West Malling Group Practice

I've so far only had a good experience.
Most surgeries expect you to call on the morning. Most surgeries expect you to wait in a line. It's not 'ideal' but it's like it at most places.
The receptionists have always been very polite to me.
I had the Dr call me back on the same day on my first call and had a nurses appointment within a couple of days for my second call.

Don’t understand the negative reviews. Got through on call very easily and got an appointment to see a doctor within the day. All staff were very welcoming and kind and the whole process was incredibly efficient.

Helpful doctors when you get to see them but the appointment system is not fit for purpose nor the staff who run it...."the computer says no" is the motto and the receptionist actually agreed with me when I said that to her. You get one chance to pick up the phone if the doctor calls you back and after that you have to join the 8.15 a.m. lottery. Atrocious and obstructive appointment system that needs overhauling. Much more staff and premises required.

I do not understand anyone giving this practice anything above one star (which is already generous). This practice has damaged my health rather than improve it. I have no trust that I will be cared for or be understood based on my experiences. Like most, I can’t wait around for a phone appointment at a random time….I work! I can’t just stop in the middle of a meeting or whilst driving and if you miss the call, you’re back in the phone queue at 8am the next day. I need to know an approximate time to be able to talk privately. My anxiety suffers trying to get in the 8am appointment lottery and complex needs are not understood. In 3 years I have not had the same doctor twice. I’ve stopped seeking medical care and I know my health is declining. It’s because the stress of trying to get help is too much when already feeling unwell. I’m choosing compromised health over a futile fight for care. Those of you who say the care is spectacular: tell the rest of us your secret please.

Lots of bad reviews about the booking system but unfortunately that is the case at most surgeries - all local surgeries seem to be understaffed with too many people allocated to them. Having said that, I have always been able to get through (yes, sometimes that does mean waiting whilst you are 15th in the queue) and whenever I've called about my two small children we have been seen same day and with excellent care.

I had quite a few appointments for my kids in last 2 years .. Always found receptionists helpful and calm .
Never had any issues so far .

Walked into GP Surgery to ask for non-urgent appointment to check a skin mole which has changed and has bled. This is not an emergency but there is a genuine concern which needs addressing. I was told 'we don't book future appointments, please phone 8:15 Monday' . At exactly 08:15, I phoned the Surgery as instructed only to be cut off as the lines are already full. The pre-recorded message tells you to phone back later. This is not the way to run a GP Surgery. No wonder people are going to A&E.

Cannot fault this surgery. Have been amazing in dealing with the issues etc for my mothers end of life care. Extremely helpful and understanding staff, who went above and beyond.