Kilburn Park Medical Centre - Ratings and reviews
Reviews
-
Review titled Awful practice
Rated 1 star out of 5
by Anonymous - Posted on 13 October 2023
The practise has gone downhill considerably. In recent months I have: Had an in-person appointment that was over an hour late and the doctor barely let me speak. Gave me no time to ask questions and rushed me out the door because she was behind. At a later date I tried to ring about the same issue to request emergency medication and could not get through at all. I instead rang 111 who rang my GP for me was told to expect a call at 4pm the next day. The GP rang at 6pm. I have also recently requested a sick note extension online and had to ring to chase this as it was not provided despite instructions saying to request this online. I was told it could not be issued until I spoke to someone and that they would ring the following week. I received no call and was provided the extension without the consultation I needed (contradictory to bring told I couldn't have an extension without consultation and no explanation given for this). As I did nor receive the call I was expecting I rang and requested a consultation and was told to expect a call a week later and told I would receive a text confirming the time. No text came so I rang to chase this and was given a large 4hour time window for the call. The day finally came and I never received the call. I called them to chase this lack of call and was told they tried to ring (no evidence of this and nothing on my call history). They said I had to ring back the following week to request a new appointment. I then received a text at 6.45pm when the surgery was closed saying they couldn't reach me by phone (they did not attempt this) and to ring to request a new appointment. Throughout this a number of receptionists I have spoken to have been devoid of empathy. In all I was told on the 26th September by a receptionist I needed to talk to a doctor and it is now 13th October and despite several attempts and two different days of sitting waiting for a call I am still yet to speak to a doctor. There has been no apology given at any stage. I feel truly abandoned by this GP practice.
Visited October 2023
Review titled Kilburn Park Medical Centre
Replied on 17 October 2023
Dear Patient Thank you for your feedback. My name is Anne and I am the Practice Manager for Kilburn Park Medical Centre. I sincerely apologise and empathise for the poor service you have received from Kilburn Park Medical Centre. I feel particularly sad that you feel abandoned by the surgery and I would like to make things right. You have commented as anonymous, may I kindly request you contact the surgery and speak to myself so that I can resolve your issue. Alternatively, you can send me an email at nhsnwl.e84042@nhs.net Best wishes Anne Namgbeh Kilburn Park Medical Centre
-
Review titled really good
Rated 5 stars out of 5
by eric witchell - Posted on 22 July 2023
Telephone answered after 2 rings .rang back in 1 hour visited doctor for face to face same day. got medication same day.
Visited July 2023
Review titled Kilburn Park Medical Centre
Replied on 10 August 2023
Dear Mr Witchell Thank you for sharing your positive review of Kilburn Park Medical Centre. Feedback like yours is valued by every team member and it gives us the motivation to continue developing and growing as a practice. I will make sure the entire team at Kilburn Park Medical Centre receives your feedback. Thanks again and have a great day. Best wishes Kilburn Park Medical Centre
-
Review titled poor practice
Rated 1 star out of 5
by Anonymous - Posted on 17 March 2023
tried to book Dr's appointment. Could not. Was made to feel worthless and my health was not important. I don't understand why the receptionist insisted in knowing why I wanted an appointment and then after telling them, they said there were no appointments anyway. The issue that I am worried about is lifechanging. It is is wholly inappropriate to have to discuss such things with the receptionist. They are not subject to the same professional code of conduct as Dr's. Further, the receptionists complete lack of empathy was really not good. I think the Welsh father of the NHS would be turning in his grave if he saw what the NHS has become.
Visited March 2023
Review titled Kilburn Park Medical Centre
Replied on 11 July 2023
Thank you for your feedback. We are very sorry that you had a negative experience with our practice and reception staff. We apologise for the inconveniences and would like to make things right. Please contact the practice and ask to speak to the practice manager so we can resolve this issue. Best Wishes Kilburn Park Medical Centre
-
Review titled Poor Poor Practice
Rated 1 star out of 5
by Anonymous - Posted on 27 February 2023
I have been attending this practice for the past 10 years in which up until 4 years ago was good. Since then you cant get a face to face appointment and the staff are extremely rude and unfriendly. I will defiantly been looking for an alternative GP!!
