West Road Medical Centre

Phone lines don't open when surgery claims they do

The service experience was disappointing. While the surgery indicates it opens at 7am according to staff, phone lines are not answered until 08:30. An appointment was scheduled approximately six weeks in advance, but no confirmation or reminder communication was provided. On the appointment day, multiple attempts to call from 07:30am to confirm the exact appointment time went unanswered. Upon arriving at reception at 08:50am, we were informed the appointment had been at 08:30am and were turned away without the receptionist checking whether the clinician was available to see us. It would be beneficial if the practice ensured phone lines were staffed during stated opening hours.

Reception staff were dismissive and unhelpful

The team at this practice demonstrated a manner that felt unwelcoming and dismissive, with an overall attitude that was unhelpful and appeared disengaged.

Phone lines constantly busy for emergencies

The practice has significant issues with appointment availability and urgent care services. When requesting emergency slots, staff advise calling at the start of the day, however the telephone lines are frequently unavailable during these times. There is a clear need for improvement in service delivery and accessibility.

Couldn't get through on the phone

Absolutely Horrible! I spent three hours calling from morning onwards trying to secure an appointment, making continuous attempts and rearranging my schedule to prioritize getting seen. In the end, I made the journey to the practice in person, only to be told they were unable to assist me. I would not recommend this service based on my experience.

Staff went above and beyond with app access help

I have experienced some difficulties accessing the digital health platform due to age-related restrictions. This prevented me from managing repeat prescriptions and retrieving certain health-related information I needed. As a result, I contacted the practice on two separate occasions. On both occasions, I spoke with a member of staff who listened carefully to the problems I was experiencing and understood what I needed. They worked to find a solution for me. I am now able to manage my family member's monthly prescriptions without difficulty and have obtained the health information I required. For personal reasons I have discussed with the staff member, this assistance has been particularly meaningful to me and my family member, extending beyond what might typically be expected. I am genuinely grateful for the support provided by the practice team. The staff member's willingness to go the extra mile to help us has been truly excellent. I have been a patient at this practice for many years and have consistently had a positive experience. I would not consider changing practices as I have never encountered any issues.

Reception staff could be more polite

Some of the staff members can be quite impolite, and one particular clinician was particularly rude and difficult to deal with. However, the digital support staff member was excellent and provided very helpful assistance.

Reception gatekeeping made appointment access difficult

When you call to book an appointment, you end up having to describe your medical concern and the reason for your visit to the reception staff. The reception team then determines whether you'll receive a callback from a nurse. It might be worth the practice considering what the proper process for assessing appointment urgency should involve.

Phone lines impossible to get through on

It has been difficult to reach the practice by telephone. When contact is eventually made after several hours of trying over multiple days, the response is to call back during morning hours. The staff interactions have felt dismissive, with little effort to understand the presenting concern or offer guidance. Instead, the standard direction given is to attend the walk-in centre. This creates confusion about the purpose of having a registered practice if alternative services are consistently recommended. The walk-in centre, in turn, suggests returning to the GP, yet appointments are infrequent and unpredictable, with calls coming through at random times without advance notice. Follow-up advice typically involves waiting a week before contacting the practice again, regardless of whether the issue has improved.

Staff always greet you with a smile

Excellent GP practice with a pleasant team. The staff members are consistently friendly and approachable, always greeting patients with a welcoming attitude.

Couldn't get appointment after months of calling

This surgery has been a disappointing experience. I attempted to book an appointment multiple times over several months without success. Since registering here, I have found the staff unhelpful and experienced lengthy waiting times. The consultations felt rushed and inadequate for my needs. I became increasingly frustrated with the service. When I switched to another practice, I was able to secure an appointment promptly and received a more thorough assessment, including blood tests without needing to request them. The care at my new surgery has been significantly better, and I feel my health has benefited from the change. Despite being registered at my previous surgery for a considerable period, the ongoing issues meant I could no longer continue there.

Reception staff attitude needs improvement

I attended a scheduled appointment at the practice but was asked to leave as cleaning was taking place. While I understand the circumstances, I felt the manner in which I was asked to leave was discourteous. This is the third occasion on which I have observed what I perceived to be inconsistent treatment of patients from certain ethnic backgrounds, which has prompted me to share my concerns about the experience I received.

Hard to book appointments here

The appointment availability at this practice has been disappointing, with most enquiries resulting in a recommendation to attend the walk-in centre instead. This is a significant step down from my previous practice, though I have since relocated to a different area. When I recently attempted to book an appointment, I was informed that the next available slot was several weeks away and was again directed to the walk-in centre. It feels frustrating to be registered with a GP practice when accessing appointments proves so difficult.

Friendly team but the surgery felt crowded

The staff and medical professionals were approachable and welcoming, though the practice felt quite busy and overcrowded.

Couldn't get through on the phone

The service has deteriorated significantly.

Staff were helpful and responsive

Excellent team and positive experience overall.

Reception staff unhelpful and inconsistent with appointments

I have been a patient here since 1991 and have always found the doctors and staff to be excellent. However, since the reception team changed, I have found them to be unhelpful, which has been frustrating. I still have positive regard for all the doctors. On several occasions, I have witnessed elderly patients requesting emergency appointments only to be told none are available, yet appointments do seem to exist. There appears to be an inconsistency in how punctuality is treated—patients arriving five minutes late are told they are late, yet patients are regularly asked to wait considerably longer, sometimes up to an hour or more. We have never complained about this, but when I attended feeling unwell and was directed to attend elsewhere instead, I felt disappointed that I could not be seen. This has left me feeling let down by the service.

Busy practice with language barriers affecting service

The practice is very busy due to its location, and staff are frequently occupied managing patients with varying levels of English language proficiency, which can affect their energy levels.

Friendly reception and welcoming atmosphere

I have been a patient at this practice for many years. The service has been excellent, the reception team is welcoming, and the staff are wonderful.

Reception handled complaint professionally and helpfully

Overall, the practice has been good, but there was one particular experience that was disappointing. My partner attended while pregnant and was consistently scheduled to see the same female clinician. During my visit for a baby check-up, I found the appointment uncomfortable—the room was very cold due to an open window during snowy weather, and we were asked to remove all of the baby's clothing for weighing, which seemed unnecessary. More concerning was my partner's recent visit when she attended with a widespread rash. Rather than addressing her medical concern, the clinician made comments about her personal wellbeing and suggested she was unhappy with her work situation, which felt inappropriate and unprofessional during a medical appointment. I felt this reflected poorly on the clinician's demeanor and approach to patient care. I contacted the practice to raise my concerns, and the receptionist was helpful and sympathetic, noting on the records that we would prefer not to be seen by this particular clinician in future.

Long-term patient with consistently reliable care

I have been attending this practice for more than 15 years and have consistently had no complaints to make. The team members have always been excellent, and I am very satisfied with the care provided.