Maidstone Road Surgery

Bad service

I am writing a review on behalf of my mum and dad who are patients of this doctors surgery. My mum and dad are both in their eighties and both have lung problems and underlying health problems. They have been unwell over three weeks now and have had telephone appointments with doctors but not one face to face appointment. The doctor has not been to see my parents. They have just been diagnosed over the telephone yet again. Last year we almost lost my mum when she ended up in hospital as she was so poorly. Again because she had been diagnosed over the telephone numerous times. This failed to diagnose her pneumonia and sepsis. When will they learn that older people do not bother doctors unless they are poorly and need to be seen face to face by a doctor to properly diagnose them. My mum is still in pain and has been given antibiotics that give her a reaction and has been told to double her pain killers which again is not good for her. My dad is breathless and coughing so much he was almost sick and is still on antibiotics. Again how can you diagnose over the telephone. Both are fed up and do not want to bother the doctor because they feel there is no point and i somewhat agree with them and because they are poorly they cannot find the strength to do it. There is no point because all they get offered is flaming telephone appointments what is the point. i wanted to ring up and complain but my dad does not want me to upset the apple cart so to speak. I am upset and worry that i could lose them because they are not getting the correct care they deserve.

Rude and dismissive front desk staff

The front desk personnel exhibited a notably discourteous demeanor, marked by impatience and a distinct lack of compassionate understanding. Their approach fell significantly short of the interpersonal standards typically anticipated in service and care environments.

Terrible first impression at front desk

Terrible first impression from the front desk staff. Their demeanor was dismissive and unwelcoming, displaying a clear lack of professionalism. If someone is so disinterested in their work, they should consider finding employment elsewhere where their attitude won't negatively impact customer experience.

Quick and smooth afternoon checkup

Infrequent patient here, but my recent visit went smoothly. Got seen right on schedule, and the physician was incredibly supportive. The appointment scheduling process was straightforward and stress-free. Absolutely no issues to report.

Receptionist never sent booking link

I reached out to schedule an appointment, and the receptionist assured me she'd send a booking link, but I'm still sitting here with no link in sight.

Wasted my time with false promises

Avoid dealing with them via telephone. They'll mislead you during the call, suggesting you come in for a walk-in visit, but when you arrive, they'll claim they don't offer such appointments.

Quick help for international student's health needs

As an international student in the United Kingdom, I initially felt anxious about navigating the National Health Service and securing medical appointments. However, this healthcare practice has completely exceeded my expectations. The general practitioners and nursing staff have been phenomenal, and the reception team is equally warm and welcoming. They've been incredibly patient, addressing all of my numerous inquiries and ensuring I felt completely comfortable throughout every interaction. I cannot emphasize enough how much I wholeheartedly endorse this medical practice!

Friendly and helpful staff at my local clinic

I am thoroughly amazed by the personnel at this medical clinic. Unlike my previous encounters with the National Health Service, I've discovered a group of healthcare professionals who are genuinely supportive and focused on resolving issues. The entire team demonstrates remarkable compassion, courtesy, and an unwavering commitment to addressing patient needs with remarkable efficiency. Their passion for delivering outstanding medical care is truly praiseworthy, and I consider myself extremely lucky to have located such an exceptional practice. I cannot recommend them highly enough!

Incompetent staff and missed medical tests

I am thoroughly dissatisfied with the medical practice's level of service. Approximately a year ago, I underwent an invasive stomach examination, and despite numerous phone calls and even in-person visits, I was consistently told "the doctor is reviewing it" without ever receiving my results. To this day, I continue to suffer from persistent lower abdominal pain. Recently, I received a message about a routine blood test and inquired about its specifics, but the receptionist was completely unhelpful and unable to provide any guidance. Consequently, I contacted the phlebotomist directly via Anima to request additional tests. During my appointment, they only performed 3 of the planned tests. When I attempted to schedule another blood test through Anima, it was declined because I had recently been tested. After calling reception and securing another appointment, even the phlebotomist was perplexed by my return, ultimately confirming that not all initially planned tests had been completed. Furthermore, I've experienced significant difficulties obtaining my prescription. I have repeatedly highlighted that the prescribed dosage is incorrect, yet they continue to issue the wrong amount. My recent request to have the prescription sent to a different pharmacy has also been disregarded. Regrettably, this is not even the most problematic interaction I've had with this practice. Similarly, my mother, who is also registered with this surgery, had a lump on her back examined. They performed an ultrasound scan but never communicated the results. She remains uninformed about her condition after a year and a half.

Friendly paramedic Dave helps our residents

The medical team's professionalism is truly remarkable. The doctors demonstrate exceptional compassion towards the residents in my care facility. Paramedic Dave consistently makes visits, engaging in friendly conversations and providing supportive assistance whenever needed. His approach is outstanding, and he truly goes above and beyond. As a result of their excellent care, I've personally decided to switch to this medical practice and couldn't be more satisfied with the service I've received.

