The Wilsden Medical Practice

Long phone waits and unhelpful emergency restrictions

I would rate this surgery even lower if possible. My husband spent considerable time on hold attempting to reach a clinician, only to be informed that the line was reserved for urgent matters. This surgery has consistently presented difficulties, and we would relocate our care elsewhere if we were able to do so.

Can't book appointments in advance anymore

Unable to schedule appointments in advance, with only same-day booking available now! This seems quite problematic, as same-day slots should ideally be reserved for those with urgent needs. Many patients need to arrange their schedules in advance to attend appointments, and the lack of a forward-booking option makes this difficult.

Reception staff made booking difficult and slow

The reception team can be quite difficult to deal with. It's challenging to secure an appointment with a doctor, as there are often lengthy waiting times. Additionally, getting through to speak with someone by phone proves problematic, as the initial reception staff seem to act as a significant barrier to accessing care.

Practice unwilling to see patients for appointments

As a resident of the area for over four years, I believe the local medical practice falls short of expectations and does not adequately serve those registered with them. Last August, I experienced symptoms that I suspected to be a foot condition. When I consulted with a clinician at the surgery, they declined to see me in person, and I was subsequently given a referral to a specialist with a several-month wait based on my own assessment. More recently, I attended a clinic appointment where concerns were raised about my blood pressure readings, and I was advised to monitor this myself at home. After providing my recorded measurements, I was asked to undergo a heart test to determine appropriate medication. I then sought a second opinion from another medical professional who recommended I obtain a more comprehensive monitoring assessment before considering any medication. During my visits to the practice, the waiting areas have appeared quiet, and the only option consistently offered has been a telephone consultation scheduled weeks in advance. I understand that patients in neighbouring areas experience considerably better access to face-to-face appointments. I believe there are significant issues with how this practice operates, and I suspect many others share similar concerns. The practice's current rating reflects these widespread frustrations.

Mixed experiences with inconsistent staff attitudes

While certain members of the clinical and administrative staff have demonstrated professionalism and a welcoming approach, I regret that this has not been consistent across all interactions. Due to several disappointing experiences, I would hesitate to recommend the practice.

Receptionists overstepping into medical advice

Building on my previous feedback, I was surprised to discover that reception staff appeared to be providing medical guidance. The practice would benefit from reviewing its operational procedures and patient care approach. Since relocating to the area, I have been disappointed by the overall service and clinical staff associated with this practice. While some of the clinical staff are temporary appointments who, in my experience, seem disengaged, I acknowledge that certain doctors and team members do demonstrate genuine care. However, my impression is that this is not reflective of the practice as a whole. Unfortunately, it feels difficult to raise concerns as staff members tend to become defensive rather than receptive to feedback.

Receptionists stayed patient with difficult patients

Exceptionally supportive, the team members are warm, compassionate and considerate, consistently demonstrating willingness to provide additional assistance. I have observed that the front desk staff remain patient even when dealing with challenging situations. The clinical staff are outstanding. Throughout my many years as a patient, I have consistently received excellent care from every team member. I consider myself fortunate to have access to this practice.

Reception staff were unhelpful and dismissive

I believe even one star is quite generous. The reception team came across as discourteous and unhelpful. The administrative processes are problematic, with straightforward requests taking an excessive amount of time and errors occurring regularly. To be fair, most of the clinical staff are competent. Update: It's ironic that you've invited people to contact you through this platform, yet when I attempted to do so today, the team indicated they were too occupied to assist. The reception experience was disappointing once again, with the same pattern of unhelpfulness continuing.

Online form led to helpful phone consultation

I rarely reach out to the practice, but when I needed assistance, I submitted an online form. The service was outstanding—a compassionate clinician promptly returned my call, conducted a comprehensive discussion, issued a prescription with medication, and provided helpful guidance. I'm very grateful for the support.

