West Quay Medical Centre

Great service from welcoming team

Welcoming and pleasant employees who provide a positive customer experience.

Worst medical practice ever terrible service

West Quay's service has been consistently abysmal. Their phone lines are completely unresponsive, with wait times exceeding an hour for a callback, and they flatly declined to complete medical documentation for my elderly mother residing in a care facility. The transfer of her medical records to a nearby practice was an excruciating process that dragged on for more than two months. I attempted three separate times to register as a temporary patient, but they repeatedly confused my married and maiden names. Their overall performance is utterly unacceptable.

Exceptional care and support at medical center

The staff at the reception and nursing station were incredibly supportive during our visit today. They demonstrated remarkable patience, empathy, and a commitment to providing clear, detailed information. Whenever we had a query that couldn't be immediately addressed, the team went out of their way to find the precise answer we needed. Communication was seamless and comfortable throughout our interaction. Our sincere appreciation goes out to them.

Quick care and exceptional medical service

Swift response with same-day physician appointment - truly outstanding

Frustrating healthcare experience at westquay surgery

This medical practice has traditionally been excellent, but what value is there if patients can't reach them? I now understand that Westquay is effectively unavailable to me, which is deeply concerning. We seldom require their services, but current challenges seem insurmountable. Attempting to book appointments through their designated method results in responses like "we're not taking calls" or "we'll only speak to you in urgent situations". While the receptionists appear challenging, I recognize it's not truly their personal fault. The overall atmosphere at Westquay feels like one of crisis, impenetrability, and overwhelming demand. It's evident that the staff themselves are exhausted by the current circumstances. Previously, I found them commendable, but since the pandemic, they've transformed into an impenetrable fortress. Consequently, I've been compelled to seek medical guidance through private consultations, pharmacies, emergency departments, and even leveraging connections with medical professionals. I'm hesitant to self-diagnose, which seems to be their implied preference, and frankly, there's no impression that they genuinely care about patient welfare anymore. One is left wondering about their fundamental purpose.

Westquay medical nightmare with unhelpful staff

I've been banned from Westquay after becoming distressed when my daughter faced a medical emergency. The delays in securing an appointment were frustrating. The head nurse was exceptional and even remarked, "You could have called earlier," to which I responded, "I've been trying repeatedly." By the time the head nurse contacted the relevant ward for my daughter's admission, it was past 5pm, forcing us to go to A&E and causing further delays. My daughter ultimately underwent surgery around midnight, with the surgeon noting how "close" the situation was. Upon returning to Westquay to commend the head nurse and address the unhelpful receptionist from the previous day, I found her dismissive of my distress. After witnessing her harsh treatment of another patient, she instructed me to leave. Instead, I turned to the waiting patients and directly asked if they found the surgery unacceptable, to which they nodded in agreement. The subsequent ban letter claimed I upset patients, but they were actually supporting my perspective. While the head nurse was outstanding in helping me through this traumatic experience, my daughter has since left the practice. Westquay was never easy, but this incident was particularly devastating. Such an "us versus them" attitude typically originates from leadership. Another complainant echoed similar sentiments about the practice's apparent lack of patient care. Despite smart facilities and numerous services, obtaining an appointment remains nearly impossible, with over 100 morning calls going unanswered and constant rejections of appointment availability.

Worst medical scheduling experience ever

You might perish waiting for a response before being informed that no appointments are available. Absolutely abysmal customer service.

Worst medical service ever experienced absolute nightmare

This medical practice is an absolute disaster. You consistently let down your patients. Your front desk staff are patronizing and hostile. They yell at me despite my merely direct communication. They're aggressive because I wanted to lodge a complaint about being deliberately misled regarding my prescription's status. Your complaint resolution strategy is to suggest patients transfer elsewhere! It's ridiculous. You'd prefer losing patients over improving services. Your receptionists become antagonistic the moment they dislike what you're expressing. I never used profanity or raised my voice. They desperately need training in compassion and understanding. When people say 'you', they mean the entire organization. These staff are the company's representatives and they're the most unprofessional, unhelpful individuals I've encountered. Your patients are clearly your lowest priority. Meanwhile, maintaining your luxurious lifestyle seems paramount. The service is utterly reprehensible. Contact me Monday. I'm indifferent. I've already arranged alternative healthcare. Somewhere I won't be treated like a criminal. You all play the victim, claiming 'it wasn't me'. I'm unconcerned about specifics. You collectively represent this surgery. You're collectively responsible. You avoid accountability and blame patients repeatedly inconvenienced. You neglect mentally vulnerable patients, instead inducing panic about medication availability. Wonderful. Thanks for today's emotional breakdown. It was long overdue. Additional note: Gareth Thomas, business manager. Your claimed high street pharmacy changes aren't universal. I've verified. They don't apply to me. You're all incompetent. And accusations of violence and aggression?! Nonsense. I swore once, at the end. It's not my fault your receptionists treat patients like garbage when they dare complain. Attempting to use that as removal justification is laughable. If you were a genuine business, you'd have no business at all.

