Horsmans Place Surgery Medical Services in Dartford

Reviews

1. Rachel Page ★★★★★

   The reason I am giving 5 stars this time I visited the surgery is because of Pauline who couldn’t have been more helpful. I didn’t think I would get to the surgery in time due to coming earlier and parking was crazy, Pauline was so nice and even sorted me some parking on this one occasion to park behind the surgery so I could get my son to his appointment. Pauline was really helpful and extremely nice which makes a change from some of the doctors surgeries I have been too. Thank you again Pauline you was a superstar . Kind regards Rachel

   almost 7 months ago
2. Jade Bolton ★★★★★

   Dr Sujan, is the best GP in the area. Listens to all of my issues like he actually cared. Ive been referred to the exact areas i need. Helped me so much. I would recommend him to all. BEST GP to turn the surgery around in the area in a long time.

   almost 7 months ago
3. Mary Mears ★☆☆☆☆

   This review is based entirely on my own experiences as a registered patient at this surgery. Unfortunately, my experiences with Horseman’s Place Surgery have been consistently negative over many years. Reception and communication: In my experience, reception staff have often been unhelpful, dismissive, and unclear, leaving me feeling confused or spoken down to. As a neurodivergent patient, I have found communication particularly difficult and insufficiently supported. Hygiene concerns: On one visit, I observed a urine sample collection box placed on top of a bin in the reception area. When I raised this concern, I was told it was “fine.” This raised serious concerns for me about hygiene and contamination in a medical setting. Neurodivergence and medical records: When I joined the surgery in 2013, I informed a GP that I had a prior ASD diagnosis. I was told words to the effect of needing to “start over,” which I experienced as dismissive. As an American patient, I have also found that my prior diagnoses from the US have not always been treated as valid, particularly where they were not properly documented by the surgery. This has caused ongoing difficulties in my care. Doctors and documentation: I have frequently felt rushed during appointments and not fully listened to. I have also noticed inaccuracies in my medical records that do not reflect what I reported during consultations, which has reduced my confidence in the care provided. Complaints handling: I have raised multiple formal complaints. As a result, I now feel uncomfortable and, at times, treated differently for having spoken up. In some instances, the person I complained about was also involved in responding to the complaint, which did not feel independent. I have also received written correspondence asking me to remove a Google review, which further undermined my confidence in how concerns are handled. Overall, the issues I experienced feel systemic and reflect problems with communication, documentation, and management. I previously attended a GP surgery in Whitstable that provided respectful, high-quality care, and the contrast has been stark. I hope the GP partnership takes these concerns seriously and improves hygiene standards, complaints handling, record accuracy, and communication — particularly for neurodivergent patients and those whose first language is not English. To the GP partnership: I feel as if you are punishing me for the multiple complaints I have made. It’s cruel and unfair. Me asking if I should speak to my lawyer is not a threat. It’s part of the culture I grew up with. I grew up having things like this looked into because it gave me reassurance in how things were being handled. I will have things looked at by a lawyer. That isn’t a threat either. It’s a fact and it’s also a right I have as a resident/citizen of this country. Especially when I feel as if I’ve been treated cruelly. I will not sign an anything you send me about my complaints or me speaking to a lawyer about my own medical history and treatment. As someone with ASD things like speaking to lawyers, attorneys and people have knowledge about these things comforts me. Unfortunately all of this gave me a panic attack this evening and has left me feeling like this surgery doesn’t care about my life. I am devastated, sad and exhausted. They want to get rid of me. Update: Husband and I spoke to a doctor from Horseman’s and it essentially ended in him saying that we should just leave the surgery because he looked at our complaints and decided that they were “vexatious”. When asked if he felt it was moral for us to be aware of these problems and not try to fix them he repeated that we should just leave. He told us that he investigated the claims as soon as they were brought up and decided they weren’t valid. He considered the complaints dealt with weeks ago. Yet, we received a letter from him dated two days ago, asking us to delete my review while he conducted his investigation. This sounds like an attempt to suppress negative reviews to me. Very poor.

