West Quay Medical Centre

Worst surgery ever terrible staff and service

I would rate this surgery zero out of ten. I've been waiting for my son who has Autism and Asthma, and after two weeks, I discovered our prescriptions were locked away in a file cabinet. It's absolutely revolting. My son cannot survive without his pump, and since the pandemic, I find the healthcare system completely indifferent. I've been without medication for two weeks, waiting for a repeat prescription from Boots, only to find it forgotten in a file cabinet. My son is non-verbal, and when I inquired, I learned the prescription was never collected. The staff at West Quarry Surgery told me they never received it. I rely on these tablets for life, and as someone with Autism, I struggle with unexpected changes and disruptions to my routine. I was instructed to change pharmacies to Cardiff Bay, but I prefer consistency. Then, I needed paperwork signed for my older son, also with Autism, but they refused, telling me to wait until January 2024. That was the final straw. This is the worst surgery, with incredibly unfriendly staff. The reception feels like a military zone, with one blonde staff member who reminds me of a sergeant. I had no choice but to change surgeries, and it's been incredibly stressful. Now, I'm with a much better practice that has kind, understanding, and caring staff who actually help patients. My two sons with Autism and I can finally relax. West Quarry Surgery should be shut down. It's always empty, the staff are incredibly rude, and they desperately need customer service training on how to treat patients with respect and compassion - something they completely lack.

Disappointing service with zero customer compassion

Complete absence of compassion and understanding

Terrible service and impossible to get an appointment

I resided in Barry for a decade and was registered with West Quay The number of times I successfully booked an appointment could be counted on a single hand; securing one was about as likely as discovering a unicorn-piloted spaceship in my backyard. Take my wife's situation: she's been cancer-free for 20 years but found a concerning lump on her arm, attempted to schedule an appointment by phone - utterly impossible In-person visit - equally futile - met with an unhelpful receptionist Contacted NHS Wales for assistance and referral - no luck whatsoever Even attempted to offer payment for a private appointment - still rejected, so what options remained??? Subsequently relocated to a different area; my current practice might look less impressive, certainly not the 'state-of-the-art' facility like West Quay, yet what a remarkable contrast - I can actually secure appointments and staff genuinely attempt to resolve issues. I'll spare you the details about their dental services. Yesterday, I called seeking information for my new practice, endured 25 minutes on hold before ultimately giving up in frustration. Perhaps the owners and management should review these comments and acknowledge, 'we have a significant problem'

Frustrating journey through healthcare phone maze

Attempting to schedule a phone consultation with a physician is an absolute joke. Every possible option on the automated menu is available except for speaking directly with a doctor. You can select choices for trivial ailments like a chipped nail or a slight sniffle—excuse my cynicism—and then it tantalizingly suggests waiting for additional options. False hope. The message simply says "thank you" and abruptly ends the call. Looks like the emergency room is the only remaining option. It's no mystery why the entire healthcare system is crumbling.

Frustrated nurse struggles with unhelpful medical receptionist

As a dedicated NHS professional committed to patient care and compassionate service, I encountered a frustrating experience today while seeking an appointment for my son with additional needs. When I called at 8am to discuss an assessment and appointment options, I explained that due to my own clinic tomorrow, I would be unavailable to call until 10:30. The receptionist immediately informed me that no appointments would remain by then. When I inquired about alternative solutions, I was simply told to call at 8am or have someone else make the call - an unhelpful response, especially considering this was a specialized assessment recommended by a teacher. The interaction quickly deteriorated as the receptionist became increasingly confrontational, talking over me and adopting an aggressive tone. I attempted to highlight that her communication style was causing mutual frustration, but she remained inflexible. My request to speak with her manager was met with convenient excuses - apparently, the manager had just stepped out and could not be located. My core concern was not the information being communicated, but the unprofessional manner in which it was delivered. As someone who understands the critical importance of effective communication in healthcare, I found myself disheartened by this interaction. While I will continue to pursue the necessary appointment for my son, I sincerely hope future interactions will demonstrate more empathy and professionalism.

Frustrating experience with long wait times

incredibly challenging to navigate, booking a consultation seems nearly unattainable, and if you miraculously secure an appointment, expect prolonged waiting times, however, on the bright side, the medical professionals are truly exceptional when you finally get to see them

Disappointing medical care with endless run around

Not the most terrible medical practice I've encountered. However, scheduling one consultation for a single concern while claiming to be at full capacity raises some suspicions 🤔. Cramming multiple health issues into a single visit potentially eliminates 200 redundant appointments. Despite not actually being overbooked, they subjected me to a frustrating 18-month cycle of bureaucratic delays while I was experiencing intense kidney discomfort and battling depression. Eventually, I abandoned seeking care from them for approximately three years.

Friendly staff and doctors make healthcare a pleasure

The front desk staff consistently demonstrate exceptional support, with Donna standing out as particularly outstanding. The medical practitioners are remarkably competent and compassionate.

