The New Surgery
Bad! (88 reviews)
Bad! (88 reviews)
Appointment availability remains the dominant concern across feedback, with patients reporting persistent difficulty securing consultations through both phone and online booking systems. Prolonged waiting times on hold, frequent disconnections, and consistently full appointment slots have created significant access barriers. Communication challenges are widespread, including unresponsive phone lines, missed callbacks, and limited e-consultation availability. Reception experience presents a mixed picture: while some patients praise courteous and supportive staff who demonstrate professionalism and helpfulness, others report discourteous behaviour, unhelpful redirects, and dismissive interactions that undermine confidence in the service.
When appointments are successfully obtained, clinical care quality receives more positive feedback, with patients noting compassionate doctors and thorough consultations. However, systemic issues including delayed prescription renewals, missing referrals, and organisational failures create ongoing frustration. Several patients report service deterioration since the pandemic, particularly following the shift to online-only booking systems. The practice's responsiveness to patient concerns and ability to manage administrative processes effectively remain significant areas requiring improvement to restore patient confidence and accessibility.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
Respond to patient reviews
Monitor satisfaction trends
Generate CQC evidence reports
Claim & Manage ProfileShows how often this practice responds to patient reviews and feedback.
Appointment availability remains the dominant concern across feedback, with patients reporting persistent difficulty securing consultations through both phone and online booking systems. Prolonged waiting times on hold, frequent disconnections, and consistently full appointment slots have created significant access barriers. Communication challenges are widespread, including unresponsive phone lines, missed callbacks, and limited e-consultation availability. Reception experience presents a mixed picture: while some patients praise courteous and supportive staff who demonstrate professionalism and helpfulness, others report discourteous behaviour, unhelpful redirects, and dismissive interactions that undermine confidence in the service.
When appointments are successfully obtained, clinical care quality receives more positive feedback, with patients noting compassionate doctors and thorough consultations. However, systemic issues including delayed prescription renewals, missing referrals, and organisational failures create ongoing frustration. Several patients report service deterioration since the pandemic, particularly following the shift to online-only booking systems. The practice's responsiveness to patient concerns and ability to manage administrative processes effectively remain significant areas requiring improvement to restore patient confidence and accessibility.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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Godchild 7.
3 years ago
Bad!
Terrible experience with unsympathetic medical staff
I'm utterly let down by this medical practice. A female physician arbitrarily removed my prescribed medication without justification. I subsequently transferred to another clinic where a doctor promptly and willingly prescribed the medication essential for my health condition. I feel I've been unjustly targeted and mistreated!
Phil D.
3 years ago
Bad!
Terrible service and zero compassion from staff
Populated by the most indifferent and dispassionate employees. Consistently impossible to schedule an appointment and zero empathy from the personnel. This entire medical practice deserves to be permanently closed.
Otto. A.
4 years ago
Bad!
Terrible service for elderly patients seeking care
Nearly unattainable to schedule a consultation for my aging parents. Whenever someone finally picks up the phone, they claim no availability today and advise calling back tomorrow. The next day, the identical issue persists! Absolutely outrageous.
Chris B.
4 years ago
Bad!
Impossible to book an appointment at this surgery
I spent hours on the phone yesterday morning and afternoon, and again this morning, waiting for around 40 minutes each time, only to be informed that all appointments were fully booked!! Securing an appointment at this medical practice is about as likely as scoring tickets to a sold-out Glastonbury Festival.
June P.
4 years ago
Bad!
Terrible medical experience at folkestone surgery
Completely worthless, I'm attempting to schedule another surgical procedure. Without a doubt, this is the most incompetent surgery center in Folkestone.
Ershebe1 E.
4 years ago
Bad!
Frustrating healthcare experience with zero support
Spent an entire week attempting to contact the medical practice about my ear infection, with zero success. Eventually visited in person, only to be told to continue my futile phone attempts. The online booking system is completely useless - appointments are backed up until June 3rd with absolutely no availability.
Kj A.
4 years ago
Excellent!
Friendly staff make healthcare a pleasant experience
I'm fortunate that I haven't had to visit the doctor frequently, having only consulted the nurse once. However, when I do reach out with a question via phone or e-consultation, the staff are consistently supportive and welcoming, with Katrina being particularly standout in her assistance.
Simon S.
4 years ago
Bad!
Dangerous parking practices at this medical clinic
Repeatedly causing traffic disruptions by allowing their patients to park illegally on restricted road markings.