Westbourne Medical Centre

Reception didn't follow up on missed calls

I attempted to book appointments, but I did not receive any contact from the practice. I had to call reception myself. When I inquired about this, I was told that the practice had tried to reach me twice, but I did not answer those calls. However, I did not receive any further attempts to contact me after that.

Caring staff who actually listen to you

I have no complaints about this practice whatsoever. I am able to obtain appointments without difficulty, and I find the entire team to be genuinely compassionate and attentive.

Impossible to get appointments or medication

If I could put zero stars I would. Absolutely appalling experience at this practice. I have been a patient here since birth, but I have reached my limit and will definitely be switching to a different surgery. This practice is a complete letdown. It is extremely difficult to secure appointments, and I have been unable to speak with a clinician regarding my medication needs for an extended period. I am concerned that the current situation at this practice could potentially have serious consequences for a patient's health.

Easy to book appointments through the app

I'm very pleased with the high-quality care provided and the convenient way I was able to schedule my appointment using the available digital platforms.

Helpful staff but the reception desk bell system frustrates

I have been attending this practice for a considerable time and have consistently had positive experiences. The clinical staff demonstrate attentiveness and friendliness, and have shown particular care when treating my family members. The waiting area is well-sized and features helpful information displayed on various boards. One minor aspect I found less convenient is the absence of a receptionist stationed at the front desk, requiring visitors to use a bell to summon assistance, which occasionally results in a noticeable delay. Additionally, the self check-in system is not always operational. I found the online registration process for my newborn straightforward and efficient, with approval confirmation arriving within a couple of days.

Appointment changed without proper communication

Excellent clinical staff, but the appointment system needs improvement. I booked a face-to-face consultation, but received a text message the day before stating it had been changed to a telephone appointment. On the day of the appointment, after waiting for a call that never came, I contacted the surgery and was told I should have attended in person. This resulted in my appointment being marked as missed, and I was made to feel responsible for following the text message notification. I had to arrange another appointment. This experience felt disorganised and inefficient.

Dismissive and unhelpful appointment experience

The service was disappointing. The healthcare professional came across as condescending and appeared unwilling to provide assistance. Their demeanor seemed frustrated, and they declined to offer support.

Reception staff were dismissive and unhelpful throughout

I had a deeply disappointing experience attempting to register at this practice after relocating from Scotland to Middlesbrough. During the registration process, I encountered what felt like insensitive treatment regarding my previous location, with repeated comments about the administrative burden of transferring medical records. As I was dealing with a significant health concern requiring prompt attention, being asked to wait three weeks for registration was frustrating. When I followed up during that third week, I was informed the practice had decided not to proceed with my registration, citing catchment area restrictions. I felt there was a misrepresentation of the situation, as I had clearly expressed my preference to register there due to its convenient location near my workplace. This decision has meant starting the registration process elsewhere, resulting in another three-week delay during a period when my health has deteriorated. Additionally, when I needed out-of-hours support, I was unable to access it without an active GP registration. The interactions with reception staff throughout this process felt dismissive and unhelpful. I would encourage others seeking reliable medical care to consider alternative practices, as my overall experience fell significantly short of what I would expect from a professional healthcare setting.

Receptionist ensured urgent prescription processed quickly

My child needed medication prior to a hospital procedure and I contacted the practice about it. The receptionist assured me it would be prioritised and it was processed the same day. The following day, the receptionist called to confirm it had been completed. I was very appreciative of how quickly this was handled.

GP failed to reach back when son needed urgent care

My child has been experiencing episodes of breathing difficulties. Following a call to emergency services and subsequent assessment at the hospital, I was advised to contact my GP the next day regarding a potential prescription for respiratory medication. I called my GP at 8am and was informed that no appointments were available, and was asked to call back by 1:30pm. When I called again at that time, I was told a clinician would contact me before 6pm. At approximately 4:11pm, I received a call, but it disconnected as I was answering. When I called back to explain what had happened, I was told I would need to book another appointment. I found this experience frustrating and felt concerned about the level of responsiveness to my child's health needs. I felt that the situation could have been handled more effectively, and I was disappointed by what seemed like a lack of urgency given my child's age and medical situation. I remain hopeful that my child will recover well.

Phone queue system making appointments impossible

I have been attempting to reach the surgery by phone for several days, calling at the earliest opportunity each morning. When I finally secured a telephone appointment slot in the early afternoon, I was informed that assistance could not be provided and was asked to try again the following day. This pattern has repeated multiple times, and I am extremely concerned about my health situation. Despite being a long-standing patient at this practice, I felt my request for medical support was dismissed when I explained how urgently I needed help. I was simply told to contact the surgery again tomorrow. I am very dissatisfied with the level of service I have received and believe the practice's standards have declined significantly. I intend to lodge a formal complaint and have requested that the relevant health authorities conduct an inspection, as I feel the current staffing situation is contributing to these problems.

Reception dismissed concerns and suggested pharmacy instead

I have an eye infection and my partner called to arrange an appointment since I struggle with phone anxiety. During the call, the clinician disconnected without having a conversation, and when my partner rang back to inform reception of what happened, they disputed his account of events. My partner has evidence on his phone showing the call was ended first and that there was only one incoming call, contrary to what reception suggested. The receptionist advised trying again the following day, or alternatively visiting a pharmacy to purchase eye drops without a professional assessment. As I have work commitments and my eye is visibly inflamed and swollen, I now feel pressured into using over-the-counter drops and risk potential complications. I'm frustrated that I could have self-treated from the outset rather than seeking guidance that ultimately led to this situation. I've experienced significant anxiety about contacting the practice, but this experience has reinforced my concerns that the surgery lacks genuine care and responsiveness. The interactions felt dismissive and impersonal, as though the staff were simply going through motions rather than providing compassionate support.

Impossible to book appointments for baby

Attempting to secure an appointment for my child proved extremely difficult, resulting in three hospital visits within a week. The practice should consider whether it is able to meet patient needs effectively.

Long phone waits and repeated disconnections frustrate

I have been attempting to contact the surgery since the emergency lines closed. It is now mid-afternoon and I remain on hold trying to secure an appointment and resolve an issue with accessing my medications through the app. The pharmacy indicated they would facilitate this so I could place orders, however I am unable to do so. There appears to be inconsistency in the information I have received, and I have been disconnected multiple times during my attempts to reach someone. This experience has been frustrating.

Impossible to reach by phone or book

It is extremely challenging to secure an appointment at this practice. Telephone calls typically involve lengthy wait times exceeding twenty minutes, and multiple attempts are often necessary before reaching someone. The reception area appears understaffed, making it difficult to connect with anyone by phone. I would recommend considering alternative practices if possible, or exploring other options if you are currently registered here. The overall appointment booking system requires significant improvement.

Impossible to get through on the phone

The phone lines are frequently difficult to reach and appointment wait times are quite lengthy, which has made me consider switching to a different practice.

Impossible to book an appointment here

The practice appears to have significant availability issues. Appointments seem difficult to secure, as the surgery frequently indicates they are fully booked even when calling early. The suggested callback times do not appear to result in available slots, as the practice is often already fully booked by then. This creates a frustrating experience and raises concerns about accessibility to care.

Hard to get through on the phone sometimes

Overall a positive experience, though there are occasional challenges when trying to reach the practice by telephone.

Couldn't get through on the phone

Disappointing healthcare facility.

Impossible to reach by phone in mornings

It was very difficult to reach the practice during morning hours, with only a pre-recorded message available. When contact was eventually made, I was informed that no appointments were available and was advised to call back later in the afternoon. Additionally, I noted that there appeared to be limited staffing levels at the time.