Windermere Health Centre

Pharmacist went above and beyond with help

I am not a patient at Goodley Dale Health Centre, though I do have my prescriptions delivered there from another surgery. The pharmacist at Goodley Dale was exceptionally helpful when I was dealing with a stressful situation involving test results. They went beyond what I anticipated by making phone calls to help resolve the matter, which I felt my own surgery should have handled.

Easy to book appointments when needed

We are always able to secure an appointment whenever required. The entire team demonstrates friendliness and approachability. The clinical staff show attentiveness and conduct thorough consultations.

Reception staff gave conflicting appointment information repeatedly

I have experienced considerable frustration with the reception team at this health centre. On multiple occasions, I have received information that I believe to be inaccurate, which has caused me distress. When I visit the practice, I often observe the reception staff appearing inattentive to their duties. Recently, I experienced severe abdominal pain and was advised to contact NHS 111, which I did and arranged a telephone consultation. However, I subsequently received a call from the practice indicating I needed to attend in person instead. When attempting to make bookings, I have found my interactions with reception staff to be dismissive and unhelpful, which I find unprofessional. I believe this practice should maintain higher standards of service and that staff would benefit from additional training in patient communication and professional conduct.

Reception team made us feel genuinely welcomed

We wanted to take a moment to express our heartfelt gratitude for the outstanding care we have received at this facility. It is truly a blessing to have such a remarkable resource in our community. We have complete trust in the service provided by the clinical team. Your dedication to patient care is evident, and it is further enhanced by the incredible support staff who serve as the backbone of this organisation. The hidden heroes among you in the reception area exemplify what it means to provide warm, caring service with a personal touch. The compassion and professionalism displayed by every team member we have encountered are truly inspiring. The invaluable service provided is second to none, and we believe the entire team is a credit to the medical field. Each of you acts as an ambassador for the industry, making a significant impact on patients' lives. Thank you from the bottom of our hearts. You all deserve the highest praise for the care and support you have given us.

Staff were friendly and welcoming

The team here are wonderful.

Nurse helped me after my fall today

I am genuinely grateful to the nursing staff member who provided care and treatment following my recent accident. They demonstrated exceptional professionalism and skill, and I consider them a true asset to the nursing profession. Thank you.

Staff turnover and feeling unheard during appointments

This practice was once considered a strong healthcare facility, but standards appear to have declined significantly. There seem to be ongoing staffing challenges, with difficulty retaining clinical personnel. From my perspective, communication feels inadequate—staff appear to speak without genuinely listening to patients' concerns. The financial constraints placed on the practice may be contributing to these issues, as competitive salaries are necessary to attract and retain quality professionals. There appears to be reluctance to prescribe necessary medications in certain circumstances, which raises concerns about patient welfare. The reception staff seem disengaged and unmotivated, which negatively impacts the patient experience. Clinical consultations feel rushed and dismissive, with interruptions occurring when patients attempt to explain their symptoms. The practice management appears to prioritise cost-cutting measures over patient care standards. This combination of factors has left me feeling uncertain about the quality and safety of care provided. Greater regulatory oversight would be beneficial to ensure patients receive appropriate treatment and support. Overall, the practice requires substantial improvements to restore confidence in its service delivery.

Modern facilities made a real difference here

Following the management transition and building renovation to an excellent standard, this practice has continued to improve significantly. Every appointment I've attended, including my most recent one, has been delivered to a very high standard and the care provided is outstanding. The breadth of services available has been expanding steadily - the reception area noticeboards showcase the range of offerings. It's also convenient to have an independent pharmacy located within the practice.

Waiting times have become ridiculous here

Despite significant investment in various improvements over the years, the quality of care appears to have declined noticeably. As a long-standing patient since the surgery's opening, I have observed a considerable change from how things used to operate. The clinical staff seem to have high turnover, and I find they lack the enthusiasm and commitment I would expect. The appointment waiting times are unreasonably long. I have developed concerns about the overall direction and management of the practice.

Swift help for a visiting patient

I reached out to the local health service while visiting the area and needed medical assistance. They quickly arranged suitable care and scheduled an appointment for me at the health centre. The healthcare professional I saw was considerate, welcoming and empathetic. I'm grateful for the support provided, as I don't believe I would have received such attentive service elsewhere.

Welcoming surgery with a fresh, clean environment

The premises are well-maintained following the recent renovation work, and the team members are welcoming.

Felt listened to and genuinely cared for

The care provided is excellent. The clinical staff demonstrate empathy and professionalism. The reception team is helpful and supportive. I consistently feel at ease during my visits. The waiting times are minimal and acceptable.

