West Quay Medical Centre

Exceptional hearing aid care at its finest

I visited the hearing aid service center this past Tuesday, and the experience was absolutely outstanding. Following a brief waiting period, the audiologist thoroughly inspected, repaired, and maintained both of my hearing devices. Additionally, they generously provided me with an ample stock of batteries and replacement filters, and conducted a comprehensive ear examination. The level of care and professionalism demonstrated was truly exceptional.

Terrible service and rude staff at west quay

I've been a patient at this practice since its previous incarnation, and my recent experiences have been increasingly frustrating. The doctor made an error with my prescription, and when I approached the reception desk to request a correction, I was met with an overwhelming amount of attitude from the receptionist. I always strive to be courteous to staff in customer service roles, so I'm bewildered by the hostility I encountered. The level of disrespect was truly shocking. When I attempted to speak with a manager today, I was dismissively told that "managers don't come down to speak to patients" - how incredibly unhelpful. I've previously submitted two complaint forms as recommended on their website, yet I've received absolutely no response. I'm left with no choice but to seek care elsewhere. While I recognize that working with the public can be challenging, the sheer rudeness and unprofessional attitude I've experienced is completely unacceptable.

Heartless receptionist destroyed my medical hope today

The front desk staff member I interacted with today at 10:05 AM on January 7th was completely devoid of human compassion, functioning more like an automated machine. The conversation was utterly futile, and I'm deeply concerned that numerous individuals will experience significant distress due to the receptionist's dismissive and unfeeling approach to understanding patients' experiences with their medical conditions.

Caring staff struggling with healthcare system

Wonderful employees However, it's simply a medical clinic Delivers exactly as expected The underlying infrastructure is the real challenge for the staff They're doing their best, so let's be understanding and kind x

Fancy facade hides terrible medical service nightmare

Hi, just joined here and this medical service appears grand and impressive compared to others I've encountered, but sadly the magnificence is purely superficial. Their appointment system is frustratingly competitive, operating on a first-come-first-served basis with extremely limited slots, meaning if you aren't calling precisely at 8 am, you're essentially out of luck. Even more concerning, my fiancé's painkillers were abruptly reduced by 80% without any explanation, forcing us to chase down answers through considerable effort. In contrast to other medical practices where standard protocol involves maintaining prescriptions while attaching a review notice, West Quay takes the opposite approach. Additionally, their phone system is nightmarishly inefficient - the automated message repeatedly claimed a 11-minute wait when I actually endured over an hour on hold. The repeated false claims only heightened my frustration. Essentially, they've created a beautiful facade with an impressive exterior, but internally, the service is thoroughly disappointing and dysfunctional.

Frustrating experience with unhelpful medical receptionist

I've been battling multiple health issues for the past four days. Attempting to book an appointment at West Quay, I repeatedly encountered disconnected calls, which I understood given how busy GP practices can be. Due to intense pain, I reached out to 111, who conducted a nurse's medical assessment. The call handler suggested I visit my GP and mention the nurse's recommendation. They also advised that if the GP couldn't see me, I should call 111 again. Up to this point, everyone had been incredibly supportive. Upon arriving at West Quay, I explained my morning's unsuccessful appointment attempts. The receptionist was abrupt and essentially accused me of fabricating my story, claiming no record of missed calls. Unwilling to argue, I accepted I was dealing with someone lacking interpersonal skills. When I mentioned 111's instructions to arrange an appointment, my credibility was again challenged. The receptionist dismissively retorted, "They wouldn't say that." At this point, feeling unsupported, I decided to leave. I contacted 111 again, who continued to assist me. I was utterly shocked by the receptionist's treatment. While I recognize she might be overworked and exhausted, I didn't choose to become ill and was simply seeking help.

Helpful doctors provide care despite scheduling challenges

Despite challenges in scheduling an in-person consultation, I was able to speak with a physician via phone for medical guidance. The personnel I've interacted with have been welcoming and approachable. I have not encountered any issues or concerns with their service.

Compassionate pharmacist makes medication journey smooth

I want to express my sincere gratitude to Leena, the practice Pharmacist, who has been incredibly professional and understanding as I adjust to my new medication. Her support has significantly simplified the entire process, and I truly appreciate her help.

Terrible service leaving patients without medical help

I've been struggling all week to secure an appointment for my mother, and I'm getting absolutely nowhere. It's impossible to even connect with anyone, and the whole situation is utterly ridiculous! It seems like someone has to be on their deathbed before receiving any attention. Why is it so difficult to simply speak with a real person? I called at 8 in the morning and endured a 47-minute wait, only to be informed that no telephone appointments were available - which wasn't even what I wanted in the first place. My mother requires an in-person consultation and medical tests. The level of service is completely unacceptable and shameful.

Worst medical experience ever, avoid at all costs

Completely unacceptable medical practice, I've never encountered such a disastrously handled healthcare facility before. Their telephone scheduling is entirely automated starting at 8:15am, and when you finally manage to reach a live representative around 10am at the earliest, they're incredibly dismissive and unhelpful, repeatedly instructing you to use the automated system and suggesting you call back the following day. Every option in the booking system attempts to divert you elsewhere, or simply announces "no appointments available" before abruptly disconnecting. While the pharmacy is commendable, the surgical practice is absolutely appalling. I've been attempting to secure an appointment with West Quay for several months without even getting the opportunity to consult a single physician. I will definitely be seeking medical care elsewhere.

