Health and Wellbeing Centre, Earls Court
2B Hogarth Road, London, Greater London, SW5 0PTContact details and opening times
Patient ratings and reviews
Leave a review
Help others by sharing your thoughts and experiences about Health and Wellbeing Centre, Earls Court.
Reviews
-
Review titled Amazing Team
Rated 5 stars out of 5
by A Ashour - Posted on 31 December 2024
I called the surgery today not knowing it will be open. As usual, I have received an excellent service from the receptionist and she handled my call professionally. The receptionist was able to deal with all my enquiries effectively. Happy New Year Earl’s Court Health & Wellbeing Centre.
Visited December 2024
Review titled Health and Wellbeing Centre, Earls Court
Replied on 31 December 2024
Dear Mr Ashour Thank you so much for the wonderful review for the practice team. We are so happy to hear that your experiences with us and the receptionists have been both professional and helpful. We strive to provide a 1st class service and we are grateful that your experience has been a positive one. On behalf of the team, we at Earls Court Health and Wellbeing Centre would like to wish you a Happy New Year too! Kind regards Sarah Benge Practice Manager
-
Review titled No repsponse cold receptionist
Rated 1 star out of 5
by Anonymous - Posted on 18 December 2024
The reception was on call but didn’t pick up call for over 30 mins, tried to call many times and didn’t get a single reply. Got the same queue number for an hour and didn’t get a single reply. When I decided to walk in and they are obviously by the phone but no one is picking up the phone. Really bad experience disappointed by the GP
Visited December 2024
Review titled Health and Wellbeing Centre, Earls Court
Replied on 31 December 2024
Dear Patient, Thank you for sharing your feedback. We sincerely apologise for the inconvenience you experienced trying to reach us. We understand how frustrating it can be when response times are delayed, especially when our team is busy handling a high volume of calls. Please rest assured that we are actively working to improve our phone service and ensure that all patients receive the attention they need in a timely manner. We also have a call back service on our telephone lines which we have found patients prefer in busy times. We appreciate your understanding and patience as we navigate these busy periods. If you still need assistance or would like to reschedule your appointment, please feel free to contact us, and we will prioritise your request. Thank you for your patience, and we look forward to assisting you soon. Kind regards Sarah Benge Practice Manager
-
Review titled Exceptional customer service
Rated 4 stars out of 5
by Rachael - Posted on 30 October 2024
The receptionist at my GP surgery, provided outstanding support with a recent referral issue. She listened attentively, making me feel truly heard and seen. Her professionalism, kindness, and empathy turned a stressful situation into a positive experience. She immediately acted on my concerns, updating me throughout, which was incredibly reassuring. Her genuine care and knowledge of the process made all the difference. I’m grateful for her thoughtfulness and dedication—she truly went above and beyond.
Visited October 2024
Review titled Health and Wellbeing Centre, Earls Court
Replied on 30 October 2024
Dear Rachael Thank you so much for your kind words! We’re thrilled to hear about your positive experience with our receptionist. Providing attentive and compassionate support is our top priority, and it’s heartwarming to know that her professionalism made a difference during your experience. I will be sure to share your feedback with her—it's always motivating to hear how our team’s efforts can help our patients. Wishing you a lovely evening Best regards, Sarah Benge Practice Manager
-
Review titled Terrible reception, no appointments, poor communication
Rated 2 stars out of 5
by Angela - Posted on 14 June 2024
The reception team is very unprofessional and does not listen nor understand patients. They are very cold to patients both on the phone and in person. They sound like they always wanting to end the call right from when they pick up and is very unhelpful unless you give them specific instructions to do something. The clinicians (especially pharmacist and nurses) don't seem to read patient notes from GPs who have seen me. I just went to see the GP about my Asthma a week ago and reviewed my condition and medication. 3 days later, the nurse texts to say I need to book an appointment for my annual asthma review. When I called to let the practice know I have already done this with the doctor, they said oh no you still need it with the nurse - please communicate internally and read when the patient last had clinical notes updated! This went on for several weeks and I couldn't get an appointment time for weeks as the nurse was only available one day a week. When I finally did get a telephone time slot, they did not make the call at the appointment time but called me 4 hours after my confirmed timeslot, expecting me to pick up during my actual day job working hours whilst I'm in a meeting. When I couldn't pick up they told me they will reschedule and then I never heard back. Since I did not have a chance to get an appointment, they stopped issuing my recurring medication which is critical for my asthma prevention and demanded me to book a medication review. It's very irresponsible for a healthcare practice to do that to patients that needs recurring critical medication. They only take same day consultation bookings, but you can never seen to get a booking these days. You can only book from 7:30am onwards and you have to do it online. I got up to make booking submissions 4 days in a row as soon as it opened for something quite critical and I always get told there are no more slots today, please try again and resubmit tomorrow. Lastly, when the GP says they will put through a referral and I should hear from the specialist within 2 weeks, 6 weeks later no news, and had to call them back to ask what's happening. Terrible experience across the board.
