Living Well Partnership - West End Surgery

Exceptional healthcare team delivers outstanding patient care

I consider myself fortunate to be a patient at this medical practice. The entire team, from physicians to administrative personnel, demonstrates exceptional professionalism and delivers outstanding care, even amidst the current difficulties we're experiencing.

Terrible healthcare service draining patients hope

Finally secured a doctor's appointment after an excruciatingly long 8-week wait for my rash and ear issues, only to be told my ears have wax and Specsavers could remove it for a "small" fee... Checking their website revealed a shocking £55 charge!!!! I understand doctors are well-compensated, but £55 is anything but a small amount... another essential service stripped away by this increasingly dysfunctional practice. I'd call to complain, but with wait times exceeding an hour for someone to answer, I'm essentially stuck... so back to filing an e-consult and anticipating another ridiculous wait while arguing about the impossibility of photographing my ear's interior. I cannot emphasize enough how dramatically this surgery has deteriorated. Patients now face interrogation before entry, with just one receptionist, five chairs, and bizarrely no other patients. Previously, this was a bustling medical center full of activity and staff. The current service is worse than any I've encountered - and I've survived notorious experiences with British Gas and British Rail in their worst periods. Approach this practice with extreme caution.

Trusted healthcare for decades with westend surgery

Throughout my 26-year relationship with westend surgery, I've consistently received exceptional guidance and care. They've always been incredibly accommodating, and no request is ever too challenging for them to handle.

Quick and helpful medical response

After previously expressing dissatisfaction with their service, I'm pleased to report that I submitted an online consultation yesterday morning and received a detailed, thorough email with medical advice and treatment recommendations within just six hours. Exceptional service. Much appreciated.

Compassionate care during challenging covid times

I delayed reaching out until later in the day, which resulted in a lengthy 25-minute wait (during the Covid 2nd wave period), but was pleasantly surprised by the professional and compassionate approach from both the receptionist and Dr Street. The consultation involved comprehensive questioning, and they were remarkably understanding and non-critical about my apprehensions regarding antibiotics and visiting the clinic. The doctor promptly transmitted the prescription request directly to my local pharmacy, enabling me to collect my medication almost immediately. I'm feeling significantly more at ease, having been in discomfort and feeling somewhat vulnerable. My sincere appreciation goes to Moorgreen Surgery :)

Terrible experience with surgery and medical staff

I am utterly dismayed by every aspect of this surgical experience, spanning from the front desk staff all the way to the medical professionals involved.

Compassionate care that truly made a difference

The compassion and support provided during my surgical experience were truly remarkable. The medical team demonstrated extraordinary dedication, guiding me through challenging moments with unwavering commitment. Their exceptional approach has left an indelible mark of gratitude in my heart.

Terrible service and endless phone wait times

Getting medical assistance from this surgery is a complete nightmare. Last week, I endured a 45-minute wait just to have my call dropped, followed by another 25-minute wait before finally reaching someone. Scheduling blood tests or securing a doctor's consultation is practically unachievable. This morning, I wasted another 15 minutes on hold, only to have the call abruptly disconnected, forcing me to restart the entire frustrating process.

Exceptional healthcare with compassionate and professional staff

I have absolutely no complaints about this medical practice. The entire medical team has been exceptional throughout all of my visits. The nursing staff has been wonderfully understanding and compassionate while administering my children's vaccinations. I typically interact with Olivia Rodriguez, who consistently demonstrates professionalism, empathy, and thorough attention to detail. Nicki is extraordinary when drawing blood - her technique is incredibly gentle, and she displays remarkable patience with anxious patients. I understand the phone lines can get congested, but that doesn't faze me at all, especially considering we're navigating a global health crisis. Whenever I reach out, the front desk staff are consistently warm and supportive. I'm truly impressed with this facility, and the recent renovation looks spectacular.

Frustrating experience with unresponsive medical staff

Typically, I support this medical practice as they've been overwhelmed during the pandemic and are making genuine efforts. However, when you're forced to contact them and endure a 20-minute wait, only to have someone abruptly answer and then immediately hang up, disconnecting the call, it becomes unacceptable. Such behavior is unprofessional and embarrassing for a general practitioner's office.

