Kensington Street Health Centre

Long waits and no appointments available

This practice has not met my expectations. The appointment booking process has been frustrating, with extended wait times when attempting to schedule a consultation. When I finally reached someone, I was informed that no appointments were available. I have been trying to secure an appointment for several weeks without success. The overall system appears to require significant improvement, and I would rate my experience very poorly if a lower rating were possible.

Frustrating appointment booking and poor processes

This practice has significant operational shortcomings and inefficiencies that fall well below acceptable standards.

Online booking system repeatedly failed to work

Experienced difficulties accessing an online appointment system, encountering repeated error messages when attempting to log in. After contacting the practice multiple times and receiving suggestions to retry, a message with an access code was sent but proved unsuccessful. An appointment was subsequently scheduled despite having previously communicated an unavailability on Fridays. A further appointment was arranged for a Saturday at a location in a different postcode area than where I reside, and without access to personal transport, attending required an expensive taxi journey. On a previous visit, similar travel arrangements resulted in an unexpectedly lengthy appointment duration and substantial transportation costs. The overall experience felt inefficient and time-consuming, consuming several hours without satisfactory resolution. The practice's online rating reflects ongoing concerns about service quality and operational standards.

Long phone waits and impossible to reach

This practice requires significant improvement. I waited on hold for an extended period without receiving a response. The service was disorganised and disappointing. The accessibility to appointments appears extremely limited, making it very difficult to obtain timely care.

No way to send feedback about the appointment system

I've been attempting to provide feedback regarding the updated appointment system introduced recently, following communications that were shared through various channels. I attempted to locate an email address or contact method to raise a concern, but I was unable to find any straightforward way to communicate with someone at the practice. I suspect this may contribute to the ongoing difficulty in reaching the surgery by telephone, which can be particularly problematic for patients who are unwell and need assistance. The online appointment system was presumably developed to address these accessibility challenges, however it appears to experience technical issues. Unfortunately, these problems seem difficult to resolve, as there doesn't appear to be a clear mechanism for patients to submit feedback or have their concerns acknowledged and addressed. It's concerning that service users feel frustrated and unheard. Constructive feedback is valuable for any organisation seeking to improve its services and better meet patient needs.

Long phone wait for appointment booking

Experienced a lengthy wait of approximately one and a half hours when attempting to book an appointment by telephone this morning. The service fell well short of expectations.

Felt genuinely listened to and well cared for

This is an excellent medical practice with outstanding healthcare professionals.

Long wait on phone queue left frustrated

The service fell short of expectations. The response time was disappointingly lengthy and frustrating. I spent considerable time attempting to reach someone by phone without a satisfactory outcome. It appears there may be gaps in the training and support provided to the team in this area.

Phone queue made booking impossible

I have attempted to schedule an appointment on three separate occasions by phoning at 8am. On each attempt, I found myself in a queue with a significant number of other callers ahead of me. I opted for the callback service, however today I did not receive the expected call. This situation is hindering my ability to access the care I need. I would appreciate an investigation into this matter and guidance on alternative ways to secure an appointment.

Long phone waits and unhelpful reception staff

This practice has significant issues with their telephone system, which leaves callers waiting on hold for extended periods. Additionally, some of the reception staff could benefit from improving their customer service approach.

Struggling to reach reception for help

I have a family member with additional support requirements. When I attempt to seek assistance, I encounter difficulties contacting the reception team initially, and subsequently struggle to secure an appointment or reach someone available for a telephone conversation. Although the practice is conveniently located near me and I have registered there, I am quite dissatisfied with the level of service provided 😔

Staff confusion caused distressing administrative errors

If given the opportunity, I would rate this practice far below the minimum. There were significant issues with how a sensitive matter was handled due to staff appearing unclear about their responsibilities. Additionally, an inappropriate appointment reminder was sent to someone who is no longer a patient. This has been the most disappointing general practice experience I have encountered.

Felt unheard and dismissed during appointment

Attended an appointment where I felt the clinician appeared disengaged and uninterested throughout the consultation. My concerns and observations were not given proper consideration, and I experienced frequent interruptions when attempting to express my symptoms. The overall manner and conduct fell short of what I would expect, with a notably informal posture and lack of basic courtesies such as an initial greeting or acknowledgement. The appointment was quite brief, lasting approximately five minutes, which left me feeling my health concerns had not been adequately addressed or investigated. When I asked about alternative treatment options, I was told none were available, though I had previously been offered alternatives by another healthcare provider, which I found difficult to accept. I felt the approach taken did not reflect the standard of care and professionalism I would hope for in this setting. This experience ultimately prompted my decision to transfer my care to a different practice. I should note that the reception team have consistently demonstrated professionalism, courtesy, and helpfulness, as has the pharmacy located nearby.

Phone queues make you consider walking instead

Attending the hospital would result in faster service than attempting to reach reception by telephone. I visited in person and observed the reception staff appearing to be unoccupied, which was frustrating. It seems the practice does not take notice of patient feedback. The service has been disappointing, and I experienced significant difficulty getting through on the phone, with a lengthy wait time as a caller in the queue. I have submitted a formal complaint regarding my experience with this practice.

Phone queues make booking appointments impossible

I was unable to submit my review without selecting at least one star. This system needs to be changed, as the service provided does not merit even a one-star rating. At this point, a zero-star option would be far more reflective of the experience. Attempting to arrange an appointment for my elderly relative has been deeply unsatisfactory. I had to disconnect several times after being on hold for extended periods on multiple occasions, which is wholly unacceptable. Although I eventually succeeded in making contact, this standard of service is not tolerable—particularly for a vulnerable individual who depends on prompt and dependable access to healthcare. The current appointment access at this practice is unsatisfactory and has visibly declined over recent years. It is troubling that, despite considerable investment across general practice to enhance patient access and satisfaction, this practice appears to have taken no substantial steps to expand resources, improve capacity, or upgrade its processes. Patients requiring medical care—especially those who are older or in vulnerable circumstances—warrant considerably better than this.

Turned away at reception despite being asked to attend

I was instructed to provide a urine sample and deliver it before 11am. I arrived at 10.50 after considerable effort, only to be informed that due to staff absence, they were unable to accept additional samples at that time. I was given the option to take it to an alternative practice or return the following day. This was disappointing, as I had been asked to attend at that specific time. It felt frustrating that staff were unable to accommodate the request despite having asked me to come in, while I had made the effort to get there within the requested timeframe.

Long phone wait, no appointments available

An extremely disappointing visit to the practice. The telephone wait time was excessively long, extending well beyond what would be considered reasonable, only to ultimately be informed that no appointment slots were currently available.

Long wait times and poor communication

I had a very disappointing experience at this practice.

Long phone queue and dropped call frustration

I rang at 8 o'clock and was positioned 84th in the queue. Following an hour of waiting, my position had only progressed to 45th when the call was disconnected.

Long wait and told to rebook anyway

I attended my scheduled appointment but encountered delays upon arrival. The check-in system was not functioning properly, and the queue moved slowly as staff attended to other patients. When I was eventually seen, I was informed that I was considered late and would need to reschedule. Having arranged time off work for this visit, I found the experience frustrating. The overall service fell significantly short of my expectations.