White House Surgery

Frustrating healthcare access for vulnerable patients

Securing a medical consultation at this practice is an incredibly challenging process due to their convoluted administrative procedures. This approach effectively prevents vulnerable patients from accessing essential healthcare services, as they struggle with complex online request forms and endure prolonged telephone wait times, only to be ultimately informed that available appointments have been fully booked. The current system is fundamentally flawed and requires immediate improvement. An ideal solution would involve providing dedicated staff assistance to help patients navigate these digital platforms, a practice already successfully implemented by other medical facilities.

Friendly staff and quick doctor response

I contacted the medical office early today, shortly after 8 AM, requesting a physician's callback. Despite being 14th in line, my wait was remarkably brief, lasting just 10 minutes. The receptionist was exceptionally courteous, with a genuinely warm demeanor. Dr. York returned my call before 11, and although we've never met in person, he was incredibly approachable and supportive. After reading some critical comments about the practice, I felt compelled to share my positive experience. Completely satisfied with the service.

Terrible medical care for disabled son's suffering

Completely Unacceptable medical care Absolutely zero assistance regarding my son's situation, with both the physicians and Royal Victoria Hospital shirking any accountability for addressing his condition. He's handicapped, unable to ambulate due to extreme swelling in his right leg, preventing him from even wearing shoes. The entire weight of his body is exerting tremendous strain on both limbs. I would never suggest this medical practice to any of my relatives or acquaintances. A.Humphries

Terrible service with underlying racial discrimination

I am thoroughly let down by my encounter at this facility. The front desk personnel exhibited not just unprofessionalism, but blatant rudeness and disregard. From my initial arrival, I felt entirely unwelcome. Even simple inquiries were met with hostility, and it appeared the staff were more focused on socializing among themselves than assisting patients. My infant's follow-up consultation, which was meant to be arranged within seven days, experienced repeated postponements without any coherent justification. I was forced to make multiple calls just to elicit a response to my messages. Such behavior is absolutely unacceptable in any healthcare or professional setting. Even more troubling—and deeply distressing—was my observation of differential treatment, suggesting that my racial background potentially influenced the level of discourtesy and lack of respect I experienced. No individual should ever feel marginalized or demeaned because of their identity. I will definitely not be returning and strongly recommend that management critically examine the behavior and professional standards of their reception team.

Terrible healthcare experience with zero communication

Terrible customer experience. The facility was completely booked for 72 hours, making it impossible to consult with a physician.

Terrible customer service nightmare at this place

Terrible customer support. They instructed me to phone back at 10:30am, claiming they were already fully booked, and when I called at the specified time, they redirected me to call again the next morning at 8am. Each subsequent morning followed the same frustrating pattern of being "fully booked". I'm utterly bewildered by their operational methods. This is absolutely unacceptable! 😟 The service desperately needs a CQC investigation 🥹🥹🥹

Terrible service and unprofessional appointment scheduling

I attempted to schedule an appointment for my mother and called precisely at 8:30, only to be told they were completely booked for the day and at full capacity. When I questioned how this could be possible given the early hour, the phone representative explained that bookings start at 8:00 AM. Oddly, the attendant had telephone availability until 6:30 PM but did not receive any calls. The following day, I called exactly at 8:00, and again, no one answered. I'm left wondering: is there no one responsible for managing their operations? How can these professionals function in such a critical service environment? They seem completely unaware of their professional responsibilities. These people are incredibly frustrating and incompetent.

Frustrating healthcare with endless wait times and delays

I've experienced multiple medical challenges during my time as a patient at the Whitehouse Surgery. The standard procedure involves calling the clinic at 8AM and then enduring a potential wait of up to three days for a return call. After this process, you might eventually receive a referral, which could take several months to materialize.

Dangerous medical negligence puts patient's life at risk

My father was admitted to the hospital following a severe high blood pressure episode. Despite not having a medical consultation since September, his recent visit to his primary care physician revealed a recorded weight exceeding 100kg in February—a milestone he had never previously reached. It appears that his medical records were deliberately altered to suggest he had undergone a consultation, when in reality, he was neither contacted nor examined by the doctor. This unethical practice warrants a thorough investigation by the Care Quality Commission.

Frustrating healthcare runaround with no real help

Extremely frustrated with the healthcare process. Consulted the pharmacist who advised seeing a doctor, then did an online consultation that also recommended speaking with a physician. Spent considerable time waiting for a phone call that never materialized, with the promise of a doctor calling back going unfulfilled. Received a text instructing us to retry in the morning or contact emergency services if no response. I'm not someone who seeks medical attention unnecessarily. I've been unwell for a fortnight and, truthfully, I've been without a proper doctor's consultation for so long that I wouldn't even recognize my own healthcare provider if I saw them.

Frustrating healthcare experience with poor communication

Terrible customer support experience. I filled out the online consultation form, only to receive a notification claiming they would contact me between 8 AM and 5 PM. Instead, I got a missed call at 6 PM, accompanied by a message instructing me to submit a new e-consult form and restart the entire process, effectively pushing back my request by several additional days.

Cozy cafe with welcoming atmosphere and street parking

Enjoyable establishment. Welcoming employees. Comfortable dining space. Limited to curbside parking, however.

Terrible healthcare experience at local medical practice

Disrespectful staff, zero empathy, and minimal patient concern. A completely terrible medical practice that fails to provide basic healthcare support.

Unprofessional monday staff destroy mental health support

It appears there's a consistent pattern with the Monday front desk staff... a single remark can push someone to their breaking point. Ironically, these are the individuals supposedly supporting mental wellness. The behavior is utterly reprehensible. The Monday receptionist should seriously consider a role that doesn't require human interaction.

Frustrating wait times at this overcrowded clinic

Scheduling a consultation at this facility is incredibly challenging and frustrating.

Compassionate healthcare team makes all the difference

The healthcare professionals at The White House Surgery have been exceptional in supporting me through my medical challenges. Dr York, Sam, Janet Smith, and the entire reception staff deserve special recognition. While their current average rating of 2.5 stars seems unfair, I acknowledge that individual experiences can vary significantly. Having witnessed the practice's evolution over time, I believe they've consistently improved their operations and effectiveness. Many people criticize the waiting lists and appointment accessibility, but it's crucial to understand that COVID-19 heightened health awareness and dramatically increased patient volumes, putting immense pressure on healthcare systems. My sole complaint relates to their text message communication. The current system prevents direct replies, forcing patients to submit a completely new eConsult when needing to make a correction or express a concern about a previous response, which can be incredibly inconvenient.

Compassionate care made my surgery experience wonderful

A truly exceptional surgical experience. The personnel are compassionate and supportive. I sense they genuinely value me as an individual, not just another patient in their queue.

Solid product meets all my expectations

Quite excellent

Unhelpful staff ignored my son's mental health

Called the clinic and encountered a reception staff member who displayed a complete lack of empathy when I shared details about my son's severe mental health struggles. I explained how his depression and anxiety have become so debilitating that he experiences panic attacks even when attempting to step into the garden. When I requested a home visit from a doctor, the receptionist's response was dismissive and confrontational, showing zero compassion for our challenging situation.

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