Kinson Road Medical Centre

Compassionate staff who really listened to me

Consistently demonstrated compassion, attentiveness, and professionalism throughout my interactions.

Helpful staff despite being under pressure

Our experience has consistently been positive, and both the clinical team and administrative staff have been very supportive and helpful. We recognise they operate under significant pressure and we endeavour to show our appreciation for all their assistance and support. The entire team, including clinical staff and administrative personnel, have consistently made efforts to help despite the challenging circumstances they sometimes face. We are grateful to everyone involved.

Struggling to get appointments and proper diagnosis

I continue to experience difficulties obtaining timely contact from medical staff, and accessing appointments has proven challenging. This has resulted in two hospital visits, and I received an incorrect initial diagnosis that has led to requiring surgery. Due to these ongoing concerns, I have decided to transfer my care to a different practice.

Phone queue system causes frustrating all-day waits

This surgery appears to be poorly organised. There seems to be no structured appointment system for telephone consultations despite frequent mentions of being under pressure. Patients report having to wait throughout the day for calls with no predictability, and missing a call means returning to the end of the queue. Implementing allocated time slots for calls would likely improve efficiency. Most other practices appear to manage this differently. The online consultation system appears to experience technical difficulties. Some reception interactions have felt dismissive and discourteous. The practice would benefit from reviewing its processes and systems in the near future.

Long phone queue after system change

I called this morning to request an appointment and discovered that the contact number and booking system had been altered, which resulted in me being placed 31th in the queue. I was disappointed by the absence of prior notification about these changes.

E-Consult response sent me on a wild goose chase

Once again, a disappointing experience with this practice. I submitted a request through the online consultation system regarding significant ear pain. The response directed me to visit a pharmacy as part of the Pharmacy First Scheme. Upon attending the pharmacy, I was informed that the scheme's eligibility criteria meant they could not assess ear conditions for patients above a certain age. I returned to the surgery to explain this limitation. The practice indicated that a local pharmacy would be in touch with me. This contact never materialised, so I took the initiative to call the pharmacy myself. They reiterated that they were unable to help due to the age restriction. I subsequently attended the local urgent treatment centre, where a serious ear infection was identified requiring steroid and antibiotic treatment. I find this practice to be significantly lacking in capability and effectiveness. I have requested to transfer my registration elsewhere. My advice would be to either avoid becoming unwell or select a practice that demonstrates genuine commitment to patient care rather than allowing administrative staff to make clinical decisions.

Helpful and respectful practice throughout my time

I have been a patient at this practice for several years and find them to be above average compared to other surgeries. The team has consistently demonstrated helpfulness and courtesy throughout my time there. I am grateful for the care provided.

Staff listened and went the extra mile

Excellent care from everyone involved, who provided exceptional support during a concerning period. Much appreciated!

Nurse practitioner was dismissive and rude

I attended an appointment with a nurse practitioner due to staff availability issues. I found the interaction to be dismissive and lacking in courtesy.

Friendly staff who made me feel welcome

I really enjoy this practice and make an effort not to take up too much of their time. The team here are wonderful and I think it's the best surgery in the area.

They help when they can

I would suggest this practice to others, as they consistently make an effort to provide assistance when possible.

Friendly staff who actually listen to you

The team members are approachable and genuinely supportive. The clinical staff consistently make themselves available to listen to your concerns. The premises are well-maintained and hygienic. Whenever issues arise, the staff demonstrate a commitment to helping. They handle feedback gracefully, and I have found nothing to criticise about their service ❤

Getting an appointment here takes real persistence

Getting through to secure an appointment can feel like an uphill battle, as the reception staff sometimes seem reluctant to book you in and may suggest alternatives rather than arranging a consultation. However, once you do manage to get seen, the clinical care itself is satisfactory and there are no issues with the doctors themselves.

Caring approach with consistent children's appointments

My children are consistently seen at appointments and are always treated with kindness and patience. The entire team has been really lovely throughout my visits.

Felt truly supported and listened to

I cannot speak highly enough of this practice. The team has been incredibly supportive throughout my healthcare journey, and I am particularly grateful to the clinical staff members who provided exceptional care and went the extra mile to help me. Their dedication and compassion have made a real difference to my experience.

Receptionist was abrupt and didn't explain the process

I recently attempted to book an appointment and found the experience frustrating. The receptionist who handled my call came across as curt and raised her voice during our conversation. When I asked for clarification about why I couldn't schedule a visit with a doctor, she wasn't able to provide a clear explanation and simply suggested I call back the following day. As I haven't visited the practice in quite some time, I was hoping for some guidance on the current booking process, but unfortunately this wasn't provided and I remain uncertain about how things work now.

Phone advice missed serious warning signs

My partner contacted the practice recently regarding persistent headaches. She was advised to modify her medication over the telephone without an in-person assessment. When the headaches persisted, we attended the local accident and emergency department, where she was diagnosed with a serious condition requiring hospital admission. We are considering making a formal complaint about the care received. I recognise that circumstances during this period have been challenging for healthcare services generally.

Helpful surgery that always finds appointment slots

I have consistently had a positive experience at this practice. After relocating from another area, I registered here and have found the team to be genuinely helpful and supportive throughout my time as a patient. I have not encountered any difficulties with the reception staff, clinical staff, or the appointment booking process. I recognise that the NHS faces significant pressures, and I have appreciated how the clinical team have made efforts to accommodate my needs, including fitting me in at busy times. Overall, I have found this practice to be very supportive and responsive.

Reception staff were dismissive and unhelpful

The reception staff at this surgery seem to lack professionalism in their approach to patient interactions. Their manner of communication falls well short of what I would consider acceptable customer service standards. In my line of work providing care services, such an approach to clients would be completely unacceptable and would damage professional relationships. I find their attitude particularly frustrating given how infrequently I need to access medical services, as dealing with them creates an unnecessarily stressful experience.

Reception staff mixed up patient records

The reception team's handling of my visit fell short of expectations, as there was confusion regarding patient records that affected my child's appointment. When I contacted them to inquire about a prescription, I found their response dismissive and unhelpful. Due to these concerns about the quality of service, I have decided to register with a different practice.