West Kensington Gp Surgery

Receptionist unhelpful when booking appointment

The service fell short of expectations. The receptionist was unhelpful when I attempted to arrange an appointment. I found the interaction to be discourteous and felt I was not treated with respect. The staff member appeared unwilling to assist and showed little concern for my needs. I was very disappointed with this experience.

Staff listened and responded quickly to my needs

I have been receiving care at this practice for approximately two decades and have consistently experienced excellent primary healthcare from the clinical team. Due to managing an ongoing health condition, I have required frequent appointments, and the practice has reliably supported me throughout. The lead clinician demonstrates qualities of kindness, approachability, and attentiveness, alongside being supportive, decisive and reassuring. These same professional attributes are evident across the entire team. I am typically seen or contacted within two days, with faster responses when circumstances require it. For both myself and my family, having dependable access to healthcare support when needed provides significant peace of mind and helps alleviate worry. I consistently feel better after each interaction with the practice, which reflects the standard of care I believe patients should receive.

Receptionist quickly passed message to GP

The reception staff were helpful and promptly relayed my message when I contacted the practice. The clinician I saw proved to be extremely helpful and approachable. I was able to obtain a prescription to address my health concern within a few hours, along with clear guidance on what to do next. I am satisfied with the service provided, particularly given my less positive experiences at other GP practices in the past.

Proactive support during practice transfer

I switched to a new practice and they took the initiative to contact me to confirm I had sufficient medication to cover the changeover period. It was reassuring to encounter staff who made the effort to smooth the process!

Easy to book appointments in advance

The practice demonstrates excellent organization and provides prompt responses to inquiries. Scheduling appointments ahead of time is straightforward and convenient.

Repeated visits didn't resolve my issue

This practice has not met my expectations. I have attended multiple appointments regarding the same concern, yet I have not received the support I was hoping for. I was informed that someone would contact me, but this follow-up communication did not materialise. I am dissatisfied with my experience at this surgery.

Quick to respond through the online system

We are very satisfied with our experience as patients at this GP practice. We appreciate how promptly they respond to messages through their online system, which while initially challenging to navigate, functions effectively once you become familiar with it. The clinical team has been willing to address our concerns through telephone consultations or in-person appointments as appropriate. They also demonstrated exceptional service by arranging an urgent prescription to be dispensed at an alternative pharmacy location when I was travelling away from my usual area.

Reception team made me feel genuinely welcome

This is a wonderful practice where all the clinical staff are punctual, dependable and compassionate, while the reception team are truly outstanding 👏

Supportive practice that really listened to us

Wonderful practice, thank you for all the assistance and support provided to my relative and our family. We are delighted to be patients at this surgery.

Reception refused to help with repeat prescription order

The receptionist I encountered was unhelpful and unwilling to assist. I have previously asked reception staff to help me order repeat prescriptions on multiple occasions, and they have always been willing to do so. When I called and requested either an appointment or a repeat prescription, I was simply told to use the online system instead. While I understand that appointment bookings now go through the online portal, repeat prescriptions should be straightforward for staff to process, yet the receptionist chose not to help and insisted I use the online method. I would hope the practice could employ receptionists who are more willing to support patients, particularly when the situation is time-sensitive, as I urgently needed the repeat prescription for my young child who was experiencing an acute health issue.

Video appointment was clear and convenient

Had a positive experience with the video appointment format. The connection was reliable and the visual quality was clear throughout. Would be happy to use this method for future consultations.

Helpful staff made us feel supported

I am delighted to praise this medical practice. The team members are remarkably supportive and compassionate; we have received outstanding clinical guidance for our family across multiple generations, from early childhood through to the present day, encompassing various health concerns and ongoing condition management. I am very grateful!

Quick online booking system saves phone queue time

The best GP practice I've been to in the UK by far. The team runs a tight ship. Very quick to respond to new requests and their appointment system allows them to triage new requests effectively which means no waiting on the phone for extended periods to speak to reception staff. In most instances I'm able to see or speak to a clinician same day or within a week. The clinician I see is really very kind, respectful and takes the time to listen and understand what's going on before diagnosing. I'm relieved to have finally found a great GP after many bad experiences previously. Thank you 🙏

