West View Millenium Surgery

Reception staff dismissive when explaining appointment unavailability

I feel this practice should reconsider its operations due to what I experienced as poor service. I attempted multiple times to secure an appointment shortly before the festive period and was informed that no appointments were available. When I visited the surgery in person on a Tuesday in January, I was again told that appointments were not being offered, despite observing the waiting area appeared to have several patients present. Given my health concerns, which I believe are significant and deteriorating, I found the reception staff's response unhelpful and felt their manner was dismissive. In my view, this is among the least satisfactory practices I have encountered, and I believe the service warrants serious review. I am making arrangements to transfer my care and my son's care elsewhere. I question the value of a medical practice that does not appear to prioritise patient care and support.

Helpful staff and knowledgeable doctors

The reception staff are helpful and the clinical team demonstrate good expertise.

Surgery left me waiting months without help

Experienced prolonged discomfort without being able to secure an appointment or receive assistance through online consultation services, resulting in a decline in overall wellbeing at this practice.

Felt ignored during the entire appointment

I attended an appointment at the local surgery. When I was called in to see the clinician, I found them working at their computer. During the ten minutes I spent in the consultation room, they remained focused on their screen and did not make eye contact with me or pause their computer work. I felt this lack of engagement was disrespectful and made me feel ignored during my visit.

Long waits despite strict lateness policies

Throughout the past couple of years, I've consistently experienced lengthy waits exceeding 45 minutes at nearly every visit due to the practice running behind schedule, despite the fact that patients arriving even slightly late are recorded as non-attendances. On one occasion, I was required to wait in a crowded waiting area filled with unwell individuals for over an hour while accompanying a very young child. Additionally, the two-week appointment booking system appears to be quite problematic.

Poor communication and ignored callback requests

I would not suggest this practice to others. From what I've experienced, there appear to be significant gaps in how they communicate with patients, and they seem to apply rigid procedures that could negatively affect people's care. I've felt abandoned throughout this process, and requests for callbacks have not been followed up on by the management team. Despite my attempts to reach out, I haven't received any contact from the practice, and I've had to pursue them repeatedly. It's fortunate I've discovered this before committing to the practice. Based on how prospective patients are being handled, I would expect the standard of support for existing patients to be similarly concerning. I have previously requested on two separate occasions that my transfer application be withdrawn, and I remain unconvinced about this practice's ability to provide the care I need. I am formally requesting once more that my transfer application be cancelled. I do not wish to become a patient at this practice. I have now been waiting over two weeks for a response from the management team regarding my request. Multiple messages have been sent to them, but they have not been acknowledged or actioned.

Couldn't get urgent appointment despite multiple calls

I am very disappointed with the service at this surgery. I attempted several times to arrange an appointment for a family member who required urgent medical attention, but I was unable to obtain one. Even after emergency services became involved and communicated with the clinical team to emphasise the seriousness of the situation, no appointment was provided. I found it difficult to understand why we experienced such delays given the apparent urgency of the need. I made multiple calls to the practice, but the matter remained unresolved. This experience has been extremely frustrating and worrying.

Easy appointments and genuinely helpful staff

I have been a patient at this practice for more than two decades and have no intention of changing. Appointments are readily available without having to endure lengthy telephone queues, and the team members are consistently pleasant and supportive, demonstrating a genuine commitment to assisting patients. The online consultation service is excellent, often providing responses in under an hour. I find that most of the clinicians are competent and detailed in their approach, and the nurse-led practitioners are particularly impressive.

Impossible to book an appointment here

Extremely disappointing! I would have rated this much lower if possible! I have recently moved to the area and have ongoing health concerns. I attempted to register at this practice but was informed that registration could not be completed without an initial appointment. I was advised that available appointments were not for another two weeks. When I enquired about booking an appointment beyond that timeframe, I was told this was not an option and that I would need to contact the practice repeatedly to secure an appointment. This has been the most frustrating experience I have had with a medical practice. The approach to patient registration and appointment availability seems unnecessarily restrictive and unwelcoming.

Friendly staff who really listen

Excellent practice with caring and welcoming team members.

Long waits despite arriving on time

Would give zero stars. The service is shocking. Every time I attend an appointment, I arrive on time but still have to wait a minimum of 30 minutes after my scheduled slot. It is absolutely unacceptable.

Receptionists really helped get me seen

Outstanding medical practice in the north east region. The reception team makes genuine efforts to arrange appointments promptly. The clinical staff are excellent. They efficiently direct patients to appropriate specialist care when needed. I have been a patient here from the very beginning and would not consider switching to another practice. Medication refills are processed remarkably quickly and efficiently. Thank you to all the doctors, nursing staff, receptionists, cleaning team and everyone else who contributes to the practice. 🌸

Receptionist refused to process prescription refill

The receptionist on the prescription line suggested that my medication usage had been too frequent and did not process or submit my pharmacy order despite my explanation that my supply had been depleted. I am now without my medication and the practice is unavailable until the following week.

Couldn't get an appointment when needed

Have been registered at this practice for a couple of years following a relocation from another local surgery. Had not required any visits until recently. Finding it difficult to secure an appointment and being directed towards urgent care services or online consultations instead. Very disappointing experience. What patients really need is the ability to speak with a clinician directly. Feels like a waste of time.

Staff were helpful and approachable

The medical professionals and team members here are competent and I have no complaints about them.

Helpful staff made the visit worthwhile

Excellent service with consistently supportive staff members.

Friendly reception made the visit pleasant

The team here were welcoming and provided excellent care throughout my visit.

Difficult to book appointments but staff do well

Had no issues with the clinical staff I see here. Getting an appointment quickly can be challenging, but there are many patients needing to be seen. They're not perfect, but they do their job well.

Friendly reception made all the difference

No complaints whatsoever.

Dismissive approach when discussing bereavement concerns

The clinician I saw was dismissive, lacked empathy and seemed unwilling to listen. I attended seeking support following a bereavement. They referenced my previous medical history and questioned what had changed from my past circumstances, rather than addressing my current concerns. I found the appointment unhelpful and was disappointed with the approach taken.