Springhead Health
Fleet Health Campus, Vale Road, Northfleet, Gravesend, DA11 8BZContact details and opening times
Patient ratings and reviews
Leave a review
Help others by sharing your thoughts and experiences about Springhead Health.
Reviews
-
Review titled Useless appointments system
Rated 1 star out of 5
by Les Brook - Posted on 24 October 2024
I have tried all week to get an appointment,phone at 8am on dot, no. 40 in queue,phone in pm no. 4 in queue no appointments left, can I book for tomorrow. No. Phone in morning, again long no. In queue no chance of appointment, can't get an appointment at reception only phone appointments.
Visited October 2024
Review titled Springhead Health
Replied on 25 October 2024
Dear Les, Thank you for your feedback. Our busiest period for appointment requests is at 8am. I understand it may feel frustrating when there is a high volume of callers but this does not always mean that we do not have the appointment availability to meet that demand. We do have a new telephone system, that allows patients to use the call back functionality. This means the call system will call you back when you reach caller number one in the queue. The 'on the day' appointments are generally fully booked by the afternoon. We do offer pre-bookable appointments but these are subject to availability. We do have e-consult available. All submissions are triaged and an appointment is arranged accordingly. It would be really useful if patients sent their feedback to us directly by emailing feedback.springhead@nhs.net. This allows us to firstly, resolve any concerns or issues and also allow us to identify any training issues or potential improvements to the service we provide. Thank you, Kate - Operations Manager.
-
Review titled Completely unhelpful
Rated 1 star out of 5
by Anonymous - Posted on 30 August 2024
Recently went through a private ADHD diagnosis and treatment as I was told by springhead its a 5-7yr wait list on the NHS, got my shared care file sent over (thorough assessment and monitoring from my consultant) so the medication could be added to my current prescription. Went in to check this had been received (last follow up with consultant end of july) I'm told yes it will automatically be added to my prescription. An hour later I receive a txt to say I need to book an over the phone app I need to call on a Monday which I did waited an hour, receptionist gives a time late August which the medication would have run out by, I ask can I speak with another doctor? I'm told no. (Phone app wasn't my request I simply asked to have my adhd meds added to my prescription) so I take the app given an hour later I receive a txt to say the doctor has refused to take on a private consultantants prescription. (No explanation) I put a complaint in bearing in mind I never see a doctor as I try to look after myself and went down the private route to releive the NHS. I'm told private diagnosis isn't recognised by the NHS which makes no sense as many private consultants work for the NHS and privately. I was asked if I want to go on the NHS waiting list to wait 5plus years for a diagnosis I already have no logic what so ever. Staff clearly don't communicate as after the msg the gp won't take on private consultant prescriptions I'm still called by the GP with the origional booking where I stated that's in 2weeks meds will run out. So iv now changed surgeries who are happy to deal with my request which is a basic add another medication to my prescription as iv done all the work diagnosis and treatment myself Poor service poor communication and making the rules up as they go.
Visited August 2024
Review titled Springhead Health
Replied on 23 September 2024
Dear Patient, thank you for your comment. I am sorry to hear of your experience. When a patient receives a private diagnosis, their specialist/consultant may send the GP a 'Shared care agreement' or 'SCA'. It is to the digression of the individual clinicians if they are happy to sign. If this is signed, the clinician agrees to continue the management of the patients condition. The clinician is not legally obliged to sign the SCA and can refuse. As a practice, we do not accept SCA from private clinics and often private diagnosis's are not recognised through the NHS. I accept that there has been some miscommunications with this due to lack of understanding and training. Thank you for highlighting as we can look to enhance the knowledge within our teams. I am sorry we were unable to fulfil your request and as a result you have moved to another practice. I wish you all the best. Kate, Operations Manager.
-
Review titled Ever improving service
Rated 5 stars out of 5
by Sandra - Posted on 29 August 2024
I'd like to thank the team who do a great job of authorising prescription requests both Batch Repeats and Controlled Drug requests. This team has been steadily improving and making it easier for me and I hope other patients get their meds on time. Occasionally I have had to order early due to holiday commitments and when I have explained that it has been dealt with without any issues, and the team have emailed me back to confirm it has been accepted. If I have a query about my scripts they help wherever possible. Recently when replying to me I noticed a change to the replying email address, on my next request for a Controlled Drug I asked if the email address had changed in case my request had not been accepted. They very quickly responded to say that the original email address had not changed, but when they reply to patients a different address will be used. I have to say I find this to be brilliant service by a team that must be very busy most days. In my view Springhead Health has come a long way in giving excellent service to their patients since the dreadful days of post Covid. A 5 letter word most of us dislike. Thank you to the Team at Springhead Health.
Visited August 2024
Review titled Springhead Health
Replied on 23 September 2024
Dear Sandra, Thank you for leaving your feedback. I am pleased to read you have received a good service from us. I am glad you have noticed an improvement. We are looking at improving our turnaround time for prescription requests as per patient feedback. Thank you again for taking the time to share your experience. Kate, Operations Manager.
-
Review titled Cant actually get an appointment
Rated 1 star out of 5
by Anonymous - Posted on 16 July 2024
The doctors at this surgery are great, trouble is you will never actually be able to see one. This is mainly due to two things firstly you ring at 8 am to get an appointment and the phone is engaged for 5-20 mins to then sit in a que of 20+ people to then be told when you get through that there are no appointments available phone again tomorrow or got to urgent care at the hospital. And second E-Consult what a joke that is got a problem put one of these in and you'll be waiting 3 weeks or more for an appointment to get it sorted out. Had an reaction to drugs they issued and when phoning them they refused to even get the doctor to speak with me and told me to go to A&E which i did to be told after 12 hrs of waiting that there was nothing wrong its a reaction to the drugs see you doctor. Trying to get a fit note recently phoned up no appointments did an e-consult booked me an appointment for 3 weeks time. Absolutely useless. Do not go to this surgery they are terrible and they should be ashamed of the service they provide the public.
