Kilmeny Group Medical Practice

Efficient blood test with minimal fuss

Had a very positive experience with an efficient and painless blood test appointment this morning. Really appreciate the NHS service.

Frustrated with limited options for change

My experience seems fairly typical, I suppose. I do have a question though – is it feasible to switch to a different practice? I think patients should be able to express their preferences through their choices to encourage improvements. However, I'm concerned that if I make a change, I might find myself without a GP altogether.

Rushed appointment left concerns unaddressed

The medical professionals did not appear attentive to patient needs. My spouse attended a one-to-one consultation that lasted approximately five minutes, and when she raised an additional concern, she was instructed to schedule a separate appointment despite having remaining time available in the current slot. This approach seems counterproductive given the pressures on emergency services. It would be beneficial if the practice offered extended hours and shift-based staffing to accommodate more patients, similar to healthcare systems in other countries. Overall, the service fell short of expectations.

Quick to arrange appointments and answer queries

The practice has consistently been prompt in scheduling appointments and addressing any concerns I've raised. My GP has been my healthcare provider throughout my life, and I have always been satisfied with the care received.

Long wait for callback, then missed call confusion

I attended for a medication review appointment that was scheduled as a telephone consultation. After waiting for an extended period, I received a text message indicating that I had missed the call. However, I had not received any incoming call during the time I was waiting. Upon checking, there was no record of an attempt to contact me. I have now had to arrange another appointment, and given current scheduling, it may take considerable time before this can be arranged.

Long wait for post-surgery support call

I am very disappointed with the care my husband has received. Following a significant surgical procedure, he is struggling with his recovery and experiencing sleep difficulties. When I contacted the practice on Thursday to seek support, I was informed that a callback would not be available for two weeks, which felt like an inadequate response to his current needs.

Website problems made booking impossible

This has been by far the most frustrating practice I have ever been registered with. The online appointment system is not functioning as it should be, which means I am unable to book appointments through that method. Without this option available, I have found myself unable to arrange a consultation. I am extremely disappointed with this situation.

Online booking system needs serious improvement

Attempting to book an appointment using the new online system has proven to be quite frustrating.

Long phone queues made booking difficult

I had to spend an extensive amount of time waiting on hold while attempting to book an appointment for a family member who is unable to access online booking systems. The experience was extremely frustrating.

Practice lost urgent test letters and didn't follow up

Communication regarding specialist correspondence and test results was not handled as effectively as needed, with insufficient follow-up during a period of significant health concerns. Accessibility to the practice proved challenging when attempting to make contact. These experiences have been frustrating and stressful, particularly given additional responsibilities outside of healthcare. As a result, the decision has been made to transfer care to an alternative practice.

Long phone wait before being told to use online forms

I recently attempted to arrange an appointment for my son and spent over thirty minutes trying to reach someone. I was informed that the practice now exclusively handles appointment requests through online forms. I found this approach deeply frustrating. The shift away from telephone bookings feels misaligned with what I believe healthcare should prioritise, and I am very disappointed by this change. I have decided to transfer to a different GP practice and would advise others to consider alternatives. Having been registered here for a considerable time, I am particularly surprised by this development. The clinical staff are competent and supportive, however I feel the practice is managed with financial priorities taking precedence over patient care and wellbeing. I am very dissatisfied with how the service is currently operated.

Booking errors and dismissive phone responses only

I would not recommend this service. After waiting weeks for an appointment, I was given an incorrect booking slot. Subsequently, my young children have frequently required emergency department care or hospital admission, as the practice has either deemed them insufficiently unwell for GP assessment or provided diagnoses and treatment that I felt were inadequate or delayed. During separate consultations, I received feedback suggesting my concerns about my younger child's respiratory symptoms were excessive, when they were later found to have a serious respiratory condition requiring extended hospitalisation. Another assessment incorrectly identified a different condition, when the actual diagnosis was more serious and required hospital treatment. Most recently, I was advised to manage my older child's symptoms with long-term pain relief and to wait for infection to develop before GP intervention would be considered, as the case was not classified as urgent. The practice indicated they would not pursue a specialist referral, and I have since sought private specialist assessment due to the ongoing nature of the symptoms. Additionally, I remain awaiting responses to complaints submitted several months ago. I am frustrated by the communication approach, particularly the reliance on text messaging for healthcare matters involving children, when direct conversation would be more appropriate. The lack of callback responses has compounded these concerns. In a further development, I have been waiting several months for a referral for specialist assessment. Despite submitting a written request with explicit reference to my statutory right to choose the service provider, the response indicated a plan to contact me to re-refer to a different service, which I felt did not acknowledge my stated preference. This experience has left me very dissatisfied with how my requests have been handled.

