Kensington Street Health Centre
Bad! (84 reviews)
Bad! (84 reviews)
Feedback across this file reveals a practice struggling with significant operational challenges that have substantially impacted patient access and experience. Telephone accessibility remains a critical issue, with patients reporting consistently busy lines, extended wait times, frequent disconnections, and unanswered calls that make booking appointments extremely difficult. Appointment availability is severely limited, with many patients unable to secure slots despite repeated attempts through both phone and online systems, leaving some to abandon efforts to access care. Reception staff interactions have been inconsistent, with some patients praising helpfulness and courtesy whilst others report dismissive, unwelcoming, or unprofessional conduct.
Service delivery appears disorganised, characterised by communication failures, unclear procedures, medication access delays, and inadequate responsiveness to patient needs. However, clinical care quality receives positive recognition from several patients who experienced attentive, skilled, and compassionate healthcare professionals. The practice also demonstrates strength in end-of-life support and continuity of care in specific circumstances. Overall, the practice faces substantial resource and operational constraints that are preventing timely access to services, creating frustration particularly among vulnerable and elderly patients who depend on reliable appointment availability.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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Feedback across this file reveals a practice struggling with significant operational challenges that have substantially impacted patient access and experience. Telephone accessibility remains a critical issue, with patients reporting consistently busy lines, extended wait times, frequent disconnections, and unanswered calls that make booking appointments extremely difficult. Appointment availability is severely limited, with many patients unable to secure slots despite repeated attempts through both phone and online systems, leaving some to abandon efforts to access care. Reception staff interactions have been inconsistent, with some patients praising helpfulness and courtesy whilst others report dismissive, unwelcoming, or unprofessional conduct.
Service delivery appears disorganised, characterised by communication failures, unclear procedures, medication access delays, and inadequate responsiveness to patient needs. However, clinical care quality receives positive recognition from several patients who experienced attentive, skilled, and compassionate healthcare professionals. The practice also demonstrates strength in end-of-life support and continuity of care in specific circumstances. Overall, the practice faces substantial resource and operational constraints that are preventing timely access to services, creating frustration particularly among vulnerable and elderly patients who depend on reliable appointment availability.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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Jodi C.
3 years ago
Bad!
Reception staff were unhelpful and dismissive
The reception staff were unwelcoming, and obtaining an appointment proved difficult. The practice appears to operate on an unequal basis, with some patients receiving preferential access while others struggle to be seen. This raises concerns about fairness and accessibility.
Farooq H.
3 years ago
Bad!
Long waits despite arriving on time
The service feels inadequate and disorganised. Even when arriving punctually, wait times can exceed an hour. The healthcare system appears to be struggling. Visiting the practice is a stressful experience. The staff interactions were unremarkable.
Nasser A.
3 years ago
Bad!
Repeatedly removed from patient list without missing appointments
I have been a long-standing patient at this practice for over 30 years, and I have experienced significant frustration with my care. I have been removed from the patient list on multiple occasions, with explanations citing system issues despite my consistent attendance at appointments. I have written to the practice management on several occasions requesting reinstatement, and while I have managed to be restored to the list three times, I have reached a point where I feel unable to continue. The practice has changed considerably, and the management approach now feels inconsistent and less patient-focused than it was previously. I have requested to meet with the practice manager but have found this difficult to arrange, which has left me questioning what the management priorities actually are. It appears that the focus may be on reducing the patient list rather than supporting existing patients. I would encourage the practice to remember that patients are fundamental to a surgery's existence and that the local community's trust and loyalty are essential. While I understand that practices must follow policies and procedures, from a patient perspective, it does not feel as though these are being applied with genuine care for individual circumstances. I would urge the practice to consider the impact of their decisions on patients and to reflect on how they treat those they serve.
Michalina Z.
3 years ago
Excellent!
Staff listened and took time with me
Excellent team, please continue with the great effort.