The Willesden Medical Centre

Felt truly listened to and supported

Thank you for the kindness and compassion shown during our visit to the medical centre. We arrived at the practice with significant concerns about my elderly father's declining health. The healthcare professional was extremely helpful, listened attentively to our worries, and treated them with appropriate seriousness. Everything was explained clearly, and records were updated to enable my sister and I to communicate effectively on his behalf. We are genuinely grateful for the excellent and caring support provided throughout our visit.

Reception staff made me feel genuinely welcome

I recently attended an unscheduled appointment at this practice this evening, and I was very impressed with the level of service and care provided. The reception staff member was exceptionally friendly and welcoming, creating a positive first impression. The clinical professional I saw demonstrated excellent care and professionalism throughout the consultation. I found the experience so positive that I wish this practice were my regular GP surgery!

Reception dismissive about pharmacist appointments

This practice was previously excellent, but the experience has deteriorated significantly. The availability of medical practitioners has become limited, with appointments increasingly being allocated to pharmacy staff instead. I found this approach concerning, as it represents a notable shift from traditional general practice care. When I attempted to discuss my concerns by telephone, the reception staff could have been more accommodating and supportive in their communication. The explanation provided was that medical practitioners were unavailable and that pharmacy-based consultations would be the primary option going forward. Given these changes, I have decided to seek care elsewhere. The overall standard of service appears to have declined considerably.

Wouldn't return to this practice again

I would strongly prefer not to return to this practice under any circumstances.

Dismissed concerns about mental health prescriptions

I recently registered and requested my ongoing medications to be continued. During a call with a staff member, I felt my concerns were dismissed when she suggested I might not need them and raised concerns about costs. I was disappointed that my health needs weren't properly addressed, and I felt the conversation avoided discussing my actual health issues without offering any alternatives. I found this approach frustrating, particularly given the nature of my health concerns. After just a week, I decided to leave the practice. The facility felt overcrowded and the overall experience fell short of what I expected. The service didn't feel professional to me, and I was left feeling let down by the whole experience.

Quick to book appointments when needed

Excellent healthcare facility. The team consistently responds promptly and arranges appointments efficiently. I have been genuinely impressed by the standard of service and attention provided here - much appreciated!

Disorganised appointments but staff were genuinely kind

The team demonstrated genuine warmth and friendliness throughout my visits. However, I felt the clinical care fell short of expectations. On each occasion I attended, the staff seemed unprepared regarding the purpose of my appointment. I required certain tests to be carried out, yet these were not completed during my visit despite other aspects of my care being addressed. I had to prompt the staff member about this, and they were unable to locate the relevant documentation. The overall organisation appeared quite chaotic. During a subsequent appointment, while I was being seen by a staff member, I received a call from another team member informing me that I had missed an appointment, which was confusing given my presence at the practice. This was quite a frustrating experience overall.

Reception staff made me feel genuinely welcomed

I have been treated with the utmost kindness and respect so far. The receptionist at this surgery has been a breath of fresh air as the first point of contact.

Helpful and caring reception staff

The healthcare professional I saw was wonderful, demonstrating genuine helpfulness and a caring approach throughout my visit.

Friendly staff made me feel at ease

I have been a patient at this practice for many decades and have witnessed significant changes over the years. During my recent visit, I was particularly pleased with how smoothly the appointment ran and the welcoming manner of the reception staff who managed a particularly hectic schedule. The team member who assisted me was especially attentive, maintaining a composed and warm demeanor throughout. I am very grateful for the care shown.

Reception team made me feel genuinely welcome

I attended for the first time as a newly registered patient and would like to express my gratitude to the entire team, particularly the reception staff member who was exceptionally patient and kind to both myself and my accompanying family member. I hope to continue receiving care from this practice and appreciate the excellent experience I had.

Online booking mix-up sorted with kindness

I am grateful for the assistance I received when booking my initial health check appointment through the online system. There was an issue with the appointment not appearing in the records, but a member of staff helped me resolve this matter and I was able to be seen by the doctor. The staff member was considerate and supportive throughout the process.

Broken lifts made mobility difficult for elderly visitor

The lifts appear to be out of service once again. I was asked to bring my elderly relative who has mobility difficulties, and she had to navigate up one flight of stairs and down two flights to attend an appointment. Additionally, there was no functioning toilet facility on the lower level, which meant she had to climb another flight of stairs to access facilities elsewhere. The lower level waiting area becomes inaccessible once you pass through the entrance unless the door is propped open or you possess an access card. The overall organisation of these facilities could be significantly improved. Had I been aware beforehand that the lifts were not operational, I would have made different arrangements. I would appreciate it if the lift issues could be resolved and the lower level toilet facilities restored to working order.

Helpful reception put my worries at ease

The staff members have been extremely helpful, courteous and friendly when I made my enquiry, which had caused me some concern beforehand. I am pleased to be registered with this medical practice.

Friendly reception made the visit worthwhile

It was wonderful visiting the practice today.

Reception staff were genuinely kind and helpful

The healthcare professional demonstrated exceptional kindness and compassion.

Efficient appointments but continuity and listening need improvement

As a private individual, I would not typically share feedback of this nature, but I felt it necessary to do so. As a woman in my 40s with extensive healthcare experience across both NHS and private settings, in professional and patient capacities, I recognise the significant benefits of the practice's appointment systems and digital infrastructure, which facilitate efficiency and accessibility through same-day and telephone consultation options. Despite these positive aspects, the emphasis on appointment speed means continuity of care with the same clinician is often compromised, even within the same location. This efficiency-focused approach appears to prioritise scheduling over the quality of individual consultations and overall patient experience—strict time management frequently results in concerns not being thoroughly addressed, necessitating additional appointments, which presents genuine difficulties for those managing illness, employment, or physical limitations. The primary concerns relate to documentation that has been inaccurate, ambiguous, or incomplete, which could potentially affect clinical outcomes, despite my repeated attempts to clarify matters verbally and in writing. This created a frustrating cycle of having to reiterate and substantiate my concerns. There was also a concerning absence of what I would consider standard safeguarding practices during sensitive examinations, which contributed to an overall sense of not being treated with appropriate care and consideration. When I raised these matters, the response suggested these were systemic issues beyond individual responsibility, and I was directed to report concerns myself. Given my unwell state and limited capacity, I explained this was not feasible. Subsequently, a formal complaint was filed against me, which felt counterproductive during a period when I needed to focus on recovery. Female administrative staff have been notably professional and supportive, though occasional communication lapses have created unnecessary tension. The practice suits those with busy schedules seeking rapid access. However, multiple locations require travel; varying clinicians mean lack of familiarity; and fragmented care across multiple visits may not suit everyone. Those requiring more personalised or sensitive care may find this approach challenging. It is advisable to verify NHS records and maintain direct contact with the practice when necessary, as they do respond promptly. A concerning pattern of attributing responsibility to patients rather than addressing systemic issues appears present. This dynamic warrants serious consideration to ensure all individuals feel genuinely supported and safe.

Efficient booking and helpful reception staff

The practice deserves the highest praise for being exceptionally efficient and excellent. I would strongly recommend them to others.

Friendly and helpful reception staff made me feel welcome

I had a really pleasant experience with a friendly and very helpful member of the nursing staff.

Fast response to my morning call

Excellent responsiveness from the practice. I contacted them in the morning and managed to secure an appointment the same afternoon to address my concern.