Kingswood Surgery

Terrible service that wastes your precious time

Completely ineffective communication setup where you endure lengthy hold times just to reach the front of the queue, only to discover that when you finally get there, the receptionist is unresponsive and the phone continues ringing endlessly with no resolution in sight. This level of service is utterly intolerable!!!

Compassionate care despite long wait times

Despite the numerous negative comments, I can genuinely say that the medical team and facility have completely fulfilled and even exceeded my expectations, providing exceptional support to my family during challenging circumstances. While phone wait times can be lengthy, it's understandable given the limited number of staff available to handle incoming calls. My appreciation goes out to them.

Frustrating service with endless wait times

Impossible to secure a full-time position while scheduling an appointment. Their operational systems are completely dysfunctional, leaving you with no alternative but to endure endless phone hold times, ultimately being informed that available slots have been exhausted.

Terrible medical experience with unhelpful staff

Absolute nightmare of a surgical experience Scheduling an appointment is nearly impossible, and the on-call staff consistently drops or ignores incoming calls

Decent product with room for improvement

Adequate, nothing extraordinary. Meets basic expectations without standing out or disappointing. Serviceable, but not particularly impressive or memorable.

Disorganized surgery with poor communication skills

The most subpar medical practice I've encountered in the United Kingdom. During my registration with Kingswood surgery, I was forced to submit registration documents a staggering 3 times. They repeatedly misplaced my paperwork. In hindsight, this should have been a clear warning sign. Recently, a scan revealed lumps, prompting an urgent referral to my GP. The receptionist at Kingswood surgery continuously claimed they hadn't received the scan results. After a week of frustration, I visited the scan facility, where they demonstrated that an email to Kingswood surgery was sent and a read receipt was confirmed on the same day! Predictably, Kingswood surgery miraculously located my scan immediately after I presented proof of the read receipt. They then offered the ridiculous explanation that the email was received by the second floor and the first floor was uninvolved. Simply unbelievable.

Terrible service delays critical medical attention for family

I reached out to the surgery and endured a 26-minute wait just to be told to use their app. I shared my worries about my 7-year-old son and expressed my hesitation to hang up without an appointment, knowing they rarely follow up. They assured me they would prioritize his case based on the symptoms I described. Six days later, they called to urgently request I bring him to the surgery within half an hour due to the doctor's concerns - SIX DAYS AFTER MY INITIAL CALL! Fortunately, I had already taken him to the hospital, obtained antibiotics, and he is now recovering. Today, I called about my own health, having contracted the same illness as my son, and guess what?? Over 20 minutes on hold - no appointments available, just promises that a GP will call back... and they haven't!!!! Absolutely unacceptable!! It seems we're left to simply endure and hope we recover in time! 😩

Efficient healthcare service with caring medical team

The digital patient assessment platform proves effective. My spouse received his prescribed antibiotics promptly on the same day. My less critical medical concern was addressed within a three-day window. The healthcare professionals demonstrate dedication, thoroughness, and genuine compassion. The front desk personnel show varied performance, but considering the challenging interactions they routinely manage, it's commendable that Kingswood can even staff such a demanding position.

Terrible service and zero communication from practice

Terrible experience!!! I submitted a form expecting a response about resolving my issue, and after seven days, I've heard absolutely nothing. They informed me they cannot schedule appointments, which leaves me wondering how I'm supposed to receive any medical attention when they consistently fail to communicate or provide any meaningful assistance. Kingswood Surgery needs to seriously improve their customer service!!!

Unprofessional staff hurled abuse during complaint call

I submitted a complaint on their website about persistent phone unavailability and constantly engaged lines, only to receive an aggressive callback from the medical practice. The receptionist supervisor, Siama, phoned solely to verbally attack me 😡😡 without making any attempt to address my medical needs (I required either a doctor's consultation or appointment scheduling). Her demeanor was extremely hostile, and it was clear she had called exclusively to berate me about my initial complaint. I am COMPLETELY APPALLED by their unprofessional approach to patient communication and complaint handling. It's astonishing that her entire purpose was to criticize me rather than provide any meaningful assistance with my health concern. Her sole recommendation was for me to call back the following day 😮 DESPITE THEIR CONSISTENT PHONE UNAVAILABILITY 😡😡 This represents an absolutely abysmal standard of patient care.

Terrible service and frustrating appointment booking system

Latest: 26/10/2022 It's disheartening to see that this medical practice remains unchanged. This morning, when attempting to schedule an appointment, I was informed to retry the following day as all slots were already filled. Apparently, appointment booking is now exclusively managed through an online portal. If a patient calls seeking an appointment today and none are available, wouldn't it be sensible to schedule them for tomorrow? That seems like a straightforward solution, but not here. Instead, patients must repeatedly call on the day. This approach strikes me as highly impractical. The reception staff appear to have explicit instructions to redirect patients, suggesting they use 111 instead of accommodating appointment requests. One must question the purpose of this surgery if patients are consistently being pushed towards alternative services. If an online booking system exists, what role do the reception staff actually serve? There are numerous potential improvements for this practice, and I sincerely hope that patient feedback is genuinely considered. My aspiration is to eventually provide a positive review. My previous review: This surgery represents the poorest medical service in the area. Their phone lines are perpetually engaged, and securing an appointment with a receptionist is extraordinarily challenging. When contact is finally established after prolonged waiting, staff seem reluctant to provide assistance. I've attempted five separate calls to obtain blood test results and schedule a routine appointment, yet an appointment remains unbooked. Their operational methodology appears completely incomprehensible. It's crucial to emphasize that these issues are not isolated incidents. Over recent months, the service quality has been consistently abysmal. - Critical paperwork was not forwarded to the hospital for blood tests, necessitating a return visit and additional testing, causing significant inconvenience and treatment delays. - Prescription pickup instructions were provided but not executed, requiring follow-up calls. - Reception staff consistently failed to return promised updates. To enhance service delivery in High Wycombe, management urgently needs to reassess their operational procedures: - Implement comprehensive staff training to improve appointment booking capabilities. - Eliminate unnecessary calling time restrictions. - Streamline routine appointment scheduling without requiring multiple contact attempts. - Establish robust communication protocols, ensuring timely patient updates as promised.

