left foot. We would be more than happy to discuss this matter further, and an appointment can be made with one of the doctors. We look forward to hearing from you. Please note, we have also sent you a private email with an offer to see one of our doctors. Sincerely, Old Road West Surgery
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Review titled The practice should be struck off
Rated 1 star out of 5
by Tom - Posted on 30 March 2023
Join the old road west party game. You phone up at 0830 for a doctors telephone appointment and are offered the option of the receptionist calling you back when it’s your turn. I did take this option as Ian sick to death listening to the lead practitioner telling me what a wonderful practice this is, what rubbish. Whilst waiting you are not allowed to use the phone as they will only call once. Quick tell everyone in the world not to phone you. Just after 9am the surgery did ring, I explained the situation that I only needed a phone call for the doctor to rectify what they didn’t do in the first place. She did first explain that there were no more telephone calls anytime today , what are they doing they have only been open just over thirty minutes. It was left that the prescription person would contact the doctor and he / she would make a decision. To obtain the results I would need to phone back later today. As a bonus I could hear yet again how wonderful the practice is……not. The more you have to do with this practice the worst it gets, I have offered my services as manager. They would not like that at all , mass staff walkout me thinks. Great step forward for the nhs. Perhaps if they had a manager that could manage just perhaps they could sort out an affront to the good name of the nhs. Like the Titanic I am a firm believer that the problem starts at the top, there is an urgent need for change and I don’t believe the person to do it works in that building. Dreadful dreadful disorganised place. If they is anyone in any doubt of my frequent complaints about this practice, look into them they are al, genuine.
Visited March 2023
Review titled Old Road West Surgery
Replied on 31 March 2023
Dear Tom, Thank you for your feedback. The call back feature enables patients to be keep their position in the que without physically having to hold on (with phone engaged), and will automatically call you back when you are first in the que. The phone system cannot automatically continue to call patients back if they do not pick up the requested call back. Old Road West surgery has a mixture of face to face and telephone appointments. At the time of your call, our telephone appointments had been booked for that day. Our reception staff did however offer an on the day face to face appointment, which you declined. Our reception staff do go above and beyond to try and accommodate patients as best they can. If an on the day appointment is however refused, the alternative would be that a patient would have to call back to arrange an appointment another time if all on the day, two week in advance appointments or Hub appointment have been booked. I am sorry that you have not contacted the practice following your previous comment to discuss any personal issues you may have. However, I hope this has helped to clarify a few of the points you have raised. If you do wish to discuss the matter any further please contact oldroadwest@nhs.net. Kind Regards, Old Road West Surgery
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Review titled Fantastic
Rated 5 stars out of 5
by Anonymous - Posted on 31 March 2023
Never had any issues, the staff are all friendly and extremely supportive. Never had any issues with getting an appointment and have received fantastic care every time.
Visited March 2023
Review titled Old Road West Surgery
Replied on 03 April 2023
Dear Patient, Thank you for taking the time to share your positive feedback with us. It is wonderful to hear that our service has met your expectations and that you have had a pleasant experience with us. We strive to provide exceptional service to all our patients and it is always rewarding to receive positive feedback. Kind Regards, Old Road Wes Surgery
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Review titled Dreadful Practice
Rated 1 star out of 5
by Tom - Posted on 24 March 2023
Good people go Gravesend if one is looking for an efficient well run Doctors practice. Put this practice at the bottom of the list and insure it stays there. I haven’t met anyone who has a good work about it. In fact the more one speaks about it to patients, the more you will discover their deficiencies.
Visited March 2023
Review titled Old Road West Surgery
Replied on 29 March 2023
Dear Tom, We are sorry that you have felt the need so complain about the service you have received at Old Road West surgery. We take all patient feedback seriously and are constantly looking at ways we can improve. In order to address any particular concerns, we would be happy to discuss this further. Please feel free to email oldroadwest@nhs.net for the attention of the practice manager. Sincerely, Old Road West Surgery
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Review titled Unable to book appointments.
Rated 1 star out of 5
by Anonymous - Posted on 08 November 2022
Receptionist very rude and abrupt. Asked to contact at 8:30hrs but never answer the calls. When they finally answer they tell you there are no appointment call again tomorrow at 8:30hrs. I did the same today and same answer. My son is 10 years old with fever and requires antibiotics but receptionist do not care or even try to assist. Poor service and unbelievable.
Visited November 2022
Review titled Old Road West Surgery
Replied on 17 November 2022
Dear Patient, I am sorry that you have felt the need to complain about the service you received at Old Road West Surgery. I understand and sympathise with you that there can be a wait on the phone lines, due to the volume of calls we get into the surgery. We are constantly looking into ways we can alleviate the pressures on our phone lines. I am sorry to hear that you were not able to get an on the day appointment. We do offer appointments up to two weeks in advance for patients to book into. We will most certainly feedback how you felt during your recent interaction with our receptionist at our next staff meeting in order to prevent this from happening again. If you would like to discuss the matter further, our reception manager would be happy to discuss.