Living Well Partnership - West End Surgery

Exceptional care and compassion from start to finish

I must express that this was truly the most exceptional surgical experience I've ever had... (and I speak from professional background in healthcare). The reception team demonstrates remarkable attentiveness in guiding patients precisely where they need to be, and their approach makes you feel genuinely appreciated and respected. My sincere gratitude.

Helpful staff but medication ordering frustrates me

After relocating to this area on 10/11/2024, I completed an online registration form. When asked about repeat prescriptions, which I didn't have, I called the reception. The staff member who answered was courteous and supportive. My primary challenge lies in medication procurement. Currently using Pharmacy2U, I'm experiencing significant delays, with a 6-7 day approval process for my prescriptions. This is the second instance where I've exhausted my medication supply. I've now switched to ordering through the NHS App, but I'm still anticipating another week-long wait to receive my tablets.

Terrible medical care for disabled patient suffering immensely

As a double leg amputee, I've been struggling with a poorly fitted catheter for the past 18 months, causing severe urine burns across my stumps. I've repeatedly raised this issue with doctors and shared photographic evidence. During a recent appointment, a female doctor promised to have the wound viability team assess my condition, but I've heard nothing since. My urine burns have deteriorated dramatically, now bleeding and developing into a bed sore by February 1st, 2025. I became seriously ill with an infection and contacted 111 on Tuesday, as direct surgery contact is no longer possible. They claimed they would notify West End about my situation on Wednesday, but never followed through. Additionally, a urology appointment on December 10th recommended changing my catheter. Both I and the doctors received this recommendation on January 7th, yet no action has been taken. This delay has directly contributed to my current skin condition, as the West End doctors have failed to approve the new catheter. I can only give 1 star, though I'd prefer zero. I absolutely cannot recommend West End Surgery to anyone. While it's my only option due to accommodating my oversized wheelchair, I hope by sharing my experience, others with more mobility can choose a better medical practice with more attentive, full-time doctors.

Neglectful healthcare fails vulnerable patient urgently

Utterly appalling how 111 and the medical professionals have completely disregarded my client's critical health situation. Despite multiple calls and her being a high-risk patient with a history of sepsis and as a double amputee, they've shown zero concern. She's currently suffering from what appears to be a serious urinary infection, accompanied by a high fever and potential burns, yet the healthcare providers have been entirely unresponsive and taken no action whatsoever.

Exceptional service from friendly and dedicated staff

I visited the clinic today, and the receptionist was, as always, absolutely exceptional. A solid 10/10 performance in a role that must be incredibly challenging, especially given the current resource constraints. He consistently goes above and beyond to assist patients with their needs. The clinician we saw was equally impressive. Sincere thanks to the entire team for their outstanding service and dedication. Truly appreciated.

Terrible service left me feeling abandoned and helpless

I've been forced to switch medical practices due to relocation, and I genuinely long for my previous healthcare provider. After reaching out for assistance with two distinct medical concerns, I've encountered nothing but dismissal. One issue was simply pushed aside, while the other - which significantly impacts my day-to-day functioning - was completely ignored. The level of indifference is shocking, and I've never before felt so abandoned and demoralized by a general practice. I'm desperately seeking an alternative medical practice that actually demonstrates care and support.

Terrible service and unhelpful staff at practice

The quality of this medical practice has drastically deteriorated. It feels more like navigating a nightmare than a healthcare partnership. I'm perplexed by their e-consultation approach, which seems contrary to the traditional phone-based appointment system most practices still use. Recently diagnosed with shingles and unwell for weeks, I simply wanted a professional to confirm my suspicion, especially given my work in a primary school and responsibilities caring for my immunocompromised son and unwell mother. The female receptionist was notably unhelpful, though the young male staff member was courteous and supportive. Bizarrely, the waiting room was completely empty, leaving one to wonder where patients actually receive care. I was redirected to complete an online assessment and told to visit a pharmacist. Fortunately, the West End pharmacist quickly and professionally identified my shingles. Despite medication being her primary role and having other patients waiting, she provided more assistance than the practice. In future, I'll likely bypass the practice entirely and consult directly with the pharmacist - or potentially burden A&E services, which the app seemingly suggests as an alternative.

Terrible service with one bright spot at reception

The administrative staff show a complete lack of empathy and understanding, with the sole exception of the one friendly individual at the reception desk. The rest of the team comes across as discourteous and indifferent. When I contacted 111 to schedule an appointment, I was informed that no slots were available. The receptionist's demeanor was so harsh and disrespectful that it significantly aggravated my high blood pressure and anxiety. While the doctors themselves are competent, the reception team urgently needs improvement. They must be reminded that patients deserve to be treated with basic dignity and respect, not like disposable objects.

Doctors great but clinic hours frustrate patients

Living Well Partnership falls short in patient care. I want to be clear that the physicians are top-notch, but the clinic's management is problematic. With high patient demand, their solution is to shut down for two hours midday instead of implementing staggered staff schedules. This approach seems counterintuitive and demonstrates a lack of consideration for patients' needs, which is ironic for a healthcare provider calling themselves a "partnership."

