Brownlow Health @ Kensington Park

Terrible customer service and unprofessional staff

Zero communication and professionalism when dealing with their staff. The receptionists displayed a complete lack of courtesy during a scheduling error that they were responsible for, and their attitude was incredibly discourteous and unhelpful.

Caring staff but frustrating appointment scheduling system

The medical team treats patients with respect and maintains a welcoming, professional atmosphere. However, scheduling a doctor's appointment is challenging, as you're restricted to calling between 8am and 11am, and even then, securing a slot feels like a matter of chance.

Exceptional healthcare right around the medical block

Another outstanding experience with this medical practice. Dr O'Hagan delivered exceptional care. We're truly fortunate to have such a high-quality healthcare facility so close by. Received excellent treatment during my recent visit in May 2023. Made a morning call at 8am and secured a 9am appointment with a wonderful GP registrar. She was meticulous and compassionate, consistent with the top-notch care I've consistently received from all clinicians over the past five years.

Terrible customer service from unresponsive call center

The call kept dropping mid-conversation, interrupting my sentences. When I provided my date of birth, the representative acted as if they couldn't hear me, yet somehow managed to listen attentively when discussing my general practitioner. At times, they simply didn't answer the phone at all.

Fantastic service with warm and helpful team

Compassionate and exceptionally courteous personnel, with a welcoming approach to patients.

Rude receptionists overshadow great mental health support

Despite the GPS and nursing staff being incredibly supportive, some of the front desk personnel display an unacceptably hostile demeanor. I recognize they likely face significant daily pressures, but as a patient seeking the exceptional mental health services, the receptionists create an environment that's nearly anxiety-provoking. From the initial interaction, they demonstrate a complete lack of skill in addressing patients without sounding irritated or dismissive. While I acknowledge not everyone experiences sensory sensitivities or hearing challenges, one would expect the reception staff to make even a minimal effort to communicate effectively. Moreover, they consistently obstruct smooth communication and exhibit pronounced impatience.

Excellent practice with mixed nursing staff experiences

I can genuinely affirm that this practice is predominantly excellent. The premises are consistently spotless, with ample parking and an appealing building. The reception team is consistently helpful and cordial, demonstrating politeness and empathy towards patients' experiences. While booking an 8am appointment can be challenging, the e-consult system proves incredibly useful in addressing most concerns. General Practitioners typically respond within a day or less. Urgent appointments, such as those needed for children, have always been readily available. Non-urgent consultations might require a slightly longer wait, usually within 2-3 days, occasionally extending to a week, though same-day slots remain possible by calling early, especially if symptoms worsen. The GPs are remarkably professional, always approaching patients with a warm demeanor, actively listening and respecting patient perspectives without displaying superiority. Unfortunately, we can only award 3 stars due to the nursing staff's significantly different approach. Nearly every nurse interaction has felt dismissive, with patients made to feel invalidated and uninformed. Nurses have frequently challenged patient experiences, disregarding statements about treatment ineffectiveness. This approach is particularly frustrating as it undermines patient communication. We've even encountered condescending comments suggesting patients cannot comprehend medical options, despite our own healthcare professional background. The experience often concludes with continued medical concerns compounded by emotional distress. While understanding the pressures healthcare workers face, we believe patient-centered care—as demonstrated by GPs and receptionists—should be the universal standard.

Quick and professional medical help

In my brief encounter, it precisely met my requirements. Dealing with a health issue, I initially sought guidance from online NHS resources. This approach proved helpful initially but eventually fell short. I utilized the e-consult service, providing comprehensive details, and secured an appointment the following afternoon. The general practitioner I consulted was thoroughly professional and direct. I'm puzzled by the clinic's three-star overall rating. This is fundamentally a medical facility, not a platform for critiquing staff attire or expressing frustration when personal expectations aren't met. The process is straightforward: contact in the morning for same-day appointments, though this might not suit everyone. Alternately, the e-consult option is remarkably user-friendly. As a recent area transplant, I found online registration seamless. The e-consult proved highly effective, with appointments scheduled promptly and efficiently when necessary. Negative reviewers should refrain from projecting personal challenges onto what is essentially a commendable GP practice. Additionally, it's prudent to research your symptoms on the NHS website beforehand, helping you articulate your concerns concisely, recognizing that physicians have limited consultation time. Surprisingly, I've been motivated to write this review, which is uncharacteristic for me.

