King Street Medical Centre

Friendly reception staff sorted long-standing issues

Thank you to the reception staff today for assisting with the ongoing matters concerning my family member - these issues have persisted for some time and I cannot express enough gratitude for the swift support and assistance provided. This was my first visit to this medical centre and I was pleasantly surprised by the warm welcome I received from the team. They are clearly doing excellent work. I would recommend this practice to others.

Online booking ignored availability preferences given

I'm very disappointed with the service I received. I submitted an online consultation request today for my child, and I made it clear what times would work for me to attend an appointment. However, the appointment was scheduled at a time that didn't match what I'd indicated as available. It seems odd to ask for my availability preferences if they weren't going to be taken into consideration. When I explained that the scheduled time wouldn't work for me, I asked whether an earlier slot or a Friday appointment might be possible. Rather than exploring alternative options, the practice cancelled the appointment and suggested I visit a walk-in centre instead. If I felt my child required urgent care, I would have already gone to one. I reached out to the surgery specifically because I wanted my child to be assessed by their regular GP, not to be redirected elsewhere. My experience suggests this practice doesn't prioritise actually meeting patients' needs. There appears to be little willingness to adapt, think practically, or show understanding of the challenges faced by working parents and their children. I found this approach very frustrating and feel my time was wasted.

Receptionists made my husband feel genuinely welcomed

My husband mentioned today that he finds the reception staff at this surgery to be exceptionally pleasant and friendly. I decided to share this feedback because I recognise that their role can be quite demanding. Additionally, based on my own visits, the clinical staff have also demonstrated genuine thoughtfulness alongside their professional approach.

Online system caused three week appointment delays

If I could give minus stars, I would. The standard of care and service from this practice has been extremely poor. Since the introduction of the online consultation system, patients were told it would improve access to appointments and reduce waiting times, as well as ease the difficulty of getting through by phone each morning. Unfortunately, this has not reflected my own experience. I submitted an online consultation form and was only informed that my request had been reviewed and that an appointment would be scheduled when one became available. When I eventually received an appointment date — three weeks after submitting my initial consultation — I received multiple reminder messages, only to arrive at the surgery and learn the appointment had been cancelled. This level of delay and lack of organisation is unacceptable, particularly given my symptoms and the fact that I have been expressing these concerns for over two years. Throughout this period, I have been given various medications, including antidepressants, without a confirmed diagnosis or any thorough investigation into what might be causing my condition. This approach has left me feeling overlooked and let down. I have now requested to transfer to another GP practice as the care I have received has fallen significantly short of what I would expect. However, I believe it is important that this feedback is shared so the practice can review its processes, particularly around how consultations are assessed, how information is communicated, and how ongoing health concerns are managed. I would strongly recommend that anyone considering this practice explore other options.

Impossible to book an appointment here

This practice has significant capacity issues that need addressing. While some of the clinical staff are excellent, they are difficult to reach. I'm concerned by the number of responses to reviews that don't actually address appointment request problems. I would appreciate being able to secure an appointment.

Practice dismissed concerns without proper assessment

This practice has been disappointing. The standard of care feels inadequate, and it is difficult to get appointments. On multiple occasions when seeking help for a family member's serious infection, I was simply directed to the chemist rather than receiving proper medical assessment. However, a chemist is not equipped to provide the level of treatment that was needed in this situation.

Reception staff unhelpful with address change request

Attempted to update residential details in May. Was informed that documentation would be required to verify the new location. Found this requirement frustrating. Returned in September as the NHS correspondence continued to be sent to the previous address, indicating the change had not been processed. Experienced what felt like unhelpful interactions with reception staff. Felt that the standard of customer service fell short of what would be expected from most organisations. After providing the necessary documentation, still awaiting confirmation that the address has been updated. While understanding the stated reason for requiring proof relates to emergency contact purposes, felt this would not be the preferred point of contact in an actual emergency situation.

Prompt website responses and helpful staff

I wanted to take the opportunity to praise the entire team at this practice, including clinical, administrative, and nursing staff. I consistently receive timely responses to my enquiries through their online portal, and I maintain regular communication with the team via text messaging. The staff members are consistently helpful and polite in all their interactions. I'm very grateful for the excellent service I receive.

Thorough appointment with clear explanations given

I recently attended an appointment and was impressed by how thorough and professional the healthcare provider was during the consultation. Everything was explained to me in considerable detail and my questions were answered comprehensively. I would like to thank the practice for delivering a first-class service.

