West4GPs

Phone lines constantly overwhelmed during limited calling windows

Consider seeking care elsewhere. This practice appears to be poorly managed. There are only 2 designated time slots each day when patients can call for any reason. Due to this limited availability, the phone lines become overwhelmed during these windows, and callers are frequently unable to get through. Prescription management has proven difficult to navigate, and we have found ourselves needing to contact alternative services for appointment availability when illness occurs. Additionally, there have been instances where expected follow-up communication after consultations has not materialised.

Friendly staff made the wait manageable

Prompt and welcoming experience

Online booking system caused long medication review delays

I am extremely dissatisfied with this experience and would rate it far lower if possible. Each time I have attempted to arrange an appointment for a medication review, I have been directed to use the online system. More than three months have now elapsed since my annual review was due, and I felt compelled to abandon my efforts. Unexpectedly, I received a notification on 24th June informing me that a medication review appointment had been scheduled via telephone with a pharmacist for 29th August, which represents an additional two-month wait. At this point, I am already five months overdue for my review. I have concerns about the appropriateness of having this review conducted remotely by a pharmacist rather than in person with a doctor. According to the practice's own guidance on medication reviews for repeat prescriptions, reviews should be carried out by a doctor at minimum annually, or more frequently for some patients. I believe the practice should align its actual procedures with the standards it publicly commits to.

Clean surgery with polite and helpful staff

The medical practice maintains a clean and welcoming environment. The staff members are courteous and the clinical team provides excellent care.

Prompt and helpful with appointment booking

I wanted to express that whenever I needed to arrange an appointment or speak with a clinician at West4GP, the team was responsive, courteous and genuinely supportive. Additionally, I am very appreciative of the healthcare professional I saw who demonstrated exceptional kindness throughout my visit. I felt genuinely supported and valued during the appointment. They promptly arranged necessary tests, offered various recommendations to address my concerns and made my overall GP experience a positive one. Thank you!

Reception staff ignored me until I spoke first

During my initial visit to this GP practice, I was unfamiliar with how their system operated. When I arrived at reception, there were several receptionists present, each representing different health providers, which I wasn't aware of at the time. I stood waiting and observing all of them, as they appeared to be available, but none of them acknowledged me or offered assistance for several minutes. Eventually, I approached one member of staff who proved to be more approachable. I explained that this was my first appointment and I didn't understand the practice's procedures. She then directed me to the appropriate receptionist. Unfortunately, that receptionist showed little empathy and didn't offer even basic assistance or a simple greeting to acknowledge me as a waiting patient. She appeared visibly disengaged. I felt quite shocked and embarrassed that no one had made any effort to help or speak to me until I took the initiative myself. I had been polite and patient, waiting to be addressed first, but felt overlooked. It would be beneficial if there were a dedicated receptionist available to provide new patients with basic guidance, as the current approach lacks warmth and helpfulness. However, I must commend the clinical staff member I saw. She was exceptionally helpful from our initial phone conversation onwards. She took considerable time to explain things thoroughly and provided detailed information over the phone. I was genuinely impressed by her attentive and patient approach. She managed to arrange an appointment for the same day, which I greatly appreciated. My main wish is that the reception team could demonstrate greater warmth and courtesy—even a professional smile would make a significant difference to the patient experience and create a more welcoming atmosphere.

Thoughtful care across three decades

Our family has been registered with this practice for three decades. Throughout that time, various clinicians at the surgery have supported us through different health matters. We have consistently appreciated the considerate and attentive professional service provided, along with timely onward referrals when appropriate.

Call-back system makes booking easier

This surgery provides excellent care. My partner and I have experienced several significant health concerns in recent months, and the standard of service we have received has been exceptional. While there can be brief delays reaching reception during busy morning periods, a new call-back system has been implemented to help manage this, and persistence ensures you will connect with someone. Every healthcare professional we have encountered has demonstrated both competence and compassion. I would gladly recommend this practice to others.

Receptionists went the extra mile for me

I have been attending this practice for nearly five decades, and I can say it has been outstanding throughout. The reception team consistently demonstrates excellence and makes genuine efforts to accommodate patients wherever possible. The clinical staff are impressive, combining professionalism with genuine care for their patients. The nursing and healthcare professionals are equally commendable, frequently going above and beyond in their support. I am very grateful for the consistently high standard of care provided by this practice.

