Western Elms & Circuit Lane Surgeries - Ratings and reviews
Reviews
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Review titled Liars !!!
Rated 1 star out of 5
by Anonymous - Posted on 28 March 2024
This surgery is a joke! Appointment made weeks ago and the nurse phones me to cancel even thou very important as I needed bloods back for steroids. Was promised a call back within 10 mins she never did! Then receptionist promised me a call back and never did !!! The next day I finally sorted it out after lots fighting with them. They just cause you stress! Avoid this surgery
Visited March 2024
Review titled Western Elms & Circuit Lane Surgeries
Replied on 28 March 2024
Good morning I was very sorry to see your comment said in such strong language today. The call was to advise you that the nurse was poorly and couldn't see you on that particular day. This was not a lie however due to the heated exchange she asked another nurse to squeeze you in which she advised you at the time. The following person thought that this was made clear so didn't call you back and for this we apologise. Sometimes when conversations become so heated the team come off of a call not really knowing what just happened and for this I am sorry but it is something that we are going to be working very hard on. You say in your comments 'after lots of fighting' and this is how we recollect your numerous calls - may I just remind you that we have a zero tolerance policy. We do make mistakes and we do hold our hands up when that happens, which we did with you when the patient services manager called you to clarify and apologise. I am sorry that on this occasion you felt we let you down. Regards Lisa PM
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Review titled Excellent as always!
Rated 5 stars out of 5
by Neil Buchan - Posted on 08 February 2024
Another visit to Western Elms Surgery with more problems, but they were all mine – the visit itself was a perfect example of what a doctors’ surgery should be offering. The receptionists were charming, friendly and helpful, I was seen spot on time and the doctor was thorough, caring and reassuring. Full marks again for this excellent surgery!
Visited February 2024
Review titled Western Elms & Circuit Lane Surgeries
Replied on 22 March 2024
Dear Mr Buchan Thank you for sharing another kind comment with us. It is certainly good for morale and I will share with the team. Best wishes Lisa PM
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Review titled Awful
Rated 1 star out of 5
by Anonymous - Posted on 01 February 2024
I urgently needed a fit note which I asked for. I explained this was urgent. I'm going into hospital on 12th February for an operation to insert a catheter ready for capd, yet this lot still told me that I'll have to wait for 3 weeks to get a further fit note. Absolute joke, but I'm not laughing. I'm outraged. My current Fit Note runs out on 4 February 2024. I have spoken to the hospital today and explained that this surgery has again failed to provide me with any decent service whatsoever. I even phoned 111 which was an even bigger waste of time too. I will not be able to work for at least the next month so I need this now not next year.
Visited February 2024
Review titled Western Elms & Circuit Lane Surgeries
Replied on 22 March 2024
Good afternoon I am sorry that we did not achieve your expectations and I can see why that might be. It would always be better to ring in and ask to speak with the duty manager if you have a problem that has not been resolved. Sadly I am unable, on some occasions, to unpick anonymous comments to be able to help the patient. Please, in the event this may happen again, give us a call to help you resolve. Regards Lisa PM
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Review titled Perfect practice
Rated 5 stars out of 5
by Anonymous - Posted on 21 February 2024
Following an A&E visit I had a phone appointment with a very nice lady doctor who checked all the details from the hospital, made notes on my current (now recovered) state and reassured me in terms of the likely cause and chances of reoccurrence. Very satisfied with the medical care provided. Thank you.
Visited February 2024
Review titled Western Elms & Circuit Lane Surgeries
Replied on 22 March 2024
Dear Patient Thank you so much for your lovely feedback. I am pleased to hear you are recovered, I will be sure to share your kind comments. Best wishes Lisa PM
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Review titled A great and caring surgery!
Rated 5 stars out of 5
by Anonymous - Posted on 21 February 2024
I’m really hard work when it comes to having a blood test but as usual the wonderful nurse made it look and feel easy. So grateful! And on arrival the reception staff were cheery and welcoming as always.
Visited February 2024
Review titled Western Elms & Circuit Lane Surgeries
Replied on 22 March 2024
Dear Patient Thank you for letting us know how well your appointment went with the nurse recently. I will share this with the nursing team and also the cheery comments to the reception time. Best wishes Lisa PM
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Review titled Appallingly overcomputerised
by Anonymous - Posted on 09 January 2024
Although the staff are excellent, communications with the surgery can mean working through four separate online forms, all of which ask the same questions. Ditto asking for a appointment. This is new and may settle in, but at the moment it's truly appalling
Visited January 2024
Review titled Western Elms & Circuit Lane Surgeries
Replied on 22 March 2024
Good afternoon Thank you for your comments with regard to the complicated systems. Sadly we have a system for everything which is equally as complicated for us. NHSE invest lots of money in new systems and we are hoping that over the coming months things will be more streamlined, especially with the push on trying to get all of our patients to use the NHS app. This enables patients to book appointments, order prescriptions and view medical records. We are going to be implementing Saturday clinics to help patients set this up after Easter. Thank you too for your kind comments about the staff, I will be sure to pass them on. Kind regards Lisa Practice Manager
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Review titled Confusion
Rated 3 stars out of 5
by Zoe Norris - Posted on 08 November 2023
It has taken 2 . 5weeks to get an appointment with a Dr . I received text to confirm face to face booked in on the machine waited & waited !! Then my phone rang it was the Dr " what can I do for you ?? . Couldn't believe it thought she was running 35min late !! I was seen i do believe the administration team could be better . It will be a good talking point but of course in medical situations these errors are unprofessional.
