Westerhope Medical Centre

Website hours don't match actual availability

The website indicates the practice is open until 18:30 on this day of the week. When attempting to contact the surgery at mid-evening, an automated message indicated the service was unavailable due to staff training. The opening hours information appears to require updating.

Cancelled appointment with no proper explanation

Disappointing experience overall. I felt dismissed when explaining my circumstances regarding technology access, as though my situation wasn't being believed. An appointment I had arranged was cancelled via text message just a day before it was scheduled to take place. The practice appears to lack adequate organisation and coordination. I was hoping to consult with a clinician rather than being directed to administrative staff. I left feeling quite let down by this surgery.

Reception staff made me feel like a nuisance

The reception team has not been particularly helpful, and this appears to be a consistent issue rather than isolated to one individual. I've needed to contact the practice several times recently due to a family member's health concerns, and on one occasion felt that the receptionist seemed reluctant to assist and made me feel as though my inquiry was an inconvenience. Since the practice sites consolidated, I've noticed a decline in service quality, and I have concerns that the merged operation may be struggling to manage its current patient volume effectively.

Felt unheard and dismissed by reception

This practice did not meet my expectations.

Booking appointments online is frustrating

I find the online appointment booking system frustrating to use.

Staff dismissive of disability needs and concerns

I would advise avoiding this practice, as it appears to have a poor reputation in the region. The staff seem dismissive of individual requirements and lack compassion when dealing with patients who have disabilities. On multiple occasions, both my partner and I have attended appointments only to have our concerns disregarded, with the practice stating that the services we needed were not available there - it seems counterintuitive to schedule appointments if assistance cannot be provided. We are in the process of transferring our care elsewhere.

Couldn't book flu jab appointment despite eligibility

Unable to arrange a routine vaccination appointment for a family member who met the eligibility criteria. Frustrated that the booking process could not be completed despite the straightforward nature of the request. Very disappointing experience.

Hard to book an appointment here

It can be challenging to secure an appointment at this practice.

Reception staff were dismissive and unhelpful with requests

I requested a medical certificate for documentation purposes and was informed this could not be provided. I then asked for my medical records summary, and was told I could collect this in person. Upon visiting the practice, where I have been a patient for many years, I found the reception area busy with staff conversation. However, I had a negative interaction with one of the receptionists regarding a straightforward request. The staff member appeared frustrated at having to assist me with what should have been a quick task, and displayed what I felt was a lack of courtesy. I found this experience disappointing given that these staff members are part of the NHS service. In a follow-up visit, my experience was mixed. One receptionist was particularly helpful and supportive, taking time to review my records and advising me appropriately about next steps following a pharmacy visit. However, another receptionist was less helpful when I enquired about my medication, responding that this was outside their area of knowledge. I feel that the quality of reception staff interactions significantly impacts the patient experience and the reputation of the practice. The inconsistency in service and the attitude of some staff members has left me concerned about the standard of support available to patients at this practice.

Reception team made booking an appointment difficult

If I could give these 0 stars, I would, based on the reception team and difficulty to get an appointment. The reception team come across as dismissive and appointments require a lengthy wait. There always seems to be only one slot available on a take-it-or-leave-it basis, which is impractical and appears to be a strategy to encourage patients to seek care elsewhere or create scheduling conflicts with other commitments. The only positive aspect is the clinical staff member, who has consistently provided excellent care and is the primary reason my family continues with the practice.

Reception and clinical team were genuinely reassuring

I have nothing but praise for this medical centre. From the moment I arrived at reception through to my consultations with the clinical staff, every interaction has been positive. The entire team has been tremendously supportive and provided me with great reassurance during times when I felt quite anxious and uncertain.

Waiting weeks for response to child's illness request

Since last week I submitted a request regarding my young child who is still awaiting a response. My child is currently unwell with an infection causing fever and poor appetite, and I have not yet received any communication back about this matter.

Reception line closed during evening hours

I recently attempted to contact the practice by telephone during evening hours. When I called, I was informed by reception that the line was unavailable during a specific time window and was advised to try calling back after that period had ended. However, this guidance seemed unclear given the time of my call.

Long wait times for child appointments

One of the least satisfactory medical practices to select. For a paediatric appointment, I was asked to wait an extended period before a check could be arranged.

Couldn't get through on the phone

I had a poor experience at this practice and would not suggest it to others.

Receptionist was dismissive and unhelpful

The receptionist I recently spoke with was unhelpful and displayed poor customer service skills.

Online booking system saves the hassle

The online platform provided by this practice is excellent. Prescription requests receive prompt attention, and medical consultations are arranged swiftly as well. This system effectively eliminates the frustration of waiting in telephone queues during busy morning periods.

Hard to book appointments with questioning receptionists

I'm uncertain whether the practice is stretched thin, but securing an appointment presents considerable challenges. The reception team tends to ask extensive questions even regarding private or delicate matters, and appears quick to decline appointment requests (though I cannot say definitively whether this stems from capacity constraints, the approach seems questionable given they lack medical training and arguably shouldn't be making judgments about case severity). As an illustration, someone I know sought help for a suspected skin reaction and was refused an appointment. Similarly, my own experience involved waiting considerably longer than felt appropriate before receiving a referral for specialist assessment, though once I was able to access the specialist service, matters progressed swiftly.

Hard to book appointments but helpful once seen

If you're able to secure an appointment, the clinical staff are excellent. However, I've encountered numerous frustrations regarding appointment availability, lengthy wait times, and recurring difficulties when attempting to obtain repeat medications.

Receptionists blocked access to urgent care

This has been the poorest experience I've had with a medical practice. The reception staff came across as dismissive and condescending. There seems to be inconsistency in how patients are directed to seek help—hospital medical professionals advise contacting the practice immediately for any concerns, yet reception staff insist on completing forms first before responding. I found it frustrating that the practice received recognition for being among the lower-rated medical facilities in the region, which aligns with my own experience.