Birchington Medical Centre

Rude receptionists and unhelpful doctors

Every interaction with this surgery's reception staff ranges from chilly and unhelpful to downright discourteous. They consistently challenge patients' statements, leaving you feeling uncertain and blamed. I've personally experienced this three times, including an incident involving an unattended appointment (they never provided a date, yet when I attempted to explain this, I was told I was mistaken. Three days after a particularly aggressive conversation, an unstamped letter arrived at our home about an appointment that had already passed a week earlier). My husband, experiencing symptoms resembling angina, was referred to the hospital for tests. When I called for results, the medical secretary claimed the doctor would return our call. When the physician did call, she asked what we wanted to discuss, having clearly not reviewed any notes, lacking test results, and offering nothing more than suggesting a chest X-ray my husband had already undergone. Absolutely ridiculous! In contrast, the medical secretaries are exceptional. They are attentive, empathetic, and warm. The nurses are equally commendable. If alternative options existed, I would switch immediately. With two new doctors arriving to manage 9,000 patients, I'm deeply skeptical about their capacity. I implore them to review their entire service, practice basic interpersonal courtesy, and recognize that receptionists represent the surgery's first impression, while doctors should be prepared and informed before patient consultations.

Quick and friendly morning help

Top-notch customer support

Flu jab chaos blocked ambulance on saturday

On Saturday, October 10th, the flu vaccination event on Minnis Road descended into complete disorder due to a poorly planned single-session approach. The clinic sent out a 9am arrival text to patients, resulting in an overwhelming crowd that completely blocked the road. An emergency ambulance was stranded in this gridlock for more than a quarter of an hour, which was absolutely unacceptable. The individual responsible for this disastrous organizational strategy should feel deeply embarrassed. It would have been far more sensible to spread the vaccination service across multiple dates and time slots, as most medical practices typically do.

Dr martin's caring team saved my life

Birchington Medical Centre has once more confirmed my trust in their exceptional care during these challenging times, consistently providing me with the appropriate treatment and support. Despite their hectic schedule, Dr Martin has been diligent in reaching out to me weekly, monitoring my health and medication, and even when she was away, another team member ensured I received a follow-up call. The swift and accurate diagnosis was truly life-saving, so I extend my heartfelt gratitude to Dr Martin and the entire centre staff. I recognize the immense difficulties of working amid the COVID-19 pandemic, yet they have admirably maintained their commitment to serving the community with unwavering dedication.

Impossible to reach by phone

Communication with patients is consistently problematic, with difficulty reaching staff via telephone. Their standard response invariably centers around being overwhelmingly occupied. This reminds me of a critique from a past instructor who would simply say: "Room for improvement." The clinic's approach to patient interaction falls short of satisfactory standards.

Worst customer service ever encountered

Wish I could assign a negative star rating... Their lack of professionalism goes beyond description... Steer clear of this business at all costs

Birchington surgery needs more doctors now

The medical staff are top-notch, but the practice is struggling with overcrowding. In the past, there were fewer surgeries, and Birchington has expanded significantly since then. The facility would benefit from adding at least two more physicians. The nurse practitioners are competent and supportive. However, the nationwide healthcare staffing shortage is creating challenges for patient care.

quick and helpful gp visit this morning

After previously expressing concerns about this medical practice, I was genuinely satisfied with today's experience. The phone wait was around 15-20 minutes this morning, but I successfully secured a GP appointment before midday. I interacted with two receptionists who were both friendly and professional. Once inside the surgery, my wait time was minimal, roughly 2 minutes. The doctor who saw me was excellent - he introduced himself, attentively listened to my concerns, performed a thorough examination, and comprehensively explained his diagnosis. He also took time to clarify why my initial assumption about my condition was incorrect, and then discussed the medication and recovery process in detail. I was truly impressed!!

Quick help and friendly staff

Courteous and exceptionally responsive when addressing concerns. I recently transferred to this practice and have been thoroughly satisfied with every element of the care provided.

Worst customer service at clinic

The front desk staff displayed an unhelpful attitude, appearing to challenge the physician's professional judgment with an unwarranted sense of superiority.

Quick morning call worked perfectly

After reading through other reviews, I noticed most seemed to be from individuals with less-than-stellar experiences, with only one being particularly positive. However, I'm confident that the majority of patients, myself included, are quite satisfied. I've contacted the surgery multiple times—around four or five occasions—and each time, the reception staff has been exceptionally polite and helpful. I've consistently managed to secure an appointment on the same day I called. The doctors are meticulous and genuinely attentive during consultations. While 8am is undoubtedly a peak time with potential phone line congestion, if you're patient and wait your turn, you'll eventually get through. Additionally, I've successfully used the convenient Patient Access App to book advance appointments for non-urgent matters. Let me be clear: there are certainly medical practices far worse than this one!

