Westgate Surgery - Ratings and reviews
Reviews
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Review titled Just trying to get test results
Rated 3 stars out of 5
by DAVID CAYTON - Posted on 03 April 2024
Today I contacted the surgery about ECG & Chest X-ray results, not wanting to clog the system up. I asked if the doctor could ring me if all was OK and just leave at that. The person on the phone kept saying you need to see Doctor about my blood test, I explained I have in March and tried to tell her that I was ringing up about my outstanding tests. I was told I could have a phone consoltation on the 29 th April that would be in 26 day's away I decided not to take up the phone call I was so mad that it takes so long. I think after 63 years with Westgate it's time for a change.
Visited April 2024
Review titled Westgate Surgery
Replied on 04 April 2024
Dear Mr Cayton Thank you for your comments and for leaving your name so that I have been able to talk to you and sort this out in person. From talking to you it was agreed that the appointment was offered for 29th as you were going away and this was the soonest she could get you in given the dates you were available. Thank you for your understanding regarding the x-ray and ECG results. As I explained, we are not able to contact patients when their tests are normal, but will always contact patients with abnormal results. I apologise again for the frustration you felt when it seemed our patient navigator was not listening to you and was focussing on the need to get you in to discuss your blood result. I will discuss this with her. Best wishes Jane Heuston Business Manager
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Review titled Impossible to book an appointment despite being in pain
Rated 3 stars out of 5
by Anonymous - Posted on 12 March 2024
I can't get an appointment. The previously decent online system is no longer available Phoning the doctors and speaking to a receptionist is practically impossible. Phone line constantly busy. What working person can hold on as 11th in the queue You can't do repeat prescriptions over the phone ...how else do you now do it? Please sort out for online provision asap ..
Visited March 2024
Review titled Westgate Surgery
Replied on 18 March 2024
Dear Patient Thank you for your comment and sharing your concerns. I am afraid we have had a problem with our online service which is currently being fixed. We do understand how difficult and frustrating it is when there are problems with accessing services or submitting requests for prescriptions. Please accept our apologies for any upset or frustration this has caused. Kind regards Jane Heuston Business Manager
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Review titled Online is back!
Rated 4 stars out of 5
by Anonymous - Posted on 17 March 2024
After my previous review the online service is up and running again! This allows me to see what is available and saves my time and the receptionists!
Visited March 2024
Review titled Westgate Surgery
Replied on 18 March 2024
Dear Patient Thank you for submitting an update to your comment, that was very thoughtful of you. I can confirm that the technical error is now fixed. Again, I apologise for the temporary loss of service. Kind regards Jane Heuston Business Manager
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Review titled Excellent service
Rated 5 stars out of 5
by Linda - Posted on 09 February 2024
I can't speak highly enough of the treatment I received at the surgery. A thorough explanation was given, and I was involved throughout, which resulted in an ultrasound scan being arranged. I was happy to learn that I could have the scan at the surgery itself rather than an appointment at the hospital. When I attended my appointment for the scan, it was completed in a professional and friendly manner, and I was on my way within 10 minutes. I was then contacted by phone to discuss the results a short time later. Excellent service throughout. Thank you Westgate.
Visited February 2024
Review titled Westgate Surgery
Replied on 19 February 2024
Dear Linda, Thank you for taking the time to leave such kind comments. We are delighted you are so happy with the care you received at Westgate, as we do try to ensure the patient journey through the healthcare system is as smooth and effective as possible. I will pass this on to the rest of the team. Kind regards Jane Heuston Business Manager
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Review titled Poor and Getting Worse
Rated 1 star out of 5
by Anonymous - Posted on 20 February 2024
Have to phone at 8am for an appt, you can't get through at 8am to then get told off by the receptionist for not phoning at 8am. Nobody is ever on reception when attending the surgery and when you do attend it's dead, no staff, no patients. One occasion phoned to get my 8yr old checked for croup (he has a history of croup, bronchiolitis and viral induced wheeze), to be told by the GP he would not see him or prescribe steroids / any medication and if it got worse to go to A&E as they would give steroids under supervision and sorry its inconvenient but these things happen rarely. Ended up in A&E at 2am to be sent to the out of hours GP who prescribed steroids with no supervision necessary. An absolute waste of A&E time and something that Westgate should have resolved given my son's history. Another occasion, told no appts available when I did eventually get through at 8:30am and told to either phone again the next day or go to Wharfedale Minor Injuries for recurring tonsillitis for twins on the waiting list for their removal. Didn't even need the GP, could have been dealt with by the paramedic who has seen them numerous times for the same thing. Again a waste of Wharfedale's time and something the surgery should have resolved. Appalling service for a surgery that seems to be empty and devoid of any GP at all times.
