Westwood Clinic

Phone lines constantly let you down

This practice has not met my expectations. I have experienced difficulties reaching them by phone, and when contact is made, the calls are often disconnected. There have been instances where commitments made during consultations were not followed through. Overall, I have found the service to be unsatisfactory and feel my time and resources have not been well spent.

New team finally took her shoulder seriously

This GP surgery is excellent. They have successfully addressed my wife's shoulder issue, which had previously been dismissed under the former management. I am very grateful for their help.

Friendly receptionists made booking straightforward

I have been a patient at this practice for many years and have consistently received excellent care throughout my time here. The reception staff are invariably welcoming and supportive, the nursing team demonstrate genuine compassion and professionalism, and the clinical staff provide outstanding service. I find it difficult to understand how others could have negative experiences at this surgery.

Reception staff dismissive about appointment urgency

A deeply disappointing experience overall. The standard of care fell far short of expectations. The front desk team seemed unhelpful and dismissive. Rather than listening to concerns, staff appeared more interested in questioning the validity of the issue than addressing it. Securing an appointment proved extremely difficult, with availability seeming nearly impossible to obtain. The service was frustrating and ineffective. Additionally, there were concerning attitudes expressed regarding health matters that felt dismissive and inappropriate.

Impossible to book face to face appointments

Terrible experience overall. Obtaining an appointment requires significant effort. Arranging blood work presents additional challenges. Face-to-face consultations appear unavailable. The practice feels ineffective. Our entire household is considering switching providers. Would rate them lower if the system allowed it. The nursing staff are excellent, but this doesn't compensate for other shortcomings.

Reception staff made time to listen and help

This practice demonstrated outstanding care for my family member who was living with a complex long-term condition. Every member of the team, from reception through to clinical staff, showed themselves to be helpful and professional, consistently making time available and displaying genuine compassion. They were excellent at communicating clearly, offering information and guidance whenever required. Most significantly, they showed strong coordination and took effective action to ensure my family member received the high standard of care they needed. Thank you to all involved.

Receptionists made booking appointments difficult

I have been a patient at this practice for over three decades and generally maintained good health, so I rarely required medical attention. However, in recent times when I have needed to book an appointment, I have found it increasingly difficult to secure one. The appointment booking process has become quite challenging, and I have found the reception staff to be unhelpful and unwelcoming. Their manner has noticeably deteriorated in recent years, which ultimately led me to decide to transfer to a different practice. I do not anticipate missing my time here.

Supportive care throughout my treatment journey

I appreciate the care and support you provided throughout my medical treatment and the way your entire team assisted me, from clinical staff to administrative personnel. You are all wonderful.

Waiting a week for a callback response

I have been waiting over a week for a callback and have not received one. I have attempted to reach the reception team multiple times without success, which has been frustrating.

Receptionist rudeness makes appointments impossible

This practice does not meet my expectations. The quality of care was already disappointing before recent times, and it appears to have declined further since then. The reception team can be unwelcoming, and securing an appointment is consistently difficult.

Left after two decades with the practice

I no longer reside or work in the area and have unfortunately moved my registration to a nearby practice due to accessibility considerations. Having been a patient for two decades, I consistently experienced high-quality care despite the evident demands on the service. I will greatly miss this practice.

Reception made me collect letter instead of posting it

The receptionist's service was disappointing. However, the clinician I eventually spoke with was pleasant and helpful. I was puzzled by the request to collect an appointment letter in person from the surgery rather than having it sent to my home address. This required me to make a significant journey from my workplace, and when I arrived, I was unable to enter the building and received the letter through the window instead. Given the circumstances at the time, it seemed illogical that posting the letter would not have been a more practical solution.

Long wait times and poor communication

The service fell short of expectations, which aligns with recent performance assessments that have raised concerns about this practice.

Results delayed and doctor hadn't reviewed them yet

I was tested for a condition and told I would receive my results by a certain day in the week. When I followed up two days later, I discovered the results had not yet been reviewed. I sought support for a long-standing eating difficulty spanning seven years, but was referred to a prevention service for early-stage cases instead. Despite repeatedly mentioning the duration and severity of my struggle, this was not taken into account. During a routine appointment, I was also congratulated on weight loss in a way that felt inappropriate given my circumstances. No one explained that certain physical symptoms I was experiencing could be serious and warrant emergency care, which I only learned from a different service I was referred to. This lack of communication over an extended period was concerning, as it could have had serious consequences. I attended for help with severe sleep problems affecting my daily functioning, but was offered a herbal remedy rather than a review of my current medication. When I requested a change to medication that might help with sleep, this was declined, and no alternative pharmaceutical options were discussed. The phlebotomy staff are generally helpful and professional, though my experience at one particular appointment was less positive. However, I have found the clinical consultations largely ineffective. Over the course of a year, I attended approximately 48 times, yet only a small fraction of these visits resulted in meaningful resolution. I was referred for specialist psychological therapy and waited three months without any action or communication regarding the referral process. This lack of progress has been frustrating. I have decided to register with a different practice and feel the service has declined compared to previous years.

Long-term patient finds staff consistently polite and helpful

I have been a patient at this practice for approximately four decades and have consistently found the staff to be courteous, friendly and accommodating. I can only imagine that those who report negative interactions may have had different circumstances, as I have never encountered any issues during my many years as a patient here.

Reception staff were polite and helpful

Have always found the reception team to be courteous and helpful. Scheduling appointments has been straightforward without any difficulties.

Reception staff made me feel genuinely welcome

I have a feeling the same reception team members work at this surgery based on the consistently pleasant service that patients appear to receive.

Phone queue with no hold music is unbearable

I've been attempting to reach the practice throughout the day without success. The telephone system lacks any hold music, instead featuring a repetitive voice message that becomes increasingly unbearable. I find it difficult to remain on the line for more than ten minutes at a stretch, as the experience is genuinely unpleasant. From a patient perspective, this appears to be one of the poorest aspects of the service, and I suspect it may inadvertently discourage people from persisting with their calls. If patient calls were truly valued, the waiting experience would surely be made more tolerable.

Long wait for phone consultation appointment

Experienced a lengthy wait for a telephone appointment that lasted several hours, which was frustrating. Will not be seeking further consultations through this method.

Reception staff were dismissive and unhelpful

This practice has been the most disappointing I have experienced. The reception staff seem to overestimate their level of expertise, and regarding the clinical staff, I would prefer not to elaborate further as my comments might be considered too harsh. I would strongly recommend looking elsewhere for your healthcare needs if you are in the local area.