Hampton Wick Surgery

I had a phone consultation today and was completely taken aback by how poorly it was handled. The doctor failed in his obligation to engage in shared decision making or even discussion despite my obvious availability for this. It was very was badly done.

Went to renew a prescription for medicines after a triple bypass surgery. The receptionists could not help and passed me off with the old Go back to the hospital if you have run out. I pleaded for help but they rejected me. I trust the much respected Dr OFlynn has better luck with his next batch of phone people.

I have been a patient at Hampton Wick Surgery for 20 years and have seen many doctors over the years and just wished to congratulate the surgery on a great team who are caring and thorough.

As I cannot complete the survey you sent to my mobile phone, I just want to say I have given you 5 stars for everything. I think Hampton Wick Surgery is excellent. The Doctors and nurses are all exceptionally kind to me and my husband. We feel very lucky to have you. Judith Pemberton

Long waiting time on the phone, trying to get an appointment then usually a phone consultation later rather than face to face. Once one gets to see a nurse or doctor face to face I have no complaints and have found the nurses and doctors kind, knowledgeable and efficient.

Most of the doctors are good and helpful but the receptionists are terrible. The average wait time on the phone is around 20 minutes, I wanted over 24 the other day. When you turn up at the surgery, you can often find the reception staff just sitting there chatting. No doubt this explains why the phone queues have got so long. It's such a shame to tarnish all young people with the same brush, but it seems as if the three very young reception staff are poorly trained and managed. Quite frankly their behaviour, lack of care for the job and incompetence is unacceptable.

A doctor at this practice spoke to me in a very rude and abrupt manner during a phone consultation and I was quite taken aback by this. It hasn’t been my general experience of other doctors at this practice, but it shouldn’t happen at all. My constructive suggestion for improvement is that doctors at this practice should place emphasis on communicating with patients in a polite and respectful manner.

Excellent, caring. All partner doctors are outstanding. Nurse team also brilliant. These GPs saved my son’s life.

I have been registered with the Hampton Wick Surgery since relocating to the area 25+ years ago. I have always received excellent service efficient, professional and caring. It is true that sometimes it is not possible to arrange an appointment at short notice but a telephone consultation is usually arranged which will suffice or escalate to face to face if necessary. Not only have short term issues been dealt with correctly but my longer term conditions have been controlled and managed well for many years. Some people comment on 'cool' reception staff but I suspect this is due to the expectation of immediate service one when one decides to visit the doctor. This is not always possible, and the reception staff are acting as a 'triage' just trying to prioritise urgency for all patients which is understandable and the correct process. Being the front line they also have a stressful role dealing with all patients. Finally Patients should be patient. This practice looks after everybody in the best manner possible.

Great Practice