Aylesford Medical Centre

Prescription reduced without reading my notes

I have only been with this practice for a few months. When I first requested my repeat prescription, I was informed that I could no longer continue on the dose that my previous GP had prescribed. The clinician at this practice did not appear familiar with my medical history and suggested alternative treatments that I had previously tried without success. The following month, I was asked to reduce my medication further. It seemed the clinician had not reviewed my notes thoroughly and appeared to disregard the recommendations from my previous GP, pain specialist, and orthopaedic consultant. During a face-to-face appointment, I did not feel heard regarding my concerns, particularly about how medication changes would affect my ability to work and manage my daily activities. My pain medication was withheld for several days until I could attend an appointment, and when I raised this concern, the clinician confirmed they were aware of my situation. I found this approach unhelpful given my circumstances. The clinician appeared to misunderstand the purpose of my medication and the reasons for my mobility difficulties. After years of trying various treatments and procedures, I had finally found a medication regimen that improved my quality of life, and leaving my previous practice now feels like a significant mistake. Upon reviewing the appointment notes, I noticed the clinician had not documented that I had already made medication reductions, instead recording that I was unwilling to try alternatives. I have been managing chronic pain for many years and have explored numerous treatment options. I also observed that other clinicians at the practice appear to require approval from this clinician before proceeding with prescriptions or treatments. Throughout my medical history, I have not experienced an approach that felt this dismissive. I gave the lowest rating only because it was required, and I wish I had read other reviews before registering with this practice.

Waiting for prescription service response

Had a disappointing visit today with several frustrations. I'm currently waiting to hear back regarding a medication request. Taking time to process my feelings about the experience. Trusting that the team will follow through on what they've committed to. Should that happen, I would be willing to return and revise my feedback positively.

Long wait for appointment, excellent care received

Getting an appointment took some time, though this seems to be a common challenge across many practices. Once I was seen, however, the care I received was excellent. I was very satisfied with the overall experience!

Difficult to get rescue pack without visiting surgery first

A clinician at the practice appears reluctant to provide emergency medication packs without an in-person assessment first. This means patients experiencing respiratory distress must make a lengthy journey to the surgery while unwell, which seems counterproductive to the stated purpose of having such provisions available at home to prevent emergencies. The requirement to attend in person before receiving support, particularly when someone is struggling to breathe, raises questions about whether this approach prioritises cost savings over patient welfare and infection control.

Couldn't book online when we needed help

Disappointing experience with the service. I attempted to arrange an urgent appointment for my child but was instructed to telephone back the following morning at a specific time. This was impractical given my work commitments. The practice does not offer online booking options. I felt there was a lack of understanding and consideration shown. As a result, we attended an accident and emergency department instead, where my child received a diagnosis and was given medication—services I would have expected the practice to provide. I found the overall organisation of the practice to be inadequate and inefficient.

Staff ignored repeated requests for help

This practice has been disappointing to deal with. The team came across as unhelpful and dismissive. I made multiple attempts to get assistance with a straightforward matter—leaving several messages, sending an email, and visiting in person on two separate occasions—but received no response or support. The lack of engagement is frustrating, and it reflects the poor feedback the practice seems to receive overall. I would rate this experience much lower if possible, as my interactions have been consistently problematic without any resolution.

Staff made me feel genuinely valued and heard

I was so impressed with my recent appointment. The healthcare professional I saw demonstrated exceptional kindness, care, and support throughout our consultation. They made me feel that my concerns were valued and taken seriously, which meant a great deal to me. I'm grateful for their compassionate approach. The entire team at the practice is pleasant and helpful, creating a welcoming atmosphere where patients genuinely feel acknowledged and respected. Thank you for providing such a positive experience.

Friendly reception made all the difference

A really positive experience with the medical team and reception staff who were both pleasant and welcoming. It was refreshing to receive such helpful support. Thank you.

Quick response from reception to prescription

I cannot praise this surgery enough. The team members that have dealt with me have been empathetic and efficient. The clinical staff have changed this surgery for the better. I have only had good dealings with them. Went in for advice at reception, the receptionist said she would forward my concern to the clinician and within a short time had a response to say my prescription was ready. The clinical team has tried all they can to help and refer my concern appropriately.