Visited February 2024
Review titled Westgate Surgery
Replied on 26 February 2024
Dear Patient I am so sorry to hear that you are unhappy with the service you receive from us. We fully sympathise with the frustration and stress caused by the early morning rush for appointments. As part of a national drive to improve how patients access GP services, we are about to undertake a full review of our booking and appointment system. This will allow all patients requests for appointments, advice, etc. to be received the same day and then triaged in priority order. Another aim of this review is to free up staff from the phone lines to be present at the front desk throughout the day. You say that the waiting room is often empty and this is because our clinics run efficiently without long delays for patients. We also offer telephone appointments, which many patients prefer where suitable. When patients are seen face to face we do make these appointments available throughout the course of the day to allow better access for patients’ different working hours. Your comments regarding how you perceive the waiting room area are helpful though, thank you, and we will look at how to improve this area. Regarding the appointment for your son’s croup, as a rule we will always see a child as an urgent extra, so I would appreciate it if you would email me at westgate.otley@nhs.net to discuss this in greater detail. I do apologise for the obvious stress your son’s visit to A&E must have caused you and if after investigation there was anything we could have done better, we would like to know how we could improve in the future. Kind regards Jane Heuston Business Manager
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Review titled Slack administration
Rated 3 stars out of 5
by Dennis - Posted on 15 June 2023
Requested a prescription with 2 items on a Monday. Went to a pharmacy on a Thursday and found that one item was missed. Visited the surgery at 10.45 and was told that the missing item would be available within 2 hours. The pharmacy told me 5 hours later that the tablets were not available. This left me with no tablets.
Visited June 2023
Review titled Westgate Surgery
Replied on 11 July 2023
Thank you for bringing this issue to our attention. We apologise for the inconvenience you experienced regarding your prescription. Patient satisfaction is important to us, and we regret any delay or miscommunication that occurred. We would like to look into this matter further to ensure it doesn't happen again. Please contact us at Westgate.otley@nhs.net to discuss the situation in more detail. We appreciate your patience and hope to resolve this promptly.
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Review titled Poor practice
Rated 2 stars out of 5
by Anonymous - Posted on 12 June 2023
Asked for an appointment due to having a palm-sized lump appear on my upper right groin region. Got told it was low priority and given an appointment 10 days hence without them even taking a look at me. It has grown since I asked for the appointment, and I find it very concerning.
Visited June 2023
Review titled Westgate Surgery
Replied on 10 July 2023
Thank you for sharing your experience. We strive to provide excellent care to our patients, and we apologise for any inconvenience caused. We value your feedback and would appreciate the opportunity to discuss your concerns further. Please contact us at Westgate.otley@nhs.net so that we can address this matter promptly. We look forward to hearing from you.
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Review titled Not helpful
Rated 1 star out of 5
by Anonymous - Posted on 17 February 2023
This surgery has implemented a crazy system whereby if you don’t call at 8am and get one of their allotted “emergency” appointments, you cannot be seen or spoken to that day and they will not entertain making an appointment for the following day. I called with concerns about my 2 year old wheezing in the night at c9.30am to be told all appointments were gone and I’d have to try again at 8am tomorrow but to be mindful appointments fill up in 20 mins (it had taken me 20mins to get through to them on the phone). As I was concerned about my child’s breathing I rang up a different GP surgery who registered my child and saw her within hours. Westgate could learn from other local practices patient care because their new system does not work.
Visited February 2023
Review titled Westgate Surgery
Replied on 23 February 2023
Thank for taking the time to provide feedback. I am sorry that on this occasion our service has let you down. Whilst we do indeed have a system in place to effectively manage urgent, on-the-day appointments, we also know that vulnerable patients (the young, the elderly, the medically complex) need access to see a GP throughout the day. We always make an exception to squeeze these patients in where at all possible. I am sorry that in this instance, the information you were given about calling back the next day was incorrect. I would be grateful if you could contact me directly on westgate.surgery1@nhs.net so I can look into your experience further.
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Review titled Poor communication
Rated 2 stars out of 5
by Anonymous - Posted on 22 November 2022
I have been very disappointed in respect of promised phone calls that don't happen only to chase up and be told they made mistake still don't call when new date arranged. Kept to worry for 3 weeks for results. Not good enough.Bad service and very disappointing
Visited November 2022
Review titled Westgate Surgery
Replied on 23 November 2022
Hi. Thanks for taking the time to share your experience. I’m sorry to hear about promised phone calls and delay in contacting you regarding your results. I’m sorry to hear about your waiting time period regarding these matters. I recognise that this led to you feeling frustrated and kept you worried. I have passed your comments on to practice manager. We want to make sure your voice is heard as we continue to improve and so, if you would like to discuss your experience further, please email us at westgate.otley@nhs.net Kind Regards Westgate Surgery
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Review titled Flu jab shambles
Rated 1 star out of 5
by Anonymous - Posted on 24 September 2022
What an absolute shambles, old people having to queue for ages, causing traffic chaos. It was so efficient in past years.
Visited September 2022
Review titled Westgate Surgery
Replied on 10 October 2022
Dear Patient Many thanks for taking the time to provide the practice with your feedback, the surgery uses feedback to continually monitor patient experience. We apologise that on this occasion your experience fell far short of the service we always strive to deliver. On Saturday 24th September we had over 1200 patients booked in throughout the course of the day for their flu vaccines, with a full compliment of staff on hand to deliver the vaccines. At short notice the surgery managed to secure a large quantity of Covid vaccines, this meant we could give our patients a Covid vaccine in addition to the flu vaccine, this meant that the time per person slightly increased, we apologise if the wait was longer than anticipated, we felt that having 1 trip to the practice for both vaccines would be better than making 2 journeys. Again please accept our apologies. Kind Regards Team Westgate