Frustrating experience with living well partnership

The quality drastically declined after the living well partnership was established. Navigating their system has become an incredibly frustrating and nearly impossible process.

Exceptional care from compassionate medical professionals

Upon submitting my Anima, I was contacted by the Care coordinator team, and Sarah was exceptionally cordial, warm, and supportive. She efficiently arranged all required appointments. The attending nurse was equally delightful and accommodating. The physician we consulted afterward was truly one of the most outstanding doctors we have ever encountered. She demonstrated remarkable empathy, warmth, and genuine helpfulness. It's unfortunate that her availability is limited to Tuesdays at the West End Surgery. I believe the practice has undergone significant enhancement and has now returned to the high standard of care it maintained prior to the partnership. My sincere appreciation for the exceptional service and continued commitment to patient care.

Compassionate care for my daughter's health needs

I am currently accompanying my adult daughter through her potential celiac disease diagnosis at this medical practice, and they have been absolutely outstanding. The initial general practitioner initiated tests last month, and my daughter is scheduled for a procedure this coming Monday. She consistently praises the West End surgery as exceptional. They are prompt in returning her calls and readily provide face-to-face appointments for both her and her young 5-year-old daughter. Additionally, she has received thorough follow-up communications from her doctor. It seems unfair that this practice gets categorized alongside others in the LWP and receives critical coverage in the Daily Echo. Regarding the reception staff, I recognize their job must be incredibly demanding, dealing with a spectrum of patients ranging from pleasant to discourteous. I want to express our sincere gratitude to West End for their compassionate care of my daughter. My entire family deeply appreciates their support.

Compassionate doctor restores faith in local healthcare

I typically would be quick to criticize the lack of in-person consultations, but over the past fortnight, I've been pleasantly surprised. For two separate health issues, I was promptly provided appointments. Both medical concerns were carefully evaluated, with comprehensive follow-up guidance. The physician I consulted on both occasions was exceptional and has completely renewed my confidence in our medical practice. If you had asked me to write a review prior to these recent interactions, my feedback would have been dramatically different. I sincerely hope this praise reaches her, as she exemplifies the kind of compassionate, thorough general practitioner our healthcare system desperately needs more of. Please ensure she is valued and supported!

Inconvenient e-consult hours frustrate working patients

I am reaching out to inquire about the rationale behind e-consult's limited availability outside of standard surgery hours. This approach proves inconvenient for working individuals like myself. I leave home before 8am and have been compelled to depart work prematurely to ensure I can submit a form before the 6pm cutoff. Given that this is a digital platform, I am perplexed by any potential operational constraints. I would appreciate clarity on this matter. Kind regards Jane Williams

Natasha made my blood test painless and perfect

Hands down, the most outstanding blood test encounter I've had this morning at west end surgery, and I've undergone numerous tests over the years!! Getting blood drawn from me is typically a challenge, but Natasha (?) was punctual, composed, skilled, and simply phenomenal. This staff member absolutely deserves recognition and a pay increase!!

Frustrating eConsult experience with unhelpful support

Completed an online consultation seeking assistance with a referral, only to be instructed to repeat the exact steps I've already tried without success. Absolutely baffled and frustrated!

Heartbreaking failure of mental health support system

My encounters have always been disappointing. I'll never erase the memory of entering the reception area with my 8-week-old infant, overwhelmed with despair and suicidal thoughts. Their response was dismissive: "Sorry, no appointments available, but try an Econsult and someone might contact you soon." I left silently, feeling like an inconvenience, and went home intending to end my life. Fortunately, my partner's intuition saved me. When I didn't answer his calls, he returned from work, contacted the crisis team and 111. By sheer chance, I survived.

Supportive patient praises hardworking nhs surgery

This surgery is excellent and consistently goes above and beyond to support my wife and me. The NHS is experiencing immense strain and is genuinely striving to provide care for everyone seeking medical attention. All medical practices are overwhelmed and underfunded, so we must exercise considerable patience and support our local surgery by avoiding petty complaints. We can't expect instant appointments at our exact preferred time; we need to be understanding and show more respect to NHS staff. Those who constantly criticize the NHS will undoubtedly regret their stance if healthcare becomes a fully privatized service, and I suspect they'll suddenly become much less demanding. Nevertheless, I acknowledge that there's room for improvement in streamlining appointment scheduling and patient flow. My previous experience at West End Road surgery demonstrated a more efficient system that this practice could potentially learn from. Despite these observations, I want to commend the ongoing efforts of the NHS and express sincere gratitude on behalf of my wife and myself.

Frustrating wait and unhelpful medical staff

If the e-consultation system isn't down, the medical practice claims it's because of 'staff training'... meanwhile, I'm stuck at number 13 in the waiting line while all the employees appear to be engaged in a leisurely chat. Would someone please pick up the phone and assist patients?!

Terrible customer service at medical practice

Whatever happened with this surgery, it's truly disappointing that the receptionist shows no interest in listening to patients. Their sole aim seems to be cutting phone conversations short as quickly as possible. The overall impression is that they simply don't care about people and are completely disinterested in providing any meaningful assistance.