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 Extremely poor attitude to the patient
Rated 1 star out of 5
by Iwona Kowalewska - Posted on 20 June 2023
GP makes myself and my friend anxious. I have been there to translate to my friend as he does not speak English. The whole appoitment time was 11minutes and 5 seconds. GP repeted several times that we can speak only about 2 health issues at the appoitment. We raised 2 health issues and disscuss about this. The last thing which we wanted to ask why the referal from GP to the hospital did not arrive? GP send a referral at the end of May but the Hospital did not receive it. GP was agruing that we alredy spoke about 2 issues and he did not want to help us to chase up referal even thought was not health issue. Moreover, GP spends more than 1,5 minutes on his computer which was stucked. It is not patients issue .. this is computer issue which stolen the patient valuable time with GP. Overall the quality, emphaty and professional of this GP is very poor. I do not recommend King Street Surgery if you seroiusly careing about own health.
Visited June 2023
Review titled King Street Surgery
Replied on 25 July 2023
Dear Iwona Thank you for your feedback, my name is Mrs Ryder and I am part of the management team. We do offer a full translation service and try to discourage patients from bringing along friends and family to translate for them. Our GPs try to keep to their timings for appointments which is why they restrict it to 2 health matters. I understand that you feel the GP did not help with chasing the referral letter and that they had some technical issues with the computer. We offer an online consultation service via our website called econsult and this would be an opportunity for you to submit your query. We are sorry you felt the GP was not professional and we do pride ourselves on being a caring practice. Mrs Ryder Management team
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Review titled Phone lines
Rated 1 star out of 5
by Anonymous - Posted on 11 May 2023
Phoned twice today both times got cut off!!!After waiting for ages even when I was supposedly no 1 in the queue. Didn't try again as nearing 12.30 ,lunch time for them and would have been cut off again. Agree with all other reviews ..hopeless
Visited May 2023
King Street Surgery has not yet replied.
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Review titled Unhelpful uncaring reception staff
Rated 1 star out of 5
by Anonymous - Posted on 14 March 2023
My dad has terminal cancer and to ask for a stronger painkiller I was told I had to make an appointment but all appointments were taken. We have been told by the hospital that the gp will look after him as he has stage 4 end of life cancer in lung and bones. To contact a doctor or paramedic is difficult because the receptionists do not help.
Visited March 2023
Review titled King Street Surgery
Replied on 15 March 2023
Dear Patient, thank you for your feedback, my name is Mrs A Ryder and I am part of the management team. I am sorry for your recent experience where you requested stronger painkillers but were told to book an appt. We would like to investigate this further so that we can listen to the phone call and speak to the staff concerned. Please email the details of your father to us alison.ryder4@nhs.net
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Review titled They shut eConsult at 10 am every day
Rated 1 star out of 5
by Anonymous - Posted on 04 April 2023
As everyone else says here it is impossible to get an appointment via the phone and they don't let you book online. I called at 8:31 was given a callback and then when they called me back they said all the appointments were gone and offer me one for 2 days later!!!! 1 minute after the surgery opened! But what is really deplorable is that even though they do have econsult which states that "it is available when the surgery is open" they also shut this down before 10 am every day!!! Thus we have no option but to just keep calling every day. If you are lucky to get a phone appointment it is of course at a random time and if you have to attend a F2F one then you simply have to be off your work for the whole day. You are paid by the tax payer. The surgery is underperforming and puts patients at risk. Please reassess this surgery.
Visited March 2023
Review titled King Street Surgery
Replied on 14 April 2023
Dear Patient Thank you for your feedback, my name is Mrs Ryder and I am part of the management team. I understand you are frustrated about not being able to get an appointment. Our econsult number are limited daily in the same way the appointments are, they aren't turned off at 10am. We have an allocated number per day, which are put on to a rota for a clinician or admin person to review, once they have been used each day and the limit reached the system turns off. We open our phone lines at 8.30am each morning and use all the appointments available for that day. Patients have the choice of a phone call appointment, a face to face appt or a video consultation. The callback system is designed to save patients waiting in the queue on the phone and it automatically calls you back once you are at the front of the queue, it doesn't always means there will be appointments available. Our pre-bookable appointments are available one week ahead of the current week at the moment. This will be reviewed once national guidance is confirmed about GP surgeries seeing patients within 2 weeks. Kind Regards Mrs Ryder King Street Surgery
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Review titled Dr I saw today
Rated 4 stars out of 5
by John Devitt - Posted on 01 February 2023
Its been a long time since I was in a consultation with such a thorough and welcoming doctor. I cannot recall her name but she was very very accommodating and her manner was superb. She knew how to talk to people and reassure them and didn't leave any stone unturned. She is an asset to your practice.
Visited February 2023
Review titled King Street Surgery
Replied on 02 February 2023
Dear Mr Devitt Thank you for your feedback, we have checked your notes and you saw Shamaine King, we will of course pass on your feedback to her, Kind Regards Mrs A Ryder - Management team
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Review titled Awful
Rated 2 stars out of 5
by Anonymous - Posted on 03 February 2023
This surgery is spilt into 3 different branches. I had to attend the cater street branch today with my daughter. It was terrible. Waiting room was full people coughing everywhere and not 1 window opened! It amazes me how during covid everyone was so worried about hand washing, distancing, airflow...but in a doctors surgery waiting room you dont think to even keep a window open! Insanity. My daughter is 6 so obviously wont wear a mask. I took her there about something that is not catching but now she was sitting in that waiting room for half an hour who knows?! Open windows!!!! Then we also had to wait half an hour after her appointment time without even being told the doctors were running late!
Visited February 2023
Review titled King Street Surgery
Replied on 15 March 2023
Dear Patient, thank you for your feedback, my name is Mrs A Ryder and I am part of the management team. We are sorry for your recent experience at Cater Street site where you felt the waiting room was not being ventilated, did you bring this to the attention of the receptionist on duty? We have since fed back to staff that our waiting rooms need ventilation without patients then experiencing cold conditions. Sorry you were not informed the doctors were running late, where patients use the self check-in screens it isn't always easy to see who has arrived if our staff are on the phones constantly too, however, we will take your comments on board and feedback to staff
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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