West4GPs
AQ
Angelah Q. 2 years ago • From Google
Bad
During my initial visit to this GP practice, I was unfamiliar with how their system operated. When I arrived at reception, there were several receptionists present, each representing different health providers, which I wasn't aware of at the time. I stood waiting and observing all of them, as they appeared to be available, but none of them acknowledged me or offered assistance for several minutes. Eventually, I approached one member of staff who proved to be more approachable. I explained that this was my first appointment and I didn't understand the practice's procedures. She then directed me to the appropriate receptionist. Unfortunately, that receptionist showed little empathy and didn't offer even basic assistance or a simple greeting to acknowledge me as a waiting patient. She appeared visibly disengaged. I felt quite shocked and embarrassed that no one had made any effort to help or speak to me until I took the initiative myself. I had been polite and patient, waiting to be addressed first, but felt overlooked. It would be beneficial if there were a dedicated receptionist available to provide new patients with basic guidance, as the current approach lacks warmth and helpfulness. However, I must commend the clinical staff member I saw. She was exceptionally helpful from our initial phone conversation onwards. She took considerable time to explain things thoroughly and provided detailed information over the phone. I was genuinely impressed by her attentive and patient approach. She managed to arrange an appointment for the same day, which I greatly appreciated. My main wish is that the reception team could demonstrate greater warmth and courtesy—even a professional smile would make a significant difference to the patient experience and create a more welcoming atmosphere.
Gabriella C.