Exceptional service with compassionate and caring team

The personnel here are absolutely wonderful - so kind and supportive. The receptionist I interacted with earlier today was particularly exceptional. Everyone demonstrates genuine professionalism and makes the entire experience truly pleasant.

Reliable healthcare with quick and helpful e-consult service

If you call early in the morning, there might be some difficulty connecting, but I've consistently managed to secure an appointment. The E-Consult service is outstanding. You can submit an email with attached images, and based on my experience, you receive a response in under 24 hours. The sole drawback is the lack of a dedicated physician, so you'll be seen by whoever is available at the time.

Exceptional care from friendly and attentive medical team

The medical staff here are truly exceptional. They respond rapidly to any inquiries and the entire team demonstrates incredible kindness and professionalism. I cannot emphasize enough how highly I endorse this practice.

Horrible service and unhelpful reception staff

Absolutely terrible service at the front desk. After making five separate attempts to register, they contacted us the following day to inform us that registration was impossible due to our location, despite the fact that we reside merely a short 3-minute walk away. I strongly advise against wasting your precious time with this incompetent establishment!!!

Lifesaver pharmacist saves the day with awesome help

Incredible assistance from a friendly, helpful staff member who went above and beyond to resolve my prescription mix-up. Despite being near the end of his work hours, he was super kind and quickly sorted everything out for me.

Surprisingly pleasant phlebotomy at brownlow medical centre

Despite my previous reservations about Brownlow, my recent phlebotomy visit to this particular branch was surprisingly positive. The front desk staff were welcoming, and the nurse who performed my blood draw was exceptionally understanding of my needle phobia. She went out of her way to ensure I felt at ease and administered the test with remarkable gentleness (a stark contrast to my numerous unpleasant blood test experiences across Liverpool). What's more, their efficiency was impressive - the entire appointment took just nine minutes from start to finish.

Frustrating medical practice with impossible appointment system

I am absolutely appalled by the current situation at this medical practice, especially since my parents are patients here. The operational system is completely unacceptable and utterly ridiculous. Patients are expected to call at 8am to secure an appointment, but this is practically impossible. Typically, you cannot get through for at least thirty minutes, and by then, unsurprisingly, all appointments have been allocated. The same frustrating scenario repeats when attempting to call back at 1pm. Furthermore, patients are informed they cannot book appointments in advance. FOR GOODNESS' SAKE, WHAT HAPPENED TO THE PREVIOUS SYSTEM THAT WORKED PERFECTLY? I urge you to address this chaotic situation before a patient who genuinely needs medical attention becomes discouraged and potentially develops a serious health complication. Please do not suggest I leave a comment on your website; the system itself needs immediate and comprehensive reform.

Caring staff make dental visit smooth and safe

Welcoming and supportive personnel; there's a slight delay as they thoroughly sanitize the area between client appointments.

Terrible service and unhelpful staff avoid at all costs

The employees consistently demonstrate a lack of helpfulness and courtesy, with poor organizational skills. If possible, I would rate this experience even lower than the minimum score.

Terrible customer service that ruined my entire experience

If possible, I'd rate this zero stars. The reception staff who answer the phone desperately need to find a different career. Their conduct is utterly unprofessional and discourteous. It would be an improvement if they even understood their basic responsibilities, but that's not the case. I received absolutely no assistance and simply squandered my valuable time.

Terrible healthcare that put my life at risk

I feel completely neglected by this healthcare provider. Throughout my entire experience, I never received a proper medical consultation from an actual physician. The telephone staff consistently demonstrates a lack of courtesy and professionalism. After giving birth, I developed high blood pressure, and the only assessment I received was a cursory blood pressure check by a nurse. No healthcare professional conducted a thorough examination, and a doctor irresponsibly prescribed medication via phone without a proper consultation. The prescribed medication has caused me significant discomfort. When my blood pressure reached critically high levels, requiring hospitalization, the hospital sent a communication to the practice. Despite this serious medical situation, no one from the practice reached out to schedule a follow-up appointment or adjust my medication. The level of care I've experienced is absolutely unacceptable.

Frustrating booking system makes scheduling nearly impossible

I'm struggling to schedule an appointment because their booking policy is incredibly inconvenient. The receptionist insists they only handle same-day appointments, which means you must call first thing in the morning. If you have work commitments that prevent an early morning call, they simply shrug and claim they can't help. Essentially, they expect patients to take an entire day off work just on the off chance they might secure an appointment.