West Quay Medical Centre

Worst medical centre ever terrible service

Absolutely ridiculous. They claim to be a medical facility, but they're a complete farce. I've avoided seeing doctors for ages. After enduring a 45-minute phone queue, I finally speak to someone and schedule an appointment. I explain I'm coming from Cardiff and might be slightly delayed. When I arrive 10 minutes late, they refuse to see me, despite me desperately needing antibiotics for an infection. West Quay medical centre is an absolute joke.

Compassionate mental health support that truly helps

Outstanding psychological support services. Meticulously coordinated, empathetic mental health practitioners delivering truly exceptional healthcare within this NHS department.

Compassionate care from a top-notch medical team

I received top-notch communication and support from the medical practice this week. Dr Caley was incredibly professional and comprehensive in their approach. The front desk team were also supportive during my phone interactions. While it did require multiple attempts to connect via telephone, I was ultimately pleased with the entire encounter. Having worked within the NHS myself, I can confidently say we have some truly outstanding general practitioners.

Frustrating healthcare experience with terrible customer service

The service is absolutely dreadful, with impossible scheduling and calls abruptly terminated, forcing patients to try again the following day. Correspondence from medical professionals seems to vanish or is ignored without any acknowledgment. The front desk staff display a consistently dismissive, discourteous, and obstructive attitude. It's truly disappointing because the actual medical practitioners are competent, yet the overall impression of this practice is one of complete indifference. Every individual I've spoken to who receives treatment here shares an equally negative perspective about the clinic's operations.

Appalling Service, Rude and Unhelpful Receptionists

This surgery is a disgrace. The inability to obtain an appointment when you can ring and be waiting for up to 20 minutes only to be cut off. Often the surgery only takes Emergency appointments. They fail to respond to requests from Consultants to changes in medication or referrals for tests. Letters are lost or unresponded to. The receptionists are unhelpful, unsympathetic and rude. If you have a problem and ask to speak to the Practice Manager you are informed that you cannot speak to them. The Doctors and nurses when you can get an appointment are good but the overall service is not acceptable. They also need to move with the times you are not able to email them and if you want to make a complaint the form allows little space for the full details.

Fantastic experience with top-notch customer support

Outstanding customer support

Frustrating booking process ruins potential customer experience

Scheduling an appointment is practically impossible, the booking process is terrible, and this system desperately requires a complete overhaul.

Disappointing product that failed my expectations

I'm now compelled to downgrade my previous glowing assessment, and I'm utterly devastated. How can something be this fundamentally flawed?

Comprehensive care with a warm and friendly approach

A wonderfully inviting reception space, charming physicians and diverse healthcare practitioners all conveniently located in a single facility

Frustrating prescription service with unhelpful staff

Regrettably, I find myself profoundly disappointed on this occasion. As someone who has undergone complete thyroid removal due to thyroid cancer, I depend entirely on lifelong medication to survive. Typically, I receive my repeat prescription every three months without issue. I'm not a frequent visitor to the surgery or pharmacy, nor am I an active social media user, so I was completely unaware of the prescription process changes. The NHS Wales app registration requires 24 hours, which would have risked depleting my essential medication - something I cannot self-produce without a thyroid. While I've rarely needed urgent prescriptions over the years, today I was forced to hand-deliver a written repeat request. I anticipated some compassion from the medical receptionist, but instead experienced a dismissive and critical interaction. I was essentially reprimanded for not knowing about the system change, not submitting my prescription on time, and for questioning why I hadn't received any notification via my available contact methods. The receptionist implied the changes had been ongoing for months, suggesting it was my fault for being uninformed. Facebook is clearly an inappropriate channel for communicating such critical medication ordering modifications. When I cautiously inquired about my prescription's availability - given my limited remaining supply - I was met with an unsympathetic response. Medical receptionists should understand that for some patients, these medications are literal lifelines. I remained calm and polite throughout our interaction, simply seeking information and expressing concern about the system's shortcomings. I am not an inconvenience or nuisance, but a patient seeking basic information about my essential medication during a significant system transition. The receptionist could benefit from updated customer service training, learning to approach such situations with empathy, understanding, and basic professional courtesy. My medication represents my survival, so naturally, I'm anxious about potential disruptions to my supply.

Social media to complain about the surgery

I often see many people turning to social media to complain about the surgery, the booking process, and other aspects of the service. However, in my experience, the process has always been smooth and efficient. Whether I need to call or visit the surgery, appointments are readily available, and the staff are fantastic. I had a particularly great experience with Ceri and Libby during my visit today. Both doctors and nurses have been consistently professional and kind. Keep up the great work, team!

Once an appointment is booked, the service is excellent.

Once an appointment is booked, the service is excellent. The clinic offers convenient parking, a comfortable waiting area, and knowledgeable doctors. However, the challenge lies in actually securing an appointment. After attempting to book three times without success, and making approximately 40 to 50 calls just trying to get through, I had no choice but to change GPs. The difficulty in accessing appointments is a serious issue that overshadows an otherwise great experience.

Terrible service and patient management nightmare

Scheduling an appointment with this practice is consistently frustrating, and today's experience hit a new low when I learned they had completely removed me from their patient roster. Now I'm forced to go through the entire online re-registration process just to book an appointment. It's absolutely ridiculous that a medical office would arbitrarily delete a patient from their system!

Worst medical experience ever, completely unprofessional staff

I've never encountered such a frustrating experience with a single surgical procedure, and today's incident was the absolute breaking point. The staff member handling the emergency appointment line displayed an absolutely appalling demeanor, which is unfortunately not an isolated incident. Their confrontational, abrasive, and disrespectful approach is completely unacceptable. The behavior was utterly reprehensible.

Terrible medical service with zero compassion

absolutely appalling healthcare service. told to phone at 8am, I call precisely and am repeatedly told the line is engaged. the physicians have demonstrated extreme callousness regarding medication management, showing zero compassion despite recommendations against their approach from hospital staff and community mental health teams. STEER CLEAR.

Frustrating healthcare nightmare for diabetic patient

Absolutely dreadful! Utterly appalling! Complete chaos.... making NHS staff appear incompetent. My diabetic son relies on insulin. His repeat prescription was processed smoothly last week, but now suddenly nothing's ready due to software updates! No advance notice, no phone lines open, impossible to communicate. He's been managing diabetes for over a decade, with consistent medication needs - no transplant, just routine insulin. The process of getting his essential medication has become unbearably frustrating. I use different doctors and would EMPHATICALLY advise against this practice - simply pathetic!

Terrible pharmacy experience with no help

Absolutely appalling service, completely inept employees. I received a repeat prescription without any clear communication. I submitted the repeat request via the NHS Wales app and received no notification of its readiness. Upon visiting the Pharmacy, they handed me a prescription from May, which is now invalid. To make matters worse, there's absolutely no one available to resolve this mess.

Disappointing product with zero helpful information

No comment

Frustrating booking process ruins otherwise great service

Once you secure an appointment, the service is excellent. Ample parking, a welcoming waiting room, and skilled physicians. However, booking an appointment is nearly impossible. I've switched healthcare providers because I've attempted to schedule an appointment three times without success. I've probably made 40 to 50 calls trying to reach someone, all to no avail.

Frustrating and unhelpful digital customer service nightmare

The system's automated interface is overly complex and fails to meet its intended functionality effectively.