West Town Surgery

Felt dismissed and unheard at appointment

You feel treated as merely a slot in the schedule or a form to process. There appears to be little genuine concern for your overall health and welfare. This experience has left you feeling hopeless about receiving the support you require.

Felt genuinely listened to and well cared for

I honestly cannot express enough how caring and attentive the clinician was during my visit. They were absolutely fantastic, and the level of care provided was the best I have experienced across all the healthcare professionals I have seen. The thorough approach, detailed explanations, and thoughtful questioning made me feel genuinely comfortable and reassured that I was receiving proper attention and support.

Persistent support through thorough investigation and testing

I recently experienced a persistent cough and went through several investigations including multiple samples, imaging scans, and respiratory function testing, along with a number of antibiotic treatments. Although the cough persisted, my final sample came back negative for infection. I decided to seek a second opinion from a respiratory specialist who identified a post-viral cough, which they explained could take several months to resolve given how long I had been experiencing symptoms. I shared all my medical records and previous treatment plans with this specialist, who expressed considerable satisfaction with the investigations and management I had received from the practice, commenting that the care had been thorough and well-coordinated. I was equally impressed by the practice's commitment to investigating my symptoms comprehensively. Throughout my care, I have consistently received excellent treatment from all members of the team, including the welcoming reception staff, administrative team, clinical practitioners, and clinicians, who have all demonstrated professionalism and attentiveness. I am very grateful for the care I received.

Same-day appointments made booking easy

Excellent practice. We choose to attend this surgery rather than our closest alternative because we can consistently secure an appointment when we call, and the team members are always friendly and supportive. I would strongly encourage anyone seeking a new practice to consider this one.

New patient felt genuinely listened to and supported

I'm a new patient and have just had a wonderful consultation. The clinician was so attentive, thorough and caring, treating me as a person and looking at the whole picture before giving a clear path forward. So refreshing and empowering.

Staff were helpful and genuinely friendly

This is my general practice and I have found the team to be quite helpful and approachable.

Easy to book appointments at this surgery

Switched to this practice two years ago. Have consistently been able to secure appointments without difficulty. The team members are pleasant, courteous, and conduct themselves in a professional manner.

Receptionists helpful, but appointment left me upset

The receptionists at this surgery deserve recognition for being extremely helpful, which is why I would rate them highly. However, my recent appointment experience was disappointing. The locum clinician I saw was dismissive and condescending throughout our telephone consultation. During the call, they made statements about anatomy that I found questionable based on my own knowledge, and when I attempted to explain my symptoms and concerns, they spoke over me rather than listening to what I was saying. When I mentioned that my current painkillers were not providing relief, the response was unhelpful and dismissive. Rather than proactively suggesting alternatives or further investigations, I was told to continue with the same medication despite it being ineffective. I had to specifically request a blood test rather than having this suggested as part of the clinical assessment. The overall tone of the appointment felt combative, and I felt my concerns were not taken seriously. I have seen other clinicians at this practice previously, and while I understand everyone has busy days, this appointment stood out as particularly negative. The interaction left me feeling unheard and frustrated, to the point where I felt compelled to contact NHS 111 for further advice following the appointment. I would recommend this surgery and the other clinicians I have seen there, but I have concerns about returning to this particular practitioner. I also noticed that the clinical notes from this appointment do not accurately reflect what was discussed during our conversation.

Friendly team who really listen to you

Excellent surgery. The clinical staff are fantastic and the wider team are all great as well.

Turned away for being slightly late

I attended an appointment but encountered a couple of issues. When I arrived a short time after my scheduled slot due to parking difficulties, I was not able to be seen and was recorded as absent. Additionally, the practice does not have an on-site cash machine, which meant I needed to have cash available to pay for prescriptions.