West Kensington Gp Surgery
BB
Bea B. 2 years ago • From Google
Bad
I'm aware that online pseudonyms are commonly used. Additionally, I'm concerned that you may be breaching confidentiality and GDPR regulations by accessing healthcare records to identify who has written feedback and publicly stating which patients are or aren't registered with your service. I would encourage you to focus your efforts on improving patient care standards instead. This is a public healthcare service, not a private business, and should be held to appropriate standards. I'm fully aware of which service I attend and don't appreciate feeling dismissed. I'm clearly referring to THIS specific organisation. Rather than deflecting the feedback, which may have contributed to your current situation, I'd suggest using this as a constructive opportunity to enhance your services and improve staff training. Regarding my original experience: the reception staff have been dismissive and confrontational, often unnecessarily so. They frequently make administrative errors that require patients to submit duplicate requests for the same unresolved matters, which delays care. I've also had appointments with a clinical staff member on multiple occasions who has demonstrated unprofessional conduct. They appear unfamiliar with appointment procedures and I've frequently needed to guide the process myself. Their reluctance to communicate clearly has meant I haven't received sufficient or accurate information. They failed to ask me to verify my personal details, allergies, or current medications, which poses a serious safety risk. I received medical interventions that I had not consented to, which I only discovered later through my medical records. No information was provided about what was administered, potential side effects, or relevant clinical details such as product specifications. The lack of thorough documentation represents a concerning gap in practice that could have serious implications. The medical practitioners I've consulted have been compassionate and professional throughout my care.
Sarah A.