Kinson Road Medical Centre

Felt listened to as a parent for years

My family and I have been patients at this practice for several years and have consistently had a positive experience. The clinical staff are excellent and I always feel that my concerns are taken seriously as a parent. I acknowledge that there have been occasions when I've struggled to secure an appointment at short notice, though I recognise from other feedback that this appears to be a widespread issue. I also understand that surgeries have limited appointment availability each day, and if a matter is not deemed urgent for same-day assessment, patients are typically advised to contact the practice the following morning, which is standard practice elsewhere. Every surgery operates within certain constraints, and as I have mentioned, I have never experienced any difficulties with the clinical team, administrative staff, or nursing team.

Reception staff were dismissive and unhelpful

The reception team here were exceptionally unwelcoming, which appears to be a common experience based on other feedback I've read. I felt compelled to mention that I have since moved to a different practice. When I visited a local pharmacy and asked whether they knew of any surgeries where the reception staff were more approachable, the pharmacist immediately understood which practice I meant. It seems the reputation for unfriendly reception extends beyond just my own experience.

Struggling to get appointment callbacks promised

I have been unable to secure an appointment for more than two weeks. I was assured on multiple occasions that I would receive a call back, but this has not materialised. As a healthcare professional working within the NHS, I find it frustrating that I am unable to access care from the service I dedicate my time to supporting. The practice needs to improve its appointment booking and callback systems.

Reception barriers make accessing care unnecessarily difficult

If you're seeking a practice that will adequately address your healthcare needs, you'll need considerable patience and strong resolve. While the clinical staff here provide excellent care for your medical requirements, accessing that care involves navigating what feels like significant obstacles created by the reception team, who appear to view their role as restricting rather than facilitating your ability to receive treatment at every opportunity. Even after you've managed to obtain an appointment, you may find yourself so frustrated that you consider seeking care elsewhere or taking matters into your own hands regarding your health management.

Long-term patient values consistent quality care

Excellent practice. I have been a patient there for over 40 years. They have consistently provided outstanding service throughout my time with them.

Reception staff made booking appointments difficult

The reception team displayed a manner that felt dismissive and inflexible. I found their approach to be lacking in sensitivity and helpfulness when dealing with appointment requests. In contrast, the clinical staff have demonstrated considerable dedication and provide care that exceeds expectations. However, the reception team's rigid approach makes it challenging to secure urgent appointments or receive any flexibility in scheduling. I felt frustrated by what I perceived as a lack of understanding when seeking timely medical attention.

Reception staff attitude needs urgent improvement

The clinical staff at this practice are excellent and I would rate them highly if possible. The reception team, with one exception, have been problematic. Their approach has often felt abrupt, forceful, and lacking in compassion. On several occasions, they have requested that I disclose sensitive health information in ways that felt unnecessary and inappropriate for a confidential healthcare setting. This has been particularly distressing given my personal circumstances and wellbeing needs. I normally speak very positively about this practice because the clinical staff genuinely merit recognition for their attentive and considerate approach. However, I felt compelled to mention the reception experience as the situation has progressively deteriorated, and I hope that sharing this feedback publicly may prompt improvements in how the front-of-house team operates.

Reception team made booking straightforward

Excellent medical practice Always available when required, the entire team demonstrates helpfulness and kindness. I would like to express my gratitude to the clinical staff, whose service has been outstanding. The reception team, nursing staff, and clinicians have all provided exceptional care. I am very appreciative of the support received.

Wrong contact number on patient records

A phone number has been added to my son's medical records that neither my husband nor I recognise or have ever used. This has caused us to miss an important call from the practice. I would like to understand how this number came to be on the file, particularly given that access to records should require full identifying information including name, address and date of birth.

Reception staff made accessing care unnecessarily difficult

The reception team's approach left much to be desired. Their manner came across as dismissive and unhelpful, with little apparent concern for patients' needs. There were also notable issues with administrative processes, including instances where communications appeared to go missing and promised callbacks did not materialise as expected. The overall experience was frustrating and fell well short of acceptable standards.