Kind doctor listened carefully to my husband

We're truly impressed with Dr Hussain at Maidstone road surgery. My husband has been struggling with health issues, and during an in-person consultation, the doctor carefully explained his recommended treatment plan and genuinely listened to all of his worries. The reception staff were incredibly busy, yet they remained attentive and supportive, managing numerous calls and assisting patients efficiently. It's refreshing to be able to share a positive experience like this, as good medical service isn't always guaranteed.

Quick and smooth diabetes care

I'm truly delighted with this medical practice. It significantly surpasses my previous provider. After relocating in early May, I found the registration process incredibly straightforward. Within the first month, I received a comprehensive medication review - something my former practice had neglected for over two decades. I underwent a blood test and consulted with the diabetes nurse, who was exceptionally informative and clearly explained how my medication would function. I was also set up to request repeat prescriptions online, and to my pleasant surprise, the local pharmacy delivered them the very next day. My old practice would typically take up to two weeks for the same process. Throughout my interactions, I've discovered that all the staff are remarkably compassionate and supportive.

Worst doctor visit ever

The doctor exhibits an appalling bedside manner, belittling me for an error that was clearly their own. Their communication is abysmal, with response times stretching far beyond any reasonable expectation, leaving patients waiting endlessly for callbacks.

Frustrating blood test scheduling nightmare

Attempted to schedule a blood test necessary for my radiotherapy follow-up. Initially booked for May 23rd, I inquired about combining it with another procedure - denied. When I mentioned having a shingles vaccination on June 13th, again I was told I couldn't combine appointments, though they suggested doing the blood test the following day. One appointment, one injection. The nursing staff appear to be frequently absent, seemingly working only alternate Mondays. The level of service is frustratingly inadequate, and I'm now considering alternative healthcare providers for this straightforward blood test.

Anima system nightmare at 08:45

This medical practice is an absolute nightmare that I've unfortunately experienced firsthand. You're essentially trapped because alternative options are equally terrible, or you fall outside their arbitrary geographical boundaries. Their ANIMA system for submitting requests, including prescription renewals, operates within an absurdly narrow timeframe. Today, it closed at 08:15 when the supposed window was 07:30-09:30. I attempted to use it at 08:45, only to find it already shut. The timing is wildly inconsistent - some days it closes as early as 08:10, effectively giving patients a ridiculously brief 40-minute slot to submit anything. But the problems extend far beyond scheduling. They consistently bungle prescriptions, repeatedly fail to update medical records with new health conditions, and rotate doctors so frequently that continuity of care is non-existent. They still insist on impersonal phone consultations despite these ongoing issues. I've accumulated so many instances of incompetence that I'm now preparing a formal complaint to the NHS. COMPLETELY UNACCEPTABLE.

Shanaz made my day with her help

Shanaz, the recently hired front desk staff, demonstrated exceptional phone manner - she was incredibly helpful, compassionate, and pleasant, going above and beyond to ensure my requirements were fully addressed!

Incompetent doctors dismissed my real symptoms

These medical professionals display a shocking lack of expertise, dismissing patients' reported conditions despite prior diagnoses from other physicians. Their medical understanding is woefully inadequate. When patients request specialist referrals, these doctors stubbornly insist on managing the treatment themselves, even without the necessary specialized knowledge. Such an approach is particularly detrimental to individuals struggling with complex, long-term health conditions that require nuanced and careful management.

Caring doctors helped during christmas covid scare

When my aging mother contracted covid during the holiday season, I reached out to the medical practice on the morning of the 27th seeking guidance on her care. Her doctor called back before noon, providing comprehensive advice and compassionate support. The medical team's responsiveness and kindness were exceptional. I am deeply grateful to both the GP and the reception staff for their outstanding assistance during a challenging time.

New lady doctor seems alright

I've had a single interaction with the recently arrived female physician, and she appeared pleasant. I'll need to observe the extent of her engagement with my care. Nurse Deena is simply outstanding. The two injections were practically imperceptible. She embodies everything positive about nursing professionals, with a wonderfully soothing demeanor. 😊 P.S. Currently, I'm experiencing a month-long wait just to receive a call about my blood test results. 🤷‍♂️

Frustrating booking system for worried parents

The front desk staff's inability to schedule appointments is frustrating. What about older patients who struggle with digital platforms? We were dismayed by being directed to navigate an online system when expressing serious concerns about our child's medical needs, and being dismissively told "YOU can book the appointment for your mother". The online booking interface is completely inadequate. It bombards users with an excessive number of questions, many of which are redundant, and where detailed information is crucial, the input fields are woefully restrictive. It seems the practice fails to understand that many individuals value personal autonomy and prefer the comfort of arranging appointments via a direct phone conversation, which maintains their sense of privacy and independence.