Living Well Partnership - West End Surgery
Poor! (85 reviews)
Poor! (85 reviews)
Patient feedback reveals a starkly divided experience at this practice. Medical professionals, including doctors and nursing staff, consistently receive praise for their clinical competence, compassion, and thorough care. However, significant operational challenges substantially undermine the overall service. Appointment access remains a persistent problem, with patients reporting lengthy waits, difficulty reaching the practice by phone, and frustration with the online booking system. Reception staff performance is inconsistent, ranging from exceptionally helpful and welcoming to dismissive and unhelpful, creating an unpredictable experience for patients seeking support.
Communication and responsiveness present ongoing concerns. Patients describe delayed responses to online consultations, extended hold times on phone lines, and administrative inefficiencies affecting prescription processing and medical record transfers. The introduction of new systems and recent organisational changes have been associated with perceived service deterioration. Some patients note that while individual clinical encounters are positive, the broader booking experience and accessibility barriers make it difficult to access care when needed.
Despite these challenges, several patients report improved experiences following complaints or recent interactions, suggesting the practice can respond positively to feedback. The contrast between clinical quality and operational delivery indicates that systemic improvements in appointment availability, phone line responsiveness, and administrative processes could significantly enhance patient satisfaction and confidence in the service.
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Patient feedback reveals a starkly divided experience at this practice. Medical professionals, including doctors and nursing staff, consistently receive praise for their clinical competence, compassion, and thorough care. However, significant operational challenges substantially undermine the overall service. Appointment access remains a persistent problem, with patients reporting lengthy waits, difficulty reaching the practice by phone, and frustration with the online booking system. Reception staff performance is inconsistent, ranging from exceptionally helpful and welcoming to dismissive and unhelpful, creating an unpredictable experience for patients seeking support.
Communication and responsiveness present ongoing concerns. Patients describe delayed responses to online consultations, extended hold times on phone lines, and administrative inefficiencies affecting prescription processing and medical record transfers. The introduction of new systems and recent organisational changes have been associated with perceived service deterioration. Some patients note that while individual clinical encounters are positive, the broader booking experience and accessibility barriers make it difficult to access care when needed.
Despite these challenges, several patients report improved experiences following complaints or recent interactions, suggesting the practice can respond positively to feedback. The contrast between clinical quality and operational delivery indicates that systemic improvements in appointment availability, phone line responsiveness, and administrative processes could significantly enhance patient satisfaction and confidence in the service.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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Kirsty C.
7 years ago
Bad!
Horrible wait and terrible staff destroyed my day
I departed in tears after enduring a grueling 90-minute wait, with my toddler still not having seen a doctor, thanks to the utterly unprofessional and heartless receptionist with brown hair and spectacles who deserves to be fired. Her behavior was so callous that she reduced me to tears. The medical practice is absolutely appalling.
Amy B.
7 years ago
Great!
Caring doctor and helpful staff save the day
Dr Smallwood has been my primary care physician for years, understanding my intricate medical situation, and the practice's front desk staff, particularly Sally, are generally accommodating. The online consultation system typically functions smoothly. However, there can be considerable delays when trying to reach the office by phone.
Carolina (.
7 years ago
Bad!
Terrible service and unhelpful medical staff
The front desk staff displayed a complete lack of professionalism. I spent an entire hour attempting to reach them by phone without success. When I finally showed up in person, they still refused to schedule an urgent appointment for my infant, showing a total disregard for my child's medical needs.
Karen W.
7 years ago
Bad!
Rude receptionists ruin healthcare experience
The medical staff are genuinely caring, but navigating past the hostile front desk personnel is a major deterrent. Their condescending attitude and dismissive behavior make me reluctant to seek medical care unless absolutely necessary. It's unacceptable to be treated with such disrespect and contempt by someone whose job is supposed to be customer service.
Malcolm C.
8 years ago
Excellent!
Exceptional healthcare with compassionate and attentive staff
Throughout our decade-long relationship with this medical practice, interrupted by a move but now reunited, we've consistently experienced exceptional care. I can genuinely affirm that we've never encountered anything less than stellar treatment. The receptionists are meticulously thorough, asking probing questions to ensure patients are routed to the most appropriate healthcare professional - whether that's a specific doctor matching your medical needs or a nurse. Each physician here combines general practice expertise with specialized medical knowledge, guaranteeing optimal treatment. My personal background as a medical training participant - having served as a human practice model while my daughter pursued her GP training - provides additional insight into quality healthcare. We're fortunate to have such an outstanding practice at West End. I recommend examining other surgery reviews, and I'm confident you'll reach the same positive conclusion we have.