Terrible service that fails at basic healthcare needs

Utterly insufficient. Incapable of handling basic responsibilities such as timely medication refills. Strongly recommend steering clear of this service if you can.

Dangerous negligence leads to daughter's epilepsy seizure

I've been a loyal patient at West Quay for years, but the past 18 months have been so dire that I'm compelled to share my experience. The level of care has completely deteriorated, with receptionists being abrupt and hostile on the phone, and the on-site pharmacy equally incompetent, seemingly unable to perform basic tasks. Their negligence directly resulted in my disabled daughter experiencing a severe seizure last night. The pharmacy failed to provide a routine repeat prescription, being out of stock for over two weeks without even notifying us. They instructed US to contact every other pharmacy in the area to locate the medication. Desperately seeking the meds, we discovered they were universally unavailable. When told about a higher mg tablet, they couldn't dispense it without a prescription. Returning to the doctor, we were informed they were closing for staff training (hopefully focusing on empathy) and that an emergency doctor would call back. Predictably, no call came. One night without her Epilepsy medication meant my wife and I were awake all night monitoring our daughter after her seizure. They should be thoroughly ashamed. No care, no compassion demonstrated. To add insult, when attempting to call this morning at 8am, I was 38th in the queue. A quick drive by the clinic revealed it completely empty! Utterly unacceptable.

Exceptional nurse makes medical visit truly comfortable

I met with nurse Kerri Jones during my visit, and she was incredibly compassionate and supportive. West quay is fortunate to have such a wonderful professional as part of their staff.

Efficient care and compassionate nurse saves the day

I contacted the clinic early this morning on 19/1/23 requesting an urgent appointment for the same day. Shortly after, at 09:52, nurse practitioner Rachel Dodsworth reached out and scheduled a consultation. Upon arrival, I was seen almost immediately. During the examination, she conducted a comprehensive assessment, prescribed potent antibiotics, and arranged for comprehensive blood tests. She also committed to following up with me tomorrow to check on my condition. The level of care was exceptional, and I'm thoroughly satisfied with my decision to switch to this medical practice.

Terrible customer service at medical centre

Completely impossible to connect with any staff member at this healthcare facility

Frustrating robot service with zero human connection

Every interaction boils down to conversing with an automated system that inevitably disconnects without resolution. The mobile application is utterly useless, offering zero capability to book appointments. This is clearly a dysfunctional setup with absolutely no indication of potential improvements.

Frustrating healthcare experience with impossible appointments

Called early morning to schedule an appointment for the previous two days and was immediately dismissed, this is a recurring issue every time I contact them. Are there actually any physicians employed here? What purpose does this massive, publicly-funded facility serve? It's no surprise people resort to bringing their kids to emergency services when they're left with absolutely no alternative options.

Heartfelt correction of my previous unfair review

I need to rectify my previous unfair 1-star rating for west Quay, as they truly merit a full 5-star review. The medical professionals here are absolutely exceptional - the doctors are incredibly skilled, the nurses are compassionate, and even the receptionist provides outstanding service. Everyone involved demonstrates remarkable dedication. We all have moments of frustration, and I recognize that my earlier harsh assessment was unwarranted. I sincerely hope this correction helps make amends for my previous unfounded criticism.

Terrible medical care that left me completely frustrated

Unquestionably the most abysmal medical practice I've ever experienced. The receptionist behaves with an inflated sense of self-importance, and at least two physicians demonstrate complete indifference towards patient care. This establishment deserves to be completely dismantled and its staff mandated to undergo comprehensive retraining.

Compassionate care from a helpful reception hero

Once more, West Quay Medical Centre has proven to be exceptional. I interacted with a receptionist (whose name I unfortunately didn't catch) who provided incredible support during a challenging moment. I want to express my sincere gratitude for her help today. She truly represents the best of the medical practice's staff. Thank you for your outstanding service.