Hildenborough Medical Centre

Terrible Care and service

Impossible to get an appt online for my 92 year old mother. Insisted we use the app which I don't have (as usually live overseas) and my mother too old and confused to use. No care or concern when speaking to my mother by phone after she broke her hip after a terrible home accident. Officious and not helpful. Seem to avoid F2F interactions as much as possible. Used to be such a lovely practice, no longer unfortunately.

Long phone queue left me frustrated

Absolutely frustrating experience. The staff came across as dismissive and unhelpful. I spent a considerable amount of time waiting on hold. There seemed to be a complete absence of empathy and assistance. I was simply attempting to help streamline their records, but the process has become so unnecessarily convoluted that I've decided it's not worth the effort anymore. It's clear why things are in such disarray.

Worst Practice in Sevenoaks!!!

Receptionists terrible . Bad attitudes. Seems to be a male receptionist incredibly rude and argumentative. Puts phone down on patients. Poor service all round. ANIMA for ''everything'' . Refusal to speak to a GP. Since when is this GOOD practice? taking ANIMA too far. Older GPs that have been their long time very good younger ones awful. Seem Frightened to give any care or prescriptions. Knowledge base not so good none in any expert special areas. Not a single one of them, perhaps a lazy attitude? Receptionists need training on customer service and how to be polite to patients/carers/other proffesionals .

Appointment went smoothly without long waits

I recently attended an appointment at the practice.

Long phone queues and appointment waits

The phone lines take an excessive amount of time to connect with someone. Scheduling an appointment with a GP involves a considerable wait.

Long-term care with genuine support and time

I have been a patient at this practice throughout my childhood and into early adulthood, spanning over two decades. The clinicians here consistently demonstrate exceptional dedication to their patients' wellbeing. I wanted to express my gratitude to one particular clinician who provided invaluable support during a challenging period when my family was unable to do so. I have since completed a significant life transition, and I am deeply thankful for the guidance I received through some of my most difficult moments. When I moved away for university, this clinician made themselves available for an extended phone consultation following a crisis situation, which made a meaningful difference to me. I would strongly recommend this practice to others.

Long phone queue delays urgent appointment access

The clinical staff at this practice demonstrate excellent expertise and take adequate time to listen to patients describe their concerns and provide appropriate responses. The dispensary also delivers a commendable service, with courteous and supportive personnel, and this standard of care extends to the administrative team at reception. The main area for improvement relates to the telephone system for requesting urgent appointments. The initial recorded announcement is lengthy, followed by a queuing system that provides position updates. Calls are then assessed by administrative staff without medical qualifications, who determine whether a doctor should contact the patient. While the clinical team are responsive and promptly return calls to evaluate whether an in-person consultation is necessary, the overall pathway to securing a face-to-face appointment is somewhat protracted and cumbersome. Given the current pressures within the healthcare system and the substantial patient demand, the appointment booking process is perhaps understandable, though it remains a notable limitation of the service.

Booking app makes appointments straightforward and easy

I have consistently found the service at both practice locations to be of a high standard. The appointment booking system is straightforward to navigate, and the support staff are responsive and accommodating. When urgent matters have arisen for myself or my family, I have been able to secure same-day appointments without difficulty. Having experience working within healthcare settings at other practices, I consider this practice to deliver a good level of care and service.

Couldn't get appointment despite calling repeatedly

Called on behalf of someone experiencing respiratory symptoms. They phoned early in the morning and were informed when contacted an hour later that no further appointments were available that day. Despite attempting to reach the practice multiple times throughout the week, they were unable to secure an appointment. This experience was frustrating, as it felt the practice was not prioritising patient access. There is concern about whether adequate support was being offered given the circumstances. The overall impression was disappointing.

Doctor called back despite my phone mistake

I'm not particularly confident with my smartphone and accidentally dismissed a clinician's afternoon callback by mistake! Much later, at 7.20pm, the clinician called me back again and requested that I come to the surgery immediately. Excellent service! Even two reception team members were still present to allow me entry! Thank you.

Staff listened and gave me proper attention

Excellent care and attention received from all members of the medical team and support staff.

Receptionist kept busy while we waited

The service provided was excellent for my daughter, who received a telephone assessment followed by an afternoon appointment. The reception staff member was clearly very busy throughout our visit, managing multiple tasks without pause. The clinician demonstrated a thorough approach and offered reassuring guidance.

Phone lines constantly engaged during morning hours

I have consistently found it difficult to reach this practice by telephone during opening hours, as the lines appear to be continuously occupied. It seems there may be insufficient staffing at reception to manage call volumes effectively, which makes it challenging for patients to book appointments through the standard telephone system. I have also noticed that medication changes have occasionally been made, which I felt were not in my best interest. When appointments are eventually secured, there can be delays in being seen. Overall, my experience with this practice has been frustrating and below the standard I would expect. The persistent difficulty in getting through by phone is a significant concern that appears to affect many patients trying to access services. I would suggest the practice review its telephone systems and staffing levels to better serve the public. The service provided does not seem to match what patients should reasonably expect from a healthcare provider. I am disappointed with my experience and would encourage the practice to address these operational issues.

Helpful staff across all departments

I have consistently enjoyed positive interactions with all members of staff across the practice, including those at the front desk, clinical teams, and pharmacy services. Everyone has demonstrated helpfulness and a caring approach throughout my visits. I am grateful for the support received.

Appointments gone before you can book them

The appointment system here is quite frustrating. You cannot book in advance, yet by the time you call at opening time, all the slots have already been allocated. The practice appears disorganised in this regard. There seems to be little consideration for working patients. The reception staff come across as somewhat disconnected and lacking in interpersonal skills. The clinical staff are excellent, which makes the contrast with the reception experience all the more disappointing. The main issue with this practice is not the quality of care provided, but rather how the front-of-house team manages interactions with patients.

Phone queues make contacting the practice difficult

Telephone access to the practice is extremely difficult and time-consuming. Test results were not communicated when they became available. The reception team appeared unhelpful and dismissive, offering explanations that seemed unclear regarding why direct contact with a clinician was not possible. The overall sense is that administrative processes are prioritised over patient care. Since the pandemic, obtaining an appointment or speaking with a GP has become increasingly challenging. Reception staff often lack helpfulness and can seem condescending towards callers. This experience reflects broader frustrations with GP services more widely.

Phone lines tricky but staff genuinely understand

The care offered to individuals in our community with additional needs has been excellent. We have consistently found the clinical team to be remarkably attentive, empathetic and responsive to what our service users require. While there are occasions when telephone access for booking appointments can present challenges, we have always managed to secure the appointments we need. The past couple of years have presented significant difficulties for all primary care services, yet the practice has maintained a standard of care that we have complete trust in. We appreciate the continued support.

Endless blood tests instead of proper answers

They only seem to address what they want to. I have been attempting to get treatment for two separate physical issues and instead I keep being sent for repeated blood work. Completely unsatisfactory.

Internet problems stopped my prescription refill

The practice declined to provide essential medication due to a technical issue with their system. This was disappointing and felt like poor service from this surgery.

Friendly staff and easier appointment booking now

The staff consistently demonstrate a friendly and helpful approach, and the updated telephone booking system has made scheduling appointments considerably more straightforward.