Westerhope Medical Centre

Quick appointment and felt genuinely supported

I was seen fairly promptly given the current demands on the service. The clinical staff member at the practice was excellent and demonstrated strong expertise. They assessed me on multiple occasions for my concern and encouraged me to return whenever necessary or to contact the practice by telephone for guidance. They also managed to resolve a persistent issue that I had previously considered beyond help. I'm very grateful for their support.

Difficult to get appointments at this surgery

Unable to obtain appointments at this practice. The surgery appears indifferent to patient welfare and wellbeing. Many of the reception staff seem to overestimate their level of medical knowledge and expertise.

Receptionist unhelpful, conflicting diagnoses left me confused

After speaking to a clinician I had blood tests taken and was informed of initial findings and advised to monitor a particular aspect of my health. Subsequently I was prescribed a medication without receiving a clear explanation for why this was necessary. I consulted with two additional clinicians who each provided me with different interpretations of my results. When I phoned today hoping to discuss this further with management, I was unable to reach anyone suitable and found the reception staff unhelpful in assisting me. As a result I remain uncertain about my actual health situation. Overall I found the practice to be disorganised and felt the service fell short of professional standards.

Reception staff dismissive of patients without technology

This practice does not adequately accommodate patients without access to digital technology, which feels like a significant oversight in patient care. The reception team's approach to patient interactions has been concerning, with communication that felt dismissive. The telephone availability is problematic, with lines unavailable during lunch hours and frequent afternoon closures due to training commitments, leaving patients with limited ways to reach the practice. When seeking assistance with routine matters such as prescription queries, patients have been directed toward emergency services as a solution, which seems inappropriate for non-urgent issues. Attempts to escalate concerns to management have been unsuccessful, with little responsiveness to complaints. The practice appears resistant to constructive feedback, which raises questions about whether meaningful improvements can be made without a genuine commitment to listening to patient concerns.

Repeated cancellations and unhelpful prescription process

Extremely disappointing experience. If it were possible, I would rate this much lower than one star. Appointments have been cancelled repeatedly without adequate explanation. When seeking prescription renewals, I was told these can only be requested through the online system rather than by telephone. This creates a significant barrier for people without reliable internet access or those who may struggle with digital technology. The processes in place make things unnecessarily difficult.

Pharmacist callback delays frustrating new patient experience

After leaving my previous GP practice due to unsatisfactory service, I have found my experience at Westerhope disappointing so far. I registered with the practice approximately two weeks ago, but my repeat prescriptions are not yet visible on the NHS app. When I contacted them today regarding ordering my medication, I was informed that a pharmacist would need to call me before I could proceed with any orders. While this should occur within the next couple of days, the process for my repeat prescription to become available could take up to a month. I mentioned that a friend had recently joined a different surgery and was contacted by their pharmacist within a few days without needing to initiate contact themselves. The receptionist explained this difference by noting that the other practice has a smaller patient list compared to the current practice's 15,000 patients. This raises questions about whether accepting additional patients is appropriate when the practice is already operating at capacity. I was also told that I should have been advised to ensure I had adequate medication from my previous GP before transferring. Since I completed my registration online, this guidance was not provided, yet responsibility seemed to fall on me as the patient. This mirrors an issue that contributed to my decision to leave my previous practice. It appears I may have moved from one problematic situation directly into another.

Can't book appointments online anymore

Unable to provide a higher rating due to difficulties accessing and booking appointments through the online system. There are concerns that clinical services may be reduced while accountability appears limited.

Impossible to get an appointment here

I would rate this practice even lower if possible. Getting through to a clinician is extremely difficult. Securing an appointment is nearly impossible. Receiving any form of assistance feels unattainable. The overall healthcare experience here is deeply disappointing.

Booking system doesn't work for everyone

The appointment scheduling process presents significant challenges, particularly for older patients and those with mobility or accessibility needs. The requirement to complete an online form before midday in order to be seen the same day creates considerable inconvenience, as submissions made after this deadline are not reviewed until the following day. This approach raises concerns about inclusivity and accessibility for all patients.

Receptionist didn't listen or understand clearly

The reception staff member's approach felt unprofessional to me. There seemed to be a communication difficulty during our interaction, and when I asked for clarification, the response didn't address my concern. I was given directions to collect something in person, though I had been trying to arrange this through a phone call. When I attempted to resolve this, the guidance I received appeared to shift or wasn't what I was expecting.

Reception dismissive when booking urgent child appointment

I'm unable to get appointments when needed. My child is unwell with no availability until late afternoon, which is concerning given their medical history. When I contacted reception to explain the situation, I felt the staff member was dismissive and unhelpful during our conversation. They suggested taking my child to hospital rather than assisting with an appointment. I'm very upset about this interaction and feel the service fell short of what I'd expect. I've been a patient for many years and have never experienced such poor care. I intend to escalate this matter formally and believe the team would benefit from additional training in patient communication and support.

