Living Well Partnership - West End Surgery

Many Practices - more quantity than quality

Unable to use Anima but was pleased that an obliging receptionist helped - now told this is against their policy and no longer allowed. Writing this complaint but had to borrow a friends phone because this system will not accept my home phone number, only a mobile, yet another set back! Have heart condition and should stay calm, this system makes my blood boil as I have problems accessing it . Spoke to "IAndy" today, what is this about. Shortly after joining the practice and knowing the experience my husband has had in trying to get an appointment i decided to go directly to A&E when unwell , where it was confirmed A/F was the problem, however no contact was made from this surgery afterwards and notes from my consultant took nearly a month to appear on my records, it took nearly a year to get access to a follow up from a consultant at the hospital even though my A/F was not regulating. Lots of practices in this group and yet it can take up to three weeks to obtain a blood test and that may be at another practice, again making travel a problem to older people., one wonders whether the quantity of patients is more important than the service that is given especially as most units appear to be very quiet on visits. Offered an injection recently which was not required as I had this one at my previous practice at which point I realised that after two years my previous notes had not been forwarded or applied to the system. Came today for a repeat prescription as advised by a letter from my consultant on 27/01/26 but told the information had only been entered onto the system on 13/02/26 and that it " would take the doctor two weeks to read the notes" and this was when I was given a phone number that introduced me to - IAndy Even though the consultants letter was already on the system advising which medication was required I was told I could not get a repeat prescription from my doctors without accessing iAndy Most receptionists are helpful, they must be pulling their hair out with this system. The doctors have been helpful but overall the admin. system leaves a lot to be desired especially where older patients are involved.

Practice quantity but not quality

Unable to gain access as will not accept phone number - sums this practice up - make everything as difficult as possible and hope the problem - sorry patient - will go away.

So many practices but does not equate to a good practice.

From my initial introduction to this practice I was aware that administration duties were sadly lacking. After two years I became aware that medical records had still not been processed from my previous practice as I was offered an injection that had previously been given. I was aware from my husband being a patient that booking an appointment was difficult to say the least, I can still not get access through the anima booking system and although certain staff members have been very helpful in the past my heart goes out to the elderly patients who are unable to deal with this situation. Knowing the problems of the service I attended A&E after becoming unwell, but even with follow up letters from consultants, the urgency to transfer this information into patient notes is a joke often taking a month with repeat prescriptions being denied as "the doctor needs two weeks to read the consultants letter" even though that letter may have taken over two weeks to be copied to a file. There were probably more doctors in my previous Bitterne surgery than those operating in all of Living well Partnership branches which makes me wonder if the priority is quantity of patients enrolled as opposed to quality of treatment for the patient. The majority of appointments I have had with doctors are what I would have expected from this profession and MOST of the reception staff have been kind and helpful, provided you are prepared or have the ability to travel from one location to another, a basic blood test for example can take over three weeks. I have a heart condition and should try to stay relaxed, however the rules and regulations of this service can make my blood boil when basic updates to notes require the patient to run around in circles just trying to get a much needed prescription - this is not rocket science!

Compassionate care from my local medical team

Received a supportive phone call from the medical practice regarding my test outcomes. I'm truly appreciative of the care and assistance provided by their team.

Great service with friendly staff for kids

Took my child to get his pre-school immunizations, and the weekend availability was fantastic for parents with busy work schedules. The parking was abundant, and we were seen almost exactly at our scheduled time. The staff member, Megan, was incredibly kind and even put on Thomas the Tank Engine to help calm my son during the visit. We're looking forward to returning soon for his flu shot!

Great care and compassionate medical team

The entire team at this facility provided top-notch, outstanding customer care and support.

Exceptional care and warmth at this medical practice

The medical team here goes above and beyond, with incredibly welcoming personnel who are always ready to help and make you feel completely at ease.

Worst medical experience ever terrible living well partnership

living well partnership is more like a living nightmare partnership. this medical practice has plummeted from being top-tier to absolutely rock bottom. a completely ineffective and laughable doctor's office. if the rating system allowed it, i would have given zero stars. Update … the situation remains just as deplorable as when i initially wrote this review. Utterly shameful.

