Hammersmith Surgery

Good Doctors, Failed by NHS System

Throughout the more than 35 years that my wife and I have been patients at this practice, we have had predominantly positive interactions with nearly all of the doctors here. While there have been moments of frustration with the booking system—especially when needing to call in starting at 8 am during downtime—we've always managed to secure appointments. Furthermore, our experiences in terms of professionalism during consultations and prompt referrals when needed have generally met our expectations. However, a recent challenge arose due to changes within the NHS; specifically, they no longer possess the authority to refer patients for MRI scans since musculoskeletal services are now outsourced. This shift has resulted in difficulties for us; my wife has faced three cancellations trying to see an orthopedic consultant and is currently enduring significant pain. Consequently, we are forced into private surgery options that are depleting much of our savings—a situation that likely would not have occurred prior to Covid-19's impact on healthcare services.

Grumpy staff ruin patient experience at local clinic

The medical practice urgently requires leadership changes. The first step should be replacing the unwelcoming front desk staff, followed by addressing issues with the practice manager.

Exceptional Staff Despite System Challenges

Excellent GP! 🌟 The problem with PATCHES does not lie within the Hammersmith Surgery itself; rather, it stems from broader systemic issues. Everyone employed here is exceptional and consistently offers their assistance! I truly appreciate your support! 😊

Frustrating Appointment System Blocks Patient Access

Securing an appointment through the Patches system is incredibly challenging. You might log on right at 8 AM or precisely at 2 PM, which are said to be the only moments available for inquiries, yet each time you attempt it, the system indicates that all slots are already filled. I was fortunate to secure an appointment just once last year and have been attempting to reach a GP again for a straightforward prescription without success for several months now using Patches. It has become increasingly frustrating as my efforts continue to yield no results in accessing care when I need it most.

Compassionate service makes booking a breeze now

The customer service team has made significant strides in their approach, showing genuine care and providing better assistance for those struggling with online booking. Recognizing that not everyone is tech-savvy, they've enhanced their support. A big kudos to their improved service! 🌟🌟🌟🌟🌟 Special recognition goes to Dina for her outstanding service, and heartfelt appreciation to the compassionate and patient doctors like Dr. Fernandes and Dr. Bradley. However, it's worth noting that not all medical staff share this commendable attitude, as some seem more interested in quickly dismissing patients upon arrival. 🥶😱

Worst UK Surgery: Incompetent Staff and Failed Treatments

Inept, disrespectful, and unable to address simple issues, their demeanor is off the charts. The patches consistently fail to function properly, and there's a sense of entitlement. This clinic represents one of the poorest surgical experiences in the UK; if it were a private entity, they would likely have no clientele at all.

Clinic Delays and Disrespect Worsen Patient Experience

This location is truly disappointing. There seems to be a lack of courtesy, as the reception staff exhibit rudeness. It has now been six days since I submitted my results, yet I have not received any information back. Furthermore, I am unable to schedule an appointment for another two days, and they informed me that they cannot reach out today to address my concerns. My health condition is quite serious.

Worst destination ever avoid at all costs

Absolutely a destination you must avoid at all costs before kicking the bucket. Strongly advised against. Even the superficial sympathy of an internet influencer would provide more value than this establishment.

Declining Surgery: From Excellence to Appointment Nightmare

I have been a patient at this surgery for more than a decade. During that time, I've required to see a GP roughly five occasions, and each instance compelled me to seek care either at A&E or through private services. The Patch system frequently experiences issues during peak hours or reaches full capacity and subsequently ceases operation. The reception staff often lacks compassion in their interactions with patients. Currently, there are no walk-in appointments available nor any other options at the practice anymore. Regrettably, securing an appointment on the same day is impossible even for urgent matters; the standard recommendation is to go to A&E or wait up to two weeks until an appointment can be arranged. Initially, this surgery provided excellent service when it first opened its doors; however, it has unfortunately deteriorated significantly over the last five years.

Helpful Staff, Failing Systems for Visually Impaired

Medical professionals, including doctors and nurses, provide valuable assistance; however, the patching system is inadequate for its intended use. It tends to hit capacity shortly after it becomes accessible online and is often unavailable for the remainder of the day. The reception team sometimes fails to check me in for my appointments despite being fully aware of my visual impairment and inability to utilize the touch screen service. This oversight leads to considerable unnecessary stress on my part.

