West Malling Group Practice

Milverton, 116 High Street, West Malling, ME19 6NE
With surgeries at: West Malling, Leybourne & Kings Hill


Service Update

Phone Calls  

We know from your feedback that one of the issues you find annoying is the waiting time on the phone system, especially at peak times such as Monday morning.

Phone wait were a problem, so we’ve put more people on the phone.

We now have 10 lines manned at peak times.  

On Monday the 11th of March between 8.15-8.45am we answered calls with an average wait time of 4-5mins. There were zero calls waiting by 8.30am.

We aim to improve this further with a target time of 5 minutes maximum wait consistently at peak times.

Booking Non Urgent Appointments

Another consistent issue from your feedback is the length of time to wait for non urgent appointments. to address this we have recently opened more extended hour slots in the evenings and on Saturday mornings.                                                                                                                                                                                               

Cancelling Appointments

You can also help us to help you by informing us early if you intend to cancel your appointment as it can then be offered to someone else. We have a designated cancellation telephone line to enable you to leave a voicemail for your convenience.

Currently we are running at between 3-4% of “Did Not Attend” to booked appointments. On an average month this is between 70-100 appointments that could have been reallocated.

We are sure you can appreciate, that this is a considerable number of people who will have had to wait longer than necessary.