West Kensington Gp Surgery
FM
Francesca M. one year ago • From Google
Bad
UPDATE July 2025. A FORMAL COMPLAINT IS BEING PROCESSED. The issues continue to persist. One member of the reception team consistently comes across as rude and lacking in empathy during phone calls. They often sound irritated when patients ask questions, and their dismissive manner is deeply concerning. Their communication approach appears problematic, with a tendency to talk over callers and not fully listen to what is being said. This type of interaction is unsuitable for a role that requires patient-facing skills. The practice supervisor has been made aware of these concerns previously, yet the situation remains unchanged. Calling the surgery has become a source of anxiety. Common responses include statements such as "I'm not a doctor, I don't know the answer to that question" and "once the NHS has it we don't know anything". This is disappointing. Additionally, there have been ongoing difficulties with obtaining referral letters for private healthcare purposes. The staff member responsible for processing these requests frequently appears to be unavailable, and when letters are provided, they often contain errors, are in the wrong format, or contain files that cannot be opened. When requesting a GP referral letter for specialist consultation, the response received was "Yes, please forward us the letter", which seemed contradictory and unhelpful. Furthermore, concerns about swollen ankles have been repeatedly dismissed with suggestions to exercise more and move around. During appointments, clinical staff have been observed searching for information online in front of the patient. A private healthcare provider later identified this as lower limb oedema, a condition that should have been recognised earlier based on other presenting symptoms. Appropriate management options such as compression stockings should have been recommended. This experience has been extremely frustrating.
Dee A.