Visited February 2023
Review titled Kilburn Park Medical Centre
Replied on 11 July 2023
Dear Patient Thank you for taking the time to share your feedback with us. We appreciate your input and will use them in our continuous efforts. I apologise on behalf of the staff at Kilburn Park Medical Centre and for any other areas where we may have fallen short. I assure you that we are working to improve. As you have commented as anonymous, I would be grateful if you could contact the surgery and speak to the practice manager so that we can address your concerns directly. Thank you again for your continued support and I encourage you to keep giving feedback so that we can continue improving our services. Best Wishes Kilburn Park Medical Centre
-
Review titled Poor practice
Rated 1 star out of 5
by Anonymous - Posted on 25 January 2023
The staff of the clinic are very rude and unprofessional . They don’t give me face to face appointments with the doctor so they said last week that if I called Tuesday morning I can get routine appointments but unfortunately they don’t give me an appointment moreover they said all appointments are finished in early morning before 8:15 so mean reception she doesn’t listen to me so please don’t go to this clinic and safe your life
Visited January 2023
Review titled Kilburn Park Medical Centre
Replied on 01 February 2023
Dear Patient, We are very sad to hear about your experience with our 'emergency appointment system'. We have 2 clinicians working every weekday from 08:00 - 18:30 to triage all acute, urgent queries for patients. Our busiest times on the phone are between 08:00 - 10:00. We ask patients to be patient with us as we try to get through all the queries. We understand that you may not be able to speak to a doctor right away but we also offer same day telephone appointments, pharmacy telephone appointments as well as routine face to face and telephone appointments with both Doctors and Advanced Nurse Practitioners. You can also use our online consultation portal through our website and submit an online consultation. You will receive a response within 24 hours based on the answers you submit, a clinician will either call you or offer you an appointment to speak to them. Please see the link below: https://patchs.ai/practice/kilburnparkmedicalcentre The receptionists are all trained to triage all telephone calls that come through the surgery and are regularly audited. We are sorry you felt unheard but we make sure we enlist a team of compassionate, reliable and well mannered individuals. We will pass this feedback onto the team to reflect on your experience and learn from this. Thank you for your feedback! Kind regards, Kilburn Park Medical Centre
-
Review titled It’s time to move
Rated 1 star out of 5
by Anonymous - Posted on 15 December 2022
I called this morning and was told I would be placed on a list for urgent contact by a pharmacist. I didn’t want to take a GP appointment unnecessarily . Several calls to the practice throughout the day eventually resulted in a prescription being sent too late for delivery. I was advised next time to take an urgent GP appointment. I’ve been with this practice since the late 70s, they moved without informing me and I guess it’s time for me to find a better service elsewhere. So sad it was a brilliant practice.
