Westbourne Medical Group

Patient Experience Summary

Feedback reflects a mixed experience across the practice. Many patients report positive interactions with clinical staff, describing them as competent, compassionate, and approachable. Reception teams are frequently praised for courtesy and welcoming attitudes, with some patients noting efficient callback systems and prompt appointment scheduling. However, significant concerns emerge around appointment availability and booking access. Multiple patients describe difficulty reaching the practice by phone, encountering barriers when attempting in-person bookings, and experiencing inconsistent reception service depending on staff interactions. Online booking systems have presented technical obstacles for some patients. These access challenges create frustration, particularly for employed patients who struggle to justify time spent attempting to contact the practice.

Clinical care quality is generally viewed positively, though some patients report variable experiences depending on which clinician they see. A notable concern relates to the responsiveness of care, with one patient describing an appointment that did not address their presenting concern as hoped. Service deterioration is mentioned by at least one long-term patient, who observes that reception standards have declined considerably and that accessing services remains difficult despite obstacles being reported elsewhere during comparable periods.

Where booking systems function smoothly, patients express high satisfaction with continuity of care and the practice environment. Telephone consultations appear more accessible than face-to-face appointments for some patients. Overall, the practice demonstrates clinical competence and courteous communication in many interactions, but appointment availability and booking accessibility remain significant barriers to accessing care.