Dartford West Health Centre

"My experience is very good care from clinical staff, however there will be infants missing routine checks and immunisations (and possibly safeguarding opportunities) because this practice does not book these in, parents must chase and beg for routine care. I was repeatedly turned away trying to book my sons 6 week check up (Apr 2022). When he developed a rash at 6 weeks I was then lectured by the receptionist about the risk I put my son at not calling it in as an emergency, as a first time mum I was shamed and devastated. He eventually received his routine check up at 13weeks. Currently, there was no communication from the practice regarding his 12m immunisation and when I called the practice at 12m2wk I was given an appointment for after 13m. The receptionists refuted NHS advice that it should be administered between 12 and 13 months. I suggested to the receptionist that the information she had to inform her should be reviewed, however she repeatedly said she's not technical and the nurse will fix it if there is a problem (she didn't seem to appreciate the nurse can't reverse time if the optimal window is missed!). This first receptionist was not listening to me as she was talking to her colleague, I was passed to this colleague to whom I summarised my reason for frustration, she could not then repeat back me any of what I had said. She said, "do not really know what you're upset about". What a waste of all our time. She suggested I need to be mindful of the backlog they are dealing with from the covid pandemic and told me how grateful she is for the NHS... Clearly implying she thinks I am not. But on that note the care of doctors and clinical staff working at Redwood is exceptional, I am sad to be considering leaving the good medical care because of poor administrative management and obnoxious reception services. I recommend calls are recorded, some training is delivered and fresh administrative support is introduced. (Patient of 5+ yrs)"

"Pretty appaling service for a GP practice...post Covid and the issues have got worse! Trying to make an appt is virtually impossible... So phone the doctors, and could wait on the phone for 2 hours( no joke), when you do get through, the gestapo will decide to answer the phone or not. I have even had the phone cut off. Perhaps the practice manager needs to address this at the next manager meeting. When my husband actually saw a Gp face to face , the Gp couldn't believe how his receptionist act... 6 weeks to wait fir a blood test. It is a appaling service.. ."

"I put 1 star because I couldn't put none. I had some test done, 2weeks later I went to the surgery for the results and was told the doc had not yet seen them but he would call me on Tuesday the week after. Tuesday came and went and nothing. Doc called me back on Wednesday when I was busy and driving so I missed the call, he said to call him back which i tried to do., iwas on hold for 1 hour and 30 minutes, I started at number 4 and ended at number 2, then the phone just kept ringing probably transferred me to a room with noone there, I let it ring for another 40 before giving up. This surgery is a complete joke, either employ more receptionists or employ competent ones. Avoid at all cost!"

"This practice has gone downhill since Dr Short left. Although the rest of the working world has opened up since the pandemic this practice is reluctant to. You have to be very lucky to get an E-consult as they get snapped up very quickly and the reception staff now just say to go to your local chemist or A&E instead of trying to get you into the the surgery. So many people including myself are missing important face to face appointments with doctors. When will things change?"

"This practise is a joke. It’s faster and easier to just die than to get an appointment!!! Worst receptionist service ever. Always moody, rude, never pick up the phone and think they have the right to decide what is urgent and what is not? Are you a doctor??? They say you are only able to make appointments via website at Monday 8am, no matter how many times I tried I was not able to get one! It’s been almost 3 months I can’t get an appointment and I honestly feel like ending my life because I can’t get help by simply booking an appointment!!!!"