Brownlow Health @ Kensington Park
GF
Giliane F. 3 years ago • From Google
Average
I can genuinely affirm that this practice is predominantly excellent. The premises are consistently spotless, with ample parking and an appealing building. The reception team is consistently helpful and cordial, demonstrating politeness and empathy towards patients' experiences. While booking an 8am appointment can be challenging, the e-consult system proves incredibly useful in addressing most concerns. General Practitioners typically respond within a day or less. Urgent appointments, such as those needed for children, have always been readily available. Non-urgent consultations might require a slightly longer wait, usually within 2-3 days, occasionally extending to a week, though same-day slots remain possible by calling early, especially if symptoms worsen. The GPs are remarkably professional, always approaching patients with a warm demeanor, actively listening and respecting patient perspectives without displaying superiority. Unfortunately, we can only award 3 stars due to the nursing staff's significantly different approach. Nearly every nurse interaction has felt dismissive, with patients made to feel invalidated and uninformed. Nurses have frequently challenged patient experiences, disregarding statements about treatment ineffectiveness. This approach is particularly frustrating as it undermines patient communication. We've even encountered condescending comments suggesting patients cannot comprehend medical options, despite our own healthcare professional background. The experience often concludes with continued medical concerns compounded by emotional distress. While understanding the pressures healthcare workers face, we believe patient-centered care—as demonstrated by GPs and receptionists—should be the universal standard.
H H.