West Kensington Gp Surgery

Reception team answered the phone quickly

This is such a wonderful GP surgery! The reception team member is fantastic, consistently answering calls promptly and providing excellent assistance!

Difficult to book appointments with limited availability

It is quite challenging to secure an appointment with a GP at this practice. The surgery should ideally operate from 8am to 6pm, yet on multiple visits attempting to see any available doctor, there were typically no slots before 9am. On one occasion, even when an ambulance service attempted to contact the practice, reception staff indicated that no clinician was available before late morning. Some reception staff members demonstrated unprofessional and discourteous behaviour, though one individual was notably professional and courteous. The practice heavily promotes their online messaging system, which requires users to share information with third-party organisations. This should be optional rather than mandatory if it is the only method of contacting the practice. After submitting an online message, the expected response timeframe of 48 hours was not met. When calling to arrange an appointment and specifying availability between 9:30am and 2:30pm due to work commitments, reception staff offered a 6:30pm slot—which appears contradictory given the stated closing time and claimed working hours. A request for a morning appointment with any available clinician resulted in a wait of several weeks. The practice would not be recommended for those seeking responsive patient care and accessible appointment availability. While the clinical staff are competent, the administrative policies and scheduling systems present significant barriers to accessing care. Following repeated concerns about the online messaging system, a reception supervisor insisted on using this method for a child's appointment rather than booking directly with a clinician. This approach is problematic, particularly when parents have declined to upload images to a system involving third-party data sharing, raising concerns about patient rights and consent.

Easy to book appointments and felt properly listened to

I relocated and decided to register with a practice near my workplace rather than one closer to home, and I'm really pleased with that decision. The staff at this GP surgery are outstanding across the board. Getting appointments when I need them is straightforward, the front desk team are both helpful and compassionate, and the clinicians listen carefully and make appropriate referrals when necessary. The referrals to secondary care have been smooth, and the hospital appointments I've attended have involved minimal waiting and very thorough, high-quality treatment. I'm genuinely grateful to have found this practice.

Staff made me feel calm during screening appointment

This is my husband's account. On the morning of a recent appointment, I came in for a routine screening test. Having recently relocated from abroad and never undergone this type of procedure before, I was quite anxious. I apologize for not recalling the staff member's name clearly, though I believe it began with an L. The healthcare professional demonstrated exceptional compassion and kindness throughout. The examination was carried out with considerable gentleness and proceeded without difficulty, with thorough explanations provided at each stage. I am deeply grateful for how the staff member helped ease my concerns and transform what I had anticipated to be an unpleasant experience into something manageable.

Helpful staff made us feel supported

I had a wonderful experience at this practice. The doctor was very helpful and kind. The reception staff were amazing, nice and friendly. I'm grateful for the assistance provided to my family.

Felt at ease during my appointment today

Attended an appointment today for a routine screening procedure. The nursing staff member was absolutely wonderful. They demonstrated kindness, genuine care, and had a great sense of humour. I really appreciated how they helped me feel at ease during the visit.

Helpful reception staff made all the difference

An amazing team working at the surgery. The staff members have always been super helpful and lovely. Big thanks to you all!!

Helpful reception staff made booking easy

This surgery is fantastic and so helpful with my medical needs! The reception staff are phenomenal at their job, always friendly and on-hand to assist me with my bookings and queries. Thank you team! I highly recommend!

Reception staff cut me off mid-sentence

Similar to feedback from other patients, I experienced the receptionist as abrupt and dismissive. There appears to be a notable gap in professionalism and empathy among some staff members. Conversations were frequently interrupted before completion. As someone working in healthcare myself, I would not tolerate this standard of patient interaction in my own practice, as it came across as disrespectful, unhelpful and lacking in consideration. I would encourage the practice to review staff conduct and prioritise recruitment of individuals with suitable interpersonal capabilities.

