Westcotes Gp Surgery

Reception staff refused to help with prescription request

I visited the practice today to request a repeat prescription on behalf of a family member. When I asked the receptionist to submit this request to the clinical team, I felt their response was dismissive and unhelpful. I attempted to clarify that I understood they were not a clinician and was simply asking them to pass the request along, but this did not seem to improve the interaction. Overall, I found the manner in which I was treated to be unprofessional and disappointing. It is frustrating that despite previous feedback, there appears to have been no improvement in the service provided.

Receptionists and doctors always helpful and kind

I have been attending this practice for several years and have consistently had positive interactions with the clinical and administrative staff. They have always been courteous and supportive throughout my time as a patient.

Out of hours doctor skipped the basics

I attended an out-of-hours clinic due to experiencing severe tiredness and described my symptoms in detail. The clinician did not perform any physical checks and simply offered a sick note without providing any guidance regarding my condition. Fortunately, I was able to arrange a telephone consultation with another clinician from my regular practice the following day. This clinician offered helpful advice and discussed what would happen next. They mentioned that the previous clinician had documented that observations had been carried out, which did not match what actually occurred during my visit.

Reception staff weren't helpful or friendly

The facility itself is satisfactory, with good cleanliness and organisation. However, the reception staff came across as dismissive and indifferent. They seemed unwilling to assist, even though it was early in the day and the practice was relatively quiet. This was disappointing, as such interactions can reflect poorly on the dedicated professionals working within the NHS.

Phone lines constantly unavailable and frustrating

Disappointing experience overall. The phone lines are difficult to get through on, which is frustrating. It appears that external services are frequently recommended as the main alternative. Registration with the practice does not seem to provide the expected level of accessibility.

Receptionist wasn't helpful at all

I had a disappointing experience with the reception staff, who I found to be unhelpful.

Reception staff dismissive about appointment requests

The reception staff came across as unhelpful and dismissive, which made for a frustrating experience when trying to book appointments. Since registering several months ago, I've struggled to secure an appointment with a doctor, as the team consistently offers appointments with nursing staff instead, despite my requests for a doctor's consultation. I've made multiple attempts to arrange this, only to be asked to call back the following day, with the same outcome occurring repeatedly. This is quite different from my previous experiences with other GP surgeries. I would advise prospective patients to be aware that getting appointments here can be challenging and may not always meet expectations.

Staff weren't welcoming or polite

The staff members were not particularly courteous during my visit.

Struggling to reach reception by phone or in person

I have been attempting to secure an appointment over the last several days without success. When I telephone the practice, I am either told that no slots are available or I am kept waiting on hold for extended periods without receiving a response. Upon visiting the surgery in person, I observed that the reception desk appeared unattended, whilst staff appeared to be engaged in conversation rather than attending to calls, and I noticed the phone sound had been disabled. I found this approach to patient care frustrating and feel that the level of service does not reflect the expectations one would have from a publicly funded healthcare facility. I am considering documenting my experience further in order to share my concerns more widely.

Reception staff hung up during booking calls

The service fell short of expectations. I experienced difficulties when attempting to book appointments through reception, with calls being disconnected. Following written complaints I submitted, I felt dismissed and not believed regarding my concerns. Additionally, I felt that my health needs were not handled with appropriate sensitivity, particularly given my medical history. This was deeply disappointing.

Dismissive approach to mental health concerns

Demonstrated a lack of understanding regarding mental health matters. Additionally, certain health concerns raised by a family member appear to have been overlooked for an extended period, with responses that came across as dismissive rather than supportive.

Impossible to get through on the phone

Getting in touch with this practice is extremely frustrating. When attempting to schedule an appointment, I was instructed to ring at 8am. I have been trying repeatedly for the past twenty minutes without any success in reaching anyone.

Reception staff were dismissive and unhelpful

The staff experience was disappointing, with unhelpful interactions throughout. The team appeared dismissive and unwilling to provide proper assistance. There were consistent difficulties with basic administrative tasks, including information requests and scheduling, which seemed to be handled without genuine care or effort to resolve matters effectively.

Staff rudeness left unresolved after complaint

I raised concerns about the manner in which I was treated by staff members. I was assured that the practice manager would contact me the same day, however a week passed before I heard anything. When they did get back to me, it felt like my concerns were being dismissed rather than addressed. This experience left me questioning whether the practice truly prioritises patient wellbeing as much as they claim to.

Friendly reception made the visit pleasant

Excellent community medical centre

Friendly reception made the visit pleasant

A pleasant family medical practice.

Quick callback and prescription sorted same day

Excellent service overall. I rang in the morning seeking medical guidance and was promptly scheduled for a phone consultation, with the clinician getting back to me within an hour. The prescription was forwarded directly to the pharmacy, allowing me to pick it up the same evening. This approach works really well, especially for those of us with demanding work schedules. A very efficient system.

Friendly reception made the visit pleasant

Excellent Experience

Caring and professional from start to finish

Excellent standard of attentive and competent care provided.

Helpful staff but appointment-only access frustrating

Local medical practice. The team were supportive and accommodating, though all services require advance booking to be seen.