Patient Experience Summary

Patient feedback reveals a mixed experience at this GP practice, with notable strengths in clinical care and significant challenges around appointment access. Many patients praise the physicians for thorough consultations, compassionate care, and responsiveness to health concerns, with particular recognition for attentive listening and detailed examinations. Reception staff courtesy and welcoming demeanor are frequently highlighted as positive aspects of the booking and waiting experience.

However, appointment availability remains a persistent concern, with patients reporting difficulty securing urgent slots, lengthy phone queues, and confusing booking systems that show no availability for weeks ahead. Communication gaps are evident in delayed responses to emails, missed follow-up calls, and inconsistent information about appointment types. Some patients describe the registration process as slow and unclear, with minimal guidance on procedures.

Continuity of care presents another challenge, with reports of frequent staff rotation limiting the ability to build ongoing relationships with physicians. While some patients experience efficient same-day consultations and prompt prescription processing, others encounter long waiting times and overcrowded facilities. The practice appears to deliver strong clinical outcomes for those who access care, yet the barriers to securing appointments and inconsistent service quality across different interactions suggest systemic operational issues requiring attention.

Appointment

58.90 %
Average

Reception

62.30 %
Average

Cleanliness

78.50 %
Great

Care

72.15 %
Great

Respect

65.40 %
Great

Seen on time

61.20 %
Average

Filter

EJ

Em J. Google 5 years ago

Rating

Great!

Doctors really know their stuff here

The doctors at this practice are truly exceptional. While the nursing staff and reception can sometimes fall short, the quality of the physicians makes any drawbacks entirely tolerable and worth overlooking.

More Info
JD

Joe D. Google 5 years ago

Rating

Excellent!

grateful for lifesaving nhs care

It's impossible to overstate my appreciation (and the nation's gratitude) for the NHS... this institution must be safeguarded and maintained. Most Britons remain unaware of how US healthcare expenses and constantly shifting coverage (dictated by profit considerations and non-medical factors) drive countless individuals into financial devastation. Despite being American, I'm thrilled and proud to live in the UK, deeply valuing the compassion, dedication, and service the NHS delivers. Their commitment and empathy, particularly during a global health crisis, are truly remarkable. I implore you to understand that if British citizens truly comprehended the financial strain, psychological stress, and uncertainty of "excellent private healthcare", you would unanimously celebrate the NHS. No system is flawless, but as someone who has navigated healthcare in both countries, I can confidently affirm: the NHS is a treasure you must never surrender! Heartfelt thanks to the NHS.

More Info
AN

Aya N. Google 5 years ago

Rating

Bad!

Waited weeks for a simple letter

I am extremely let down by my general practitioner. On November 26th, 2020, I submitted an email requesting a letter, and as of December 4th, 2020, I have yet to receive any response. The reception staff informed me that the doctor has not even reviewed my email. I am once again thoroughly dissatisfied with their level of service.

More Info
TF

Trisha F. Google 5 years ago

Rating

Great!

Dr. prevost's caring approach to my hands

I consulted two general practitioners about my persistent hand issue, and Dr. Prevost proactively reached out to schedule an in-person examination. He demonstrated exceptional care, displaying genuine warmth and a sincere commitment to identifying the most effective treatment for my pompholyx. His compassionate approach provided me with significant comfort and reassurance during our consultation. I am truly grateful to Dr. Prevost for his dedicated and patient-centered approach. He represents the very best of what the NHS can offer in healthcare support!

More Info
LG

Laurent G. Google 5 years ago

Rating

Excellent!

Family care that truly helps

Absolutely outstanding primary care practice. My whole family, myself and my three kids, are registered here, and we consistently receive exceptional care. I wholeheartedly endorse this medical center to anyone seeking a reliable healthcare provider.

More Info
SA

S A. Google 6 years ago

Rating

Bad!

Urgent care chaos for worried parents

Securing an urgent medical consultation for my infant has been incredibly challenging. When my child was just 5 weeks old, after consulting 111, the reception team directed me to Ealing hospital A&E, which lacks pediatric services, forcing me to travel to Queen Charlotte's instead. I submitted a formal complaint through their website but received no response. Today, attempting to schedule a phone consultation following another 111 referral for my now 11-month-old, I was once again redirected to hospital urgent care due to the inability to book an appointment. The lack of support and accessibility for young children is deeply disheartening and infuriating.

More Info
RP

Richard P. Google 6 years ago

Rating

Excellent!

Caring staff made our medical visits better

We've relied on this healthcare provider for more than two decades, and its quality has significantly enhanced recently. Nowadays, we genuinely enjoy our visits. The front desk personnel are welcoming and supportive, and the same warmth extends to the medical professionals, including physicians and nursing staff.

More Info
B.

Bartek .. Google 7 years ago

Rating

Bad!

Frustrating wait for emergency clinic slot

Waste of time, attempting to secure an urgent appointment and encountering the same overcrowded situation every single morning.

More Info
DM

David M. Google 8 years ago

Rating

Excellent!

Doctor Prevost really knows his stuff

Dr Prevost at the WestSeven (Stewarts) Surgery is a fantastic healthcare provider. He consistently demonstrates a warm, welcoming demeanor and conducts exceptionally detailed medical consultations. I'm thoroughly satisfied with the care I receive!

More Info

For practice staff

Respond to patient feedback

Track improvement over time

Export evidence for CQC inspections

Claim your profile
Practice Response Rate
0.00%

Shows how often this practice responds to patient reviews and feedback.

About the GP

  • Verified GP
  • Accepts all feedback, both positive and negative.

Contact Information

  • 020 85797337
  • Hanwell Health Centre 20 Church Road Hanwell London W7 1DR

Patient Experience Summary

Patient feedback reveals a mixed experience at this GP practice, with notable strengths in clinical care and significant challenges around appointment access. Many patients praise the physicians for thorough consultations, compassionate care, and responsiveness to health concerns, with particular recognition for attentive listening and detailed examinations. Reception staff courtesy and welcoming demeanor are frequently highlighted as positive aspects of the booking and waiting experience.

However, appointment availability remains a persistent concern, with patients reporting difficulty securing urgent slots, lengthy phone queues, and confusing booking systems that show no availability for weeks ahead. Communication gaps are evident in delayed responses to emails, missed follow-up calls, and inconsistent information about appointment types. Some patients describe the registration process as slow and unclear, with minimal guidance on procedures.

Continuity of care presents another challenge, with reports of frequent staff rotation limiting the ability to build ongoing relationships with physicians. While some patients experience efficient same-day consultations and prompt prescription processing, others encounter long waiting times and overcrowded facilities. The practice appears to deliver strong clinical outcomes for those who access care, yet the barriers to securing appointments and inconsistent service quality across different interactions suggest systemic operational issues requiring attention.

Appointment

58.90 %
Average

Reception

62.30 %
Average

Cleanliness

78.50 %
Great

Care

72.15 %
Great

Respect

65.40 %
Great

Seen on time

61.20 %
Average
Filter

Order By

Rating