Birchington Medical Centre

Nasty staff ruined my healthcare experience

Staff at the front desk displayed extremely unprofessional behavior, abruptly dismissing me from medical services when I attempted to request a prescription transfer while being temporarily away from my usual location. As a result, I now find myself without a general practitioner and lacking essential medication.

long wait for basic care at clinic

I showed up at the medical facility during the afternoon seeking medical attention due to an intense urinary tract infection, fully aware that antibiotics were the straightforward solution. The waiting area was deserted, with a single staff member behind the counter. Upon explaining my medical issue, the receptionist's response was dismissive: "Sorry, no appointments are open. You'll need to go to Hern Bay." I wondered about the absence of other patients, as the reception area was completely empty. Ultimately, I was forced to take a bus to QEQM and endure a five-hour wait before receiving any treatment. At 76 years old, I find this level of service completely unacceptable and frustrating.

Chaos and delays at overcrowded clinic

I phoned the medical practice at 9 am requesting a doctor's appointment and was scheduled for 10:40. I waited in the reception area for an hour, watching other patients being called before me, while a mother allowed her small child to treat the waiting room like a personal playground. The child was running wildly, screaming and shouting, darting underneath elderly patients' feet and repeatedly dropping the mother's keys on the floor. Despite the disruptive behavior, no staff member intervened or asked the mother to control her child or take the play outside. I had specifically explained to the receptionist upon arrival that I had an urgent medical need. After sitting for an hour and feeling increasingly frustrated that I would not be seen, I ultimately decided to leave. This is unquestionably the most unprofessional and poorly managed GP surgery I have ever encountered. The overwhelming impression was that the reception staff were completely indifferent to patients' needs and comfort.

Lump ignored for three years

TERRIBLE PROCEDURE!! I was recommended for a growing mass on my scalp 3 years ago... Yes, you heard that right - "3 years ago". Whenever I attempted to follow up, they merely provided me with an unhelpful hospital switchboard number. Let's pray it's not malignant since they evidently couldn't care less beyond collecting their paychecks. Public healthcare is completely useless and scheduling an appointment is virtually impossible, even when calling the moment they open. Save yourself the frustration and just use online resources - you'll likely get more effective guidance than these so-called professionals. I'm utterly appalled by their complete lack of concern. If I could rate them lower than the minimum rating, I absolutely would, but that option isn't available.

Worst customer service ever from admin

This establishment deserves absolutely no rating whatsoever. The administrator's conduct is shockingly unprofessional, with multiple instances of blatant disrespect and discourtesy.

Frustrating wait for a doctor's slot

Attempted to schedule a medical consultation but encountered continuous roadblocks. The e-consult service informed me their appointments were completely full until year's end. They suggested calling the GP's office precisely at 8am. After multiple frustrating attempts, I managed to reach the 7th position in line only to be abruptly disconnected. When I tried calling again, I was pushed back to the 30th spot, and predictably, no appointments were available.

Frustrating wait with no doctor assigned

Securing a medical consultation at this practice is a nightmare. They consistently shut down online service requests, and throughout my two-year registration, I've never been scheduled for a basic health check or even informed about which physician is responsible for my care!

Referral lost in endless phone calls

Early this year, I underwent a mental health evaluation that led to a referral. I explicitly requested the referral be sent via email, as I intended to pursue private treatment for quicker outcomes. Over just the past fortnight, I've been compelled to telephone four separate times requesting my referral be emailed. On each occasion, I was assured it would be processed. Now, after a fifth unsuccessful attempt, I remain without my referral. How complicated can emailing a document possibly be?! Their apparent inability to complete such a straightforward task genuinely raises serious doubts about their overall professional competence and capacity to provide effective care.

Quick morning checkup with no hassle

Phoned early morning to schedule a visit. Brief holding time of around 5 minutes. Consultation set for 9:30. Required blood work. Sample collected by 9:45, and prescription medications easily obtained from adjacent pharmacy within moments. Superb service. Much appreciation.

Unhelpful staff at birchington medical centre

I am writing to convey my profound frustration with the reception staff at the Birchington Medical Centre. During my recent visit, I encountered multiple problems that left me feeling disheartened and let down by the service quality. Moreover, after reviewing other feedback, it appears that management has been unresponsive to previous complaints. The reception staff were notably obstructive and unhelpful. When I attempted to explain the purpose of my visit, I was met with complete apathy and disinterest. Despite my efforts to provide comprehensive details, the staff members remained indifferent and seemingly unwilling to assist me. Moreover, the reception staff demonstrated a significant lack of knowledge and competence in handling my urgent matter. Their apparent insufficient training and limited expertise created considerable confusion and heightened my sense of frustration. The staff's communication skills were equally poor, displaying a remarkable inability to listen effectively. They appeared more preoccupied with their own tasks than genuinely addressing my specific concerns and questions. Most alarmingly, given the critical nature of my situation, the reception staff showed a complete inability to process and clarify the information in their system. Their lack of urgency and apparent disregard for patient needs was deeply troubling and left me feeling utterly disappointed. I am sharing these experiences in the hope that meaningful steps will be taken to rectify these significant shortcomings. I strongly urge management to implement immediate improvements in staff training and support to ensure a more professional and compassionate service for future patients.

Worst customer service ever

Utterly disappointing.

