Kinson Road Medical Centre

Practice refused to record allergy information

Extremely dissatisfied with my experiences at this practice. 1) Several years ago, I developed a widespread rash. The clinician stated they were unfamiliar with this presentation and attempted to identify it using online image searches before sending me home. Within a day, I required emergency ambulance transport to hospital and admission to an acute medical unit. 2) Following blood work, I experienced significant bruising and considerable pain, leaving me unable to use one arm for an extended period. When I raised this concern, the response focused on simple pain management suggestions rather than addressing the severity of my experience. 3) I had an adverse reaction to a class of antibiotics and requested this be documented in my medical records. The practice declined to record this, and when I pursued the matter in writing, I was told that the usefulness of these medications meant the allergy was not considered necessary to log. 4) After a fall, I eventually received imaging but have been unable to obtain the results from the surgery. I missed a scheduled callback and was offered another appointment weeks later, leaving me without clarity on whether I have sustained a fracture. Overall, I have serious concerns about the standard of care and clinical decision-making at this practice. I believe there should be a formal review of how this service is managed.

Receptionist insisted on appointment despite previous prescription

I spent three days attempting to obtain a prescription that had been previously issued to me by the hospital in December for pain management. Being eight months pregnant and experiencing significant sleep disruption due to the discomfort, I was frustrated to find that despite my medical history clearly showing this prior prescription, the receptionist insisted on an in-person appointment. When I attended, I was kept waiting for nearly 25 minutes before having to leave due to the late hour and the need to collect my young daughter. It seems patients are expected to arrive promptly, yet the same standard is not applied in return. I subsequently requested a telephone consultation for the following day, which the receptionist did arrange. During this call, I explained that I did not believe the matter required a face-to-face visit, as that appointment slot could be better used by another patient. The receptionist submitted a task to the doctor, but I heard nothing throughout the morning. After following up with another call, I was informed that tasks would be reviewed in the afternoon and I would receive a callback. This call never came, so I made another follow-up enquiry only to be told that the doctor had decided against issuing the prescription and that I would need to contact maternity triage or return to the hospital instead. Given the considerable pressures on the NHS, I made a conscious effort to follow procedures that would minimise additional burden on hospital services, yet the practice appeared keen to redirect me there regardless. My midwife is equally puzzled by this decision, particularly as my previous prescription history is visible in my records. After three days of repeated requests, I received no resolution and experienced what felt like a significantly inadequate level of service.

Helpful staff made us feel heard

My family's medical practice. Absolutely amazing. The clinician there is going above and beyond for my health needs. Another clinician has been amazing with my son. Same day appointments available. I couldn't wish for a better medical practice. The only issue I'd mention is that when requesting a summary, I was a bit confused why it differed from a previous one, and not everything appeared to be included. Still my number one medical practice.

Felt heard and supported through difficult health year

This week has presented some health challenges involving a respiratory condition and other concerns. The clinical team has demonstrated exceptional commitment to ensuring I receive comprehensive treatment to support my recovery. The approach has been warm and genuinely caring throughout. The reception staff have been consistently helpful and provided valuable support during a difficult period. My diagnostic imaging has been promptly arranged, and the practice has coordinated my appointments efficiently on the same day. The entire team works with impressive efficiency and dedication. I'm genuinely grateful for everything they do. The past eighteen months have been challenging from a health perspective. The practice has been proactive in arranging investigations and specialist referrals. One clinician in particular made me feel genuinely heard and supported, reassuring me that my concerns were being taken seriously after I had previously felt unheard by another healthcare professional. This proactive and attentive approach has been invaluable. Another clinician demonstrated exceptional care and compassion when I experienced a medical event, promptly arranging appropriate emergency care. A third clinician has shown thoroughness and proactivity in managing my ongoing care. All members of the clinical team have worked diligently to identify and address the underlying causes of my health concerns. The reception team also deserves recognition for their hard work and commitment.

Felt completely unheard about my medication concerns

I've had such poor experiences attending this practice that I'm genuinely considering whether to continue seeking GP care. I began taking hormonal contraception recently to help manage my menstrual symptoms, which are severe and significantly impact my quality of life each month. After trying two options, I found a third that worked well, but I subsequently developed headaches and booked an appointment hoping to discuss medication options. However, I was advised that I could no longer continue this contraception due to stroke risk, which struck me as unusual given that family members have used similar contraception for extended periods whilst experiencing similar headaches. Following my appointment, I researched this independently and found that multiple sources indicate combined contraception can be used with headaches, with the restriction only applying to headaches with specific characteristics, which I do not experience. I called back to discuss this, but despite what appears to be widely available information suggesting otherwise, I was still refused the combined contraception without any further clarification or reasoning provided. I feel completely unheard and deeply upset at being left without a solution. I'm managing existing mental health challenges, and this situation has caused me considerable additional stress, yet I feel this hasn't been taken into consideration. I wish I had never sought this appointment, as it has only caused me distress. I simply want to feel listened to, but I experience my concerns being dismissed entirely.