Reception staff rude and prone to making repeated mistakes

I'm aware that online pseudonyms are commonly used. Additionally, I'm concerned that you may be breaching confidentiality and GDPR regulations by accessing healthcare records to identify who has written feedback and publicly stating which patients are or aren't registered with your service. I would encourage you to focus your efforts on improving patient care standards instead. This is a public healthcare service, not a private business, and should be held to appropriate standards. I'm fully aware of which service I attend and don't appreciate feeling dismissed. I'm clearly referring to THIS specific organisation. Rather than deflecting the feedback, which may have contributed to your current situation, I'd suggest using this as a constructive opportunity to enhance your services and improve staff training. Regarding my original experience: the reception staff have been dismissive and confrontational, often unnecessarily so. They frequently make administrative errors that require patients to submit duplicate requests for the same unresolved matters, which delays care. I've also had appointments with a clinical staff member on multiple occasions who has demonstrated unprofessional conduct. They appear unfamiliar with appointment procedures and I've frequently needed to guide the process myself. Their reluctance to communicate clearly has meant I haven't received sufficient or accurate information. They failed to ask me to verify my personal details, allergies, or current medications, which poses a serious safety risk. I received medical interventions that I had not consented to, which I only discovered later through my medical records. No information was provided about what was administered, potential side effects, or relevant clinical details such as product specifications. The lack of thorough documentation represents a concerning gap in practice that could have serious implications. The medical practitioners I've consulted have been compassionate and professional throughout my care.

Long wait for emergency appointment slot

The appointment scheduling process felt inadequate for my urgent situation. After contacting the practice, I had to wait two days before being offered an appointment that was set for two weeks ahead. Additionally, there appeared to be a lack of continuity in following up on previous care that had remained incomplete over an extended period.

Staff took time to explain things clearly

Every time I have attended appointments at the practice, whether visiting with family members, all of the staff have been exceptional and demonstrated genuine kindness. This includes the clinical staff and reception team alike. I would particularly like to express my appreciation for one team member who has been truly wonderful. Their kindness and gentle approach has made a real difference to my experience. They have taken the time to communicate with me in my preferred language, which has helped me understand everything much better. Thank you!

Reception staff made me feel genuinely welcomed

I have attended this surgery several times since relocating to the UK and have been thoroughly impressed by the standard of care and professionalism demonstrated throughout. The entire team, from those at reception through to the clinical staff, displayed outstanding interpersonal skills and a genuinely caring approach. During my consultation, I was seen by a clinician who proved both knowledgeable and compassionate, taking time to explain matters clearly and address my concerns with sensitivity. I am grateful for the excellent service provided.

GP refused to listen to accessibility needs

I had to remove my earlier negative review as I was unable to post multiple reviews simultaneously. I received a referral two months prior for a standard assessment and was advised in the referral documentation that I would receive contact from the service by a specific date. This communication did not occur, and when I followed up, the service indicated that the practice frequently provides inaccurate timeframe information. They suggested I could request my GP to reclassify the referral from routine to urgent given the significant pain I was experiencing. When I attempted to make this request at my practice, I was repeatedly informed that appointment timescales were beyond their control and no action was taken. The practice denied ever providing a date for when I would hear from the service, despite my having written confirmation of this on two separate occasions. I raised the matter several times, emphasising that my concern was about severe and debilitating pain rather than waiting periods, but this was not acknowledged. It would have required minimal effort for the practice to review my request and update my referral status, yet this did not happen. As a result, my mental wellbeing has deteriorated further and my pain remains unaddressed. Additionally, I had informed the practice that I required telephone contact due to accessibility needs, which was similarly disregarded.

Receptionist unhelpful when requesting patient file information

I recently had a rather disappointing experience with the customer service at this practice. I called them after being informed that my healthcare provider had relocated to this location, as I needed to retrieve my patient records while residing outside the UK. However, the receptionist's approach was far from helpful. Upon providing my identifying information and having my records checked, I was briskly informed that I was not registered there. The tone of the interaction was unfriendly, and it felt as though my concerns were being dismissed hastily. I explained my situation and mentioned that I had been directed to call this number, only to be told that two separate practices operated from this address and that I should contact the other one instead. When I asked for the contact details of the other practice, I was unhelpfully directed to search online. Even when I requested the name of the practice to assist with my search, further assistance was declined and I was again directed to search online myself. Upon expressing my dissatisfaction with the standard of service, particularly given that the role involves supporting and assisting patients, the response remained dismissive. I was reminded that I was not registered there and that "this is not my problem". This experience left me feeling frustrated and undervalued as a patient. It is unfortunate that the initial point of contact in a healthcare setting demonstrated a lack of basic courtesy and willingness to help, which is essential in creating a supportive and caring atmosphere for those seeking care.

Long-term patient feels genuinely well cared for

I have been a patient at this practice for many years and have consistently been very satisfied with the standard of care and thoughtful attention I have received. My regular GP has been wonderful and demonstrates genuine kindness in their approach.