Nightmare customer service that made me lose hope

Getting assistance here was an absolute nightmare, easily the most frustrating customer service encounter I've ever endured. The process of scheduling an appointment was so difficult and aggravating that I'd almost prefer the complexity of committing a felony over dealing with their bureaucracy.

Professional and helpful pharmacy service

My consultation with Carl, the pharmacist, was top-notch and highly professional.

Great service with consistently friendly staff

From my experience, everything runs smoothly without any significant issues. The employees consistently demonstrate a genuine commitment to ensuring customer satisfaction.

Great service for safe travel vaccination

I dropped by to get my travel immunizations today. Scheduling the appointment and the preliminary phone consultation were incredibly seamless. The nurse, Ceri, demonstrated extensive expertise about the health risks at my intended destinations and thoroughly explained preventative strategies. Her guidance made me feel completely confident about my upcoming trip's safety. I've consistently found booking GP appointments hassle-free, and the reception team is always courteous and efficient. Having an on-site pharmacy is an added bonus. This practice is truly excellent in every respect!

Terrible customer service at medical practice

Absolutely terrible service today. I arrived to pick up a medical certificate only to discover they were closed for 'training' - with zero prior notification during my morning call. Claire, the so-called team leader, was incredibly discourteous and dismissively instructed me to return tomorrow. Her unprofessional attitude perfectly exemplifies why medical receptionists often get such a poor reputation. Update to response - how ironic that you suddenly respond after a negative review is posted. Some friendly advice: instead of becoming argumentative and defensive with patients, perhaps listen and learn from the feedback. Your recent reviews clearly indicate a consistent pattern of poor service - it can't just be me who's experiencing this. Hopefully this practice will either improve its staff or be replaced entirely.

Terrible medical service that left me frustrated

If I could give zero stars I also would. The experience I have had today with this surgery is absolutely repulsive. If I were a frequent caller or someone repeatedly seeking medical attention for trivial matters, I might understand their attitude. My son has been experiencing a condition for several weeks. I deliberately waited before reaching out, believing that was the responsible approach. When I called, the receptionist essentially criticized me for not booking an appointment earlier in the morning and waiting until the afternoon. I explained that I wanted to confirm the issue's persistence before contacting them. She suggested the problem probably isn't considered an emergency and that I'd only receive a doctor's call if deemed critical, otherwise I'd need to call back in the morning. An hour later, the doctor called, and after I described the situation, I was told that if the condition has persisted, it's likely not serious or urgent - which I partially agreed with. However, I referenced numerous cases where medical issues were overlooked and became life-threatening. When I shared these concerns, I was essentially reprimanded about potentially misusing emergency appointment slots. Excuse me, but your reception staff were the ones who forwarded my information and indicated the doctor would determine callback necessity. Perhaps better internal communication is needed or you should consider expanding your staffing. It's evident you cannot manage patient demand, and this shouldn't become the patients' problem or make us feel like we're inconveniencing you. I'm utterly disgusted by the service... so substandard that I wish I could give zero stars.

Exceptional care and support from dr jones

I'm grateful to Dr. K Jones for the recent telephone consultation, which was incredibly supportive, competent, and enjoyable. The callback feature is an excellent service, and I commend the entire team for maintaining such high standards.

Worst customer service ever, avoid at all costs

If I could award this establishment the absolute lowest rating possible, I would. Their callback system is completely ineffective and fails to deliver on its promises! When you attempt to call again, the line simply disconnects. At the medical office, they insist appointments can only be scheduled via telephone. Incredibly aggravating... Boasting about patient numbers means nothing when you're fundamentally unable to meet basic service requirements.

Fantastic medical care with compassionate professionals

Absolutely top-notch service today - everything was perfect from the moment I requested a phone consultation right through to my appointment with an outstanding physician. I'm truly grateful for such a seamless and professional experience. Many thanks!

Helpful lisa saves the day at medical surgery

I recently discovered my potential eligibility for a concessionary bus pass, requiring a GP letter for which I paid £30. However, I encountered significant confusion at the surgery regarding the application process. Initially, they instructed me to bring a paper form for a doctor to complete, despite the application being entirely online. Subsequently, they claimed I did not meet the eligibility criteria and refused to provide a letter. Throughout these frustrating interactions, I've been fortunate to speak with receptionist Lisa, who has been incredibly helpful. During our two recent conversations, she completely understood my requirements and assured me she would resolve the issue with the relevant staff. After my latest call, she has arranged for a GP to contact me tomorrow morning, hopefully ending the previous miscommunications. Lisa has been an exceptional team member, going far beyond her basic duties. In one call, she even helped me schedule an annual medication review with Carl from the pharmacy. Her professionalism and dedication are truly commendable. Thank you so much 👍🏻

Dangerous product that puts users at serious risk

Absolutely terrible. Poses significant safety risks in my opinion and demands immediate action

Exceptional care from compassionate medical professionals

The medical team here consistently provides exceptional support and warmth. The doctors and nurses demonstrate impressive expertise and offer genuine comfort, making this healthcare practice an outstanding place to receive medical care.