Telephone appointments made getting care easier

We have consistently received outstanding support from the reception team, clinical staff, and practitioners at this practice for both myself and my family members. The booking process was previously somewhat challenging, though the current approach incorporating remote consultations has proven to be quite efficient from my perspective. Since the pandemic period, I have experienced several health concerns, and on each occasion the practice has responded promptly and comprehensively, from the initial assessment through to diagnostic testing and care management. I am grateful for the dedication shown by the team.

Helpful and quick to call back

The healthcare professional was genuinely supportive and empathetic, returning my call within approximately sixty minutes.

Reception handled urgent infection query well

My husband recently experienced a sudden health issue connected to an existing condition. While not immediately dangerous, it had the potential to cause significant discomfort. He was treated with professionalism by the reception staff member, and the available clinician promptly returned his call to discuss his symptoms. A treatment plan was arranged and the entire matter was resolved within a couple of hours. We couldn't have asked for a better response!

Responsive care when we needed it most

Every visit to this practice has gone well for us. Recently, a family member experienced health difficulties, and we were impressed by the quality of care and support provided. While we would appreciate the ability to schedule appointments further ahead, we understand that circumstances evolve and the team is making genuine efforts. We are satisfied with our choice of surgery. We appreciate your service.

Couldn't get an appointment for over a week

Attempted to book an appointment but found that all available slots had been taken by 8.20 am across both local practice locations. Have been unable to secure an appointment for over a week. The service experience has been disappointing and warrants a very low rating.

Long wait at the door, phone answered first

Arrived at the practice early in the morning and waited at the door before opening time, positioning myself as the fourth person in the queue. The doors opened a few minutes after 8am, and I subsequently found myself twelfth in the telephone queue. The phone line was answered before I reached the reception desk, at which point I was informed that no appointments remained available with the particular clinician I had hoped to see. I had been advised on Monday that arriving early at the door would secure an appointment with this clinician, however the appointment I did receive on that day did not result in the assistance I required. I am disappointed with this experience. It seems contradictory to encourage patients to arrive early at the door when telephone calls are being prioritised ahead of those waiting in person. The clinical staff at the practice are generally approachable and professional, though the appointment system itself appears to be creating difficulties that undermine the overall service.

Felt genuinely listened to and supported

Outstanding service and team members. Fortunate to be registered with this practice.

Reception staff listened and helped me through

I had a conversation with the receptionist on duty who listened carefully to my concerns and provided excellent assistance. They proved to be a valuable member of the practice team.

Phone queue wait felt unnecessarily long

I attempted to make a straightforward enquiry by phone, and after two unsuccessful tries, I persisted on my third call. I was informed I was fourth in the queue, so I chose to wait. The queue position moved relatively quickly to first place within several minutes. However, I then remained on hold for an extended period—approximately 30 minutes—before my call was finally answered close to 5 o'clock. At that point, I had begun to wonder whether staff had left for the day. This experience fell short of what I would consider acceptable service.

Blood test appointment rescheduled without proper notice

I have experienced significant difficulties with this practice. Due to staffing shortages, blood test appointments are located at a considerable distance, and I encountered scheduling issues where I was given conflicting information about when to attend, which created problems with my work commitments. Additionally, I felt that the reception staff's demeanor toward me varied based on appearance and presentation, which made me feel uncomfortable and unwelcome. I believe all patients should be treated with equal respect regardless of how they present themselves. I have decided to transfer my care to another practice as I do not feel I am receiving the standard of service I should expect, and I feel my concerns about consistency and fairness in how patients are treated have not been adequately addressed.

Practice rejected me over catchment boundaries

I reside in close proximity to a local practice and was unable to register as a new patient there. As a result, I was directed to an alternative practice that is considerably further away. Given that I manage an ongoing chronic condition, travelling this additional distance is not always feasible for me. The practice adjusted their patient catchment boundaries several years ago, which resulted in rejections of new patient registrations from my area since that time.