Kingswood Surgery

Reception staff seemed distracted and dismissive

Attended an appointment with a family member. The clinician was patient, clear and understanding. However, I'm giving 3 stars because the reception staff member seemed disengaged and dismissive, appearing more focused on conversation with a colleague. I recognise that reception work can be challenging, but when a patient approaches with courtesy and friendliness, basic courtesy such as eye contact and a brief acknowledgement of their presence would be appreciated. Small gestures like this can genuinely impact someone's experience of their visit.

Reception staff were dismissive and unhelpful

The receptionist's manner during my visit felt unnecessarily hostile and unwelcoming. I subsequently experienced concerns regarding communication about my test outcomes, along with what I perceived as inadequate attention to the symptoms I described. There appeared to be inconsistencies in how my medical information was documented. I was also disappointed by the refusal to provide medication I felt I needed, without clear reasoning being offered. The overall handling of my records and care seemed informal and fell short of the standards I would expect for patient safety. I have reservations about the level of professional competence demonstrated during my interactions with the practice.

Online booking system needs serious improvement

This surgery presents considerable difficulties in accessing care. The online appointment system is overly complicated and appears to have implementation issues. Requesting a triage assessment results in receiving a booking link, but it frequently indicates no available slots. Attempting to resolve this by telephone results in staff assurances of a callback that often fail to materialise. The practice appears to be significantly stretched in terms of capacity.

New patients need clearer car park signage

The practice should make clearer information available to new patients regarding the private car park arrangements. This could be done through their website, at the reception desk, and with visible notices in the waiting area. The information should explain that new patients are required to register their vehicles, and that parking for longer than five minutes without doing so may result in a fine, with no option for appeal given the private car park status. Better signposting would help prevent confusion. As a new patient, I was unaware of these requirements and inadvertently stayed longer than permitted without registering my vehicle. When I enquired about the situation at reception, I was not given advance warning of the consequences. The matter could not be reconsidered, and I was told it was my responsibility to have been aware of the rules based on existing signage.

Felt listened to and well supported

Have been looked after really well by the clinical team. Also had a physiotherapy appointment with a therapist who was very professional, helpful and friendly.

Friendly team who actually listen to you

I have been a patient at this practice for a considerable time and am very satisfied with my choice to remain here. The medical professionals are excellent and create an environment where you can communicate openly without feeling rushed or pressured.

Parking fine issued despite asking for help

AVOID!!!! I parked in the patient carpark and received a £100 fine!!! There is cctv footage of me in the surgery asking for assistance with the online registration form (the only available method to register). When I requested that the fine be reconsidered, a member of staff indicated this would not be possible as I did not have a scheduled appointment. Poor initial experience. £100 is a significant amount of money. I found this frustrating. The staff member mentioned there are multiple signs, and the signage does indicate patient parking only. 😒 I'm uncertain what led to this fine being issued. This situation has been quite upsetting 😫

Reception staff were helpful and reliable

The front desk team are supportive and dependable; the healthcare provided has been of a high standard throughout.

Waiting weeks for death certificate despite daily chasing

Following up on feedback from two years prior, it appears the practice has not implemented changes based on previous comments. Following a recent bereavement in our family, we are still awaiting the issuance of the necessary documentation, which has added to an already difficult time. We understand there are statutory timeframes for this process, and we feel these have not been met despite our repeated attempts to follow up. Each time we have contacted the practice, we have been assured that the matter would be investigated and we would receive a response, however these promised callbacks have not materialised and we have been informed that no progress has been made. This situation has been particularly frustrating during a period of grief.

Helpful team who actually listen

The staff members are excellent and very supportive.

Reception staff were genuinely helpful and polite

The reception team consistently demonstrates helpfulness and courtesy.

Communication failures left me chasing basic care

I recognise the surgery has faced considerable challenges in recent times, but I feel the standard of care has declined noticeably. My daughter's medication management has been affected, and whilst I'm grateful it's not for a critical condition, it's still concerning. I submitted a request for blood tests and after waiting considerably longer than expected, I had to contact the surgery to follow up, only to discover the request hadn't been forwarded to the clinical team. I then arranged an appointment for the tests to be carried out, but when I attended, I was informed the necessary forms hadn't been prepared. Given that I have limited availability during the week, this has resulted in the tests now needing to be done elsewhere. It shouldn't be necessary for patients to repeatedly chase their own care to ensure things progress. My confidence in the surgery has been significantly affected, and I'm considering registering elsewhere once my test results are complete.

Reception staff made booking straightforward and easy

The medical team at this practice has been wonderful for me and my family over many years. The reception staff provide excellent service, and the clinical staff who perform blood tests are particularly skilled at their work. This practice is a valuable resource for the local community. I am very grateful for the care received.

Thirteen day wait for death certificate delayed funeral

A deeply unsatisfactory experience. Following a sudden loss at home over a weekend, we expected to see the regular healthcare provider who had an established relationship with the patient. Instead, we faced an exceptionally lengthy delay of thirteen days before receiving the necessary documentation to proceed with death registration. The legal requirement to register a death within five days appeared not to apply in this instance, seemingly due to staff availability. This prolonged delay significantly impacted funeral arrangements, which took place nearly a month after the death. This situation was extremely frustrating and fell well short of expectations.

Helpful staff who actually listen

Consistently demonstrates helpfulness and a good level of expertise.