West Quay Medical Centre

Clean and modern health centre experience

A standout facility with an exceptionally pristine, spacious, and contemporary medical environment.

Compassionate care transforms patient's medical journey today

Just had a consultation I scheduled recently through the front desk. The outcome was incredibly positive: I'm now set with two fresh medical appointments, including a comprehensive double session, and have been referred to a pair of specialized departments. My medication concerns have been addressed, and I'm absolutely thrilled - I've been feeling isolated with my health challenges, and this appointment has genuinely lifted my spirits. 👍🏽

Amazing healthcare at west quay medical centre

West Quay Medical Centre truly stands out as the premier healthcare facility in Wales. The medical professionals, particularly Drs Lewis, Cunningham, and Wray, consistently deliver exceptional patient care of the highest caliber. Their approach combines compassion, expertise, and genuine concern for patient well-being. The administrative staff, with Kim being a standout example, demonstrate remarkable professionalism, warmth, and a willingness to go above and beyond to assist patients. Their depth of knowledge and supportive attitude makes every interaction smooth and reassuring. I am profoundly grateful for the outstanding level of service and dedication shown by this remarkable medical team.

Amazing dental care at west quay clinic

I've consistently had a positive experience at West Quay. Dr. Caley and Dr. Cahill are exceptional professionals who provide clear, helpful information.

Frustrating phone system fails patient booking needs

Attempting to schedule an appointment at 8am reveals a deeply frustrating phone system with minimal accessibility. The stated appointment option feels misleading given the extremely restricted capacity. The current setup is particularly challenging for older individuals, making the process nearly unnavigable. There's an urgent need to redesign this appointment scheduling approach to be more user-friendly and accommodating.

Exceptional pharmacist goes above and beyond care

I consulted with Pharmacist Leena Ahmad, who demonstrated exceptional professionalism and dedication. Even though the medical practice was extremely hectic, she went out of her way to personally contact me and outline a comprehensive strategy for addressing my health concerns.

Fantastic medical care with friendly staff

I frequently observe individuals taking to social media platforms to complain about the medical practice, its procedures, and appointment scheduling. However, in my personal experience, whenever I need to reach out or schedule a visit, everything runs smoothly and appointments are readily accessible. The medical staff are outstanding, and I'd like to specifically acknowledge the wonderful Ceri and Libby, whom I consulted with today. Continue maintaining your excellent standard of service.

Terrible booking system with zero accessibility

The booking system is deeply problematic. Multiple reviewers have highlighted severe technical issues with the telephone reservation process, which randomly crashes and is challenging even for fluent language speakers. Individuals with hearing impairments or limited language skills would find accessing an immediate appointment essentially impossible. The receptionists provide no meaningful alternatives to the rigid 8am system, essentially forcing patients to rely on others to navigate the process on their behalf. This represents a significant barrier to accessibility. An alternative booking method is urgently needed for those unable to use the current system due to personal limitations. The complaint procedure is equally troubling. I was explicitly informed that complaints can only be submitted via physical delivery or postal mail. When I explained my geographical constraints and that I was filing on someone else's behalf, staff rigidly insisted that email was not an acceptable method. This creates another substantial accessibility barrier, effectively preventing individuals with mobility challenges from voicing concerns. There is absolutely no justifiable reason to exclude digital submission methods, suggesting the process is deliberately designed to obstruct communication. The entire approach appears intentionally restrictive and inconsiderate of patients' diverse needs.

Fantastic postnatal care from compassionate gp team

I understand that GP surgeries often face criticism, but the postnatal support I've experienced for both myself and my child has been outstanding throughout the entire practice. Doctors Cahill, Martin, Glenn, and Thomas have all been exceptional, with Dr. Thomas standing out for her remarkable compassion and sensitivity during a challenging situation involving my infant. The new telephone system is now working smoothly, and I've consistently been able to secure appointments. When I encountered a difficulty booking a nurse consultation, I contacted the surgery and spoke with a wonderfully helpful young receptionist who successfully addressed my concern.

Terrible healthcare experience with impossible appointment system

The booking process is utterly abysmal. Call at 8am and get disconnected, only to eventually join a lengthy phone queue, wait three-quarters of an hour, and then be informed that all slots are fully booked, with instructions to repeat the entire frustrating process the following morning. In my view, this is an entirely unacceptable medical practice. The receptionist dismissively suggested I consult a pharmacist without even inquiring about my specific medical concern. My health issue is far too complex for a pharmacist to evaluate or address. I will most certainly be seeking healthcare elsewhere.

