Kingsway and Bramingham Medical Centre (Luton)

Terrible service and unprofessional medical practice

The staff's phone etiquette is abysmal, with receptionists displaying an appalling lack of professionalism and courtesy. After scheduling an appointment, they arbitrarily switch from in-person to telephone consultations and then dishonestly deny the original booking. The clinic consistently appears deserted, with consulting rooms sitting idle. This medical practice utterly fails to meet even the most basic standards of patient care and healthcare delivery.

Dangerous surgery causing extreme patient distress and harm

STEER CLEAR OF THIS SURGICAL PRACTICE IF YOU CARE ABOUT YOUR WELLBEING OR THAT OF YOUR FAMILY. Requesting repeat prescriptions is akin to herding cats, and that's the most diplomatic way I can describe it without risking review removal. Living with complex physical and mental health challenges that demand consistent, critical medication, I typically use their online ordering system. Despite submitting requests well in advance, it invariably takes multiple phone calls to prompt staff to perform their basic duties. Encountering anyone other than Pat and Jenny (the sole competent staff members) means enduring condescending interactions and potential accusations of dishonesty. This month's struggle involved sleeping tablets - crucial for managing chronic pain and PTSD-related intrusive thoughts preventing rest. After 7 days, 6 phone calls, and zero progress in medication authorization, I've been left sleepless. Anyone familiar with sleep deprivation understands its potential to destabilize mental health. Compounded with existing complex issues, this becomes an unnecessary, exhausting battle for survival. I'm writing this following a police-initiated psychiatric hold after a suicide attempt. Thankfully, I survived, sparing my loved ones unimaginable grief. But when daily existence is already a struggle, and your own medical practice refuses prescribed medication, how can one possibly persevere? Some might find this dramatic, but I challenge them to imagine themselves in such a situation. No one deserves this torment. To anyone considering registering with this practice: ABSOLUTELY NOT. You don't need this level of stress, anguish, and potential harm. I'm forced to award 1 star, though in truth, they deserve none whatsoever.

Worst medical experience ever terrible customer service

Absolutely appalling and substandard service at this medical practice - getting in touch with a receptionist during afternoon and evening hours was completely futile, and when I visited the surgery, it was clear the phone calls were deliberately being left unanswered. The reception staff were discourteous and unhelpful.

Shabana saved the day with exceptional service

I encountered difficulties accessing the NHS App and was directed to the medical practice. Shabana provided exceptional assistance and was incredibly helpful. She tackled every challenge effortlessly, resolving issues quickly and professionally. Her approach was friendly, accompanied by a warm demeanor and lighthearted attitude. While medical receptionists are often criticized, Shabana was truly outstanding, deserving top marks. Her service was nothing short of excellent, earning a perfect 5-star rating.

Exceptional care with compassion and quick scheduling

Absolutely the right decision. We transferred to this medical practice nearly half a decade ago based on recommendations, and those reviews were spot on. Whenever we contact them, even at the last minute, they manage to accommodate us. Shabana is incredibly resourceful and always finds a way to help, even when the schedule seems completely booked. Every time our family visits, we're greeted with genuine warmth and compassionate care. A sincere thanks to Shabana, Nurse Jenny, and Dr. Kazal for being truly outstanding healthcare professionals.

Friendly staff make booking a breeze

Consistently welcomed with warmth and the scheduling process is smooth and hassle-free

Consistently excellent service beyond my expectations

They've consistently demonstrated exceptional customer service and maintained a courteous demeanor throughout our interactions.

Amazing care from exceptional medical professionals

Dr Audi is truly exceptional in performing this surgical procedure, and Kainat stands out as an incredibly supportive and efficient receptionist. I want to express my gratitude to Kainat for her outstanding assistance and kindness throughout my experience, and to Dr Audi for being such an amazing and compassionate healthcare professional! :-)

Terrible customer service for expecting parents

I dialed the office right as they opened, and after waiting a frustrating 30 minutes, someone picked up only to immediately disconnect the call. I tried again, emphasizing the urgency since my wife is in her 22nd week of pregnancy, and endured an exasperating 67-minute hold before being abruptly cut off once more!!! 😡😡

Terrible clinic with zero patient care or compassion

If you're experiencing medical concerns, health issues, or have any health-related anxieties, steer clear of this facility. It's absolutely the most subpar medical center in Luton, with problems ranging from the front desk staff to the physicians themselves.