Visited June 2024
Review titled Health and Wellbeing Centre, Earls Court
Replied on 14 June 2024
Dear Angela I am sorry to hear that you have been unhappy with our service and I am sad to hear this. I would like to discuss your concerns with you in more detail and would be grateful if you could email me so that we can arrange a mutually convenient time to go through them please email me on wlccg.ech@nhs.net as I do not have your full name. Kind regards Sarah Benge Practice Manager
-
Review titled Great practice
Rated 5 stars out of 5
by Matthew Harvey - Posted on 08 December 2023
I’ve been using this practice for the last year and unusually for me I’ve had a to visit several times during that time. The process for getting an appointment is very easy and it’s almost always possible to get one on the same day. The reception and clinical staff are incredibly professional and very friendly and the appointments always run time. I’d recommend using this practice without reservation.
Visited December 2023
Review titled Health and Wellbeing Centre, Earls Court
Replied on 05 August 2024
Dear Matthew Thank you so much for your wonderful review of the practice and team. It is lovely to hear such positive feedback. I will most certainly feedback to the team Have a lovely day Kind regards Sarah Benge Practice Manager
-
Review titled Always delayed
Rated 2 stars out of 5
by Anonymous - Posted on 28 November 2023
Constantly my Appointments at this practice are delayed, 20min to more, today one hour waiting because the Dr (or pharmacist) wasn’t there for my appoint 10am, I asked for help with the receptionist, apparently they missed my file information I had a conversation with the Manager and also I’m not feeling well for 3 weeks and they gave me Amoxicillin to try. 11:30am the advise to arrange another call appointment to check my request for health check. Not a good solution at all, I don’t change my GP because apparently this one is not that busy comparing with the another ones in the area. I’ll go directly to the hospital to check if I don’t get better.
Visited November 2023
Review titled Health and Wellbeing Centre, Earls Court
Replied on 05 August 2024
Dear Patient I am sorry to hear that you have not been happy with the service provided at the practice today. I understand your frustration that the member of the clinical team was running behind schedule. Sometimes this happens because we cannot predict patients' needs until they are in the consultation room and sometimes the appointments can take longer than required. I will feedback to the team and we will be looking into the system of how we can manage our time and appointments better. Kind regards Sarah Benge Practice Manager
-
Review titled Kind & Professional
Rated 5 stars out of 5
by Christine Rose - Posted on 13 September 2023
Today I had an ECG scheduled. The nurse welcomed me warmly and made me comfortable with friendly conversation while preparing for and running the test.
Visited September 2023
Review titled Health and Wellbeing Centre, Earls Court
Replied on 05 August 2024
Dear Christine Thank you so much for your lovely review of the nurse who performed your ECG. It is beautiful to hear that you have had a positive experience. Have a lovely day Kind regards Sarah Benge Practice Manager
-
Review titled I have been ignored
Rated 1 star out of 5
by Samuel - Posted on 19 September 2023
Luckily, I don't usually get sick, but for once I have a problem, I have been completely ignored. I went to make an appointment and they said they would call me back in half an hour to give me an appointment time. After two hours, as they didn't call me, I called and they said they would call me back within the next hour. But they didn't do that either. It is impossible to get an appointment there.
Visited September 2023
Review titled Health and Wellbeing Centre, Earls Court
Replied on 05 August 2024
Dear Samuel I am sorry to hear you have had a negative experience with the practice. I would like to understand a little more about what happened, please could you kindly contact me directly at wlccg.ech@nhs.net so that I can look into this further? Kind regards Sarah Benge Practice Manager
-
Review titled Appaling customer service
Rated 1 star out of 5
by Anonymous - Posted on 31 May 2023
Every time I need to get in touch with the surgery I need to wait for 30-45 min for someone to pick up the phone even if I'm allegedly the first in the queue. The receptionist has just put the phone down on me today without wanting to hear what I'm calling about. It's a disgrace. I'm calling regarding an elderly lady with Alzheimer’s and nobody can even be bothered to answer the phone.
Visited May 2023
Review titled Health and Wellbeing Centre, Earls Court
Replied on 05 August 2024
Dear Sir/Madam, I am sorry to hear that you have had a negative experience with the practice. I would like to understand a little more of what happened, please could you kindly contact me direct on wlccg.ech@nhs.net so that I can look into this further. Kind regards Sarah Benge Practice Manager
-
Review titled Poor show from a receptionist
Rated 2 stars out of 5
by Anonymous - Posted on 21 March 2023
I tried to change a simple appointment but it was impossible. I had to explain myself over and over and ended up having to email the position. Some of the staff are great and helpful while others are completely hopeless. Left me feeling stressed and I am unwell as it is.
Visited March 2023
Review titled Health and Wellbeing Centre, Earls Court
Replied on 24 March 2023
Dear Sir/Madam, I am sorry to hear that you have had a negative experience with the practice. I would like to understand a little more of what happened, please could you kindly contact me direct on wlccg.ech@nhs.net so that I can look into this further. Kind regards Sarah Benge Practice Manager