Rude receptionist ruins entire customer service experience

The receptionist addressed me in a condescending manner, then proceeded to yell at me and completely disregard my concerns simply because I wasn't a local resident. Her conduct was shamefully inappropriate and thoroughly unprofessional.

Worst medical clinic ever terrible patient experience

Absolutely atrocious customer experience. Scheduling a physician consultation is a futile endeavor. Multiple morning telephone attempts yield nothing but continuous busy signals, eventually leading to an automated message that abruptly terminates the call. Healthcare support staff and nursing appointment lines provide extremely restricted booking options before disconnecting without resolution. Monumentally inadequate service delivery.

Frustrating medical system fails patients every time

I'm struggling to consult a physician about medication side effects, which is challenging given my frequent work travel. The new appointment scheduling process is unnecessarily complex, with irrelevant options that don't match my needs. Every time I try to secure a consultation, available slots vanish within less than an hour. In one particularly frustrating instance, I resorted to an emergency doctor who proved unhelpful and condescending. While historically the healthcare service has been supportive, with compassionate and professional care at the point of direct interaction, even that standard seems to be deteriorating. From my perspective, no amount of technological intervention can compensate for the fundamental breakdown in communication. This new system painfully highlights the profound disconnect in what is supposed to be a caring profession, demonstrating a critical failure in patient-centered approach.

Desperate for help with mental health support

I've been attempting to reach out for approximately a fortnight. Additionally, I've enlisted my workplace's general practitioner to help me secure an appointment, given my swiftly worsening mental state. I'm completely uncertain about my next steps. I feel utterly helpless.

Helpful professional makes scheduling a breeze

The consultation with Carl provided valuable insights. Additionally, his proactive scheduling of a follow-up meeting eliminated the hassle of repeatedly attempting to secure a morning phone slot.

Broken system leaves patients desperate and unheard

The appointment booking process has deteriorated to a point where it poses a serious health risk due to its complete inaccessibility. This morning, I wasted an entire hour battling their convoluted phone system, only to be dismissively informed that my symptoms weren't deemed worthy of attention (despite being on a specialist's waiting list and experiencing escalating health issues). This approach is emotionally devastating, leaving patients feeling utterly disregarded and powerless. I'm particularly concerned for isolated elderly individuals, as this absurd system threatens to cause genuine harm and increase the marginalization of our most vulnerable populations.

Dangerous medical neglect threatens patient safety

I contemplated lodging a complaint for days but reconsidered after reviewing other feedback. The most heartbreaking account involved a woman named Donna, whose daughter barely survived after being denied medical attention. She underwent emergency surgery that night, with the surgeon emphasizing how critically close she was to losing her life. It's shocking that the response to her mother was a dismissal focused on preventing verbal aggression. The receptionist staff's callous demeanor is so infuriating that it provokes thoughts of lashing out. I implore you, for the sake of vulnerable patients, particularly the elderly, to completely overhaul your reception team. Recruit new staff and invest thoroughly in their training. These changes are not just about customer service—they are literally about saving lives.

Booking nightmare with unhelpful staff and broken system

When I attempted to schedule an appointment, I discovered that my previous assessment of this medical practice needed updating. Initially, I was optimistic about their new online booking platform, but that quickly evaporated once I started using it. The system trapped me in a frustrating cycle where it would try to book my appointment, fail, and then prompt me to rebook, with an implicit threat of cancellation if I disconnected. It seems like a clever way to discourage patients from actually securing an appointment, thereby reducing the workload for staff. I tried contacting the reception to explain that I had entered the queue precisely at 8am, but their system was malfunctioning and preventing me from booking. The receptionist's response was notably unhelpful and dismissive. The medical professionals at this practice are generally competent. I simply wish they would implement a booking system that functions properly!

Disgrace

Absolutely disgraceful service, from the reception staff who have no customer service skills at all, zero empathy, are rude and totally indifferent to you, to the telephone system where even calling for routine blood results you can get no answer to booking an appointment to see a GP where again you have to call 20/30 times and then hold for 30 minutes, then no appointments available, cannot even book one in the future.

Disgrace

Absolutely disgraceful service, from the reception staff who have no customer service skills at all, zero empathy, are rude and totally indifferent to you, to the telephone system where even calling for routine blood results you can get no answer to booking an appointment to see a GP where again you have to call 20/30 times and then hold for 30 minutes, then no appointments available, cannot even book one in the future.