Frustrating service with endless waiting and app hassle

Scheduling here is a nightmare without their app, and even then, you're put through the wringer. Callback chances are slim, especially towards the end of the work week. When you attempt to contact them by phone, be prepared for an absolute minimum wait time of nearly an hour just to speak with someone.

Terrible service with frustrating appointment booking system

If I could give zero stars, I would - this deserves less than one. The service is absolutely absurd. Their new appointment booking method is counterproductive, actually extending wait times instead of reducing them. They're overwhelming 111 with unnecessary calls, which is totally unacceptable when recommended by the medical practice itself. Their entire process lacks any rational thinking. While Covid is still present, it's ridiculous to continuously use it as an excuse for insufficient resources. This surgery stands alone in its dysfunctional approach. To secure an appointment, you must complete a form and then wait 1-2 days for a response, which frequently never arrives as promised. What's the point of phone lines remaining constantly engaged when you're required to submit forms for appointments? Their automated message desperately needs updating to clearly communicate the current limitations and process. They should provide alternative contact options for straightforward queries that could be quickly resolved by a receptionist, recognizing that not every call relates to booking an appointment.

Terrible service that leaves patients feeling completely frustrated

What was once a reliable medical practice has now deteriorated into complete disarray. The telephone system is incredibly time-consuming, and their mandatory online booking platform is utterly dysfunctional. After consulting with a local pharmacist about a health concern and being advised to see a GP, I completed Kingswood's online consultation form, clearly stating my prior pharmacy consultation. Inexplicably, the surgery simply redirected me back to the pharmacy! Following a 30-minute wait, I spoke with a receptionist who assured me a GP appointment would be arranged and that someone would confirm the details. Predictably, no communication followed (over 10 days ago). When I called again to follow up, I was instructed to resubmit the online consultation form. Upon doing so, I was once more referred to the pharmacy. Another phone call, another promise of contact, and yet again, two days later, I've received absolutely no response. The entire process has been frustratingly circular and completely ineffective.

Worst reception service ever at local gp surgery

I spent more than 60 minutes waiting on hold at reception today. After finally connecting with the receptionist to schedule an appointment, she instructed me to expect an email with a form, but the email never arrived, even after I sent a follow-up message requesting the form. Consequently, despite investing an entire hour on the phone, I still haven't secured an appointment. It's absolutely disgraceful. None of my acquaintances in Wycombe have encountered such extensive difficulties with their medical practice.

Terrible service left me in pain and frustrated

I've been struggling all day to secure a medical consultation due to a severe ear infection. I contacted 111, and they advised that a general practitioner needs to examine me within 2 hours. I then called the GP's office, where the receptionist claimed the doctor would review my case shortly. However, as closing time approaches, I've received no response. Their booking system is absolutely terrible, with a waiting period of 2 days - I could potentially be in critical condition during this time! This is undoubtedly the most incompetent GP practice I've ever encountered. Despite being with them for nearly 5 years, I've now decided it's definitely time to switch healthcare providers!

Unhelpful staff nearly cost me my health

Terrible encounter. I was experiencing alarming health issues and desperately needed medical attention. The staff were incredibly unhelpful and patronizing. I was made to feel incompetent and was instructed to book online after waiting for half an hour, with a promise that someone would contact me in 48 hours. No attempt was made to assess the severity of my condition or understand my symptoms. Ultimately, I reached out to 111 and was advised to go directly to the hospital, where I spent the entire day undergoing blood tests, ECG monitoring, and various other examinations. I can comprehend the reasoning behind implementing the new online booking system to reduce phone wait times for non-urgent cases. However, it would be beneficial to update the answering machine message to clearly state that phone bookings are no longer accepted. This would genuinely help minimize phone queue times. Additionally, some staff training in empathy and customer support would be valuable. Even a simple suggestion like recommending contact with 111 based on the symptoms described would have been helpful.

Worst surgical experience of my life

Steer clear... avoid this surgical option at all costs

Terrible medical service that causes more stress

I completely agree with Diane's sentiments regarding the absurd digital booking platform instead of traditional phone scheduling. It introduces unnecessary anxiety to any medical issue or health concern you might be experiencing. We continuously receive irritating text notifications claiming 'unexpected circumstances' prevent them from processing appointments during specific periods. Today, they even sent a message about interruptions applicable to the current day! Considering they claim two days are required to review appointment requests, the entire system seems pointless. People do, after all, become unwell unexpectedly. Additionally, I received a message cancelling an appointment I never had, and then rearranging it for the day it was already scheduled. These are far from isolated occurrences. Their administrative approach is utterly disorganized and chaotic.

Frustrating decline in medical service since covid

I've been a patient at this medical practice for three decades, and for most of that time, I considered their service satisfactory. However, since the pandemic, their quality has significantly deteriorated. They've implemented this absurd digital messaging system for scheduling appointments, which has made seeing a doctor nearly impossible. I was instructed to send a message and wait until Monday, but responses can take up to two days to arrive. Furthermore, they're not scheduling any appointments for the next couple of days, which means when Monday arrives, everyone will be frantically trying to secure a slot. They suggest calling 111 for assistance, but my niece experienced a two-day wait before actually speaking with a medical professional. I'm genuinely concerned about what individuals without internet access are supposed to do in such a situation.