Windhill Green Medical Centre

Good surgery with helpful reception staff

Excellent medical practice.

Receptionist made urgent appointment possible despite taxi delay

I contacted the practice with an urgent request for an appointment following a significant leg injury sustained during an accident. The receptionist demonstrated considerable helpfulness and encouraged me to attend immediately. As I was unable to operate a vehicle due to my injury, I arranged alternative transport, which took longer to arrive than anticipated. Despite this delay, the receptionist reassured me that I would still be accommodated. I made sure to express my appreciation to the reception team as I made my way through to see the clinician, who was equally supportive and attentive. I have been a patient at this practice for approximately two decades.

Receptionists unhelpful with callback communication and appointments

Not a satisfactory experience. I contacted the practice in August regarding a routine procedure before relocating and was informed they could not accommodate this until after a certain date. I called again approximately three weeks ago to enquire about an appointment within a five-week timeframe during a planned visit home, and was told someone would contact me. When they did call back a week later, the voicemail provided minimal information and did not clarify which department was calling. After several further attempts to reach the practice, I was eventually told that no appointments were available until December. During this final conversation, I was also given conflicting information regarding a medical timeline, with the date provided differing from what I had been previously advised. The receptionists I interacted with did not demonstrate particular understanding regarding my situation, and both suggested I would need to pursue the matter in my new location. While this may be reasonable, I would have preferred to continue my care at the original practice where I felt more at ease. Overall, I would not recommend based on my experience, as I felt the reception team could have shown greater compassion and been more proactive in assisting with my enquiry.

Phone lines constantly busy and unresponsive

This practice has been disappointing in my experience. The telephone service is extremely difficult to access, and when I do manage to get through, the calls feel unproductive. I attempted to lodge a formal complaint some time ago, but felt that the administrative staff were unwilling to properly address my concerns. Instead, they simply scheduled appointments with clinicians, which felt like an attempt to sidestep the issue rather than genuinely resolve it.

Friendly reception staff made me feel welcome

The clinical staff and front desk team are genuinely pleasant and welcoming.

Struggling to book face-to-face appointments here

I have been a patient at this practice for a considerable time, but I am quite dissatisfied with recent developments. Obtaining face-to-face appointments has become increasingly difficult, and I experienced a lengthy wait of several weeks just to secure a telephone consultation. Additionally, I have encountered difficulties with the online prescription ordering system. These issues have led me to seriously consider registering with a different practice.

Appointment booking has become increasingly difficult

I have been attending this practice since childhood and have noticed a significant decline in service quality over time. When the practice was previously located elsewhere, scheduling appointments was straightforward, but now I find it extremely difficult to secure an appointment when I genuinely need medical attention. I am very dissatisfied with the current situation and would rate my experience considerably low.

Booking process could use improvement

The experience towards the conclusion of that year was acceptable. It would be preferable if the practice were to cease operations.

Staff remained helpful despite busy appointment schedules

I have been attending this practice for a considerable period and find myself surprised by certain reviews that have been posted. Throughout my time as a patient, I have consistently received outstanding care and support. While I acknowledge that the practice operates at capacity and appointment availability can sometimes be limited, both the clinical and administrative teams have always demonstrated helpfulness and courtesy. I believe it is important for patients to approach their interactions with respect and understanding, and to honour their scheduled appointments. Simple courtesies and a patient demeanour can make a meaningful difference in the experience.

Couldn't get through on the phone

I have been attempting to contact this practice for over an hour due to concerns about my unwell child. On multiple occasions, my calls have been disconnected while I was waiting to speak with someone, and now I am unable to even join the queue. This has been a very frustrating experience.

Phone receptionist was genuinely polite and patient

I recently spoke with a pleasant receptionist over the phone who was courteous and attentive throughout our conversation. While I can only comment on this particular interaction, I've found that calling or visiting in person can sometimes feel discouraging due to the manner in which certain reception staff communicate. I understand that everyone has demanding workloads, and I work long shifts myself, yet I believe courtesy remains important regardless of how busy things get. That said, I'd like to commend this receptionist for their professionalism and kindness—they set a wonderful example for the team.

