Aylesford Medical Centre

Outdated facilities need updating soon

The facilities appear to be somewhat dated.

Felt listened to again after difficult period

I have been attending this practice for nearly four decades and previously benefited from the attentive care provided by the medical team for the majority of that period. However, following changes that occurred during the pandemic, I found myself seriously considering moving to a different surgery. My experience improved significantly when I was seen by one of the newer clinicians, who demonstrated excellent listening skills and a genuine commitment to patient care. Since then, I have noticed a positive shift in the overall atmosphere of the practice. The administrative team, clinical nursing staff, trainee doctors, and the wider medical team all appear to be working collaboratively to restore the surgery to a high standard of care. I am grateful for the efforts of everyone involved in making this improvement possible.

Straightforward appointment booking and helpful support

I'm satisfied with the service provided and appreciate the assistance received.

Long phone queue left us without urgent appointment

I phoned early in the morning and was informed I was first in the queue with an estimated wait of nearly an hour. Despite being shown as next in line, I decided to visit in person instead. Upon arrival, I was told there appeared to be a system error and that no appointments were available for my infant. I was advised to attend the hospital for care. The hospital visit lasted several hours to obtain medication, and the staff there indicated that the practice should have been able to accommodate this appointment, noting it would have taken only a brief amount of time to assess and provide a prescription. I feel the practice needs to improve its processes and reduce its dependency on hospital services for cases that could be managed locally.

Helpful support with urgent prescription needs

We required our medications promptly ahead of our trip away. The administrative staff member was extremely accommodating and we were able to pick up our medications the day prior to our departure. We appreciate the assistance provided.

Helpful reception staff made all the difference

I had an excellent experience. The healthcare provider was very supportive and helpful.

New ownership brings improved care and listening

Excellent caring medical facility under new management highly recommended

Struggling to book an appointment here

Extremely difficult to secure a consultation slot at this practice.

Reception staff made me feel genuinely listened to

I have consistently found the staff members I have interacted with at Aylesford Medical Practice to be very supportive and accommodating. The receptionist I spoke with today was particularly knowledgeable and provided excellent assistance.

Struggling to book face-to-face appointments here

There has been no meaningful change in the situation. I continue to struggle to secure an in-person appointment, and I find it puzzling that remote consultation slots become unavailable so quickly.

New reception team made a real difference

I cannot believe the difference the new clinician has made to this practice. The new staff and the overall setup is just amazing. The team members who work there are absolutely lovely. This practice really has become wonderful!

Felt genuinely listened to and well supported

The standard of care received over the past few months has been exceptionally good and has surpassed what I anticipated.

Friendly staff but booking appointments difficult

The team members were welcoming and approachable. However, I experienced difficulties when attempting to book appointments.

Long phone queue, no same-day appointments available

I called at the opening time and was eighth in the queue. When the receptionist answered, she informed me that there were no available appointments that day and suggested I either call back in the morning or visit a pharmacy, mentioning it appeared to be just a cough. I have been experiencing this cough for two weeks and it is affecting my sleep significantly. I am now experiencing discomfort and felt I needed to see a clinician to potentially obtain antibiotics. When I explained this to her, she advised me to contact the out-of-hours service as no appointments were available, despite my call being at the opening time and my position being only eighth in the queue. Additionally, I had an appointment a couple of weeks prior because I required a letter from my practice, and I had to wait twenty minutes beyond my scheduled time before being seen. This situation is becoming frustrating and I am dissatisfied. I contribute through my taxes to the NHS and expect to be able to access care when I need it. This is not an isolated experience for me—my family members and neighbours have reported similar difficulties. The service needs improvement.

Phone booking system isn't working properly

The change in management initially seemed encouraging, however my spouse was unable to secure a telephone appointment on two consecutive occasions despite following the Surgery's guidance on how to book. This presents a frustrating situation. The updated website mentions the availability of online booking options, yet the necessary link appears to be missing and no available slots are displayed for reservation.

Service got worse but is improving now

The quality of care has shown signs of decline in the past, though there are encouraging indications of recent improvement.

Clean surgery with quick phone booking process

The team demonstrated considerable expertise and the facilities were maintained to a high standard. The atmosphere was welcoming and supportive throughout the visit. The appointment booking process via telephone was straightforward, and waiting times were minimal. Upon arrival, checking in at reception was a simple procedure to confirm attendance. Overall, the experience was satisfactory.

Morning phone queues make booking appointments impossible

The clinical staff I've seen have been competent, however the appointment booking system is quite problematic. The policy of only accepting calls during morning hours is frustrating, as it often takes several weeks to secure an appointment. I find myself calling repeatedly throughout the morning just to get through, only to be informed that the daily patient quota has been filled and I'll need to try again the next day. This process is extremely exasperating. The reception team can sometimes come across as unwelcoming and appears to lack comprehensive knowledge of procedures. Rather than investigating solutions, they tend to repeat the same information to the many dissatisfied patients contacting the practice, which doesn't seem to drive any meaningful improvements. Update The situation remains unchanged and there have been further concerns. The clinician I now see has a different approach to my previous one, who was very supportive and compassionate. The current clinician's manner feels dismissive, and I've felt made to feel like an inconvenience during appointments. There appears to be a lack of warmth in the interactions, which I find disappointing given the nature of healthcare provision. Additionally, the telephone system continues to be problematic. I've experienced multiple instances where, after waiting approximately 45 minutes to reach a high position in the queue, the call has disconnected. This recurring technical issue is deeply frustrating and reflects poorly on the overall service experience.

Long phone queues make appointments impossible

Extremely disappointing. I would rate this experience as poor. The appointment system presents significant challenges - calling daily results in lengthy wait times in the queue, advance booking options are not available, and there is no proactive communication when services become operational again, leaving patients to repeatedly call back to check status. When attending in person to address concerns, the experience feels unproductive with a noticeable lack of responsiveness or priority given to patient needs. The overall standard of care and attention falls short of what one might reasonably expect from a healthcare provider.

Long wait with only one doctor available

There appeared to be limited medical staff availability during the visit. This was disappointing.