Kepier Medical Practice
Average! (25 reviews)
Average! (25 reviews)
Feedback reflects a mixed experience with significant challenges around appointment access and communication alongside positive comments about staff conduct. Appointment availability emerges as a persistent concern, with patients reporting difficulty securing slots either by phone or online, lengthy waiting times when contact is made, and a pattern of appointments becoming unavailable shortly after the practice opens. Telephone access presents a particular barrier, with callers experiencing busy lines and extended waits before reaching reception. When appointments are eventually obtained, some patients report long waiting periods before being seen.
Staff courtesy and professionalism receive consistent praise, with multiple patients describing the team as supportive, welcoming, and kind. However, this positive reception experience contrasts with concerns raised about the care experience itself. Some patients feel their concerns are not fully heard during consultations, and there are reports of communication difficulties during appointments. A small number of patients have raised formal complaints regarding how their concerns were addressed and the responsiveness to feedback.
The practice operates at high capacity, which appears to impact both access and the quality of individual consultations. While some patients report successful experiences and would recommend the service, others describe the booking system as frustrating and express concerns about organisation and management. The feedback suggests that appointment availability and communication during consultations represent the primary areas requiring attention.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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Monitor satisfaction trends
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Feedback reflects a mixed experience with significant challenges around appointment access and communication alongside positive comments about staff conduct. Appointment availability emerges as a persistent concern, with patients reporting difficulty securing slots either by phone or online, lengthy waiting times when contact is made, and a pattern of appointments becoming unavailable shortly after the practice opens. Telephone access presents a particular barrier, with callers experiencing busy lines and extended waits before reaching reception. When appointments are eventually obtained, some patients report long waiting periods before being seen.
Staff courtesy and professionalism receive consistent praise, with multiple patients describing the team as supportive, welcoming, and kind. However, this positive reception experience contrasts with concerns raised about the care experience itself. Some patients feel their concerns are not fully heard during consultations, and there are reports of communication difficulties during appointments. A small number of patients have raised formal complaints regarding how their concerns were addressed and the responsiveness to feedback.
The practice operates at high capacity, which appears to impact both access and the quality of individual consultations. While some patients report successful experiences and would recommend the service, others describe the booking system as frustrating and express concerns about organisation and management. The feedback suggests that appointment availability and communication during consultations represent the primary areas requiring attention.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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Russell L.
7 years ago
Bad!
Doctors don't listen and phone lines are impossible
I feel that practitioners at this surgery do not adequately listen to patients' concerns. I had a negative experience with one clinician and submitted a formal complaint, but felt the matter was not properly addressed. As a result, I escalated my complaint to the NHS ombudsman. The appointment booking system is extremely frustrating, as you must call at a specific early morning time to request an appointment, yet the lines are frequently busy and difficult to reach. When you do manage to get through, you are often informed of lengthy waiting times before being seen. Overall, I believe this practice is poorly managed and organised. I would not recommend this surgery to others and would advise people to consider alternative options.
Jackie M.
7 years ago
Great!
Online booking works better than calling
I consistently find the staff to be quite supportive, though the practice does operate at a high capacity. I've discovered that using the online booking system is more efficient than calling for same-day appointments, and I'm usually able to secure a slot when required.
Minda S.
8 years ago
Bad!
Impossible to book appointments by phone
It is difficult to reach the practice by telephone during opening hours, and when contact is eventually made an hour later, there are no available appointments. This leaves patients with no option but to use walk-in centres instead. The situation is very disappointing.
Lee R.
9 years ago
Great!
Busy practice with genuinely helpful staff
The practice was quite hectic, though the staff were genuinely supportive and accommodating.
Gary T.
10 years ago
Bad!
Impossible to book same day appointments here
The appointment system operates on either same-day availability or requires two weeks advance notice. The practice opens at 8:30 but appointments become unavailable within five minutes. This appears to be a recurring pattern rather than an isolated incident. The experience suggests caution when attempting to book.