St Andrews Medical Centre

Smooth online gp service despite phone booking chaos

Navigating the phone booking can be a bit overwhelming, yet the digital healthcare platform is impressively efficient. They frequently generate prescriptions or schedule consultations directly after you complete the online form. Every staff member demonstrates professionalism and a helpful demeanor.

Worst medical experience ever terrible service

--------------2023---------------- Updating my review, and I'm still frustrated! If possible, I'd downgrade this to zero stars instead of one. Their communication is terrible - they never respond to calls, and scheduling an appointment is completely ridiculous. My last "medical" visit wasn't even with an actual physician! The absolute worst part? Trying to get a phone consultation takes nearly a month. You'd have better luck seeking medical advice from a stranger on the sidewalk! --------------2022---------------- Their phone lines are perpetually unavailable, and on the rare chance you do connect, the appointment scheduling is absurdly ineffective. I had hoped the new facility might improve their service, but instead, things have only deteriorated further.

Terrible service from unhelpful and rude receptionist

I called the clinic seeking details about my previous medication, as I was uncertain about my prescription. The receptionist (Clare) flatly declined to provide this information, despite it being part of her professional responsibilities. This isn't an isolated incident - I've raised concerns about this medical practice multiple times before. The reception staff are completely useless, rude, and utterly unhelpful!!!! They seem to act as though they're more important than actual medical professionals!!!! After checking online reviews, it's now clear why they have received so many negative ratings!!!

Unprofessional doctor makes patients wait without apology

The reception staff have always been courteous and accommodating, and if they can't schedule a same-day appointment, they help find alternatives. On Monday, I had a 9:10am doctor's appointment and arrived early as usual. However, the scheduled time passed—9:10am, 9:15am, 9:20am, 9:25am, 9:30am, 9:35am, 9:40am—with no doctor in sight. When I inquired at reception, they apologized and explained the doctor was running behind. After returning upstairs, I noticed someone exit the doctor's room, expecting to be called next. Instead, the doctor emerged, disappeared briefly, and returned with breakfast after being 40 minutes late. I was called in 50 minutes past my original appointment time, and shockingly, no apology was offered. In my view, acknowledging a significant delay is basic professional courtesy, and the complete silence was incredibly disrespectful. I've never encountered such unprofessional behavior before and am thoroughly disappointed.

Heartless doctors fail vulnerable carer completely

As a sole carer for my mother with dementia and psychosis, I found arranging care through this agency to be an absolute nightmare. Despite clearly explaining my situation and referencing the Carers Register, they refused to book a visit in advance. Instead, I was told to call at 08:30 and hope for a same-day appointment with no flexibility whatsoever. I had two consultations with different doctors about my severe stress and mental health challenges. When I sought a short-term solution to help me relax while organizing additional care, I was essentially accused of drug-seeking behavior and hastily prescribed anti-depressants. After a mere 10-minute consultation, I was abruptly dismissed for their next patient. The experience was completely appalling. When I reached out for support to prevent a potential mental breakdown, I was callously brushed aside. Having not used this GP practice for over 15 years, I was shocked by the stark contrast to their previous compassionate staff. The current team is utterly heartless and incompetent. I strongly advise everyone to stay away, as I wouldn't trust them to provide any medical treatment whatsoever.

Unhelpful medical staff waste patients precious time

The staff appear completely disconnected from patient needs. I attempted to request a prescription renewal at 8:20 AM, but they flatly refused to address my request until 8:30, essentially answering the phone solely to inform me they wouldn't be providing any actual assistance.

Exceptional healthcare team exceeds all expectations

Exceptional, streamlined, and incredibly compassionate. Every staff member from the front desk to medical professionals was outstanding - we truly appreciate their dedication.

Terrible medical care that left me feeling hopeless

Appalling and revolting medical practice. Steer clear if you can, seek alternatives. They mistreat patients and then criticize you for being upset about their subpar care and minimal service. Your illness appears to be a nuisance to them. It seems they've completely lost sight of a medical facility's fundamental mission: providing compassionate patient care.

Terrible service and disrespectful staff at medical practice

I'm writing this review on behalf of a long-standing patient who shares the widespread criticism of this medical practice's subpar service and disrespectful front desk personnel. The staff consistently demonstrate a lack of empathy, completely disregarding his emotional well-being and anxiety. Despite being a loyal patient, he's frustrated that booking an appointment is now exclusively an online process, which is impossible for him since he doesn't use computers or the internet. What kind of receptionist refuses to schedule an appointment directly? Their fundamental job responsibility seems to have vanished. This digital-only approach is deeply problematic, not just for older individuals but for anyone unable to access online services. The current system essentially forces vulnerable, potentially unwell patients to physically queue outside early in the morning just to secure an appointment slot, which is utterly unacceptable.

