Wentworth Medical Practice

Appointment booking system completely failed me

This practice continues to demonstrate significant shortcomings in service delivery. A formal review by the relevant health authority would be warranted. Appointment availability is severely limited, with waits extending over several weeks for patients with ongoing health concerns. The reception team's performance is inadequate. Management and staff competency require substantial improvement or replacement. Resources appear to be poorly utilised. Following a recent communication, attempts to schedule an appointment proved difficult. The online booking system is non-functional and unreliable. There appears to be a disconnect between what secondary care believes is being managed at this practice and what is actually occurring. The systems and staffing require comprehensive overhaul.

Warm and comforting care received

The nursing staff member demonstrated excellent interpersonal skills with a warm and reassuring approach to patient care.

Long wait with no updates or acknowledgement

This practice was disappointing. We experienced a lengthy wait exceeding an hour without receiving any acknowledgment or being seen by staff. It felt like our time was wasted, and we remained in discomfort throughout the visit.

Struggled to reach anyone for appointments

It has been challenging to obtain appointments or communicate with the practice over the past couple of years, which led to seeking care elsewhere. Following a transfer from a previous practice that closed, I have since moved to another provider. Both my former and current practices have proven to be more accessible and supportive.

Listened carefully and arranged appropriate referral

I really appreciate the practice arranging an in-person consultation for me. The clinician was attentive to my concerns, made a suitable referral, and continues to provide helpful support with my situation.

Quick response through online booking form

I got in touch with the practice through their online system and received a response within the same day, followed by a prompt appointment slot. Following the consultation, I was directed to additional NHS services. The whole process ran smoothly and efficiently.

Felt dismissed and not taken seriously

I felt that my concerns were not taken seriously during my appointment. The healthcare professional seemed dismissive of what I was experiencing and appeared to question my account of my symptoms. The consultation ended abruptly without a clear conclusion, as the focus shifted to computer work rather than addressing my concerns. I believe that patients deserve to feel heard and validated when discussing their health matters, rather than having their issues minimised or overlooked. I had a similar experience during a previous visit some years ago. While I hold no ill will toward the individual, I left the appointment feeling disappointed and frustrated with the overall interaction.

Friendly reception made booking straightforward

Outstanding medical practice, would strongly suggest to others.

Reception team made booking straightforward

Excellent experience with the front desk team

Friendly reception made the visit straightforward

Excellent experience during my visit today

Reception staff handled busy periods with patience and care

To Whom It May Concern, The Management, We have been patients at this practice for over a decade and felt compelled to share two positive observations about our experience. Firstly, we have been genuinely impressed by the significant improvements made to both the physical environment and operational processes, as well as the administrative systems at the surgery. These enhancements have been substantial and noteworthy. The practice should be commended for these achievements. Secondly, we have consistently received attentive, patient, and professional service from the reception team. The receptionist demonstrates a remarkable ability to assist patients with care and efficiency, even during busy periods. The standard of reception we have experienced has been excellent. We felt it important to express our sincere gratitude for these positive aspects of our care. Regards

Felt heard and got proper answers

Excellent healthcare professional who provided me with clear explanations and made me feel at ease. The care was comprehensive and thorough, and this person is clearly a valued member of the team. It was genuinely enjoyable to interact with them. Overall, I had a wonderful experience and am very grateful for the support received.

Phone queues frustratingly long and unhelpful

The telephone system can result in extended wait times of considerable length. Selecting the callback feature does not always result in contact, with messages indicating an attempt was made. Appointments frequently run behind schedule, so it is advisable to allow extra time. The clinical guidance provided is of good quality once a consultation is successfully arranged.

Helpful advice and genuine kindness shown

I have consistently experienced outstanding guidance and support throughout my visits to this practice. The team demonstrates both diligence and compassion in their approach.

Difficult to reach anyone by phone

It is difficult to get through to anyone at this practice.

Phone lines difficult to get through

The practice was difficult to reach by telephone and the staff interaction was disappointing.

Appointment system frustrating but doctors helpful once reached

Update... Attempted to book an appointment by phone. The system directed me to use the online portal. Accessed the online system, which displayed a message stating that online booking was temporarily unavailable and would resume on Monday at 08:00. Update... Upon calling, I was informed I was caller number 1 in the queue. After waiting over 25 minutes, I remained on hold. Update... The appointment booking process continues to be cumbersome, however once contact is eventually established with a clinician via telephone, they demonstrate helpfulness and initiate suitable follow-up actions. Based on this, I am adjusting my rating to 3/5 stars. My previous practice merged with the current service. I attended an urgent appointment regarding a cardiac concern. A monitoring test was recommended, though the appointment was not scheduled until six weeks later. I made multiple follow-up calls requesting results, but was repeatedly informed that results had not been received from the referring centre. Four weeks subsequently passed before I was able to see a clinician again, who arranged two additional cardiac tests through private provision—one scheduled three weeks later and another the following week. I received notification that results would be discussed via telephone call on a specified date, approximately 16 weeks after my initial appointment. The call consisted of a brief message regarding cholesterol levels only, with no discussion of my original cardiac concern. Public messaging encourages patients to contact their GP for health issues, yet the experience suggests limited responsiveness to patient needs. I intend to escalate this matter to the relevant health authority.

Receptionist helped with quick appointment booking

The receptionist was excellent, assisting me promptly with scheduling my appointment and subsequently providing me with a referral letter following my visit.

Long wait on phone line left unresolved

The appointment booking system was quite frustrating. I spent over an hour attempting to reach the practice by telephone, only to be placed on hold for the entire duration. Eventually, I had to disconnect the call without resolving my query.

Phone system loops between call and online booking

Seven years after my initial feedback, the practice continues to present significant challenges. Accessing staff by telephone remains difficult, and securing appointments proves equally problematic. The introduction of an automated system has not improved the experience, as callers are directed to book online whilst the online system directs them back to telephone booking. It is unclear how the practice maintains its current status given these ongoing issues. The focus appears to be on meeting targets rather than providing services aligned with patient needs and preferences. For those considering registering with this practice, I would strongly advise reconsidering. The experience falls considerably short of acceptable standards. Attempting to obtain an appointment at this practice is an unnecessarily time-consuming and frustrating process.