Springhead Health
Fleet Health Campus, Vale Road, Northfleet, Gravesend, DA11 8BZContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Excellent staff
Rated 5 stars out of 5
by Mary-Rose Ellis - Posted on 10 May 2023
I have had reason for frequent visits to the surgery in recent months. I have nothing but praise for all the staff from the nurses, doctors and also receptionists. I have needed quite a lot of assistance and treatment and at all times have been treated with courtesy, care and respect and made to feel like nothing was too much trouble and I was not being a nuisance so a massive thanks to all
Visited May 2023
Review titled Springhead Health
Replied on 11 May 2023
Dear Mary-Rose, Thank you for taking the time to leave your positive feedback. It's great to hear you have had a good experience each time you have had to visit the surgery. I have shared with your comments with the team. Kate - Patient Engagement Lead
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Review titled Atrocious
Rated 1 star out of 5
by David Rolfe - Posted on 08 June 2023
After months of continual cock-ups with prescriptions with the automatic 'Batch' service I have come off of that before I blew a fuse. I ordered my repeat prescriptions online last Friday and got a reply stating they would be at my chemist in 3 days. They are still not there and I have run out. Care to tell me why?
Visited May 2023
Review titled Springhead Health
Replied on 15 June 2023
Dear David, Thank you for your feedback. I am sorry to hear you have had issues/delay with your prescriptions. I recognize this may have caused you stress and inconvenience, for this I am sorry. I will look into this further and update you directly. Kate, Patient Engagement Lead
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Review titled Dreadful practice
Rated 1 star out of 5
by Michelle nash - Posted on 08 March 2023
Absolutely shocking practice, prescription clerks are totally inapt. My husband and I have lots of medications and for the past 9 months there have been constant problems. I think it's disgusting how this surgery can play games with people's mental health and pain medications. I put a prescription in on 27/2/23 for my husband and its still not ready. This surgery needs a complete overhaul of their prescription clerks. Not impressed at all
Visited February 2023
Review titled Springhead Health
Replied on 10 March 2023
Dear Michelle, Thank you for your feedback. I am sorry to hear you are having issues with prescriptions. The team are currently up to date with the requests. I will look further into this using the details you have provided and come back to you with a clearer response. Kate, Patient Engagement Lead
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Review titled Problem sorted
Rated 4 stars out of 5
by Sandra - Posted on 21 January 2023
Most of my repeat medications are on the Batch Repeat section of ordering my prescription. Though one item is a Controlled Drug so up until now I have ordered via email to the Team at the Surgery. Even though notes are on my records not to order a particular brand as it is not suitable to my skin, and I don't want waste my time and that of the Surgery sorting it, I sometimes receive the wrong medication and thus then takes time to sort. Which is both frustrating to myself and the team. This last time it happened I contacted a lady at the Surgery who spent a lot of time trying to get to the bottom of the occasional error at the Surgery end. She then requested that the Controlled Drug be put on the repeat section of the app for me to be able to request whenever it is needed. If this lady hadn't been so helpful in getting it sorted it could have gone on and caused more issues. This lady has been so helpful, she is a voice of calm whenever something goes wrong . A lady who is a credit to the Surgery
Visited January 2023
Review titled Springhead Health
Replied on 30 January 2023
Dear Sandra, Thank you for taking the time to leave such lovely feedback. I am glad you were happy with the service and support you received. Kate, Patient Engagement Lead
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Review titled A tale of 2 different Receptionists
Rated 4 stars out of 5
by Anonymous - Posted on 11 January 2023
I had ordered my cd repeat at the beginning of the week. When told it was sent to my Pharmacy I realised I had been given a medication that I could not use successfully. I sent an email firstly then followed it with a call. The receptionist was quite adamant that she could not look at my records to help with error, I do know these things can happen, but I just needed it sorted asap. She suggested several ways of sorting it out, emailing the team (I had), leaving a message on button 1 (I did this after the call, but was worried they wouldn't get it in time) or to go down to the surgery to fill out a form!!!. In the past other Receptionists have sorted it out!! But not this person, Then I asked to be put through to a member of the management team. I was told she could not do that, so I then asked for her to send them a message to contact me asap. She said she could do that. It was a very frustrating call, nothing was achieved apart from my bp getting higher. After a couple of hours I thought I'd try again. This time I spoke with a Receptionist who was so helpful. Completely different to the earlier team member, this lady even rang me back to say that the correct script had been signed off by the Doctor and sent to my nominated pharmacy. What a very great team member. Such a shame the first receptionist couldn't have been as helpful.
