Westwood Clinic

awful place

The surgery demonstrates a systematic disregard for patient care standards, particularly regarding the accuracy of medical records. Doctors consistently ignore recommendations from external specialists and deliberately withhold essential referrals, which prevents the continuation of necessary treatment. Documentation is frequently incomplete, omits significant injuries, and is often issued without any meaningful clinical consultation. The reception staff maintains a passive-aggressive attitude, hindering communication and showing a total lack of willingness to help. Instead of supporting vulnerable patients, the clinic escalates conflicts and uses administrative procedures as a tool for retaliation against legitimate complaints. This is a place where bureaucracy and staff hostility create an impassable barrier to recovery. Clinic is a facility where documentation negligence and the blocking of referrals directly threaten the continuity of patient care. Eight years ago, this surgery was a completely different place, but today it is a total disaster.

Reception staff were dismissive and unhelpful

Unsatisfactory clinical assessment and service experience. After several months of experiencing rib-related discomfort, the appointment consisted of a basic physical examination that did not address my concerns about ongoing internal pain. I felt that further investigations, such as imaging or a specialist opinion, would have been more appropriate than the examination provided. Additionally, my follow-up appointment was cancelled shortly after I raised concerns about my experience with reception staff at the clinic. I was disappointed with the overall standard of care throughout my time at the practice and do not feel my needs were adequately addressed. I intend to escalate my concerns through the appropriate regulatory channels.

Reception staff were unhelpful and dismissive

Unsatisfactory experience

Staff unprepared and dismissive during appointment

I had a very distressing experience at this surgery recently. I attended for routine measurements and blood tests, but encountered a staff member who appeared unprepared and had not reviewed my medical records beforehand. Given my anxiety, I require a straightforward and explicit communication style, yet the staff member came across as dismissive and appeared to smirk when I requested my measurements in a particular format needed for an assessment. When I attempted to address this behaviour, the response became defensive, and conversation shifted to focus on my companion rather than engaging with me directly. The situation became increasingly stressful, leading me to hyperventilate and lose my ability to speak. Rather than pausing to provide support or removing the source of my distress, a second person was brought in and the blood test continued while I was visibly upset and in significant distress. Subsequently, I was encouraged to schedule additional appointments despite still being unable to communicate. The care provided lacked compassion and did not reflect a sensitive approach to vulnerable patients. If you experience anxiety or have particular vulnerabilities, I would advise caution. This represented a significant shortfall in the standard of care I received.

Online booking system made all the difference

One of the poorest experiences I have had with a GP practice. Several years ago, the service provided was quite unsatisfactory, however there has been considerable improvement in recent times, particularly following the introduction of the online appointment system. I now rate the practice very highly and appreciate the enhanced service quality. In comparison with other practices in the area, I would personally consider this to be among the best available.

Easy to book appointments when needed

I have had an excellent experience at this GP practice. Appointments, whether by telephone or in person, are readily available and easy to obtain. The referral process is efficient, and hospital appointments are arranged promptly. The clinical staff have consistently provided good care, and the reception team have always been helpful and professional. While I'm aware that some patients have had different experiences, I would confidently recommend this practice. 5*

GP kept passing me to hospital instead

I found this appointment to be unhelpful, as I was simply referred to the hospital for a routine check rather than having the matter addressed during the consultation itself.

Reception staff were dismissive and unhelpful

The receptionist demonstrated a particularly unfriendly and confrontational manner. The attitude displayed was quite disappointing. It seems problematic that no appointments appear to be available each morning at 8:03 am when the phone lines do not begin accepting calls until later in the morning.

Prescribed medication without ever seeing me

I was with the practice for nearly a year but never managed to get an appointment to see a clinician. Despite this lack of face-to-face consultation, I was prescribed various medications without a proper assessment of my actual health concerns. The prescriptions have since caused me significant adverse effects, which I feel could have been avoided had there been a proper evaluation of my condition before treatment began.

Reception staff dismissive and unhelpful throughout

In my view, this is the worst medical practice in the area, particularly regarding the administrative team. I found them to be unhelpful and dismissive in their manner. Their primary concern appears to be finishing their shift at 6pm rather than attending to patient needs. I would question their competence in any role. As for the clinical staff I've encountered, their interpersonal skills have been severely lacking. It's difficult to understand how they manage their daily responsibilities. Overall, I found the experience disappointing. If you're seeking a practice where staff will be attentive and genuinely listen to your concerns, I would not recommend this one. My impression is that the focus is on processing patients quickly rather than providing thorough care or ensuring you leave with meaningful answers. I am currently seeking alternative healthcare provision elsewhere, as I do not feel confident in the standard of care provided.

Practice ignores urgent calls and messages

I would rate this experience much lower if possible. I found it to be deeply disappointing overall. There were significant delays in responding to urgent correspondence and telephone enquiries. Based on my experience, I felt that the clinical care fell short of expectations, as I believed the medication prescribed was not appropriate for my needs. If you are seeking reliable healthcare support, I would recommend considering alternative providers, as I did not feel my concerns were adequately addressed.

Repeated dosage errors caused frustration

The service has been disappointing, with recurring issues regarding medication amounts.

Quick appointment and helpful reception staff

The receptionist was very helpful and I managed to get an appointment within an hour. A clinician contacted me shortly after that and my medications were delivered to my door quickly. Thank you to the practice. I'm a satisfied patient.

Doctor didn't listen to my concerns

The clinician did not appear to listen to my concerns. I came in regarding knee pain stemming from an injury several years ago, but was referred for a DVT assessment instead. Based on my medical records, the knee pain was unrelated to the original injury.

Efficient clinic that solves problems first visit

I've needed to visit the clinic more frequently than I would have preferred recently, but the experience has consistently been excellent. The team demonstrates efficiency and organisation, and they manage to address concerns effectively during the initial appointment, whether the matter is administrative or clinical in nature. This stands in marked contrast to my previous healthcare provider, which proved to be rather frustrating. If a higher rating were available, I would certainly award it.

Reception staff attitude has noticeably changed

The practice has not felt the same since a previous clinician departed. The reception staff interaction has been disappointing on occasions. I have been a patient at this practice for many years without problems previously. The experience has certainly changed noticeably. The clinical staff are pleasant when appointments can be arranged, though there can be delays in getting through to speak with someone. I do wonder how older patients manage to access care given the current systems in place, particularly those without internet access.

Reception staff weren't helpful or respectful

The reception team appears unmotivated and disengaged. Staff members frequently seem distracted and communicate in a manner that lacks courtesy. The overall service quality suggests this practice may benefit from significant improvements in customer care and staff commitment.

Impossible to book an appointment here

Absolutely shocking, it's nearly impossible to obtain an appointment! The reception team come across as dismissive and discourteous.

Couldn't get through on the phone

Unsatisfactory experience

Receptionists were kind and staff seemed genuinely professional

I've noticed quite a few critical reviews on this platform, which has caught my attention. My own telephone interactions have been mixed rather than consistently poor or consistently good. I suspect the team may be operating under considerable pressure, and given the patient-centred approach that the NHS promotes, I don't believe any poor service would be intentional. They're people doing their best, after all. That said, there are definitely positive aspects worth highlighting. The reception staff have generally been considerate and helpful, and the clinical staff I've encountered have been efficient and conducted themselves professionally during appointments. The current environment is undeniably challenging with health-related pressures and increasing demand, and I'm confident the practice is making genuine efforts within their capacity. It would be wonderful if the practice could grow its team and expand its staffing levels to better manage the workload. My best wishes to everyone there.