Unity Health - Kimberlow Hill Surgery

Difficult to get through on the phone

I would strongly advise against choosing this practice. My experience with registering here was deeply disappointing and has been one of my poorest healthcare decisions. The standard of care provided fell significantly short of what I would expect.

Registration process took far too long

I would strongly recommend avoiding this practice. The registration process was unnecessarily prolonged, requiring an in-person visit to the office to complete what should have been a straightforward administrative task. Once I managed to secure an appointment, the consultation experience was disappointing—the appointment ran behind schedule, and the actual time spent with the healthcare professional was extremely brief. During the appointment, I felt that my concerns were not properly listened to, and there was a tendency to attribute my health issues to lifestyle factors rather than conducting a thorough assessment of my symptoms.

Rude receptionists made phone calls difficult

The reception staff could be more courteous and appear to lack confidence when handling phone calls and face-to-face interactions. The main reason for continuing to use this practice is its convenient location. When patients contact the surgery while unwell, they deserve a welcoming and respectful approach rather than feeling dismissed or talked down to. There seems to be reluctance to schedule appointments, which is an unusual experience compared to other general practices.

Concerns weren't taken seriously enough

My health worries were not adequately addressed.

Patient approach helped resolve hearing issue

Had an early morning appointment with a healthcare professional. As my concern was hearing-related, the clinician demonstrated considerable patience throughout the consultation. The issue I was experiencing was addressed effectively, and I received helpful guidance on preventative measures to avoid similar problems in the future.

Receptionists were dismissive about appointment request

The reception staff came across as impatient. I visited the pharmacy for over-the-counter medication and was advised to arrange a GP appointment first to confirm what I was experiencing. When I mentioned this to the receptionist, they declined to book me in, despite the NHS guidance suggesting an appointment should be obtained before visiting the pharmacy when experiencing something for the first time. The interaction felt dismissive and curt. I would not recommend this experience.

Appointment booking process has improved significantly

I previously left a negative review regarding administrative difficulties that resulted in appointment booking complications. My most recent visit has shown considerable improvement. The team has clearly faced significant challenges in recent times, but they have made genuine efforts to address these issues and enhance their service. I appreciate their commitment and thank them for their progress.

Prescription wasn't sent despite staff reassurance

I'm asthmatic and was informed by a member of staff that my prescription had been forwarded to my new pharmacy a fortnight prior. However, when I attended to collect it a week later, I discovered the prescription had not actually been sent. This is particularly concerning given the nature of the medication involved—while it might be less critical for other types of prescriptions, an inhaler is essential for managing my condition. Without it, I could potentially experience a serious health episode. I find this situation unacceptable. The practice has had two weeks to process and send this prescription, yet it remains unsent. I'm travelling away for three weeks starting tomorrow and now face the possibility of being without my inhaler during that time. I'm disappointed by what appears to be a lack of urgency and attentiveness to patient care in this instance.

Reception staff dismissed my urgent health concern

During a period of illness with a respiratory complaint, I contacted the reception team on two occasions and felt that my concerns were not adequately addressed. Although I have consistently had positive interactions with the clinical staff, my experience with the reception team has been frustrating, as they appeared dismissive of my situation and reluctant to take ownership of assisting with my needs.

Receptionists made me feel genuinely listened to

I have been a patient at this practice for several years, having registered as a student, and following some critical feedback I believe it is important to share positive experiences. My visits have consistently been satisfactory, with the front desk team being particularly welcoming and empathetic—qualities that are invaluable when you are unwell. While extended appointment waits are sometimes unavoidable, the team members here genuinely seem to prioritise making patients feel heard and comfortable throughout their visit.

Phone queue left me hanging without explanation

I experienced a lengthy wait time on hold lasting approximately half an hour, followed by unclear audio and an unexpected disconnection from the call.

Avoid registering at this practice

I would strongly advise considering alternative options before registering at this practice.

Convenient location with efficient service and comfortable facilities

Excellent facility with convenient parking arrangements, a pleasant waiting area, and a well-organised team that operates smoothly.

Friendly staff but appointment waits are lengthy

The team members are approachable and welcoming, however there appear to be significant organisational challenges. It took approximately two months to secure an appointment for a routine health assessment. Even as someone familiar with the area, I would have reservations about recommending this practice, particularly for those who may be sensitive to environmental factors. The brightness of the waiting area is notably intense and uncomfortable, creating a need to shield one's eyes despite being indoors. During a previous visit, the process for arranging imaging took an extended period, consuming most of the day to complete. In retrospect, the imaging may not have been necessary given standard clinical guidelines for younger patients.

Practice removed patient without proper notice

I would advise against using this GP practice. My partner attempted to book an appointment recently and was informed that she was no longer registered as a patient. The practice stated she had been removed on a particular date, despite having attended an appointment at the surgery after that date. When she requested to be reinstated, the practice refused and insisted she would need to submit a new registration application. This experience left us feeling that the practice's records are unreliable and that patient care is not a priority.

Staff were kind but appointments took forever

The responsiveness to inquiries, scheduling of visits, and follow-up on matters moves at a sluggish pace. That said, the team members are genuinely pleasant and helpful, which means they warrant a more positive assessment overall 👍

Repeatedly removed from registry despite staying healthy

I registered at a GP practice because I needed one while in the UK, though I didn't actually access any clinical services. Due to maintaining good health and not requiring treatment, I was removed from their patient list on multiple occasions. My initial registration took place in autumn 2019, after which I had to re-register in order to receive a vaccination in 2021. Approximately a year later, my records were deleted once more. This created significant difficulties, as being unregistered at a GP practice prevented me from accessing vaccinations and obtaining medical insurance, which presented considerable challenges. The registration process itself typically takes around two weeks to complete, making it impractical if someone considers registering simply to access NHS services as an international student. I remain uncertain whether any of my previous medical records are still held on file. The reception staff were consistently pleasant and helpful throughout my interactions with the practice.

Friendly service let down by long phone queues

The team demonstrated genuine warmth and provided comprehensive care, however the appointment delays were quite substantial and getting through to the front desk by telephone proved to be a lengthy process.

Long phone queues make appointments impossible

I have been waiting on hold for nearly two hours without reaching anyone. Another caller ahead of me appears to have been waiting for approximately half an hour. The wait times are frustrating. I have had a disappointing experience at this practice. I received a medication that differed from my usual repeat prescription, which I felt was not suitable for my needs and may have caused additional concerns. I am currently spending considerable time trying to contact the practice by phone without success. I would not recommend registering here, regardless of proximity to your home. I found the overall experience unsatisfactory and am considering transferring to a different practice, even if it means travelling further away. I do not anticipate returning to this surgery.

Reception staff helpful and easy to reach

The reception team members are pleasant and accommodating, and they can be reached directly using the contact number available on their online listing. The healthcare provider is also attentive, takes time with patients, and maintains thorough documentation. Appointments are required for services, and these can typically be arranged for the same day or following day. It is advisable to contact them prior to visiting. The practice appears to offer a higher standard of care compared to larger hospital facilities, and I would suggest attending here when feasible rather than going directly to hospital services.