Kepier Medical Practice

Caring staff made me feel heard

My experience has been fantastic at this medical practice. I would like to give special recognition to the clinical staff members I saw. They were incredibly kind and caring towards me.

Always receives brilliant service here

I have been attending this medical practice for a considerable time and consistently experience excellent care.

Couldn't get through on the phone

A deeply disappointing experience with this practice.

Long phone queues, no appointments available

Called on three separate occasions earlier this week at the earliest available time, only to find myself waiting in a lengthy queue of many others before being informed that no appointments were available. This experience was quite frustrating.

Practice removed me without proper confirmation

I received a letter indicating that I would be removed from the practice register, with the explanation being that I had informed them of a house move outside their catchment area. However, this was not accurate—I had only enquired about the process should my housing application be approved. It appears the practice has proceeded with removal regardless, which I find to be handled poorly. I feel this situation has been managed in an unsatisfactory manner.

Couldn't get through on the phone

Completely unhelpful experience.

Friendly staff made booking straightforward and quick

Straightforward to get in touch. Quick scheduling of appointments. The team demonstrated professionalism and approachability throughout.

Friendly staff who really listen and help

Excellent practice with a welcoming team who are both approachable and well-informed.

Practice quality has declined without proper doctors

I previously held this practice in high esteem, but my recent experience has changed my perspective. It appears that medical staff availability may have shifted, and I was seen by a practitioner who seemed less experienced than I would have hoped. When I discussed my joint-related concerns, they appeared uncertain and anxious in their response.

Friendly reception and covid-safe environment

Courteous and welcoming service. Thoughtful approach to health and safety measures.

Supportive practice during challenging periods

Have been supportive during challenging periods.

Lectured for struggling to get an appointment

I attended another appointment where I felt I received a harsh response when I tried to explain the circumstances around my medication running out. Due to difficulty securing an appointment within a reasonable timeframe, I had to obtain medication from an alternative source. During the consultation, I was told that appointments should always be available at this practice, and when I expressed that this hadn't been my experience, I felt my account was questioned. The clinician also raised concerns about appointment demand, suggesting that many calls relate to minor ailments. I found this discussion during my own appointment to be unprofessional and felt my credibility was being challenged. I subsequently raised a formal complaint with the relevant health authority, who acknowledged my concerns and kept my case open for any future issues. I anticipate I may need to contact them again. I am not surprised that this practice has received poor ratings.

Helpful staff despite tricky appointment booking

I have consistently received outstanding service and support from both the clinical staff and administrative team at this practice. While securing appointments can sometimes present challenges, I have encountered similar difficulties at other medical facilities. I would gladly recommend this practice and its clinicians to anyone seeking healthcare services.

Dismissive approach when records weren't available

This practice does not demonstrate sufficient understanding of patients' needs. There are concerns about diagnostic approaches that may not fully consider available information, and instances where patients feel diminished by their interactions. When subsequent assessments by other healthcare providers contradict initial conclusions, there appears to be reluctance to acknowledge these discrepancies. It is understood that similar concerns have been raised by other patients, which may explain why formal complaints have been submitted.

Impossible to book an appointment here

Unconcerned with patient needs. Unhelpful service overall. Extremely difficult to secure appointments. Consistently disappointing visits.

Consistent care with the occasional blunt feedback

We have consistently received excellent care for both myself and my wife. There was just one occasion when we felt a bit frustrated, but we can laugh about it now.

Friendly reception made the visit pleasant

Quite satisfactory 🙂

Struggled to get an appointment and felt unheard

It is difficult to secure an available appointment slot at this practice, and the team appears to be stretched thin. When consultations do take place, there is a sense that concerns are not always fully heard or given adequate consideration.

Phone lines constantly busy and frustrating

I've been attempting to reach the practice by phone since early morning and have only just managed to get through after a considerable wait. I was informed that there are no available appointments remaining. I have been trying to secure an appointment since earlier in the week, and this is not the first occasion this has occurred. I do not make contact lightly, and this repeated difficulty is causing me serious concern about continuing with this practice.

Struggling to get through on the phone

The appointment system appears to offer either same-day slots or requires booking two weeks in advance. The practice opens at 8:30am and while it can be challenging to get through on the phone initially, once a connection is made, available appointments are often not forthcoming. This seems to be a recurring pattern rather than an isolated occurrence.