Hammersmith Surgery

Frustrating delays and poor communication at surgery

I encountered substantial problems with the administrative efficiency and communication protocols at this Hammersmith medical practice. My diagnostic test outcomes were postponed by nearly a week, and when I followed up, the personnel remained unable to track or explain the current state of my results.

Patchs portal fails at basic scheduling functionality

As a tech executive, I can confidently state that their client portal, Patchs, represents one of the most poorly designed scheduling tools I've encountered. The appointment booking process is remarkably inefficient. Typically, phone systems provide immediate interaction, allowing you to select an available time slot quickly and efficiently. However, these systems become useless when the office is closed. Email communication works during off-hours but lacks the immediacy of real-time scheduling. Patchs has somehow managed to combine the worst aspects of both methods with zero compensating advantages. It's neither real-time nor flexible, only functioning during standard office hours. Even as a basic workflow management system, it should be capable of accepting and queuing requests outside normal business hours. Ideally, it would enable booking of open slots during off-peak times. Implementing a simple Google Calendar or Calendly solution would be exponentially superior to the current Patchs platform.

Nightmare healthcare experience at dysfunctional medical practice

A truly abysmal general practice clinic in west London. The medical staff are incompetent, and the front desk personnel are equally awful. Scheduling an appointment is practically impossible, with constant last-minute cancellations. Getting any medical assistance requires an extraordinary amount of effort, and the physicians appear completely out of their depth. I strongly recommend choosing absolutely any alternative medical practice over this one. And let me emphasize again how dreadful the reception staff are.

Exceptional Care at Hammersmith Surgery

I want to express how remarkable this medical practice is! The general practitioners here are outstanding, and during the past few months, I have consulted several different doctors who have provided tremendous assistance and support. I can only commend this surgery for their role in enhancing my life. A special thanks goes to Dr. Chantelle Wildman, who is truly incredible! She consistently demonstrates professionalism, kindness, and genuine care for her patients. I am grateful to everyone at The Hammersmith surgery for their exceptional service and dedication.

Terrible service and zero customer help

I'd rate this experience as rock bottom if the rating system allowed it. Utterly useless and indifferent. The front desk staff flatly stated that a doctor's note was impossible, insisting it must come from a sports physician. Upon inquiring about locating such a specialist, they coldly claimed they were prohibited from offering any guidance and refused to provide any additional assistance. Obtaining a medical clearance does not necessitate a sports-specific physician, as a simple health verification signature would suffice. Steer clear of this establishment entirely.

Endless Wait Turns Customer Service Nightmare

I was stuck on hold for an excessively long time, desperately attempting to secure an earlier medical appointment for my grandmother, as the facility had initially scheduled her for a date far in the future.

Friendly service makes this place shine

Fresh team members who are excellent, I'd absolutely endorse this place.

Rushed Appointments, Delayed Testing, Inadequate Care

Consultations are limited to a duration of 10 minutes, but half of that time is dedicated to the process of completing referrals. This leaves only about five minutes for actual conversation with the healthcare provider, which often feels insufficient. Moreover, if you require testing, you may find yourself waiting on a list for anywhere from four to six weeks before receiving appropriate medical attention.

Exceptional Service at Surgery: Friendly and Professional

I can confidently give this surgery a five-star rating, but that doesn't fully capture my experience. The receptionist, Dina, along with Dr. Ruprai, were exceptionally welcoming and professional. I highly recommend their services! After my visit today, I walked out of the clinic beaming with joy. Thank you once more for everything! 👍

Poor Reception Team Undermines Customer Experience

The customer service was extremely disappointing, lacking assistance during both the booking process and when managing scheduled referral appointments. Overall, my experience with the receptionist team was unsatisfactory.

Swift and smooth healthcare response

Medical procedures frequently attract critical feedback from individuals who've encountered subpar treatment, with satisfied patients being less inclined to share their experiences. In my case, I was pleasantly surprised after initiating contact through the 111 service. The consultation with the general practitioner was smooth, and a subsequent appointment was promptly arranged.

Taxpayer Frustrated by GP Appointment Delays

I rarely go to my general practitioner unless it’s absolutely necessary. However, when I try to schedule an appointment over the phone or through the online system, it often turns out there are no available slots for weeks on end. Even in urgent situations, I have been contributing my taxes for more than 25 years and still do so diligently. It’s hard to accept that this is the kind of service I am funding. At times, I wonder if it would be appropriate to request a refund for my tax payments, thinking that if I'm unable to secure an appointment then perhaps they shouldn’t benefit from my contributions.

Terrible healthcare nightmare at local medical practice

Absolutely the most incompetent medical practice in the city. They treat patient care like a complete farce, showing zero professionalism or genuine concern for your medical well-being. Utterly useless and disrespectful.

Rude Receptionists: A Customer Service Nightmare

The front desk staff display a very unfriendly and uncooperative attitude.