Reception staff were rude and dismissive throughout

I have had a very poor experience at this practice. During my initial visit, I was supposed to have hormone testing arranged, but the request was not submitted. When I attended my blood appointment, the nurse was unaware of what tests were needed. I had to interrupt a consultation to clarify, and was told the doctor had forgotten the details. Despite this, an incorrect test was ordered. I returned for a follow-up appointment with another clinician. I explained that I had previously experienced hormonal imbalance and was currently dealing with mood swings, and requested comprehensive hormone testing rather than a limited panel. The clinician responded dismissively to my request, suggesting that only certain hormones were relevant. Given my background in medical training and biology, I felt confident providing specific hormone names for testing. The clinician's response was to laugh and dismiss my suggestions as simply "throwing hormone names around." They then looked up information online to verify whether the hormones I mentioned were relevant, after which they became quiet and suggested they would need to consult with a specialist about what testing to arrange. I called reception a week later to follow up. The receptionist was abrupt and unhelpful, insisting the clinician needed more time. It subsequently emerged that the clinician had actually submitted a request for the exact hormones I had originally requested, despite having dismissed them during our conversation. No one informed me of this. Three weeks passed before I discovered I needed to book a separate appointment to have the blood tests taken, information that was never communicated to me. Frustrated by the dismissive attitude and lack of communication, I registered with another practice where I received prompt, respectful care and my concerns were taken seriously.

Repeat prescription process needs urgent improvement

Called to request a repeat prescription. Was advised to use the NHS app or visit the surgery to complete a form. Was informed the process takes 48 hours. Based on previous experience, the full process including pharmacy processing typically takes longer, and with it being Tuesday, the medication would likely not be ready until the following Monday. My husband recently had a respiratory infection and developed a cough two days ago. The current inhaler supply will not be sufficient until then. I felt the reception staff lacked understanding of the urgency of the situation. It seems unnecessary to require a full doctor's appointment simply to obtain an inhaler refill. The current system appears inadequate, and there should be contingency arrangements in place for urgent medication needs.

Reception staff lost my information repeatedly

I would rate this practice much lower if possible. The reception team appears to lack adequate knowledge or training, or possibly both. There are recurring issues with information being mislaid. Additionally, referrals to specialist departments do not always seem to be directed appropriately.

Reception dismissed concerns about mixed patient records

I would give this GP practice the lowest possible rating. After relocating to the area, I registered myself, my family member, and my partner with the practice. As someone employed by the NHS in a healthcare role, I was understandably concerned when I repeatedly received correspondence regarding laboratory tests under an alternative name and NHS number. I made multiple attempts to resolve this issue, including two phone calls and an in-person visit, but found the reception staff unhelpful. They did not appear to engage with my concerns or take action to address what seemed to be an administrative error on their system. This situation felt deeply troubling. The potential implications were serious—there was a risk that incorrect test results, diagnoses, or prescriptions could have been issued due to this mix-up. I received no explanation regarding why another individual appeared to be registered at my address using my email contact details. The lack of responsiveness and failure to rectify the matter promptly left me very dissatisfied with the service.

Couldn't get appointments when I needed them

This has been the poorest healthcare experience I have encountered. I was prescribed medications that proved unsuitable for my situation and created additional complications rather than resolving the original issue. Obtaining appointments was consistently difficult, which ultimately led me to switch to a different practice.

Quick response to my online query

I submitted an online consultation early in the morning. The practice contacted me by telephone within an hour and offered me an appointment later that same morning. I arrived ahead of my scheduled time and was seen promptly. The consultation went very well and I was satisfied with the care received. I would be happy to recommend this practice to others.

Receptionists unhelpful, appointment booking extremely difficult

This practice has deteriorated significantly, and I'm unsure what has caused this decline. I have been a patient here for approximately four decades. The reception staff have been unhelpful, and the appointment booking system is equally problematic. I attempted to secure an appointment over an extended period without success, and only managed to obtain one after submitting a formal complaint. It is deeply frustrating when calling the practice, as staff appear unwilling to assist with general enquiries or other matters.

Impossible to book an appointment here

It is extremely difficult to obtain an appointment at this practice, which is a significant concern.

Getting appointments by phone has become difficult

I'm uncertain about the changes at my practice. I was originally registered at one location and have since been transferred to another, which is understandable though some advance notification would have been appreciated. I had no issues until recently. Previously, I could phone and arrange an appointment fairly quickly, but my attempts to book over the past couple of weeks have been unsuccessful. I've called multiple times without securing an appointment and even visited in person, only to be advised to ring during morning hours instead. It seems I may need to try the walk-in service if I continue to have difficulty getting seen. I'm concerned that my experience might affect how I'm treated going forward.