The Churchill Clinic

Amazing doctor with one rude receptionist

Dr. Richard Dunn is fantastic, taking over after my previous doctor left - whose name I now recall was Dr. Hilal, and she was equally wonderful. The other physicians are consistently excellent when I consult them. The primary drawback is limited appointment availability, which seems to be a broader NHS issue. While the reception staff include some delightful, humorous individuals, there's one particularly problematic receptionist who persistently attempts to diagnose patients and dismisses their concerns. She habitually makes unfounded accusations and maintains an extremely condescending attitude. I received a text from the doctor requesting a medication review, but when I contacted the practice, this receptionist claimed no slots were available for the next four weeks, instructing me to call back next month. If appointments are unavailable, they should offer advance booking instead of repeatedly telling patients to call back, especially considering the 40-minute wait times to speak with someone. I understand healthcare staff are under immense pressure and likely encounter challenging patients, but this particular receptionist's behavior is unacceptable. She appears to believe she knows more than trained medical professionals. Until she completes seven years of medical training, she should allow doctors to diagnose and perhaps learn to communicate with a bit more empathy and professionalism.

Worst medical clinic ever avoid at all costs

If you're a patient at this clinic like me, I strongly advise seeking out a healthcare provider that demonstrates competence, professionalism, and fairness. I've been with this clinic my entire life, even before their move to Churchill Avenue. However, describing their service as awful would be an understatement. The entire operation is a complete disaster, with unprofessional staff across all departments - from reception to administration and the GPs, who consistently run behind schedule and fail to make timely contact even within their own promised 4-hour window. They repeatedly offer the same tired excuses about being busy, leaving patients waiting endlessly for calls that never materialize. When a call finally comes outside the designated timeframe, they somehow suggest it's the patient's fault for missing it. The level of incompetence is staggering. As a self-employed individual, I've lost an entire day's income due to their inefficiency, which seemingly means nothing to them. The receptionist was about as helpful as a chocolate teapot, completely oblivious to the fact that patients have lives, responsibilities, and financial pressures. I'm eagerly looking to change GP practices at the earliest opportunity. If I could rate them lower than zero stars, I absolutely would. They are so incompetent that they couldn't even manage a simple bath, let alone healthcare services.

Overwhelmed and frustrated by unhelpful medical staff

This morning, I had a scheduled appointment at the doctor's office (which was already a miracle to secure). The issue was that I hadn't noted down the exact time and was banking on a text reminder. My memory has been particularly unreliable lately, largely due to grieving my husband's loss and working night shifts to support my children and myself. I'm hoping for a bit of compassion, understanding that my mental state is fragile, especially considering the emotional circumstances behind my need for medical attention. I diligently called the surgery to confirm my appointment time, enduring the repetitive "lines are busy" message without any indication of my queue position. I attempted to use the "press 9 for callback" option multiple times, but it failed consistently. After approximately 24 grueling minutes, I finally connected, only to learn my appointment had passed by 3 minutes! The receptionist consulted the doctor about accommodating me, but he flatly refused, suggesting I go to the hospital if anything urgent arose. Absolutely unbelievable!!!

Decent service with occasional communication delays

I've been a patient at Churchill clinic for three years now. They do respond to inquiries, but you'll need to exercise some patience since they manage multiple responsibilities simultaneously.

Clinic communication fails patient with mysterious appointment

Got a message claiming I missed an appointment I knew nothing about! There's definitely something fishy going on with their communication system. The clinic's coordination is completely disorganized. I genuinely sympathize with the poor receptionists who have to handle all the frustrated follow-up calls (assuming you can even get through to them).

Frustrating experience with unhelpful medical practice

Scheduling a same-day consultation is practically impossible. The process of booking an appointment is incredibly challenging, and the front desk personnel offer minimal assistance. It feels like you're constantly being brushed aside, with suggestions to contact 111 or head to the hospital instead. It's truly disappointing, as this practice used to be top-notch in the past. What a frustration!

Frustrating pharmacy and clinic communication breakdown

Last Thursday, I visited Churchill clinic seeking a prescription renewal for my medication. The receptionist informed me that the process was straightforward and I simply needed to collect it from the pharmacy. However, when I went to the pharmacy today, the prescription was not ready. Frustrated, I returned to the clinic to inquire again, only to be told it still hadn't been processed. The receptionist casually suggested I come back to the pharmacy tomorrow, seemingly oblivious to the fact that I'm an elderly patient suffering from gout. Their lack of consideration for patients' difficulties is truly disappointing.

Friendly receptionist made my day shine bright

I had the pleasure of interacting with Beth at the front desk, and she was incredibly delightful and supportive. Her assistance was exceptional. Kudos to her! 👍

Frustrating medical practice with terrible customer service

I've been a patient at this practice for years, and their service has been steadily declining. Recently, I visited the surgery with my wife and attempted to schedule an appointment with the receptionist. She informed me that appointments can only be made by phone. Standing right in front of her, I pulled out my phone, called the office, and was immediately able to book an appointment. It was utterly ridiculous. Today, when I called to make another appointment, I was told they no longer book appointments by phone and would instead send an "E-link" for me to complete a form that would be reviewed at their convenience. When I explained I don't own a smartphone, they reluctantly scheduled a phone consultation for two days from now. It's no surprise the accident and emergency department is constantly overwhelmed. In my view, general practitioners are contributing significantly to the NHS's current dysfunctional state.

