Westongrove Partnership - Ratings and reviews
Reviews
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Review titled Really good care
Rated 5 stars out of 5
by Anonymous - Posted on 07 March 2024
I visited the surgery today . Such a thorough examination very kind and understanding and so helpful.
Visited March 2024
Review titled Westongrove Partnership
Replied on 08 March 2024
Dear Patient, Thank you for taking the time to share your positive feedback about our team! We're glad to hear you had a really good experience with us. Kind regards, Jessica- Site Manager, Wendover Health Centre
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Review titled Wonderful paramedic
Rated 5 stars out of 5
by Jean - Posted on 30 July 2023
The paramedic visited me due to me being unwell for some time. He was very thorough in all aspects and very pleasant too. A wonderful paramedic and great service.
Visited July 2023
Review titled Westongrove Partnership
Replied on 31 July 2023
Thank you for your review. we can learn as much from positive interactions as we do from negative. We will pass your comments to the paramedic team
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Review titled Complete lack of initiative and people skills
Rated 1 star out of 5
by Lydia Brazil - Posted on 04 April 2023
Not for the first time, I telephoned regarding a small child and was met with indifference and contempt. The receptionists at this practice appear to be trained to ensure that the GPS are completely unreachable and it is impossible to see one. They show no initiative and have no people skills. My three year old, who has been hospitalised with viral wheeze in the past week, had a spiking temperature of 41 degrees that wasn't dropping with calpol. She is also in receipt of disability living allowance and has SEN. I rand at 5.10pm, and was firstly rudely told 'we're at capacity, ring 111'. When I pointed out that notoriously this can take upward of an hour, the receptionist sighed and said she'd ask. She then returned and said 'Go to A and E'. I believe that if she had actually asked the GP on call, they could have spared 5 minutes to check my sad, scared disabled child who had already spent much time in A and E. She has currently been waiting there for 3.5 hours to see a doctor. She is distressed and tired. The receptionist at A and E asked why she hadn't just seen her GP? When we mentioned the Westingrove partnership in Wendover she simply rolled her eyes, which I believe says it all. I find the treatment we have received on this, and other, occasions disgraceful. There is no excuse for this level of incompetence or the distress caused to my little girl, when 5 minutes and a shred of initiative was all that was needed.
Visited April 2023
Review titled Westongrove Partnership
Replied on 12 April 2023
Thank you for your post, we hope your child is feeling better. We can confirm that the receptionist did check with the Urgent Care Team following your explanation of the symptoms, who advised to give you the instruction to take your child to A+E. Please contact the surgery directly if you would like to make a complaint and receive a full explanation following the telephone call made regarding your child's illness.
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Review titled Absolutely unacceptable Ivr - Infinite Loop
Rated 1 star out of 5
by Robert B - Posted on 04 March 2023
I've left a Google review for the practice 2 months ago out of frustration that my doctor was either not calling me or calling me so briefly I couldn't answer in time (3 seconds, there about one time). However, that isn't the primary issue I've experienced since moving to this Gp service. I have the internet and the know-how to check your website when stuck in your call Ivr, but only because I have wasted hours waiting for a call that never comes. Your system has been this way for at least over three months now and that's simply unacceptable. Even more so for senior users who won't look on your website to be informed, there's no one there to answer their call. How many hours do you think people in need of care/medical help have been waiting on the phone, desperate to chat when it was impossible to do so? This is simply unacceptable. It borders on cruel for patient neglect and I don't think that's being hyperbolic considering others have noted this below. In addition to that, since I moved to this practice you have been constantly looking for staff to fill customer-facing and admin roles, though I cannot fathom how anyone would willingly stay in the roles you have advertised when you are paying so little for work that must be insanely busy and challenging far beyond the scale of pay, with phones going off constantly throughout the day. If your hands are tied and that's an Nhs standard, that's one thing, but in the interest of staff retention alone, hire people that are willing to take that money and invest in them so they're willing to stick around to provide the support your practice desperately needs. At the very least, Westongrove should have the flexibility to move patients who need help to one of your partner practices in Bedgrove or Wendover, not leaving them high and dry if they happen to have circumstances that make calling or attending the Gp before 1:00 Pm challenging to navigate. I've been with you for over half a year and I've not once been able to actually talk with a doctor from the practice that entire time. Here's hoping my upcoming appointment isn't suddenly cancelled like last time and then I'm blamed when I miss a call that never comes through. If there was a Gordon Ramsay for Gp practices, they'd be absolutely livid and given that my doctor and another one of your doctors recently retired, I think I'd do well to try to find another Gp asap. One positive note? Your reception staff at Bedgrove are amazing. I can't say I've spoken to anyone at Aston Clinton long enough to know how yours are.