Staff weren't very welcoming

The staff members were not particularly courteous during my visit.

Reception staff were dismissive and unhelpful

If I could, I would give this practice the lowest possible rating. I was particularly disappointed by my experience with the reception staff, who I found to be dismissive and unhelpful. When I called with a serious health concern, I felt my call was not taken seriously and I struggled to arrange an appointment with a clinician. I cannot recommend this practice.

Reception staff made repeat prescription process unnecessarily difficult

If I could leave no stars I would. The clinical staff are fantastic if you can get past the unwelcoming reception experience. I called to request a repeat prescription as I had done previously, and was told that this couldn't be processed over the phone and that I would need to submit a written request in person. The receptionist's manner was dismissive, and when I asked to speak with a manager, the individual who responded showed little concern about how their team had handled my call and appeared to accept this approach to patient interactions. Despite having no apparent knowledge of my medical background or medication requirements, they insisted that prescriptions couldn't be managed in this way, even though this method had been used successfully throughout my time as a patient at the practice. The practice has created significant barriers to obtaining repeat prescriptions and appears willing to leave patients without their medication for extended periods. They seem to prefer requiring patients to attend in person to request repeats, which raises concerns about accessibility, or alternatively directing patients to use online systems rather than handling requests directly.

Supportive practice that actually follows up with calls

Excellent healthcare professionals who have been very supportive throughout my recovery period. I've appreciated the regular check-in calls to see how I'm getting on. I switched to this practice from my previous one and have noticed a significant positive difference. I'm very satisfied with the standard of care I've received.

Flu jab done in half a minute flat

I recently attended a local practice for a routine vaccination and was impressed by how quickly the appointment was completed. The entire visit took approximately half a minute from arrival to departure. The clinical team demonstrated excellent coordination, and I was particularly grateful for the supportive approach shown by the healthcare professional who helped me manage my anxiety about the procedure.

Reception staff could improve their helpfulness

One of the reception staff members, in my opinion, could be more helpful. They would benefit from additional customer service training.

Reception staff dismissed appointment request

I am really disappointed that my mum, who was trying to arrange an appointment with her GP, was told by a receptionist that the appointment would be a waste of time. This receptionist was not aware of my mum's health concerns, and I feel this was inappropriate behaviour. I intend to submit a formal complaint about this interaction to the practice so that it can be addressed.

Quick callback helped ease my worry

I have consistently found this surgery to be impressive. However, I recently experienced a concerning health situation where I contacted the surgery to describe my symptoms. The receptionist assured me that a clinician would get back to me. Rather than waiting until the end of the day, I received a call within 45 minutes. The clinician I spoke with was excellent and listened carefully to my concerns. They arranged for a prescription to be sent to my local pharmacy, which my husband planned to collect. Remarkably, within 45 minutes, the medication was delivered to my door. By the following day, I was feeling considerably better and I am truly grateful for the efficient and caring service provided by the staff at this surgery. Their dedication during challenging times is much appreciated.

Long wait times and unwilling to administer available vaccines

Attempted to arrange an appointment for travel vaccinations that should be covered by the NHS, but was informed that availability was not possible for several weeks. After organising a private consultation to determine which vaccinations were necessary (the most time-intensive aspect), the practice still indicated they were unable to provide the actual vaccinations. This seems surprising given the number of qualified clinical staff at the surgery and the brief time required for administration. The outcome was an unexpected private cost of over £100 for this service. The overall experience felt disappointing and suggested a lack of willingness to accommodate patient needs. A follow-up note: the final expense was considerably higher than initially quoted. It would have been appreciated to receive a response to this feedback, though there appears to be limited engagement with patient concerns raised through reviews.

Friendly staff made the visit pleasant

The team demonstrated a welcoming and supportive approach, working effectively together.