Westerhope Medical Centre

Appointments vanish in seconds, impossible to access

Attempting to secure an appointment at this surgery feels frustrating to say the least. I have been a patient here for many years and have rarely made demands, yet when I do request assistance, I find the practice unhelpful. Calling at opening time results in all available slots being taken within moments. The online consultation system experiences the same issue, becoming fully booked almost immediately. Even advance bookings are consistently full. I attended a walk-in centre where a clinician suggested my GP arrange a blood test, but the practice refused to proceed without an in-person appointment despite my having recently seen a GP there. When I enquired whether my GP had reviewed the report from the walk-in centre, I was told staff cannot communicate directly with the GP or pass on messages and documentation. This entire situation felt obstructive and unhelpful over what should have been a straightforward request for a blood test. Obtaining an appointment here appears nearly impossible. Based on my experience, I feel the practice falls short in providing adequate support to patients.

Reception refused to help with maternity form request

I needed an updated maternity certificate form but was refused assistance. The reception staff and their supervisor were dismissive and would not permit me to speak with a healthcare provider at any point, despite my willingness to wait for a callback. I was not allowed to request a consultation or arrange a return call from a medical professional. The government website and the form itself state that either a doctor or midwife should complete it. The supervisor contradicted me even though I was reading the form directly in front of me, and claimed they had no record of my recent update despite my previous calls. According to the supervisor, the practice does not maintain records of telephone calls or written notes. They stated that only one version of the form is issued, and only before a certain point in the process. I explained that I had received the initial section but that the subsequent section clearly states an updated form is needed after a particular event, yet I was dismissed and told this does not exist. I am extremely disappointed with this service. The midwifery team has been exceptional throughout. I am frustrated that the conclusion of my care appears to fall outside the doctors' remit and I was directed to leave messages with the midwifery service instead. My previous form was signed by a healthcare provider and collected the same day—it simply requires three dates, a signature, and a practice stamp. Yet the practice supervisor, who claims ten years of experience, insists only one version of the form has ever been issued beforehand, not afterwards, despite the application requirements clearly indicating otherwise. The practice apparently uses a different version of the form than the one on the government website, with theirs stating only a midwife can complete it. When I asked if an in-house midwife could assist, I was told I must wait for my assigned midwife to be available. This feedback concerns the reception and supervisory staff's knowledge and interpersonal skills regarding the maternity certificate process, not the midwifery team. This situation has caused me considerable anxiety and stress, and I am now unable to access the support I am entitled to due to what appears to be outdated information. Previously, I had no issues with reception, but I believe incorrect guidance has been provided, leaving me uncertain whether to trust the government website or the form's own instructions given the practice's different approach.

Struggling to get appointments at familiar practice

I have been with this practice for over 15 years and it used to be excellent. Since several of the previous clinicians departed, the quality of care has declined noticeably. I have multiple health concerns but struggle to secure appointments, often being told to call back the following day. I would consider switching practices if my health circumstances permitted it.

Impossible to get an appointment when needed

The practice's actual appointment availability does not align with what is presented on their website. Obtaining an appointment, whether routine or urgent, appears to be an unpredictable and difficult process. This represents a frustrating experience with NHS service provision at this location.

Difficult to book appointments and unfriendly staff

I have had a very poor experience at this practice. Obtaining an appointment was extremely difficult, and the staff members I encountered were unhelpful and discourteous throughout my visit.

Friendly staff made me feel genuinely welcomed

I have no complaints whatsoever. The entire team demonstrates warmth and friendliness, and the reception staff are among the most professional I have encountered at any general practice. I have never experienced difficulty obtaining an appointment and have consistently been treated with genuine care and respect. I would particularly like to acknowledge the clinical staff member who provided exceptional care and support. This practice is clearly well-managed and organised, and I feel very fortunate to be a patient here.

Reception struggles to book appointments efficiently

The reception team appears unable or unwilling to facilitate appointment bookings, and there seems to be a lack of coordination among staff members in supporting patients. Communication from clinical staff is limited, and follow-up attempts can take considerable time. Overall, this practice has not met expectations in terms of organisation and professionalism.

