GP surgery in Tonbridge and Malling
Phoenix Medical Practice
33 Bell Lane, Burham, Rochester, ME1 3SX
Scores 8 out of 100, poor for a GP surgery in England. 58% of patients say their experience is good and 46% find it easy to get through on the phone (England: 77% and 57%). Inspectors rated it Good in 2023. It is taking on new patients.
How the score breaks down
Each line is a score out of 100. The England average is 50 and higher is better. How it works
Getting an appointment 11
- Easy to get through on the phone21
- Easy to contact online15
- Good experience of getting in touch12
- Did not wait too long for the appointment18
Quality of care 7
- Patients rate the surgery as good5
- Patients got what they needed3
- Doctors and nurses listen15
- Patients trust the staff2
- Inspection rating (Good)50
- Health checks and screening done30
- Meets NHS clinical targets53
- Children vaccinated on time87
What patients say
92 patients answered the 2026 NHS survey about this surgery.
45%
find the phone easy
well below the England average (57%)
58%
say their experience is good
well below the England average (77%)
-4
change since last year
2025: 62% · 2026: 58%
Getting in touch
The appointment
All survey questions, compared with England
| What patients said | This surgery | England | Last year |
|---|---|---|---|
| Getting in touch | |||
| Easy to get through by phone | 45% | 57% | 38% |
| Easy to contact via website | 41% | 58% | 19% |
| Easy to contact via NHS App | 25% | 54% | 25% |
| Reception staff helpful | 72% | 85% | 78% |
| Seeing the same person | |||
| Has a preferred clinician | 19% | 31% | 29% |
| Sees preferred clinician | 24% | 42% | 17% |
| What happened when they got in touch | |||
| Knew what would happen next | 81% | 84% | 69% |
| Next steps within 2 days | 92% | 93% | 87% |
| Good experience of contacting | 59% | 73% | 48% |
| The appointment | |||
| Offered a choice of time or day | 41% | 57% | 37% |
| Waiting time was about right | 59% | 69% | 65% |
| Remote appointment | 27% | 26% | 25% |
| The doctor or nurse | |||
| Good at listening | 80% | 87% | 84% |
| Treated with care and concern | 73% | 86% | 81% |
| Considered mental wellbeing | 60% | 75% | 65% |
| Had all the information needed | 83% | 92% | 88% |
| Confidence and trust | 80% | 93% | 88% |
| Involved in decisions | 81% | 92% | 91% |
| Needs were met | 78% | 90% | 83% |
| Overall | |||
| Overall experience good | 58% | 77% | 62% |
| Living with a long-term condition | |||
| Confident managing conditions | 86% | 79% | 79% |
| Supported by local services | 72% | 70% | 68% |
| Discussed managing condition | 23% | 43% | 24% |
| Agreed a care plan | 59% | 46% | 41% |
Green means at least 2 points better than England, red at least 2 points worse. With about 92 replies, a gap of a few points may just be chance.
What patients tell us
From people who use this surgery. Official data cannot tell you these things.
Tell us about this surgery
10 quick questions, one tap each, no sign-up. Your answers help the next person choosing a GP.
1 of 10Last time you needed a routine appointment, how long did you wait?
2 of 10When you last phoned, how long did it take to get through?
3 of 10How did you book your last appointment?
4 of 10Can you usually see the same GP?
5 of 10Was your last appointment on time?
6 of 10Are the reception staff helpful?
7 of 10Did the doctor or nurse listen to you?
8 of 10How easy is it to get a repeat prescription?
9 of 10Is parking easy?
10 of 10Would you recommend this surgery?
Thank you. Your answers are counted.
Reviews
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Opening times and contact
| Monday | 8:30am to 5pm |
| Tuesday | 8:30am to 6:30pm |
| Wednesday | 8:30am to 6:30pm |
| Thursday | 8:30am to 5pm |
| Friday | 8:30am to 6:30pm |
| Saturday | Closed |
| Sunday | Closed |
Confirmed by the surgery on 28 May 2024. Bank holidays may differ.
- Address
- 33 Bell Lane, Burham, Rochester, ME1 3SX
- Phone
- 01634 867982
- Online
- Book, order repeat prescriptions and see records in the NHS App
- Works with
- Malling PCN (a group of local surgeries that share services)
- NHS code
- G82234 · NHS profile
Branch surgery
Run by this practice from another building. Patients register with the practice, not the branch.