Terrible service and endless waiting at this clinic

My interactions with this medical clinic have been consistently frustrating. Securing an appointment is incredibly challenging—the front desk staff are unresponsive to phone calls, and when they finally pick up, I frequently spend nearly an hour waiting on hold. Trying to book a routine consultation seems nearly impossible, and even when I manage to schedule one, doctors are consistently running over 30 minutes behind schedule. I cannot recall a single satisfactory encounter with this healthcare provider. There is a clear need for more rigorous management and performance monitoring to improve the practice's operations. Because of these persistent problems, I have made the decision to seek medical care elsewhere. I cannot in good conscience suggest this practice to anyone.

Frustrating healthcare that fails patients miserably

Scheduling an appointment is virtually impossible. They constantly redirect me to online booking, yet the Churchill Clinic isn't even an option on the system. I'm left wondering what exactly my National Insurance contributions are funding. I barely use medical services, visiting the GP just annually, and yet the level of service is absolutely unacceptable.

Terrible healthcare experience with endless delays

In March, I had a medication review, and shortly after, I was coughing up blood one morning with severe heartburn. It subsided, and I expected a follow-up call from the doctor about my medication and test results, so I waited. As months passed, my heartburn worsened, and Gaviscon became ineffective. I attempted to contact the doctors multiple times without success. Eventually, I visited the clinic and explained my situation to the receptionist, requesting to see a doctor. She informed me that appointments can only be booked by phone on the day and scheduled a medication review for September 18th, which seemed distant but I accepted. When September 18th came, no call was received. I phoned later in the afternoon and learned my medication review was canceled. Another secretary explained that the previous staff member shouldn't have handled my request that way and offered me an appointment in October, including the rescheduled medication review. By this point, I was no longer coughing blood, but my heartburn remained severe. I resorted to using my girlfriend's Lansoprazole to manage the symptoms. It's now been 6½ months since my original medication review, and I still haven't seen a doctor. I find this completely unacceptable and would strongly advise others to seek healthcare elsewhere.

Terrible healthcare with zero compassion or professionalism

The reception team demonstrates appalling disrespect towards individuals with disabilities, treating them with utter contempt. The general practitioner lacks any semblance of consistency, and the communication regarding hospital correspondence is abysmal, with incoming letters perpetually misplaced—and naturally, they accept no responsibility. Patient choice has become meaningless, as they ruthlessly mandate attendance at Medway hospital. Their callousness is epitomized by the red suite incident, where patients were callously required to wait on fire escape stairs during their extended two-hour lunch break.

Unprofessional doctors and chaotic medical service

The receptionists are okay most of the time, but the doctors are far from satisfactory. I visited for a skin issue, and the physician resorted to googling my condition, clearly uncertain about the diagnosis. I had to abandon an appointment because they were running over an hour late, and I would have waited even longer if I hadn't left. When I phoned to schedule an appointment for my mother, the staff member claimed no slots were available unless urgent. I was told to come in the next day, and the same employee repeated this until another staff member corrected her, revealing non-urgent appointments were actually possible. Additionally, I endured a lengthy queue where each person's consultation seemed to drag on interminably. The waiting area was sweltering, and everyone's frustration was palpable due to the excessive wait times. I absolutely cannot recommend this practice. As a result, I am definitively switching healthcare providers.

Helpful staff saved my medical appointment day

I'm registered with the Gillingham medical practice but accidentally called Chatham's office early in the morning. Despite my error, they were incredibly helpful - they pulled up my medical records, assessed my requirements, and then navigated into Gillingham's appointment system to schedule a doctor's callback for the same day. I'm truly appreciative of their excellent service, which is why I'm giving them a perfect rating.

Compassionate care despite challenges in healthcare system

I believe these healthcare professionals often face unwarranted criticism. My experience with the E-Consult service has been excellent, with prompt responses tailored to the urgency of my consultation. The general practitioner I've been seeing has demonstrated remarkable professionalism recently, and it's clear they're doing their utmost despite significant resource constraints.

Worst customer service ever at this place

The front desk staff are utterly incompetent and seem to have no grasp of their professional responsibilities. Total embarrassment.

Compassionate gp service despite challenging modern healthcare

I recognize the critical feedback and comprehend the concerns. The general practitioner personal care we were accustomed to has transformed, and while the changes might seem challenging, the system can actually be more efficient despite the increased patient load and expanded responsibilities that now fall directly on GPs. Many procedures and tests no longer require specialist consultation. I'm especially appreciative - particularly over the past five years - of the staff who answer calls: a genuinely helpful and professional team committed to providing assistance within their operational capabilities.

Frustrating healthcare run-around from unhelpful staff

Called the medical practice's front desk today to follow up on a referral from 111 regarding a health concern. After enduring an excessively long wait on hold, approximately 10 minutes, the staff informed me they won't provide assistance and claim this is something 111 should handle. I'm utterly frustrated and questioning why I continue to use this particular general practitioner's services.

Exceptional heart care at churchill medical practice

A year ago, I began experiencing cardiac issues, and since then, the Churchill medical practice in Gillingham has provided me with absolutely exceptional care. Both the clinical and administrative staff have been incredibly supportive, accommodating, and professional. While many people currently share negative experiences about the National Health Service, my personal journey stands in stark contrast. The level of attention and compassion I've received has been remarkable. I want to express my deepest gratitude to everyone at Churchill and Medway hospital for their outstanding service.