King Street Surgery - Ratings and reviews
Reviews
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Review titled Impossible to get care
Rated 1 star out of 5
by Anonymous - Posted on 14 January 2023
Told by 111 that I need to be seen within 2 hours- but impossible at this surgery as they only give out appointments at 8:30am. So you if you have any problems at any other time of the day - you categorically cannot be seen, as the receptionists will unhelpfully tell you. Absolutely do not recommend you sign up here
Visited January 2023
Review titled King Street Surgery
Replied on 27 January 2023
Dear Patient thank you for your feedback. My name is Mrs Ryder and I am part of the management team at King Street. We understand from your comments that you feel we did not help you when 111 advised you are seen within 2 hours at a surgery. We do have routine on the day appts released at 8.30am each day but alongside this we also have 2 Duty oncall doctors available daily with whom we book the urgent/emergency slots. 111 can book directly in to our system and have slots available daily for this if they want a patient to be seen. General Practice is not an emergency service and 111 have been asked not to advise patients that they must be seen in 2 hours, this does not help general practice, if 111 feel a patient needs to be seen urgently they should suggest other routes such as urgent treatment centres where they can also refer a patient Kind Regards Mrs Ryder
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Review titled Brilliant Care provided
Rated 4 stars out of 5
by R Kaur - Posted on 12 January 2023
I can’t thank enough Doctor when I went to see her with horrible ear infection. Brilliant care provided by her. Very efficient, patient and kind doctor. Highly recommend.
Visited December 2022
Review titled King Street Surgery
Replied on 12 January 2023
Dear R Kaur Thank you so much for your feedback, it is nice to hear that your ear infection was sorted and that you felt the doctor was supportive. we can pass on the feedback to the team Kind Regards Alison Ryder - Management Team
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Review titled Service has deteriorated.
Rated 1 star out of 5
by Anonymous - Posted on 08 December 2022
Yet again have spent 2 hours since 8.30am trying to make an appointment for my partner. Once I got through told all appointments are gone. This is not the first time this has happened, and looking back at previous reviews the reply is always due to staff sickness throughout 2022. We had a face to face appointment with a GP yesterday and told to make another appointment as my partner has several symptoms. The Doctor was unable to make the follow up appointment themselves. We have been with this surgery since 1999 and have never experienced such problems in the past. Terrible service and as my partners problem is not acute there is no point in contacting 111. Please can the surgery do something so that patients can make appointments to see a GP?
Visited December 2022
Review titled King Street Surgery
Replied on 27 January 2023
Dear Patient, thank you for your feedback. My name is Mrs Ryder and I am part of the management team. We are sorry that you feel the service has deteriorated. We offer 10 minute appointments each day with our doctors and in that time they can only deal with 1 or possibly 2 medical issues. Our appointments are released daily at 8.30am and our phone lines are extremely busy, patient demand prior to the end of last year soared. We had a lot of staff absence both clinical and non-clinical and this does affect how quickly we can process our phone calls and signpost patients to the most appropriate person, we have a team of clinical staff including minor illness nurses, physician associates, paramedic, nurses, healthcare assistants, pharmacists. and physiotherapists. We offer a range of appointments that can be booked in advance up to 2 weeks ahead for non urgent matter and also those on the day for more acute urgent issues. Please accept our apologies for your recent experience Kind Regards Mrs Ryder
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Review titled Clueless
Rated 2 stars out of 5
by Anonymous - Posted on 04 October 2022
I called to ask about my child's 1 year immunisation. At his last one they told me that the immunisations will be booked automatically. The receptionists there seem to want to be unhelpful by default. They told me that I should just book them after he is 1 and they won't do it for me. When i asked why did the nurses say that it will be done by the surgery then, the receptionist backtracked and just went "oh, it will be done then but you have to wait till his one". Like if you're clueless why not say you'll ask someone that knows?! Please split the surgeries again. St Johns was a functional surgery before this ridiculous merge. You could contact the surgery in so many different ways and you could actually get appointments.
Visited October 2022
Review titled King Street Surgery
Replied on 05 October 2022
Dear Patient, thank you for your feedback. My name is Mrs Ryder and I am one of the Management Team for King Street Surgery. We are sorry for your recent experience and understand from your review that staff seemed confused about booking the 1 year immunisations for your child. Like many surgeries the recalls for the immunisations are sent out centrally by the Child Health department and you should receive a letter advising you to contact us and book the appointment as your child approaches the relevant age group. We are sorry that you felt the staff seemed unaware of the process and we take this on board and will discuss it as part of our staff training meetings. We have some new staff who may not be aware of all processes but we acknowledge that they could ask a colleague for assistance. As you are aware King Street operates across 3 sites now providing general medical services to our patients and we do try to offer a continuous service with standard processes. Please accept our apologies
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Review titled Great service
Rated 5 stars out of 5
by Anonymous - Posted on 16 June 2022
I wanted to pass on my thanks to the practice nurse who took my cervical screening test today. Having previously been invited for the screening and put it off, I decided to put aside my nerves and go for it - the practice nurse talked me through the test beforehand as well as the results process and made me feel totally at ease. Thank you!
