Western Elms Surgery

Frustrating prescription transfer hassle

After relocating to a different area of Reading, I switched medical practices from Western Elms. When I needed to arrange my recurring medication, I discovered my medical records hadn't been transferred even after more than a month. My new healthcare provider advised me to contact Western Elms and request they send my medical history electronically. Upon reaching out to Western Elms, I encountered an incredibly unhelpful receptionist. While I understand she might have been tired and stressed from a demanding day, her attitude was unacceptable. Instead of simply forwarding my request, she complicated the process by insisting I send an email asking for my own medical records, which I would then need to forward to my new practice. The entire interaction was needlessly convoluted and frustrating, making a straightforward administrative task far more difficult than necessary.

Doctor helped me quickly today

Dr. Sahil Giswami provided excellent care. I appreciate his professional and attentive service.

Waited hours with my kid

Terrible customer experience I scheduled an appointment for 11 AM and ended up waiting with my child for over an hour. When I inquired about the delay, they simply made excuses about the appointment running behind schedule.

Lonely morning at western elm surgery

On 24 July 2023, I visited Western Elm Surgery for a blood test. I was shocked and distressed to find the waiting area dark and unwelcoming, with only one person present at 8:35am. The two reception staff were solely focused on their computer screens. When called, I discussed with the nurse the unusual emptiness of the waiting area. On 25 June 2023, I went to Royal Berks' non-emergency clinic due to a burst cysts infection that had been causing me pain since January. After months of unsuccessful attempts to secure an appointment, I was fortunate that a doctor managed to operate on that Sunday. The doctor advised me to change my dressing at Western Elm Surgery the next day, warning of potential heavy bleeding. However, the receptionist completely refused, claiming no nurse was available, and insisted I return to SAU. I went to SAU on Monday due to bleeding, and when I called again on Tuesday, the receptionist was unhelpful and dismissive, telling me to go to Thatcham SAU near Basingstoke hospital. At Basingstoke SAU, I was turned away without my medical report. I returned to Royal Berkshire SAU, obtained my report, and purchased necessary medical supplies. With my daughter's help - who was deeply upset by the wound's severity - I performed my own dressing change, despite the difficult location on my back. Returning to the surgery on 24 July 2023 and finding only one person waiting at 8:40am felt like a further insult to their service. The nurse mentioned they had opened late on Monday for dressing, which contradicted the receptionist's earlier claim of no available appointments. I was then told the next dressing appointment was in three weeks. I am deeply concerned for patients with more serious conditions who might experience similar treatment. Healthcare providers must practice genuine empathy towards human beings.

Smooth recovery after knee procedure

My latest surgical procedure went exceptionally well.

Nurses really made my day here

Throughout my long-standing relationship with this medical facility, I've consistently encountered exceptional service. The triage process runs smoothly, and the reception staff demonstrate remarkable composure, especially when dealing with challenging patient interactions. While the physicians are compassionate, I must emphasize the extraordinary quality of the nursing team, who truly stand out for their professionalism, empathy, and genuine care. Their approach is consistently outstanding across all interactions.

Compassionate lisa amid clinic frustrations

I've encountered numerous unsatisfactory interactions with this medical facility, particularly during my challenging period of experiencing consecutive miscarriages. Lisa stood out as a supportive professional who assisted me in obtaining recognition regarding my previous treatment after I submitted a formal complaint letter. Today's experience has been the final straw. I find several of the front desk staff to be remarkably hostile and discourteous - as someone who has worked in reception myself, I'm fully aware that some workdays can be challenging, but it's unacceptable to direct that frustration toward patients. I was simply attempting to get information about my unwell child.

Terrible healthcare with dismissive attitude

Terrible experience. Clearly prioritizing money over healthcare. Disrespectful employees. Quality of service has significantly declined since the pandemic.

Frustrating morning at clinic with surprise cancellation

Today marked my second instance of arriving punctually for a blood test within recent months, only to discover my appointment had been arbitrarily rescheduled three weeks later - after already enduring nearly a month's wait. Crucially, no one bothered to notify me about the cancellation, leading me to unnecessarily take time off work. This experience is profoundly frustrating. The administrative incompetence of this medical practice is truly staggering. I can only speculate about the massive financial and scheduling inefficiencies resulting from such persistent errors.

