West Common Lane Teaching Practice

Receptionists need better customer service training

The service fell significantly short of expectations. The reception staff appeared to lack interpersonal skills when dealing with patients.

Reception couldn't help with referral mix-up

The practice referred me for medication approximately two and a half years ago, only for me to discover today that the referral was sent to an incorrect location and they have not had a contract with the relevant service area for the past three years. This situation feels quite frustrating and difficult to comprehend. When I contacted the practice about this, the reception staff indicated they were unable to assist and that administrative staff would need to handle the matter. I found this response unhelpful and confusing given the nature of the problem. I am very dissatisfied with the service provided and feel the practice requires significant improvement.

Always helpful and easy to book with

Consistently excellent care and support provided at each visit.

Reception staff lacked empathy during booking process

A referral was sent from an optician to the practice regarding some scan findings and a headache I was experiencing. The practice confirmed they received and reviewed the referral. The receptionist suggested I visit the pharmacy despite my ongoing use of regular pain medication. When I inquired about an email confirmation, I was told it had not been received. The optician offered to print a copy of the referral for me, which raised questions about the effectiveness of the digital referral system. I felt discouraged by the experience and believed my concerns were not taken seriously when I attempted to advocate for myself. However, the clinical staff I consulted with were considerate and helpful during my appointments. The main difficulty has been with the reception team, whose approach lacked empathy and understanding.

Staff don't listen to what patients say

I have found my experience at this practice to be deeply frustrating. The doctors are rarely available, with most appointments involving nursing staff instead. I feel that my concerns are not being properly heard, and the standard response seems to be referral to accident and emergency regardless of the presenting issue. I worry this places unnecessary pressure on emergency services. The reception staff also appear dismissive and unhelpful when I have tried to discuss my needs. While I generally consider myself a patient and reasonable person, I have become increasingly dissatisfied with the level of care and attention I receive here. I believe that simple improvements in listening to patients and exploring alternative solutions before emergency referrals could make a significant difference. For someone with anxiety concerns, being directed to accident and emergency actually worsens my situation rather than helping it. I would urge the practice to reconsider their approach and invest more effort in understanding individual patient needs. As a result of my experience, I am planning to register with a different practice that I hope will provide more direct doctor involvement and better patient-centred care.

Phone queues left patients waiting hours on hold

Appointment availability has been consistently limited. Phone calls often result in lengthy wait times before being disconnected or receiving unavailable appointments for extended periods. I have since transferred to another practice that better meets my needs. The reception team frequently appears inattentive to incoming calls, something I and others have noticed repeatedly. When calls are answered, responses tend to be dismissive and argumentative regarding clinical requirements, despite lacking appropriate qualifications to make such assessments. Some clinicians have also seemed dismissive and focused on quick consultations rather than thorough care. I found myself repeatedly attending emergency services, only to be advised that GP intervention was necessary, yet experienced resistance to implementing the referral until the situation became critical. The practice would benefit from significant staffing changes. The pattern of negative feedback is understandable given that patients often feel treated as burdensome rather than valued individuals deserving of respectful, person-centred care.

Appointment booking became difficult and unhelpful

I have been a patient here for 25 years, and one of the main reasons I have stayed was how straightforward it was to arrange appointments. From 2016 onwards, I experienced back issues which were initially identified as a particular condition. I made numerous return visits due to significant pain, but felt that my concerns were not adequately addressed and was repeatedly referred for physiotherapy. Following an MRI scan several years later, a structural issue was identified in my spine, which led to surgery. Since that procedure, I have continued to experience ongoing pain and some weakness. More recently, I have developed joint problems in my knees and have had falls, including one that was quite serious. My healthcare provider suggested I request a specific treatment through my GP. When I attended an appointment to discuss this, I found the reception staff to be unhelpful and unwilling to assist with booking the necessary appointment. Overall, I feel the standard of patient care at this practice, particularly from the reception team, has fallen short of what I would expect from a healthcare provider. I am considering escalating my concerns through the appropriate complaints procedure as I am dissatisfied with the level of care I have received.

