Dartford West Health Centre - Dartford

Mickey Q.

I'll start by saying that the care I have received from the Doctors and Nurses at this practice has always been very good and thorough. My 1 star review however is for how poor a service this practice provides for making appointments.

The online portal appointment system is impossible to get onto unless you are lucky enough to get on it dead on 8am. By 5-10 past 8, it's at capacity for the day and is turned off until the following day.

It is pointless trying to phone for an appointment, in my experiences I've been on hold for hours at a time with the automated message playing, and when finally reaching the front of the queue to hear a ringing tone, it goes unanswered and either times out or is cut off.

It is quicker to go to the reception in person and try and book an appointment over the counter, bear in mind though, this is dependant on how helpful the receptionist is willing to be. Dismissive is the default response, then you are directed to use the online portal or call them, which brings you back to square one.

Completely appreciate Dartford is a big town and there are thousands of patients registered here, but something needs to be done about booking appointments. The NHS 111 service, Pharmacies, Hospital Walk-Ins in the area all fob you off and direct you back to your GP if you present symptoms that are not life threatening but likely require a prescription or referral.

And to echo other reviews, the practice has been very poor at arranging the required appointments for my infant child since they were born, no follow up appointment or immunization appointment has ever taken place within the recommended NHS time frame, we have had to chase multiple times to get booked in.

Hazel G.

If I could give 0 I would..the staff at the Orchard Parctice are rude and they decide nothing is an emergency so always a 2-3 week wait for an appointment..I have been a Dartford resident all my life but somehow you're more likely to get an appointment if you live in Bexley village which is definitely not in the catchment area..I was caller 27 earlier an hour and 40mins later they called back..I had already phoned another doctors I was caller number 4..what a difference..sack all the phone staff and get ones that answer the phone not just sit around drinking tea and chatting. They do not want to deal with anything complaint related and make the excuse that they are not the only doctors in that building..the whole thing is a joke.

Ola O.

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. It’s like it’s 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 it’s the most minute reason for calling. So so terrible

flops

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!!!!

Bogdan V.

Is better to don't ask nothing the receptionist staff, very very 😡

Hannah B.

Edited December 2023. I have always received brilliant clinical care here and now there seems to be a more efficient reception. My son and I were seen by a new clinical practitioner who is incredible, I feel lucky and very reassured to have her working at the practice. I previously had several poor experiences over a couple of years (I was repeatedly turned away trying to book my son's routine check ups and immunisations and the reception staff were obstructive, patronising and once even blatently offensive) but I am happy to report these issues seem to have been resolved. Whilst this practice is suffering the same pressures as any other I'm confident they are doing well to manage.

Hannah B.

You be waiting dead on 8am to come for calling for appointment when you phoning them dead on 8am you be in the queue how possible is that soon as you get an answer no appointment until next week or 2 weeks ridiculous or even afternoon calling for information no answer. I have been going there since I was a baby but it worst now ridiculous I'm not happy with

Bernadette W.

So receptionists now have medical degrees that allows them to decide who is urgent and who is not. So last night I had a fall not serious thankfully, called 111 was told it didn't sound mega have a chat with your Dr. Done an e consult this service is supposed to be 24/7 .it isn't they turn it off when there overloaded I digress had phone call this morning from a receptionist I'm not urgent and have been put on Fridays list for a call so please don't try e consult as it is probably switched off what a farce nice going Dartford West Health Centre why do we bother here's hoping by Friday I can at least move a bit easier