Hammersmith Surgery
Poor! (86 reviews)
Poor! (86 reviews)
Feedback on this practice reveals a deeply divided patient experience, with significant concerns about appointment access and reception courtesy offsetting some positive feedback about medical staff competence. Patients consistently report difficulties securing appointments through both phone and online booking systems, with many experiencing disconnected calls, lengthy wait times, and unavailable slots. Reception staff conduct is a recurring concern, with multiple accounts describing discourteous interactions, lack of empathy, and poor communication during routine contact. Administrative processes, including prescription handling and follow-up communication, are frequently cited as inefficient and unresponsive.
In contrast, medical professionals including doctors and nurses receive regular praise for their clinical competence, attentiveness, and supportive approach to patient care. Several patients highlight positive experiences with specific doctors and the efficiency of clinical consultations and procedures. Some long-term patients report consistent satisfaction with care quality and appointment availability, suggesting variable experiences across different service areas.
The practice's transition to online booking systems has generated mixed reactions, with some patients finding the process user-friendly whilst others describe it as inaccessible and frequently unavailable. Overall, the feedback indicates a practice where clinical care standards are generally maintained, but operational and administrative functions require substantial improvement to meet patient expectations for accessibility, courtesy, and responsiveness.
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Feedback on this practice reveals a deeply divided patient experience, with significant concerns about appointment access and reception courtesy offsetting some positive feedback about medical staff competence. Patients consistently report difficulties securing appointments through both phone and online booking systems, with many experiencing disconnected calls, lengthy wait times, and unavailable slots. Reception staff conduct is a recurring concern, with multiple accounts describing discourteous interactions, lack of empathy, and poor communication during routine contact. Administrative processes, including prescription handling and follow-up communication, are frequently cited as inefficient and unresponsive.
In contrast, medical professionals including doctors and nurses receive regular praise for their clinical competence, attentiveness, and supportive approach to patient care. Several patients highlight positive experiences with specific doctors and the efficiency of clinical consultations and procedures. Some long-term patients report consistent satisfaction with care quality and appointment availability, suggesting variable experiences across different service areas.
The practice's transition to online booking systems has generated mixed reactions, with some patients finding the process user-friendly whilst others describe it as inaccessible and frequently unavailable. Overall, the feedback indicates a practice where clinical care standards are generally maintained, but operational and administrative functions require substantial improvement to meet patient expectations for accessibility, courtesy, and responsiveness.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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Rashmi B.
5 years ago
Poor!
Rude receptionists ruin customer service experience
The front desk staff display a remarkable lack of professionalism. I'm exhausted by this unilateral phone interaction.
Joe H.
5 years ago
Bad!
Disaster strikes with shocking customer service
Absolute ineptitude.
Ma. J.
5 years ago
Excellent!
Smooth scheduling with exceptional service
Scheduling my visit was a smooth and hassle-free process. I appreciate the dedicated effort of your team.
Candess P.
5 years ago
Bad!
Terrible service leaving disabled patients without care
This medical practice is completely unacceptable and needs to be closed down immediately!!!! My disabled child has been unable to secure a consultation for weeks, and I'm experiencing the same issue. The staff are incredibly discourteous, constantly promising a doctor will return my call, but no one ever does!!! And the receptionists have the audacity to complain about how challenging their job is?? Answering the phone occasionally is hardly demanding work? I can see the staff inside, leisurely consuming tea and biscuits while doing nothing productive. The NHS has seriously deteriorated, and I am actively seeking alternative medical care!!!
Marina M.
5 years ago
Bad!
Terrible healthcare service that leaves patients suffering
An absolute nightmare of a medical practice! The physicians show zero empathy towards patients and seem indifferent to your health concerns. Referral wait times are endless, and instead of providing proper care, they somehow manage to worsen your condition. Raise any complaint, and their immediate response is to suggest you find another general practitioner. Steer clear of this terrible GP at all costs!
Chris R.
5 years ago
Excellent!
Efficient learning tool for skill development
Excellent training resource, supportive and streamlined