Living Well Partnership - West End Surgery

Worst medical experience ever, completely unacceptable care

Hollow facility, devoid of medical professionals, completely unstaffed, zero support, and a disastrous letdown that squandered what should have been a successful surgical procedure.

Terrible healthcare wait times destroy patient experience

Submitted an online consultation for my spouse and after 8 business days, we're still waiting for any contact The front desk staff claim they're overwhelmed with work This healthcare experience has become completely ridiculous

Frustrating healthcare experience with no real help

I've been anticipating a call regarding my medical situation after the 111 service contacted the clinic, hoping to be seen by a doctor within 6 hours. Instead, 2.5 hours later, a physician rang me only to direct me to speak with the reception desk about scheduling an appointment. When I contacted reception, they informed me I'd need to wait until morning and call back. I've spent the entire morning attempting to get through, and I remain extremely frustrated and unwell.

Terrible service and unhelpful gp at this surgery

After relocating to the area, I was forced to switch to this medical practice, and it has been utterly disappointing. My 6-month-old consistently fails to receive proper GP attention, with their standard response being "send photos and the doctor will call." I was promised a GP would contact me on a specific date, but they called the following day and had the nerve to criticize me for not answering the phone. Instead of an apology, I was met with a dismissive, patronizing attitude and questionable professional conduct. I've had to persistently advocate for my concerns, feeling like a complete nuisance to the medical staff. In just three months, I've already requested to avoid a particular GP due to their unprofessional and disrespectful consultations. The only saving grace is the reception staff, who are genuinely helpful and kind.

Worst product ever, absolute waste of money

Absolutely disgraceful!

Terrible healthcare service with zero compassion

Examine the reviews following the merger and the creation of the so-called 'Living Well Partnership'. It's an absolute mockery of a system! The reception and administrative staff are a complete and total embarrassment. They are utterly incompetent and devoid of any compassion required for what should be one of the most critical roles. Have they dismissed all the receptionists who understood how to communicate with vulnerable individuals like human beings, or did they flee from the toxic environment under the new management? Forget about calling this surgery, as you'll squander an entire day on hold. Your best bet is to physically visit and speak to someone in person. You'll quickly discover not just one, but two receptionists idly sitting around doing absolutely nothing. And if you're ever at an appointment, you'll be treated to the delightful experience of overhearing staff in the back office (who I assume are paid to answer phones) gossiping about colleagues and patients for everyone to hear. They previously wrote to us claiming the merger would significantly enhance healthcare for West End residents. Nothing could be further from reality. My frustration isn't with the doctors, but as always, with the incompetent management and their office staff, all seemingly on an enormous power trip, while West End residents bear the brunt of their failures.

Frustrating healthcare experience with endless waiting times

Prescription refill took an excruciating 10 days, with absolutely zero opportunity to consult a physician during this time.

Disappointing healthcare with zero patient support

I hadn't undergone any health screenings for those over 40 or 50, so I contacted the medical practice to inquire about scheduling one, given my responsibilities as a single parent to care for my child. They mailed me a form to complete with details about weight, height, and blood pressure, but I stopped reading since I lack the necessary resources to fill it out...?? I'm concerned that my tax contributions might be supporting these physicians when they provide no actual assistance. What I've observed is that they consistently redirect patients to alternative services like 111, 999, walk-in X-ray centers, and so on. They seem intent on avoiding direct patient interaction at all costs. This establishment is less a doctor's surgery and more of a referral routing system.

Disappointing service after medical practice merger

Since the merger, this medical practice has gone downhill dramatically. They've implemented a midday communication blackout from 12 to 2, and some of their front desk personnel are shockingly inadequate when dealing with critical medical concerns. It's truly disappointing that I experienced no issues prior to them joining this larger network of clinics, and now I'm genuinely questioning their competence and purpose.

Great service from a reliable medical team

I consistently find this surgical procedure to be satisfactory and reliable.

Heartless receptionists fail vulnerable patient completely

The reception staff were absolutely terrible, Completely oblivious to mental health concerns, Insensitive when handling delicate issues, turning the interaction into a confrontational exchange instead of seeking a resolution. (Simply booking a doctor's appointment was too difficult) They clearly showed no compassion and attempted to deflect responsibility by suggesting a vulnerable and distressed patient go to the emergency room rather than see their own physician. When escalated to a senior receptionist, the situation became even more unhelpful. No appointment was offered whatsoever. These frontline staff are the initial point of contact for such sensitive situations, and they demonstrated a complete lack of empathy towards the patient. I was utterly stunned by their dismissive tone and callous approach to the matter. I will be documenting this experience and filing a formal complaint. It's painfully clear why individuals struggle to access necessary support when receptionists demonstrate such a heartless attitude. Absolutely dreadful! They should be thoroughly embarrassed by their unprofessional behavior.

