West4GPs

Prescription errors delayed my medication needs

As someone managing a chronic condition requiring ongoing medication, I found it took an extended period for my prescription to be properly established. There were several instances where items were omitted and the prescription was directed to an incorrect pharmacy on multiple occasions, despite requesting corrections. Additionally, I experienced difficulty securing appointments with clinical staff, as availability tends to be limited with booking slots typically filling up well in advance and limited options for future dates. Overall, my experience with the practice has been frustrating.

Reception team made all the difference here

I gave 5 stars because my previous experience was not satisfactory, though my concerns were primarily with the reception staff. The reception team has since been replaced. I relocated away from the area, and distance has given me perspective on how excellent this practice truly was. The clinical staff demonstrated genuine compassion towards both my child and myself, providing valuable support throughout my pregnancy and the time following birth. I required frequent blood tests, and they consistently made themselves available with prompt appointment slots. I miss the doctors who provided my care during that time. They were excellent practitioners.

Reception staff were dismissive about a ten minute delay

The worst practice with rude reception staff. One member of staff went out of their way to inform the clinician that I had arrived late and suggested they should not see me. I normally experience wait times of around one hour before being seen. On this occasion, I was only ten minutes late, checked in via the system which showed three appointments ahead of me. I confirmed this with another receptionist who indicated there were two appointments before me and told me to take a seat. The other rude receptionist overheard this conversation and warned me that the clinician might refuse to see me today. At the same time, she sent a message to the clinician. When the clinician came out to call me, this staff member ran over to tell her she should not see me. I really do not understand what her problem was. There were still two patients ahead of me when this rude staff member called me over and gave me a token to use the blood pressure machine instead of being assessed by the clinician. Terrible patient care and unhelpful staff. If they were already running behind schedule, that was not my responsibility. Unprofessional, rude, and unethical behaviour, particularly as she should not have interfered in her colleague's interaction with me.

Reception team ignored phone calls repeatedly

The clinical staff are excellent, however I found the reception experience disappointing. The phone seemed to go unanswered for most of the time I was trying to reach the practice, with the team appearing to be engaged in conversation rather than attending to calls. During my visit, I waited considerably longer than expected, and I noticed the phone was only answered once throughout my time in the waiting area, while staff appeared to be socialising. Additionally, I was concerned about the hygiene standards of the water dispenser, which appeared to have accumulated debris and looked as though it required thorough cleaning.

Same day appointments when you need them

This practice is exceptional. On every occasion I have received exceptional care from every clinician I have encountered. They have always been able to provide an appointment on the day when needed. Consultations have always been comprehensive and never felt hurried despite the significant workload pressure the team are under.

Phone lines constantly engaged and hard to book

Finding it challenging to secure appointments at this practice. The telephone lines are frequently busy, and I've had difficulty getting through on multiple occasions. The appointment system requires separate bookings for different types of consultations, which makes it hard to arrange visits in advance as slots fill up quickly. This creates frustration when ongoing care requiring multiple visits is needed. The process feels unnecessarily complicated, and I'm considering transferring to another practice that might better accommodate my healthcare needs.

Reception staff gave conflicting information repeatedly

The clinical staff are excellent, however the reception team could be significantly improved. There appears to be inconsistency in the information provided, and some interactions feel rushed and dismissive. It would be helpful if the online appointment system functioned reliably, as telephone contact with reception is currently necessary.

Receptionists helpful despite busy phone queues

The clinical staff here are wonderfully approachable and competent, making me almost reluctant to share this review for fear of the practice becoming overwhelmed! They demonstrate genuine empathy and maintain excellent organisation. I have encountered less satisfactory experiences at other medical facilities in the past, where the administrative processes felt unnecessarily complicated and unwelcoming. I was managing a long-standing health issue, and the journey from my initial consultation after registering with this practice through to receiving surgical intervention (arranged via referral from the practice clinicians) progressed remarkably swiftly. Some patients have previously commented negatively about the reception team. I have not personally observed discourteous behaviour and have received assistance when I have needed it. I recognise that providing medical information over the telephone can feel uncomfortable, though this appears to be standard practice across most surgeries, so it would be unreasonable to single out this practice's reception staff for this requirement. Similarly, waiting times to speak with reception staff do occur, but this is largely unavoidable. It is simply the reality that medical practices experience busy periods and queues are inevitable. This is fairly typical across the board.

Reception staff were dismissive and unhelpful

The receptionist's manner was extremely unpleasant and unhelpful. I felt they went out of their way to be difficult during what was already a stressful time while undergoing medical assessment. Being spoken to sharply by someone in an administrative role was a very negative experience. I understand the clinic is busy and don't expect special treatment, but I felt this person's approach was unsuitable for a patient-facing role. I was disappointed by this interaction.

Uncaring practice left me disappointed

An extremely disappointing visit. The practice did not feel welcoming or attentive to my needs.

Reception staff friendly but vaccine appointment waits too long

I really like the reception staff and the doctors have been lovely so far, but I've had the misfortune of getting my child's routine appointments booked with the same clinician every time which means that the least I had to wait on the day has been around 45 minutes which is frustrating! The first appointment ran significantly over time, the second was delayed by 45 minutes and the third today was delayed again! I found the wait times inconvenient, and people don't have time to waste like this. I can understand once, but every time is disappointing. I've noticed that other clinicians have longer waiting lists, which suggests others may have experienced similar issues. I'll try to book with a different clinician next time and hopefully the experience will improve.

Reception staff treated me with resentment and contempt

My experience at this practice fell short of the positive feedback I had read beforehand. After completing a registration form based on these recommendations, I was asked by the receptionist to provide additional information and directed to the waiting area, a task that took minimal time. Upon returning with the completed form, I was placed at the back of the queue, resulting in a considerably longer wait. More concerning was the manner in which this was communicated, which felt dismissive and unwelcoming. The level of customer service was disappointing. Having resided in the country for over a decade, I found this interaction notably unpleasant. I questioned whether the approach I encountered was appropriate for a healthcare setting. The overall conduct appeared unprofessional, discourteous and demoralising. As I did not proceed to see a clinician, my impression was formed entirely by this initial encounter, which has deterred me from continuing with this practice. I intend to seek care elsewhere.

Long-term patient feels genuinely well looked after

I have been a patient at this surgery for many years and have had the good fortune of being treated by some excellent clinicians over the years. They are all extremely caring, thorough and most of all make me feel I am being well looked after! This GP practice is one of the best surgeries that I have been to over the years and they reinforce my belief in the NHS!

Reception team sorted appointments out really well

The nursing staff are both incredibly gentle and kind, and very professional. I have been attending on a regular basis and there has not been a single occasion where I felt any pain or discomfort, particularly given the sensitive nature of the care required. The reception team always assisted me with any queries I had and they managed my appointments very effectively. I haven't had consultations with the GPs yet, but the administrative support for my fit notes was processed quite promptly. I'm very pleased I decided to register with this practice!

Felt listened to and well organised

Excellent service that I have experienced, with genuinely caring clinical staff. I particularly appreciated the professional and thorough consultation I received, which provided helpful guidance in understanding my health concerns. I would highly recommend this practice - the team is wonderful and the service is well-organised and efficient. Many thanks to everyone involved.

Helpful staff made moving away difficult

Excellent practice with some wonderful healthcare professionals. Would definitely recommend to others. Unfortunately had to switch surgeries due to relocating. Much appreciated.

Friendly staff and a relaxing atmosphere

The team members are consistently welcoming and supportive. The environment feels calm and pleasant.

Friendly reception made the visit worthwhile

Excellent