Online registration system repeatedly broken and unhelpful

I concur with the sentiments expressed in the preceding feedback and share those concerns entirely. This service appears to be falling short of its intended function and arguably contributing to patient difficulties rather than alleviating them. The standardised replies provided in response to multiple reviews consistently direct individuals to access a particular webpage, which displays a message stating: "Due to technical issues access to register as a new patient online is currently suspended. We are sorry for any inconvenience, whilst we work to resolve these issues. If you wish to register as a new patient, please visit your chosen surgery and request a registration form." This approach feels dismissive and unhelpful given the circumstances patients are facing.

Impossible to reach a doctor by phone

This practice was once satisfactory, but has significantly declined. If it were possible to award zero stars, I would do so. Obtaining contact with a clinician has become extremely difficult. I telephoned the surgery, spoke with reception staff, and was informed that a GP would return my call. However, this callback never materialised. I find this situation deeply disappointing.

Reception staff dismissive of phone appointment requests

I had a negative experience when contacting the practice by phone. The receptionist came across as dismissive and curt, showing little consideration for patients who struggle with digital access or lack familiarity with online booking systems. After waiting on hold for an extended period, I was unable to secure an appointment. When I attempted to ask clarifying questions or seek further assistance, the call was terminated. Overall, I found the service to fall significantly short of acceptable standards.

Reception staff were dismissive about appointment availability

Called on a weekday regarding scheduling an appointment for a procedure and was informed that the required clinician would not be available until later in the week, with instructions to contact again at that time. The receptionist's manner came across as somewhat curt and dismissive. When calling back as instructed, an automated system indicated that all available slots for that day had been filled, with a suggestion to attempt booking at a later time. It feels frustrating that direct communication with staff members is not readily available for appointment inquiries.

Impossible to book an appointment through any channel

I have made several attempts to secure a GP appointment at this practice without success. When calling at the earliest opportunity in the morning as advised, I encounter an extended automated message indicating high call volumes, after which the line disconnects. Visiting the surgery in person to book an appointment resulted in being informed that appointments cannot be reserved through the reception desk. The online booking system similarly shows no available slots. The appointment access system appears inadequate for patient needs. I am managing multiple ongoing health conditions and am currently experiencing significant symptoms that warrant medical attention, yet I am unable to obtain even a brief telephone consultation. This difficulty in accessing care raises concerns about the broader impact on healthcare services and patient wellbeing.

Reception refused to book appointments at the window

This practice is extremely frustrating to deal with. The staff always seem overwhelmed. There appears to be significant chaos at the front desk, and patients are not being registered or offered appointment slots through the reception area. I question why access to see a healthcare professional is being restricted at the reception desk. When calling, I'm repeatedly told there are many people ahead in the queue. It's puzzling that during quieter periods there appear to be very few patients being seen despite claims of being at capacity. The approach taken feels ethically questionable and suggests patients are not receiving adequate care. When medical assistance is unavailable and phone lines go unanswered, it raises serious concerns about whether the service should continue operating and accepting NHS funding. The situation feels like it has reached a critical point where urgent change is needed.

Couldn't get through after calling multiple times

I am very disappointed with this service. I had to contact the out-of-hours line regarding a health concern and subsequently attempted to reach the practice on multiple occasions over several days, requesting a callback that never materialised. I understand that minor issues may experience delays, but given the nature of my concerns and my ongoing medication needs, I felt this matter warranted prompt attention. I have the impression that the practice is understaffed or difficult to reach. On the occasions when I have managed to speak with someone, I have been directed to call back again. I have now made numerous attempts to get through to the practice. I am very frustrated with the level of service provided.

Impossible to reach surgery during medication crisis

I have been attempting to arrange a medication review for several weeks. When I follow the instruction to call back after 11am, I find myself unable to reach anyone as the line indicates that only emergency calls are being accepted, and I am asked to try again the next working day. I need to submit a prescription request, which I understand cannot be processed without speaking to a clinician first. However, I am struggling to establish contact given the current call handling system. I am very frustrated with the service, which I feel has deteriorated significantly since the introduction of a particular system. When I have visited the surgery in person, I have been directed to telephone instead, which seems counterproductive. I am now running low on essential medications, and this situation has left me feeling that my needs as a patient are not being prioritised by the practice.