Unity Health - Kimberlow Hill Surgery

Staff were polite despite the long waits

The team members have consistently been courteous and pleasant during my visits. There are occasions when appointment wait times are longer than ideal, though this is understandable given that the practice serves a diverse population and experiences high demand. I have not encountered the issues that some other patients appear to have mentioned in their feedback.

Clean practice with timely professional care

The facility was well-maintained and presented a clean appearance. The entire team, including both administrative and clinical personnel, demonstrated professionalism and ensured that services were delivered promptly and efficiently.

Reception didn't help when I waited hours

Unhelpful reception experience, I was scheduled for an appointment at 11:20, and after waiting two hours I contacted reception and was informed the clinician would be in touch shortly. When I called back an hour later, I was told I had apparently missed their call, though I had no record of any missed calls on my device. I was then advised the clinician would contact me later that same day, which did not happen. When I followed up with reception the next day, I was told to expect a call within the next three business days, making it difficult to plan accordingly. Additionally, there were delays with prescription processing to my local pharmacy, requiring me to wait several weeks for the medication to be made available. Overall disappointing experience.

Receptionists responded quickly to my emails

I was uncertain about visiting due to the lower ratings I had seen, but I found the experience to be excellent. The front desk team were friendly and responded promptly to my correspondence, and the clinical staff I encountered were warm and approachable. I required blood tests before starting my medication, and since I typically have difficulty with blood draws, the clinician made herself available during her break to attempt another collection if needed (though ultimately she was successful on the first attempt). The telephone queues can be lengthy at times, though this appears to be a common issue across most practices.

Appointment booking system causes lengthy waits

The appointment scheduling system appears quite inefficient. Availability is released on a specific day each week, which means if you need to be seen the following day, you face a considerable wait. When you attend to book an appointment on the release day, you're often given a slot that's several weeks away. This extended waiting period feels frustrating, as urgent health concerns may not be addressed in a timely manner.

Receptionists dismissive of mental health concerns

The reception staff consistently demonstrated poor interpersonal skills and a lack of understanding regarding mental health concerns. There appeared to be a pattern of defensive behaviour amongst the team. This experience was deeply disappointing.

Impossible to reach by phone, redirected away

It is extremely difficult to reach the practice by telephone. There is only a single contact number available, and callers receive a recorded message indicating high call volumes with a suggestion to use the patient portal instead, before the line disconnects. This approach feels unhelpful and frustrating, making phone contact feel like a pointless exercise.

Poor communication and unreliable follow-up

Unable to complete administrative tasks such as document signing or returning calls as promised. Service fell short of expectations despite having minimal anticipation.

Reception staff were dismissive and disrespectful

I have found the service to be unhelpful and dismissive, with interactions that felt discourteous. There have been instances where I felt uncomfortable with how matters were handled in the presence of other patients in the reception area. Over the past year, I have had several negative encounters that have led me to consider switching to a different practice. I am puzzled by the continuation of this approach to patient care. I should note that most of the clinical staff have been satisfactory, though I have had particular difficulty with one specific clinician.

Couldn't get through on the phone

A deeply disappointing experience.

Appointment booking system finally working smoothly

Following a challenging phase, Unity Health has made a notable recovery. The updated appointment scheduling process is now functioning considerably better. The team continues to demonstrate helpfulness, professionalism and responsiveness as expected.

Phone booking limited to Thursday mornings only

Extremely disappointing experience overall. Getting through to reception by phone proves difficult, and when you do manage to connect, you're informed that appointments can only be booked during a specific time window on one particular day of the week, which doesn't account for work commitments or other daytime obligations. When you call back at the designated booking time, the available appointment slots tend to fall during midday hours, seemingly without consideration for people who work during standard business hours. Upon arriving for your appointment, be prepared for significant delays, as the clinical staff regularly run considerably behind schedule. Over an extended period of attending this practice, appointments have consistently started well after the scheduled time, with waits regularly exceeding acceptable lengths. Very unsatisfactory.

Difficult to get appointments and disorganised

Extremely disappointing experience. The practice makes it very difficult to obtain appointments and appears to lack organisation, with paperwork going missing and appointment delays occurring. Patients often need to follow up themselves rather than receiving proactive contact.