St James' Surgery

Kind, helpful, especially explaining things. Took time and listened to our concerns.

Kind, attentive, thorough GP and receptionist as always.

Firstly I was able to see a Doctor Chumbra who was very clear in explaining my high blood pressure and setting up my requirement to have blood tests and a heart check up. This went well so Doctor Chumbra saw me a second time but due to Amlodipine not being available for several days he was unable to do much but pass me onto my named doctor - Doctor Dunken. This doctor was equally caring and listened to all my concerns. Following my own blood pressure readings I am to have a telephone call with Doctor Duncan and we will go from there. Along with the receptionist I have been treated with care and am pleased with how I am being looked after. The communication is good. The surgery itself feels well-organised and there is a pleasant atmosphere while you wait for your appointment.

I was seen on time and as always the nursing staff were friendly, empathetic, professional and polite.

Phone call received pretty well on time - thank you. Conversation was clear - not always guaranteed with phones but very much appreciated. No complaints whatsoever.

Dr Reinecka was very pleasant and kind! He didn't rush my appointment and let me ask questions. He also took the time to look at my week blood pressure record!

Blood test and blood pressure reading. Relaxed atmosphere. Very enjoyable visit.

Efficient self check in. Welcoming and informative surgery. Dr Duncan pleasant and approachable. Decisive action and advice given with ongoing care.

Great staff who are super efficient and helpful. Resolved my query so quickly!

I'm 87 years old and unfortunately wasn't born with a smart phone attached to my ear or hand, when I finally got to what I thought was the end I was invited to go back and make sure that I'd done everything I had to do and in doing so I erased the lot and had to start all over again total time was 40 minutes

Way too difficult to make an appointment since the anima system put in . I needed soo much help from the receptionist it took both of us at least 15 mins . And also had to bend the facts on the questions because every answer given was go to A & E .. go to A & E ..
I am Super grateful for the drs time and attention .

Lovely caring nurse with lots of advice.

The Dr I spoke to was rude, abrupt and too quick to offer a sick note. Even though I had completed an online form with all the details on for why I needed an appointment his first question was ‘What can I do for you?’ He didn’t allay any fears or offer any help or advice. I came off the call frustrated and felt I hadn’t received any help.

Been waiting for over a year for RSV jab and since Aug for Covid and Flu jabs. Rang many times to be told I'm on the list but nobody appears. My daughter has also rung on my behalf only to be told that if she tries to get me to the surgery for them I will be taken off the at home register.

Honestly I have a few things wrong with me so trying to get them sorted in one go is a nightmare. I preferred ringing up to get an appointment rather than filling out a form.

Not detailed enough for Universal Credit purposes. Sorry but I have more than joint pain.

I was delayed by traffic (having given myself an additional 20 minutes travel time) and tried to call, the phone system did not work to allow me to speak to an operator, I pressed 1 to check or cancel my appointment 16 times but nothing happened. I pressed 2 to go to ‘other’ 11 times - still nothing happened. I was driving all the time - on hands free - from Canterbury to confirm my appointment and advise I may be a little late, and to check if I should still come or would I have to rebook, eventually by the time we were diverted via Lydden I had been placed into the queue and was number 6.
By the time I arrived at the surgery - about 10 minutes late I had crawled up to number 3.
This is fair enough you are busy I totally understand. When I arrived at the surgery I could not speak to a receptionist for 10 minutes as there was no-one there. The machine told me my appointment didn’t exist - I guess because the allocated time had passed.
I just wanted to hold my spot but couldn’t. I don’t come often as I am fortunate to be relatively healthy but when I do I have inevitably waited at least 10-15 minutes each time to be seen. Again, totally acceptable as you are inundated.
Surely there could be a better system for those of us on the way to confirm our appointment, that we are coming and nearly there?
At least make the phone system work or have an email or text messaging/online confirmation messaging system perhaps?
I drove 49 miles to be told “She’ll probably want to rebook you now”
At least give us a chance, please.
I know any system will be flawed and my comments are borne out of frustration at not being seen today or contacted by anyone for months and months, but please…
The receptionist was polite and I am not aiming my comments at her at all. It’s not your fault or problem I choose to work miles away or choose to visit a doctor closer to home than work, the system didn’t work today. Is there any way it could be improved? I would have been happy to wait and wait and wait longer this evening but at least I would have been seen.
Now I have to chance it on Thursday.

The diagnostic physio service could be much more efficient. Firstly, if test results aren’t back yet, a simple call to postpone follow-up would avoid wasted time and fuel.
Secondly, tests could be arranged in one go, rather than one at a time.
Thirdly, follow-ups would be easier with a prior call to establish if symptoms have changed, and if not, decide on next step by phone. Again, this would avoid time waste.
Lastly, nice chap, but he doesn’t work efficiently, and this is causing delay in diagnosing my issue.

This was my annual diabetes review. I found the diabetes nurse to be extremely kind and helpful throughout. She was thorough, and discussed everything as she was carrying out the process.

Afterwards, the nurse was happy to answer my questions concerning my health. Totally professional, with a very nice manner.

Excellence all round from Reception through to Nurse. Well done St James's Surgery.

Thank you.

I was able to discuss in detail with the practice nurse all the circumstances in relation to my COPD. Nothing was rushed and the interview was reassuring. Thank you.