The New Surgery

Disappointing product with major performance issues

Falls significantly short of expectations...

Fast shipping for my essential medication

Received my medication much faster than usual this time around - previously, the delivery has often been quite slow. Appreciate the quick service.

Unreliable e-consult service left me frustrated and helpless

E-consult's limited availability of just one hour daily, Monday through Friday, proved frustrating. I submitted an online form requesting a medical note for a two-day absence. The following day, I received a text message indicating they would contact me between 4:25 and 6:25. However, no call ever came through - not even a missed call. It seems they either deliberately disregarded my request or completely overlooked it. Now I'm forced to restart the entire tedious online application process from scratch.

Mixed results from a delicate procedure

The procedure was mediocre - neither impressive nor particularly disappointing, hence the middle-of-the-road rating of three stars.

Frustrating scheduling with limited communication options

When we manage to secure an appointment, everything goes smoothly, but the scheduling process itself is incredibly challenging. This issue extends to Valerie Levett-Fuller, who doesn't utilize computer systems for booking.

Frustrating day with broken computers at work

Systems are offline, rendering everything at a standstill. I'm curious how operations functioned in the pre-digital era 🤷🏻‍♂️ just kidding. They really ought to quit clicking on suspicious email links 🤦🏻‍♂️

Inconvenient hours make this service frustratingly limited

The e-consultation service is incredibly limited, operating solely between 7-8pm on weekdays, whereas alternative medical practices in the Folkestone area offer much broader availability from 9am to 5pm every day. That pretty much sums up their inadequate service.

Frustrating healthcare journey with multiple phone calls

After multiple phone consultations, they finally grasp the severity of your health issue, but it's a lengthy process since you're restricted to discussing just one medical condition per conversation.

Terrible service and no appointments available

I've encountered the most terrible general practitioner imaginable. For three months, I've been attempting to schedule an appointment, and every single time I contact their office, they claim all slots are completely full. This morning, I called precisely at 8:30 AM, and once again, they insisted every appointment was booked. How is this even possible? They provide absolutely no meaningful communication or explanation. Is this truly how medical professionals should treat their patients? I am utterly frustrated and disheartened. They desperately need to transform their approach and customer service, or they risk destroying all the professional reputation they've previously established.

Fantastic first visit with caring doctor and staff

During my initial appointment at this medical practice, I found the general practitioner to be exceptional. She demonstrated remarkable listening skills and genuine compassion. Additionally, the front desk personnel were equally professional and helpful.

Terrible service and zero hope for appointments

After attempting to schedule an appointment for three consecutive days, I've found their availability to be completely nonexistent. If possible, I would rate them zero stars due to their utter uselessness. Update: Following my recent surgical experience, I've completely lost trust in this medical practice's competence. My strong recommendation is that other patients seek care elsewhere.

Frustrating service for older customers struggling online

Absolutely terrible service, particularly for older individuals such as myself. They insist I should use their online platform, but I'm completely lost trying to navigate it on my small mobile device, leaving me suffering and frustrated.

Gp service fails patient with urgent medical need

Completely ineffective service! My partner has been attempting to schedule a GP appointment for three weeks without success, constantly encountering either fully booked slots or being redirected to a walk-in centre. Today he tried again with the same frustrating outcome. After calling 111, they informed him he urgently requires a chest and lung x-ray and would send an urgent referral message to his doctor. When he followed up to confirm receipt, the practice bizarrely responded that he still needs to book a GP appointment for the referral. ARE THEY SERIOUS?! Absolutely ridiculous - he needs medical attention immediately, yet they refuse to see him. This situation has become beyond absurd! I can't even recall the last time my son or I actually saw our own GP, as we're perpetually shuttled to walk-in centres. We're desperately wishing we could switch healthcare providers.

Frustrating medical phone call nightmare

I called the medical practice this morning precisely at 8:30 and was initially hopeful. Yet, I found myself enduring precisely half an hour of irritating background music with absolutely no response from anyone. How is this acceptable? The situation is completely unacceptable and has occurred multiple times before. I am desperate to understand the process of securing a genuine appointment with a physician.

Terrible communication and zero customer service

Called on Monday to schedule an appointment and was assured the doctor would contact me, but no callback occurred. Tried again on Tuesday with the same promise, yet still no communication. Extremely disappointing service.

Smooth service for school admission document

The personnel were incredibly supportive. I required a child's proof of address document for school enrollment. I dropped by without scheduling ahead, and the receptionist was exceptionally courteous. She processed the paperwork immediately. I'm giving them top marks for their outstanding customer assistance.

Supportive staff despite challenging nhs healthcare system

A standard procedure in our current healthcare landscape, everyone is aware of the ongoing challenges faced by the NHS, yet the staff here perform admirably! In previous encounters, I've experienced some minor setbacks, but I won't fault the personnel as the inconvenience stemmed primarily from NHS guidelines. For locals seeking medical registration, this facility is certainly a solid choice and far from the worst option available! Grateful! All the best, Dan.

Worst medical experience ever terrible staff nightmare

Absolutely appalling customer service from incompetent front desk staff! This medical facility deserves to be permanently shut down, and the employees should experience the same level of misery they've inflicted on patients!

Frustrating experience with impossible appointment booking

Absolutely abysmal customer service. In this day and age, scheduling an appointment has become an inexplicable challenge. The moment you call precisely at 8:30, you're greeted by an automated message that essentially encourages you to seek alternatives. Previously, online booking was an option - so why has this convenient method been eliminated? The current phone-based system is fundamentally unfair, particularly to working professionals who cannot afford to spend endless hours on hold waiting to speak with a representative.

Fantastic service from caring medical professionals

I'm fully aware of the recent challenges surrounding medical practices, but I'm genuinely impressed by the exceptional care provided by The New Surgery today. After submitting an e-consult appointment yesterday, I was pleasantly surprised to receive a follow-up call from the doctor today offering assistance. The dedicated staff are working tirelessly, and I want to express my sincere gratitude for their outstanding efforts. Thank you, Lisa