Kingfisher Medical Centre - Ratings and reviews
Reviews
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Review titled Great Practice
Rated 5 stars out of 5
by MRS VAFA JAFAROVA - Posted on 07 March 2024
Really love this Center. Super clear, lovely staff, professional doctor. Me and my family super satisfied with team and service. Thanks a lot to whole team. You are all super stars.
Visited March 2024
Kingfisher Medical Centre has not yet replied.
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Review titled Kind and supportive approach from staff
Rated 5 stars out of 5
by Anonymous - Posted on 27 February 2024
Thank you so much for being so kind and supportive in your approach I must let your practice know that the voice over the phone was very therapeutic and calming. I appreciate your assistance and the genuine effort you made to provide good clarity pertaining my son health details, it is very reassuring. Thank you Keep up the good work it does have positive impact especially for me as a mum who has a child with health issue and need to ensure he has all immunisation upto date
Visited February 2024
Kingfisher Medical Centre has not yet replied.
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Review titled Terrible Experience At Kingfisher Medical Center
Rated 1 star out of 5
by Artem - Posted on 15 January 2024
My family had a terrible experience at Kingfisher Medical Centre. We booked an appointment for a vaccination of our 1-year-old daughter at 7.30am, on 15 January 2024. Upon arrival at the clinic at 7.38am, the receptionist greeted us with the phrase: “It is 7.40am, and you won’t be seen”. There was no one in the waiting room! Following some persuasion from our side to at least check with the nurse, the receptionist reported that “she was on the phone” and repeat that “she would not see you today”. We tried to explain the situation and kindly asked to accommodate, including due to the fact that the original vaccination is already delayed more than 2 months given that appointments are extremely hard to book (we had to wait for more than 20 days to book the latest one) and we had to find a slot when our daughter was not sick. As a “compromise”, we had been offered a time slot for the same day, but which was not realistic for us to meet and told that the nurse might speak with us “in the next 30 mins if you wait, but the vaccination will not be done this morning”. We were the first patients in the clinic that day, so it is unclear to us why did we have to wait 30 mins for the nurse. Unwillingness to accommodate when the situation is about the health of 1-year-old baby is something that we will never be able to understand. We don’t believe our delay was critical. When we left the reception, there was still no one in the waiting room! We could have easily been done with vaccination instead of trying to make the vaccination actually happen. We will be looking for another GP. We sincerely hope that Kingfisher will take our feedback into account an improve the way they are treating their tiniest patients.
Visited January 2024
Review titled Kingfisher Medical Centre
Replied on 16 January 2024
Hi Artem - I am very sorry your family had this experience at the practice. If patients are late for an appointment (especially a half hour appointment for baby vaccinations), it is at the clinician's discretion if they are able to see the patient, if it has a negative knock-on effect to the rest of their working day. However, we are going to discuss this with the receptionist and the nurse concerned, as the appointment was for a small child. We really appreciate you bringing this matter to our attention, and apologise for the inconvenience and frustration caused. Julie Patient Experience Manager
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Review titled Staff is amazing
Rated 5 stars out of 5
by Milou - Posted on 31 July 2023
I had my first appointment at Kingfisher Medical Center today. Clinic is spacious and felt peaceful on a Friday afternoon. But what really made my day was the highly professional and kind staff, both at reception and the GP herself. Very happy and thankful for their help, I came out feeling very well looked after.
Visited July 2023
Kingfisher Medical Centre has not yet replied.
