Kensington Road Surgery

Terrible patient service. I have been with this surgery for 15 years but have been forced to leave and register with another GP. The phone is never answered, you have to queue outside at 830am in order to speak to a receptionist to be told that there are no appointments, not today, not tomorrow, not at all and to go to the walk in centre. The final straw came when they refused to offer my 5 year old an appointment. It was quicker to register my whole family at another GP surgery and get an appointment there than it was to wait for an appointment at Kensington Road.

Absolutely waste of time, I’ve walked in today, in pain and the doctor just laughed in my face when I got to a second reason why I was there saying I will have to book another session as he’s extremely busy - this after 10 mins of me being there. He has diagnosed me going on google, provided no treatment or cause of my pain, I have left the surgery in pain and completely shocked by how careless and unprofessional this doctor was. I do not recommend registering at this practice, I am definitely going to transfer to a better unit. Not okay to be treated like this when I’m paying hundreds in taxes every month. DO NOT GO HERE!

THEY WILL DO ALL THEY CAN TO NOT SEE YOU.GO SOMEWHERE ELSE IF YOU CAN. phone always busy. Expect to be on the line an hour.or only get a call back instead of an appointment, even if you were calling from before 8:30only 1 issue per 10min appointment, even though I asked for a multiple appointment, since this has been brought up by the nurse seeing me before. they're more keen to tell you there's only 10 minutes and only one issue than to hear why you're getting in touch. Was told 'I'd refer you, but they'll never call you in' by an old doctor that looked bored and disgusted and couldn't tell me anything about ongoing 1year pain that they have seen ma about a few times. Even sent me to the pharmacy for blood pressure check, which even the pharmacist said was cheeky.

Today's enlightening experience.... rang at 8.30 was 6th in queue, still on hold after 30 minutes, decided to travel to surgery arrived at 9.10 with phone in hand which was still on hold listening to the mundane music, there was no queue at reception but still advised that the phone was being answered - even though I proved definitively that it was not - as expected no appointments were now available. Appointment system is not fit for purpose and nobody seems concerned. The Doctors are genuinely good - but are they fully aware of the failure to provide basic and fair access to them for their Patients? Seems like the healthier or nearer you are to the surgery the more chance you have of seeing a Doctor. How on earth do elderly patients with mobility issues get an appointment if the phone doesn't get answered. In my opinion this is negligent.I was given a complaints form to return but as they haven't responded to my two previous complaints, what's the point of following their in-house and selective complaints procedure.

Appalling service. For 3 years now or ever since Doctor Cockerill left it has been going down. It is absolutely impossible to book an appointment and some of the doctors there are just careless. Dr Davies left too and now the caring and professional Dr Nagra is leaving too! I am genuinely concerned now. I will be taking my children somewhere else. I have to acknowledge how lovely the ladies at reception are which I really appreciate.

Kensington Road SurgeryWe are all used to spending an hour on hold to the surgery but today I saw first hand why.While I’m sitting in reception for 30 minutes listening to 2 receptionists witter on about going to Brandon’s party on Saturday “oh I said in the group chat I’d go but now i don’t want to” “I don’t know where it is” looked up where it was and discussed the pub “well I’ll go if you go” blah blah blah for a good 10 minutes!A chap turns up and says I’ve been number one on hold for 20 minutes so I thought I’d walk up!Receptionist then says there is nothing we can do about that!Well there is isn’t there! You can can chat on your break time and answer the phones when you’re being paid to do so!

Absolutely horrendous . I can’t think of words that are fit to describe this surgery, they are un-sympathetic towards their patients and the duty of care they are there to provide, even for children. Numerous calls to the surgery go unanswered and after an hour to an hour and a half of listening to hold music you get through to a snippy person who tells you there are no appointments and to go to the walk in centre. 4 calls to the Surgery and still no prescription sent through to a pharmacy for my daughter. Do not go near this surgery, we have changed surgeries and I highly advise anyone else to do the same.

I have just had a medication review with the in -house pharmacist and it's by far the best consultation I have ever had. The telephone answering service has also improved. Well done.

Absolutely awful I was promised an appointment today on Monday , I had been told a gp would call or the practice would never did . So I recorded the conversation stating I would get a call back as I knew they would not call .As assumed I had no call , and when I asked the receptionist ( the same who told me I had an appointment) he denied ever booking one , I did ask him If he would like to hear the recording .I am very concerned for any vulnerable person at the practice and will be reporting to cqc as nothing they said would do has been done and I would hate that somebody come to serious harm when I could of raised alarm bells .They used to be amazing and I always trusted them with my children's care , now however I would not trust them with any living creature and I am moving surgery .This review has the option of posting images if I could legally post the recordings I would .

Completely pointless waste of money. This surgery just needs to close. It’s been more or less impossible to get the right medication from them. Told I need a review on medications. Impossible to get an appointment so phone call it is. I actually didn’t believe it was a doctor I was speaking to as he knew absolutely nothing and didn’t bother to read my notes, (given this was a review I would think that it was important too) he then tried to offer me a different med that would have dire side effects if mixed with my other meds. He didn’t appreciate me pointing that out. He ended up putting the phone down on me and still hasn’t gotten my meds right. This has been going on a month now! Apart from Jackie the reception staff are horrendous, rude, arrogant and lazy. The surgery needs to close down as it’s a complete waste of money and they can’t seem to get there act together.