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)
Mar 29th, 2023

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.. .
Mar 23rd, 2023

Appointment for 6-8 weeks baby and mum review was not given several chase until baby was 14 weeks and this appointment got cancelled and to rebook was a pain spending ages on the phone. Its like its pointless having a phone number for this surgery, you can never speak to anyone. You have physical go to the place to speak to someone even if its the most minute reason for calling. So so terrible
Mar 16th, 2023

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!
Feb 12th, 2023

Very difficult to get through to and even if you do get through can never get any appointments
Jan 21st, 2023