Wearside Medical Practice
VC
Valeria C. one year ago • From Google
Poor
I would rate this practice two stars because while some clinicians demonstrate genuine commitment to patient care, there are significant concerns about the overall service quality. Certain reception staff members display unhelpful attitudes and appear unwilling to take responsibility for their conduct, which suggests inadequate oversight and quality assurance processes. The management appears focused on defending poor service rather than addressing underlying issues. Procedures are not communicated clearly to patients. For example, check-in at the desk is required even with a scheduled appointment, otherwise patients may not be called and could miss their slot. I experienced a situation where I was refused an appointment due to arriving late, while other patients were seen in my allocated time slot. Staff expect patients to be familiar with all policies without making these easily accessible, and will defend their position rather than provide written guidance. The practice advertises same-day emergency appointments as a commitment, yet in practice these are not issued, with patients instead directed to call the following day or contact NHS 111. When presenting with multiple symptoms requiring urgent attention, the practice requests separate appointments for each issue rather than offering extended consultations, creating unnecessary delays and inefficiency. Some clinicians and a few reception staff members are genuinely helpful and professional. However, the problematic staff members appear to operate without meaningful consequences, which reflects poorly on management standards. I have also had experiences with individual clinicians that were unhelpful. On one occasion, I required emergency hospital referral for urgent assessment. On another occasion, medication was prescribed following what I believe was an incomplete clinical assessment, resulting in an adverse reaction that necessitated emergency department attendance. These matters were reported to management without apparent action or commitment to service improvement.
Carmen L.