King Street Surgery
273 Bedford Road, Kempston, Bedford, Bedfordshire, MK42 8QDContact details and opening times
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Reviews
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Review titled Great service
Rated 5 stars out of 5
by Francis Thompson - Posted on 02 September 2024
Attended the surgery on 31st August for a minor surgical procedure. The Doctor involved and her nurse put me at ease and made the whole experience painless and easy. Since the procedure I have not experienced any discomfort and I have not felt that I need painkillers. Overall a first class job. Thank you!
Visited August 2024
Review titled King Street Surgery
Replied on 03 September 2024
Dear Francis, thank you for your review about your minor surgery procedure on the 31st August. The weekend clinics aren't run by King Street, they are part of our Extended access service offering appts in the evenings and weekends so I will pass the review on to Bedoc who supply this service, I do know that the GP and Nurse you saw work for King Street monday to friday so I can pass your comments to them also. Thank you once again for taking the time to feedback Kind Regards Mrs A Ryder - Management Team at King Street Surgery
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Review titled A comedy of errors
Rated 1 star out of 5
by Anonymous - Posted on 15 August 2024
I care for my elderly father 93 and my mother 87. Dad had a stroke a few years back and mum suffers from dementia. Dad had his yearly diabetes bloods done. A few weeks after the diabetic Nurse calls my daughter who is second contact error number 1. I then called the nurse and asked for the actions required for my father and asked her why she contacted my daughter when I was the main carer and first contact, only to be questioned myself about why my daughter was on there ask contact. We done agreed that a fit and stool sample would be taken from him and a urine sample. The nurse told me that she would put a note on the system for king street to take it in as they cant be asked to do this anymore. Error number 2 not done. I called as the stool sample were difficult to get as he has been going when I am not there. The urine one I had was ok to bring just that in for now. She had to contact someone to get guidance and as promised called me back(thank you), yes bring in the sample and they will print the corresponding sheet to go with it. Error number 3 after waiting for the receptionist for finish her chit chat with a colleague I presented her with the sample and explained I was to bring it and the would print off the tests requested. Only to be told there is nothing on his record requesting a urine test and there was nothing she could do. After asking to speak to the Practice manager she found a way of confirming every thing I said then to be told that the sample was no good and a new was required. I said thank you and I understand it wasn't the receptionist fault what had happened error4 to be replied with " well its like you do" and not in a polite way. Its difficult enough caring and watching your parents going down hill, I don't need a practice charged with looking after elderly people to compound the situation. I will be raising a complaint about my and my fathers treatment from a below satisfactory surgery pay rise for Dr and surgery staff? They don't deserve it.
Visited August 2024
Review titled King Street Surgery
Replied on 16 August 2024
Dear Patient Thank you for your feedback. I'm sorry to hear about the issues you've experienced while communicating with our surgery staff. Your concerns are important to us, and I appreciate you bringing them to our attention. We strive to provide clear and compassionate communication, and I apologise if we fell short. I'll ensure your feedback is shared with the team, and we'll work to improve our processes. We are happy to investigate this further. Please provide the patient names and date of birth with brief summary of the complaint through our website at https://kingstreetsurgery.co.uk/suggestions-comments-and-complaints/ Thank you for your understanding and patience. We strive to provide the best possible care for all our patients. Kind Regards John Bacha The management team.
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Review titled Not the great practice it once was.
Rated 2 stars out of 5
by Anonymous - Posted on 25 July 2024
Experience started well,not to long wait on the phone and was given an appointment the same day.I ended up seeing a young doctor who I thought was very thorough and helpful and the doctor said there was something I could be given to help with the problem I was having but to have some tests first. I noticed on getting the results of my tests a different doctor now seemed to be dealing with my complaint,and told me to take the tests again but as this doctor was not the one who did the original consultation and probably not aware of the discussion that was had at my original consultation or they would have realised the way the test results had come out was because of the problem I had gone up there with in the first place. Anyway I had one more test to do,I waited a week after and knowing from before you are not notified of test results,you either have to ring the receptionist or check online,anyway the tests did not find the problem but the problems still there and you never get a follow up with the doctor anymore so I guess I'm stuck with it or have to book another appointment and start all over again.
Visited July 2024
Review titled King Street Surgery
Replied on 26 July 2024
Dear Patient Thank you for your feedback. We're pleased to hear that your initial experience was positive, with a short wait time and a same-day appointment. We appreciate your kind words about the young doctor's thoroughness and helpfulness. We apologise for the confusion and inconvenience caused by seeing a different doctor and needing repeated tests. We understand how frustrating the lack of continuity in your care can be. We are happy to investigate this further. Please provide your name and date of birth through our website at https://kingstreetsurgery.co.uk/suggestions-comments-and-complaints/ Thank you for your understanding and for bringing this to our attention. We strive to provide the best possible care for all our patients. Kind Regards John Bacha The management team.
