Hildenborough Medical Centre

Long wait to reach reception on the phone

Very disappointed after being instructed to call back on a specific day to arrange an appointment. When I eventually got through after a lengthy wait, all available slots had already been taken. I was informed that securing an appointment with my preferred clinician would not be possible. The practice seems to have changed significantly from how it used to operate, when the reception team were notably courteous and provided genuine assistance.

Reception staff helpful despite phone queues

The reception team has been very supportive and accommodating. Although there are occasional delays in reaching the practice, I have consistently been able to secure appointments when required. The clinical staff have provided excellent care throughout my visits.

Receptionists were rude and unhelpful with prescriptions

The reception staff came across as quite unwelcoming and abrupt during my interactions with them. I found the practice's approach to medication provision rather restrictive, particularly when managing long-term treatments. The practice also seemed to lag behind other surgeries in terms of digital services, and there were issues when I attempted to use online prescription services through external providers. Since moving to a different practice, I have come to appreciate that other surgeries operate quite differently, and I am relieved not to need to contact my previous surgery anymore.

Impossible to reach through the phone system

I'm uncertain about what has changed. This practice was previously outstanding, but it has become extremely difficult to reach with a frustrating telephone system that can require many attempts before successfully connecting. I would recommend contacting an alternative local practice instead, as they continue to provide excellent service.

Impossible to reach by telephone

The telephone lines are difficult to reach.

Overpriced letter with no letterhead

The cost of £24 for a brief letter consisting of just two sentences seems excessive, particularly given that it lacks professional letterhead formatting. If printing expenses are reaching this level, it may be worth exploring alternative suppliers to reduce costs.

Reception intercom system lacks privacy and empathy

The practice was previously satisfactory, though it appears procedures have changed considerably. The reception area now operates in a way that feels unhelpful, requiring patients to discuss their health concerns through an intercom system audible to others in the waiting area. The telephone access system at opening time lacks flexibility, and attempts to reach the practice over the past week have been unsuccessful, which prompted a visit to the reception desk. Contact with the partner practice proved to be a notably different experience, with staff who were accommodating and courteous, and who promptly arranged a callback appointment for the following day. This contrast highlights a difference in service standards. The reception team may benefit from developing their interpersonal skills and considering additional professional development opportunities to better support patients.

Reception staff were caring and helpful

Excellent healthcare professionals and front desk team, compassionate and consistently go the extra mile. Much appreciated.

Staff were helpful and welcoming each visit

I have visited this practice on multiple occasions and found the team to be excellent.

Caring doctors who really listen to patients

Absolutely wonderful, genuinely compassionate medical professionals who are committed to going the extra mile for their patients.