Reception staff made getting an appointment difficult

I have never encountered a medical practice operated in such a disorganised manner. The level of communication falls significantly short of expectations. While the clinical staff themselves are reasonably competent, the administrative personnel who manage patient access are not equipped to handle their responsibilities effectively. The overall management of the practice leaves much to be desired. I will be seeking care elsewhere.

Appointment access and admin issues became too much

The practice was excellent previously, but from around 2010 onwards the experience declined significantly and obtaining appointments became increasingly difficult. I have undergone blood tests where I never received the results, despite these being concerning findings. When attending appointments to discuss serious health concerns, vital signs were not always recorded and information was not consistently communicated to hospital services. After approximately 40 years as a patient, I requested that a property detail be added to my records, but instead I was removed from the practice without any prior notification. When I asked about returning, I was asked to provide council tax documentation. At that point, I felt it was time to consider transferring to another practice and did not return. I should note that the clinical staff have been professional and supportive throughout my time there, and it is the administrative and management functions that have not met the standard expected of the practice.

Phone lines impossible to get through on

Extremely difficult to get in contact with over an extended period. This practice may not be suitable if accessibility is important to you.

Same-day calling system makes appointments difficult

I have been a patient at this surgery for many years. I found the appointment system frustrating, as I was unable to book a consultation on a day that suited my work schedule. Instead, I was offered an appointment at an associated facility elsewhere. I had hoped to discuss personal health matters with my regular doctor, but this did not happen as expected. I received treatment without what I felt were appropriate preliminary assessments or a thorough review of my medical history beforehand. Since then, I have not received any follow-up contact from the surgery regarding my concerns. I am aware that other practices in the area are offering more flexible appointment options, and I feel this surgery is not keeping pace. I have also found interactions with reception staff and the difficulty in seeing a consistent doctor to be problematic. I am considering making a formal complaint and exploring alternative surgeries, which is disappointing given my long-standing relationship with this practice. I understand why other patients have left negative feedback, as I do not feel the service meets an acceptable standard.

Poor phone manner when requesting repeat prescription

The worst customer service I have experienced. The staff member who identified herself as being in a management position demonstrated poor communication skills when speaking with me. When I ran out of my regular medication that I have been taking for several years and requested a repeat prescription, I was told that they were unable to assist. The service provided was extremely disappointing.

Staff didn't listen to my concerns

The service provided fell short of expectations, with staff appearing to lack adequate knowledge and offering limited assistance. I would recommend considering alternative options.

Reception staff dismissive on the phone call

I had a very negative experience at this practice. My child presented with a skin rash and back pain, and I felt the clinician lacked understanding of the symptoms. The initial phone interaction was unhelpful, and I was made to feel that an appointment would be inconvenient. During the consultation, the clinician seemed dismissive and questioned my concerns extensively, which left me feeling judged rather than supported. No treatment or medication was offered. I subsequently sought a second opinion privately, where a diagnosis was provided that explained my child's symptoms. I was disappointed with the level of care received through the NHS service.

Clean practice with helpful reception staff

The practice maintains excellent cleanliness standards and the team proved to be very supportive. However, the absence of air-conditioning in the facility resulted in a slightly reduced rating.

Reception staff didn't listen or help

I was expecting a call from the practice today but did not receive one. When I attempted to contact them for an update, I was informed that the clinician had already left, having apparently documented an attempt to reach me that I did not experience. The receptionist who answered was unhelpful and did not allow me to fully explain my situation. I was advised to ring back the following morning to potentially arrange another appointment, though there was no guarantee of availability. The receptionist also made a comment comparing the doctors to a 'call centre', which I found concerning. This represents the worst experience I have had with this practice throughout my many years as a patient, and the situation reflects an ongoing pattern of issues. As a result, I have decided to register with a different practice.

Reception phone manner needs urgent improvement

I experienced a concerning interaction with a member of the reception team who I felt was dismissive and unhelpful during a phone call. The manner in which I was spoken to felt disrespectful, and I did not feel listened to before the call was terminated. I believe the reception staff play an important role as the first point of contact and should demonstrate appropriate patient care standards. Following this interaction, I attempted to reach the practice multiple times over an extended period without success in getting through. This situation was frustrating and I felt my health concerns were not adequately addressed, which I believe contributed to a subsequent hospital visit. I am considering further action regarding this matter.

Struggled to reach reception for appointment booking

I have been attempting to contact reception for four days in order to schedule a doctor appointment, but have not yet been successful in reaching them.