Maidstone Road Surgery
Poor! (43 reviews)
Poor! (43 reviews)
Feedback reveals a practice facing significant challenges with appointment access and booking systems. Patients consistently report difficulties securing timely consultations, with limited availability and restrictive scheduling windows creating barriers to care. Reception experience emerges as a key concern, with accounts of dismissive and discourteous staff contrasting sharply with occasional reports of helpful and welcoming interactions. Communication delays and administrative errors feature prominently, including issues with prescription processing, test result notification, and follow-up coordination.
Where positive experiences are documented, they centre on responsive clinical care, attentive nursing staff, and compassionate consultations that leave patients feeling heard and reassured. Several patients highlight proactive follow-up and thorough explanations of treatment approaches. However, these positive accounts are substantially outweighed by reports of resource constraints, long waiting times for callbacks and test results, and concerns about continuity of care due to frequent staff rotation and limited face-to-face appointment availability.
Concerns about clinical decision-making and care coordination also emerge, with some patients reporting dismissive responses to health concerns and difficulties obtaining specialist referrals or diagnostic follow-up. The practice environment and booking infrastructure appear to require attention, particularly regarding telephone accessibility, online systems usability, and the balance between telephone and in-person consultations for complex or vulnerable patient groups.
Appointment
Reception
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Respect
Seen on time
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Feedback reveals a practice facing significant challenges with appointment access and booking systems. Patients consistently report difficulties securing timely consultations, with limited availability and restrictive scheduling windows creating barriers to care. Reception experience emerges as a key concern, with accounts of dismissive and discourteous staff contrasting sharply with occasional reports of helpful and welcoming interactions. Communication delays and administrative errors feature prominently, including issues with prescription processing, test result notification, and follow-up coordination.
Where positive experiences are documented, they centre on responsive clinical care, attentive nursing staff, and compassionate consultations that leave patients feeling heard and reassured. Several patients highlight proactive follow-up and thorough explanations of treatment approaches. However, these positive accounts are substantially outweighed by reports of resource constraints, long waiting times for callbacks and test results, and concerns about continuity of care due to frequent staff rotation and limited face-to-face appointment availability.
Concerns about clinical decision-making and care coordination also emerge, with some patients reporting dismissive responses to health concerns and difficulties obtaining specialist referrals or diagnostic follow-up. The practice environment and booking infrastructure appear to require attention, particularly regarding telephone accessibility, online systems usability, and the balance between telephone and in-person consultations for complex or vulnerable patient groups.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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Victor V.
6 years ago
Poor!
Rude receptionist ruined my registration
During my initial visit, I encountered a welcoming receptionist who provided me with a GP registration form. Two weeks later, I returned to the surgery with my completed paperwork, only to be met by a completely different staff member. This receptionist was shockingly unhelpful and dismissive. Despite an empty waiting area, she refused to accept my form, curtly instructing me to return on Monday between 10am and 12 noon when she would be "less busy". I find it absolutely absurd that a medical practice would impose such inconvenient registration hours, especially considering most people work during morning shifts. This is hardly a warm welcome for a new patient seeking healthcare services. If the rating system allowed, I would have awarded zero stars. The only reason I've given two stars is due to the initial friendly receptionist who initially assisted me. Their professionalism stands in stark contrast to the later experience. Needless to say, I am now actively seeking to register with a different surgery that demonstrates more respect and customer service.
Lily (.
7 years ago
Bad!
Dismissive doctor ignored serious symptoms
I am Lily-Mae Browne, and I've experienced numerous problematic interactions with Dr. Matthews, which I believe stem from medical bias against mental health patients. Despite my childhood asthma history, my condition became noticeable again last year when I started experiencing breathing difficulties. When I shared this with Dr. Matthews, he dismissively claimed it was merely anxiety and "all in my head." Only after my foster carer confronted him did he apologize and provide an asthma inhaler. I previously raised concerns about chest pains, which he again attributed to anxiety. This continued until I was rushed to A&E with irregular ECGs and potential silent heart attack risk. During my hospital stay, I was removed from all medications. Although the hospital recommended a cardiologist referral, Dr. Matthews failed to follow through, despite my repeated requests. Most recently, I experienced severe vaginal bleeding, enduring periods lasting a month and experiencing intense pain. I had to persistently plead for an ultrasound, which ultimately revealed an ovarian cyst causing my symptoms. Subsequently, I was taken to A&E due to uncontrolled cervical bleeding. Throughout these experiences, Dr. Matthews has consistently been short-tempered, rude, and dismissive of my legitimate health concerns. I take my health seriously, and I strongly advise others to be equally vigilant and advocate for themselves.
Yasin B.
7 years ago
Bad!
Waited forever for my coffee
Extremely disappointing and sluggish customer support.