Rushed appointment ignored my medical history

I had a very negative experience at this practice. When I attended with concerning symptoms, the examination felt rushed and inadequate. I was subsequently prescribed medication that conflicted with my existing health conditions, which I had expected the practice to be aware of. This oversight was particularly troubling given the seriousness of my presentation. I cannot recommend this practice for medical care.

Staff were dismissive and unhelpful throughout

I would rate this practice much lower if possible. The team members were unhelpful and displayed poor attitudes. The service fell significantly short of acceptable standards.

Friendly reception staff made booking straightforward

This is a follow-up to a previous review submitted last September. I have attended the practice several times since then and have continued to receive excellent care with no issues encountered with any of the staff members. I remain puzzled by the negative feedback this practice receives from some patients, as I believe people should appreciate having access to a medical practice of this quality. As I mentioned in my earlier review, some of the criticism seems unreasonable. I will provide another update in due course, and hopefully by then more patients will come to recognise the value of the service provided here. Thank you.

Online consultation response felt dismissive and delayed

I was dissatisfied with the service I received. I submitted an online consultation about a recent injury and requested guidance on managing the associated discomfort. The response took considerable time to arrive, and when it did, I was simply directed to seek care elsewhere due to holiday scheduling, with a suggestion to visit an urgent care centre if my situation hadn't improved. This mirrors my experience at my previous practice, where I felt redirected rather than properly supported. I believe this approach places unnecessary burden on other healthcare services. The overall system feels ineffective. As a result, I will be spending my time away dealing with my issue without the support I had hoped for.

Missed callbacks and delayed appointment responses

Disappointing experience overall. I have been dealing with multiple health concerns and was expecting a callback from a clinician today, which did not materialise. Additionally, I am still waiting to arrange an appointment regarding another matter and was told I would receive contact within a few days, but this has not occurred. The lack of follow-through on these commitments is frustrating and the service falls well short of expectations.

Results not communicated properly to patient

If I could give zero stars I would. This surgery is completely unsatisfactory. When abnormal test results or imaging come back, there appears to be little follow-up action taken. I was not informed about a spinal finding until I reviewed my own results myself, despite being told everything was normal. I found this approach to be very concerning. I am surprised the practice continues to operate.

Reception staff were dismissive during phone call

My partner is a patient at this surgery. I have found the reception staff to be unwelcoming on occasions. My partner is currently managing a spinal condition and relies on this practice for pain management support while awaiting specialist assessment. My partner is experiencing significant discomfort and anxiety, and I recently called on their behalf. I felt the interaction was handled poorly, and I was taken aback by the tone of the response I received. I have requested details about how to obtain a record of the call and would encourage others to keep documentation of their interactions with the practice as a safeguard. We attended the local hospital emergency department on a holiday and encountered some very professional staff there, which made me reflect on the variable quality of service we experience elsewhere. I now feel apprehensive about making further contact with the practice, concerned about how future calls might be received. It is disappointing that an organisation tasked with supporting our healthcare needs has left me with this impression. That said, I should note that the clinical staff have consistently provided good care during our visits, and both my partner and our young child have been treated well by them during previous appointments.

Fast appointments but reception feels clinical

Regarding my young child, the practice has been excellent at arranging prompt appointments. When I've messaged requesting one, they typically respond via call or text within a short timeframe with availability. A potential enhancement might be to include some child-oriented items in the waiting area, though I appreciate there may be valid reasons for the current setup, such as cleanliness considerations. Perhaps displaying something child-appropriate on one of the reception televisions could help. Otherwise, the environment does feel somewhat sterile and potentially intimidating for younger patients.

Staff were helpful and easy to work with

I have consistently had a positive experience at this medical practice and have never encountered any issues. The staff have always been helpful and professional. I feel fortunate to have access to healthcare services, as I recognise that not everyone is in this position. My interactions with all members of the team have been satisfactory throughout my time as a patient.

Staff listened and helped me through difficulties

I have consistently found the team to be supportive and willing to help where possible. The healthcare professionals I have consulted with have been comprehensive in their approach and have taken my concerns seriously. I particularly appreciate the assistance I have received during a challenging period with my wellbeing. Thank you to everyone involved.

Quick form triage and same-day appointment

My latest visit to the practice was very positive. I completed a form that was assessed promptly by the available clinician, and I received an in-person appointment on the same day. The healthcare professional I saw was warm and supportive, and the reception staff member was welcoming and easy to talk to. I was very satisfied with the overall experience.