Terrible service that prioritizes everything but patients

I've been a patient at West End GP Practice for nearly a decade. Initially, the service was top-notch. However, the quality has dramatically deteriorated over time. Securing an in-person consultation with a GP has become extremely challenging, with the poorly designed i-consult system serving as the primary method for symptom communication, frustratingly lacking the ability to attach diagnostic images! If you're fortunate, you might receive a telephone consultation weeks after your initial contact, or be redirected to call 111! This approach represents a terrible way of treating patients. The entire system seems designed to prevent patients from receiving care! Patient needs are clearly an afterthought! UPDATE: I'm delighted to report that I transferred to another local GP Surgery in May 2025. The contrast between West End Surgery and my new Practice is remarkable! I feel incredibly fortunate! Eleven GPs * 20-minute face-to-face appointments * Same-day appointment availability * Exceptionally friendly and efficient Receptionists, Nurses, and GPs * No complicated booking system * Multiple appointment booking methods including phone and in-person * It genuinely feels like returning to an era when medical professionals truly prioritized patient care.

Terrible service and unhelpful medical practice

Terrible medical practice after their transition to anima - they're completely unhelpful. I'm definitely switching healthcare providers because the quality of service has drastically declined. It takes an eternity to receive a return call, and the front desk staff are absolutely useless. Their communication line is pointless since they provide zero assistance even when you manage to get through. I strongly advise against choosing this surgery.

Friendly receptionist brightens up a challenging day

Despite the widespread sentiment that the NHS has deteriorated due to leadership issues and a decline in patient care, I must commend the morning receptionist on Monday, June 30th, who was exceptionally courteous and supportive.

Terrible service with endless frustrating wait times

I can't comprehend the purpose of their scheduling system. Appointments are never honored punctually. The self-registration kiosk is unreliable and poorly positioned behind a column, making it inaccessible for individuals using wheelchairs. Invariably, you're met with a barrage of justifications for why your desired treatment cannot be provided, rather than actual service.

Quick relief after a smooth medical process

The physiotherapist recommended a steroid injection after my X-ray, which I received at the medical clinic today. There was some initial delay in getting everything set up, but ultimately the process went smoothly and worked out well.

Terrible service from an unaccountable healthcare system

The National Health Service exploits patients' lack of alternatives, providing substandard care with impunity due to its free status. In a competitive market, such abysmal service would result in immediate customer exodus.

Compassionate nurse helps me breathe easier today

I met with the respiratory nurse today, and her compassionate approach immediately helped calm my nerves regarding my recent respiratory challenges. She was incredibly supportive, providing clear explanations and offering valuable insights. Her professionalism and genuine care were truly outstanding.

Heartbreaking healthcare failure for vulnerable elderly patients

My elderly father consistently struggled to receive adequate medical attention. His health steadily declined while medical professionals remained unresponsive, offering neither tests nor support. We helplessly observed his deterioration, and attempting to secure assistance felt utterly futile. Currently, we're encountering identical treatment regarding my mother's potential dementia assessment. The level of care my parents receive from this medical practice is so substandard that our family pet receives more compassionate and thorough treatment at the veterinary clinic.

Quick and compassionate care for my health

Got prompt attention from the physician, who was extremely supportive and has successfully coordinated additional medical care for me

Worst medical service ever terrible patient experience

Waited 10 hours for a return call, and now the office is shut. Absolutely appalling customer service. The era of easily accessing pediatric care seems to be over. Called early morning at 8:03 and by evening at 6 pm, still no response. The service was far more reliable in the past, before they started relying on this app-based reporting system.

Terrible app and service from frustrating doctors surgery

The medical practice's surgical department is terrible, and their mobile application is completely useless and incredibly frustrating. It's impossible to contact anyone, which is absolutely ridiculous. I've never encountered such a dysfunctional system in my life.

Worst medical practice ever avoid at all costs

Since Living Well Partnership took over, this medical practice has rapidly deteriorated. It was unsatisfactory before, but now it's completely unacceptable. Booking an appointment is impossible unless you navigate their convoluted 'Anima' online system, regardless of your health condition! Full-time general practitioners seem to have vanished, replaced by part-time staff who appear either inexperienced or indifferent. The nursing staff has also undergone significant changes, with numerous departures. It's hardly surprising given the toxic environment. This is an abysmal healthcare facility. If you desire compassionate care, attentive listening, and confidence in your medical assessment, I strongly recommend seeking treatment at a different practice.