Unity Health - Kimberlow Hill Surgery

Quick appointment fit in when needed

I had a great experience at my appointment today. I called ahead to see if same-day availability could be arranged for my sore throat concern. The clinician was very kind and accommodating, managing to schedule me in promptly and demonstrated genuine care throughout my visit. I'm aware of broader challenges within general practice, but I wanted to take the opportunity to express my appreciation for the attentive service I received.

Helpful practice despite modern medicine's limits

The practice demonstrates genuine effort in providing care, with any shortcomings largely reflecting the constraints of contemporary healthcare rather than individual failings. I was somewhat let down when my decision to decline a particular medication wasn't fully aligned with, though the clinical staff and administrative team throughout the practice are truly outstanding. Five stars.

Practice removed prescriptions without warning contact

My husband, who manages a chronic condition requiring regular medication, has experienced what feels like inadequate care from this practice. On multiple occasions, his repeat prescriptions have been discontinued without prior notification, resulting in significant delays in obtaining essential medications through out-of-hours services. When we raised concerns about this, the practice indicated the prescriptions were stopped due to an overdue routine appointment that he had not been informed about. While I recognise the pressures faced by NHS staff, I found this situation deeply concerning and disappointing.

Helpful staff made booking straightforward

Prompt and consistently supportive. Much appreciated.

Reception staff unhelpful with repeated communication failures

This was arguably the poorest experience I have encountered with healthcare services. I made three separate attempts to get in touch through different channels, all without receiving a response. The reception staff interaction was dismissive, and delays occurred at every stage of trying to obtain assistance. Approximately one month prior, I submitted an email regarding my concern. Following a two-week delay, I received a reply instructing me to book an appointment and contact reception by phone. Given the practice's proximity, I chose to visit reception in person instead. The encounter with the receptionist proved to be condescending and unwelcoming. When I explained my wish to arrange an appointment, I was informed that a link should have been sent via email—which I had not received. I mentioned this several times, but rather than progressing the matter, the receptionist engaged in repeated disagreement about whether the link had been sent. Only when I took steps to move the conversation forward did we proceed. Subsequently, when I attempted to mention that a previous healthcare provider had not followed up on an appointment I had made, the receptionist disputed this and argued with me again about whether the situation had actually occurred. Eventually, I was told a link would be sent so I could complete the booking. Several days passed without the link arriving. During this time, my symptoms returned and deteriorated. I telephoned reception once more and was assisted by a more supportive receptionist. However, I was again assured that a link would be provided. A week has now elapsed since that call, my symptoms have recurred twice, and the link has still not materialised. Following a call to the out-of-hours service today, I was advised to attend the emergency department. A matter that could have been resolved weeks ago has now escalated to requiring emergency care.

Relaxed appointment with helpful service

The appointment was relaxed and the care provided was satisfactory.

Quick and easy blood test booking process

I have had mixed feelings about my care overall. While I experienced what I felt were inaccurate diagnoses on multiple occasions, which led me to seek private treatment, my recent interactions with the booking process for blood tests and receiving my results have been very positive and straightforward. The staff have been welcoming and approachable throughout, though I was disappointed not to receive a referral to a specialist or what I considered to be an accurate diagnosis.

Clean facilities but frustrating appointment booking process

I've had a range of experiences at this practice, but I recognise they're working hard within a healthcare system that faces significant funding constraints affecting their ability to operate effectively. The facility itself is pleasant and spacious, with a generous waiting area, cleanliness standards, and complimentary water available. Be mindful of parking restrictions displayed in the car park when visiting. The practice is accessible for students, though the registration process can be lengthy. I was registered relatively quickly in the past due to urgent circumstances requiring prompt care, but students seeking routine appointments should expect a longer registration timeline. It's advisable to begin the registration process at your earliest convenience. Some reception staff demonstrate kindness and understanding. However, there is at least one receptionist whose approach lacks empathy, and I find interactions with them uncomfortable. This individual appears indifferent to patients' concerns and doesn't seem invested in positive outcomes. They give the impression of channelling personal frustration onto patients. The majority of other reception staff range from adequate to pleasant. The practice's operational approach is somewhat unconventional. Rather than booking direct appointments, patients are typically placed on a waiting list to schedule an appointment several weeks ahead. When attempting to book through provided links, available slots are often unavailable. Even when urgent GP appointments are recommended by NHS 111 or the NHS website, routine appointment timescales have been applied. The practice offers dedicated staff for sexual health and menstrual concerns, and appointments are made with these specialists. If seeking specialist referrals, it's important to request a GP appointment, as these specialists cannot provide referrals. Appointment availability is generally limited. It's frustrating that you're typically not assigned a consistent clinician but see whoever is available. Having attended regularly, I've encountered various staff members multiple times. Most have been considerate and caring. Only one or two seemed dismissive of my concerns, and I haven't seen them subsequently. It's worth acknowledging that due to public healthcare funding pressures, the practice appears to prioritise private patients. This likely reflects broader patterns across similar services. This isn't a criticism of the practice, as they're managing financial realities as best they can. I rate this five stars to acknowledge the team's dedication, recognising their circumstances aren't within their control. Certain staff members would benefit from additional training in patient-centred communication, as this would strengthen the practice's overall reputation.