Staff were friendly and always professional

The team and care provided have been excellent. They consistently demonstrate a friendly and professional manner. I have no complaints whatsoever.

New app made booking harder than before

The previous website was more functional, and I'm finding the new NHS application difficult to navigate as I'm not particularly tech-savvy.

Phone lines were difficult to get through

I would appreciate it if the practice would prioritize answering incoming calls more promptly.

Couldn't get through on the phone line

The service I received was extremely disappointing, and if it were possible to leave zero stars, I would have done so 😡😡😡

Reception staff dismissive during appointment

The clinician I saw during my recent appointment displayed a manner that I found to be dismissive, superior and patronising from the beginning of our consultation. Their approach towards both myself and other healthcare staff members left me feeling considerably worse than when I arrived. While I am required to provide a star rating to submit this feedback, I feel my experience warrants a much lower assessment than the system allows.

Reception team helpful, but clinical concerns remain

The reception staff have consistently demonstrated helpfulness and friendliness. The clinical team have generally been supportive, though there was one occasion involving a procedure that did not go as planned. I experienced significant bruising and discomfort lasting several weeks following this, with concerns about potential complications. Setting aside that particular experience, and the challenge I faced in obtaining a diagnosis for a hormonal condition due to feeling unheard during consultations, the practice is reasonably competent. It is worth noting that diagnosis of this condition can be protracted across healthcare settings generally, with many practitioners being slow to recognise patient concerns. Following recent changes, my assessment of the practice has improved from a lower rating to a moderate one.

Helpful doctors who actually listen

Excellent medical professionals who demonstrated helpfulness and thoughtfulness throughout my visit.

Staff showed genuine kindness during difficult time

I cannot speak highly enough of the team at this medical centre. Every member of staff has shown exceptional kindness and compassion towards my family member throughout their recent health challenges and ongoing care. We are truly grateful for their support!

Reception doesn't return calls as promised

The reception experience aligns with what others have mentioned, particularly regarding unanswered calls despite what the phone message indicates. There's a general sense of being dismissed and not receiving adequate support.

Reception rudeness and unavailable same-day appointments

Appointments were not available on the requested day. No alternative options such as speaking with nursing staff were suggested. Reception staff interactions have sometimes felt unwelcoming. Telephone consultations have been arranged but not followed through. Overall, the service experience has been disappointing. The practice's quality rating could benefit from improvement.

Rude reception staff made me feel unwelcome

This practice has been disappointing. The reception staff were unwelcoming and the clinical team came across as dismissive.

Reception staff blocked appointment requests without listening

I wish I could leave zero stars because even one star feels too generous! The reception staff seem to believe they hold a position of authority above the clinical team! These staff members came across as discourteous and dismissive, appearing unfamiliar with proper procedures! Today I attempted to arrange an appointment for my husband to see a doctor as he has been experiencing significant discomfort in his back and legs that has become quite debilitating! However, instead of a straightforward appointment process as my husband requested, I was informed that a referral to physiotherapy would be arranged instead...when in reality there may be more complexity to his situation than that! It was my husband's preference to consult with a doctor, as he understands his own body best and hasn't had a medical consultation for several years! He felt dismissed and as though his request was not taken seriously. The reception staff displayed an unhelpful attitude and appeared to be making their own clinical judgements! There seems little point in seeing a doctor when the reception team apparently have all the answers! And the situation didn't end there. I was also dismissed and given information that proved to be inaccurate! Unfortunately the receptionist did not handle the situation competently or provide reliable guidance. I needed a repeat prescription for my medication and was assured it would be sent to my local pharmacy and that I would definitely receive it the same day, which unfortunately did not happen! Anyone familiar with this particular medication knows it requires careful management as abrupt cessation can cause withdrawal effects! I experienced withdrawal symptoms as my prescription remained unsigned by the doctor despite being needed urgently, as my supply had run out! I did not receive my prescription and went over 24 hours without my medication, experiencing withdrawal symptoms throughout the night and feeling extremely unwell. The practice really needs to improve their processes before a serious situation occurs, and the staff would benefit from training in professional communication, empathy and compassion! Disappointing

Lost sample and poor phone communication

Disappointing experience, as a urine sample went missing and there appeared to be no documentation of it. We were advised we would receive a call during a specific morning window, but when that time passed without contact, we had to reach out ourselves. When we finally connected with the practice, we found the interaction to be quite unpleasant and unhelpful.

Friendly staff made appointment booking straightforward

This surgery has made considerable improvements since my previous visit during the pandemic. The clinical staff have been very friendly and helpful. Following a recent health event, they have provided excellent support in adjusting my medication as doses needed to be increased due to a medical condition. The team consistently offers plenty of help and advice, and appointments have generally been arranged promptly, though getting through by phone can sometimes take a while. Well done to all the staff members for their continued efforts.

Friendly reception made the visit pleasant

Excellent