Werneth Medical Practice

Impossible to get through on the phone

Absolutely poor experience at this surgery due to extreme difficulty obtaining appointments. The phone lines are extremely busy, making it hard to get through, and when you finally do manage to connect, you end up waiting in a queue only to be disconnected without explanation.

Phone queue system causes lengthy waits

The service has been disappointing. I'm uncertain how this practice continues to operate. They've introduced a phone queuing system, and I waited in the queue for an extended period without reaching anyone. The situation requires attention and improvement, as the overall experience has been unsatisfactory. I would not recommend this practice and would suggest others consider switching to an alternative GP. I subsequently received communication from practice management regarding this review, which has caused me concern about the circumstances surrounding my feedback.

Couldn't get through on the phone lines

I called requesting an urgent appointment but was told there were no slots available. When I asked about booking in for another day, I was again informed that nothing could be arranged. I then enquired about visiting in person to secure an appointment, but was advised this wouldn't be possible. The situation was frustrating, particularly given that calling in the morning results in constantly engaged lines.

Long wait to get through on the phone

Absolutely appalling!!! It took a considerable wait to get through on the phone and then there were no appointments available, not even for an urgent situation involving my child. This is ridiculous!!

Friendly staff made me feel welcome

Excellent experience with a welcoming and approachable team 💯

Long waits and repeated booking errors

The service has been consistently disappointing over an extended period. Obtaining an appointment requires waiting considerably longer than ideal, and there have been instances where appointments that were believed to be confirmed have not actually been registered, resulting in further lengthy delays. There are concerns that certain communities may not receive equal priority in the appointment scheduling process.

Long phone waits and forgotten emergency appointments

I found the practice to be quite disorganised. After spending considerable time waiting on hold to arrange an emergency appointment, I was told one had been made, but the clinician never called me back. When I rang again the following day, I experienced similar lengthy waiting times on the phone. I was then informed that there was no record of my appointment being scheduled. I have been experiencing ongoing discomfort for over a year with the same issue, and my treatment has primarily consisted of pain relief medication. During my call to reception today, it seemed that staff were passing responsibility between themselves rather than working towards a resolution. Given the number of negative reviews the practice has received, this experience has reinforced my concerns. The service felt inadequate and I have decided to register with a different practice. Despite what appears to be multiple receptionists available simultaneously, the phones seem difficult to get through on, and the team often appear unavailable.

Reception staff were dismissive about the booking error

I felt let down by the conduct of the evening shift reception staff. I had been given an appointment at a time after the surgery's closing hours, and when I arrived, the staff members became argumentative rather than acknowledging the scheduling error. Instead of offering an apology for what appeared to be their mistake, they continued to dispute the matter. My appointment was subsequently cancelled for a second occasion, and I was not informed of this cancellation. Additionally, my test results appear to have gone missing, and I am still in the process of having them repeated, with over a week having passed since the initial request. The manner in which I was treated by the reception team was particularly frustrating, as it felt dismissive and unhelpful. Overall, the experience reflected poorly on the organisation and professionalism of the service.

Reception failed to pass on urgent message

I was very disappointed with the appointment scheduling process and the way I was treated by reception staff. They were argumentative and failed to pass on my message to the doctor regarding my young infant, which resulted in me having to attend the emergency department. Following a surgical procedure, I made an appointment today for an ear infection concern. I waited four hours for the doctor to call but when they did, there was confusion about why I had called. It was later explained that there had been an administrative error during the booking process and my appointment details were not properly recorded on the system. I was advised to attend the emergency department for assessment instead. I am very unhappy with my experience at this practice and would like to know how I can lodge a formal complaint about the surgery.

Rude reception staff and poor customer service

The staff members were impolite and unhelpful, and I felt the customer service was poor. I was dissatisfied with my experience at this medical centre and decided to lodge a formal complaint with the relevant authority.

Couldn't get through on the phone line

I have been unable to reach this practice despite attempting to contact them for an extended period, with the line consistently unavailable. This has been extremely frustrating.

Reception turned us away without checking availability

I'm quite frustrated with my recent visits to this practice. Every time I attend an appointment, I'm told that the clinicians are fully booked for the remainder of the day. On one occasion, my sister made arrangements to accompany me for a routine check-up, but the reception staff informed us to return the following day as they were unable to help us. Despite the waiting area appearing quiet at the time, we were turned away. I found the interaction unhelpful and felt the staff could have been more welcoming and courteous during our visit.

Staff were dismissive and appointments hard to find

The staff members were unhelpful and displayed poor professionalism. Scheduling an appointment proved extremely difficult due to limited availability. The overall service quality left me questioning the practice's viability.

Dismissive approach left me feeling unheard

The clinician at this practice should consider whether their current approach aligns with their professional responsibilities, as the demands of the role appear to have resulted in a somewhat detached manner towards patient care. If you are already registered here, it may be worth exploring alternative options, and prospective patients should carefully consider whether this practice is the right fit for their needs.

Staff ignored ringing phones while chatting

The staff members were quite discourteous and their conduct seemed unprofessional. It took several attempts to get through when calling the practice. I have observed staff members conversing amongst themselves while calls were coming through unanswered. I switched to a different doctor some time ago, but had not yet made the change for my family member. I will be making that change now. The overall standard of this practice appears to be declining.

Rude staff dismissed my skin concern

I would not recommend this practice. I was unable to identify who I spoke with during my visit. When I mentioned experiencing skin discomfort and asked about treatment options, I was told to purchase something from a supermarket instead. I found this response unhelpful and have decided to change practices. The healthcare professional did not examine my concern and I felt the interaction was dismissive. Additionally, I witnessed what I felt was discourteous treatment towards another patient during my time there.

Receptionist could improve their approach

The reception team would benefit from improved training and development.

Staff were dismissive and unhelpful during visit

The staff members displayed unhelpful and dismissive behaviour with a condescending manner. There were instances of receiving unclear guidance and experiencing confrontational interactions. One particular staff member in a nursing role seemed to overstep their professional boundaries.

Unhelpful reception made things worse

If you are feeling unwell, you may want to consider visiting a walk-in centre instead. I found the reception experience to be unhelpful and felt it made my situation worse when calling ahead. I would suggest exploring other healthcare providers.