Western Road Surgery

Appalling and incomplete Consultation

Dr P. called me three minutes before the surgery closed. Having been discharged from hosptial I requested medication for anxiety and this was provided. I stated I had two more requests but Dr P., clearly rushed, interjected to tell me they were "not important". Despite being staggered by this remark, I continued regardless to request an appointment to speak with a grief pyschiatrist. The third request remains unresolved. I have now changed practices.

Long waits and unhelpful redirects to new surgery

Since 2020, my experience at this practice has been disappointing, and I have decided to switch to another provider. I was redirected to an alternative location for an appointment that I had expected to receive at the main surgery, which did not address my concerns. The visit was ultimately unhelpful, and my issues remain unresolved.

Triage system delivers prompt responses consistently

The triage system is functioning well. I consistently receive quick responses, and I'm regularly invited to attend appointments when needed. I had some initial concerns when the practice transitioned to this approach, but it has proven to be effective.

Booking system needs urgent attention

I was given an appointment for a Wednesday and waited 45 minutes, only to discover that the practice does not operate on that day. This was a frustrating experience and suggests the booking process needs improvement.

Practice felt dismissive and unhelpful throughout

A reflection of the broader state of affairs in one location. Lacking in evidence-based approach. Unresponsive to concerns. Impersonal service. Dismissive attitude.

Practice staff always treat us with respect

My family and I have been residents of the local area for over 15 years and have consistently had positive experiences at this practice. We're not aware of anyone in our circle having had difficulties here. The service we've received has always been satisfactory, and we've found the staff to be professional and attentive. While I acknowledge that some negative reviews may reflect genuine concerns, I believe others may stem from issues outside the practice's control.

Long wait to see a doctor

Disappointing experience. The waiting time to get an appointment was quite lengthy.

Dismissive receptionists ignored multiple contact attempts

I recently registered with this GP practice and have found their approach to be frustrating and unhelpful. They have declined to continue medications I have been taking for an extended period, including treatment for chronic pain and supplementation for a longstanding condition following surgery. They cited practice policy as the reason and appeared to suggest private alternatives. Despite a documented history spanning many years, recent significant medical intervention, and recent test results indicating a clinical need, the practice has been unwilling to issue the necessary supplements. I was asked to attend the surgery to discuss this matter, despite my mobility limitations and reliance on mobility aids. I do not drive and find attending appointments challenging. The reception team has been unhelpful throughout this process. My multiple attempts to contact the practice via phone, email, online forms, and submitted documentation—including evidence from my pharmacy—have been met with dismissive responses and poor communication. I have felt ignored and not properly supported. I am concerned that medication is being treated as a discretionary service rather than an essential part of healthcare. For patients with disabilities and genuine medical needs, this approach feels particularly inappropriate and inaccessible. I would encourage prospective patients to carefully consider whether this practice can provide the accessible and responsive care that disabled and non-mobile patients require. I am aware of concerns raised by other patients regarding medication provision at this practice. For anyone experiencing similar issues with medication access, I would suggest exploring your options for raising concerns through appropriate NHS channels.

Quick appointment access through triage system

I recently relocated to the area and have found this practice to be exceptional. The clinical team here has been outstanding. The appointment system operates very effectively, with face-to-face consultations arranged promptly when necessary, and telephone consultations offered for suitable situations. I have been very pleased with my experience overall.

Reception staff weren't helpful with my request

I have had a disappointing experience at this practice. Having been a long-term patient requiring ongoing medication management, I found the approach taken by both clinical and administrative staff to be unhelpful and obstructive. The overall service fell well short of what I would expect, and I intend to escalate my concerns formally.

Online booking system and unhelpful reception staff

The practice has changed its appointment system and no longer accepts bookings by telephone. Patients are now required to complete an online form instead. The reception team's manner has become less welcoming in recent times.

Practice refused to prescribe despite known infection

Attended the surgery on Monday with my child who has experienced recurring urinary tract issues over several years. I was informed that an appointment could not be provided and medication would not be dispensed. A sample was collected with assurance that results would be communicated, however this contact never materialised. Despite awareness of the existing condition and the risk that withholding treatment could lead to deterioration, no follow-up occurred. Today I spent four hours at the hospital emergency department where my child was assessed as being seriously unwell. I was informed that the infection had progressed to a more serious stage and required intensive antibiotic therapy. The hospital staff expressed concern regarding the earlier decision not to provide treatment, particularly given my child's age and existing hospital involvement. I am disappointed with the level of care provided, especially considering the surgery's knowledge of my child's medical history and ongoing hospital care. I was advised that test results typically return within a shorter timeframe than the delay experienced. I intend to lodge a formal complaint and expect to receive contact to discuss this matter further.

Easy to get same day appointments when needed

I've had an exceptionally positive experience with this practice. I've attended on several occasions for different concerns affecting both myself and my family members, and each visit has gone smoothly without any issues. Appointments are readily available, typically on the same day or the following day. The clinical staff demonstrate genuine care and compassion, and they consistently identify the underlying causes of health concerns. On one visit, I brought my child in with a persistent respiratory cough. The practice arranged a referral to a specialist within a day, where a mild underlying condition was identified. I feel fortunate to have secured a place with this practice when they had availability.

Practice manager went above and beyond with medication access

Years ago, I was a patient at this practice before relocating, and at that time felt the practice manager was exceptionally attentive and genuinely listened and cared. I recently moved back and encountered difficulties accessing my regular medication due to new administrative procedures that have been implemented. My medication is essential to me and I found this situation very stressful. Knowing this practice had previously prescribed my medication, I got in touch and discovered that the practice manager is now in a management role. I can only imagine how demanding and demanding this position must be, but over the past few weeks they have been regularly corresponding with me via email and making considerable effort to help me access a consultant appointment that could resolve this issue, which ultimately proved successful. The practice manager is an invaluable asset to the NHS and demonstrates exceptional commitment. I truly couldn't be more appreciative to have found a practice that, despite all of the pressures NHS staff face, still manages to prioritise patient care in everything they do. Thank you very much. I am genuinely grateful.

Reception team made booking straightforward and easy

I have had an excellent experience with this practice. The reception team, most of the clinical staff, and particularly one doctor have been outstanding. While there are occasional inconsistencies, the practice consistently resolves any issues and finds solutions. I am very satisfied with the care I receive here.

Friendly staff made hospital referrals straightforward

I have consistently had positive experiences at this practice. The team members are approachable and supportive, and my consultations have consistently resulted in prompt referrals to secondary care services when needed. I am very pleased with the care received.

Helpful staff made the difference

This is an excellent practice that I have been attending for many years. The team has consistently been supportive and the clinical staff have always provided good care.

Efficient practice that prioritises children well

Moved to this practice from another location and am very pleased with the decision. Haven't had the opportunity to use their services personally yet, but they seem to place a strong emphasis on younger patients and demonstrate impressive efficiency in their communication and diagnostic procedures. It's encouraging to attend a surgery that operates smoothly and has a capable medical team. 👍

Reception refused to help with form amendments

Disorganised experience at this clinic. I was charged a substantial fee for a very brief consultation and paperwork signature. Following this, the reception staff declined to assist with necessary corrections to the documentation. I would recommend considering alternative providers.

Helpful reception staff made first appointment smooth

We had a lovely experience today. The clinician we saw was very polite and professional, and it was our child's first appointment at this GP practice. The receptionist who arranged the appointment was also really helpful. We really appreciate it!