Phone support sorted prescription issue quickly

Contacted the practice this morning to follow up on medication from my GP following a procedure at another healthcare facility. The medication arrangement hadn't been set up properly for the practice to issue a repeat prescription. The receptionist who assisted me was extremely helpful and resolved the matter within approximately fifteen minutes. It was reassuring not to have the added stress of worrying about running out of essential medication. I have consistently found this practice to be supportive and responsive in addressing issues promptly. Having previously been registered with another practice that fell short of expectations, I am grateful to now have access to a GP service that meets my needs effectively.

Call back service got me seen quickly

Called at the start of the day to request an urgent appointment and found myself 6th in the queue, so I opted for the call back option. The practice rang back very quickly and scheduled me in for approximately an hour afterwards. I arrived slightly late due to mobility difficulties, and the clinical team were considerate about this delay. The appointment itself was comprehensive and unhurried, with genuine understanding demonstrated throughout. The clinician provided a clear outline of potential concerns, explained the suggested approach to treatment, gave appropriate safety guidance, and arranged a follow-up appointment for additional investigations. I'm very grateful for the care received.

Reception staff lacked basic courtesy and respect

Posting this on behalf of my mum who considered writing in about her experience - I advised her against it. Several of her acquaintances have reported similar encounters. It's unfortunate that the front desk team appear to lack interpersonal skills. When older patients attend appointments, it's reasonable to anticipate basic courtesy, empathy and consideration - perhaps that's old-fashioned of me. This wasn't evident during her visit, and it seems the practice may not prioritise this aspect. I'm aware there are likely policies displayed at reception regarding professional conduct. To the practice - recruiting reception staff with stronger communication abilities and interpersonal skills would make a meaningful difference.

Receptionist spotted I was poorly and got me in quickly

I must express how genuinely wonderful, kind and patient the reception team and clinical staff are at this practice. The organisation should take great pride in their service, and I would give them the highest rating possible if I could. I would strongly encourage anyone seeking healthcare to consider them. When I was unwell, the receptionist noticed my condition and managed to arrange an appointment for me within a couple of hours of my call. Every interaction I've had has been nothing but professional throughout. My sincere congratulations to the entire team.

Triage list instead of timely appointments

The practice is difficult to access for appointments and instead places patients on a triage system. I have been attempting to obtain mental health support proactively, but the process involves being added to a waiting list with no control over when an appointment becomes available. This approach feels inconsistent with a commitment to prioritising mental health concerns.

Reception staff were dismissive and unhelpful

This practice has significant issues, particularly with the front desk team. The reception staff come across as unwelcoming and lack effective communication abilities. They seem dismissive of patients and their health concerns, making it difficult to progress beyond the initial interaction. The overall experience was extremely disappointing, and I would not suggest this practice to others.

Unhelpful practice sent me between services

I have had a very difficult experience with this practice and have since decided to switch to another surgery. I found the level of support provided to be inadequate, and I felt that my care was not handled efficiently, with multiple referrals that did not seem to progress my situation. I would not recommend this practice based on my experience.

Friendly staff who really listened to me

The clinical staff demonstrated a friendly demeanor and appeared dedicated to their work.

Prescribed ineffective over-the-counter medication instead

I have significant allergies requiring emergency medication. Following a consultation about my current allergy treatment being less effective than needed, I was prescribed an over-the-counter medication instead. My previous prescription was discontinued, leaving me with a less suitable option that could potentially result in a serious medical situation.

Admin staff made accessing care difficult

The administrative team frequently creates barriers to seeing the clinicians. They can also be quite confrontational and dismissive when discussing healthcare matters.

Reception staff could be more helpful

Some members of the reception team can come across as unwelcoming and appear disengaged when assisting patients.

Appointments came through when I called

I have to say in all honesty since I rejoined the practice I cannot complain about anything. When I have called, I have been able to get an appointment, and my repeat medications have always been processed on time compared to my previous healthcare provider. The service here has been excellent.

Waiting for callbacks that never come

Once more I find myself waiting for a callback from the practice. This has been a consistently frustrating experience, as it is extremely difficult to secure an appointment to see a doctor in person. The standard response is that an assessment will be conducted and I will be contacted, yet the callback never seems to materialise. The prolonged waiting period has become deeply disappointing. I am considering seeking medical attention elsewhere during my travels next week, where I anticipate I will have better access to see a healthcare professional. This situation has been quite unsatisfactory overall.