West Hampstead Medical Centre
VK
Vilte K. one year ago • From Google
Bad
Steer clear of this practice if possible. I've encountered numerous problems that seriously undermine their professional standards and communication skills. Initially, I was struggling with back pain from a muscle issue. I scheduled a phone appointment, but upon arrival, they claimed no record existed. The staff were incredibly unhelpful, adamantly denying my booking until call logs proved otherwise. Despite this, they still refused to see me that day and instructed me to return the next day. During my subsequent visit, I was inappropriately referred for an X-ray despite my muscle-related condition. Furthermore, I was told to return again the following day to collect the physical referral due to a "system problem." For someone working full-time and experiencing limited mobility from back pain, this was completely unreasonable and disruptive. The situation escalated recently. After a private consultation where a specialist provided a comprehensive report and medication recommendation sent to my GP, I called to inquire about obtaining the medication. I was initially assured no appointment was necessary—the prescription would go directly to my pharmacy. By Tuesday, a text demanded a face-to-face appointment. When I called to understand why, I encountered total indifference. This was particularly frustrating given the medication's critical importance to my treatment. My work schedule and their limited hours made in-person visits extremely challenging. Their response was shockingly unprofessional. Staff remarks like "reception didn't know" and suggesting I "review my priorities" demonstrated complete lack of empathy. After rejecting four inconvenient appointment slots due to confirmed work commitments, I proposed a date two weeks later, only to be told I couldn't book without undefined "confirmation." I explicitly state that I do not consent to any of my medical information being publicly shared, including in this review's context. Update regarding their subsequent response: Their reply misrepresents key details and sidesteps my substantive concerns. I never requested an X-ray. The recommendation was made, which I subsequently challenged during consultation. I sent no additional documentation. The core issue remains their abysmal communication: incorrect phone information, failure to provide promised confirmation, and dismissive responses when I explained my inability to attend short-notice appointments. No patient should be forced to justify why they cannot accommodate unexpected meeting requests. While space constraints limit a comprehensive explanation, I stand firmly behind my original assessment and hope the practice genuinely reflects on this feedback.
Nicola Quilter