Visited June 2022
Review titled King Street Surgery
Replied on 17 June 2022
Dear Patient Thank you so much for your kind review, we fully understand that people can be nervous about their cervical screening so we make sure we allow plenty of time, to make you feel at ease and to explain the process. Your feedback has been shared with the team, thank you Alison Ryder Operational Development Manager
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Review titled Thank you!
Rated 5 stars out of 5
by Liz - Posted on 24 June 2022
Thank you to the female nurse that did my smear test today, having avoided them for nine years due to a previous bad experience she understood, put me at ease and talked me through the entire pain free procedure- a life saver quite literally!
Visited June 2022
Review titled King Street Surgery
Replied on 28 June 2022
Dear Liz Thank you so much for your kind review, We make sure we allow plenty of time, to make you feel at ease and to explain the process. it is always lovely to hear a positive message from patients . Your feedback has been shared with the team, thank you Asmodine John Bacha Quality & Improvement Manager
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Review titled Very helpful member of staff
Rated 5 stars out of 5
by Anonymous - Posted on 27 June 2022
went to your Cater Street site on Tuesday 21st June in the afternoon to be greeted by a lovely young lady who not only took the time to listen to me but she dealt with my problem and managed to sort it out for me there and then. I did ask for her name but unfortunately I am not able to name her, so I would like to say Thank you to her for taking the time to help me and thank you to King Street for employing such a caring individual who goes the extra mile to help and after talking to some friends it turns out that they have also been helped by her,she is a credit to your surgery and should be acknowledged for it. It is such a shame that I am not able to mention her name but hopefully you will know who she is and give her the credit she deserves
Visited June 2022
Review titled King Street Surgery
Replied on 28 June 2022
Dear Patient Thank you for your kind feedback, it is always nice to receive positive comments, we will pass these to the staff team . Many thanks Asmodine John Bacha Quality & Improvement manager
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Review titled Appalling GP surgery
Rated 1 star out of 5
by Anonymous - Posted on 24 May 2022
I have been at the surgery for almost a year and am shocked at the attitudes and conduct of both the medical and administrative staff. The phone line to book appointments is not fit for purpose. When you call at 8:30am you are often connected to the wrong surgery or business and not through to King Street Surgery. Today I held for 2 hours, I was 4th in the queue and then they terminated my call therefore yet again I could not book an appointment. The online booking system only offers appointments too far in the future. The surgery clearly cannot cope with the number of patients they are signing up so should not be taking on patients without increasing staff and addressing their operational issues. On top of this they have had repeated issues in following basic prescription amendments from my Oncologist and a reluctance to refer to specialists when necessary. Worst GP practice I have ever been with.
Visited May 2022
Review titled King Street Surgery
Replied on 25 May 2022
Dear Patient Thank you for your feedback, my name is Mrs A Ryder and I am a member of the management team at King Street Surgery. We are sorry for your recent experience. I understand that you saying our phone line connects to another business or wrong surgery? We only have one phone number 01234 852222 and our phones are answered across all 3 sites. I am sorry that your call got terminated once you reached the front of the queue and I am happy to look in to this further for you if you wanted me to. With regards to the online booking system offering appointments too far in the future, we aren't currently offering online booking. Our patient list has remained static for the past 12 months and hasn't increased. This week we have suffered staff sickness both clinical and admin staff which has reduced the capacity available on the phones and seeing patients. With regards to your query on the prescription issue and the letters from oncology I would be happy to look further into this for you. Sorry you feel this is the worst GP practice you have ever registered with Kind Regards Mrs A Ryder
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Review titled frustrating
Rated 4 stars out of 5
by David Ashman - Posted on 24 May 2022
24 5 22 i spent over 90 min on phone to make appointment for phone chat only to be told no more today. i know calls must be limtied, however is it not possible when all slots for the day have gone to say so on recorded message .D Ashman.
Visited May 2022
Review titled King Street Surgery
Replied on 25 May 2022
Dear Mr Ashman Thank you for your feedback, my names is Mrs A Ryder and I am one of the management team at King Street. We are sorry for your recent experience, unfortunately it is not possible to put a message on the phone system each day once all the appointments have been used up, we do offer a selection of appointments, the Econsults via our website, the "on the day" phone calls and some pre-bookable appointments. Unfortunately this week several of our Clinical Staff have been affected by Sickness absence, once again please accept our apologies Kind Regards Mrs A Ryder