West Road Medical Centre

Dismissive care and long waiting times

I would not recommend this practice to others. If you value your wellbeing, I would suggest considering an alternative GP surgery and lodging a complaint with the appropriate regulatory body. As a patient of a certain age, I felt I did not receive the standard of care I expected, with appointments often directed to nursing staff rather than receiving the comprehensive attention I believe I should have received.

Poor communication and concerns repeatedly dismissed

We attended this GP practice on several occasions and found each appointment to be unsatisfactory. Communication was unclear, our concerns were not taken seriously, and despite undergoing urine tests, blood tests, and attending multiple appointments, we were repeatedly told that pregnancy was not present when it subsequently became apparent that it was. We felt the investigation into our situation was inadequate, medication was prescribed without a clear explanation of the diagnosis, and our interactions with staff were dismissive in nature. We left feeling unheard, worried about our safety, and let down by the practice overall. We would not recommend this GP to others and have decided to register with a different practice. This experience was deeply concerning and caused us significant distress.

Felt rushed and not properly listened to

Poor service experience has prompted me to seek care elsewhere. The clinical staff appeared to lack the level of experience I would have expected.

Passed around repeatedly without proper referral

I have been experiencing ongoing difficulties with the management of my skin condition. I am repeatedly being passed between different services, and despite having had this condition for many years, I have not seen any improvement. This situation is adding to the stress of managing my neurodevelopmental needs. Although I always try to be respectful during my interactions, I remain frustrated that I have not yet received the specialist referral I was expecting following a letter from an urgent care centre. Overall, I feel my concerns are not being adequately addressed and the coordination of my care could be significantly better.

Doctors didn't listen to my symptoms properly

The practitioners at this surgery appear to delay providing appropriate care until health issues become significantly worse. While not all staff members fall into this category, as some demonstrate competence, this seems to be a widespread pattern. A recent visit for persistent headaches over an extended period resulted in vague guidance to identify the underlying cause myself, without thorough questioning about my symptoms or proper investigation. During another visit, a condition was verbally acknowledged but documented and treated incorrectly, requiring me to seek alternative care at another facility to resolve the issue. When questioned about this discrepancy, the explanation provided seemed to contradict what had occurred and avoided acknowledging the error. The incorrect prescription issued as a result made the situation feel particularly frustrating. The nursing and reception staff demonstrate professionalism and helpfulness, but the clinical practitioners represent a significant concern. It is difficult to understand why someone would pursue a healthcare career without genuine commitment to patient care and attention to detail. Healthcare involves responsibility for people's wellbeing, and this requires diligence, compassion and professional standards. The current approach leaves me feeling that my health concerns are not being adequately addressed or taken seriously during appointments.

Receptionists won't book appointments over phone

The reception team takes considerable time to respond to calls and frequently directs patients toward using the NHS app rather than assisting with appointment bookings directly.

Online booking system excludes younger patients unfairly

This practice used to be excellent, but the quality seems to be declining. They now require children above a certain age to arrange their own appointments through the online system, which feels like an unhelpful way to manage bookings.

Caring staff made me feel genuinely supported

The medical team, nursing staff, and reception team all demonstrated genuine care and helpfulness. They were also very friendly throughout my visit.

Reception blocked future appointment bookings without explanation

Disappointing experience. I have multiple ongoing health concerns and when I called to arrange an appointment, I was told they no longer book future dates, despite having done so for me previously. This is problematic as I'm unable to call during their standard morning booking time due to personal circumstances. The receptionist's response was unhelpful and dismissive, stating they cannot schedule appointments in advance anymore. Given that I've successfully arranged future appointments here before to manage my health needs, this represents a significant change in service. In my many years as a patient, I have not encountered this approach at other practices. I would caution others considering registering with this surgery, as the level of support and flexibility I've experienced has fallen short of what I would expect from a healthcare provider.

Reception staff avoid booking appointments properly

This practice has proven to be a challenging place to register with. The reception team appears reluctant to facilitate appointment bookings. Rather than consulting existing patient records, they seem to establish duplicate files and overlook prior medical history. I have made multiple attempts to arrange a routine blood test, following guidance from my former practice, and have communicated this clearly. However, due to insufficient familiarity with my records and what appears to be gaps in the receptionists' knowledge—despite presenting themselves as knowledgeable—my requests have not been actioned. Overall, this has been my most difficult and unsatisfactory experience with a healthcare practice.

Door locked, no proper access to building

Why is the entrance to the surgery kept locked? I attended to inquire about my medication today and was informed that I couldn't enter the building and would need to call if I had any questions. I ended up having a conversation through the intercom system. I also feel that the clinical staff don't seem to have much availability for patients. It's concerning to experience what feels like a diminished level of GP service.

Reception staff were dismissive and rude throughout

I felt disrespected by this practice throughout my time as a patient, which was disappointing given that I had always conducted myself respectfully. The staff initially encouraged me to participate in voluntary activities, but when I subsequently attended appointments, I experienced what I perceived as curt and discourteous interactions. This left me feeling let down by the service I received. Due to these experiences, I have decided to request removal from their patient list and seek care elsewhere. This has been the most negative experience I have had with any healthcare practice.

Helpful and friendly reception staff made all the difference

The healthcare assistant at my appointment was lovely and very helpful!

Long waits and unhelpful attitude at reception

This practice was disappointing. Despite arriving early for an appointment, I experienced an unwelcoming attitude from the clinician during my visit.

Reliable appointments made all the difference

Made the switch from my previous practice to my current one, and it's genuinely been one of the best choices I've made. The appointment system works well, the service is dependable, and I have nothing but positive things to say about my experience.

Felt rushed and not properly listened to

The appointment felt hurried and I didn't feel my concerns were properly addressed. I would have appreciated more attention to the reason for my visit.

Respectful help with language barriers at registration

I attended to register as a new patient today and had an excellent experience. Despite having limited fluency in the language, I was met with courtesy and patience throughout the process. The reception staff made me feel welcomed and understood, and I am genuinely appreciative of their kindness and professionalism. It was truly outstanding service that I will not forget.

Staff went above and beyond with wound care

I couldn't express my gratitude enough for the exceptional care I received at the centre. Following a serious accident, I sustained significant injuries and the team went above and beyond to support me. I was in considerable pain, but the staff provided thorough wound care and treatment, and I'm pleased to report that my recovery has progressed remarkably well in the weeks since. I'm truly thankful for their dedication and compassionate approach.

Long waits and poor communication let me down

I am writing this review to express my significant dissatisfaction with the service I received at this medical practice. My experience has fallen well short of expectations, and I feel it is important to share the following concerns: Inadequate Communication Extended Waiting Periods Insufficient Follow-Up Care In summary, my overall experiences at this practice have been predominantly negative. The combination of inadequate communication, extended waiting periods, conduct that fell short of professional standards, care that did not meet my needs, and insufficient follow-up has prompted me to pursue medical attention elsewhere. I trust that the practice will give these concerns due consideration and implement the necessary changes to enhance the experience of future patients.

Poor communication about my health concerns

The medical interpretations provided during my visit fell significantly short of expectations.