Neglected Patient Battles Healthcare System's Cruel Indifference

Last year, I faced a severe illness that brought on distressing symptoms impacting my connective tissues from head to toe. This resulted in the atrophy of both my fat and muscle, along with widespread nerve pain and constant headaches. The entire ordeal has been extremely traumatic for me, yet since then, others have often minimized my symptoms by attributing them to mental health concerns. This experience is unlike anything I’ve encountered before; I am shocked by the lack of care I've received. The staff here demonstrate a complete absence of empathy, while the reception team is particularly rude and unhelpful. Moreover, the Patches service is frequently unavailable and they do not respond to emails in a timely manner. When attempting to call for assistance, there’s usually an excessively long wait time which makes it frustratingly difficult to reach someone who can help me. Consequently, I feel compelled to file a formal complaint regarding my treatment here as it has left me feeling deeply hurt. For quite some time now, I've refrained from writing a review in hopes that their attitude towards me might improve; however today’s interaction with the reception staff was simply too much for me to bear any longer as they were consistently rude during our exchanges. It seems evident that this surgery needs new personnel because complaints about their service are not uncommon—and mine certainly won't be the last one made. On a positive note, I want to acknowledge Katie—the mental health nurse—who works at this practice; she stands out as one person who has genuinely demonstrated understanding toward what I've endured throughout this process. While I also recognize that my doctor is understandably busy and may not fully grasp what happened within my body—something for which I do not hold her accountable—I still find myself without any guidance or support in resolving these issues on medical matters related specifically to me. I’ve been forced into seeking private healthcare options due increasingly prevalent negligence within this facility's approach towards patient care—it’s disheartening—and all I'm left hoping is that no one else ever has an experience similar like mine again.

Longstanding Patients Praise Hammersmith Surgery's Exceptional Care

My husband and I have been patients at Hammersmith Surgery for over 35 years. Throughout this time, we have consistently appreciated the quality of our appointments, tests, diagnoses, and follow-up care. Even during the COVID pandemic, they remained operational, allowing us to continue with in-person appointments without interruption. Recently, I had the opportunity to try out the new Patches system that has been introduced on a national level. I discovered that it was quite user-friendly and an improvement compared to having everyone call in simultaneously; this system allows staff to effectively prioritize urgent versus non-urgent appointments, which is beneficial for all involved. Additionally, I found great value in the ICT Patients Know Best system as well. Just this week while waiting in the reception area, I observed how accommodating and patient the front desk staff were when addressing any questions or concerns from patients. Overall, I highly recommend this surgery based on our positive experiences there over many years.

Unreliable Service: Appointments Never Honored

It feels incredibly frustrating when they schedule appointments but fail to honor them.

Quick appointments and caring staff make surgery shine

Excellent medical procedure, with consistently prompt scheduling and incredibly supportive personnel.

Terrible service from a horrible receptionist

The elderly receptionist displays an appalling attitude and lacks basic courtesy. Their transition to online booking through 'PATCHS' is futile, as the system perpetually appears to be inaccessible. Utterly disgraceful

Frustrating booking system with decent medical care

The appointment scheduling process here is absolutely dreadful. It's nearly impossible to secure a slot for a consultation. I've reluctantly given two stars because the medical staff are genuinely skilled when you finally manage to see them. However, if their booking system doesn't improve soon, I'll definitely be seeking healthcare elsewhere.

Exceptional surgical experience beyond expectations

I'm truly impressed by this exceptional surgical experience. It stands out as extraordinary and one-of-a-kind. The medical professionals and entire staff demonstrate remarkable expertise, combined with an incredibly supportive and courteous approach.

Terrible medical practice with dangerous communication failures

I'd give this practice a negative rating. Having been with this surgery for nearly three decades, I've witnessed a steady decline in their service quality. The receptionists fail to understand that they are the initial point of contact for patients seeking help. A single negative interaction could potentially have dire consequences. They've transitioned to an online system, and despite being the sole caller in the queue, they were unhelpful in guiding me through the sign-up process. Even as a computer-savvy individual, I found the website navigation confusing and requested assistance, which they flatly refused. I'm deeply concerned about how less tech-savvy, elderly, or computer-less patients would manage. This level of indifference is genuinely alarming and could be life-threatening. The doctors themselves are generally pleasant. However, the receptionists are exceptionally obstructive and seem oblivious to the potential harm they're causing. The service is deplorable. My advice: steer clear.

"Fantastic Staff in a Lovely Environment"

Charming atmosphere complemented by exceptional personnel.

Exceptional healthcare with compassionate medical team

A truly exceptional General Practice!