Kingswood Surgery

Patient Experience Summary

Patient feedback reveals a mixed experience at this practice, with particular strengths in clinical care but significant challenges in administrative and reception services. Medical staff, including several physicians, receive consistent praise for their clinical competence, compassion, and responsiveness. However, reception experience emerges as a persistent concern, with multiple patients reporting discourteous interactions, dismissive attitudes, and unhelpful responses to inquiries. Patients frequently describe difficulty contacting the practice, with engaged phone lines and calls being disconnected after extended waits.

Appointment access and waiting experiences present ongoing frustration. Several patients report lengthy waits for appointments, ranging from three weeks to over a month, alongside substantial waiting times in reception areas before being seen. Administrative inefficiencies are widely documented, including failures to arrange follow-up appointments and referrals, missed telephone consultations, and problems with booking systems. Patients describe having to make multiple follow-up calls to resolve basic administrative tasks and coordinate their own care.

Continuity of care and communication gaps also feature prominently in feedback. Some patients report unexpected removal from patient lists and lack of support during transitions, whilst others highlight issues with prescription systems and referral tracking. Despite these systemic challenges, long-term patients and those who have experienced urgent care often express appreciation for the practice's clinical dedication and supportive environment, suggesting that service quality varies significantly depending on the type of interaction and individual staff members involved.