Westbourne Medical Group

Generally excellent practice but mental health support disappointing

I have to say in general I rate this practice as the best I've been to. The clinicians here are wonderful. Every time I've seen them, they have listened and resolved every issue I've had. They really give you faith that some healthcare professionals actually care and I won't see anyone else now. A credit to the practice and the profession as a whole, not to mention approachable and lovely people. However, I had an unfortunate experience with a member of the mental health team today. I found the interaction quite disappointing. I had an appointment that was cancelled without prior notification, and when I eventually did speak with this person, I wish I hadn't. During our conversation, I felt the approach was dismissive, condescending and lacked empathy. I felt talked over and not properly heard. I left feeling quite upset and shocked by the experience. I would like to raise this concern with the practice management, as I believe this type of interaction is not appropriate for someone working in mental health support. I feel this experience may affect how other patients engage with the service, and I intend to lodge a formal complaint about what happened. Normally I would rate this as a five-star practice, but today's experience has significantly lowered my overall assessment. I would welcome the opportunity to discuss this matter further with management to understand how such situations can be prevented in future.

Impossible to book morning appointments here

It is extremely difficult to secure an appointment at this practice. The limited availability of appointment slots, particularly the restricted scheduling options, makes accessing care very challenging. The overall experience has been frustrating.

Practice takes time with elderly patients

My family has been attending this practice for many years. The service has consistently been excellent, with healthcare professionals demonstrating kindness and empathy. Additional time is always made available for my older relative who has ongoing health concerns.

Long-term patient receives helpful home visit support

My mother has been receiving care at this practice for over three decades and has consistently experienced excellent service and support from the entire team. I would particularly like to express my gratitude to a member of staff who went above and beyond in helping to arrange a home visit when my mother required one recently. Thank you.

Felt at ease during smear test appointment

The clinician I saw was wonderful. I had been delaying a routine screening procedure following a previous negative experience. During my appointment, I felt reassured and the procedure itself was straightforward and comfortable. I'm very grateful.

Friendly staff who really listened to us both

I couldn't find any fault with this practice as everyone has been absolutely brilliant with both me and my family member, and the care provided to us both has been excellent.

Quick callback meant same-day appointment available

I have been very satisfied with the service provided at this practice. When I contacted the surgery early on a Monday morning, I was informed of my position in the queue and given the option of a callback. I was contacted within ten minutes and successfully arranged an appointment for the same day, which I understand is uncommon at many other practices. When I needed a follow-up appointment, the reception team were able to book this promptly, with the timing being appropriate for my healthcare needs. I have spoken positively about this practice to people in my community, as I have consistently found the service to be of a high standard across all areas and for all family members over an extended period.

Appointments run smoothly and staff genuinely care

Throughout my time attending appointments, I have consistently had a positive experience. The practice handled the recent pandemic exceptionally well, and it is clear that all members of the team, including management, demonstrate genuine care and concern for their patients.

Callback system beats waiting on hold

The callback system is efficient and saves time by contacting you when your call is nearly ready rather than keeping you on hold. The reception staff are welcoming and work effectively. The clinical team members are considerate and easy to talk to. The appointment was relaxed and left me feeling satisfied.

Friendly staff but appointments aren't straightforward

The team here are very welcoming and approachable. While booking face-to-face appointments can be challenging, requesting a telephone consultation tends to be more straightforward. The practice also offers an out-of-hours service for additional flexibility.

Friendly receptionists made booking straightforward

Excellent experience with the entire team, including both front desk and clinical staff. Would strongly recommend to others.

Reception staff attitude made access harder

This practice has declined significantly. The reception team's standard of service has deteriorated considerably. Professionalism appears to be lacking, and what was once a respected local surgery has undergone substantial changes. It's disappointing to see this happen. The level of care feels inadequate, and accessing services is difficult with obstacles encountered at each attempt to contact the practice. This was particularly noticeable during lockdown, when other areas reported improved GP accessibility.

Staff listened and took time with me

Excellent experience as always. The team here consistently delivers outstanding care, with particularly impressive support from the clinical staff.

Staff really listened and understood my concerns

This has been by far the most excellent general practice I have attended, with particularly compassionate and empathetic team members.

Staff went the extra mile for me

This medical practice has been excellent. The clinical team and support staff are of a high standard. I have consistently found that everyone involved in my care has made a genuine effort to go above and beyond. Thank you for the quality of care I have received throughout my time as a patient.

Reception staff inconsistency made booking difficult

The quality of care varies considerably depending on who you see. Some clinicians appear competent and make an effort, though I have concerns about the qualifications of others on the team. Similarly, the reception experience is inconsistent. On some occasions, booking an appointment is straightforward and can be arranged within a week, either by phone or in person. However, at other times, I've encountered staff who seem unwilling to help and simply direct me to call back at 8:30 each morning rather than attempting to resolve the issue.

Impossible to reach by phone for appointments

The clinical staff members have been excellent based on my interactions with them. However, getting an appointment scheduled is extremely challenging. I attempted to call multiple times during the morning without successfully connecting. I anticipate that once I do manage to reach someone, I'll likely be asked to ring back at a later date, which has occurred repeatedly in the past. As I'm employed, it's difficult to justify to my employer why I need to spend considerable time on the phone attempting to reach the practice. Additionally, I received a call from the surgery recently notifying me that I was due for a routine health check. When I asked about available appointment slots, I was informed that none were currently open and that I would need to call back to arrange one. This approach is frustrating and discouraging.

Dismissed without proper listening or help

I attended an appointment recently regarding a persistent skin growth on my hand that had been troubling me for several months. I had already tried various home remedies and felt I needed professional guidance. When I explained my situation and asked if the growth could be treated using the standard freezing method, I was questioned about what I hoped to achieve from the visit. I was advised to try an alternative approach at home instead. Additionally, I mentioned experiencing sharp pains in my side and frequent nighttime urination, and was instructed to arrange a blood test before leaving. Overall, the experience reinforced my reluctance to seek medical care.

Couldn't book appointment through phone or in person

I attempted to book an appointment in person after being unable to reach anyone by phone. I was informed that in-person bookings are not available. I brought identification documents to register for the online appointment system, but immediately received an email indicating my account had been locked. When I tried to access it later, I encountered a login error and could not proceed. The entire process took approximately 2 hours, though I am feeling better now. The website interface could be significantly improved. Access to services should be available to all individuals who require them, and barriers to access may raise concerns regarding compliance with accessibility requirements.

Staff made me feel welcome immediately

The entire team at the practice is wonderful. You feel immediately comfortable and welcomed as soon as you arrive.