Westcroft House Surgery

Friendly reception made the visit pleasant

The service provided has consistently been excellent.

Long wait on the phone queue

The phone line is frequently engaged, even after spending considerable time waiting in the queue.

Rushed appointments for anything complex

I have attended appointments with two clinicians at this practice, and both have demonstrated a similar approach. When presenting with anything beyond straightforward minor ailments, I felt the consultations were rushed and I was not given sufficient time to discuss my concerns in detail.

Long wait times but friendly reception staff

Excellent team, however I was disappointed by the lengthy appointment availability, with waits extending well beyond two weeks.

Friendly reception made the visit pleasant

Excellent experience with welcoming and approachable team members.

Frustrating phone queue system needs fixing

I have been attempting to contact the practice throughout the week without success. The phone system indicates I am at the front of the queue, yet after waiting approximately thirty minutes, I remain in the same position before the call disconnects.

Staff were genuinely helpful and supportive

The team here is consistently supportive and goes the extra mile to assist patients. The level of care and effort provided is excellent and leaves nothing to be desired.

Prescription line operator went the extra mile

Outstanding service at Westcroft House today -- much appreciated! I unintentionally left my medication behind during a visit to family in another region. I contacted the prescription service and enquired whether it would be feasible to arrange an electronic prescription transfer to a nearby pharmacy as a temporary measure. The remarkably supportive team member put my mind at ease and even sent me a message to confirm once the process had been successfully completed! Truly excellent experience 🙌

Friendly staff made me feel welcome

Genuinely welcoming service and team members, outstanding experience all around 👏 ✨️✨️✨️✨️✨️

Caring staff made me feel genuinely supported

The entire team at this practice demonstrates genuine warmth and courtesy in all interactions. There is a reassuring sense of being well-supported throughout each visit. The caring approach creates a pleasant and welcoming atmosphere.

Prescriptions mixed up every single month

Consistently disappointing experience with prescription management that occurs regularly. The clinical staff member responsible for my care has not followed through on commitments made during appointments. This has been the most unsatisfactory practice I have encountered.

Phone line always says surgery is closed

When attempting to contact the practice by telephone at various times during the day, the automated message consistently indicates that the surgery is currently closed. This is extremely frustrating.

Felt genuinely listened to and cared for

The practice has provided outstanding care during recent times, offering both telephone and in-person appointments. I have found that the needs of my household have been addressed with professionalism, understanding and genuine care. Every member of the team, from those at the front desk through to clinical staff, has been excellent. I am very grateful for the service received.

Missed callback left me stuck at home all day

I had to ring the surgery following a text message to speak with the on-call clinician. They indicated they would call me back before lunchtime that day. When I stepped away briefly, I missed their call. The voicemail asked me to ring back, so I did, and was told they would contact me again. However, by 4pm there had been no further call and the surgery had closed for the day. I found this frustrating as I wasn't given a specific time for when to expect the callback, which meant I couldn't plan my day or attend to other tasks like shopping. The urgent nature of the initial contact left me feeling anxious while waiting, and the lack of a confirmed callback time made the situation more stressful.

Impossible to book an appointment by phone

I have been unable to secure an appointment over the past several months. The phone line is frequently engaged, and on the occasions when I do manage to connect, I encounter an automated system that subsequently disconnects, requiring me to start the process again from the beginning.

Long wait with unhelpful staff attitude

Experienced a lengthy wait in the surgery despite it appearing quiet, with staff seeming disengaged and inattentive to incoming calls. Would not suggest this practice to others.

Friendly staff and same-day appointments impressed

I don't reside in the local area but have visited this surgery while staying with relatives. The front desk staff were welcoming and the clinical team demonstrated genuine compassion and attentiveness. I was particularly impressed by the same-day appointment availability, which was quite different from what I'm accustomed to experiencing at my usual practice elsewhere.

Helpful staff in a cramped surgery space

This is my local medical practice, which has dedicated wheelchair access facilities but can feel rather tight for space, particularly during open surgery sessions. The reception staff are welcoming and approachable, as are the clinical team members.