Kilmeny Group Medical Practice

Felt truly listened to and understood

The clinical team at this practice has been absolutely wonderful, and I cannot express enough gratitude for their exceptional care and support during a challenging period. Their compassionate approach and effective management throughout my treatment has been outstanding, demonstrating a genuine understanding of my needs. The level of care provided has been nothing short of excellent, and I am truly thankful.

Quick response to my medication review request

I made a request for a medication assessment and supplied the necessary information. The matter was handled promptly within a short timeframe. The service I received was satisfactory and I have no concerns to raise.

Thorough consultation and felt genuinely listened to

I cannot express enough gratitude for the comprehensive and attentive consultation I received. It was truly valued and greatly appreciated.

Surgery cleanliness needs urgent attention

The practice has an unpleasant odour that resembles a drainage issue.

Fast turnaround on form review and resolution

Excellent turnaround time. My request was processed quickly, with a resolution provided within approximately an hour and a half of submission. The service was remarkably efficient and well-organised. 5 star

Phone lines difficult to reach for elderly relatives

I have found it quite challenging to reach your practice when trying to make contact on behalf of my elderly relative. Given that this is a healthcare service, I would have anticipated that there would be provisions in place for older individuals or those who are unable to use digital platforms. When I called today, I experienced a lengthy wait time without reaching anyone. It would be beneficial if your practice could consider offering more flexible options for managing appointments and prescription requests, as this would better serve patients who may struggle with your current systems.

Friendly staff with good disabled access facilities

The practice offers a welcoming environment for addressing various health concerns, with courteous team members, adequate waiting area seating, and accessible parking facilities. The premises are well-designed to accommodate patients with mobility requirements.

Staff listened despite being very busy

Even during periods of high demand, the team demonstrated a commitment to hearing what patients had to say and making efforts to address their concerns (observed during a clinical placement).

Reception staff could show more empathy

The receptionist I encountered displayed a dismissive manner during my visit. Their approach lacked warmth and understanding, which made the interaction feel unwelcoming. I felt their communication style was inappropriate for a healthcare setting where compassion should be a priority.

Online booking system made appointment access difficult

I tried to arrange a blood test appointment for my elderly mother by calling the surgery, but was told this couldn't be done over the telephone and that I would need to use the online booking form instead. When I attempted to complete the form, I found it unclear how to input a landline number rather than a mobile phone, which prevented me from successfully submitting the request. As a result, my mother now needs to make a lengthy journey to the surgery on foot to book the appointment in person, and then make another trip at a future date for the actual test, which is particularly inconvenient given her circumstances and my inability to assist locally.

Staff went above and beyond with my requests

The team members deserve recognition given the current pressures within the health service, and they have consistently assisted me with various matters, including helping me navigate administrative processes that require considerable time and effort. Those posting critical feedback may not fully appreciate the dedication and compassion demonstrated by the younger members of staff. Five stars.

Practice refused to contact hospital for admission

I found this practice's approach to my relative's situation deeply concerning. When presenting with a serious respiratory condition, I was told to attend the emergency department without the practice facilitating direct hospital contact. This felt inappropriate given the vulnerability of elderly patients in busy waiting areas. When I insisted they make the call, they connected immediately, contradicting their earlier claim about unavailability. I felt let down by their reluctance to advocate for my relative and believe their handling of this case fell short of the standard of care I would expect, particularly for older patients.

Online booking closes when you need it most

I find myself consistently disappointed with my experiences when seeking appointments. The online booking system is promoted as being available around the clock, yet appointments can only be requested from 8am onwards, which is problematic for those who work during standard hours. I would prefer to book an appointment during the evening after finishing work, but the system closes before then. When I eventually manage to secure an appointment, I feel treated as though I am simply another case number rather than an individual patient. The practice often appears to have availability, yet the service feels impersonal. I believe the practice should return to offering in-person consultations as was previously the case. The shift towards online-only services following recent circumstances has, in my view, resulted in a decline in the quality of care provided. I would like the option to see a healthcare professional in person at my appointment and to have greater flexibility in when I can book appointments based on my own schedule rather than predetermined availability windows. These seem like reasonable expectations to me. I have given a one-star rating as I feel significant improvements are necessary. However, I suspect my feedback will not be acted upon, as has been my experience in the past.

Staff weren't helpful or friendly

The staff experience was disappointing.

Receptionists made the whole experience smooth

I have consistently had a positive experience at this practice. The front desk staff are equally pleasant and demonstrate a high level of professionalism.

Registration process caused repeat prescription delays

I recently registered as a new patient at this practice. When I submitted three registration forms, only two were processed into the system. Subsequently, when I attempted to request a repeat prescription for my child, the staff indicated they were unable to locate the patient record. This resulted in approximately an hour spent attempting to locate the details on the NHS system. Eventually, I was asked to complete an additional registration form and resubmit the prescription request. I was informed that the prescription would be ready for collection the following day, however upon arrival there was nothing available to collect. Overall, my experience with the practice has been disappointing thus far.

Helpful reception staff made booking easy

Exceptionally supportive and beneficial

Reception didn't log the referral properly

I believe the practice would benefit from improved staff competency. I contacted the surgery and spoke with reception about submitting a self-referral, and was informed it could take several weeks. When I called back two months later, I discovered that my initial contact had not been recorded or actioned in any way. This delay has been concerning given my current health situation. I feel that accountability should be addressed regarding how patient communications are being managed.

Helpful staff who listen to your needs

I consistently find the practice to be considerate and attentive to what I require. Appointments that suit my preferences are typically available when I need them.

Frustration with limited appointment availability options

I feel compelled to share my thoughts on the healthcare experience I've had. I'm puzzled by appointment scheduling practices that don't seem to account for patients already present at the facility. When told that available slots are unavailable, it would be helpful to receive alternative options rather than a dismissive response. I've found that the suggested remedies can feel overly simplistic, particularly when dealing with more complex health concerns. The waiting period for care felt lengthy and frustrating. Additionally, my experience with emergency services involved considerable delays and questioning that didn't feel particularly constructive. I believe there's genuine room for improvement across the healthcare system to better serve patients.