Long waits despite quiet reception areas

I've attended appointments on two separate occasions, and on both instances I experienced waits exceeding 45 minutes before being seen (despite each appointment itself lasting less than 5 minutes). What proved particularly frustrating was that the practice didn't appear to be especially busy either time, yet the reception staff seemed dismissive of my concerns about the lengthy delay. They didn't acknowledge that waiting 45 minutes for a scheduled appointment was problematic, and their only suggestion was to continue waiting (which raises questions about the purpose of booking appointments in advance).

Prompt action on urgent health concerns

I had a great experience at this surgery. The clinician I saw was very thorough in reviewing my medical history and previous clinical notes. They promptly arranged for urgent investigations to be carried out. This demonstrated excellent care, as I was able to receive the necessary tests without having to wait for a standard appointment. Thank you.

Phone calls to reception cause me anxiety

UPDATE July 2025. A FORMAL COMPLAINT IS BEING PROCESSED. The issues continue to persist. One member of the reception team consistently comes across as rude and lacking in empathy during phone calls. They often sound irritated when patients ask questions, and their dismissive manner is deeply concerning. Their communication approach appears problematic, with a tendency to talk over callers and not fully listen to what is being said. This type of interaction is unsuitable for a role that requires patient-facing skills. The practice supervisor has been made aware of these concerns previously, yet the situation remains unchanged. Calling the surgery has become a source of anxiety. Common responses include statements such as "I'm not a doctor, I don't know the answer to that question" and "once the NHS has it we don't know anything". This is disappointing. Additionally, there have been ongoing difficulties with obtaining referral letters for private healthcare purposes. The staff member responsible for processing these requests frequently appears to be unavailable, and when letters are provided, they often contain errors, are in the wrong format, or contain files that cannot be opened. When requesting a GP referral letter for specialist consultation, the response received was "Yes, please forward us the letter", which seemed contradictory and unhelpful. Furthermore, concerns about swollen ankles have been repeatedly dismissed with suggestions to exercise more and move around. During appointments, clinical staff have been observed searching for information online in front of the patient. A private healthcare provider later identified this as lower limb oedema, a condition that should have been recognised earlier based on other presenting symptoms. Appropriate management options such as compression stockings should have been recommended. This experience has been extremely frustrating.

Responsive and helpful practice overall

An excellent medical practice that consistently demonstrates prompt and attentive service.

Struggled to reach doctor through phone queue

The service provided fell significantly short of expectations. Obtaining contact with a medical professional required persistent attempts over a couple of days, and communication was handled through alternative methods rather than direct conversation, despite requesting an urgent appointment. When contact was eventually established, the interaction felt dismissive and condescending. This represents a disappointing standard of care.

Responsive team that really listened

Extremely attentive and compassionate in approach.

Felt unheard during both visits

👎 👎 👎 👎 👎 👎 I will always give you this rating of zero, which is what you deserve in my view. You do not merit anything positive from me. What happened during my visits to your surgery location I will not forget, so please take this as my honest feedback of zero.

Reception team sorted urgent forms quickly

I recently registered with this surgery and required some urgent paperwork completed. I wanted to express my gratitude to the clinical and reception staff for their assistance. One of the receptionists was particularly helpful and managed to resolve the matter promptly for me. The entire team provided excellent support and I couldn't have asked for better service. Thank you very much to everyone involved.

Reception staff went the extra mile for us

I called the reception team regarding my child's medication exemption certificate. The receptionist who assisted me was exceptionally helpful and approachable throughout the interaction. They advised me to visit the surgery in person and offered to help me complete the certificate. When I arrived, they went above and beyond to provide comprehensive assistance and resolved everything promptly on the day.

Warm and helpful team made all the difference

Excellent team. The clinical staff and all members are incredibly warm, helpful and genuinely enhance the experience! Thank you so much for all you do for our community. It's a true pleasure to be a patient here.

Friendly reception made the visit pleasant

A wonderful medical facility!