Windhill Green Medical Centre

Practice got worse after initial good start

I have been registered with this practice for nearly a year. During this time, I have noticed a significant decline in the standard of care. When I first joined, I experienced no problems whatsoever, and the level of patient care was exceptional. I even received unexpected follow-up contact from a clinician, which I had not anticipated. I was extremely satisfied with the service at that point. However, things have since deteriorated considerably.

Receptionist helped sort same-day appointment quickly

I called the surgery and after a brief hold time was able to speak with a courteous receptionist who indicated that a clinician would contact me shortly. A telephone consultation was arranged within an hour of my call, and following discussion of my concerns, I was offered an appointment that same day. The consultation was conducted in a very secure and professional manner. I have consistently received excellent care from this practice.

Impossible to book appointments without emergency symptoms

I continue to find myself needing to attend the emergency department because I am unable to secure an appointment or speak with my healthcare provider. The various applications recommended are unhelpful, as they refuse to book appointments unless symptoms are severe such as significant injuries or cardiac concerns, only to then advise that these issues require hospital care instead. This pattern has persisted for over two years. During this time, I was informed by my healthcare provider that they were unable to allocate time for a consultation with me.

Repeat prescriptions often go missing here

I have experienced delays with the repeat prescription service. On multiple occasions, I have attended to collect items only to discover that essential supplies have not been ordered in advance. Contacting the practice by phone proves to be extremely difficult, with calls rarely getting through.

Long phone queues make booking difficult

It is extremely challenging to reach the practice by telephone, as extended wait times occur consistently throughout the day. The reception team appears to be understaffed and would benefit from additional support. The clinical staff provide excellent care once an appointment has been secured, though availability can be difficult to obtain.

Online booking system makes appointments impossible

I have been a patient at this practice for many years and have noticed a significant decline in service quality. Obtaining an appointment has become increasingly difficult, and the digital booking system requires substantial improvement. While the clinical staff are pleasant and professional, they appear to be under considerable pressure, which sometimes results in consultations feeling rushed. The overall experience has left me feeling unsupported by my primary care provider. I am concerned about accessing adequate care should I require medical attention in the future.

Registration process required starting over again

I submitted my registration application with the practice and was informed a month later that I needed to restart the entire process. This has been quite discouraging.

Couldn't get mental health support when needed

This practice has been very disappointing. I attempted to book an appointment regarding mental health concerns but was informed they were unable to see me. Despite expressing that I was in distress, I was only provided with a contact number. The response I received felt inadequate and unhelpful.

New appointment system makes waiting weeks longer

This practice was previously excellent, but the recent system changes have been disappointing. Obtaining same-day appointments with a clinician used to be straightforward, however the new procedures mean waiting several weeks is now typical rather than the exception. The pandemic has been cited as a reason for these alterations, though this explanation feels unsatisfactory.

Struggling to reach surgery by phone

I'm quite disappointed by the changes at this practice. Following the recent merger, I've found it increasingly difficult to reach anyone by telephone. During a specific morning period today, I attempted to call on numerous occasions without success. The staffing levels seem to have become inadequate for managing patient inquiries.

Receptionist was dismissive and condescending

The receptionist's manner was quite dismissive and condescending. Their communication style felt rather patronising throughout the interaction.

Friendly staff made vaccination day feel welcoming

A wonderful experience when receiving my second vaccination appointment, just as my first had been. The clinical team members who must have been tired were exceptionally dedicated and professional, yet they maintained a friendly and cheerful demeanor with every patient attending the centre. RESPECT!

Reception staff weren't helpful or friendly

The reception experience fell short of expectations.

Phone lines constantly busy, appointments unavailable

I have been a patient at this practice since childhood. However, as I have gotten older, my experience has deteriorated significantly. This has been compounded by recent events. I recently sustained an ankle injury, which was new for me, and I have now been unable to work for the past week. I require a sick note to provide to my employer. I attempted to call at 8am this morning but the line was continuously busy. After multiple attempts to get through, I finally succeeded only to be informed that I should try calling back after 1pm to request an appointment. When I called at 1pm, I was told that all appointments were fully booked and that as my situation was not classified as an emergency, they could not accommodate me. I was instead offered a virtual consultation with an unfamiliar clinician, with the earliest available slot being the following day. Given that I was expected to be at work today, this was not a satisfactory resolution. I am seriously considering switching to a different practice.

Inconsistent advice from reception staff causes frustration

I feel this practice does not prioritise patient care to the extent that would be expected. Obtaining straightforward clarification about follow-up procedures often proves challenging. I have experienced inconsistency where one member of reception staff provides guidance that is later contradicted by another staff member when I attempt to follow the initial advice. I have observed that a number of the positive ratings appear to be linked to satisfaction with a particular vaccination programme. Given that this programme has been implemented effectively across the country as standard practice, it seems somewhat misleading that the practice's overall rating has been enhanced by what amounts to a single initiative. I have previously hesitated to transfer to another practice due to concerns about disrupting ongoing care arrangements and potential complications with medication continuity, but I am now seriously considering making a change.

Impossible to reach by phone for appointments

I have been unable to reach the practice by telephone despite multiple attempts over an extended period. There is no voicemail system in place to explain the lack of response. After persistently trying to book an appointment without success, I have decided to transfer my care to an alternative practice that offers more accessible communication and appointment availability.

Efficient vaccination clinic with friendly staff

Just received my Covid vaccination today. The appointment was well coordinated and the team provided excellent care. Truly appreciated their dedication and professionalism. Thank you 👍👍👍😎

Staff handled vaccination appointments with genuine care

I apologise for my earlier review of this medical centre. The staff and healthcare professionals were excellent in administering the vaccinations. I now recognise that the rollout timing was beyond the control of the practice. I experienced a significant personal loss and have been grieving deeply. We are still struggling to come to terms with what happened, and if my previous comments reflected my emotional distress, I hope you can understand the difficult state we have been in. I have great respect for the NHS and all of its dedicated staff.

Queue moved quickly despite being busy

Attended recently for a vaccination appointment. Despite the clinic being particularly busy, the queue management was efficient and wait times were kept to a minimum. The team demonstrated excellent organisation, friendliness and helpfulness throughout. I felt reassured and left with a very positive impression. Many thanks to the entire team.

Efficient vaccination process with smooth one-way system

I recently attended an appointment for a routine vaccination. I was thoroughly impressed with the experience. My appointment slot was scheduled for early morning, and upon arrival I found a well-organised queue system. The practice had implemented what felt like a streamlined process throughout. Temperature checks were conducted at the entrance with hand sanitisation provided, I was registered at reception, and staff members guided me through the pathway with clear directions. Multiple staff members were stationed at various points to administer the vaccinations, with a logical one-way flow system in place. The setup meant minimal contact with surfaces, reducing any potential cross-contamination concerns. The entire visit, from entering the queue to returning to my vehicle, took approximately five minutes. The efficiency and organisation of the service was remarkable. The whole team demonstrated excellent coordination and professionalism, reflecting very positively on the practice and the wider healthcare service.