Appointment Chaos: Unprofessional Medical Practice Nightmare

I cannot emphasize enough the level of anger and frustration I feel towards this doctor's office. There always seems to be an issue, confusion, or some sort of misunderstanding originating from their end. Each time I attempt to schedule an appointment, I find myself on hold for anywhere between thirty minutes to a full hour. When I finally manage to get through, the call often disconnects automatically or someone hangs up on me. After multiple attempts and calls back again and again, when I do reach someone capable of assisting with my appointment—while it's manageable—I still need to see the doctor in person first. Afterward, I'm left waiting anxiously for my results. When I follow up by calling them again, it becomes clear that the receptionists are often clueless about what they’re doing. Over many years I've encountered misinformation more times than I'd like to remember; however, this latest incident has truly pushed me over the edge compelling me to leave a review about my experience. The receptionist provided me with feedback regarding my results when requested; she even sent proof via email as evidence upon my asking for confirmation which she did provide promptly. Upon reviewing these results closely revealed several concerning abnormalities in my health indicators. Consequently, I reached out once more seeking an opportunity with the doctor specifically aimed at discussing these findings further. She informed me that she would arrange a phone consultation for Saturday 15th February—a call that never happened! This week has been consumed by attempting repeatedly contact them regarding both their failure on following through with our scheduled conversation and clarity around those troubling results. The receptionist assured me she’d return my call immediately after our conversation on Monday 17th February—but surprise! That callback also failed to materialize. Now here it is Tuesday already and I'm still pursuing answers from them—they insist there’s an appointment set for 26th February which was never confirmed by myself nor discussed during any prior interactions! They seem intent on making arrangements without keeping me informed—a patient who deserves transparency—particularly after they mishandled things concerning our initial plan on 15th! Their actions appear unilateral while entirely disregarding communication protocol! They avoid taking responsibility altogether while completely ignoring glaring mistakes made along this journey concerning appointments tied directly into significant aspects of healthcare management affecting MY well-being ultimately contributing nothing but distress instead! This situation merely adds unnecessary complications where professionalism should prevail—it’s utterly unacceptable service quality being experienced here at such critical junctures related directly toward overall personal health management needs too frequently overlooked now leading only toward greater worry moving forward unwelcomed into future encounters ahead if change doesn’t arrive soon enough!

Positive GP Experience Despite Some Grumpy Receptionists

For the past 23 years, I have been a patient at this GP surgery. I find that the introduction of more pharmacists has proven to be beneficial. Additionally, I appreciate the option to schedule a telephone appointment when an in-person visit isn’t necessary; this service was particularly valuable during the Covid pandemic, allowing me to secure appointments without any hassle. While some reception staff members may come across as unfriendly, I don’t think their demeanor should significantly impact my overall rating due to just a few less-than-pleasant interactions. To those working at reception: Having experience in customer-facing roles myself, I understand how demanding it can be. It’s essential to treat patients with the same respect and kindness you would wish for yourself. Everyone faces their own challenges while also managing interactions with difficult individuals. I often say that responding with kindness is key in these situations. Furthermore, implementing weekly debrief sessions could greatly benefit all staff members by providing them an opportunity to express frustrations and decompress from their day-to-day experiences effectively.

Rude receptionist mars otherwise pleasant medical visit

I stopped by this medical practice on December 8th at approximately 10 in the morning to address my ongoing back issues. The middle-aged receptionist with cropped hair was inexplicably hostile, displaying an unwarranted negative attitude. She seemed perpetually irritated, constantly sighing, rolling her eyes, and expressing general discontent for absolutely no apparent reason... Good grief... I hope she experiences similar treatment when she finds herself in a vulnerable position seeking assistance. In stark contrast, the young receptionist and the physician who treated me were incredibly kind and went above and beyond to provide support. My heartfelt gratitude goes out to both of them.

Impossible to reach customer service nightmare

This medical office is absolutely impossible to contact via telephone!!! I've been attempting to call since early morning. Over an hour has passed and I still haven't managed to speak with a single staff member. I'm repeatedly subjected to hold music, only to have the call unexpectedly disconnect. This frustrating scenario has repeated multiple times throughout the morning. I remain completely unable to reach anyone by phone.

Swift, Positive Experience with Dr. Wade

This morning, I visited Dr. Wade and had an incredibly uplifting experience. Upon my arrival, I was immediately seen without any delay. Dr. Wade demonstrated great attentiveness; she listened carefully to my concerns and conducted a quick assessment. She provided clear and detailed explanations of the subsequent steps while addressing any potential worries I may have had. The staff at the reception were delightful as well when I left the office. I was in and out within just ten minutes, with a follow-up appointment scheduled at St Mary’s Hospital. If more individuals took the time to share their positive experiences through reviews instead of only voicing negative feedback, it would certainly lead to a more equitable representation of this practice’s ratings.

Unprofessional Staff and Medication Mismanagement Disaster

I was unable to meet with a doctor in person because my appointment was cancelled, which left me feeling quite let down. To make matters worse, the reception staff displayed a lack of professionalism and courtesy, leading me to feel as if I were the problem. Additionally, my crucial medication was halted without any warning, which raised significant concerns for me—particularly since these are high-dose medications that should not be discontinued suddenly. In summary, my encounter at this facility was extremely disappointing. Consequently, I am considering changing my general practitioner after being registered here for barely a month.