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Review titled Pharmacy prescribing service can't come soon enough
Rated 2 stars out of 5
by Anonymous - Posted on 05 July 2023
This practice used to be good and in fact I did leave a glowing review on this portal a couple of years back, but the recent experience (which is not the fault of staff, but rather management I think) prompted me to leave this one as it struck me just how wasteful and silly the process I was informed of was, given the crisis with appointment availability. My husband had a painful ear, which happened before and for which he used a very mild antibiotic spray in the past. We are talking earache, no fever, nothing else. He tried over the counter remedies which didn’t help, so contacted the practice online to ask for prescription of the spray he used before, which is in his notes, though through an old GP surgery. Incidentally, this same old (and much bigger and better rated) surgery also used to give a routine antibiotic prescription to another family member for urinary infection, after a chat with doctor on the phone, so clearly it is to do with doctor's decision. Anyway, the surgery contacted my husband very quickly to say the doctor will call him, which we thought was a phone consultation, but as it happened, he was at work and missed the call. He was asked to call back upon which there was 20 min wait on the line, so he had to go back to work and then I called them on his behalf to explain he is unable to do so. A very helpful receptionist had a look at his notes and told me that they can advise me what the doctor will tell him, i.e., that he cannot get a prescription as the antibiotic spray was used outside of time frame acceptable (3 years?) and that he therefore must make an appointment to be seen first. Ok, no problem I thought although the idea was to help the surgery as it was just a prescription, so he thought best to ask for it rather than block yet another appointment that would be more needed by someone else. The receptionist then said that the next appointment was in two weeks’ time - upon which I spontaneously burst laughing, and asked her if this in effect meant that for a simple mild ear spray he used before, my husband would either have to pay about £80 to be seen in private to get the prescription in good time, or hope it does not get worse & his ear doesn’t fall off by the point he is seen by the surgery?! She then said, well if it is serious, he can always go to A &E. Now, I’d like to ask, what kind of process and logic is this? I know there will be platitudes about patient safety, etc etc, but it is just a prescription for something my husband already used. More interesting point to me however would be: 1. Why is this practice (and many, many others) still saying they accept new patients when they cannot offer timely appointments? And is it because they get funding per patient anyway, whether people are seen or not? As I say, I do hope pharmacies start issuing prescriptions soon as it has been planned because frankly, this is ridiculous. Again, I do not blame the reception staff, they only do as instructed.
Visited June 2023
Review titled Kingfisher Medical Centre
Replied on 06 July 2023
Hi anonymous - please contact me directly so I can confirm you are actually registered at Kingfisher Medical Centre. For general information - it is for patient safety that GPs don't authorise medications that have not been taken for several years. Prescriptions are legal documents, so doctors have to be sure of each medication authorised. We are urgently working to increase appointment availability; 1. Hiring additional GPs (not as easy as it sounds) 2. Reducing double bookings - making sure patients are only booked in once for the same reason 3. Removing patients who are persistent non-attenders (a huge number of appointments are wasted each month by patients making appointments and thoughtlessly not attending/not cancelling, so the appointment can be given to another patient in need) If a patient misses three appointments without reason, we may remove them from the practice list. I do fully appreciate your frustrations here and can only assure you that we are doing the very best we can with resources available, whilst practicing safe prescribing. We have a contract with the NHS to register and provide services to patients, and patients have the right to change surgeries for any reason. If all busy practices stopped registering, patients would be unable to change practices when they need to. Please contact me directly so I can review your concerns and your husband's prescription needs complaints.kingfisher@nhs.net Julie Patient Experience Manager
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Review titled Really disappointing practice
Rated 1 star out of 5
by Anonymous - Posted on 14 June 2023
Really disappointing practice. Takes forever for the reception to pick up a call and then when they do the waiting time for appointments is good couple of weeks. Called them as I am 32 weeks pregnant and need a prescription for hay fever medication and was told that the next appointment is in 6 weeks! Additionally, there’s no emergency appointments and the only advice is to go to the A&E for a hay fever prescription which sounds simply ridiculous. It is simply not a helpful practice at all.
Visited June 2023
Review titled Kingfisher Medical Centre
Replied on 15 June 2023
I'm really sorry to receive your review. Our reception team answer calls as quickly as possible. We can receive anywhere upwards of 300 calls each day, and answer each call as quickly and efficiently as possible. If a patient has not had a medication from us before, a medical review is required to ensure safe prescribing. Unfortunately, there is a shortage of GP appointments across London - we've had 7 patients not attend today already - the thoughtless few causing delays to other patients. Please contact me directly at complaints.kingfisher@nhs.net, as I have asked our regional reception lead to check if there is anything sooner we can offer you, in the given circumstances. Julie Patient Experience Manager
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Review titled Wouldn't recommend
Rated 2 stars out of 5
by Anonymous - Posted on 24 February 2023
I have had multiple occasions where it is extremely hard to book an appointment through this GP. End of last year I managed to get an appointment in the 2 weeks (after being severely dizzy for multiple days), and this February '23 the next available appointment (phone) is on Mid-March. The next available f2f appointment is towards end of March, meaning the queues are 1.5 months long? That being said, the times when you manage to book an appointment, the doctors are lovely. However, they are clearly having too many patients registered with them, as only getting through to the reception can take many attempts over the course of days.
