West Green Surgery NHS GP doctor - London

Mouatez T.

I have been a patient with PG for six years and have always arrived on time for my appointments. My appointment was scheduled for 12:20 PM, and I arrived at 12:28 PM. According to your policy, patients must be more than 10 minutes late for an appointment to require rescheduling, so I was still within the acceptable time frame.

When I addressed this with the receptionist, I was placed on a waiting list. After waiting for half an hour in an empty waiting room, another receptionist informed me that the doctor said I would have to wait even longer, as they were seeing another patient. However, I did not observe any other patients entering or leaving during this time, and it is unusual for a consultation to take more than 30 minutes.

Ellie M.

Why is this surgery taking on patients when they have not got the capacity? I registered a few weeks ago after moving the area. Called at 9am for an appointment for my 9 month old son and got an automated response saying to call back as there were too many people in the queue. I called again at 9.30 and there were no appointments and told to try again the next day. I called 111 and they said it was important to be seen by a Dr the same day (although not an emergency and sent a letter to the surgery explaining this. They still refused to find him an appointment and told me to go to A&E despite the fact that this is not an appropriate service for this type of issue. I have to take to my son and sit for hours waiting for an appointment that would take a GP less than 10 minutes. No wonder A&E is at breaking point.

Emma D.

I have been a patient of West Green Surgery for 11 years. It is a fantastic practice with many expert doctors and medical professionals who are very caring and helpful. The reception staff are super efficient and responsive. Appointments are easy to navigate and follow-ups are always appropriate and timely. There are appointments on a Saturday morning and I think some late appointments too. Best GP practice I have ever been a member of. Congratulations to the team for providing outstanding medical care.

Andrea V.

Very disorganised, not helpful and unresponsive. My last visit the reception told me my appointment was moved back and it was now a phone consultation. The call never came. They also did not process my last repeat prescription which left me without medication. Very poor follow up. Can’t recommend and have now moved to another surgery.

Rachel F.

I have found, since moving to West Green Surgery, that every time I have visited, the reception staff have been very helpful and efficient. Also, the nurses and doctors have been extremely helpful. I cannot find any fault with this surgery and I am very glad to have found it. Doctor Wynter has made every effort she can to help me on my more recent visits and I cannot thank her enough.

Lucas S.

The reception staff are friendly and accommodating. I had a consultation with Miss Yasmin Rashid and I must say she is very nice and took time to listen to my symptoms of flu. She gave me medical advices that works really
Well.

O E. M.

Great doctors but horrible reception staff:

Great doctors, I always have a positive experience here during my appointments and you don't have to wait long. However, horrible reception staff, which means things fall through the cracks between appointments all the time.

For example, on a recent occasion the doctor asked me to get some medical documents scanned at the reception so that he can make a referral, and once he has done the referral I'd receive a text. He said that it would be very quick, as in immediate. When I went back to the reception after my appointment, the lady there asked if I needed the documents back and since I had copies I said no. So she just took them and put them somewhere behind her desk. When I asked why she did that she said she will get to them later as 'scanning takes a while'. She didn't even make a note of my name on the documents which made me feel worried she was going to lose them or get to them only ages later. When I said okay maybe do them now and I'll take them away, she audibly sighed and rolled her eyes so I gave up and said okay it's fine take your time, and she reassured me she'll get them done soon.

As predicted, I had to chase as 2 days later there was still no text. Then I was told I would now have to wait till next week when the doctor gets back to get that referral. I don't have to tell you that waiting lists are already massively long. So because she didn't feel like walking to the scanner and doing her job right then and there now I have another week added to the waiting time for this referral. I'm not even confident that they'll remember to do it come next week, so I will have to chase again probably.

I've been with this surgery for a year now and this is just one recent example.

So make of this what you will.

Edit: took down the rating from 3 to 2 because once again I'm having to chase some letter/text they said they'd send and a week later nothing. Why do I have to remember and chase so many times to get the most basic things done here? If the doctors are reading these comments at all please for the love of god review your reception staff and their work practices. Do they not have any form of performance review? Everything is done by phone so I'll have to call up again and wait on the phone for some text that was supposed to be sent ages ago. Do better.

S K.

Absolutely rubbish administration. I have been calling and calling and sending over my papers for my prescription for three months now, last I called I had to make them open the email with the paperwork while on the phone so that they couldn’t say for a THIRD time that they never received it from either me or my other doctors. It’s been over three weeks since then when they said they’d call and update me- no calls. No messages. No emails. I called again today and they said that the letters just had never been processed. I should not have to act like a wanker over the phone to get the medication I need to live. Absolute chaos, administrative incompetence, no communication after promises of communication. Absolute rubbish, harrowing experience for basic care despite being so highly rated. Really disappointed.