Heartless medical practice failed me in grief

Following the devastating loss of my husband on Easter Saturday, an Ambulance worker suggested I contact my physician on Tuesday morning to report his passing. I did so, and the Receptionist assured me a doctor would return my call. However, I waited at home all day with no communication. When I phoned again on Wednesday, the Practice Manager dismissed my concerns, stating the doctor was too occupied to speak with me. This complete lack of compassion and professional courtesy during my time of grief merits only a single star.

Efficient healthcare that works around my schedule

I'm thoroughly impressed with this medical practice and their physicians. They're consistently quick to respond. Personally, I find the eConsult platform incredibly convenient, as it allows me to submit medical queries at a time that suits my work schedule, rather than being tied to making phone calls during limited morning hours just to secure an appointment that may not even be essential. The eConsult responses typically arrive within a day, providing clear guidance on next steps, whether that's scheduling an appointment or issuing a prescription. This approach represents a significantly more streamlined and effective use of both my time and the surgery's resources.

Caring doctors make all the difference in healthcare

Recently, I reached out to my medical practice, which I seldom do. The receptionist carefully noted my information and relayed it to my physician. Later that day, I received a direct call from the doctor, who subsequently sent a prescription to my preferred pharmacy. Once again, West End Surgery has provided absolutely stellar service, and I'm truly thankful to be a patient there. I deeply appreciate their dedication to patient care and their commitment to looking after their patients' health. Many thanks to the entire team.

Compassionless receptionists ruin great medical practice

I have consistently had positive experiences at this surgery - the Doctors and Nurses have always been exceptional (despite the brief consultation time), and I cannot criticize them. Dr Rodriguez, Dr Smallwood, and all the Nurses have been consistently excellent. My opinion remains unchanged. The reception team was historically incredibly friendly and helpful. However, this has now shifted. I comprehend the challenges of Covid and understand that processes may permanently change, which I accept - we must all adapt. Nevertheless, some receptionists (likely only one or two) have an absolutely terrible approach. Following surgery that left me immobilized and experiencing severe nerve pain, my initial prescription requests were straightforward. However, when I called to reorder, the receptionist insisted I must physically come in and write a paper prescription, citing a need for documentation. While I understood their reasoning, I questioned why no accommodations existed for patients like myself who cannot easily travel. Despite my previous phone-based prescriptions, she flatly refused assistance. I ultimately arrived at 6:15pm on Monday 31st to complete the paperwork and requested urgent processing due to pain medication depletion. The receptionist was completely unsympathetic, stating it would take three days for signing. Fortunately, someone compassionate expedited the process, and it was ready Wednesday night. I wonder - do they assume patients fabricate stories? While some might, surely professionals can distinguish genuine concerns? Securing appointments for serious conditions has become nearly impossible. I'm consistently directed to online e-consultations, which invariably route me through 111 and back to the surgery in an endless, frustrating cycle. I simply want someone to examine me and address my medical concerns. I acknowledge the doctors and nurses remain outstanding, but certain front desk staff are significantly undermining the surgery's reputation.

Terrible customer service that wasted our time

My spouse has been stuck on hold for nearly an hour. Initially, the automated system indicated he was third in line. How is it possible to remain at position three and still endure such an extended wait? To compound the frustration, the call was ultimately disconnected without resolution.

Unhelpful reception turns medical help into frustration

I reached out to the 111 service and was directed to contact my GP. Upon finally getting through to the reception and explaining that 111 had advised me to call, I was met with dismissive and sarcastic remarks from the receptionist. When I tried to clarify that I was simply following instructions, she quickly attempted to end the conversation. I'm far from a frequent patient who constantly seeks medical attention; in fact, I rarely visit the GP. However, every interaction with this particular surgery has been consistently disappointing. I'm seriously considering changing my healthcare provider. It seems they fail to understand that patients calling their surgery are seeking genuine help and are typically experiencing stressful circumstances. This receptionist apparently believes that responding with sarcastic comments is an appropriate way to handle such situations.

Dangerous healthcare neglect puts patient in critical condition

Absolutely zero genuine medical care provided, impossible to connect with a physician via telephone or face-to-face consultation. My recent health concern was completely disregarded, and now I'm facing urgent surgical intervention due to the imminent threat of sepsis.

Disappointing decline of once great medical practice

I have been a patient at West End Surgery for over three decades and previously appreciated its welcoming atmosphere and personalized care, where meaningful connections with staff were possible. Regrettably, this approach has completely vanished, with Covid seemingly used as a pretext to implement a detached, impersonal system where, if you're fortunate, you might receive a telephone consultation after an excruciatingly long 12-15 week wait. Despite managing a chronic condition, I am unable to secure a face-to-face consultation to discuss and evaluate potential treatment options. The practice has dramatically declined from its previous high standards, significantly impacting patient care. I now feel reduced to nothing more than an anonymous customer, endlessly waiting on hold for a disinterested customer service representative to respond.

Frustrating econsult but great doctor visit

The online consultation proved rather ineffective. However, once I finally secured an in-person appointment with my physician, she swiftly and accurately identified my condition.