Caring surgery helps family through medical challenges

As someone not registered at this practice but acting as a contact for my mother, I feel compelled to share an exceptional experience. The reception staff consistently demonstrate remarkable professionalism, offering unwavering assistance with every medical care inquiry. They are invariably courteous, attentive, and genuinely committed to helping. Dr Smallwood recently conducted my mother's medication review via telephone, adapting to current pandemic circumstances. Her communication was exemplary - she was thoroughly informative, articulate, and most importantly, she listened carefully to my concerns. Her explanations were clear and straightforward, enabling me to effectively communicate complex medical information to my 94-year-old mother. The surgery's approach has been instrumental in supporting my mother's independence. The online patient access system has been particularly beneficial, allowing us to manage her healthcare remotely, which is crucial given that we live approximately 4 miles away and are registered with a different practice. This convenience has been invaluable during the current health crisis. I cannot emphasize enough how grateful we are for the outstanding service provided. This review is a heartfelt expression of appreciation for all the staff's dedicated efforts.

Terrible healthcare with zero customer service

Complete disaster, it's impossible to make contact and when you're waiting at the clinic, the phone just keeps ringing with no response. I'm definitely switching healthcare providers immediately.

Excellent care and professional medical service

Regarding my spouse's appointment at this medical facility today, she was impressed by the doctors' professionalism, quick service, and clear communication. The staff's approach left her thoroughly satisfied with her overall experience.

Terrible phone service and impossible to book appointments

Attempting to schedule an appointment is a constant struggle. The phone lines are perpetually jammed, and even when you finally connect, all available slots have vanished. The staff consistently suggests calling back in the morning to book open appointments, but that's a complete joke - they never pick up. My husband has been attempting to reach them for three weeks, and I'm thoroughly unimpressed with their abysmal customer service.

Compassionate care during our most challenging moments

This surgical experience has been incredible! My family and I have been enduring a challenging period. The doctors have been exceptional, and the reception staff have provided remarkable support. Sally, in particular, deserves special recognition!! We are grateful for your phenomenal team and the continued assistance we require! Xxx

Compassionate medical team exceeded all my expectations

As a U.S. citizen seeking medical support, I've found this team to be incredibly compassionate and streamlined in their approach. I deeply appreciate the reassuring care they've provided.

Caring staff help resolve patient's medical practice concerns

The medical professionals and nursing team are commendable, and the reception area has significantly enhanced its service - Sally is exceptional. Following the submission of a complaint letter, I engaged in a constructive dialogue with Cheryl, the Practice Manager, which has alleviated my previous concerns. I appreciate their responsiveness.

Worst medical practice ever with zero communication

Getting in touch with this surgery is virtually impossible - nobody ever picks up the phone. The staff's organizational skills are abysmal. A straightforward referral to an orthopaedic specialist dragged on for months because they failed to measure my weight and blood pressure during my in-person visit. More than a week after a brief 2-minute consultation, I was informed they couldn't process the referral without these basic measurements. They then insisted I schedule a separate appointment just to have my weight and blood pressure checked, which took an additional 3 weeks! They refused to accept this information over the phone or during a quick drop-in, despite it being a task that takes mere minutes. As a nurse at UHS, I've never encountered such incredibly inefficient systems. Moreover, my family members have experienced similar frustrations, essentially having to plead for assistance and being consistently ignored. The doctors themselves even suggested going private if we wanted any meaningful action taken!

Terrible healthcare experience with unhelpful medical staff

Steer clear. The physicians are passable - assuming you can actually secure an appointment - but it's been an extended period since I've managed to see a doctor, and I've ultimately abandoned hope. The personnel are dismissive, impolite, and indifferent.

Compassionate care for me and my newborn baby

I've consistently been able to secure medical appointments whenever necessary. The practice has been incredibly understanding, particularly regarding my infant's needs. My physician demonstrates genuine compassion and appears truly invested in my well-being. The front desk staff have consistently been welcoming and efficient. While I've attempted to use their telephone service occasionally, I've discovered that arriving early in the morning yields the most prompt results.