Exceptional care and support from amazing team

Always supportive and exceeding expectations. The reception team has consistently impressed me with their exceptional service. Continuing to maintain this high standard is commendable. :) 2025 - I'm compelled to express my heartfelt gratitude to the medical practice, with special recognition for Dr. Lewis. Throughout the recent months, their assistance and support have been absolutely crucial to me. I'm deeply thankful for their genuine commitment to patient care and for being, without doubt, the top medical facility in Barry.

Terrible service and complete waste of time

Completely chaotic. Their automated phone system is utterly ridiculous. I was specifically instructed to visit on 30.4.25 in the morning. Upon arrival, I discovered they were shut down for staff training. Absolutely pointless trip that squandered my entire morning.

Painful prescription problems left me without relief

I consulted with my GP about a new painkiller, and after confirming its effectiveness, he added it to my repeat prescription list. When I ran out this week and attempted to reorder, I discovered the medication had been unexpectedly rejected by the GP. There was no prior notification or explanation provided - I only found out when checking the NHS site, and even the prescription note gave no indication of the rejection. With the surgery now closed for Easter, I'm left without pain relief from Friday until Tuesday at the earliest. West Quay's administrative process is completely unacceptable! *PS I've since clarified with the Practice Business Manager that I followed the correct procedure for adding the new medication to my repeat prescription. It seems my original complaint wasn't thoroughly reviewed. I attempted to speak directly with the Practice Manager to explain the situation, but he was unavailable, further compounding my frustration with their poor communication.

Compassionate doctor who truly listens and cares

Throughout the past several months, I've been consulting with Dr. H. Bevan, and I can confidently say she is truly exceptional in her medical practice. Her approach is remarkable - she doesn't just passively listen, but actively engages and provides thoughtful, candid guidance that demonstrates genuine care and understanding. Each consultation feels like a meaningful dialogue rather than a perfunctory medical interaction. I've never experienced a sense of being hurried or treated as an anonymous patient. What stands out most is how I consistently leave her office feeling completely heard, emotionally supported, and genuinely respected as an individual. This compassionate approach is incredibly impactful, particularly during challenging personal health situations. I was genuinely saddened to learn of her departure from the practice, but I sincerely wish her tremendous success in her future endeavors. Wherever she goes, she will undoubtedly be an invaluable professional. My deepest gratitude for her help and support. Jake Hudson

Frustrating wait but finally found better care

I'm reluctantly awarding one star solely because when I actually secure an appointment, the Doctor is typically exceptional. However, I've been attempting to book since December, using two phones simultaneously at 8am for 5 days weekly, spending over 40 minutes trying or getting disconnected. Frustrated, I visited the surgery in person to explain my situation, only to be told to call back at 8am Monday morning. I was on the verge of going to A&E (which goes against my principles) and seriously considered changing practices. The transfer process was surprisingly smooth - I used an app to detail my condition and concerns, and received an urgent same-day appointment. The Doctor was fantastic, and I've been scheduled for a follow-up to address my needed treatment. West Quay completely failed to refer me to a Urologist and ignored my request to chase the appointment 6 months later. A year subsequently, Urology informed me I'd never been referred, leading to another 6-month waiting period. When I finally received a callback, the same Doctor was seemingly distracted, moving around the office, losing phone signal, with audible drawer noises, clearly not paying attention to our conversation. I'm relieved to have moved on from this practice.

Terrible medical practice with zero customer care

The service here is absolutely dreadful! The website claims they open at 8.15am, but when I called, the receptionist clarified that while the surgery opens then, phone lines start at 8am. This is misleading information that should be clearly stated online, as anyone would naturally assume both surgery and phone lines open simultaneously at 8.15am. Getting an appointment is virtually impossible, even in emergencies, and they casually suggest calling back the next day. This surgery has consistently been a massive letdown, with staff who seem completely disinterested and hostile, acting as if they despise their work. It's utterly appalling that patients are forced to rely on such a substandard healthcare provider, where individuals are reduced to mere statistics instead of being treated with basic human dignity and respect!

Great service despite typical gp practice challenges

I'm perplexed by the negative feedback. Yes, the 8am appointment booking system can be frustrating, but this isn't unique to this clinic - it's standard across most GP practices due to chronic underfunding and staff shortages. After recently registering, I managed to secure a same-day appointment. The medical center is serene, immaculate, and the staff I've interacted with have been incredibly warm and accommodating. My afternoon appointment started precisely on schedule, which is a stark contrast to other clinics where I'm accustomed to waiting an hour beyond my designated time. I'm genuinely thrilled and impressed with this practice. The automated phone system is an added bonus, eliminating the typical morning call congestion.

Good experience

I used the automated appointment system for the first time today, and secured a GP telephone appointment within three or so minutes. The system notes which telephone numbers you have and lets you opt for the one you want to be called on. Unfortunately, even though I opted for my mobile, the GP called on my landline, which I can’t use as it’s elsewhere in the house since digitalisation. However, I called the surgery and the charming receptionist re-booked a call and deleted my landline number from my records, to avoid this occurring again. I’ve received my call and achieved my aims of a referral. There may be a few small bugs still to be ironed out in the automated system (though the fault may have been mine) but, overall, it was easy to use, and I was more than happy with outcome.

Terrible service and impossible to book appointments

The moment the clock strikes 8:00, all telephone booking slots vanish by 8:01, consistently for four consecutive days. Their automated scheduling system is utterly laughable, and if you actually manage to wait to speak with a representative, you'll be abruptly disconnected after mere minutes. Save yourself the frustration and seek out a more competent medical practice.

Friendly staff and top-notch medical care

I stopped by the medical office earlier today with some questions for the front desk team and a scheduled consultation with Dr Lewis. The reception personnel were incredibly supportive and accommodating, and Dr Lewis provided outstanding medical care during my appointment.