West Kensington Gp Surgery

Quick communication and responsive follow-up care

This practice demonstrates effective communication and modern technology systems. The clinical team provided excellent care in managing my health concerns following hospital treatment, arranging prompt follow-up appointments and coordinating well with the hospital. I would recommend this practice.

Staff were helpful and appointments ran on time

Excellent facility with a wonderful team who consistently deliver prompt and comprehensive care.

Poor reception. Doctors and practice manager.

Surgery fails to meet NHS guidelines and contract.

Staff took time to explain things clearly

I have found my experience at the local NHS GP surgery to be very positive. The team members are considerate, attentive, and genuinely supportive. As someone whose first language is not English, I have always felt that they make an effort to listen carefully and communicate in a way that is easy for me to understand, which I greatly value. The clinical staff demonstrate professionalism and genuine care, and I consistently feel treated with dignity. The practice runs smoothly, and accessing the support I need is straightforward. I am truly thankful for the care that my family and I have been given. I am very appreciative.

Reception refused appointment request without escalation

The reception experience was unsatisfactory, with my appointment request being declined and my attempt to speak with the practice manager also being refused. Rather than being seen in a private consulting room, a clinician came to speak with me in the waiting area whilst other patients were present, which heightened my anxiety. I was already experiencing considerable distress due to significant discomfort, and the clinician's response to my emotional state was unhelpful. This is not an isolated incident at this practice, as I have previously raised concerns which were acknowledged and apologised for, yet similar issues continue to occur and the overall standard of care remains disappointing.

Friendly reception staff made the visit pleasant

Excellent medical practice

Receptionists made us feel genuinely welcomed

We have been patients for over two decades and wanted to express our gratitude through this review. The clinical staff are genuinely pleasant and demonstrate strong expertise. The reception team have consistently shown kindness, helpfulness and patience throughout our time here. One team member will be greatly missed, while another has been instrumental in making the reception experience welcoming. We are grateful to everyone at the practice. 🙏

Reception staff made me feel genuinely welcomed

Excellent practice! Thank you so much for your wonderful support. The front desk team are remarkably compassionate, responsive, and a joy to interact with.

Receptionist made the whole visit worthwhile

Great practice. Particular praise to the reception team, who were exceptionally friendly and helpful throughout my visit.

Appointment delays made for frustration

The appointment ran considerably behind schedule and did not commence at the expected time.

Phone appointments only, even when requesting face-to-face

I felt quite let down by the experience. The inability to arrange an urgent appointment by phone, even for younger patients, seemed unhelpful. The process requires completing an online form first, followed by a waiting period. After several hours, a message indicated the case had been transferred to a pharmacist. The pharmacist then called back after additional hours, asking numerous questions. Although I had specifically requested an in-person consultation so the clinician could examine my child directly, this did not happen and a telephone consultation was provided instead. This was frustrating. The pharmacist also made multiple calls as they needed to discuss matters with colleagues. The overall experience has affected my confidence in the service.

Quick response to appointment requests here

I recently relocated to the area and have found the local GP practice to be very helpful in addressing any queries, questions, and assistance I have required so far. When I submit an appointment request, I typically receive a response within 24 hours. The reception team member is also incredibly approachable and helpful, and has not been dismissive or impatient in the way that some receptionists at other practices have been. Thank you to all the staff for the support you provide to me and the wider community.

Long wait times at the reception desk

Sluggish service

Practice prioritises appearances over genuine care

Poor. Followed by what appears to be an insincere response from the practice, which seems predictable. Based on my experience, they appear to prioritise how things look rather than acting ethically. I have had a disappointing experience with them, though I prefer not to share the specifics publicly. However, I would encourage others to consider the experiences described in other recent negative reviews on this platform and make their own judgement about whether they feel comfortable with the service provided. I personally would not feel confident returning.

Practice left me feeling unheard and dismissed

I had two visits to this practice and the experiences have stayed with me. I feel the care I received fell short of expectations, and I have concerns about how my healthcare management was handled. I also experienced difficulties when transitioning to a new healthcare provider, which added to my frustration. I am disappointed with how matters were managed overall and do not feel I received the standard of service I should have expected. Despite some recent improvements in my health, I have not forgotten these experiences.

Helpful and supportive team throughout

The doctor and all other professionals at the practice are so helpful and supportive!

Clean, calm environment with attentive staff

The service provided was of a high standard, with staff delivering good care. The environment was peaceful and well-maintained throughout the visit.

Good service and easy to book appointments

The service provided was satisfactory.

Felt genuinely listened to and cared for

A wonderful place to receive care 🥰

Long wait followed by rushed appointment

I had difficulty obtaining an appointment for my young infant despite persistent attempts and a referral from 111 that appeared to be overlooked. Once seen, the consultation lasted approximately one minute following a considerable wait. My baby presented with a fever, which according to NHS guidance warrants urgent assessment in infants of this age, and symptoms suggested a respiratory viral infection. The clinician appeared rushed and keen to conclude the appointment quickly, offering minimal discussion before ushering us out with a brief comment that babies commonly become unwell. No guidance was provided regarding further medical attention. Several hours later, my infant was admitted to hospital where we remained for a week due to their age and the severity of the respiratory condition. I feel the initial presentation may have been preventable had specific preventative measures been offered during pregnancy in line with current NHS recommendations. This experience has left me disappointed with the care received and I would encourage others to seek alternative medical providers.