Practice has improved and staff are helpful

The practice has shown considerable improvement. The entire team demonstrates a helpful and supportive approach.

Refused treatment over private test results

A clinician at the surgery declined to provide treatment for my condition. Due to feeling severely unwell and experiencing significant pain, I arranged private testing which identified a bacterial infection of considerable severity. After submitting these results to the surgery, the clinician questioned their private status and subsequently declined to treat the infection based on this. They also declined to arrange an NHS test to enable treatment through standard channels. A month has passed since initially seeking assistance and I remain uncertain about how to proceed. I would not recommend this surgery. I feel that my condition has been left untreated, resulting in ongoing substantial pain and distress.

Minimal wait and helpful service

Minimal delays experienced, satisfactory level of service provided.

Reception dismissed appointment time confusion without listening

When I arrived this morning for routine blood work and a pressure check, I was informed that I had missed my appointment slot, as it was 7:56 and my scheduled time was 7:44. This represented a 12-minute delay. I explained that according to what I had been told during my booking call, my appointment was actually at 8:30. The receptionist disagreed with this and stated that the error was on my part, meaning I could not be seen that day and would need to reschedule for the following Friday instead. I offered to wait, explaining that I had arranged time away from work specifically for this appointment, but this request was declined. I checked my phone records and found no message confirming the earlier time slot. It was only when my appointment reminder alarm activated at 8:20 that the correct time of 8:30 was confirmed, which matched the time I had entered into my phone when the appointment was originally booked.

Communication breakdown left records repeatedly mislaid

My sister attends this practice and has experienced recurring difficulties with her care. She feels that the clinician formed a negative impression during their initial interaction, which she believes has affected the quality of her treatment. She has reported concerns about missing medical records, delayed communication of test findings, and difficulty accessing information from her file. She has also felt frustrated by phone calls requesting information that she believes should already be available. As the sole carer for two children, she is concerned about the impact these issues are having on her health management. She has experienced problems with information being passed to hospitals that she feels may have caused additional delays in her care. Additionally, she has encountered difficulties obtaining repeat prescriptions, even when she believes appropriate authorisation is documented in her records. Overall, she has significant concerns about the standard of care she is receiving.

Feeling heard and getting appointments easily

I've had the opportunity to visit the centre a couple of times recently and have been genuinely impressed by the staff and the overall experience provided. While my experiences haven't consistently been positive in the past, there has been a noticeable improvement lately. It now feels straightforward to secure an appointment, and when you attend, the team takes time to listen and engage with your concerns. I hope this positive standard is maintained going forward!!

Staff were polite and helpful

The team demonstrated courtesy and professionalism throughout my visit.

Couldn't get through on the phone

This practice has been quite disappointing. I would not suggest this surgery to others.

Phone system message is unnecessarily long and frustrating

Upon registering with this practice, I reviewed the existing feedback and wondered if matters could genuinely be as problematic as described. However, my experience has confirmed significant concerns. The facilities appear considerably outdated, and it seems the practice prioritises financial matters over investing in environmental improvements. The telephone system is frustrating, featuring an unnecessarily lengthy recorded message that feels excessive for callers. My interactions with the lead clinician left me feeling rushed and unheard. There appeared to be limited engagement with my concerns, and I formed the impression that efficiency targets may have taken precedence over thorough patient consultation. I would recommend considering alternative options.

Difficult to book appointments at this practice

The clinician is pleasant, however appointments are difficult to obtain. The practice appears to have insufficient staffing levels to meet patient demand.

Staff made me feel properly listened to

Excellent GP practice. The entire team consistently demonstrates friendliness and creates a welcoming atmosphere. One particular clinician stood out as exceptional, providing thorough and supportive care. I consistently feel heard and valued during my appointments. I have attended multiple consultations with various team members for different concerns, and each time I have felt properly listened to. The practice team regularly goes the extra mile, and I believe they merit a higher rating than the two stars given.