Kilmeny Group Medical Practice

Friendly staff who really listened

The entire team demonstrated warmth and attentiveness throughout my visit.

Couldn't get through on the phone

This practice has not met my expectations.

Practice didn't call back after declining appointment

I reached out to request an appointment for a health concern. I followed up with a call the next day, but was informed that an appointment wasn't deemed necessary. When I asked for clarification on this decision, I felt let down by the response. I was told someone would contact me to discuss further, but this callback never happened, nor did I receive any message. While I recognise that services must prioritise cases, I felt this approach didn't support my situation well. The outcome resulted in me losing a working day and incurring additional expenses.

Reception staff made me feel welcomed

I consistently receive excellent care at this practice, from the moment I arrive and interact with the welcoming and attentive reception team, through to the dedicated clinical staff who provide my treatment. I have great respect for their commitment, understanding and composure when dealing with challenging situations and demanding patients.

Long wait times despite strict punctuality rules

My daughter attended an appointment today and experienced a significant wait of almost an hour before being seen, despite the practice being quite strict about punctuality expectations from patients. The service could certainly be improved in this area.

Struggling to reach the practice by phone

Difficulty reaching the practice by telephone, with extended waiting periods to connect with someone.

Quick online booking and same day appointment

I completed the online questionnaire within an hour and was subsequently offered an appointment slot for later that same day.

Quick response to same-day appointment booking

Excellent experience overall. I completed the online submission during the afternoon and received a callback from the reception team within approximately an hour to arrange an appointment. The consultation was scheduled for later that same evening. The clinician was engaged and supportive throughout the visit. Much appreciated.

Surgery closed when it should be open

It's mid-afternoon on a weekday and the surgery appears to be closed. I'm unable to obtain a repeat prescription. This practice is disappointing.

Building access issues and rushed consultation experience

The facility does not appear to be wheelchair accessible. I contacted the practice to arrange an appointment for a referral to a fitness programme. I was seen by a nursing professional who posed several questions regarding my weight, body mass index, blood pressure, and cardiac history. Throughout this consultation, the clinician remained focused on their computer screen. No clinical assessments were performed, and I felt the clinician did not make eye contact or acknowledge my presence or that of my accompanying support person, even during our departure. I left feeling concerned about the quality of care provided. The experience felt dismissive and did not feel patient-centred or welcoming.

Helpful and professional across multiple visits

I have attended the practice on three separate occasions over the past month, and on each visit the clinical staff members demonstrated genuine helpfulness and maintained a high standard of professionalism throughout my appointments.

Frustrating system makes getting help difficult

Would rate lower than one star if possible. You end up having to handle everything independently and still fail to receive adequate assistance. The issue isn't with the practice itself but rather the system structure that's in place, which is quite disappointing.

Impossible to book appointments with a doctor

The situation is becoming increasingly difficult. It's extremely challenging to secure an appointment for even a basic consultation, let alone an in-person visit. The current process involves speaking with unfamiliar staff members over the phone who ask personal questions, followed by an uncertain wait to determine whether you'll eventually speak with a clinician. This feels unfair to patients who genuinely need access to care. As someone with a disability, I haven't had direct contact with my healthcare provider in several years, which doesn't seem acceptable. The system urgently requires significant improvement.

Prescription phone queue impossible to reach

I regularly find that long-standing medications are removed from my repeat prescription without explanation, despite having taken them for a decade for a chronic condition that requires ongoing management. When I attempted to contact the prescriptions department urgently, I waited over an hour in the queue before the line closed without resolution. This has happened multiple times previously, with my longest wait being around two hours before being disconnected. I have made numerous attempts to reach the prescriptions team by phone without success, which raises concerns about their availability and responsiveness. Responses to queries typically take several weeks or occasionally months. After such extended waits, the initial response often suggests closing the matter rather than addressing the underlying issue, which feels dismissive of genuine concerns. I have experienced difficulties with other practices, but the level of service here has been particularly frustrating. The underlying cause appears to be a systemic lack of care and consideration for patient needs, though I cannot pinpoint the exact source of these issues. I find myself needing to take time off work repeatedly to resolve medication matters that are essential to my health and wellbeing, yet my medical requirements do not appear to be prioritised by the practice. The staff I have encountered in person have generally been courteous and supportive, which suggests the practice could function well for those with flexible schedules who can accommodate their availability.

Impossible to book appointments through new system

This practice has implemented a system that feels outdated and frustrating. The appointment booking process remains challenging, and communication with clinical staff can be difficult to arrange. Some members of the reception team could be more accommodating, as interactions sometimes leave patients feeling their requests are unreasonable.

Promised callback never arrived as expected

Once again a clinician indicated they would contact me for a follow-up appointment to assess how a prescribed course of medication had progressed. Unfortunately, the treatment did not appear to be effective, as I continued to experience respiratory symptoms. However, I had come to anticipate this outcome, as I have grown accustomed to appointments not proceeding as initially arranged.

Prescription delays and phone lines frustrating

The practice was previously satisfactory, however there have been noticeable delays in prescription authorisation processes. Additionally, reaching the surgery by telephone has become increasingly difficult.

Appointment availability got worse after merger

Securing an appointment at this practice has consistently been challenging, and the situation deteriorated further following an organisational change. While difficult to accept, this has been my experience. I have faced considerable difficulty obtaining appointments over an extended period, and on the rare occasion I did manage to secure one in the past, the support provided was insufficient for my needs, leading me to pursue private care instead.

Still waiting for promised callback after days

I was informed that I would receive a telephone call within two days, but more than four days have passed and I am still awaiting contact. This experience has been quite frustrating.

Helpful receptionist made the visit smooth

I appreciate the excellent assistance I received during my visit today. The staff member was truly outstanding and went above and beyond to help me.