Kilmeny Group Medical Practice

Long wait on phone then disconnected

Spent three hours waiting on the telephone line only to be informed that call volumes were exceptionally high, after which the connection was lost. The service provided was disappointing. It is understandable why emergency departments face such significant demand.

Long wait times for pharmacy service

Appears to fall short of expectations. The associated pharmacy service also presented difficulties, with a considerable wait experienced when collecting our medication. It is unclear how this situation continues to persist.

Impossible to book appointments by phone at eight

Extremely disappointing experience at this practice. The appointment booking system requires calling at 8am, which is very difficult to get through at that time. When I attempted to book in person, I was informed that telephone booking at 8am is the only option available. Previously, when I have managed to secure appointments, they have also been conducted by phone. I find it frustrating that if the clinical staff are unable to offer in-person consultations, it creates additional pressure on hospital services.

Struggling to reach the practice by phone

Unable to reach the practice by telephone. The patient portal appears to be temporarily inaccessible once more.

Repeated cancellations delayed urgent medical care

If I could rate this practice lower, I would. The patient's medical records went missing a considerable time ago and she has been on a waiting list for an extended period awaiting a diagnosis. Following an appointment earlier this year, she is now awaiting medication, though a preliminary health check is needed first. She has rearranged her work commitments on two occasions to attend this appointment, only to have it cancelled shortly before. As a result, her follow-up consultation has been postponed by several weeks. The experience has been deeply frustrating. It appears medication may not be available for several months.

Struggling to book appointments within weeks

It has become increasingly difficult to secure either face-to-face or telephone consultations within a reasonable timeframe. The practice's overall service quality appears to have declined over the past couple of years.

Long wait for callback, told to ring elsewhere

I experienced a lengthy wait of more than two hours to receive a telephone consultation. I was quite dissatisfied when informed that I should contact the out-of-hours service or attend the emergency department if I believed my symptoms were serious, as there were no clinicians available for the remainder of the day.

Couldn't rely on appointment times

Inconsistent service delivery, to put it plainly.

Staff were polite and helpful throughout

The team demonstrated helpfulness and courtesy throughout my visit.

Struggling to book an appointment by phone

How can I book a consultation? I've called first thing in the morning on multiple occasions this week, and within minutes I'm directed to an automated message stating that only urgent cases are being seen. The clinical team have always been excellent and I have no issues with their care, however accessing an appointment has become increasingly difficult.

Doctor didn't read notes before appointment

I attended appointments with a particular clinician on two separate occasions and found the manner to be dismissive and condescending. When I attempted to discuss a family member's health matter, I was told this couldn't be discussed, despite the relevant consent being documented in the medical records. The clinician acknowledged they had not thoroughly reviewed the notes beforehand. I mentioned that I had been managing this family member's care for two years without encountering such refusals from other practitioners, to which the response suggested this was unusual, implying that my previous experiences may have involved oversight of proper procedures. Regarding my own care, the clinician questioned the suitability of a long-standing treatment I use and recommended alternatives, despite my explaining that various options have been explored over many years. Due to these concerns about the quality of the interaction and clinical approach, I have decided to raise a formal complaint through the appropriate NHS channels. The experience was disappointing, particularly as my interactions with other clinicians at the practice have consistently been professional and supportive.

Struggling to reach the practice by phone

I have been attempting to secure an appointment for several weeks without success. The telephone lines consistently go unanswered, with only an automated message indicating that the practice is currently occupied. It is difficult to understand how one is meant to arrange an appointment under these circumstances.

Friendly staff and reasonable waiting times

The team members are welcoming and courteous, offering assistance where possible. Wait times are typically manageable and the environment maintains a professional standard.

Struggling to get appointments or callbacks

Disappointing experience at this practice. Securing appointments and receiving callbacks proves extremely challenging. While I recognise that GP surgeries face widespread pressures, this particular practice appears to lack effective management and has seemingly lost sight of patient care values.

Frustrating phone system blocks access to appointments

When calling in the mornings, an automated system instructs you to ring back at a later time, yet when you do call back the same morning, you are informed that only urgent cases are being handled. On another occasion, I called with what I considered an urgent matter in the afternoon but was told to end the call unless an ambulance was required. That service would surely be better directed to the emergency number. I subsequently attended the hospital myself the following day. This confusing appointments process clearly has significant scope for improvement. The clinical team members are considerate and supportive whenever they can be reached.

Staff attitude felt dismissive and patronising

I have found the approach of the team at the surgery to be somewhat dismissive, and I have experienced telephone consultations with clinicians that felt unhelpful and condescending in manner, as though my health concerns were an inconvenience. I am frustrated with the continued reliance on remote appointments during the post-pandemic period, particularly when issues require an in-person assessment. I feel that the pandemic has contributed to a shift in attitude among healthcare staff, making them appear less accommodating and more resistant to patient needs, which is disappointing. I believe that the management of other health matters should not be deprioritised in favour of pandemic-related protocols.

Phone queue left me waiting then disconnected

I initially received an automated message instructing me to call back during standard operating hours, which seemed odd given that I was calling in the afternoon. After deciding to wait, I was placed on hold for approximately 25 minutes while listening to repeated assurances that my call was valued. The call then disconnected unexpectedly. I found this experience to be quite disappointing.

Surgery doesn't return promised callback calls

How is this practice able to remain operational? Communication is extremely difficult to establish, and there appears to be a lack of follow-up on scheduled callbacks that were arranged through NHS services. The practice would benefit from significant improvements in accessibility and responsiveness to patient needs.

Polite practice that listens and responds

I have experienced no issues with this practice. The team has consistently demonstrated politeness and honesty throughout my interactions. While there are occasional waits, this is understandable given current circumstances. I have always been able to receive appointments or speak with a clinician whenever necessary. Thank you for the excellent service you provide. Xx

Practice dismissed concerns without proper discussion

The practice won't provide information about medication interactions with current prescriptions, raising questions about what services are actually offered and whether staff possess appropriate qualifications. There appears to be a significant gap in duty of care. I was asked to attend the surgery to discuss my concerns, but felt dismissed during the appointment. The practice has declined my subject access requests on two occasions with explanations I found unconvincing, and has also refused a specific test that I believe would clarify information provided to me as a patient. It's worth being aware that raising complaints may result in being discharged from the practice.