West Road Medical Centre

One condition per appointment policy frustrating

Updated April 2024 - The practice now restricts appointments to addressing a single issue only. If you have additional concerns, you're required to book a separate appointment. Given that my initial appointment took three weeks to secure, this policy is particularly frustrating. During my visit, I felt that one healthcare professional showed a lack of understanding regarding one of my conditions and came across as dismissive of my concerns. I have raised this matter with the practice management, though I remain uncertain whether any action will be taken. I am actively seeking alternative healthcare provision. The practice has experienced a significant decline in quality since a previous clinician departed. That individual was notably thorough in conducting physical examinations, whereas another clinician at the practice had previously overlooked a concerning physical symptom. I recently had a telephone consultation during which I was refused pain relief medication and imaging, with the reasoning that such treatments carry addiction risks. This felt particularly dismissive given my medical history and the chronic nature of my pain conditions. The consultation felt rushed and the clinician's manner was curt and unhelpful. I do not feel comfortable recommending this practice to others.

Can't get through on the phone line

Extremely poor service experience. Unable to reach the practice by phone. Spent an extended period on hold before giving up to write this review.

Receptionist struggles made booking an appointment difficult

I wish the reception staff had better communication skills and English language proficiency because I struggled to explain my situation when trying to book an appointment. The only advice I received was to call in the morning at 8am, but when I do call at that time, nobody answers the phone and by the time someone does respond, all the appointments have already been taken. I have been a patient at this practice for many years and I miss my previous doctor and some of the receptionists from that time, as the service was much better then. Currently, I find the standard of care to be quite poor.

Rushed appointment, only one problem allowed

Attended an appointment regarding a respiratory concern, which was attributed to discomfort and I was advised to take a standard pain reliever. The consultation was brief, and when I requested examination of a lump in another area, I was informed there wasn't sufficient time available and that I would need to schedule a separate visit, as only one issue could be addressed per appointment. This approach felt frustrating, and I formed the impression that the practice structure may prioritise appointment frequency over comprehensive care, which I found disappointing.

Dismissive staff didn't address my concerns

I was dissatisfied with the service provided. The treatment I received fell short of expectations. My health concern continues to deteriorate, and I felt that the level of care and attention was inadequate.

Phone queue cuts off mid-call repeatedly

I had a very negative experience at this practice. I found the staff unhelpful and felt they were dismissive. I experienced difficulties when trying to book an appointment, as the call was disconnected and I had to ring back multiple times. I was also dissatisfied with the triage system used at this surgery. I would recommend considering alternative practices.

Long phone wait with no one answering

Called regarding a significant matter, but the phone went unanswered for approximately 7 minutes despite the practice appearing to be staffed.

Impossible to book appointments before eight thirty

Absolutely a waste of time. Unless you call at the earliest opportunity, you cannot secure an appointment, even for a young child. The experience was disappointing and the reception staff appeared inexperienced and lacked understanding of individual circumstances. It felt as though they were following a standard procedure rather than responding to each person's specific needs with genuine care and consideration.

Reception cuts calls when you ask multiple things

The reception staff appear dismissive when patients have multiple concerns to discuss, often ending calls without properly hearing them out. I called several times without getting anywhere, and it felt like the only time anyone took action was during a serious medical emergency. I would suggest the reception team review patient histories before interactions. It seems like standards have declined since previous staff members left. It's frustrating that it takes a life-threatening situation for the service to respond with appropriate urgency.

Long phone wait then hung up on by reception

I spent a considerable amount of time attempting to book an appointment, only to feel dismissed and have my call terminated by reception staff. It appears that feedback shared through reviews highlighting concerns about reception services and appointment accessibility has not been acted upon. I had to rearrange my schedule to accommodate an appointment slot, yet the overall experience was disappointing. It would be beneficial if the practice took patient feedback more seriously and used it as an opportunity to make meaningful improvements to their booking process.

Impossible to book an appointment here

It is extremely difficult to obtain an appointment at this practice. The waiting times are so lengthy that patients may experience significant delays in receiving care.

Friendly staff who genuinely want to help

The reception team are all wonderful. I've had some difficulty with one member of the nursing staff, but aside from that experience, the rest of the team are lovely and genuinely keen to assist.

Couldn't get appointment for five months

I made multiple attempts to arrange an appointment for a skin examination, but was unable to secure one over a five-month period. It appears the practice may lack access to specialist dermatology services, which I found disappointing given the level of service I would have expected.

Long waits and didn't feel heard

The experience was disappointing, with extended wait times and a lack of attentiveness to my needs.

Responsive practice that listens well

I have consistently received excellent responses when engaging with this practice. As a long-standing patient, I am very satisfied with the level of care I have experienced. Thank you to all the staff.

Staff really listened and looked after me

The team here is excellent and they provide wonderful ongoing care. I'm very grateful for their support.

Reception staff made booking appointments unnecessarily difficult

I found this practice to be significantly below my expectations. The reception staff interactions were disappointing and left me feeling unwelcome. I was instructed to call at a specific early morning time to request an appointment, which seemed inefficient given that this same instruction appears to be given to all patients. During my consultation, I felt the clinician was disengaged and did not appear particularly invested in my care. I believe that healthcare professionals have an important duty to patients and should demonstrate genuine commitment to addressing their concerns during appointments. I have concerns about how practices like this reflect on the wider NHS and its ability to deliver quality care. I would encourage others to explore alternative healthcare options and reconsider using this service. The overall experience was unsatisfactory.

Struggled to get an appointment for months

I have been attempting to secure an appointment for an extended period without success, as the practice has indicated they are at capacity.

Receptionists made the difference for me

I have been a patient at this practice for over five decades, and throughout that time the various staff members have consistently provided excellent care. There are two receptionists in particular who stand out for their exceptional helpfulness, professionalism, and compassionate approach. I would like to express my sincere gratitude for the outstanding support they have provided. Thank you.

Impossible to get through on the phone

It has been difficult to get through by telephone and obtaining an appointment has proven challenging. After attempting to access services for an extended period, I am considering switching to a different practice.