Kingston Health (Hull)

Surgery closed when you need it most

I would give a lower rating if possible. This practice has significant issues. Appointment availability is very limited and the surgery continues to operate under restrictions that feel outdated. The clinical staff have not been responsive to my needs, and I frequently encounter closure messages when attempting to contact the surgery during what should be standard working hours, which is a recurring problem.

Reception staff talked over us repeatedly

The service we received was extremely disappointing. The receptionist displayed an unhelpful attitude and seemed eager to end our interaction. Communication over the phone was difficult, as we were interrupted while attempting to explain our concerns. We then visited the surgery in person to discuss the matter further, but encountered the same dismissive approach. The staff member appeared unwilling to engage constructively. We have subsequently had to take steps to resolve an issue that originated from the practice, which resulted in a significant gap in essential medication provision. The dismissive demeanor we experienced throughout was frustrating, and we feel this level of service falls short of what should be expected from a healthcare provider.

Phone queues frustrating but doctor makes it worthwhile

I have been waiting on the phone for approximately ten minutes attempting to reach the practice. The reception staff came across as unwelcoming and dismissive. I have been registered with this practice for three decades since childhood. The primary reason I have remained with the practice is due to one particular clinician who has consistently been my doctor and the only one I feel comfortable consulting.

Impossible to book appointments by phone

The appointment booking system is extremely difficult to access. It requires persistent phone attempts each morning and lengthy waiting times on calls, only to frequently find that no availability remains.

Helpful reception but slow prescription processing

I had to wait a considerable amount of time for my elderly relative's medication to be processed, despite it being marked as a priority matter. The prescription came from a specialist, though the reception staff were genuinely supportive throughout the process. The delay appeared to stem from the GP practice itself rather than the administrative team.

Staff went the extra mile for my mum

Thank you to the lovely staff and healthcare professional for looking after my family member. Much appreciated, nothing was any trouble, most humbling and kind.

Practice failed to follow up on medication reviews

I had a very negative experience with this GP practice. A family member was previously registered there, and I recall an instance where a condition was diagnosed over the phone in a way that the family felt was inaccurate, and the practice did not arrange an in-person appointment to reassess. On another occasion, a medication review was significantly overdue, and the practice did not proactively contact the patient; this resulted in the family member continuing medication that may not have been necessary for an extended period. I found some of the clinical staff to be abrupt and dismissive during interactions. Tragically, another family member passed away while under the care of this practice; they had a leg infection that I felt was not given appropriate clinical attention, and I believe this contributed to their death. I am relieved not to be a patient at this practice.

Reception staff were dismissive and unhelpful

The service at this practice was disappointing, with poor customer service standards. The reception staff were unhelpful and discourteous, and the clinical team should be more considerate and respectful when discussing health-related matters with patients.

Long phone queue, no appointments available

This surgery was extremely disappointing. I rang shortly before 8am and found myself seventh in the queue, only to be informed by the receptionist that all appointments had already been allocated by the time I reached them. I am now considering registering with a different practice.

Impossible to book appointments here

Frustrating and disappointing service! Booking an appointment proves to be extremely difficult. After attempting for more than a week, the only response received is "No appointments available. Please try calling again tomorrow morning at 8 am". Even requesting an appointment several days in advance results in the same reply. We attended an alternative walk-in centre and were seen by a healthcare professional within 20 minutes. The practice now needs to provide a hospital referral, but obtaining this seems problematic given the inability to reach a clinician at this surgery. The initial registration process was lengthy, and as a result, we have decided to transfer our entire family to a different practice.

Reception staff made me feel welcome

The reception team were nothing but helpful and lovely.

Phone queue fills up within minutes

The practice has not met my expectations. Several weeks ago I attended an appointment, and when I called on a recent Monday morning at 8am, all available slots had already been allocated by 8:15, despite being relatively early in the queue. I attempted to use the online booking system this evening, which is supposed to provide a response within a few days, but I found it was not functioning at that time.

Reception staff helpful but prescription order went wrong

I normally have great respect for the reception team at the medical centre in Hull. On a recent weekday, I reordered my repeat prescription as usual, which consists of several items I have been taking for many years. As normal, I waited a couple of days before collecting it from the pharmacy. When I picked up my prescription, I discovered that one of my regular medications was missing. I was told by the pharmacy staff that this item was not included on my prescription. This was concerning as it is not advisable to suddenly stop taking this particular medication without medical guidance. The pharmacy staff did not seem aware of this issue. I had to contact the out-of-hours service to request an emergency prescription, which took considerable time to arrange, and the situation is still being resolved. I find this level of oversight very frustrating, particularly given the importance of the medication involved. The situation has caused me significant stress and worry. I am disappointed that this happened.

Prescription window closed just after noon cutoff

I attempted to renew my medications online and found that everything required a review, so I called the surgery shortly after midday. The automated message indicated that prescriptions are processed during specific windows in the morning and afternoon. When I eventually reached a receptionist, I was informed that I had missed the cutoff time by a few minutes and would need to call back later in the day. I had explained that I had just tried the online system and contacted them promptly once I realised a review was necessary. It seems there could be more flexibility around these appointment windows, as many people may struggle to make calls during the fixed times that work for the practice's schedule.

Poor email responses and slow record requests

I have not received responses to my email communications. I submitted a request for my medical records and remain waiting several weeks later. The follow-up care has been inadequate. I have experienced an unhelpful approach to my care needs and have decided to switch to a different practice.

Receptionist helpfulness makes a real difference

The service has improved since my previous visit. The reception staff are pleasant, courteous, and provide good assistance.

Receptionists made us feel genuinely welcome

My family and I have been registered at this practice for several years now and I'm really pleased we made the move. The reception team are wonderful, displaying genuine kindness and courtesy, and they're a real asset to the surgery. I've encountered one staff member who wasn't particularly pleasant, but all the other clinicians have been excellent and clearly know what they're doing. Given that this service is provided free of charge through the NHS, I believe this surgery delivers outstanding care.

Reception staff need better training and manners

I have been attending this surgery for a considerable time, however the current service and standard of care has deteriorated significantly. I have received telephone communications regarding items to collect from a pharmacy that were not actually available. My trust in this surgery has been completely undermined. I am actively seeking alternative healthcare provision. I would prefer not to continue my association with them. The practice appears disconnected from patient needs and expectations. The reception team would benefit from additional training in professional communication and customer service skills.

Rushed appointment with little patience shown

The medical staff appeared dismissive and rushed through appointments without demonstrating genuine concern, which came across as lacking in professionalism.

Prescription line hours make no practical sense

It appears there is a dedicated line for prescription requests that operates within a very limited time window each day. This line shares the same number as the main reception desk. I found this arrangement to be quite unusual compared to other practices I have used previously.