West Oak Surgery - Ratings and reviews
Reviews
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Review titled Long wait time / Dont accept new patients.
Rated 1 star out of 5
by Anonymous - Posted on 04 December 2023
I dont really know why this surgery is still accepting new patients they clearly cant cope with existing patients. Even if you call at 8, you have wait for atlest 45 minutes. If you walk in to get an appointment you still wait for 30 minutes. I have been waiting for for a long time now and multiple calls to get an appointment.
Visited December 2023
Review titled West Oak Surgery
Replied on 07 December 2023
Dear Patient, Thank you for your review. We are sorry that you feel frustrated with our appointment system. Unfortunately, it is well publicised within the media that patients are finding it hard to obtain GP appointments, and this problem is not unique to West Oak. We are constantly assessing our service to see how we can provide better access, but we must also be mindful of finding a balance between appointment availability and the health and well-being of our staff in terms of safe working levels. With this in mind we have introduced additional clinical roles such as pharmacists and physiotherapists to free up GP appointments, and a range of signposting methods so that we can point patients in the direction of other services which may be better suited to them such as pharmacists, the walk-in centre or 111. We have had days recently where we have a lot of appointments left to offer, and days where we cannot keep up with demand; and it is extremely difficult to predict how it will be on any given day. This has little bearing on how many patients we have registered with us; as we currently have a slightly lower list size compared to other surgeries of our size. We also have a new telephone system which monitors how long patients are waiting on the line and I cannot see any instances recently where patients have been waiting for 45 minutes, and I am unsure what you mean when you state you have been waiting for 30 minutes as a walk-in patient. If you would like to contact me and clarify the date / time that this happened, then I will happily investigate it further. Yvette Storm – Practice Manager
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Review titled Seriously gone down hill
Rated 2 stars out of 5
by Anonymous - Posted on 18 August 2023
My recent results of an MRI, which was done March 2023 were given over the telephone. The results were quite distressing and the phone line was poor. The GP did not know a great deal about my diagnosis as I explained the symptoms I was experiencing he said they were nothing to do with the diagnosis. Since speaking to a Consultant at the hospital for an unrelated condition she told me the symptoms I have are typical of the new diagnosis. I’m very concerned and confused, and very annoyed. I don’t think I should have been told this over a poor connection phone call. Very upsetting and disappointing!
Visited June 2023
Review titled West Oak Surgery
Replied on 21 August 2023
We are sorry to hear that your experience has been less than satisfactory. As you have remained anonymous we are unable to investigate this further, however, if you wish to make a face-to-face appointment to discuss this please contact me and I will be happy to go through the events so that we can address the issues you have raised. We are aware that the phone lines are sometimes problematic, and to resolve this we are in the process of implementing a new cloud-based phone service which we are hopeful will improve the quality of the phone lines. Please do not hesitate to contact me if you would like to discuss this further. Yvette Storm - Practice Manager
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Review titled Shame
Rated 2 stars out of 5
by Clifford Seeds - Posted on 23 May 2023
I have never written a review about anything in the past but on this occasion I felt that a comment should be made. Today I had an appointment at this practice with a nurse, my appointment time was 10.30. Due to public transport problems on Carlton hill the bus was some 20 minutes late & I arrived at the surgery at 10.40. I was informed that the nurse could no longer see me. As I left I noticed a message on my phone telling me “I did not attend” that message was timed at 10.36. Ok I was late, but many times in the past I have waited 10 15 even 20 minutes beyond my appointment time in the waiting room. Also recently I attended an appointment, made by the surgery, only to be told on arrival that “the appointment should not have been made”. No message to cancel or apologize. This experience together with my wife’s tells me the quality of this practice has diminished over recent times, shame, it was so good.
Visited May 2023
Review titled West Oak Surgery
Replied on 15 June 2023
Thank you for your comments and I am sorry you were dissatisfied with the service you received. To enable me to look into this further would you please contact me on 0115 9525320. We are always grateful for patient feedback and appreciate the time you have taken to provide this. Yvette Storm - Practice Manager
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Review titled No appointments
Rated 1 star out of 5
by Anonymous - Posted on 02 February 2023
Disgraceful lack of fair system. I have tried for 5 days to get an appointment.I have hung on the phone from 8 until 8.45 in a queue. When the call is answered I’m told there is no appointments.I have queued at the surgery twice from 7.55 ,after waiting for 20 minutes in the surgery on both occasions I’ve been told all the appointments have gone .On one of those occasions the receptionist told all of us who had been waiting that people start queuing from 7.30 or earlier ! We are at the surgery because we are sick !.For the last 5 days I’ve queued outside twice and been on the phone from 1 second past 8 3 times .The receptionist suggested that I use the walk in centre instead ,is this an overspill for surgeries with poor systems. No one I know at different surgeries has this big a problem. How are the other practices in Mapperley working ? My condition has worsened and needs GP management , an urgent care walk in centre is inappropriate. I pay my national insurance- this is not a free service
Visited February 2023
West Oak Surgery has not yet replied.
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Review titled Booking appointment
Rated 2 stars out of 5
by Deborah - Posted on 24 October 2022
When it takes 1hour 8mins and 37seconds to get through to be told no appointments left then told people queue outside from 7.30 for appointments when they open it’s no wonder it’s disgraceful I’m told it’s not ideal well it’s unjust unfair and downright disgraceful this is not the government it’s the people running the surgery. The doctors are amazing but this has to stop and now
Visited October 2022
Review titled West Oak Surgery
Replied on 06 January 2023
We are sorry to hear that you have experienced difficulty obtaining an appointment. We are in times of unprecedented demand and although we simply cannot safely supply enough appointments to cope with this - we are continually looking at ways to improve. However, we can assure you that our patients on the phone are provided with the same access to appointments as those patients who wish to come in. Yvette Storm - Practice Manager