Westbourne Medical Centre
Poor! (24 reviews)
Poor! (24 reviews)
Feedback reveals significant and persistent challenges with telephone access and appointment availability that have affected patient care across an extended period. Callers frequently encounter unanswered lines, automated messages indicating full capacity, and call disconnections, creating substantial barriers to reaching the practice. Appointment booking remains problematic, with patients reporting difficulty securing slots even when calling early, lengthy waiting times for callbacks that often yield no availability, and instances where urgent healthcare needs could not be addressed promptly. Reception experience has been inconsistent, with some patients describing unhelpful or dismissive interactions, though communication quality appears variable across contacts.
In contrast, clinical staff have been consistently praised for attentiveness and friendly care provision. Positive feedback also highlights responsive medication processing and efficient digital appointment booking systems where these have functioned effectively. Online registration processes have been noted as straightforward, and some patients report satisfactory experiences with the practice overall.
The disparity between clinical care quality and access barriers suggests systemic issues with telephone systems, appointment scheduling infrastructure, and reception responsiveness rather than clinical capability. These access challenges have created genuine concerns about timely care delivery, particularly for patients with urgent health needs or those managing ongoing medication requirements.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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Feedback reveals significant and persistent challenges with telephone access and appointment availability that have affected patient care across an extended period. Callers frequently encounter unanswered lines, automated messages indicating full capacity, and call disconnections, creating substantial barriers to reaching the practice. Appointment booking remains problematic, with patients reporting difficulty securing slots even when calling early, lengthy waiting times for callbacks that often yield no availability, and instances where urgent healthcare needs could not be addressed promptly. Reception experience has been inconsistent, with some patients describing unhelpful or dismissive interactions, though communication quality appears variable across contacts.
In contrast, clinical staff have been consistently praised for attentiveness and friendly care provision. Positive feedback also highlights responsive medication processing and efficient digital appointment booking systems where these have functioned effectively. Online registration processes have been noted as straightforward, and some patients report satisfactory experiences with the practice overall.
The disparity between clinical care quality and access barriers suggests systemic issues with telephone systems, appointment scheduling infrastructure, and reception responsiveness rather than clinical capability. These access challenges have created genuine concerns about timely care delivery, particularly for patients with urgent health needs or those managing ongoing medication requirements.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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Pam K.
4 years ago
Poor!
Struggling to book appointments and reach reception
This practice has gained a reputation recently, though unfortunately not a positive one. Obtaining a consultation or appointment has become increasingly difficult. The reception team can be unwelcoming and unhelpful, particularly when attempting to reach them by phone. The quality of service at this surgery appears to have declined noticeably in recent times.
Joan M.
4 years ago
Bad!
Phone lines constantly engaged and unresponsive
I attempted to contact the practice on a morning in late April before 10am but found it impossible to reach any staff members by phone. A prescription request had been submitted from a local pharmacy several days prior, but the pharmacy was still awaiting receipt of it so I could obtain necessary medication. I was uncertain how to proceed. When I tried again to reach the practice on another morning in late September at around 8am seeking a prescription, I encountered the same difficulty—the automated message indicated all lines were engaged and suggested calling back later.
Hazel S.
4 years ago
Bad!
Impossible to reach by phone
Getting through to this practice by telephone is extremely difficult. Calls consistently go unanswered, with an automated message indicating that all lines are busy, followed by the call disconnecting. This is a frustrating experience when trying to reach the surgery.
P2m1 P.
5 years ago
Bad!
Phone lines impossible to get through on
It's mid-afternoon on a weekday and the staff didn't arrive until much later. Honestly, I found this to be a disappointing experience at this GP practice. I felt that my initial assessment was not accurate, and this went unresolved for several years. Additionally, the telephone service has been very difficult to use. Currently, I'm trying to get clarification about medication I've been taking for an extended period, as the practice suddenly became unavailable and I've been unable to reach them due to what I perceive as unreliable communication systems.