Worst customer service at this salon

Incredibly discourteous experience. When I inquired about scheduling an appointment, their response was abrupt and unhelpful: "Phone Monday 8 o'clock, or wait till 8th April" - delivered without a hint of politeness. No "please," no "thank you," no "sorry for the inconvenience." Basic customer service etiquette seems to have completely escaped them, which was truly disappointing.

Waited weeks for a quick doctor visit

Subpar experience across the board. Scheduling an appointment is a frustrating ordeal with unreasonable wait times. You're fortunate if you manage to see an actual physician instead of being pawned off on a nurse.

Rude front desk ruins potential medical care

Getting an appointment here feels like running a gauntlet with the front desk staff acting like militant gatekeepers. The customer service is absolutely atrocious. These receptionists come across as incredibly pompous, discourteous, and deliberately unhelpful. While the physicians themselves are competent and skilled, actually securing a consultation with them is seemingly impossible - akin to finding a unicorn!

Lazy doctors missed my symptoms again

Google provides better assistance! The standard approach in healthcare should involve thoroughly understanding a patient's symptoms and exploring potential causes. These general practitioners seem incredibly unmotivated! The procedure for obtaining results is agonizingly time-consuming! Medical referrals have mysteriously vanished! Absolutely speechless!!!

rushed and dismissive care for my child

I'm at a loss to express how terrible this medical experience has been. There aren't sufficient words to capture its awfulness. The pharmacist demonstrates far more competence than the general practitioner! I'm utterly shocked that the physician dedicated a mere 7 minutes to my 4-year-old child, rushing him and saying "hurry up, there are many patients waiting outside", especially given this is his third visit for an unresolved medical condition that remains completely undiagnosed.

Teresa's rude reception strikes again

Awful, discourteous, and ineffective Reception Manager and Admin assistant. Teresa!! This marks our third interaction. Initially, during my eighth month of pregnancy with a previous bleeding incident, I contacted 111 for guidance. The following day, I received a voicemail prompting my call, and upon reaching out, I was confronted by you declaring that after two decades of patient history, the surgery could no longer serve me due to my temporary Margate residence (outside your service area). Despite explaining my homeless situation and inability to register elsewhere without a permanent address, you remained unsympathetic and terminated the call while I was in tears. Subsequently, after my baby's cystic fibrosis diagnosis, while still in temporary housing, I sought to register her for critical repeat prescriptions. I pleaded for assistance, emphasizing our lack of a fixed address and imminent permanent move. You categorically refused help, responding with hostility and dismissively instructing me to register elsewhere. Fortunately, another surgery, upon hearing my circumstances and your refusal to assist, immediately registered my daughter, despite geographical boundaries. Today, attempting to secure an appointment for my working son (still within your catchment), I encountered your characteristic rudeness and unhelpfulness, which has become disappointingly predictable. The final straw emerged when, believing the call concluded, I overheard you muttering an offensive term. Your professionalism is severely lacking. The appointment booking protocols seem arbitrarily manipulated—sometimes same-day calls required, other times weeks-long waiting periods. Test result misplacements, treatment delays, and disrespectful treatment of vulnerable patients suggest systemic issues. I emphasize that this critique does not reflect on the medical practitioners, but squarely targets the administrative staff urgently requiring customer service training. Following today's interaction, I am escalating my formal complaint.

Friendly staff made my first visit easy

I've encountered incredibly supportive and compassionate staff at this medical practice, which is increasingly rare in today's healthcare environment. The quality of service has been outstanding, and I enthusiastically suggest that newcomers to the area give this surgery a try. While telephone access can occasionally be challenging, if you're not utilizing their impressive online services, it's a minor inconvenience you can choose to accept.

Endless wait just to book an appointment

Getting an appointment at this practice is incredibly challenging, despite the doctors' high-quality care. Their phone lines are constantly busy, and when you do reach someone, they offer scheduling slots weeks in advance. It would be more efficient to return to the model of individual medical practices where access is easier and more direct.

Compassionate care during challenging times

I've consistently received top-notch treatment from the healthcare professionals at this facility, who I recognize are operating under significant stress. It's important that we remain sympathetic to their challenges and offer our support wherever possible. My sincere appreciation goes out to them.