Impossible to book appointments for children

This practice has been very disappointing. The reception staff seem to overstep their role. I've struggled to book appointments for my family members. The telephone system is particularly frustrating.

Receptionist helpful but doctor seemed disinterested

I called repeatedly over the course of a week before eventually securing an appointment with a clinician I hadn't previously met. During the consultation, I was asked to provide background information despite this being available on the system in front of them. I felt that my initial concerns weren't being given proper attention until I became more direct about explaining what I needed help with.

Couldn't get appointment when it mattered most

I found it extremely frustrating to experience such lengthy delays when attempting to schedule an appointment for serious health concerns. After finally securing a time slot, I was given incorrect appointment details and the visit was cancelled after a brief wait, with no apparent consideration for my ongoing health issues. I felt let down by the entire process and believe this particular practice could significantly improve their service standards and patient care approach.

Impossible to get an appointment after weeks trying

This practice has sadly declined significantly from its former reputation as an excellent healthcare provider. Having been a patient since childhood and consistently receiving outstanding care from the clinical and administrative teams over many decades, the current situation is deeply disappointing. Now, attempting to secure an appointment has become an exhausting daily struggle, with repeated unsuccessful attempts to reach the practice followed by being told there are no available slots and to try again the next day. This cycle has persisted for weeks, which is particularly frustrating given other work commitments make constant daytime calling impractical. Submitting an online consultation form seemed like a promising alternative, but the response simply directed me back to calling for a routine appointment—advice that feels unhelpful after weeks of unsuccessful attempts. When contacting the practice again, the staff appeared dismissive, offering only the option of pre-bookable appointments available weeks away or suggesting attendance at an alternative walk-in centre. This approach seems counterproductive when symptoms have already persisted for several weeks. At this point, it appears the practice would be better served either closing or restructuring entirely as a walk-in facility. The situation raises serious concerns about how vulnerable and elderly patients are managing with this level of service. For anyone considering registering here, it would be advisable to seek care elsewhere with a team that demonstrates genuine commitment to patient support and NHS values. The contrast with previous standards is genuinely disheartening.

Couldn't get through after multiple calls

I have been attempting to contact this practice for several days to arrange an appointment without success. I find the responsiveness disappointing and feel that patient care could be prioritised more effectively by the team.

Online booking system doesn't work as advertised

Despite a notice in the practice indicating that online consultations are available around the clock, I have been unable to complete an e-consultation form over a two-week period, with the system consistently directing me to book an appointment for the following day. This does not align with the advertised 24/7 service.

Reception staff lack basic privacy awareness

This practice has significant issues. The reception staff ask about your symptoms to direct you appropriately, but I question whether this is the right approach or if they have the medical knowledge to do so effectively. There are also concerns about privacy, as conversations can be overheard by other patients in the waiting area. Appointments are difficult to obtain, and the reception team seem unwilling to assist further. The overall attitude and empathy shown by staff appears lacking.

Couldn't get through on the phone line

I found this to be an unsatisfactory GP practice experience and regret making the switch to this surgery. The clinical and administrative team displayed attitudes that I felt fell short of expected standards. I would recommend considering alternative options.

Struggling to book an appointment here

It is extremely difficult to obtain an appointment and see a clinician at this practice. Getting past the reception desk presents a significant barrier to accessing care.

Helpful doctor who actually listens

I've been attending this practice since childhood and visited today. The clinician I saw was excellent, demonstrated attentive listening skills, and provided a very positive consultation experience.

Helpful staff despite needing updates

Although I had seen the negative feedback beforehand (which I noticed tend to relate to funding constraints), I have been a patient at this practice for the past year and have experienced no issues. Every member of staff I have interacted with has consistently demonstrated helpfulness and compassion. That said, I do think the facilities would benefit from some modernisation.

Friendly reception made the visit pleasant

Excellent

Couldn't get through on the phone

I had a very disappointing experience at this practice for several reasons.