Kennedy Way Surgery - Ratings and reviews
Reviews
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Review titled Unable to arrange a GP appointment
Rated 1 star out of 5
by Julie Holley - Posted on 28 February 2024
I attempted to request an appointment with a doctor this morning, I called the appointment line as requested and explained to the receptionist that I have a ‘mark’ on my face that has changed shape and texture which I am concerned about, I explained that I had contacted the local chemist who had recommended that it be reviewed by my doctor, I was advised that there are no appointments available and that it is not possible to book non urgent future appointments. I expressed my concern and was advised that the matter would be referred to the outsource team, they would decide if I would be granted a possible appointment. I received a call from reception this afternoon to advise that they had declined my request for an appointment and that there is nothing that can be done. I explained old have to continue to call everyday in the mornings to try to secure an appointment. Surely this is not how an appointment system should operate.
Visited February 2024
Review titled Kennedy Way Surgery
Replied on 29 February 2024
Dear Julie Thank you for leaving a review. We don't appear to have a patient with your name, so please may I just check it is Kennedy Way Surgery in Bristol you are reviewing and not Kennedy Way Medical, Clacton? In the past we have been mistaken for Kennedy Way Medical and as we do not have a patient with your name, suspect this may again be the case. We would never deny anyone access to a GP, so your experience isn't what I would expect from our team here. However, if you go by a different name and are indeed a patient at Kennedy Way Surgery, Bristol, please do phone us 01454 313849 and I would be very happy to resolve this issue for you and investigate this further. Yours sincerely Carol de-Gay Managing Partner
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Review titled Desperately need a modern phone system
Rated 3 stars out of 5
by Geoffrey Paul Beales - Posted on 22 January 2024
The surgery and staff are all very good it's just that you are unable to contact them. The call centre needs updating with call information for the person dialing in. After 30 minutes on the phone I dont have a clue as to when my call will be answered!
Visited January 2024
Review titled Kennedy Way Surgery
Replied on 22 January 2024
Dear Mr Beales We are Kennedy Way Surgery, in Yate, Bristol. I think you must be reporting on the other Kennedy Way Medical Centre in a different part of the Country and not Kennedy Way Surgery as we don't have a patient with your name. I checked whether you were a registered patient of ours as with our phone system you would never be waiting 30 minutes. Our system would either ring and answer or cuts out after 30 seconds (it is a quirk of this system. So you would never wait more than a few minutes to speak to us. We do not have a queuing system currently. We are looking into a change of telephone system however are still in contract with BT currently. As soon as we are out of contract we will be changing supplier. Kind regards Carol de-Gay Managing Partner
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Review titled Great care, if you can even get hold of anyone
Rated 2 stars out of 5
by Anonymous - Posted on 11 January 2024
I'm writing this after trying to contact the surgery for half an hour. I've been with this surgery since 2022 when I moved here and I have been met with disappointment after disappointment. The doctors and nurses are absolutely phenomenal and have an excellent standard of care, if you can get in. I've been struggling with what appears to be an upper rti for the last 2 days, and all my attempts at getting an appointment have been in vain. I'm at my absolute wits end. 111 can't help, they say contact GP. My private GP contact through work can't help, they say contact GP. I can't! Since I've been registered here the telephone system has been a huge pain to deal with. You either get through and it rings forever, never actually connecting you to someone, or you get an engaged tone which kicks you off the line after a few seconds. It's 2024 now, why on earth does Kennedy Way not have a telephone queue system? Every other GP in the area does - at least you know you'll eventually be able to speak to someone even if you are 15 in the queue. Not here, it feels like you've got better odds of winning the lottery than speaking to someone over the telephone. I would use e-consult, but it's not accepting anything until 8am tomorrow which is useless. Online appointments are a myth, the only one available when I checked this morning was a week away. Really useful. Apologies for being harsh, I am very poorly right now and in a lot of pain. Like I say, it can't be understated just how good the care is from the team at Kennedy Way. I've had many very positive experiences with them. However, as mentioned, you've got to win the lottery if you wish to be seen. Please look into this.
Visited January 2024
Kennedy Way Surgery has not yet replied.
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Review titled Poor telephone service/communications
Rated 3 stars out of 5
by Anonymous - Posted on 04 January 2024
I have tried all week w/c 2 January 2024 and w/c 18 December 2023 to make an appointment and order a repeat prescription. The phone either cuts out immediately or rings for 30 seconds and then cuts out. No message on website apart from repeat prescription link not available but to ring! I have rung at least 15 times each day. The admin/telephone support needs to be reviewed.
