Kinson Road Medical Centre

Staff dismissed my concern without proper help

I was extremely disappointed by the guidance I received from the practice. After experiencing a persistent ear issue for more than a week and attempting various remedies at home, I felt compelled to contact the surgery for assistance. However, I was informed that they were unable to help and suggested I seek care from a private specialist instead. I found this response deeply frustrating and felt the practice fell short of providing adequate support.

Efficient booking and quick appointments

A genuinely well-organised experience

Helpful phone staff restored my faith

Thrilled to discover such supportive and compassionate team members available by telephone at this large medical practice. It has renewed my confidence in people's kindness.

Punctual appointment with kind reception staff

Had a pleasant appointment that started promptly. The reception team were welcoming and the clinical staff were friendly. The facilities were well-maintained.

Easy to get same day appointments

I have consistently had positive experiences at this practice. I have typically been able to obtain appointments on the same day when needed. Based on my visits, I would rate this practice as excellent.

Struggling to book appointments when needed

The practice frequently appears disorganised. Despite seemingly quiet periods with minimal visible activity, appointments remain difficult to obtain. There appears to be an atmosphere where patients feel hesitant to raise concerns or provide feedback.

Reception staff could be more welcoming

The reception staff can be quite abrupt in their manner towards patients. However, once you manage to secure an appointment, the clinical team demonstrate genuine care and attentiveness, which contrasts noticeably with the reception experience.

Management could be better but hopeful for future

The administrative processes could be more streamlined, though I remain optimistic about the practice's prospects going forward.

Reception staff were genuinely kind and helpful

What a wonderful experience! This practice is truly outstanding. The clinical staff have been exceptional, and I'm grateful for their expertise and care. The nursing team at the centre has been amazing to work with. I must also commend the reception team, who are the backbone of the practice. They are consistently kind, respectful, and efficient, and they handle their responsibilities with professionalism even when faced with challenging situations. I have never been disappointed by anyone here. Five stars all round!

Efficient appointment with minimal waiting time

The team demonstrated politeness and professionalism. The wait was brief with minimal congestion, and the appointment was scheduled promptly.

Reception staff were dismissive and unhelpful

The receptionist's manner towards my partner was disrespectful, and there appeared to be poor communication among the team, which was disappointing.

Receptionist blocked urgent appointment requests twice

The receptionist declined to schedule an urgent appointment on two separate occasions for an ear condition I have been experiencing for approximately two months. NHS 111 have advised me to contact them regarding antibiotics, yet I have been unable to obtain an appointment with a clinician. Additionally, I am currently on an extended waiting list for a dental procedure and have been told no appointments can be arranged until this is completed. While these matters may or may not be connected, I felt it was inappropriate for reception staff to make clinical judgments about whether a doctor could assist me, as this falls outside their scope of practice. I was also disappointed that management declined to provide the receptionist's details when I requested them for the purposes of making a formal complaint. The clinical staff are excellent and would benefit from a more supportive environment, as the reception experience has significantly impacted my overall impression of the practice. I would recommend considering alternative healthcare providers if you have not already done so.

Long-term patient appreciates accessible telephone appointments

I registered my family with this practice over four decades ago and my wife and I have consistently received outstanding care from all staff members we have interacted with. During the recent pandemic period it was understandable that clinicians could only provide telephone consultations. These were readily accessible and proved as beneficial as circumstances allowed, which appeared to contrast with experiences reported at other facilities where obtaining any response was considerably more challenging. A clinician recently began treating me for an ear issue and I was pleasantly surprised to be offered an in-person appointment. In addition to arranging a specialist referral, the clinician identified something unusual in my other ear and attempted to address it, then sought a second opinion from a colleague who also attempted removal. An ear irrigation procedure was scheduled with a practice nurse for the following day, though this also did not successfully resolve the matter. The next afternoon I received a call from the specialist department at the local hospital arranging an appointment with an ear specialist nurse, where the item was successfully removed. I also received confirmation documentation from the practice regarding the specialist referral. I consider this to represent an excellent standard of service from both the practice and the wider NHS.