Kind and understanding staff made all the difference

Absolutely wonderful, compassionate and considerate team members throughout the practice. A genuinely delightful experience from the front desk personnel through to all clinical professionals.

Receptionist dismissed my emergency call too quickly

The receptionist's manner was quite abrupt and unhelpful when I rang to request an urgent appointment. The call was ended very quickly without proper consideration of my concerns. I found their approach particularly frustrating given the nature of my health worries at that time. I would rate this experience far lower if the system allowed it.

Receptionist was dismissive and unhelpful

Unhelpful front desk experience

Long waits and unclear parking information

Attended the clinic with my partner and experienced a wait exceeding one hour in total. Approximately two weeks afterwards, received a parking charge for exceeding the 1.5 hour limit imposed by the private parking operator. The appointment letter received beforehand made no reference to parking time restrictions, nor was this information displayed within the clinic itself. During the wait, staff suggested taking a break to walk around and get refreshments, which in hindsight was not particularly practical given the parking time constraints.

Prompt responses to health concerns

Over the past several weeks, the practice at this location has provided outstanding care. Both my spouse and I have experienced swift and high-quality attention to our health concerns. The clinical staff, nursing team, and front desk personnel have all demonstrated efficiency and courtesy throughout our visits. Thank you

Operations team resolved my shared care issue efficiently

I relocated from my previous practice because they were unable to assist with a matter involving coordinated care from another healthcare provider. When I requested an appointment, they were reluctant to arrange one and instead suggested I consider changing practices. I subsequently made the switch to my current surgery. I began working with the operations lead at my new practice, and found her to be exceptionally helpful. She provided valuable guidance and facilitated appointments that led to the outcomes I was seeking. Interestingly, I later discovered that my previous practice actually had the same policy regarding this issue. I have attended multiple appointments, including a respiratory health review that was unrelated to my original concern. I was particularly impressed by the clinical nurse and the quality of information she provided. Over the past year, I have had approximately 8-10 of these reviews annually, and I noticed that my respiratory symptoms have significantly improved. I am now considering whether I need to continue my current medication. The nurse has suggested an additional assessment to confirm this would be safe, and I have another appointment scheduled for this purpose. I was able to resolve my initial concern through communication with the practice team and appropriate testing, without needing to see a doctor. Given my background working in healthcare and supporting people through rehabilitation and claims processes, I have insight into how healthcare services operate and are structured. I believe this approach demonstrates how the NHS can function more effectively. Medical professionals do not have all the answers, and the support I have received from this team has given me considerable confidence that this is the right practice for me and my family. I plan to register my family members here as well.

Reception staff sorted everything out efficiently

We recently relocated to the area and registered with this practice, requiring assistance with several intricate matters. The front desk and administrative team are exceptional, consistently displaying warmth and approachability whilst handling everything with great efficiency. They frequently went the extra mile to ensure I could obtain all the support I required. The clinical staff have demonstrated genuine care, expertise and competence throughout my interactions, and I would strongly encourage anyone new to the area to consider registering here.

Reception staff were dismissive and unhelpful

Disappointing, unprofessional and concerning experience. I would not recommend this practice if you prioritise your health. I was unable to secure an appointment with a clinician, so cannot comment on that aspect of care. However, the reception staff interaction was unpleasant and their manner was unsuitable for a patient-facing role.

Helpful prescription support on a Friday afternoon

Extremely helpful in resolving a medication matter via telephone during late Friday hours.

App responses quick, callback system beats waiting

After noticing several unfavourable reviews, I felt compelled to share my own positive experience since registering with this practice earlier this year. The team members are genuinely pleasant, and I receive prompt responses through the messaging system whenever I contact the surgery. While telephone wait times can occasionally be lengthy, the option to remain in the queue and receive a callback is far preferable to holding the line. I've been seen by a clinician who has been exceptionally supportive and attentive, making me feel genuinely listened to and recommending investigations that hadn't been suggested during previous appointments elsewhere. The practice demonstrates excellent care coordination, proactively reminding me about routine health checks and assisting with scheduling appointments for my young child's preventative care. I have no complaints about the surgery. Given the pressures facing healthcare services currently, I'm pleased with how promptly I'm able to access appointments.

Quick appointment when calling in the morning

I believe certain reviews here don't reflect the full picture. As a long-standing patient of more than a decade, I've consistently found the practice to be available whenever I've required their services. Just recently, I rang early in the day requesting an appointment and was able to be seen within a few hours. The entire team—from reception through to clinical staff—demonstrated exceptional professionalism, compassion and attentiveness throughout my visit. I have no complaints about the standard of care provided.

Dismissed without listening to my symptoms

The staff came across as unwelcoming and dismissed me quickly, directing me elsewhere without properly listening to what I needed to discuss. I would hesitate to return. The interactions felt dismissive and impersonal. While I acknowledge this may not always be the experience, it occurred on both occasions I attended.