Kensington Street Health Centre

Online prescription system doesn't work properly

I have been attempting to request repeat medications through the online system for quite some time. Today I tried again without success, so I contacted the practice by phone. I was informed that I would need to visit the surgery in person to place this order. I am puzzled by the purpose of having online access if I am ultimately required to attend the surgery to submit requests. I would appreciate clarification regarding this change in procedure.

Phone lines constantly busy and impossible to reach

Extremely disappointing. I attempted to schedule an appointment for my mother over several consecutive days. The telephone lines remained consistently busy throughout extended operating hours. Despite numerous attempts to reach the practice, I was unable to get through. This experience is frustrating, and I feel the service falls short of expectations. I am considering transferring my mother's care to a different practice that may offer better accessibility. If possible, I would rate this experience very poorly.

Reception staff unhelpful when visiting in person

This practice has been very disappointing. Attempting to contact them by phone has been extremely difficult, with numerous call attempts going unanswered over several weeks. The reception staff have come across as unhelpful and dismissive when visiting in person to request an appointment. The online booking system does not appear to be functional. The overall experience has been frustrating and the service requires significant improvement.

Couldn't get through on the phone line

I have been experiencing significant throat discomfort for over a week. I have attempted various remedies recommended by pharmacy staff, but have not found relief. My voice has been affected as a result. When I tried to arrange a consultation with my general practice, I encountered persistent difficulties reaching them by telephone despite multiple attempts over an extended period, with the line consistently unavailable. I am uncertain about the best course of action moving forward and would appreciate guidance on how to proceed.

Struggling to book appointments and get clarity

It is consistently difficult to secure an appointment at this practice, and availability slots remain limited. When appointments are scheduled, there is often a lack of clarity regarding cancellations or the reasons behind them, and it is frequently unclear whether consultations will be conducted in person or by telephone.

Online booking system unreliable and frustrating

I have been unable to secure an appointment at the practice, either by telephone or through the online booking system. The online service is intended to be continuously available for patients to describe their symptoms and have their cases assessed accordingly, yet it appears to only be operational intermittently, which is frustrating. Today I received a message from someone in the administrative team enquiring about my symptoms, but I was not provided with a way to respond. Should my situation deteriorate, I am concerned I will have no choice but to attend the emergency department and face a lengthy wait.

Impossible to book appointments through phone queue

I have experienced significant difficulty obtaining appointments for myself and my family member. On a recent occasion, I waited considerably long to reach the practice only to be informed that no appointments were available and I would need to attempt booking the following day. I have largely stopped attempting to secure appointments for my own healthcare needs as a result, though this leaves me concerned about unaddressed health matters. When it comes to arranging care for my family member, I feel particularly frustrated and powerless. I also attempted to arrange life insurance, but the process became problematic when the practice failed to respond to correspondence, which ultimately led to the insurance provider withdrawing from the process.

Reception staff were unhelpful and dismissive

The standards of care fell significantly short of expectations. The team appeared unmotivated and disengaged. The practice struggled to deliver adequate patient support. There were concerns about the quality and attentiveness of service delivery throughout the surgery.

Doctor made my brother feel unwelcome and mocked

My teenage brother attended an appointment today at a local medical practice, and afterwards expressed feeling upset about how he was treated during the consultation. He felt that the healthcare professional's manner towards him was unkind and that his way of communicating was not met with respect. I was disappointed by what I perceived as a lack of professionalism in the interaction. It would be reasonable to expect that young patients are treated with courtesy and consideration during their visits.

Reception staff were dismissive and unhelpful

I have reluctantly awarded one star, as I would have preferred to give none. This medical centre represents the poorest standard of care I have encountered in my area, if not the wider region. The front desk staff in particular demonstrated a dismissive attitude and appeared unwilling to assist.

Reception didn't listen to what I needed

I recently attended an appointment at a local medical centre. Unfortunately, the experience fell significantly short of my expectations. The healthcare professional appeared dismissive of my concerns and showed little engagement with my situation. When I attempted to describe my symptoms, the response I received was unclear to me. Subsequently, I was informed that a translator would be necessary, and the appointment was concluded. I felt disrespected and overlooked throughout the interaction. I would hope that other patients do not encounter similar experiences when seeking medical support.

Felt at ease discussing an embarrassing problem

I recently attended my appointment at the practice and received excellent care. The clinician I saw was particularly skilled at making me feel comfortable about a sensitive health concern, provided clear explanations throughout, and I have no complaints about the service provided.

Reception staff dismissive and unhelpful with basic requests

I am deeply disappointed with the significant decline in standards at this practice and found the reception experience to be unprofessional and disrespectful. I intend to escalate my concerns further. The service provided fell short of professional expectations. During my visit, I observed the receptionist calling the next patient in a manner that seemed unclear, and subsequently engaging in conversation with another patient about their medical sample from across the desk, which left the patient appearing uncertain about what was happening. When I approached to request an NHS number that I had previously phoned about, I was told to attend in person to collect this information. Upon arrival, I was initially informed it could not be provided, and was then asked for identification. While holding my phone and speaking about my child's appearance, when I requested my phone back, I was told not to worry as it would be returned. After explaining that I needed the number due to relocating and requiring it for registering with a new practice, the receptionist suggested this was the right course of action. Despite having never met this member of staff before, and having been registered at the practice for a considerable time, I expressed my concern about the unprofessional manner in which I had been treated. Rather than assisting, the receptionist appeared to want to argue the point, and ultimately provided a piece of paper with an incorrect NHS number. I feel this matter warrants further investigation, as patients attending a healthcare facility should expect to receive professional support and to be treated in a respectful environment.

Wrong phone number listed online

I had a frustrating experience trying to contact the practice. After spending considerable time on a phone call using the number displayed online, I was informed that I had reached the wrong location. It would be helpful if the correct contact details were more clearly displayed to avoid this confusion in future.

Long wait times and poor communication

I found the experience to be deeply disappointing and frustrating. I question the value of the service provided given what I contribute through my taxes.

Receptionist went extra mile with appointment booking

I attended an appointment this morning for a routine vaccination and took the opportunity to inquire about scheduling a health assessment. The receptionist was exceptionally helpful and went above and beyond to accommodate my request, arranging a suitable date that worked around my circumstances, as previous scheduling attempts had been unsuccessful. I'm very grateful for the assistance provided and apologise that I didn't catch the staff member's name. This level of service genuinely brightened my day.

Couldn't get through on the phone

I found the experience to be deeply disappointing and distressing, leaving me struggling to articulate my concerns adequately.

Practice receptionist attitude needs improvement

I have submitted a formal complaint to the Ombudsman Service regarding the quality of service at this practice. I experienced unhelpful attitudes from reception staff and found the management approach to be unsatisfactory and unprofessional.

Long-term patient valued by caring reception team

I have been a patient at this practice for over a decade and have consistently found both the reception staff and clinical team to be among the most professional and helpful I have encountered.

Felt truly listened to during appointment

The healthcare professional I saw was very humble and kind, and demonstrated excellent listening skills when addressing my concerns. I felt thoroughly satisfied with the care I received and would be happy to recommend this practice to others. Thank you.