- The Whitehouse Surgery
- Mackenders Lane, Eccles, Aylesford, ME20 7HX
Access and facilities
- Disabled parking
- Disabled toilet
- Induction loop
- Signing service
- Step-free access
- Wheelchair access
- Baby changing facility
- Baby changing facility
- Disabled parking
Pins show each surgery's score. Get directions
Inspection rating
By the Care Quality Commission, the NHS regulator
The five questions inspectors ask
| Is it safe? | Good |
| Is it effective? | Good |
| Is it caring? | Good |
| Is it responsive? | Good |
| Is it well-led? | Good |
About the patients
NHS records for the people registered here
Common health conditions
| Condition | Here | England |
|---|---|---|
| Hypertension | 14.1% | 15.2% |
| Diabetes | 8.2% | 7.9% |
| Asthma | 6.9% | 6.6% |
| COPD | 1.3% | 1.9% |
| Coronary heart disease | 2.7% | 3.0% |
| Depression | 17.3% | 14.3% |
| Obesity | 12.1% | 13.9% |
| Smoking | 12.5% | 13.5% |
Health checks done
| Check | Here | England |
|---|---|---|
| Cervical screening, women 25-49 | 75% | 67% |
| Cervical screening, women 50-64 | 71% | 75% |
| Blood pressure controlled (hypertension, under 80) | 73% | 68% |
| Blood pressure checked in last 5 years (45+) | 89% | 87% |
| Diabetes: blood pressure on target | 81% | 75% |
| Diabetes: blood sugar (HbA1c) on target | 68% | 57% |
| Diabetes: annual foot check | 87% | 78% |
| Asthma: annual review | 47% | 66% |
Other surgeries nearby
| Surgery | Distance | Score | Easy by phone | Rated good | New patients |
|---|---|---|---|---|---|
| Phoenix Medical Practicethis surgery | – | 8 | 46% | 58% | Yes |
| Snodland Medical PracticeSnodland, ME6 5SN | 1.7 miles | 15 | 59% | 65% | Yes |
| Reach HealthcareChatham, ME5 9LD | 1.9 miles | 6 | 21% | 45% | Yes |
| Riverside Medical PracticeRochester, ME2 1NP | 2.0 miles | 80 | 86% | 88% | Yes |
| King George Road SurgeryChatham, ME5 0TT | 2.1 miles | 45 | 62% | 76% | Yes |
| Aylesford Medical CentreAylesford, ME20 7SE | 2.3 miles | 6 | 46% | 50% | Yes |
| Thornhills Medical PracticeAylesford, ME20 6QJ | 2.6 miles | 14 | 32% | 70% | Yes |
| Maidstone Road SurgeryChatham, ME4 6JL | 2.7 miles | 3 | 35% | 52% | Yes |
| Borstal Village SurgeryRochester, ME1 3JY | 3.0 miles | 88 | 87% | 82% | Yes |
| The Churchill ClinicChatham, ME5 0DL | 3.1 miles | 10 | 50% | 64% | Yes |
Riverside Medical Practice is 2.0 miles away, scores 80 and is taking on new patients. You can usually join any surgery that covers your address.
Common questions
Is Phoenix Medical Practice taking on new patients?
Yes. When we last checked its page on the NHS website (20 September 2026), Phoenix Medical Practice was taking on new patients. You can register online through the NHS website or call the surgery on 01634 867982.
How do patients rate Phoenix Medical Practice?
In the 2026 NHS GP Patient Survey, 58% of patients at Phoenix Medical Practice said their overall experience was good. The England average is 77%. 46% found it easy to get through by phone (England 57%). Its GPScore is 8 out of 100, grade E, which puts it in the bottom 20% of GP surgeries in England.
What is the inspection rating for Phoenix Medical Practice?
The Care Quality Commission, which inspects GP surgeries in England, rated Phoenix Medical Practice as Good at its last published inspection (report published 5 October 2023).
What are the opening times of Phoenix Medical Practice?
Reception is open Monday 8:30am to 5pm, Tuesday 8:30am to 6:30pm, Wednesday 8:30am to 6:30pm, Thursday 8:30am to 5pm, Friday 8:30am to 6:30pm, Saturday closed, Sunday closed. The surgery last confirmed these times on 28 May 2024. Bank holidays may differ.
How do I contact Phoenix Medical Practice?
Call 01634 867982. You can also book and order repeat prescriptions in the NHS App. The address is 33 Bell Lane, Burham, Rochester, ME1 3SX.
Does Phoenix Medical Practice have a branch surgery?
Yes. Phoenix Medical Practice also runs The Whitehouse Surgery (Mackenders Lane, Eccles, Aylesford, ME20 7HX). Patients register with the practice and can usually be seen at either site.
How many patients are registered at Phoenix Medical Practice?
Around 5,947 patients are registered (January 2025). The surgery is part of Malling PCN, a group of local surgeries that share staff and services, in the Kent and Medway NHS area.
Where this comes from: the 2026 NHS GP Patient Survey, Care Quality Commission ratings, NHS records of patients, conditions, checks and vaccinations (published through OHID Fingertips), and this surgery's page on the NHS website (checked 20 September 2026). Read how the score is worked out. Spotted a mistake? Tell us.