Mixed experience with mostly positive outcome

I'd typically rate this establishment around 2 stars and acknowledge the less-than-positive feedback circulating online. Their automated phone system is tremendously frustrating, and certain front desk staff could benefit from a refresher in customer service etiquette - though kudos to Jenny for standing out. As with most experiences, individual interactions can vary significantly. When my wife had been unwell for several days, she contacted the surgery early morning, initially tenth in the queue. After a 15-20 minute wait, she successfully arranged a telephone consultation for later that day. Dr Kazal called at 1 PM, conducted a swift assessment, prescribed antibiotics, which were ready at Sainsburys within half an hour. During these challenging times, this represents nearly exceptional service. Appreciation expressed.

Frustrating experience with impossible medical access

Getting in touch with this medical practice is an absolute ordeal, and even if you manage to connect, you'll quickly discover there are zero available time slots for consultations.

Horrible customer service ruins medical practice experience

The reception staff are incredibly disappointing, with only Jenny and a new employee showing any competence. The rest are utterly incompetent and desperately require comprehensive retraining. Their lack of basic logic is astounding. I've already wasted 30 minutes on hold, and it's completely ridiculous. Despite being unwell and needing a consultation, I'm consistently stonewalled in my attempts to make progress. They've sent messages instructing me to call about test results, yet making that call remains impossible. When I attempted to provide feedback to the practice manager a couple of years ago, they didn't even have the decency to respond—to either my email or my hand-delivered letter. The entire situation is absolutely unacceptable.

Frustrating diabetic check with poor communication

I attended my yearly diabetes appointment on October 4th, and they collected my blood samples as per routine. When I called on the 25th to inquire about the results, I was informed that I required an additional blood test. However, no one had communicated that this was an urgent test until I personally visited the clinic to schedule it. It appears they had received the initial test results after a week, but I was not notified until the 26th. Furthermore, they were unable to accommodate me for the follow-up test until the 27th due to a lack of available nursing staff.

Terrible service and zero communication from reception

I contacted the medical practice early in the morning and was scheduled for a telephone consultation for my wife. They requested her contact details, stating the doctor would call back. However, we waited until 8 pm with no communication. When I called the practice, they claimed my wife had no appointment and could offer no assistance, instructing me to call back the next morning at 8am. I'm completely baffled by the quality of their reception staff. I'm extremely frustrated, and someone needs to address their incompetence. This isn't an isolated incident. The reception team is thoroughly ineffective. I genuinely wonder what they're being compensated for.

Quick relief from vertigo with compassionate care

I experienced intense dizziness and was promptly contacted by a nurse the following day. They prescribed medication, and my symptoms were resolved within a short timeframe. The service was truly exceptional. The staff were incredibly compassionate and the entire process was streamlined and professional. I am extremely grateful.

Terrible service and unhelpful staff attitude

The front desk staff continue to display their characteristic discourtesy, which comes as no surprise. After carefully reviewing numerous complaints, it's clear that absolutely no improvements have been implemented.

Terrible receptionists overshadow great medical staff

The front desk staff consistently demonstrate poor interpersonal skills and a lack of basic customer service etiquette. In contrast, the medical professionals - nurses and doctors - are commendable. I believe the current average rating of 2.5 stars does not accurately reflect the quality of the healthcare providers, as the receptionists are significantly undermining the overall patient experience.

Excellent healthcare and welcoming medical team

After relocating to this neighborhood, we signed up with this general practice. I received my prescribed medications quickly and efficiently. Every staff member, from the front desk personnel to the nurse and physician, demonstrated exceptional helpfulness. We're thoroughly satisfied with our choice to register at this healthcare facility.

Terrible service wasted my time and money

Endured a fortnight's delay before securing an appointment, followed by an additional two-hour wait in the clinic. Absolutely no assistance or solutions were provided for my health concerns. I'm furious that I'm paying for such abysmal "care"! If anyone knows of a competent general practitioner in Luton, please reach out to me at [email protected]