The Keston Medical Practice Reviews Summary

Appointment System

Pros:

• "Always get an appointment at short notice and the booking process is easy to do."
• "I have always made sure that I telephone at 8 am and the receptionists have been very helpful in making an appointment for me with a doctor of my choice."
• "Appointments on the same day, excellent customer service from the lady who calls in a matter of 30min-1hour after you complete the online form."
• "He called on time, he was courteous, we discussed my condition and stats and he provided helpful advice on the choices available for a way forward and was clearly 'au fait' with my condition."
• "Excellent, professional service. The new system they have in place is very efficient."
• "New system fairly easy to use. No waiting in a queue or ringing several times."
• "The new booking system works brilliant as I received a call back a few hours later."

Cons:

• "I’ve been waiting for my blood test results for a month, i called them 5 times, they told me they have the results but is no doctor available to read them."
• "You will never get an appointment over the phone."
• "very poor service. Have to call in at 8am like a bloody lottery waiting to get through."
• "Very difficult to get appointments. On the phone and booking system."
• "Doctor's are always late for appointment made my daughter wait 45 min still could not see so just left."
• "Been trying to get an appointment for a couple of weeks, always 40+ in the queue."
• "It's impossible and very frustrating to get an appointment, any advise or prescription."

Staff Professionalism

Pros:

• "He takes time to listen to all his residents and the staff."
• "The wide variety of doctors ensures they cover many specialities."
• "The doctors are excellent, and despite the huge pressure on patient numbers and the long hours they deliver a very good service and genuinely care for their patients."
• "The Dr's. Are knowledgeable and attentive and I have only received the best service from the entire team."
• "The doctors and nurses are competent and polite."
• "All the doctors, nurses and office/reception staff have been nothing but friendly and helpful."
• "The clinical team are all highly knowledgable and this gives me a lot of confidence."

Cons:

• "Avoid DR Adam, she is rude, unprofessional and has a don’t care attitude."
• "They say something and denies it the minute after."
• "when i advised her about my health problems she replied 'what should i address first, and is it important'?"
• "Doctors seem clueless to any symptoms other than a common cold."
• "Doctors seem to not take medical concerns seriously."
• "The doctors are always nice."
• "Doctors have a don’t care attitude, and rush you through your appointment."

Customer Service

Pros:

• "I want to thank all the reception staff who are always willing to help and are patient and empathetic."
• "Angie the receptionist has really helped me today."
• "5 stars for Receptionist Angie Barnes - She is an absolute star!"
• "After submitting a sample, I received a phone call from a GP less in than 48hrs hours later with the results."
• "The staff greeting and directing patients were friendly and efficient."
• "Every time I've called with a query the staff are so helpful and friendly."
• "All staff I encountered were extremely welcoming and helpful."

Cons:

• "reception staff need training in customer relations or service."
• "Very unhelpful, their telephone manner is appalling, and face to face they're even worse!"
• "The rudest and most unhelpful reception staff I've encountered in sometime!"
• "The lady at reception was extremely rude."
• "Mid way through an appointment I was told to book another one as I was taking too long, in my life I have never been so shocked, upon asking the receptionist, I was met with a rude, cold and damn right disgusting manner."
• "Rubbish service!! The receptionist are useless!!"
• "The receptionists are SO RUDE!"