Reception staff blocked access to care

Would rate this experience extremely poorly if possible. I have been registered at this practice for over a year during which time I have experienced significant health changes, yet have been unable to secure an appointment with a GP. I have faced ongoing difficulties obtaining prescription refills and have encountered unhelpful interactions with reception staff. I was assured of multiple callback appointments last week, none of which materialised. I have recently been without necessary medication for several days, which has caused considerable distress and impacted my mobility and daily functioning. I was also informed that clinical staff are currently working remotely rather than from the surgery premises. Obtaining appointments remains extremely challenging, with repeated suggestions to contact the practice again the following day. I have found this experience deeply unsatisfactory and have escalated my concerns through appropriate channels to pursue this matter further.

Receptionists blocked access to care when needed

Not worthy of any stars. I strongly encourage anyone reading this to avoid registering with this practice. The experience has been deeply troubling. Certain reception staff members have developed reputations for being dismissive, unkind, abrasive, disrespectful and indifferent. We have experienced this behaviour directly. Patients must undergo extensive questioning by reception before being deemed eligible for an appointment, which is often offered by telephone only. When a family member was seriously ill and in considerable pain, reception staff repeatedly stated that clinical staff were unavailable and insisted that only telephone consultations could be arranged. Messages and emails were not communicated to clinical staff. Despite requests for a home visit for someone experiencing significant pain, this did not happen for an extended period. Eventually, a clinician did visit and demonstrated genuine care and compassion, but by that stage the situation had deteriorated significantly. The patient passed away. It is difficult to understand how this practice continues to operate. Reading the feedback from other patients reveals a consistent pattern of apparent indifference to patient welfare. The practice appears to have used pandemic-related restrictions as justification for reduced accessibility, whilst continuing to receive funding. Senior reception staff seem to exercise considerable gatekeeping power, demanding patient information whilst remaining anonymous themselves. This lack of transparency is concerning. The treatment experienced has left a lasting impact. This practice warrants scrutiny regarding the standard of care and respect afforded to patients. Reception staff should be reminded of their duty to treat patients with courtesy and compassion rather than dismissiveness. One clinician demonstrated exceptional professionalism and genuine concern for the patient's wellbeing, and their efforts are deeply appreciated. However, the broader approach of other clinical staff raises serious questions about their commitment to patient care.

Reception team attitude needs improvement

The reception staff have consistently demonstrated an unhelpful demeanor and seem reluctant to assist patients. I am planning to transfer to a different practice in the near future. It is unfortunate, as the clinical staff have been pleasant and supportive.

Reception staff didn't handle callback process well

The reception team at this surgery was unhelpful. I called this morning to arrange an appointment and was told someone would get back to me, but the callback wasn't from a clinician. When I asked to speak with my doctor, I was informed I'd need to ring back the following day, only to be told that wouldn't be possible as the doctor wouldn't be available for the rest of the week. The reception staff seemed poorly informed overall. The practice would benefit from changes in management and staffing. I would recommend looking elsewhere if possible.

Receptionist hung up when I needed help most

I have been a patient at this surgery for almost 8 years and have consistently found them to be very supportive until yesterday, when I experienced an extremely disappointing encounter. The reception staff member was rude, abrupt and dismissive, and ended the call without proper closure. I simply wanted to arrange a telephone appointment with a clinician to discuss pain management following a recent dental procedure. I was told this was a dental matter and advised to contact my dentist. I explained that while I have a dental appointment scheduled for later in the week to address the underlying dental issue, my dentist cannot provide pain relief, but my concerns were not acknowledged. I was distressed and experiencing severe discomfort. When I spoke with a manager, I found them equally dismissive. I contacted 111, who were extremely helpful and subsequently called the surgery to enquire why they would not assist. Following this intervention, I was informed that the surgery would contact me. However, this call never came. I phoned the surgery again at 6pm, making my third call that day, only to be told that a prescription had been sent electronically to the pharmacy at 5.25pm. The pharmacy had closed at 5.30pm, and I had not been informed of this timing, leaving me without pain relief throughout the night. There was no further communication from the surgery. This level of service was wholly unacceptable. As an NHS employee myself, I would never treat a patient in this manner. The team would benefit significantly from training in empathy and compassionate communication with every individual they interact with. I hope you never experience the level of pain I have endured this week, as it might foster greater understanding and consideration in your approach. Current circumstances are not a justification for such poor treatment.

Compassionate care when I needed it most

The care I received when I needed it was second to none, compassionate, and caring, ticking every box for me. Thank you again.

Friendly reception made the visit pleasant

Excellent