Visited July 2024
Review titled Springhead Health
Replied on 18 July 2024
Dear Patient, Thank you for your feedback. I do accept that booking an appointment can be difficult at times. The appointment availability does not always meet the demand we face. We do have to signpost patients to other services once our capacity is full. E-consult is an effective online option. All e-consults are triaged and an appointment is booked accordingly. The triage advice may indicate that the patient can be offered a routine appointment which is usually within 3-4 weeks. I appreciate the phone lines can be busy. We do have a dedicated reception team who answer the calls as quickly as possible. It would be really useful to look into your experience so we can identify any areas for improvement. Please kindly email me on feedback.springhead@nhs.net. Thank you. Kate, Operations Manager.
-
Review titled Thorough treatment
Rated 5 stars out of 5
by Steve Bull - Posted on 19 September 2024
I was treated by a doctor earlier this year for symptoms who recommended further investigation which found a potentially life threatening condition. The doctors professional diligence therefore saved my life and I can't thank him enough
Visited July 2024
Review titled Springhead Health
Replied on 23 September 2024
Dear Mr Bull, Thank you for sharing your experience. I think your words say it all! The clinicians actions have given you the best possible outcome. Take care and I hope you are steadily recovering. Thank you. Kate, Operations Manager
-
Review titled Solution Focused Practice
Rated 5 stars out of 5
by Anonymous - Posted on 26 June 2024
I wanted to share my thanks to the receptionist. I had totally forgot that my prescription had gone to Chatham and not the pharmacy next door. Not only did she help me to get a reprint, she advised to talk to the pharmacist next door and if they couldn't help and that I would then need to pick up from Chatham, she would do her best to accommodate any late return.
Visited June 2024
Review titled Springhead Health
Replied on 08 July 2024
Dear Patient, Thank you for your feedback. I am really pleased to hear that you received such great service. It would be really good to share this with the receptionist directly. If you wouldn't mind, please kindly email me on feedback.springhead@nhs.net with the details of the receptionist who assisted you. Thank you. Kate, Operations Manager.
-
Review titled Great service
Rated 5 stars out of 5
by Leigh - Posted on 18 June 2024
Have had a good experience of Springhead Health. Have supported me with my diabetes so much so that it’s almost in remission and the reception staff have tried their best to help almost every time. E consult is very useful to me if unable to get through The staff are very supportive and listen, even if they are busy. A good service.
Visited June 2024
Review titled Springhead Health
Replied on 20 June 2024
Dear Leigh, Thank you for your feedback. I am really pleased to hear of the great care you have received from the surgery. All staff, whether it be clinical or non-clinical play an important part in the patient's journey & experience. I have circulated your feedback to the wider team. This will be a great boost for team morale. Thank you. Kate, Operations Manager.
-
Review titled More
Rated 3 stars out of 5
by Sanjeet Parmar - Posted on 06 June 2024
I am trying to call reception for last two days but always get into long queues and have to wait for long long time just to speak to reception. Recently waited for 30 min in the queue and my turn came, reception never answered the phone and kept ringing for 7 minutes. At last i had to cut the phone and redial again and join the queue again which is very frustating. Admin / Reception needs a lot of improvement. Also, waiting for daughter's e-consult call from Springhead Health but didn't receive any calls. Had to remind them again after 2 days. It is very had to get in touch.
Visited June 2024
Review titled Springhead Health
Replied on 20 June 2024
Dear Sanjeet, Thank you for your feedback. I am sorry to hear the phone lines were busy when you tried to contact the surgery. Our lines can be very busy at times but the team work very hard to manage the call queues as quickly as possible. All e-consults are triaged and the appropriate appointment date/time is arranged. If you would like me to look further into this, please kindly email me on feedback.springhead@nhs.net. Thank you. Kate, Operations Manager.
-
Review titled Website
Rated 4 stars out of 5
by Andrew Mills - Posted on 21 May 2024
Hi, Reception asked me to complete a travel vaccination form and email in for another matter. Your website drop down menu's should include all service options - it was difficult to find the vaccination form and I had to phone for the email address - thanks
Visited May 2024
Review titled Springhead Health
Replied on 23 May 2024
Hi Andrew, Thank you for leaving your feedback. It would be useful to know the nature of your second query. Please kindly email me on feedback.springhead@nhs.net so I can look into this further. Thank you. Kate, Operations Manager
-
Review titled Great Communication
Rated 5 stars out of 5
by Anonymous - Posted on 31 May 2024
I had a very good experience with the Surgery in regards to Private MRI Results. From the Receptionist through to the staff in the Practice, they liaised efficiently and quickly about obtaining the Report, MRI Images and making onward Urgent Referrals. With the efficiency of the response to all emails, they have managed to put my Son's mind at ease, knowing that the matter was in hand and action was being taken. We understand that Surgeries are busy, but cannot fault the support provided by the Practice Manager and her Team, they have gone above and beyond, and whilst the Practice Manager went on Leave, her Team have stepped in to continue with the high level of support. Thank you to everyone who has been involved in this matter, truly appreciate everything you have done.
Visited May 2024
Review titled Springhead Health
Replied on 07 June 2024
Dear Patient, Thank you for taking the time to leave your comment. I am really pleased to hear of the great service you have received. Its great to hear of the team work involved that contributed to your smooth and efficient care. I will share this feedback with the wider team. Thank you again. Kate, Operations Manager.