Visited January 2023
Review titled Springhead Health
Replied on 30 January 2023
Dear Patient, Thank you for taking the time to leave your feedback. I am sorry the service you received wasn't consistent. I am glad to hear your issue was resolved in the end. Please could I have further details to look into this. Please email feedback.springhead@nhs.net. Thank you. Kate, Patient Engagement Lead
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Review titled Over extended
Rated 2 stars out of 5
by Anonymous - Posted on 19 December 2022
While the customer service reps on phone duty are doing their best to sort out issues and appts. with a sincere effort, it feels as if there is an issue with over-extending available time and too msny registered patients and, also, apprehensuon or avoidance in utilizing outside support, such as the orthopedic triage unit, when that referral might help a patient in need of more immediate assistance. There also appears to be issues with the data base system as in conversation with phone assistance, appts. were missing from the on-line view, as was other data. This includes presciption requests missing....in our case, 3 emails were sent but no visible recording of them, and a controlled drug that must be taken regularly was unavailable for 16 days, resulting in symptoms of withdrawal. A final exampke of the overwhelmed business side was a need for BP medicine prior to an outpatient surgical procedure but an appt. unavailable for 10 days, a phone consult, and medication delayed. Possibly the area we live within is experiencing issues due to the influx of immigrants fleeing countries of war but it seems as if this practice is overburdened with a high number of patiebts and the business management side seems in a strong need of the computer system reviewed for more real-time availability of current information and a need to review why the system is not operating in a closed loop flow within all areas of the practice. We are actually afraid of ending up with life threatening health issues and not being able to assertively express the issues enough to expedite help and for the overwhelmed team to respond to the needs. In all areas of life, most people truly care but there has to be available tools and time and manpower hours to help. It seems a universal concern. Have a blessed holiday season.
Visited December 2022
Review titled Springhead Health
Replied on 28 December 2022
Dear Patient, Thank you for your feedback. There are many challenges and outside factors that impact the day to day running of the surgery. There is a high demand, even more so around this time of year with the winter pressures. We are always looking for ways to improve our appointment availability. We are currently trialing a new appointment layout that enables us to separate acute on the day issues from Chronic/Long term conditions. If you would like to discuss further, please email feedback.springhead@nhs.net. Thank you. Kate - Patient Engagement Lead.
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Review titled Excellent experience
Rated 5 stars out of 5
by Nessy - Posted on 17 November 2022
I recently visited the surgery on 2 occasions and I came away feeling so much more knowledgeable and with a better understanding regarding my issues. The experience has left me feeling in control and it has been such a positive experience. I could not have wished for any better healthcare than I received.
Visited November 2022
Review titled Springhead Health
Replied on 21 November 2022
Dear Nessy, Thank you for taking the time to leave a review. I am happy to hear your experiences have been positive. We use all feedback, both positive and negative to try and improve the services we provide. I will share this feedback with our team. Kate, Patient Engagement Lead
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Review titled Helpful Receptionist
Rated 4 stars out of 5
by Emily - Posted on 25 October 2022
I phoned Springhead last week to ask if my repeat prescription request could be approved, as it was approaching a weekend and my insulin was running out. This is the first time I have used this service and I had submitted the prescription request earlier in the week, but was informed there was a backlog. This is completely understandable in the current climate. The receptionist explained she would message the GP to action the request and in a few hours I received a text to say it had been completed and I was able to collect my prescription from my pharmacy in time. This may seem like a small action, but for me made a huge difference to obtaining my insulin. I will make sure to leave more time in future in requesting prescriptions, but wanted to say thank you for a positive experience!
Visited October 2022
Review titled Springhead Health
Replied on 31 October 2022
Dear Emily, Thank you for your positive comment. I am pleased to hear your received great service from our reception team. I will share this feedback with the team. Kate - Patient Engagement Lead
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Review titled Don't register
Rated 1 star out of 5
by Anonymous - Posted on 21 November 2022
Don't register with them. You can hardly speak to someone at the reception because the line is always busy hence you can hardly make an appointment. They're registered online for repeat medication but not for booked appointment...
Visited October 2022
Review titled Springhead Health
Replied on 28 December 2022
Dear Patient, Thank you for leaving your feedback. We do not currently offer online appointments, however, we hope to offer these in the near future. The phone lines are generally busy but we have expanded our reception team to cope with the demand. If you would like to discuss further, please email feedback.springhead@nhs.net. Thank you. Kate - Patient Engagement Lead
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Review titled Receptionist
Rated 3 stars out of 5
by Anonymous - Posted on 07 October 2022
The receptionists are really helpful . On 2 occasions a particular receptionist has gone out of her way to resolve my issues there and then. She didn't fob me off , but solved the problem and saved me a journey coming back to surgery .
Visited October 2022
Review titled Springhead Health
Replied on 21 October 2022
Dear Patient, Thank you for taking the time to leave your feedback. I am glad your experience was a positive one. I will share this feedback with the reception team. Kate - Patient Engagement Lead