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Review titled Rudeness on Arrival
Rated 3 stars out of 5
by Annette - Posted on 25 July 2024
My 75yr Mother in Law visited the surgery yesterday 24.07 , she doesn't attend the doctors very often, so didn't know how to sign in using the screen and informed reception that she didn't know how. She was told quite rudely by the receptionist that she would have to learn and get used to it. I understand that this is the new way of signing in, however common courtesy and an understanding of the elderly in todays technical world should be taken into account, she felt intimidated and felt like she was made to be stupid. In fact the patient after her was treated just as badly, by the same receptionist. That said the Dr who treated my Mother in Law was absolutely superb, pity that the receptionist cant take a leaf out of the Dr's book and find some manners!
Visited July 2024
Review titled King Street Surgery
Replied on 25 July 2024
Dear Annette, thank you for your feedback, my name is Alison and I am one of the management team for King Street Surgery. I am very sorry for the way your mother-in-law was made to feel by the receptionist regarding the usage of the touch screen to check in for her appt. In order for us to make improvements and feedback to the staff please can you let me know which of the 3 sites your mother-in-law attended on the 24th July and whether it was morning or afternoon for the appt. We will then feedback to the staff member and at the next staff meeting can feedback to all staff about assisting those who are not sure how to use the screen. Please send an email to myself alison.ryder4@nhs.net. Best Wishes Alison Ryder
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Review titled Great practice
Rated 5 stars out of 5
by Anonymous - Posted on 20 July 2024
Thank you so much to Dr . When I talked to him about my symptoms he was really understanding and try help . Thank you
Visited July 2024
Review titled King Street Surgery
Replied on 23 July 2024
Dear Patient, thank you for taking the time to feedback to the surgery, we always appreciate a compliment when patients feel they are being cared for. I am pleased you felt the Dr was understanding and helpful. Many thanks Mrs A Ryder Management team - King Street Surgery
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Review titled Rubbish at notifying
Rated 5 stars out of 5
by Alan Moore - Posted on 05 June 2024
My appointment was for 10.00am arrived at 09.50 to be told appointment changed to 09.30 but no one bothered to tell me I was then offered Friday 2 days later. This is the second time within 3 weeks this has happened to me not good enough
Visited June 2024
Review titled King Street Surgery
Replied on 05 June 2024
Dear Alan, Thank you for your feedback. I am writing to apologise for the inconvenience caused by the rescheduling of your appointment and the lack of communication regarding this change. We understand how frustrating this must have been for you. However, I am pleased that you were seen by our health professional at 10:45 AM today, as arranged by one of our management colleague. Please rest assured that we are taking steps to prevent such incidents in the future by sharing this learning within our team. You can leave feedback through our website in future by visiting https://kingstreetsurgery.co.uk/suggestions-comments-and-complaints/ Thank you for your understanding and for bringing this to our attention. We strive to provide the best possible care for all our patients. Regards John Bacha The Management Team
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Review titled Helpful practice
Rated 4 stars out of 5
by Carolyn Radley - Posted on 17 June 2024
My 103 year old mother had a growth by her left eye. I rang the surgery and the receptionist answered after about 5 mins and arranged for a Dr to call me back. Dr asked for phot,as my mother is housebound. The GP made a referral to Bedford Hospital and an appointment for the dermatologist came through after a week and the growth was frozen. I found the Surgery staff very helpful and the GP took action straight away. My mother's prescriptions, ordered online monthly, also always arrive within a couple of days.I am very pleased with the service I have received since moving here in February 2024.
Visited May 2024
Review titled King Street Surgery
Replied on 18 June 2024
Dear Caroline Thank you so much for your positive feedback. It is always nice when patients take the time to give their comments and that they are happy with the service provided by us, we are pleased you mother's growth was sorted and that your prescriptions are promptly issued. We will feed this back to the team. Kind Regards Alison Ryder, Operational Development Manager
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Review titled Basic communication and access issues
Rated 1 star out of 5
by Anonymous - Posted on 30 April 2024
I was told by my GP to record my blood pressure results and send them back to the surgery. However, it appears that the surgery does not have an email address that is staffed. I requested that my results might therefore be sent by text message. Again, no luck (although this is a method that messages are sent to me from the surgery) Many people who work full time do have difficulties turning up to the surgery during its opening hours and this routine correspondence should be capable of being delivered electronically rather than in person. Additionally, I am unable to book appointments online either. About three years ago I moved out of a poor and busy east London area, but my surgery there, despite its very large number of patients, was able to give me electronic access to the surgery, and to book appointments online. I see no excuse, therefore, for this surgery not to do the same and thereby remain current and relevant to the needs of its patients.
