Brownlow Health @ Kensington Park
Average! (47 reviews)
Average! (47 reviews)
Patient feedback reveals a significantly divided experience at this practice, with marked contrasts between clinical and reception services. Medical staff, including doctors and nurses, consistently receive praise for professionalism, responsiveness, and compassionate care delivery. The reception experience, however, presents substantial challenges. Patients report persistent difficulties accessing appointments, with phone lines frequently busy or disconnecting, lengthy waiting times on hold, and same-day booking policies that require early morning calls. Several patients describe reception staff as discourteous, dismissive, and unhelpful, particularly when seeking clarification or assistance. Communication barriers and impatience have been noted as recurring concerns.
The e-consult service emerges as a valued alternative, with patients reporting prompt responses and efficient appointment scheduling through this channel. The practice environment is generally described as clean and welcoming, and individual staff members have been highlighted for going above and beyond to assist patients. However, continuity of care concerns and inconsistency in reception interactions create uncertainty for patients navigating the service. While clinical competence and courtesy are evident in many encounters, the appointment access system and reception responsiveness require attention to ensure equitable and respectful patient experiences across all service touchpoints.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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Generate CQC evidence reports
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Patient feedback reveals a significantly divided experience at this practice, with marked contrasts between clinical and reception services. Medical staff, including doctors and nurses, consistently receive praise for professionalism, responsiveness, and compassionate care delivery. The reception experience, however, presents substantial challenges. Patients report persistent difficulties accessing appointments, with phone lines frequently busy or disconnecting, lengthy waiting times on hold, and same-day booking policies that require early morning calls. Several patients describe reception staff as discourteous, dismissive, and unhelpful, particularly when seeking clarification or assistance. Communication barriers and impatience have been noted as recurring concerns.
The e-consult service emerges as a valued alternative, with patients reporting prompt responses and efficient appointment scheduling through this channel. The practice environment is generally described as clean and welcoming, and individual staff members have been highlighted for going above and beyond to assist patients. However, continuity of care concerns and inconsistency in reception interactions create uncertainty for patients navigating the service. While clinical competence and courtesy are evident in many encounters, the appointment access system and reception responsiveness require attention to ensure equitable and respectful patient experiences across all service touchpoints.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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Jwan W.
5 years ago
Excellent!
Wow, this company truly exceeded my expectations
Exceptional customer support that truly exceeded my expectations.
Sarah S.
6 years ago
Excellent!
Exceptional healthcare with friendly and professional staff
I've been a patient at this medical facility for approximately twelve months, and without exception, every healthcare provider I've encountered has been exceptional. The front desk staff are consistently well-informed and incredibly supportive.
Michelle B.
6 years ago
Excellent!
Friendly service with a smile
The staff consistently demonstrate exceptional assistance and maintain a high standard of service quality.
James J.
6 years ago
Excellent!
Friendly staff make every visit a great experience
I've been a patient at Brownlow for years, and the reception staff have consistently gone above and beyond to provide outstanding support. Their courtesy and professional demeanor are truly remarkable. My sincere appreciation goes out to them.
Joyce M.
6 years ago
Excellent!
Exceptional healthcare support from caring medical team
Throughout this past year, I've had numerous interactions with general practice healthcare providers, and I must say the staff—from the front desk personnel to the doctors and nursing team—have consistently delivered exceptional care and support.
Marie A.
7 years ago
Bad!
Terrible service and endless waiting on hold
Every call results in a lengthy wait of 15 to 20 minutes, and then you're unable to secure an appointment. This morning, I called at 8:30 AM and was informed that all slots were taken. I was advised to call back at 1 PM, so I did. From 1:05 PM to 1:25 PM, I was left on hold, only to be told once again that no appointments were available. I'm thoroughly frustrated and disappointed with this experience.
Evgenia L.
9 years ago
Excellent!
Exceptional healthcare experience at liverpool clinic
In my opinion, this stands out as arguably the most exceptional healthcare facility Liverpool has witnessed to date.