Kirkham Health Centre

Appointment cancelled morning of visit without care

I experienced significant difficulties with my recent visit to this practice. An appointment I had scheduled for a month was cancelled on the morning it was due to take place. When offered an alternative date, I felt the options presented were inflexible and unsatisfactory. My overall impression is that the practice lacks adequate care, compassion and consistency in how it treats patients. The reception staff interactions left me feeling frustrated, as I found their manner to be dismissive and unhelpful. Additionally, I felt uncomfortable with the level of clinical questioning undertaken by non-clinical staff, as it seemed to go beyond standard appointment booking procedures and involved assumptions about my healthcare needs. The leadership and management of the practice appear to contribute to these issues. The cancellation of appointments due to insufficient staffing levels is concerning and has negatively impacted my confidence in the service. I felt that my appointment and my health needs were not treated as a priority, and I have concerns about the overall reliability and standards of care being provided. I would not recommend this practice to others who expect professional, respectful treatment and a service with adequate contingency planning. For those seeking a practice with strong clinical and operational resilience, I would suggest looking elsewhere. In my view, the practice falls short of the standards patients should reasonably expect from their healthcare provider. The experience has left me disappointed with the professionalism and preparedness of the service. There appears to be a lack of backup systems and contingency planning in place, which undermines confidence in the practice's ability to deliver consistent care.

Reception staff were dismissive and got details wrong

The reception experience at this practice has been disappointing. The overall organisation feels somewhat disorganised. The reception team, who appear to lack adequate training, made judgements about whether situations required urgent attention that seemed questionable. When discussing this with colleagues in the medical field, they expressed concern about this approach. Beyond the unhelpful demeanor, there were also practical issues - despite my name being spelled out and confirmed, it was recorded incorrectly for my appointment. The interactions have been characterised by a dismissive and somewhat condescending tone. While I would be willing to use the clinical services at this practice, I have chosen to attend elsewhere due to the consistently negative experiences with the reception team.

Consistent care across six years here

I have consistently had positive experiences throughout my time as a patient at this practice. The entire team has provided excellent care for my family members, with efficient appointment availability and high-quality telephone consultations. I am grateful for the support provided by all staff members.

Helpful staff made registration straightforward

Always supportive and quick to respond. I'm pleased I chose to register at this practice.

Reception staff were dismissive and unhelpful

This practice has been disappointing. There have been ongoing issues with accuracy in various aspects of care, unhelpful interactions with front desk staff, concerns about the quality of clinical guidance received, and problems with prescription management. Overall, the experience has been frustrating and falls short of expected standards.

Receptionists who actually go the extra mile

I am delighted with my experience at this medical practice. The reception team in particular have been exceptionally helpful and professional. Their service is truly outstanding. Whether I contact them by phone or visit in person, they consistently go the extra mile to assist me. I am very grateful for their support and dedication. I would encourage others to treat them with kindness and respect.

Reception staff listened and got me seen quickly

I registered with this practice approximately 16 months ago but had not actually used the service until recently. The reception staff were helpful and friendly. I explained my situation, they listened and I was given an appointment for the following day which I felt was very acceptable. When I attended for my appointment, despite the reception being busy with a queue of patients, others coming and going plus telephone calls I was again greeted by a very pleasant and helpful receptionist. Thank you. I should also say when I saw the clinician, they were down to earth, easy to understand, gave sound and straightforward advice. I went in the surgery with some apprehension but left feeling much relieved. Thank you to all concerned.

Friendly reception staff made the visit pleasant

Outstanding medical practice

Reception staff laughed at my wrong number call

I accidentally contacted this practice when I had intended to reach a different clinic. When I realised my mistake, the receptionist's response included what felt like dismissive laughter delivered in a condescending tone. I found this approach unhelpful when I was simply seeking guidance on where to direct my enquiry. Working in healthcare myself, I would hope that callers seeking assistance from a medical practice would be treated with greater courtesy and respect.

Practice ignores feedback from patients

Given the numerous negative comments visible, one might expect the medical team to take notice and make improvements. It seems counterproductive for the practice leadership to ignore these concerns rather than address them directly. We have recently had a disappointing experience ourselves, which has given us insight into why others have shared similar feedback. The overall rating reflects widespread dissatisfaction, and frankly, we feel the score does not adequately represent the level of concern, as we would have preferred to give a lower rating if the system had allowed it.

Reception staff lack privacy awareness on phone calls

The reception experience has been disappointing. There are concerns about privacy during phone conversations, as personal information can be overheard by others in the waiting area. The approach taken often lacks understanding and typically involves suggesting a visit to the pharmacy first. However, this creates a frustrating cycle where the pharmacy then questions why the surgery referred you and recommends returning to the doctor, as they are unable to help. This experience has been discouraging enough to prevent visits to the surgery on several occasions, with a preference to manage issues independently rather than face the reception interaction. There appears to be a noticeable difference in how reception staff behave when clinical staff are present, becoming noticeably more pleasant at those times. The clinical staff themselves have been genuinely friendly and helpful when appointments are secured.

Phone queue turned away with chest pain

I contacted the practice for the first time in several years to request an appointment, calling on a Monday morning due to experiencing chest discomfort. I was informed that no appointments were available until Wednesday at 10am. When I explained that I work full-time running my own business and could not attend at that time, I was directed to an alternative walk-in centre. I expressed frustration with this suggestion, feeling the wait time was unacceptable given my symptoms. I am dissatisfied with how my request was handled and the response I received. I intend to lodge a formal complaint and am considering changing to a different practice. The overall experience reflected poor service standards, and I would not recommend this surgery to others.

Felt dismissed and unheard during appointment

I recently attended an appointment with a clinician and left feeling very upset. I felt dismissed and belittled throughout the consultation. When I attempted to discuss my concerns, I did not feel heard or taken seriously. The experience has left me reluctant to return for future appointments with this practitioner.

Rude reception staff undermined my care

The clinical staff are excellent, however the front desk team could be more welcoming. Their manner makes me feel as though I'm imposing on the doctor's time, and I tend to leave appointments with prescriptions that may not always be necessary.

Friendly staff made me feel welcome

All members of the medical team are wonderful.

Reception staff could be more helpful

A couple of the medical staff are excellent, I won't deny that, but I've found certain members of the reception team to be rather unfriendly and not particularly helpful.

Single doctor provided excellent continuity of care

There is one particular clinician at this practice who, in my view, makes the entire establishment deserving of the highest rating. I have experienced significant health concerns over recent years and have consistently received excellent care from this individual.

Welcoming surgery that's great with children

A commendable medical practice, particularly for families with young patients. It's difficult to imagine a better healthcare facility.

Prompt assessment and professional treatment received

I appreciate the care provided. The assessment and treatment were timely and conducted professionally, which was exactly what was needed.

Reception staff were dismissive and unhelpful

Some members of the reception team, particularly one of the longer-serving staff members, can come across as quite abrupt when interacting with patients. There have been instances where the approach felt dismissive regarding whether a visit to the doctor was necessary, despite the clinician subsequently providing treatment and requesting a follow-up appointment. The manner of communication lacks warmth and could benefit from additional training in patient-facing skills. The telephone interactions in particular can be discouraging and make patients reluctant to book appointments. There appears to be a notable difference in demeanor when staff are in front of clinical staff, where the behaviour becomes considerably more pleasant. It seems the clinical team may not be fully aware of how the patient experience differs during reception interactions.