GP surgery in Medway
The Elms Medical Centre
Tilley Close, Main Road, Hoo, Rochester, ME3 9AE
Scores 11 out of 100, poor for a GP surgery in England. 69% of patients say their experience is good and 23% find it easy to get through on the phone (England: 77% and 57%). Inspectors rated it Requires improvement 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 9
- Easy to get through on the phone2
- Easy to contact online41
- Good experience of getting in touch19
- Did not wait too long for the appointment14
Quality of care 18
- Patients rate the surgery as good20
- Patients got what they needed44
- Doctors and nurses listen57
- Patients trust the staff58
- Inspection rating (Requires improvement)2
- Health checks and screening done16
- Meets NHS clinical targets41
- Children vaccinated on time42
What patients say
98 patients answered the 2026 NHS survey about this surgery.
23%
find the phone easy
well below the England average (57%)
69%
say their experience is good
below the England average (77%)
+18
change since last year
2025: 51% · 2026: 69%
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 | 23% | 57% | 15% |
| Easy to contact via website | 54% | 58% | 23% |
| Easy to contact via NHS App | 59% | 54% | 25% |
| Reception staff helpful | 75% | 85% | 68% |
| Seeing the same person | |||
| Has a preferred clinician | 33% | 31% | 33% |
| Sees preferred clinician | 37% | 42% | 31% |
| What happened when they got in touch | |||
| Knew what would happen next | 84% | 84% | 66% |
| Next steps within 2 days | 94% | 93% | 89% |
| Good experience of contacting | 63% | 73% | 47% |
| The appointment | |||
| Offered a choice of time or day | 23% | 57% | 27% |
| Waiting time was about right | 56% | 69% | 47% |
| Remote appointment | 41% | 26% | 42% |
| The doctor or nurse | |||
| Good at listening | 89% | 87% | 89% |
| Treated with care and concern | 85% | 86% | 85% |
| Considered mental wellbeing | 71% | 75% | 72% |
| Had all the information needed | 89% | 92% | 85% |
| Confidence and trust | 94% | 93% | 92% |
| Involved in decisions | 91% | 92% | 91% |
| Needs were met | 90% | 90% | 84% |
| Overall | |||
| Overall experience good | 69% | 77% | 51% |
| Living with a long-term condition | |||
| Confident managing conditions | 88% | 79% | 65% |
| Supported by local services | 83% | 70% | 49% |
| Discussed managing condition | 37% | 43% | 20% |
| Agreed a care plan | 60% | 46% | 42% |
Green means at least 2 points better than England, red at least 2 points worse. With about 98 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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Write a review
Opening times and contact
| Monday | 8am to 6:30pm |
| Tuesday | 8am to 6:30pm |
| Wednesday | 8am to 6:30pm |
| Thursday | 8am to 6:30pm |
| Friday | 8am to 6:30pm |
| Saturday | 9am to noon |
| Sunday | Closed |
Confirmed by the surgery on 18 September 2023. Bank holidays may differ.
- Address
- Tilley Close, Main Road, Hoo, Rochester, ME3 9AE
- Phone
- 01634 250142
- Online
- Book, order repeat prescriptions and see records in the NHS App
- Works with
- Medway Peninsula PCN (a group of local surgeries that share services)
- NHS code
- G82077 · NHS profile
Branch surgeries
Run by this practice from another building. Patients register with the practice, not the branch.
