West4GPs

Reception won't answer the phone or help

This has been the most disappointing practice experience I have encountered in London. The reception team appears unresponsive and calls frequently go unanswered. After relocating to a new area, I requested an initial health assessment with a GP. The reception staff offered only a remote consultation option, which left me uncertain about how certain routine measurements would be conducted during such an appointment. I had been advised by my previous healthcare provider to undergo blood work within a specific timeframe to determine whether further treatment might be necessary. Unfortunately, I have found it extremely difficult to arrange a face-to-face appointment with a GP at this practice.

Long wait for sore throat appointment

I contacted the practice this morning regarding throat and ear discomfort and requested an appointment. I was advised that the earliest available slot at the clinic location would be several days away, which I found frustrating given the timing of my symptoms.

Emergency line receptionist was dismissive and rude

The individual who answered the emergency line was dismissive and displayed an unhelpful demeanor. I have been attempting to secure an appointment for an extended period regarding a longstanding concern, and the call was terminated abruptly with the assertion that it did not constitute an emergency, without allowing me to explain the reason for my contact. Whilst the clinical staff have been pleasant, the reception team's support has been inadequate. I am looking forward to relocating so that I can register with a different practice.

Couldn't get through to anyone for help

Unable to receive any assistance.

Doctors listen and take time with patients

I have been attending this practice for nearly ten years and, given that I manage multiple health conditions including some that are less commonly encountered, I feel genuinely fortunate to be registered here. The clinical staff are excellent and demonstrate a genuine commitment to patient care. They allocate sufficient time during consultations and actively listen to what patients have to say. Their approach is consistently friendly, professional and empathetic. Regarding wait times, whilst they can occasionally be longer than ideal, this reflects broader pressures within the NHS rather than failings of the practice itself. Additionally, missed appointments by patients do contribute to scheduling inefficiencies and resource wastage for both the service and the wider system. The areas where I have reservations relate to the digital appointment platform, which has been highlighted in other feedback, and the current challenges in accessing or communicating with clinical staff, which I understand may be linked to ongoing pandemic-related factors but nonetheless remains problematic. My experience with the reception team has been inconsistent, varying depending on which staff member I interact with.

Website makes booking an appointment needlessly difficult

The practice's online presence requires significant improvement. The website layout appears designed to discourage appointment bookings at multiple points. Accessing the appointments section presents limited options—either telephoning or completing a web-based form. However, the web form does not facilitate actual appointment scheduling; instead it provides condition-related guidance or directs users toward alternative services. The practice operates a website, patient portal, and mobile application, each with distinct naming conventions and web addresses, creating confusion. While the clinical team delivers excellent care, the digital appointment system falls short of what patients reasonably expect.

Receptionist blocks access to telephone appointments

I would rate this surgery much lower if possible. While the clinical staff member I consulted was excellent, I have had a frustrating experience with the reception team. I have been attempting to arrange a telephone appointment for over a week, and each day I am instructed to call back the following day. However, when I ring during morning hours, I am informed that all slots are unavailable without the receptionist appearing to verify availability, and the online booking system is not functioning properly.

Couldn't reach anyone by phone or online

The practice website lacks information regarding the flu vaccination scheme and when appointments might be available. After waiting for half an hour on the telephone while being informed that the call would be answered shortly, no one picked up. There were difficulties retrieving blood test results despite making multiple efforts to do so.

Reception staff were consistently kind and understanding

I have been attending this practice for nearly 15 years. Throughout various health challenges including viral illnesses and chronic conditions, as well as during recent global health crises, the dedication and professionalism demonstrated by the entire team despite considerable pressures reflects their genuine commitment to patient care. Occasionally, the time required to secure a routine appointment can be longer than one might prefer, though this appears to be indicative of broader systemic pressures within primary care rather than a shortcoming of the practice itself. That said, urgent appointments are typically arranged promptly. The administrative team have consistently demonstrated kindness and empathy when dealing with patients. I believe patients would benefit from approaching their healthcare visits with greater understanding of the circumstances. This can be challenging, particularly as we tend to seek medical attention when experiencing illness, which underscores my point. Our healthcare providers and their teams are the professionals we depend upon during times of need. It is worth acknowledging this and expressing gratitude for the valuable support they provide in helping us recover and maintain our wellbeing.

