Hildenborough Medical Centre
AP
A P. one year ago • From Google
Great
The clinical staff at this practice demonstrate excellent expertise and take adequate time to listen to patients describe their concerns and provide appropriate responses. The dispensary also delivers a commendable service, with courteous and supportive personnel, and this standard of care extends to the administrative team at reception. The main area for improvement relates to the telephone system for requesting urgent appointments. The initial recorded announcement is lengthy, followed by a queuing system that provides position updates. Calls are then assessed by administrative staff without medical qualifications, who determine whether a doctor should contact the patient. While the clinical team are responsive and promptly return calls to evaluate whether an in-person consultation is necessary, the overall pathway to securing a face-to-face appointment is somewhat protracted and cumbersome. Given the current pressures within the healthcare system and the substantial patient demand, the appointment booking process is perhaps understandable, though it remains a notable limitation of the service.
Matt S.