- Lee KW
- The Surgery, Avery Way, Allhallows, Rochester, ME3 9NY · 01634 270345
- Recreation Hall
- High Halstow, Rochester, ME3 8SF
- Village Hall
- Isle of Grain, Rochester, ME3 0BY · 01634 270791
Access and facilities
- Disabled parking
- Disabled toilet
- Induction loop
- Wheelchair access
- Baby changing facility
- Baby changing facility
- Car parking
- Disabled parking
Pins show each surgery's score. Get directions
Inspection rating
By the Care Quality Commission, the NHS regulator
Requires improvement
overall, from the inspection published 31 January 2023
The five questions inspectors ask
| Is it safe? | Requires improvement |
| Is it effective? | Requires improvement |
| Is it caring? | Good |
| Is it responsive? | Good |
| Is it well-led? | Requires improvement |
About the patients
NHS records for the people registered here
Common health conditions
| Condition | Here | England |
|---|---|---|
| Hypertension | 18.8% | 15.2% |
| Diabetes | 10.6% | 7.9% |
| Asthma | 7.0% | 6.6% |
| COPD | 2.4% | 1.9% |
| Coronary heart disease | 3.1% | 3.0% |
| Depression | 17.8% | 14.3% |
| Obesity | 12.2% | 13.9% |
| Smoking | 14.1% | 13.5% |
Health checks done
| Check | Here | England |
|---|---|---|
| Cervical screening, women 25-49 | 71% | 67% |
| Cervical screening, women 50-64 | 66% | 75% |
| Blood pressure controlled (hypertension, under 80) | 59% | 68% |
| Blood pressure checked in last 5 years (45+) | 88% | 87% |
| Diabetes: blood pressure on target | 69% | 75% |
| Diabetes: blood sugar (HbA1c) on target | 61% | 57% |
| Diabetes: annual foot check | 69% | 78% |
| Asthma: annual review | 54% | 66% |
Other surgeries nearby
| Surgery | Distance | Score | Easy by phone | Rated good | New patients |
|---|---|---|---|---|---|
| The Elms Medical Centrethis surgery | – | 11 | 23% | 69% | Yes |
| St. Werburgh Med.practiceRochester, ME3 9HU | 0.3 miles | 12 | 35% | 56% | Yes |
| Maritime Health PartnershipChatham, ME4 3EP | 1.3 miles | 22 | 35% | 73% | Yes |
| Princes Park Medical CentreGillingham, ME7 1LX | 1.8 miles | 1 | 32% | 54% | Yes |
| The Glebe Family PracticeGillingham, ME7 5UA | 2.6 miles | 88 | 86% | 90% | Yes |
| Napier Road SurgeryGillingham, ME7 4HH | 2.7 miles | 73 | 81% | 85% | No |
| Highparks Medical PracticeRochester, ME3 8HX | 2.8 miles | 1 | 17% | 54% | Yes |
| Bryant Street Medical PracticeChatham, ME4 4HY | 2.9 miles | 26 | 69% | 74% | Yes |
| Woodlands Family PracticeGillingham, ME7 2BU | 2.9 miles | 1 | 24% | 46% | Yes |
| The Kings Family PracticeChatham, ME4 5JY | 3.1 miles | 24 | 54% | 73% | Yes |
Maritime Health Partnership is 1.3 miles away, scores 22 and is taking on new patients. You can usually join any surgery that covers your address.
Common questions
Is The Elms Medical Centre taking on new patients?
Yes. When we last checked its page on the NHS website (20 September 2026), The Elms Medical Centre was taking on new patients. You can register online through the NHS website or call the surgery on 01634 250142.
How do patients rate The Elms Medical Centre?
In the 2026 NHS GP Patient Survey, 69% of patients at The Elms Medical Centre said their overall experience was good. The England average is 77%. 23% found it easy to get through by phone (England 57%). Its GPScore is 11 out of 100, grade E, which puts it in the bottom 20% of GP surgeries in England.
What is the inspection rating for The Elms Medical Centre?
The Care Quality Commission, which inspects GP surgeries in England, rated The Elms Medical Centre as Requires improvement at its last published inspection (report published 31 January 2023).
What are the opening times of The Elms Medical Centre?
Reception is open Monday 8am to 6:30pm, Tuesday 8am to 6:30pm, Wednesday 8am to 6:30pm, Thursday 8am to 6:30pm, Friday 8am to 6:30pm, Saturday 9am to noon, Sunday closed. The surgery last confirmed these times on 18 September 2023. Bank holidays may differ.
How do I contact The Elms Medical Centre?
Call 01634 250142. You can also book and order repeat prescriptions in the NHS App. The address is Tilley Close, Main Road, Hoo, Rochester, ME3 9AE.
Does The Elms Medical Centre have a branch surgery?
Yes. The Elms Medical Centre also runs Lee KW (The Surgery, Avery Way, Allhallows, Rochester, ME3 9NY) and Recreation Hall (High Halstow, Rochester, ME3 8SF) and Village Hall (Isle of Grain, Rochester, ME3 0BY). Patients register with the practice and can usually be seen at either site.
How many patients are registered at The Elms Medical Centre?
Around 12,485 patients are registered (January 2025). The surgery is part of Medway Peninsula 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.