The New Surgery

Terrible phone service that goes nowhere fast

Avoid picking up their calls at all costs. I made multiple attempts to connect over several days, but each time I was met with silence or endless waiting on hold.

Terrible medical service that consistently disappoints patients

I'm committed to sharing my ongoing frustration with this medical practice every chance I get. My interactions have been consistently disappointing and I'm thoroughly fed up. The reception staff are consistently unhelpful, manipulative, and abrasive. They consistently refuse to listen and seem intent on redirecting patients anywhere but their own facility. I'm currently at the Folkestone walk-in centre because the new surgery couldn't be bothered to properly manage my 111 referral. The doctors are incredibly inconsistent, with their attitude seemingly dependent on their mood. They frequently appear annoyed by patients seeking medical attention. Appointments are almost never available. They aggressively push their online service, even for patients lacking computer skills or internet access. Medical referral documentation is routinely mishandled or simply not forwarded. My strong recommendation is to steer clear of this surgery if at all possible.

Terrible service and no doctors appointments available

Securing a doctor's appointment at this medical practice is virtually impossible. Your best bet is to contact 111 or seek private healthcare. After much difficulty, I eventually obtained an appointment, but only with a Nurse, despite requesting to see a GP. I underwent blood tests, and upon receiving the results, the surgery texted me to schedule a consultation with a doctor. When I called (after a 20-minute wait), I was informed that no appointments were available for several weeks. They advised me to wait and call back in a couple of weeks, hoping for a slot next month. Absolutely unacceptable! I'm now compelled to submit a subject access request for my test results, either to attempt self-diagnosis or consult a private physician. This level of service is deplorable. I've previously filed a formal complaint, but it seems no one is concerned. Endless excuses. Steer clear at all costs!!! Update - it took three weeks to even acknowledge my complaint and subject access request, and I'm still waiting for the requested information.

Frustrating morning with no medical help available

Been dealing with a herniated disc in my back for a week now Managed to walk to the medical center on 16/10/23 Arrived at 8:40 Absolutely no available appointments Why can't I get an appointment? They only start at 8:30 and somehow All slots are already taken

Frustrating healthcare system leaves patient feeling helpless

Securing a medical appointment is an exercise in futility. Even when you manage to schedule one and diagnostic tests are ordered, obtaining result interpretations or follow-up guidance becomes an equally frustrating challenge. During my attempt to retrieve blood test results, the male receptionist prematurely declared them "clear" before even verifying my identity. When I offered my details, he hastily repeated the same statement after a brief hesitation. 🙃 I am genuinely astonished that regulatory bodies like the Care Quality Commission (CQC) permit such substandard service delivery. This approach demonstrates a complete absence of patient-centered care. My confidence in the healthcare system has been utterly eroded. After months of uncertainty, I've effectively abandoned hope of receiving proper medical attention. Now, for any health concerns, I resort to walk-in clinics or A&E's GP section as my primary healthcare resource. 👍🏼

Frustrating wait for an impossible appointment

Struggling to secure a booking for an extended period of time

Excellent medical care with friendly staff

The front desk staff was friendly and attentive, and I was satisfied with how the physician addressed my medical concerns. The entire experience was of high quality and met my expectations.

Persistent patience wins medical scheduling battle

Securing an in-person consultation was incredibly challenging, yet by some miracle, I succeeded in scheduling one just yesterday.

Disappointingly sluggish service that tested my patience

Extremely sluggish and unresponsive

Friendly and attentive customer service team

The employees were incredibly supportive and friendly, going out of their way to assist me.

Great service and visible progress

Welcoming and diligent employees. The positive changes are clearly becoming apparent and taking shape.

Wonderful healthcare for my growing family

The New Surgery proved to be an exceptional healthcare provider for my family throughout our years together. The entire team, from the welcoming reception staff to the compassionate doctors and nurses, consistently offered outstanding support for our medical needs. It was truly disappointing when we recently relocated and found ourselves outside their service area.

Quick and professional medical care

I was able to secure a prompt scheduling and encountered top-notch assistance, with the personnel being incredibly supportive and welcoming. My overall interaction was extremely satisfactory. I would gladly endorse this service to others.

Helpful staff made our visit smooth and pleasant

Accompanied a client to the front desk for a query, and the reception team was welcoming and extremely helpful.

Terrible customer service wasted my entire morning

Time and money wasted: Spent £17.50 just to sit on hold for over an hour, listening to mind-numbing elevator music and automated messages. The phone bill for this frustrating ordeal was more than the actual service I was trying to resolve.

Exceptional care and warmth at this medical center

Delightful ambiance, wonderful personnel, and a truly pleasant medical facility. Every aspect of the experience was charming and welcoming.

Exceptional service from caring medical professionals

I'm thoroughly impressed with this establishment! The administrative team is incredibly supportive and consistently demonstrates exceptional customer service, always willing to assist regardless of scheduling constraints. Sincere appreciation goes out to Dr Mukherjee, Malcolm, Rossini, and Ilias for their outstanding dedication and commitment. Continued success to the entire team! 👍👍👍

Terrible service and zero help at new surgery

The New Surgery in Folkestone is unquestionably the most appalling medical practice I've ever encountered. Securing an appointment with a doctor is practically impossible -- this week, I was informed that the entire medical staff was on simultaneous annual leave, leaving me with no option but to consult a nurse who was supposedly a 'specialist' for my specific concern. Upon meeting her, she proved entirely ineffective and declared herself unable to offer any assistance or guidance regarding my issues, insisting I needed to see a proper doctor. The reception staff also seem to take perverse pleasure in complicating patients' experiences, displaying a complete lack of compassion for individuals' medical challenges. This facility is fundamentally unfit for providing healthcare -- I strongly recommend steering clear of this practice if you have any regard for your medical well-being.

Frustrating healthcare system leaves patients desperate for care

Scheduling a medical consultation feels like an impossible feat, almost as likely as hitting the jackpot in a national lottery.

Helpful pharmacist saves the day with kindness

I reached out about a pharmaceutical question today and had the pleasure of speaking with a wonderful representative named Vicky, who quickly and efficiently resolved my concerns. She was exceptionally courteous and handled the matter with utmost professionalism. Much appreciation to Vicky for her excellent assistance!