Brilliant doctors let down by impossible booking system

It's one of those situations where I would rate the clinical staff highly but the appointment scheduling system poorly. The clinical team at this practice are excellent. They demonstrate thoroughness, are consistently supportive, and provide accurate assessments. In fact, they rank among the best I have encountered during my time in the UK. They certainly merit top marks. However, the appointment booking system presents significant challenges. It is difficult to reach the practice by telephone, and attending in person to speak with reception staff is often more straightforward than attempting to call. Additionally, callers are frequently advised to ring at 8am, which proves ineffective. To enhance the overall service, the practice would benefit from expanding its clinical capacity to create additional appointment slots and increasing reception staffing levels to manage demand more effectively.

Straightforward checkup and blood test appointment

Visited for a routine health assessment and blood work. The service provided was satisfactory.

Reception staff made booking difficult and confusing

I would advise caution when choosing this practice. The front desk team appears to lack efficiency and organisation, with issues around administrative accuracy and lengthy wait times. While the clinical staff seem competent, accessing their services proves to be quite challenging.

Long phone waits and callback requests frustrate

My husband called this morning and managed to reach someone, but was instructed to ring back at midday. He subsequently spent nearly an hour on hold waiting for his call to be answered, after having already attempted to get through several times beforehand. This experience felt frustrating and suggested a lack of consideration for patients' time.

Impossible to get through on the phone

Attempting to reach the practice by phone has proven extremely difficult, with unsuccessful attempts made over consecutive days.

Phone queues long but online form works well

When looking for a new local GP practice a couple of years ago, I reviewed some feedback and was initially somewhat uncertain about the practice, but have experienced nothing but positive interactions since registering. The clinical staff are warm, compassionate and have arranged specialist referrals and necessary investigations promptly (within a couple of weeks - which felt fortunate during the pandemic period). As a younger female patient, I have consistently been met with welcoming attitudes by the clinical team - without judgement or reluctance in providing support, which has made the past couple of years considerably more manageable than it might otherwise have been and is genuinely valued. There may be some waiting time when calling, typically 10-15 minutes - however if time is limited, which is often the case for me personally, the online consultation form is a useful alternative and I receive a call from a clinician within a few days of submission. This is naturally just my own experience, but one I felt was worth sharing as it seemed deserving of recognition. The reception team are excellent, though understandably stretched - which is reasonable given the circumstances. In person I have observed them making extra effort when helping patients; providing explanations and offering suggestions and so on.

Impossible to get through on the phone

It can be very time-consuming attempting to contact the practice, only to be told that appointment slots are not currently available. This situation has been ongoing for some time and appears to have become more challenging in recent periods.

Reception staff doing their best under pressure

Having been a patient at this practice for two decades, I can confirm that the clinical team has consistently provided excellent care, and the reception team clearly work hard despite the challenges that come with managing such a busy facility. I find it puzzling to read some of the critical feedback online, as many of these comments appear to reflect a perspective that the patient is always right.

Smooth online booking and friendly staff throughout

The reception staff were welcoming and helpful, and the service was handled efficiently. The online account system was excellent and the phlebotomy team member was particularly pleasant. After relocating to the area recently, I needed to arrange a blood test. I was able to register through the online portal and secure an appointment within a couple of days. The entire process was smooth and the team were genuinely lovely throughout. Very grateful for the experience!

Referral letter took weeks to arrive

I attended the GP practice on two occasions and was seen by a clinician. Unfortunately, I felt the care provided did not adequately address my concerns. I had to request a prescription for medication, and what was initially prescribed did not seem appropriate for my situation. I subsequently sought a second opinion at a private healthcare facility, where a specialist reviewed my treatment plan and made adjustments that proved more beneficial to my recovery. Following this, I requested the GP practice to provide a referral letter. More than a week has passed since my request, and I have not yet received confirmation regarding when this letter will be available. It is disappointing to see the standard of service at the practice in this state.

Phone queue left me waiting then hung up

Attempted to reach the practice in the afternoon and waited on hold for over half an hour before someone answered. They informed me the office was no longer taking calls and advised me to try again the following day, then ended the call.