Visited December 2022
Review titled Kilburn Park Medical Centre
Replied on 01 February 2023
Dear Patient, We have a pharmacy team that work on Tuesdays, Thursdays, Fridays and even Saturdays. They are able to deal with all medication queries and renew any medication you need. They will also conduct medication reviews and other chronic disease management reviews that you may need. I am sorry for the prescription being sent out too late. If you would like to discuss this further please feel free to write to us so that we may investigate this and ensure it doesn't happen again. We moved on 31/12/2023 to our new local location and all patients were notified by text, website and also on our telephone lines. We are very enthusiastic about being able to provide face to face contact with our patients at our new site and back in the Kilburn area. Thank you for your feedback! Kind regards, Kilburn Park Medical Centre
-
Review titled nightmare surgery
Rated 1 star out of 5
by Anonymous - Posted on 01 September 2022
I dont really know what has happened to this surgery as it is now almost impossible to get a face to face appointment. Every time my whife or I call to get an appointment we are told there is none and to call another day. My GP is apparently working only part-time, all the other ones are also busy. The recepcionists which are probably fed up of dealing with frustrated patients arent of much help either...... And when you are lucky enough to get an appointment is not even held at the surgery but at St Charles hospital which obviously is not as local as the surgery and you need to get the bus. I thought the hole point of surgeries was to be local to their patients. I am sure the GPs are trying their best but the system for booking appointments and the dynamic of the place is far from good. And it has such a negative impact on the patient's experience. I have read other reviews complaining of the same issue...So the question is Will you do anything about it? Or will it fall into deaf ears?....I really hope is not the latter
Visited September 2022
Review titled Kilburn Park Medical Centre
Replied on 01 February 2023
Dear Patient, thank you for your response and thank you very much for your feedback. Many Gps work through a session basis but we have clinicians working everyday including 2 duty clinicians each day from 08:00 -18:30. We are very sorry if you were unable to receive an appointment when you called. However, we also provide online consultations through Patchs through our website. Please see link below: https://patchs.ai/practice/kilburnparkmedicalcentre You will receive a response from the doctor or clinician within 24 hours of submitting your consultation. We have now moved from Cambridge Gardens to our new address and offer face to face appointments here with Clinicians. We understand the frustration of St Charles and are working tremendously hard and have a set a plan in place which brings us back to the local area. We will update you all very soon regarding this. Kind regards, Kilburn Park Medical Centre
-
Review titled Truly appalling place
Rated 1 star out of 5
by Anonymous - Posted on 23 August 2022
The question “when did you visit the GP?” is a joke as you cannot get an appointment here. Even a telephone consult is difficult to get. There are no named doctors allocated to patients and there is no continuity of care. My 80 year old mother has Alzheimer’s and hasn’t been seen by a doctor in over 2 years. We also now have to get a bus to St Charles Hospital as the surgery is closed. There are also some very rude receptionists here who speak to you with no respect, care or empathy. This is a terrible place and should be closed down
Visited August 2022
Review titled Kilburn Park Medical Centre
Replied on 22 September 2022
Dear Anonymous, I am sorry to hear about your experience with the Practice. We are always happy to learn from any feedback. We release appointments every 2 weeks and ensure we supply to the demands of the needs of our Patients. We also ensure we provide home visits by our clinicians to those who are either housebound or vulnerable. The surgery is not closed, for those who cannot travel to our temporary site we offer various types of appointments such as telephone, home visits, video and online consultations. The Practice is making every effort to ensure we return to a building within our catchment area. Please do contact us at the surgery with your full details, the events, date and we will make a thorough investigation. Kind regards, KPMC
-
Review titled Worst practice!
Rated 1 star out of 5
by Anonymous - Posted on 10 August 2022
Terrible gp surgery. main surgery has closed leaving patients having to go to st Charles hospital where they are now based. Originally told patients this was temporary but it has been well over a year now with no chance of surgery reopening. There’s hardly any GP’s or nurses left, and trying to get an appointment is impossible. I will be leaving this surgery but anyone thinking of joining don’t bother! They need to admit defeat and close down!
Visited July 2022
Review titled Kilburn Park Medical Centre
Replied on 22 September 2022
Dear Anonymous, thank you for taking the time to write to us. We would like to inform you that the Practice is making extreme efforts to return back to a building within our catchment area and ask if you be patient with us. It has been incredibly challenging for both our Patients and our Practice and we share your frustration and sincerest passion to return closer. Kilburn Park Medical Centre ensure they provide as many appointments as possible and release appointments every two weeks. We offer a vast amount of type of appointments from telephone, video and online as well as face to face. We ask that our patients work with us and support us with our efforts to return back closer to our catchment area. Please contact us at the surgery and join our PPG so that your feedback can be used to better the service we provide at the Practice. Kind regards, KPMC