West4GPs

Reception staff weren't helpful or polite

The reception team's approach was unwelcoming and unhelpful. There appeared to be gaps in their understanding of basic procedures.

Disappointed with doctor

I have been in bed with temperature of 39.5 for 4 days when I was given an emergency appointment. My temperature goes down when take paracetamol. The appointment was 2 hours after taking tablets. As I have no other symptoms apart from temperature. The doctor said there is nothing wrong with you !!! Went home and the temperature started building fast again. I am really disappointed that she dismissed my illness . Not even tests for UTI or Chest XRay or Blood tests . When I called 111 later in the day I was told I may have sepsis How could a doctor trivial a patient life My blood should have been checked for Typhoid and hepatitis B as I have been abroad

Felt dismissed after repeated test result delays

I have been a patient at this practice for many years and previously received excellent care. Recently, however, my experience has changed significantly. While I do not typically require medical attention, I have been managing a complex health matter over the past year, and the standard of care has noticeably deteriorated. I have had six tests performed, yet I was not informed of the results following any of them. On each occasion, I needed to arrange a fresh appointment myself, only to be told that my results had not been reviewed. This left me without any information and forced me to repeatedly reschedule, with each cycle adding another two-week wait. I recognise that the NHS faces considerable demands and I acknowledge that patients may need to take greater responsibility for managing their own follow-ups, despite this not being standard practice. What I found particularly concerning, however, were two separate telephone consultations that appeared hurried and gave me the distinct sense that my worries were not being properly considered and that I was being expected to resolve matters independently. I only contact my GP when I have a genuine medical need. Feeling undervalued and unheard while experiencing considerable discomfort is deeply upsetting and should not happen. I want to acknowledge the committed professionals at this practice — many of you provide excellent care and should not be associated with these concerns.

Felt genuinely listened to and supported

I just want to share my appreciation and sincere gratitude to the healthcare professional who has been instrumental in my care. They are without question the best GP I've ever had the pleasure to know. They've supported me and my health through the last few years with humour, empathy and brilliant knowledge. Truly a superstar healthcare provider and person!

Reception staff were dismissive and unhelpful

The quality of care appears to be declining year on year; obtaining blood tests involves lengthy delays and walk-in appointments are not readily available at all facilities; there was an interaction with clinical staff that felt dismissive; and a recent encounter with reception staff was perceived as discourteous and lacking respect. Additionally, there seem to be fewer medical professionals available now; whilst this isn't necessarily problematic in itself, more complicated cases appear to take considerable time to resolve through the NHS, which has led to considering private healthcare as an alternative where feasible.

Couldn't get through on the phone

Unhelpful experience overall.

Felt listened to and well explained

I attended a health screening appointment for a risk assessment and was seen by a healthcare professional. They demonstrated professionalism and expertise throughout the consultation. They took time to explain everything in a clear manner and responded to all my questions with patience and consideration. I really valued their approachable and reassuring approach. Thank you for the excellent care provided.

Easy to book appointments and kind staff

The entire team, from front desk staff to clinical practitioners, demonstrated genuine kindness, helpfulness and attentiveness throughout my visits. I have found the appointment booking process straightforward and hassle-free. I would strongly recommend this practice to others - I feel fortunate to have access to this local surgery.

Receptionists really went the extra mile

The reception staff members are particularly helpful and accommodating towards us both. Given that we have multiple ongoing health matters requiring attention, their support is greatly appreciated. We have been attending this practice for nearly three decades and have witnessed significant improvements throughout that time. The wider team, though we rarely interact with them directly, also performs well in responding promptly to our enquiries. The clinical staff have consistently provided excellent care as well.

Reception team handled worry with real care

The entire team at this practice are absolutely wonderful. We have experienced a challenging period with our family member and everyone has been tremendously supportive, collaborating effectively to address our concerns. Each member of the reception staff demonstrates both professionalism and genuine compassion, the clinicians have been proactive in their care and have provided excellent support, and the nursing staff have given us great confidence in the quality of care being provided. Thank you all so much!

Reception team made booking urgent appointments easy

The clinician at this practice has made a real difference in how I manage my health, and I feel I am in safe hands. Their dedication and support has been outstanding. I feel heard and supported throughout my care, and the reception team are always kind and helpful whenever I need to arrange an appointment.

Clear communication made all the difference

Impossible to fault, perfect in every way, excellent communication with the clinical team. So lucky to have such brilliant healthcare professionals.

Callback system made the difference for us

We are so grateful to the staff member who provided kind assistance this morning regarding two urgent but quite complicated matters. Patience is often required to get through but using the callback system or ringing at less busy times has usually been the answer. Thank you all.

Friendly staff who sort problems same day

The clinical team members are wonderful and consistently approachable and supportive. I have consistently been able to reach someone or arrange an appointment when I have had concerns requiring attention on the same day. There can be challenges getting through during peak times in the morning, though persistence has always paid off.

Reception staff were genuinely helpful and responsive

After relocating from abroad and having previously relied on private healthcare, I had concerns about what I'd heard regarding the accessibility of the local health service and the difficulties people mentioned around obtaining prescriptions or securing appointments. The practice has exceeded my expectations considerably. The entire team, from administrative staff through to clinical personnel, has demonstrated remarkable helpfulness, responsiveness and efficiency. I have consistently been able to access medical consultations promptly, my enquiries have been handled promptly, and I have been offered comprehensive preventative health screening. The transition of my existing medications from my previous healthcare provider was managed smoothly and without complication. The overall experience has been excellent.

Quick callback and proper listening

I submitted an inquiry form to the practice and received a call back from a clinician the same morning. The clinician was friendly, supportive and attentive to my concerns—I was able to access prompt assistance and care. This was a very positive experience with the surgery.

Reception staff made me feel genuinely supported

I have been a patient at the practice for many decades, during which time I have been cared for by several clinicians. My family has also been registered with the practice, and my children were born while we were patients there. Throughout my time with the practice, I have consistently had positive experiences with both the clinical and administrative staff. During a particularly difficult period in my personal life recently, the practice provided exceptional support and reassurance, with one clinician offering to assist me should I need it. The current team, including reception and support staff, continue to provide excellent care. I am grateful for the service provided by everyone at the practice.

Appointment team member was genuinely helpful

I want to express my appreciation for the member of the appointment team. They are always polite, caring, and incredibly helpful. Their consistent dedication to providing excellent service truly stands out. I hope their wonderful work is recognised and rewarded, as they deserve it.

Quick results and clear communication throughout

I have had a very positive experience with the surgery- both for myself and my family member. I recently saw a clinician who was lovely- they arranged my investigations quickly and communicated the results back to me with a prescription just a few days later. I also saw a physiotherapist who was professional and helpful. Thanks to your team :)

Impossible to book appointments, rude reception staff

I made the difficult decision to leave this practice after many years as a patient. The overall service quality declined noticeably over time, making it increasingly challenging to secure appointments, whether for immediate needs or future dates. The reception team's manner could sometimes feel dismissive and condescending. Following several formal complaints, I was eventually offered a telephone consultation within a three-hour window, which required me to set aside that entire period away from my work. As a self-employed person, this represented a genuine financial loss. However, the appointment call came earlier than the stated timeframe. Additionally, clinical communication often occurs solely through text message or email, with no opportunity to ask follow-up questions or provide responses.