Compassionate care for our family's medical journey

The staff consistently demonstrates exceptional support for our family's healthcare requirements. As local residents and long-standing patients, we've been with this practice for an extended period. While occasional small complications have arisen, we fully recognize and empathize with the demanding environment the medical team navigates. The recently renovated facility is also a delightful improvement.

Childhood memories shattered by terrible medical care

During my youth, this was my trusted family doctor's practice, where I consistently received personalized care from the same physician. However, as an adult patient, the quality has dramatically deteriorated across every possible dimension. The service has regressed to a level that borders on professional negligence. While I won't elaborate on the specifics, I feel compelled to warn others about the potential suffering they might endure with these incompetent medical practitioners. My advice is to find medical care anywhere else - even a local barbershop would provide more reliable attention and actually schedule you an appointment.

Terrible healthcare experience at local hospitals

Absolutely worthless. I was redirected to an urgent care center at Tonbridge hospital, squandering £50 on taxi rides with a fractured toe, only to be informed they lack an urgent care facility. Subsequently, a physician at St Andrews prescribed incorrect medication. The service was abysmal. Completely unsatisfactory.

Disappointing decline in healthcare service quality

I've been a patient at this medical practice for nearly three decades, and I must say its quality of service has drastically declined. The online consultation system appears functional and responsive, but quickly becomes frustrating when you're advised to call for an appointment, only to be met with the impossible task of booking anything in advance. You're told to ring on the day, which invariably means dealing with constantly busy phone lines. Previously, I had a personal relationship with my GP, but since her retirement, despite initially having a good replacement, I now feel completely disconnected and can't even identify who my current doctor is. What's more, although I'm supposed to have regular six-monthly blood tests, the practice seems entirely passive, requiring me to chase and request these essential health checks rather than managing them proactively.

Terrible healthcare experience leaving me hopeless and frustrated

I've completely abandoned any hope of seeking alternative medical care. My desire to switch practices is futile, as I appear to be restricted to this specific location. The prognosis suggests my demise is imminent and unavoidable.

Nightmare clinic with zero customer care

I'd characterize this as potentially the most abysmal customer service encounter I've encountered in any sector. The accompanying image clearly illustrates the situation, but I'll elaborate that my partner made 107 separate attempts to connect. Typically, achieving an appointment requires approximately 250 call attempts within a 45-minute window. The reception staff consistently project an attitude of pure annoyance and demonstrate complete indifference. Moreover, the medical practice rotates physicians so frequently that patients cannot establish any meaningful connection, and consequently, doctors gain minimal insight into patients' continuous health concerns. To summarize bluntly: the entire experience is utterly deplorable!

Overwhelmed phone system needs serious customer service upgrade

Looks like we need multiple phone lines when all staff are told to dial simultaneously at 8:30am. The system's completely congested... it took me 122 tries just to connect.

Terrible healthcare service that fails its patients

Completely useless service. Phone lines are a nightmare to navigate. The front desk personnel display a consistently discourteous attitude. I've been attempting to secure a face-to-face doctor's appointment since last autumn, and all I've received are endless telephone consultations from everyone except an actual GP! It's no surprise that patients are driven to emergency room visits out of sheer frustration!

Efficient service with welcoming staff and clean facility

Quick scheduling, pristine facility, and welcoming personnel make this place stand out. The only minor drawback is the typical rush during same-day phone bookings, though this seems to be a universal experience across service providers.

Terrible service and rude reception at this clinic

I reluctantly concur with the sentiments expressed in previous reviews. The front desk service is shockingly poor, demonstrating a complete lack of empathy and professionalism. I was stunned when the receptionist actually took a personal call while simultaneously speaking with me. When asked, she refused to provide her name, claiming she wasn't obligated to do so; attempting to lodge a complaint seems futile since you must navigate through these same receptionists. There's a rich irony in the fact that patients recently received an email urging them to be patient and courteous to staff, when the initial reception is so dismissive. Respect, after all, should be a two-way street. While the physicians themselves seem competent, securing an appointment with them is an exercise in frustration.

Frustrating healthcare experience with poor communication

Contacting this medical practice is a constant struggle, with scheduling appointments being a major challenge. Obtaining prescriptions is equally frustrating. The waiting periods are extensive, and most staff members seem indifferent, with only a handful showing any real care. I desperately want to have something positive to share about this healthcare provider, but I'm left feeling disappointed.