Kensington Street Health Centre

Practice didn't listen to my concerns

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Reception staff dismissive when raising technical issue

Attended for a blood test on Wednesday. After two years, I noticed the check-in screen appeared to be functioning, so I attempted to use it to register my arrival. A message displayed indicating I could not be checked in and should proceed to reception. The receptionist I spoke with seemed unfamiliar to me, possibly new to the role. Upon being registered, I politely enquired whether the check-in monitor was experiencing issues. The response I received was delivered in what I perceived as a curt and dismissive tone, stating that the monitors were working. I was taken aback by this response. When I explained that the system had prevented me from signing in and directed me to reception, there was no acknowledgement or offer to investigate the matter further. The lack of engagement was disappointing. However, the clinical staff member who performed the procedure was pleasant and courteous, even offering an apology regarding the earlier interaction, which I appreciated and influenced my overall rating positively.

Frustrated by new booking system and lack of support

What on earth is this new system and why am I being required to use it? I've been attending this practice for many years. I recall the service being considerably better previously. It seems odd that the practice continues to accept new patients regularly when they appear unable to adequately manage their existing patient list. There appears to be insufficient support available for those with mental health needs. I'm considering taking action to express my concerns as I'm dissatisfied with the current level of service. It feels as though the focus has shifted away from patient care towards other priorities.

Long waiting times for routine blood tests

I found this to be an unsafe environment with staff who seemed uncaring and indifferent. Regardless of a patient's age or the seriousness of their health concerns, the necessary care does not appear to be prioritised appropriately. I have experienced significant losses that I believe were connected to the care provided, and I am troubled by how the practice continues to operate. When I requested a diagnostic test, I was given an extended waiting period. I feel this service falls well short of acceptable standards.

Long waits and unreliable phone system

The service experience was disappointing, with extended waiting periods and difficulties with the telephone callback system.

Impossible to reach by phone

Attempting to contact the practice by telephone proves extremely challenging, with extended wait times making it nearly impossible to reach someone on the other end of the line.

Calls keep dropping off during booking attempts

This GP practice has been extremely frustrating to deal with. Attempting to reach someone by phone proves to be a lengthy process, with multiple call attempts needed before successfully connecting with staff. Even after managing to get through, the call connection can unexpectedly drop. When finally able to speak with someone after considerable persistence, the response is typically that no appointments are available for the following day, and same-day slots have already been filled.

Appointment times weren't what they said

This practice has not met my expectations. Appointments are scheduled but patients are called in significantly earlier than their allocated time.

Couldn't get an appointment when needed

It's difficult to secure an appointment with a healthcare provider at this practice.

Impossible to reach by phone

Extremely difficult to reach by telephone and unable to get through when attempting to contact the practice. Would rate lower if the system allowed it.

Staff were dismissive during phone call

The telephone staff were unhelpful and discourteous. I waited for an extended period without receiving an appointment, which was disappointing. The interaction left me feeling frustrated by the manner in which I was treated.

Reception refused urgent prescription request until later

I had a deeply negative experience with this practice. I am concerned about the care provided to families. A relative attended the reception as they were unable to order their medication by telephone. Despite attending in person and expressing that they were experiencing breathing difficulties, they were informed they would need to wait several hours before their prescription could be processed. The relative returned home and subsequently became unwell. Emergency services were called and the individual was taken to hospital. The paramedics expressed concern about the circumstances surrounding the delayed prescription access. I feel the practice's approach to urgent medication requests fell significantly short of what should be expected. I would encourage others to carefully consider their choice of provider, as I believe there are serious concerns about how urgent requests are handled.

Phone lines impossible to get through on

I have been attempting to reach the practice by telephone for several consecutive days during morning hours without receiving a response. This morning I waited on hold for an extended period without anyone answering my call. I am in need of a medical appointment and am very disappointed with the level of service received. I am considering escalating this matter further.

Online appointment slots never seem available here

This has been the most frustrating GP practice experience I have had. Obtaining an appointment here seems nearly impossible compared to other healthcare providers I have used. The online booking system consistently shows no available slots. The telephone line is perpetually engaged when attempting to call. The practice does not appear suitable for younger patients. I have been attempting to secure an appointment for my child for considerably longer than a week without success. It feels concerning that parents are unable to access timely appointments, as this creates barriers to providing appropriate care for our children. I would rate this experience far more negatively if the rating system allowed it.

Phone lines constantly busy and unreachable

The practice has significant issues with telephone accessibility and service quality. It is extremely difficult to book appointments by phone, as the lines are consistently busy throughout the morning hours. Despite repeated attempts to contact the surgery, calls go unanswered. The practice appears indifferent to patient needs and seems to prioritise government funding over delivering adequate care and responsiveness to those trying to reach them.

Prescriptions delayed without explanation or notice

Is anyone else experiencing issues at this GP surgery where prescriptions are not being issued and no explanation is provided, leaving you without necessary medications for extended periods? If you have had a similar experience, please feel free to respond to this message.

Helpful staff who really listen

The staff at this practice are genuinely kind and provide excellent support to their patients.

Long waits despite having booked appointment

Why offer appointment slots if medical staff are unable to adhere to scheduled times, leaving patients waiting significantly beyond their allocated slot? It seems inconsistent that patients face refusal for minor delays while experiencing substantial waits themselves. The service at this practice feels frustrating and unfairly applied.

Phone queues disconnect before you get through

The telephone service is frequently unavailable, and when calls do connect after extended waiting periods, callers are placed in a queue only to be disconnected before reaching someone. This creates a frustrating experience when trying to get through.

Compassionate care that went beyond expectations

Was incredibly supportive throughout the care period, with regular home visits offered simply to check in. Following the patient's passing, the practice reached out to see how I was managing and whether any additional support could be provided.