Rude receptionist crushed my hopes today

I rarely write feedback, but I was deeply disturbed by the receptionist's complete lack of compassion and professionalism. During my call this morning about a critical matter, the receptionist was dismissive, constantly interrupting me and explicitly stating that my concerns were insignificant. While trying to explain my distressing circumstances, I became emotionally overwhelmed, and she remained entirely indifferent to my plight. As a result, I have decided to immediately terminate my relationship with this medical practice.

Booking a doctor's at welms is impossible

Securing a doctor's appointment at this clinic is about as likely as hitting the jackpot in the National Lottery... They occasionally schedule patients at a different clinic in Southcote, which raises serious concerns. How are residents of West Reading expected to reach this location without transportation? If I were to select a distant medical facility, I'd make that choice independently—definitely not through WELMS. I'm seriously contemplating switching clinics, and if they continue to suggest appointments in Southcote, I'll likely register with another practice that offers more reliable and convenient healthcare services.

Frustrating wait times and no communication

Grateful it wasn't my own procedure, but speaking for a family member. Incredibly poor service that's truly appalling - impossible to communicate with, they consistently fail to respond and completely disregard scheduled meetings. Anyone dealing with them will face serious challenges. This facility honestly deserves to be completely closed down.

Impossible to get a doctor's appointment

The scheduling process seems intentionally crafted to prevent patients from actually obtaining a medical consultation!!!

Painful phone wait to transfer medical care

When you manage to connect with the physicians, they offer valuable assistance. However, the phone communication is extremely frustrating, with scheduled lines failing to open and calls abruptly terminating after lengthy 15-minute wait periods. Transferring my son's medical records from Scotland was an absolute nightmare. I made approximately 50 phone calls, sent numerous emails, and had to constantly follow up myself. We ultimately succeeded in moving his healthcare, but this was primarily due to my relentless determination rather than any efficiency on their part. If they could improve their booking procedures and administrative processes, the overall experience would be significantly more satisfactory.

Long wait and no help for eye issue

About three months ago, I experienced an eye inflammation and endured a lengthy phone wait before finally reaching reception. They arranged a GP callback, who suggested an eye drop that proved ineffective. After calling again four days later and waiting for a callback around 3:30pm, I received a different prescription and was instructed to wait an hour before collecting and visiting eye casualty. Unfortunately, I arrived at 5:10pm, just after their 5pm closure. The next morning, the doctor immediately stated the previous eye drops were useless and prescribed a different medication that actually worked. Recently, when I suspected the inflammation had returned and wanted the same effective drops, I attempted to get a repeat prescription. The GP refused, and when I contacted the receptionist, they dismissively claimed GPs don't prescribe such medications. Despite my family's 30-year association with this practice, I find them completely unhelpful and indifferent.

Friendly doctor, frustrating admin team

The physician exhibits excellent professionalism and a warm demeanor. Unfortunately, the administrative staff operates with remarkable inefficiency and lack of engagement. All communication channels are funneled through an overly complicated online interface, with responses that are frustratingly delayed, typically consisting of bare-minimum, perfunctory replies or scheduling appointments weeks in advance for even the most straightforward inquiries. Telephone support invariably requires enduring a tedious 10-20 minute waiting period. Urgent recommendation: Expand administrative personnel or implement a more streamlined patient communication management system.

Long wait made me doze off

I endured almost an hour and a half just to schedule appointments, and I was so bored during the call that I almost dozed off. Moreover, their medical staff are completely unhelpful when you're experiencing an issue.

Missed calls ruined our urgent allergy check

Absolutely shocking service. Reached out regarding my 7-month-old's potential food sensitivity, only to be scheduled for a phone consultation three weeks later—apparently, the only route to securing a dietician referral is through an exhaustive GP process. Despite being available and promptly returning their missed calls, I was coldly informed that I'd been "removed from the list" and would now need to wait another month for an appointment. The lack of compassion and rigidity is astounding. I understand healthcare is challenging right now, but this level of inflexibility is unacceptable.

Frustrating wait and no doctor access

The reception staff consistently cause issues, and attempting to schedule a doctor's appointment seems impossible as they appear to be perpetually distracted and uninterested in helping patients.

Ear issue turned into hospital visit

I visited this medical facility seeking a doctor's consultation for an ear issue. The receptionist dismissively suggested I simply purchase over-the-counter drops, but ultimately, my condition deteriorated to the point where I required hospitalization.