Staff made me feel at ease during appointment

I want to express my gratitude to the entire staff at our local clinic, especially the clinical team member who assisted me. Despite my anxiety around medical procedures, this staff member displayed exceptional care and skill during my appointment. The professionalism and compassion of the entire team made me feel at ease. I wholeheartedly recommend this surgery for their outstanding care and dedication to their patients.

Receptionists lack manners and basic empathy

I'm only giving this surgery 2 stars because of the clinical staff member who called to discuss my test results—they were genuinely pleasant. However, the reception team displayed an unhelpful demeanor that lacked courtesy and understanding. The management approach seems focused on operational efficiency rather than patient-centered care. When concerns have been raised, the response has been defensive and dismissive rather than constructive. Overall, there appears to be a pattern where accountability for service issues is deflected, with responsibility placed on patients instead—particularly when patients establish reasonable boundaries. The interactions have felt impersonal and lacking in compassion or genuine care. Given my negative experience with this practice, I have decided to register elsewhere.

Dedicated team who listens and cares

A wonderful group of committed professionals who, through recent interactions, have demonstrated their dedication and work with considerable effort to deliver outstanding care.

Reception staff made booking our appointments straightforward

I feel compelled to commend the service that I and my wider family have received from the practice in recent months. I certainly don't do this lightly, as it is fully justified. I never give feedback anonymously, as I've always preferred to provide it face to face wherever possible, and this occasion is no exception. I've shared my thoughts both with reception staff and clinical staff alike. I'm posting here for the benefit of a wider audience. The reception team has been instrumental in facilitating our needs. It's both refreshing and encouraging to note that there appears to be continuity among the medical staff, who know you as an individual and importantly have familiarity with your medical history. Long may this continue. It's reminiscent of earlier times, though there is still considerable room for improvement. I have been associated with this practice for over three decades. The service offered has been variable over time, ranging from exceptional to what might be described as inadequate. However, we now appear to be moving in a positive direction. I hope this continues.

Long phone wait despite being first in queue

I recently attempted to contact this practice for help and found myself on hold for an extended period, even though I appeared to be first in the queue. This was quite frustrating.

Pharmacy location helpful, but diagnosis was wrong

I have a complaint about something that occurred several years ago. I attended for severe wrist pain and was informed it was a ganglion cyst, with advice to manage it using paracetamol. My concern is that I have since developed significant pain in both wrists, and I believe the initial diagnosis may have been incorrect. The condition I actually had appears to be related to repetitive strain, which I may have inadvertently aggravated by following the guidance given at that time. I acknowledge that seeking a second opinion would have been prudent, though at the time I lacked the experience to recognise this need, and obtaining GP appointments is not straightforward. Looking back at information about ganglion cysts, I struggle to understand how that conclusion was reached, as I do not recall presenting with the typical characteristics associated with that condition. On a positive note, the on-site pharmacy is extremely convenient. The appointment scheduling system was well-organised from what I can recall, though I cannot comment on whether this remains the case following recent changes.

Reception staff were dismissive and unhelpful

Relocated to the area nine months ago. Had two separate appointments scheduled on the same day, which felt unnecessary. This occurred because certain health concerns were not addressed during the initial consultation, resulting in a seven-hour wait for a follow-up visit with the same clinician. Additionally, there was a missed call as appointment times are not provided in advance, unlike my previous surgery. I also felt that my concerns were not fully heard during the consultation. The reception staff, however, were unhelpful and dismissive. Despite needing assistance and being visibly distressed, I did not feel listened to or supported. The interaction lacked empathy and professional communication. What was particularly upsetting was the perceived lack of respect shown during the exchange, which left me feeling uncomfortable and unwelcome. Overall, I found my experience at this surgery to be disappointing and would caution others about the standard of service provided.

Blood test taken badly, then called back again

I would recommend avoiding this practice. During a blood test appointment, I experienced pain in my arm that persisted for several days afterwards. When I questioned whether sufficient blood had been collected, I was assured that everything was fine. However, I received a call two days later indicating that the sample was inadequate and asking me to return for another appointment. At the second visit, the practitioner removed hair from multiple areas and subsequently informed me that the equipment was not functioning due to a depleted battery. After contributing to the National Insurance system for over a decade, I have found it more economical and satisfactory to seek private healthcare elsewhere. Additionally, the cost of medical transport has increased significantly over recent years. I have lost confidence in the service provided here and have developed considerable knowledge about health matters through my own research, which makes the experience feel particularly frustrating.