Visited February 2023
Review titled Kingfisher Medical Centre
Replied on 27 February 2023
Please contact me directly, so I can appropriately review and respond to your concerns - complaints.kingfisher@nhs.net Unfortunately it is not possible to simply stop registering patients as everyone has the right to register with a doctor, and our contract requires us to provide care to all who chose to register. Julie Patient Experience Manager
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Review titled Terrible practice
Rated 1 star out of 5
by Mrs G K Benaliligha - Posted on 21 December 2022
I do not know what happened with this surgery!!!! ??? When it was Mornington surgery, you can have appointment even the same day. Now, when 2 surgery became one, it is terrible. They do not have appointment at all. Need to call in the morning 40 ar 50 times until reception will answer you. You can die, but there is no appointments. Their advice , call 111. After when you call 111, they will return you for your surgery . You can wait phone call from surgery a few days. They do not care.When you tell them that you need antibiotics, reception advice you to wait for 2 days. They do not listen . I have a big infection of the leg. It was a battle to speak with Dr and have a prescription. Even my husband call them. It is shameful what is became. I hope that CQC can check them. Surgery like this need to be Named and Shamed. I will not reccomend them.
Visited December 2022
Kingfisher Medical Centre has not yet replied.
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Review titled Unhealthy Service
Rated 1 star out of 5
by Anonymous - Posted on 29 December 2022
I have been with this Surgery since 2019 and in the beginning the services were great and I could not complain. Appointments to see a doctor and phone call to book one was excellent to say the least. However, since their merge with another Surgery, its been hell trying to get an appointment. Staffs no longer pick the phone calls you could be trying to get someone to pick your call for over 40 mins without luck some days, and when you eventually get someone to pick the call, they don't have an appointment for weeks to see the doctor or to get a doctor's telephone appointment. Its really sad because sometimes myself and my children will suffer in agony with our symptom which will go on to get worse without proper or adequate medication. They also don't have proper follow up for blood test results, scan or xray result that needs a medical follow up. Sometimes when I call up for a follow up advice on medication after being referred to the main hospital by one of their Doctors, they would not find their own correspondence to me via post on their system. Its really sad because I have been going through pain for a condition that they should have started me on a medication for weeks now and they have not. I have been going through pain, waiting for them to get me seen by a doctor. I have now decided to change from this practice because I don't feel like my health condition can get the necessary support from them.
Visited December 2022
Review titled Kingfisher Medical Centre
Replied on 03 January 2023
Thank you for your review and I am sorry to hear this has been your experience of the practice since Kingfisher Medical Centre took over the care of Mornington Surgery patients. It is incredibly busy for the NHS and specifically general practice, no-one is denying that, and we are providing care and improving access to services as quickly as possible. I am sorry to hear you are choosing to leave the practice ahead of giving us an opportunity to investigate your concerns and work with you to improve your relationship with Kingfisher. I wish you all the best with your new practice and hope you feel able to trust them with your medical care. Julie Patient Experience Manager
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Review titled Great staff but bad service/management
Rated 3 stars out of 5
by Marta - Posted on 15 October 2022
I've been using this GP for the last 3 years and until the merge with Mornington Surgery I could only say good things about it. After the merge, only 1 out of 8 phone calls are answered, I've been waiting for a recurrent prescription for 3 weeks, after 3 requests. Still no answer. I can't complain about the staff (receptionists + nurses/doctors) but everything that relates to the service itself is a pain.
Visited September 2022
Review titled Kingfisher Medical Centre
Replied on 17 October 2022
Hi Marta - thank you for this feedback and I am sorry to hear this has been your experience since our merger with Mornington Surgery Please contact me directly so I can investigate your concerns properly - specifically our call waiting system and your prescription issue I look forward to hearing from you so I can address your concerns and improve your relationship with Kingfisher Medical Centre going forward complaints.kingfisher@nhs.net Julie Patient Experience Manager