Brownlow Health @ Kensington Park - Liverpool

Jasmine W.

Poor service today regarding receptionist. I feel that a small minority of receptionist's at kensington park medical centre surgery don't like being asked questions. Don't take crhonic illness and mental illness seriously they play games like hang up straight away they then pick up say nothing then they pick up say something and hang up i have it all recorded i even used a different phone because there excuses where its my phone but they didn't realise i was on a different device only when i mentioned putting in a complaint did i get spoken to with any sort of manners if you can call sarcasm as manners I've been waiting 3 days for my epilepsy medication heart medication stomach medication and inhalers rang up 3 times today to be told ring 999 if I'm weezing even though I require a inhaler not an ambulance was told to ring back at 3 after calling at 11 the doctors are amazing the receptionists there are some very disrespectful staff members so if the manager could get in touch I wish to make a formal complaint regarding 2 staff members which I won't name out of respect for there privacy but will be showing there manager the level of customer service you get and the childish games they play on sick people absolutely inhumane and cruel

hamed B.

I recently visited the GP and had the pleasure of being seen by Dr. Cut. She is a young, kind, and incredibly helpful doctor. Dr. Cut took the time to listen to my concerns and provided the care and attention I needed. Her kindness and professionalism made a significant difference in my day, and I am so grateful for her support. I highly recommend Dr. Cut to anyone looking for a compassionate and knowledgeable doctor. Thank you, Dr. Cut, for your wonderful care!

Sarah B.

I can’t really fault the staff or service I receive from the practice. I’ve been registered since I moved to the area in October 2020 and had countless appointments for various things. Unfortunately, the practice has decided
to change its online health provider for some reason (probably financial) and it just isn’t a smooth or user friendly experience! I could previously use the NHS app for e-consults, prescriptions, check my records and test results and now I have to use something on the GP website that didn’t work when I tried to register. Please go back to the old system!

Claudine L.

Every day Mon to Fri I ring up the doctor and I get the same thing no appointments they are all gone I have been suffering with chronic pain in my arms, sides, stomach, bum, legs (burning, aching, pressure feeling)

[ ] Constant body heaviness

[ ] Swelling in arms, legs, sides, bum, back, stomach

[ ] Fatigue/tired all the time

[ ] Skin feels tight or stretched

[ ] Bruises easily

[ ] Low mood, anxiety, or anger from being in pain

[ ] Trouble sleeping due to pain/discomfort

[ ] Stiffness or limited movement and I can't even get appointment to see a doctor I cope anymore i just wanna see a doctor or have a doctor call me about problem

Alex J.

While the GPS and nurses are amazing some of the women at reception are exceptionally rude. I understand that they probably have to deal with so much, but as a patient who attends for the GPs excellent mental health help, the receptionists are almost panic attack inducing.

From the get go, they don’t understand how to get a patient’s attention without sounding annoyed or a being respectful. I know that not everyone suffers from sensory issues or hearing difficulties but I’d think the receptionists would understand they actually need to make an attempt. Following on, they make it hard to communicate with them and are impatient.

Sean T.

Poor service a while back regarding giving me wrong information by receptionist.
I feel that a small minority of receptionist's at kensington park medical centre surgery don't like being asked questions.
I was also told that you can't make a walk in appointment at 8.00am in the surgery which is not true.
I have raised a formal complaint.

Giliane F.

I can honestly say that mostly I think this is an excellent practice. The place is always clean, plenty of parking space and the building is inviting. The reception staff are all very helpful and friendly, they are polite and always understanding of what one may be experiencing. It is challenging to get across at 8am to book an appointment, however, the e-consult is very useful and addresses most concerns. GPs almost always reply to them on the day or the next day at the latest. If you need an urgent appointment for the day, like when we needed one for our little boy, it has always been available. For non-urgent needs the wait is a bit longer, often we were able to get an appointment within 2 or 3 days while once or twice we needed to wait nearly a week but you can try calling in at 8am for a same day appointment especially if symptoms get worse. The GPs are extremely professional, they always serve with a smile, they listen to your concerns and trust in what you have to say. They never act as if they know more than you do because they are the professional, instead they are respectful, compassionate and understanding. However, sadly we give a 3 star because the Nursing staff are nowhere near as approachable as the GPs. Nearly every appointment we have had with a nurse, we were somewhat belittled and made to feel that we do not know what we are talking about. They have not believed us when saying something doesn't work for instance. This is very frustrating because our voice is then not heard and they simply do what they want without discussing with us (unlike the GPs that fully discuss options with us). We have even been told that we would not understand options as we are 'only' the public and not a nurse (even though we are health care professionals ourselves). So it is very frustrating to attend an appointment, wanting care, kindness and compassion but instead experiencing the above and leaving the clinic with an angoing ailment and dismay, frustration and disappointment on top of it all. We understand that everyone is overworked but the patient should remain at the heart of everything and should be listened to just like the GPs and receptionists do.

jamie C.

I didn't have the best experiences with Brownlow before, but I was sent to this specific branch two months ago for a phlebotomy and it was quite good. The receptionists were kind and and the nurse that drew the blood for me respected the fact that I have genuine needle phobia so did her best to make me feel comfortable and didn't hurt me at all (I have had bad experiences with blood tests in various centres in Liverpool and this was one of the best experiences). Their service is also very timely and quick, as my whole visit lasted nine (9) minutes.