Midday switch after morning mix-up

When I scheduled a morning appointment for my husband directly with the receptionist, she stated he would receive an early call as the first in line. I mistakenly believed this meant a specific appointment time, but it turned out to be a telephone consultation I hadn't requested. I specifically wanted an in-person meeting. Fortunately, the doctor recognized the misunderstanding and rearranged the appointment for noon. Notably, this was the sole physician in the practice (though a very competent locum). The following day, my elderly neighbor had an open wound on their heel and called the practice needing professional wound care. They were offered no same-day appointment, only a later afternoon slot that didn't suit our schedule, with the alternative suggestion of taking them to the Herne Bay walk-in clinic.

Painful wait and zero help from support

If you're seeking an appointment, look elsewhere. I called precisely at 8am as previously discussed, only to find myself number 17 in the queue. I promptly hung up, wondering what the purpose was. It seems impossible to secure a phone consultation. The sole redeeming quality is the courteous receptionists.

Misdiagnosed appendix nearly cost me everything

Awful experience with complete medical negligence. I was incorrectly diagnosed with a urinary tract infection and prescribed antibiotics. After finishing the medication, I still felt terrible, so I called back. They insisted it was another urinary infection, despite me explaining my extreme symptoms - I was in excruciating pain, unable to walk, and constantly vomiting. They dismissed my concerns and continued to label it as a UTI, even though I had zero typical infection signs. Eventually, I went to the hospital, where they discovered it was actually a serious appendix issue. If I had waited any longer, who knows what life-threatening complications could have occurred. The medical care was absolutely shocking - they seemed more interested in rushing patients through than providing proper diagnosis and treatment. Completely untrustworthy and dangerous.

Awful treatment of invisible disabilities

I accompanied my partner to the medical facility for disability documentation, and the personnel were shockingly unprofessional. They questioned the legitimacy of her condition, making dismissive and offensive comments that suggested her disabilities weren't genuine. It's completely unacceptable for healthcare workers to behave in such a disrespectful manner. Clearly, these staff members lack proper understanding that disabilities aren't always immediately apparent, and their attitude demonstrates a profound ignorance about diverse medical conditions.

Pregnant and ignored at 8 am

One star is actually generous. I'm baffled how these general practice clinics continue operating. Being pregnant, I urgently required a medication consultation and called the surgery at 7:59 to secure a call-back slot. Predictably, they never contacted me. When I followed up at 9:20 inquiring about the missed call, they ludicrously claimed they had attempted to reach me. Upon checking my phone records, I found absolutely no evidence of missed calls or voicemails. The treatment of patients is appalling, and without fail, I encounter surly, condescending receptionists who seem to relish being unhelpful. Their dismissive suggestion that I should visit an urgent medical centre is laughable - those centers are overwhelmed precisely because these practices refuse to provide proper patient care!!

Quick morning consultation saved my day

Completed an online consultation early in the morning at 7:30, and received a follow-up call from a healthcare professional with my prescription by 8:30 - truly impressive and efficient service

Smooth care for my daughter's health

Since joining in 2017, my interactions have consistently been positive, but particularly in the past year, I've gained insight into the exceptional behind-the-scenes management. My daughter's medical documentation from urgent care and other healthcare providers has been seamlessly processed without any prompting from me, with prompt attention to referrals and follow-up appointments. When I reported her positive COVID test through the official government platform, the surgery was clearly informed, as her GP proactively reached out weeks later to ensure her complete recovery and check for any lingering health concerns. The medical professionals have been consistently warm and compassionate, while the administrative and reception staff have demonstrated outstanding helpfulness, politeness, and genuine kindness.

Leigh made my blood test painless

Surprisingly streamlined service. I had a scheduled blood draw appointment. The front desk processed me swiftly and promptly guided me upstairs. Leigh, the phlebotomist, was exceptional! Experiencing a fibromyalgia flare-up meant my body was extremely sensitive, but her compassionate, empathetic, and delicate approach made the blood draw completely painless. A stark contrast to previous encounters. Returning in May... fingers crossed I'll have her as my technician again!

Frustrating call from scotland about appointment

An absolutely dreadful interaction with the medical practice. On a Thursday afternoon, I contacted the surgery regarding a sensitive medical concern, needing an appointment before traveling to visit a terminally ill relative in Scotland. When speaking with the initial receptionist, I learned the next available slot was March 26th. Despite explaining my travel constraints, she adamantly refused to book the appointment, insisting I call back the next morning at 8am for a same-day slot - which was impossible given my 10am departure. Her polite yet unyielding approach was frustrating. Calling from Scotland, I encountered an even more challenging representative - a condescending, aggressive individual who immediately dismissed my request. Upon hearing I was calling from Scotland, she curtly declared I must register with a Scottish doctor. She consistently talked over me, preventing me from explaining my imminent return to Birchington. When I attempted to assert myself, she claimed I was being confrontational and abruptly terminated the call. To be clear, I only raised my voice in response to her patronizing, bullying demeanor. She seemed to believe her position granted her absolute authority, with no room for discussion or understanding. I intend to escalate this complaint, though I'm skeptical of any meaningful resolution. I suspect the staff will protect their own, and she'll retain her position despite her inappropriate conduct. Ultimately, I remain without a medical appointment, and my health condition continues unaddressed.