Westcotes Gp Surgery

Reception couldn't find my records properly

I had concerns about how my account was being handled by the practice.

Staff were helpful and always accommodating

I have been attending this practice for over a decade and have consistently found them to be very welcoming. The clinical team are skilled and the support staff are genuinely helpful and friendly.

Reception unhelpful when requesting sick notes

I would not recommend this practice. The staff appear to lack understanding of their systems and procedures. When I contacted them regarding a documentation request over a couple of days, I was directed to complete an online form and told it was not urgent. The approach felt dismissive of patient needs. The overall level of care and attention fell short of expectations. I cannot recommend this practice to others.

Practice removed us after filing complaint

I would not suggest this practice to others, as following the submission of a formal complaint, my family's registration was terminated.

Felt unheard at reception and with doctor

The clinician appeared disengaged during the appointment. There was no explanation provided about the process for arranging follow-up services at the front desk. The reception staff also seemed unhelpful; when concerns were raised, they simply advised waiting for correspondence without offering clarification or appearing particularly attentive, which suggested a lack of communication skills.

Long wait but appointment eventually happened

This was my worst experience. I had an appointment scheduled for the afternoon and was called in approximately one and a half hours after the scheduled time.

Wouldn't take urgent prescription call on weekend

Needed to speak with a clinician urgently regarding an alternative medication because my usual prescription was unavailable, but I was told to call back on Monday and my call wasn't taken despite it being a prescription matter. Very disappointing.

Thorough appointment with genuine care shown

The healthcare professional demonstrated thoroughness and genuine care toward their patients, reflecting positively on the practice. Thank you for the kind feedback.

Reception staff helpful, but clinician dismissive and dismissive

The most insulting and dismissive experience I've ever had in a medical setting. I was told that sudden swelling and a rash in my lower limbs was simply something that occurs in patients like me. I also have clinical notes documenting physical observations that are actually known side effects of my prescribed medication, despite having no history of concerning behaviour. The reception staff were supportive and helpful, but the clinical experience itself was deeply troubling. The practitioner was rude, dismissive, insulting and aggressive. After my symptoms were attributed to medication-seeking behaviour, I attended A&E and discovered I was experiencing a medication reaction that was affecting my cardiovascular system. Had I continued taking one of my medications, the consequences could have been serious. The practitioner later documented in my medical notes that my hospital visit was unnecessary. The practitioner also withheld access to my essential prescription and heavily implied that if I raised concerns, I would lose access to the medication I depend on. Without this medication, I require hospital care. I believe this experience reflects serious concerns about the standard of care provided and hope that appropriate accountability measures are taken. No patient should experience this treatment, and I suspect this was not an isolated incident.

Unhelpful and dismissive from start to finish

Not a helpful experience at this practice👎👎

Dismissed concerns despite recent illness symptoms

I attended an appointment at this surgery. The clinician was discourteous, and while I am currently unwell with a respiratory infection, I felt the consultation was based on test results from several months prior. I had recently returned from abroad, and I believe that such an extended time between the previous results and my current visit meant that my condition may not have been fully reassessed in light of my recent circumstances.

Couldn't get answers after long wait

Following a prolonged period without a diagnosis for my symptoms, I have experienced considerable difficulties with this practice.

Phone lines constantly busy from opening time

Peaceful and calm setting. Unclear why, but the telephone line tends to be consistently occupied from the early morning hours onwards.

Long wait times and poor communication

Unsatisfactory experience

Couldn't get through on the phone

An extremely disappointing experience with this practice.

Phone lines constantly busy at opening time

This practice ranks among the more challenging surgeries to access in the area. Attempting to reach them during opening hours proves difficult, as the phone lines are frequently engaged. When contact is finally established, callers are typically informed that same-day appointments are fully booked and are advised to ring back the following day. This pattern continues throughout the week, even when the nature of the call suggests greater urgency. The overall experience leaves much to be desired in terms of responsiveness and understanding of patient needs. Not recommended.

Reception turned away urgent same-day request

I attended reception in the morning with an urgent health concern affecting my throat and voice. I explained the severity of my situation and requested to be seen by a clinician that day. I was informed that no same-day appointments were available and was offered either a telephone consultation the following day or a future appointment several weeks away. I found this response frustrating given the nature of my symptoms.

Phone appointment system leaves patients without care

There can be challenges with the appointment system at this practice. If communication issues occur during a scheduled call, the appointment may be marked as completed rather than rescheduled, leaving patients without the care they expected. This can result in having to contact alternative services or attempt to book again the following day, though availability may be limited. Receptionists may indicate that all appointment slots are full and suggest trying again later. These recurring difficulties have prompted consideration of seeking care elsewhere.

Reception staff dismissed concerns without listening

The reception staff member's manner during my recent visit felt dismissive and unwelcoming. When I came in seeking assistance regarding my child's health concerns, I felt judged rather than supported. The staff member appeared frustrated when I used translation assistance to communicate, and no appointment was arranged for me. This is not the first time I have experienced this kind of interaction at this practice, and I am considering making a formal complaint.

Phone lines need improvement urgently

Telephone communication could be improved