Kilmeny Group Medical Practice
Poor! (88 reviews)
Poor! (88 reviews)
Feedback reveals significant and persistent challenges with appointment access, with patients reporting difficulty reaching the practice by telephone, prolonged waiting times, and limited availability of consultation slots. The online booking system and telephone appointment process have been sources of considerable frustration, particularly for patients unable to access digital platforms or those seeking flexible scheduling options. Communication failures are evident across multiple service areas, including unresponsive callback systems, delayed prescription processing, and inadequate follow-up on scheduled appointments.
Where clinical staff have been accessible, patients consistently report professional and supportive interactions, with several noting competent care delivery. Reception experience has been mixed, with some patients describing courteous and helpful assistance whilst others report dismissive or curt interactions that left them feeling their requests were treated as unreasonable. The practice environment is generally described as welcoming and accessible, though some accessibility concerns have been raised regarding wheelchair access and digital barriers for elderly patients.
Service quality appears inconsistent, with notable variation in patient experience depending on which systems and staff members are encountered. Recurring themes include difficulty securing timely appointments, challenges with prescription management, and communication gaps that have resulted in delayed care and patient frustration. Several patients have transferred to alternative practices citing these systemic issues, whilst others report satisfaction with clinical care when appointments are eventually obtained.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
Respond to patient reviews
Monitor satisfaction trends
Generate CQC evidence reports
Claim & Manage ProfileShows how often this practice responds to patient reviews and feedback.
Feedback reveals significant and persistent challenges with appointment access, with patients reporting difficulty reaching the practice by telephone, prolonged waiting times, and limited availability of consultation slots. The online booking system and telephone appointment process have been sources of considerable frustration, particularly for patients unable to access digital platforms or those seeking flexible scheduling options. Communication failures are evident across multiple service areas, including unresponsive callback systems, delayed prescription processing, and inadequate follow-up on scheduled appointments.
Where clinical staff have been accessible, patients consistently report professional and supportive interactions, with several noting competent care delivery. Reception experience has been mixed, with some patients describing courteous and helpful assistance whilst others report dismissive or curt interactions that left them feeling their requests were treated as unreasonable. The practice environment is generally described as welcoming and accessible, though some accessibility concerns have been raised regarding wheelchair access and digital barriers for elderly patients.
Service quality appears inconsistent, with notable variation in patient experience depending on which systems and staff members are encountered. Recurring themes include difficulty securing timely appointments, challenges with prescription management, and communication gaps that have resulted in delayed care and patient frustration. Several patients have transferred to alternative practices citing these systemic issues, whilst others report satisfaction with clinical care when appointments are eventually obtained.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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H2 H.
4 years ago
Bad!
Left feeling worse than when I arrived
The consultation left me feeling more distressed than when I arrived, and I found the interaction unhelpful overall.
Leanne S.
4 years ago
Bad!
Impossible to get through on the phone
The service provided was deeply disappointing, with significant difficulties in making contact and securing an appointment slot.
Paul K.
4 years ago
Bad!
Impossible to book an appointment with anyone
The appointment booking process was extremely frustrating, as it proved very difficult to secure a consultation. The reception staff were unhelpful when attempting to arrange a visit.
Sam W.
4 years ago
Bad!
Phone lines cut off without proper queuing
This practice appears to be among the less satisfactory options in the vicinity. The telephone system frequently indicates that lines are occupied before disconnecting calls and requesting that patients ring back at a later time. I have personally experienced this issue while at the surgery itself, dialling the practice number only to be disconnected despite hearing no indication of an incoming call, with the same message about line capacity being provided. Securing an actual consultation appointment requires navigating through multiple steps and considerable persistence.
Jaw J.
4 years ago
Bad!
Hard to book an appointment here
A charming surgery with an amusing and memorable name. However, if you require access to a general practitioner, you may find yourself disappointed.
April B.
5 years ago
Bad!
Long wait times and poor management
Poor experience at this practice. Management and overall operations fell short of expectations.
Pamela H.
5 years ago
Bad!
Long phone queues make appointments difficult
I have been waiting on the phone for a considerable amount of time and there are still many people ahead of me in the queue. It is extremely frustrating to try to reach this surgery, and obtaining an appointment or medication refills proves to be quite difficult. Additionally, I found the website to be unhelpful and poorly designed.
Bobby B.
5 years ago
Bad!
Email request for carer letter went unanswered
I contacted the surgery via email to update my registration status as an unpaid carer, as I needed a letter to support an application for assistance related to coronavirus. My spouse, who has significant health vulnerabilities, required this documentation. When I followed up with a phone call, I was given information about how to proceed, but the promised communication did not arrive as expected. I was disappointed that the support I needed was not provided as indicated.