West Common Lane Teaching Practice

Dismissive staff and poor appointment communication throughout

I had a very poor overall experience at this practice, characterised by dismissive attitudes and inadequate communication. Following a hospital appointment, recommended medications were not prescribed to me, which I only discovered months later when I transferred to a different practice and reviewed the hospital correspondence. This meant I endured several years of intermittent symptoms that remained untreated and unmanaged. Additionally, my son's appointment was rescheduled to a different time slot with minimal notice via text message while I was already travelling to the original appointment time, having left work early and collected him from school accordingly. When we arrived late due to this change, the practice did not make any accommodation and informed us there were no available appointments for the foreseeable future. Getting through to book appointments is extremely difficult, with the answering service frequently directing callers to ring back as slots are rarely available. On one occasion, I was offered an appointment three weeks after experiencing a reaction, and when I attended with a detailed list of symptoms and photographic evidence, I was dismissed without proper consideration. Appointments also involve substantial waiting times, typically between thirty and fifty minutes. I was once turned away for arriving two minutes late due to traffic, yet I have consistently experienced late running on other visits. Telephone appointments presented their own difficulties, as the practice used an incorrect phone number on two separate occasions within a fortnight. The reception staff were not always pleasant or helpful, and the practice appears to have significant staff turnover with different clinicians seen regularly. While the practice does respond to complaint letters and the practice manager was courteous during phone conversations, substantial improvements are clearly necessary. Since moving to another practice, I have noticed a marked difference in the standard of care and approach offered, making the decision to transfer well worthwhile.

Reception staff were dismissive and unhelpful

The reception staff at this location were unhelpful and dismissive during my visit. I received an incorrect quantity of medication just before an important trip, which caused considerable inconvenience. The telephone lines were difficult to get through on, making it challenging to resolve the issue promptly. Based on my extensive experience in healthcare, I found this to be the most disappointing practice I have encountered.

Reception staff showed little empathy or care

This practice has not met my expectations. The staff members appear indifferent to patient concerns, and I have found the interactions to lack compassion. Both reception and clinical staff have not demonstrated the level of care I would hope to receive. Based on my experience, I would not recommend this practice to others. I found the overall service to be disappointing and below the standard I would expect.

Couldn't get through on the phone

Disappointing experience 😪

Couldn't get through on the phone

I don't really see the point in explaining why I rate this practice a 1 (If I could do 0, I would). Having read all the previous reviews, I have to agree with them all. Terrible experience overall!

Equipment issue led to wrong hearing test result

I attended for a hearing assessment and experienced issues with the equipment used during the test. Other medical professionals I consulted suggested that the device may not have been functioning properly, which could have affected the accuracy of my results. This was concerning as it potentially impacted an important opportunity for me. I subsequently had the assessment repeated at another location and received a different outcome that was more favourable.

Phone queue makes booking nearly impossible

The telephone waiting times are extremely lengthy, and I was informed that appointments are not currently being scheduled. I was advised to call back at a later date, which would mean facing another extended period on hold.

Receptionist gatekeeping makes appointments nearly impossible

Accessing an appointment with a clinician feels extremely difficult, with the reception staff presenting a significant barrier to getting through.

Unhelpful staff and impossible appointment availability

The staff can be unwelcoming. Scheduling appointments is consistently difficult. There have been ongoing issues with how my prescriptions are being handled. Despite being a patient for over a decade, the service quality appears to be declining. I would not suggest this practice to others.

Appointment system failed when I needed help most

I have been attempting to secure an appointment for several days. The practice referred me to the pharmacy, but the pharmacy advised that I require immediate medical attention. When I contacted the practice again, I was instructed to keep calling until an appointment became available. Although appointments were shown as available when I called today, I was unable to obtain one due to the practice's assessment of clinical urgency. The practice cited junior doctor absences as a contributing factor, noting this was a known situation in advance. I felt the practice could have implemented better contingency measures rather than simply reducing available appointment slots. Additionally, the surgery closed for a training session during an afternoon when appointment availability was already limited. I am concerned about how the practice can accurately assess the urgency of my condition without a clinical consultation. I intend to lodge a formal complaint with the NHS regarding my experience and plan to register with an alternative practice. I have received positive feedback about another local surgery and will be pursuing registration there.

Reception didn't answer the phone queue

Attempted to inform the practice that a patient was in hospital and had been waiting for over twenty minutes without receiving assistance. Questioned whether adequate reception staff were available. This situation has not occurred at my previous medical practice.

Friendly receptionists made the difference here

I recently relocated from the south and I can confidently say that this medical practice has been significantly better than my previous experiences elsewhere. The reception staff I've encountered have been consistently warm and understanding, and the clinician I consulted with appeared genuinely caring and empathetic. I'm hopeful that this high standard of service will be maintained going forward.

Reception staff were dismissive of post-surgery concerns

I am writing a review on behalf of my mother, who has recently undergone surgery and appears to be experiencing significant difficulties during her recovery. She is experiencing considerable pain and has very limited mobility in one arm. Her sleep is severely disrupted despite taking medication nightly, managing only around an hour of rest. There has been inconsistency in the advice she has received regarding her return to work, with differing timeframes suggested by different clinicians, which has created confusion around her sick note and medication management. This experience has had a negative impact on her emotional wellbeing, and she feels unsupported during this vulnerable time. The clinic's handling of her care has left her feeling that her concerns are not being taken seriously.

Practice cancelled appointment without proper notice

I have now left the practice after expressing my concerns about one of the clinicians and subsequently receiving a warning in response. I have observed what appears to be inconsistent treatment, as a friend of mine had an appointment cancelled without prior notification when attending for their scheduled visit. Although they were eventually seen by a clinician on the day, when we enquired about the cancellation at the main office, we were informed it was due to a human error and offered an apology. The overall quality of service at the practice has declined.

Couldn't get through on the phone

My most recent visit was disappointing.

Long waits despite being the only patient there

The practice closed earlier than the advertised hours indicated on their website and signage. Telephone calls were not returned within the stated timeframe. Prescription processing took considerably longer than expected. Despite being the only person in the waiting area, there was a substantial delay before being called through for a scheduled blood test appointment.

Long wait for phone consultation appointments

I would rate this lower if possible. There are no available appointments until late May, and even then it would only be a telephone consultation. The service provided is disappointing, and it appears clinical staff have limited availability compared to nursing staff.

Impossible to book an appointment here

You'd have better luck spotting something extraordinarily rare than managing to secure an appointment at this practice!

Impossible to reach practice by phone initially

Extremely disappointing experience, I would rate this very poorly if possible. Support for mental health concerns does not appear to be adequately prioritised by this practice. The primary concern aligns with feedback from other patients regarding difficulties reaching the practice initially. Once contact is made, interactions with reception staff lack warmth and understanding, and patients seeking assistance are expected to wait approximately two weeks before receiving any response, followed by another similar wait for an appointment, if one becomes available. Patients are then informed that their issue may or may not improve, with responsibility placed on clinical staff. Ultimately, NHS 111 resolved the situation by arranging an immediate same-day appointment with a clinician from the same practice who demonstrated attentiveness and appropriate care that should have been provided from the outset. It is fortunate this patient had strong personal support during this period, as the situation could have had serious consequences otherwise.

Limited hours make appointments difficult for workers

As a newly registered patient, I have had no issues so far, though I have noticed the service hours are more limited than what I was accustomed to at my previous practice. Extended opening times, particularly later in the evening, would be beneficial for those with work commitments.