St Werburgh Medical Practice in Bells Lane, Hoo, Rochester rated as inadequate by the Quality Care Commission (QCC). The QCC is the independent regulator of health and social care in England.

Kent Online wrote the following article about the practice:

Kent Online article about St Werburgh Medical Practice

Are we surprised?

This is certainly no surprise for local Medway residents.

It’s common knowledge in Medway that health service levels could be improved as people experience increasingly longer waiting times and inadequate care at plenty of medical practices in the area. you’ve only got to look in a few Facebook groups to see the experiences that people have.

The evidence in this report is a real concern

Patients experience poor service regularly and have been let down on a numbers of occasions, even after the practice itself admits its own errors, often citing ‘there are no full-time doctors’ to sign off much needed medication. Getting an appointment within three weeks is nothing short of a miracle but it’s all good, you can always go to Medway Hospital Accident and Emergency and wait 4 hours.

We’ve spoken to a number of people who use the services of both surgeries at Hoo and at the Balmoral Healthy Living Centre in Gillingham, or whatever it is called these days. The prognosis is not good.

‘You put in your repeat prescriptions 72 hours in advance like they say and they still don’t get them done’

‘It’s really difficult to get through on the phone and there are rarely any appointments available’

This report from the QCC goes some way to explaining why people are having trouble…

St Werburgh Medical Practice in Hoo ruled Inadequate by the QCC

Updated 20 December 2019

We carried out an announced comprehensive inspection at St Werburgh Medical Practice on 20 November 2018. The overall rating for the practice was requires improvement. The full comprehensive report on the November 2018 inspection can be found by selecting the ‘all reports’ link for St Werburgh Medical Practice on our website at

After our inspection in November 2018 the practice wrote to us with an action plan outlining how they would make the necessary improvements to comply with the regulations.

We carried out an announced comprehensive follow-up inspection on 5 and 6 November 2019 to confirm that the practice had carried out their plan to meet the legal requirements in relation to the breaches in regulations that we identified in our previous inspection on 20 November 2018. This report covers findings in relation to those requirements.

This practice is now rated as Inadequate overall.

This is an extract from the report. Click the image below to read the full report.

St Werburgh Medical Practice - inadequte (QCC)

St Werburgh Medical Practice – Inspection report downloads (direct downloads)

Facebook Page for the practice –
The practice’s own website even lists the QCC results as inadequate.
St Werburgh Medical Practice displays QCC results on their own website

Other DMC managed services as listed on the NHS website:

DMC St.Werburgh Med.Practice
98 Bells Lane
Hoo St Werburgh

DMC St Werburgh Medical Practice
Stoke Village Hall
Mallard Way
Lower Stoke

Click here to view reviews and responses left by patients.

Unravelling the business behind the services is almost impossible, with archived profile pages on the QCC site, name changes including the following:

The surgery previously known as:

Medway NHS Healthcare Centre

Community Healthy Living Centre

Balmoral Gardens

Balmoral Clinic

DMC Medway NHS Healthcare Centre, Healthy Living Centre, Balmoral Gardens, Gillingham, ME7 4PN

Search the QCC site for ‘Balmoral’ and there is no trace of the Gillingham surgery anywhere.

Is this service really set up to look after Medway residents?

Is it even able to provide a basic service?

If you have had an experience with this practice, good or bad, let us know by commenting below or use our contact form
Here’s the latest update: