Wilberforce Health Centre

Staff weren't very helpful or responsive

The team was not particularly supportive during my visit.

Receptionists didn't know where departments were

The front desk staff appeared disengaged and lacked knowledge about the facility. When I arrived as an interpreter and provided the names of the healthcare provider and patient, the staff were unable to direct us to the correct department. After visiting multiple floors, we were given vague directions and asked to wait for approximately 40 minutes without receiving any further communication. I eventually contacted the number from the appointment confirmation to report that we were still waiting. A staff member subsequently arrived and indicated we should have been directed elsewhere initially. A clinician later emerged and apologised for the confusion, offering to escalate concerns about the experience given that multiple staff members across different floors had been unable to provide clear directions. The overall lack of coordination and information among reception staff was frustrating and fell short of expected standards.

Appointments only bookable from eight in the morning

I find it odd that appointments can only be booked from 8am onwards. The purpose of being able to call the surgery by telephone should be to arrange an appointment at any time that suits the caller. When I tried to request an appointment outside of this window (it was 10am when I made my contact), I was unable to proceed with the booking. This raises concerns about what happens if someone is experiencing symptoms and cannot secure an appointment within the available booking times. This seems problematic. The policies that have been implemented for general practices may need to be reconsidered.

Phone queue dropped the call mid-wait

My partner spent two hours waiting on hold, made it nearly to the front of the queue, and then the call disconnected. This was really frustrating for her. I understand the practice faces challenges, but it would be helpful to have more reliable phone systems in place to prevent these kinds of issues.

Receptionists ignored my child's distress for hours

I attended the walk-in center on the first floor with my young child who was experiencing significant abdominal discomfort related to digestive issues that had persisted for over a week. My child was very distressed throughout the visit. During an extended wait of approximately an hour and a half, I felt that staff appeared overwhelmed by the situation and did not offer any assistance or acknowledgement. I observed that other patients who arrived after us were called before we were seen, despite my child's obvious need for care. When I questioned this, I was told that children were being prioritised, which I found confusing given my child's presence and condition. This led to a frustrating interaction with reception staff, as I felt my child's situation had not been properly recognised or acted upon.

Receptionist didn't check medical history properly

I have been managing a long-term health condition and recently requested a repeat of my medications. The receptionist initially stated that the medications were not documented in my records, but after I asked them to check further back through my file, they were located. I experienced a delay of several days waiting for my medication to be dispensed from the pharmacy, only to discover that the items had not been added to my repeat list. I felt it would have been helpful to have been informed of this issue sooner rather than finding out after the wait. I would appreciate if reception staff could review patient records more thoroughly when handling medication requests.

Couldn't get urgent appointment for medication issue

I experienced an issue with my medication and was instructed to call at 8 the following morning to arrange a consultation to discuss the matter with a clinician. However, when I made the call, I was unable to secure an appointment as I was informed it was not considered urgent enough to warrant one.

Struggling to get mental health support here

As a patient at this practice, I previously had positive experiences. However, I have become quite disappointed with the care provided. I struggle significantly with my wellbeing and managing day-to-day life feels extremely challenging. In my view, mental health concerns are increasingly common, yet I feel there is insufficient attention being given to these matters.

Efficient blood test service, seen promptly together

Just attended for blood tests on the third floor prior to upcoming hospital appointments, having been referred to this location rather than the main busy hospital clinic, and the service was excellent. We were seen shortly after arrival by two efficient and friendly staff members who completed the procedure in about ten minutes. Special mention to the staff member who ensured we were seen together as a couple and who had originally arranged our appointments for us. Will definitely use this service again in future.

Reception staff dismissed my skin concerns without looking

I found the appointment to be unsatisfactory. The clinician treated me dismissively and without respect. I was struggling significantly with my health concerns and requested a referral to a specialist, as I wanted to discuss my skin condition in detail. However, the clinician seemed unwilling to examine my concerns properly and appeared focused solely on ordering a blood test that had been conducted two months prior, despite my not having received any results or follow-up communication about it. When I attempted to explain my medical history and how my condition had developed following previous procedures, the clinician became defensive and raised their voice, stating that I had only one appointment rather than multiple visits. This interaction left me feeling upset and disheartened. I believe that healthcare professionals should aim to make patients feel supported and reassured, rather than leaving them feeling distressed and discouraged.

Clean surgery but reception moved downstairs

The facility is well-maintained, however the reception desk on the upper floor has been discontinued.

Couldn't get through on the phone

Unsatisfactory experience with the telephone service. Calls were frequently disconnected without explanation. Wait times were considerably lengthy, and upon reconnection, the queue position would reset to a high number.

Clean and welcoming reception area

A wonderful, hygienic and inviting practice.

Friendly staff made the wait short

The team were welcoming and the appointment was prompt.

Reception staff showed little empathy or willingness to help

The practice location has changed from its previous position, which seems an odd decision. Getting an appointment requires extraordinary patience and persistence. You would likely receive a faster and more helpful response through alternative means entirely. The reception team demonstrated a lack of warmth and understanding, with unhelpful attitudes and reluctance to assist. Appointment availability is extremely limited and difficult to obtain. There were also concerning observations about how staff communicated with patients for whom English is not a first language, appearing dismissive and condescending rather than supportive. Regarding the clinical care received, there were significant issues with administrative follow-up on referrals, with considerable delays occurring. When concerns were raised about this gap in communication, responsibility was redirected rather than acknowledged. Additionally, certain health concerns were minimised or not taken seriously on multiple occasions, with minimal contact or support provided between appointments. The overall experience felt inadequate and fell well short of expected standards. The service provided was deeply unsatisfactory.

Phone lines never answered, staff unhelpful

It's frustrating that the phone line goes unanswered so frequently. The staff interactions felt unwelcoming, and there appeared to be limited staffing levels. I'm still unclear about my medical situation, and despite attending appointments, I haven't felt that my concerns have been properly understood or addressed. I've been referred between different services without clear explanation, which has left me feeling passed around. I've actually found more helpful information and clearer explanations from online medical resources than I have from my appointments.

Long waits and no appointments available

Extremely poor service with lengthy waiting periods and insufficient staffing availability. The practice appears unable to meet basic patient needs.

Long waits and lack of privacy at reception desk

I have been managing a long-term health condition and am awaiting a specialist appointment, while also dealing with additional health concerns. I attempted to book an appointment by phone on multiple occasions before deciding to visit in person, where I found the waiting area to be very crowded with insufficient organization. The reception area lacked privacy, which made me uncomfortable discussing my health matters. When I was eventually seen around midday, I felt the clinician was dismissive and did not properly engage with what I was describing. They suggested my visit was unnecessary given my pending specialist referrals, which I found frustrating as I had attended regarding a separate issue unrelated to my ongoing condition that I have been dealing with for several years without yet receiving a diagnosis. I was disappointed by what I perceived as a lack of professionalism and compassion during the consultation.

Regular visits with consistent good care

I visit regularly and have consistently had positive experiences.

Staff listened and took time to help

Excellent standard of care and highly professional team members.