Reception staff refused to acknowledge booking error

The reception team's approach to handling mistakes appears dismissive and defensive. When an appointment that was arranged verbally could not be located in their system, the team declined to review the recorded call as requested and instead questioned the accuracy of the account provided. This created a frustrating situation where a patient requiring urgent medical attention faced a significant delay in securing an appointment. Despite indications that the clinician had availability, the team was unwilling to explore alternative solutions to rectify what appeared to be an administrative error. Rather than adopting a patient-focused approach to resolving the issue, the response seemed indifferent to the impact on care. Similar administrative difficulties appear to occur with some frequency at this practice. The handling of such errors, characterised by resistance to accountability rather than a commitment to putting things right, contributes to a perception that the reception function operates without sufficient regard for patient needs or experience. This approach to error management appears to reflect broader organisational culture, as the practice has developed a reputation for poor service standards within the local area.

Symptoms dismissed repeatedly over many years

I made the difficult decision to leave this practice after being a patient for many years, during which I believed I was receiving satisfactory care. However, I later discovered upon requesting a referral elsewhere that the ongoing symptoms I had been reporting for over 5 years—which had been repeatedly dismissed across multiple consultations—actually required urgent intervention to avert serious complications and potential severe disability. This experience has taught me that you are ultimately the best judge of your own health, and if you feel uncertain about the guidance you receive, it is worthwhile seeking alternative professional perspectives. While the practitioners at this surgery may handle routine health matters competently, they appeared to lack expertise in recognising less straightforward conditions.

Reception staff dismissive during difficult phone call

I felt frustrated with my recent phone interaction at the practice. The receptionist interrupted me multiple times during the call and spoke to me in a manner I found discourteous. When I mentioned concerns about a family member's wellbeing and referenced the practice's safeguarding responsibilities, the receptionist's response felt dismissive and inappropriate. I was also disappointed that when I disclosed my neurodivergence, it wasn't received with understanding, and the receptionist subsequently contacted my family member to verify what I had said. Following my comments about duty of care, the receptionist made another call to check on my family member. Overall, I felt my concerns were not handled with the sensitivity and professionalism I would have expected. I believe it's important for staff to recognise that callers may be dealing with difficult personal circumstances, and interactions should reflect appropriate compassion and respect.

Reception staff were dismissive and unhelpful

Discourteous service experience

Helpful support during a difficult time

The reception team and clinical staff at this practice were very supportive during a particularly challenging time in recent years.

Repeated cancellations and lengthy waiting times

My appointments have been cancelled on two separate occasions, and while I recognise that staffing challenges can occur, I found the situation frustrating. When I contacted the practice, I was informed that a telephone consultation would be necessary, despite having already completed one previously, so I participated in another. Following multiple cancellations and what felt like inadequate communication throughout the process, I was eventually offered an appointment scheduled for the end of the month, which represents a considerable delay from when my initial appointment was cancelled. The overall experience left me disappointed with the level of service provided.

Receptionists stayed helpful despite busy queues

I consistently receive professional and courteous service from this practice. The reception team members are invariably helpful and accommodating, even when managing multiple patient enquiries simultaneously. Excellent work to the team 👍

Reception staff attitude needs improvement

The clinical staff are excellent, however most of the front desk team fall short of expectations. Some reception staff can be quite unwelcoming, and a few seem to overstep their role by offering medical opinions beyond their position. There appears to be a lack of communication between different departments, with information not being properly shared. Overall, this has been a disappointing experience at this practice, though the issue seems to lie with administrative rather than clinical staff.

Reception distracted while patients wait in queue

The nursing staff at this practice are excellent and provide first-class care. However, there are occasional issues with reception staff who sometimes appear distracted with personal conversations while patients are waiting, which can contribute to appointment delays. This may explain why call queues can become quite lengthy when trying to book appointments.