   almost 7 months ago

1. LukeMears ★☆☆☆☆

   Generally poor experience. Some of the receptionists are professional, but at times they bring in staff who are not experienced, and are confrontational and rude. Flagging this rudeness with the head doctor - which was recorded by the way - they tried to dismiss it by saying that it isn't normally their job to be on reception. They tried to tell us that we were the only ones that experienced this issue, right as someone else was loudly complaining about exactly the same thing in reception, 10ft away from us. That aside, we've experienced issues with our care because we see a different doctor each time. There seems to be a breakdown in communication, because my wife's throat infection was treated as acid reflux by one doctor, and flagged as likely cancer by another. Neither were true. UPDATE: Horseman's place have sent us a threatening letter because we wrote a negative review and complained about the poor treatment they provided. Unbelievable.

   almost 7 months ago
2. ALEX REES ★★★★★

   I bring a very elderly man each Friday for his leg ulcer treatment. Nurse Jay has been so good, patient, and giving advice as well as good treatment. Dennis’s leg ulcer has now healed. We would like to thank Jay, and all nursing and reception staff who have been kind and helpful to Dennis. Carol Rees

   almost 8 months ago
3. Grace ★☆☆☆☆

   I had a few tests recently and received a phone call to explain my results no further action required. A week later i’m called and asked to see the doctor re my results. The receptionist couldn’t tell me why I needed to go back in. This call filled me with worries and sleepless nights. When I visited the surgery the dr asked me why I had made an appointment and what he could do for me?? Complete waste of time, considering these days you can’t even get an appointment. My wasted trip could have been given to someone who actually needed it… shambles!

   almost 3 years ago

1. Clare Irons ★★☆☆☆

   You have to wait on average 50+minutes on the phone only to be told you are No10 in the queue. Have to be in 'dire straights' to get a 'face to face' appointment. You have received a text /letter asking to attend the surgery, again the rigmarole of the dreaded telephone call. And when you attend (probably three weeks later). You are asked "How can I help you" arrrrgh!! Reason for two stars-the current receptionists are very good.

   almost 3 years ago
2. Daisy Johnston ★☆☆☆☆

   Phoned at 8am, was in the queue for 45 minutes to be told no regular or emergency appointments. Was also told to look online for advice and nothing could be done. After begging for help and confirming back to the receptionist that there was definitely nothing which could be done she finally told me about e consult. I filled out a form and was phoned within the hour by the doctor who left a message. Missed the call as I was in work and had no signal so rang back - on hold for 25 minutes to be told they can’t guarantee he’ll phone back and they’ll pass it on. Received another call from the doctor who gave me an emergency appointment. TRULY HORRIFIC. I’ve never experienced anything worse

   almost 3 years ago
3. Steve Martin ★☆☆☆☆

   Tried booking an appointment to review my Dad's dementia meds. After being kept on hold for over 45min to be told "no appointments for two weeks ring back next week" and then repeat this process for several weeks. We finally managed to get a telephone consultation booked after waiting for 1hr 45min to get through. They have then text to say appointment cancelled over a week before it occurs (so can't be sickness) please phone to rebook! Another 1hr 45min wait to get it rebooked, why couldnt they have just rescheduled it and text me that date/time! There seems to be a complete lack of understanding of who they are providing the services for.

   almost 3 years ago

1. Kelly Coombe ★☆☆☆☆

   If I could give 0 I definitely would, been on hold for 90 minutes to be told I'm only just position number 10. Reception staff when you can ever get through are very rude and the Dr there doesn't have a clue what she's doing. My Nan has dementia and we had a telephone appointment with her she called up after the allotted time slot to ask us why she had to call us. Down right rude and very dismissive and lacks any care at all. Would recommend going to hospital than ever using this place as you'll actually get seen quicker

   almost 3 years ago

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