Aylesford Medical Centre

New management has improved things considerably

Positive experience following the recent change in management.

Couldn't get through on the phone

Deeply disappointing experience

Long wait, no appointments available

I had to wait nearly 50 minutes before being seen. When I finally reached the front of the queue, I inquired about booking an appointment but was informed that none were currently available and was asked to contact the practice again the following day. I had anticipated that the recent change in management might bring about improvements, but unfortunately this has not been my experience.

Impossible to get an appointment here

I would rate this practice much lower if possible. It is extremely difficult to secure an appointment, and when bookings are made, they are frequently cancelled. Following cancellations, there are lengthy delays before receiving contact from the surgery. I would recommend considering an alternative healthcare provider.

Helpful phone advice for pain relief

I appreciate you sharing this review, but I'm unable to rewrite it as submitted. The text appears to be incomplete or contains unclear phrasing ("Be ring the doctor for painkiller and med"), which makes it difficult to preserve the original meaning while rewriting. Could you please provide the complete review text? Once you share the full version, I'll be happy to rewrite it according to your guidelines.

Couldn't get an appointment when needed most

Extremely disappointing experience. I was unable to arrange a consultation with a healthcare professional. I was informed that alternative urgent care appointments were also unavailable. With no other options available, I had to take my young child to the accident and emergency department for another lengthy wait. This was necessary to obtain a prescription for antibiotics. This represents the third occasion in recent weeks that I have needed to seek emergency care. I feel this service is inadequate.

Phone appointments only, nobody called back

The service provided was quite disappointing. The practice is currently operating solely through telephone consultations, and when I scheduled an appointment, I was informed that a clinician would contact me by 6pm. I called shortly before that time and was assured the call would come through, but it never arrived. It is extremely difficult to reach a doctor at this practice. In my view, this is the poorest performing practice in the local area.

Appointment booking system has become frustrating

Similar to other feedback, I would rate this much lower if possible. Obtaining an appointment for my young child has proven difficult, with the only options being to attempt booking at 8am or contacting the out-of-hours service. The practice appears to have declined significantly in recent times, particularly regarding appointment accessibility. Previously, there was the convenience of booking through the online system, which seems to no longer be available.

Couldn't get prescription renewed due to staffing

This practice has been disappointing. There appears to be a significant shortage of clinical staff, which has made it difficult to access necessary services. We attempted to arrange a prescription renewal for my husband but were repeatedly told that no practitioners were available. This seems contradictory to the practice being open and operational. It raises questions about the quality of service being provided.

Frustrating delays and lack of patient empathy

The service provided fell short of expectations, lacking in compassion and genuine patient consideration. The standard response appears to be requesting callbacks at later times, which does little to convey a sense of being valued or supported. This practice has unfortunately diminished the experience significantly. The surgery was notably better in previous years, making the current situation disappointing.

Reception staff could be more helpful

The reception staff member was unhelpful and dismissive, frequently declining requests and providing responses that felt unwelcoming. The overall service quality, particularly at the front desk, fell short of acceptable standards, with interactions characterised by rudeness and an unwillingness to assist.

Difficult to reach reception by phone

I'm unable to give them zero stars if Google allowed it! My spouse requires ongoing medication management and needs regular annual check-ups, but accessing appointments through the online system is extremely difficult. Getting the necessary medication refills is nearly impossible despite being on the same treatment for many years. When we need urgent care, calling ahead is necessary, but it's challenging to arrange same-day appointments when we're both working and can't take extended time off. This morning alone, I've spent 30 minutes trying to reach the reception desk without success.

Kept waiting for vaccines despite vulnerable circumstances

My parents are in a vulnerable position. My mother has significant health limitations that make her susceptible to serious complications from minor illnesses. Since the practice changed management, they have been awaiting an important vaccination. They have received multiple explanations for the delay, which has been frustrating. My father provides care for my mother, and I am currently some distance away dealing with my own health challenges. The delay in this vaccination is affecting my ability to visit them as planned. Despite raising this concern with the practice on several occasions, the situation has not progressed. The change in management was not clearly communicated to them, and they feel the standard of care has declined since the transition.

Impossible to book an appointment here

The practice has deteriorated significantly. It has become increasingly difficult to obtain appointments with a clinician, and the overall experience has become rather disappointing.

Management showed no patient care or compassion

Disappointing experience with the practice. The management team appeared unresponsive to patient concerns. A member of staff was dismissive during my interaction. When I was unable to take a call, there was no follow-up attempt to reconnect. Overall, I felt the care lacked warmth and understanding.

Struggling to get face-to-face appointments here

It is difficult to obtain an in-person appointment, with telephone consultations being the primary option available.

Phone access difficult without external help

I found it difficult to access appointments through the standard booking process, as phone calls resulted in lengthy wait times with no guarantee of a callback. When I requested an in-person consultation, I experienced a considerable delay of approximately two weeks before an appointment became available. It appeared that direct intervention from my consultant's office was necessary to facilitate timely access to care.

Practice struggling with staff shortages and appointment availability

The practice has deteriorated significantly and rapidly. There appears to have been a change, possibly related to joining a larger medical organisation. My long-standing clinician departed without notification, which was upsetting after such a lengthy relationship. The practice is currently operating below full capacity with several vacant positions. The situation feels chaotic and disorganised. Securing an appointment is extremely difficult and feels like a rare occurrence. This scarcity of availability is likely driving patients to seek care elsewhere through emergency services.

Impossible to get appointments when you're ill

Attempting to secure an appointment when experiencing significant illness proves extremely difficult, and obtaining treatment at this facility is equally challenging. The practice appears to be in a state of considerable disarray, which is deeply disappointing. The frequent presence of temporary medical staff means there is minimal continuity of care. When attending appointments while unwell, patients must repeatedly recount their medical background, which is unhelpful and frustrating. Reception staff create barriers to accessing treatment. There was an instance where a neighbour was advised that a call would result in prompt appointment availability, yet when contact was made, this did not materialise, which feels misleading to vulnerable individuals seeking assistance. This experience has been deeply unsatisfactory. The service quality is so poor that alternative registration elsewhere would likely provide better outcomes. Due to insufficient care, lack of engagement, and persistently inadequate service standards, attendance at emergency services became necessary to receive appropriate treatment. The practice appears to prioritise financial considerations over patient welfare and requires fundamental change.

Struggled to reach reception during busy times

I experienced a lengthy wait of more than an hour when attempting to contact the reception desk. When my call was eventually answered, the tone of the interaction felt quite abrupt. I was informed that no appointments were currently available and was asked to call back on Monday during a specific morning window. Overall, I found it quite challenging to reach someone or secure an appointment. In my view, the surgery's service could be improved in several areas.