Visited November 2023
Review titled Western Elms & Circuit Lane Surgeries
Replied on 20 November 2023
Dear Patient Thank you for your comments received. It is always nice to be able to investigate the comments from patients and we have been able to do so on this occasion. I'm sorry it has taken you so long to get a GP appointment. When someone prefers a particular GP the options do become less due to leave and other absence as well as the days they work. We have more GP's now than pre-Covid who are full every day but all provide a great level of care. I understand that patients can be more confident with one than another. On the day I understand the GP called you by mistake. She was running late and auditing our records shows she called you in at 11.10am, 20 minutes late. I am sorry this was the case, it was a very difficult day for her with some quite complex patients which is also why she made the mistake of calling you on the phone. I'm glad she was able to call you in for your face to face. Our audit also shows how long a patient is in with a GP and to this end I am sure you will understand how the GP's can run late from time to time. There are always times when people need more support than others. I hope you had a good appointment with the GP and felt reassured and confident in her care when leaving. I am not sure how the admin team could have done better on this occasion but we do use these comments for learning. Thanks again for raising your concerns Kind regards Lisa PM
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Review titled Very unhelpful
Rated 1 star out of 5
by Anonymous - Posted on 04 October 2023
I am 32 weeks pregnant and a teacher and have come into contact with a child who has mumps. I think I am fully vaccinated but rang the surgery to ask if they could access my vaccination record to confirm this. I was told this would have to be a phone appointment with a nurse which couldn’t happen for another 13 days. This could be putting myself and unborn child at risk for almost two more weeks. This is unacceptable and could potentially be dangerous.
Visited October 2023
Review titled Western Elms & Circuit Lane Surgeries
Replied on 10 October 2023
Dear Patient I'm sorry that this has happened to you. I would be grateful if you could contact us on we.scripts@nhs.net and let me know who you are. Please quote reference NHSC1010 for my attention and we will be back in touch with you immediately after listening to the calls. Kind regards Lisa PM
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Review titled Poor service and communication
Rated 3 stars out of 5
by C.R. - Posted on 05 October 2023
Blood test results taken 1 month ago confirmed I was taking too much medication. I was advised by text that I would receive more information by telephone in 4 weeks time. Despite requesting more information at an earlier time, this was refused. The surgery were quite happy for me to continue taking too much medication. If I experience chest pain etc. then to contact local hospital or 111. This promotes poor use of our health care services and a neglect of my healthcare. As it is I am expected to take the call in the middle of my working day.
Visited September 2023
Review titled Western Elms & Circuit Lane Surgeries
Replied on 16 October 2023
Dear CR I am sorry that you have concerns with the prescribing. I would be grateful if you could please contact me on we.scripts@nhs.net reference NHSE051023. I would like to investigate your comments at the earliest opportunity. I did respond to this previously and it hadn't gone through - I have raised this with NHSE and they are investigating. KR Lisa Practice Manager
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Review titled Faultless practice!
Rated 5 stars out of 5
by Neil Buchan - Posted on 11 July 2023
Yet another blooming ailment for me but yet another excellent response from the Western Elms/Circuit Lane team. I had to wait all of three-and-a-half minutes for my call to be answered this morning, the very polite and friendly receptionist took the essentials of my problem, I was called by a highly helpful and knowledgeable paramedic just over an hour later who discussed my symptoms in detail and told me exactly what I needed to do and what the surgery would organise for me and three hours later I had a phone call offering me dates for blood tests and a full med check. I am actually staggered – although very grateful – that with the load there is on GPs and their support staff these days that our surgery is able to offer such a first-class service – one that nevertheless I have experienced from the surgery many times over recent years – but I am also saddened that as I know there are many patients from the surgery who have all had similar excellent experiences that it is generally only people who feel the need to complain who give feedback. It would be really good to see a few more positive reports from patients who have received the great service that I have, to show the Western Elms/Circuit Lane staff – medical and administrative – how much we appreciate them being there for us!
Visited July 2023
Review titled Western Elms & Circuit Lane Surgeries
Replied on 02 August 2023
Thank you once again Mr Buchan for your kind comments. Lovely feedback to share with my lovely team. Kind regards Lisa PM