Visited December 2023
Review titled Kennedy Way Surgery
Replied on 05 January 2024
Dear Patient We are currently experiencing high demand due to the doctor's strike. In line with NHS advice we are prioritising urgent care during both weeks you mention. Also, this week as it is a short week, having had a 3 day break. Unfortunately with over 12,000 patients the phone lines are always busy, we have a lot of staff sickness this week, which has compounded the problem. I have checked the website and I cannot see a message to say the repeat prescription link is down. It does give an email address for ordering repeat prescriptions: bnssg.kws.prescriptions@nhs.net where you can order repeat prescriptions and whilst there was a national issue on Tuesday, after then the issue was resolved. In regards to obtaining an appointment, as soon as the doctor's strike is over we will once again be offering e-Consults so you can complete one of those if you are unable to get through on the phone. Our telephone system is BT One Phone and instead of giving an engaged tone, it simply cuts out after 30 seconds and we have raised this many many times with BT and there is nothing they can do, however they have now decommissioned and no longer offering this package. Please be assured that as soon as we are out of contract with BT we will be looking at an alternative phone system. We can only apologise for the difficulties you have experienced. Please do email your repeat prescription requests through via the above email address. Again, we are sorry you have had to raise these issues with us. If you would like to discuss this in person, please do contact us and we can discuss this in more detail. Happy New Year to you. Kind regards Carol de-Gay Managing Partner
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Review titled Receptionist
Rated 3 stars out of 5
by Anonymous - Posted on 27 November 2023
The current receptionist is thoroughly unpleasant! I believe she needs customer service training. Not a great experience her shouting at me in a busy waiting room. No empathy or discretion whatsoever!
Visited November 2023
Review titled Kennedy Way Surgery
Replied on 05 January 2024
Dear Patient Thank you for taking the time to feedback to us and we are sorry to hear that you had an unpleasant experience. We aim to provide a good service to all of our patients. Knowing our team, I cannot imagine any member of the team shouting at a patient, so this is concerning as it would be totally unacceptable. Therefore, without more information it is difficult to look into this further so please may I ask that you contact the surgery so we can investigate this and apologise to you personally? We will discuss this comment at our next team meeting. We look forward to hearing from you. Kind regards Carol de-Gay Managing Partner
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Review titled Appalling service
Rated 1 star out of 5
by Leslie Eldridge - Posted on 08 September 2023
Easier to get an interview with the pope than get an appointment here, no-one seems interested and if you do manage to get an appointment it is invariably late, my appointment time was 10:40 and at 11:20 I was still waiting. Telephone is perpetually ringing out or on hold and despite a large number of staff on reception no-one bothers to answer as they all seem to be “busy”
Visited September 2023
Review titled Kennedy Way Surgery
Replied on 11 September 2023
Dear Leslie Eldridge Unfortunately we do not have a patient registered with us with your name. We are Kennedy Way Surgery in Yate, South Gloucestershire. Are you sure you have the right surgery as there is a similarly named practice Kennedy Way Medical Centre in a different part of the country? We offer a same day service for both routine and urgent matters and so your comment that "easier to get an interview with the pope than get an appointment here" wouldn't be something we would expect as on the whole our access is very good. With best wishes. Carol de-Gay Managing Partner at Kennedy Way Surgery, Yate, Bristol.
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Review titled Great practice
Rated 5 stars out of 5
by Barbera Denton - Posted on 08 June 2023
The best practice around the area. You can always speak to a doctor who are all very kind and understanding. The staff are always helpful too! Great work from you all, well done, keep it up!
Visited June 2023
Review titled Kennedy Way Surgery
Replied on 28 November 2023
Dear Barbara Thank you for leaving such a lovely review. Our staff do work hard, to help our patients. I will pass your comment onto the staff as I know it will be appreciated. Thank you again. Kind regards Carol de-Gay Managing Partner
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Review titled Excellent
Rated 5 stars out of 5
by Catherine - Posted on 07 April 2023
Kennedy Way Surgery is excellent. Everyone must work extremely hard to provide the service that they do. Thank you one and all you are very much appreciated.
Visited April 2023
Review titled Kennedy Way Surgery
Replied on 24 April 2023
Hi Catherine Thank you for taking the time to leave such a lovely comment. Kind regards Carol de-Gay Managing Partner
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Review titled Great people , great care
Rated 5 stars out of 5
by Andy Brown - Posted on 14 March 2023
Our family have been with Kennedy Way Surgery for many years and we cannot speak highly enough about the great level of service that we have received during this time . The staff , doctors and nurses are very helpful and supportive and are always on hand to help when needed . It's very reassuring to know that there is such a great team looking after us . Thank you for everything , Andy Brown & family.
Visited March 2023
Review titled Kennedy Way Surgery
Replied on 28 November 2023
Thank you for taking the time to leave this lovely review. I am sorry for the time it has taken to respond to this, my login didn't work during a time of transition to this newer platform. Patients are usually quicker to complain than to praise, so I will pass your comment onto the team. I know they will appreciate it. Thank you again. Kind regards. Carol de-Gay Managing Partner I will pass your comment onto the team.
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Review titled A great service despite the pressure
Rated 5 stars out of 5
by Mr & Mrs C - Posted on 25 October 2022
My wife and I have been with this surgery for 30 years. This is the most pressurised we have seen them, but they are providing an excellent service. It’s almost always possible to speak to a medical expert when needed, usually by phone, but that suits us. Face to face is possible, but also only when needed. The regular doctor we see and her team provide a very caring service, and we cannot recommend them highly enough. I hope they are all able to carry for a lot longer.
Visited October 2022
Review titled Kennedy Way Surgery
Replied on 22 November 2022
Thank you so much for your positive review Mr and Mrs C. Everyone at KWS works extremely hard to deliver the service we do. To streamline services, we would encourage the use of online GP appointment bookings, online prescription ordering and e-Consults where the patient completes questions around their condition before they speak to the GP. Plese register for this service at reception. Keep well. Dr Buckley