Visited March 2023
Review titled Westongrove Partnership
Replied on 08 March 2023
Thank you for your feedback. In order to more fully look into the issues that you raise please contact the Practice directly. We do view complaints as an opportunity to review our systems and if we can we will implement changes. It would be helpful to have more detail regarding the missed telephone appointment and when you accessed the website in terms of dates and times .
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Review titled Great team work
Rated 5 stars out of 5
by Anonymous - Posted on 18 November 2022
Having been sent duplicate texts by an over- active notification system,I spoke to reception, who asked the recall team to contact me. They did contact me at the first opportunity - thank you to both team members for this!
Visited November 2022
Westongrove Partnership has not yet replied.
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Review titled Thank you
Rated 5 stars out of 5
by Anonymous - Posted on 07 November 2022
Used the Ask First symptom checker this morning and was directed that needed to speak to a clinician. This appointment was booked quickly via the app and the GP phoned me within the hour and had booked me in to see me face to face by mid morning. A thorough examination and follow up booked - thank you
Visited November 2022
Westongrove Partnership has not yet replied.
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Review titled The worst dr surgery in Bucks
Rated 1 star out of 5
by Anonymous - Posted on 10 October 2022
bedgrove dr's surgery are absolutely awful. trying to get an appointment requires you to be on hold for at least 30 minutes then you are told there are no appointments (this was at 9:30am) and to ring back at 2pm. So you ring back at 2pm only to be on hold again for another 30 mins or so. Then when you finally get through to someone you are told there are no more emergency appointment. I really don't understand this poor process. How can there be no appointments at 9:30am. The receptionists then tell you 'well if it's urgent go to a&e'.....I have a lump, what good is it going to a&e? Furious. This is the worst dr surgery. Do not register with them.
Visited September 2022
Westongrove Partnership has not yet replied.
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Review titled Responsive and deeply caring practice
Rated 5 stars out of 5
by Anonymous - Posted on 23 June 2022
I’m new to the area and have had to call on the practice quite a few times over the last two months - every interaction has been positive. Receptionists, triage, drs and midwife have all made me feel deeply listened to, thoroughly examined, not patronised and well cared for. One Dr reviewing my very distressed toddler spent the first 5mins just connecting with her. Such human centred care. Really can’t thank or recommend the practice enough.
Visited June 2022
Westongrove Partnership has not yet replied.
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Review titled Answer the phone, please
Rated 2 stars out of 5
by Robert Lewis - Posted on 19 May 2022
I rang at around 6 pm. The automated system advised me to wait, and my call would be dealt with soon. There were 2 people waiting, so it said. Just before 6.30 pm that went down to one. At 6.45 pm someone pulled the plug! So, either the message is wrong (inviting me to stay on the line) or someone deliberately decided to cut me off. When I ran a Public facing business, all Customers who arrived before closing time were dealt with, nomatter that the Staff had to stay on a bit longer. We never left a Customer high and dry, and always answered the phone promptly. You must know how poor the telephone service is, yet you still allow huge queues to build up.
Visited May 2022
Review titled Westongrove Partnership
Replied on 23 May 2022
Thank you for your review. We are sorry you have experienced this issue. We will investigate the issues you have responded and will respond personally accordingly
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Review titled Great difficulty in speaking to or seeing a doctor
Rated 2 stars out of 5
by Anonymous - Posted on 13 May 2022
following my appointment with a doctor it was recommended that I had a X-ray of my hip. this was arranged within a few days at The Chiltern Hospital. The Chiltern sent the Xray to Westongrove Surgery 2 days later. I then tried to get either a telephone or personal appointment using the on line service to find the earliest I could get was 1 month later. I phoned the surgery and managed to get a telephone appointment 3 weeks later. I understand that these are difficult times, but such a delay is unacceptable.
Visited May 2022
Review titled Westongrove Partnership
Replied on 23 May 2022
We are sorry you are not happy with the wait for a routine appointment. Currently a routine appointment will be offered within a 4 week period. A GP will review results sent in immediately and will instruct the reception team if an appointment is needed within a specific timeframe or will indicate that the next routine appointment is suitable. Reception will only call a patient if the GP asks them to and this may be for reasons such as the lab receiving a contaminated sample or the result was not what the GP was anticipating. If a patient feels they need urgent care then we offer the use of the ASK FIRST APP or we have an Urgent Care team that are available for on the day appointments each morning and afternoon, however these lists will be closed once capacity has been reached. We are in the process of recruiting more clinical staff and have been advertising various posts for more than a year as Westongrove is aware that we need more clinical staff to meet the demand from patients.