Visited April 2024
Review titled King Street Surgery
Replied on 09 May 2024
Dear patient, We apologize for any inconvenience caused by the absence of BP readings on our webpage. You can now conveniently submit your BP readings through our feedback page. We appreciate your bringing this issue to our attention, and we've promptly rectified the problem, restoring the BP reading feature on our website. Thank you for your patience and understanding. We regret to inform you that we're currently unable to reintroduce online booking due to known limitations in access and high demand. We've been facing a significant surge in patient appointments with doctors, even though some cases could be effectively managed by other healthcare professionals such as pharmacy first, First Contact practitioner or minor illness nurses. Rest assured; we are diligently striving to ensure that all patients receive the necessary care in a timely manner. Additionally, we offer e-consultations and extended access through out-of-hours clinics on Tuesdays, Thursdays, and Saturdays. Your feedback is invaluable to us, and we take it seriously. Please take a moment to share your feedback on our website at https://kingstreetsurgery.co.uk/suggestions-comments-and-complaints/, providing your name and date of birth. This will enable us to thoroughly investigate the matter and respond accordingly. Thank you for alerting us to this issue. We are committed to delivering the highest quality care to all our patients and will address any concerns you may have promptly. Kind Regards John Bacha The management team.
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Review titled Abysmal Service
Rated 1 star out of 5
by Gillian Wood - Posted on 02 April 2024
I contacted the practice at 0803 and I was in queue position 45. I work Mon to Fri 8am to 4pm. I continued to hold on for 35 minutes. When I finally got through I was told there was no appointments left. I was told to call back tomorrow. I explained that I was working again and it is not practical for me to do this 2 mornings in a row. I was told my only option was to call back in the morning or come into the surgery for 8am and book an appointment. I again explained this isn't practical I am at work. I was then told to arrange for a friend or a family member to come into the surgery at 8am to book on my behalf. I find this absolutely ridiculous that you are expected to call in again after being on hold for 35mins while you are at work and the same thing could happen. This service does not work for the working population. So disappointed that a telephone appointment could not have been made for me the following day.
Visited April 2024
Review titled King Street Surgery
Replied on 03 April 2024
Dear Gillian, thank you for the feedback, my name is Mrs Ryder and I am one of the management team at King Street, Kempston, Bedford. I am sorry for your recent experience. Our Appointment line opens at 8.30am, not 8am, we offer the queue buster call back option to save our clients holding and then the phone system will redial once near the front of the queue. Our doors also open at 8.15am, not 8am. We also offer pre-bookable appts that are added daily to our system in the afternoons for 14 days ahead, so by calling late afternoon we would be able to offer an appt 14 days ahead. We also have our econsult system that is available via the website and these are usually processed within 48 hours. The appts released at 8.30am each day are for on the day, more acute symptoms. There are also many services now offered by the local pharmacies under the pharmacy first scheme. I have tried to locate your patient details but cannot find your name in our system to trace the calls for you. Kind Regards Mrs A Ryder
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Review titled Dreadful
Rated 1 star out of 5
by Anonymous - Posted on 08 March 2024
My 82 year old dad has been trying to get an appointment for days by calling at 8.00am each day and waiting 45 mins to speak to someone. After being continuously told there were no appointments left but he could come and wait outside the following morning (shocking in itself) he walked the mile journey this morning and was first in the queue of around 6 or 7 others when my daughter who completely by chance arrived for an appointment with the nurse. She was appalled to find her papa waiting outside in the cold so early in the morning, knowing that he had walked there. He was eventually spoken to by a receptionist who told him to go home and she’d get a doctor to phone him before 6.00pm!! He then had to walk all the way home again and await a call. The fact that my dad is 82 and the receptionist had no idea what he was calling for but still thought it acceptable to tell him that he could come and wait outside if he wanted is absolutely horrifying in my opinion. His need thankfully in this case was not desperately urgent so would quite happily have taken an appointment in a day or 2 but no, it seems this is not possible. Now I expect that he like many others will put off phoning now even if the need is urgent which is exactly why A&E departments are at breaking point as GPs are not providing the service they should be. Beyond dissatisfied with this practice and are currently looking to try to have him registered elsewhere.
Visited March 2024
Review titled King Street Surgery
Replied on 18 March 2024
Dear Patient, I apologize for your recent consultation with the doctor, and I regret that you feel it did not meet your expectations. Your feedback is valuable to us, and we take it seriously. Could you please take a moment to leave us your feedback on our website https://kingstreetsurgery.co.uk/suggestions-comments-and-complaints/ including your name and date of birth? This will allow us to investigate the matter thoroughly and respond to you accordingly. Thank you for bringing this to our attention. We strive to provide the best possible care for all our patients and will work to address any concerns you may have. thanks John bacha The management Team