Westside Medical Centre - Ratings and reviews
Reviews
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Review titled Truly Appalling
Rated 1 star out of 5
by DAVID IAN ROBERTS - Posted on 21 February 2024
Having been a patient for five years I have yet to actually get an appointment with a doctor. I was unable to see and considered this to be reasonable grounds to request an appointment with a doctor but was refused an appointment on two separate occasions. I tried again for another matter and was again refused an appointment because the utterly useless Accurex system would not work. I would not wish their idea of patient care on anyone.
Visited February 2024
Review titled Westside Medical Centre
Replied on 18 March 2024
Dear Mr Roberts Many thanks for your candid feedback. I am sorry that you are finding the new system difficult to navigate. The accurx system has been implemented to try and make seeing the correct clinician easier for patients. There is a form to complete which asks a few questions, such as symptoms, any self care tried and duration of the problem. This is to aid the duty doctor to triage the request and assign you the correct appointment or advice. With regards to your eye condition, for example, you may have been directed to the NHS Eyecare Service where patients are seen by an optician who has the equipment and expertise to assess, diagnose and treat most minor eye conditions. If you are experiencing difficulties in accessing or completing the form, please contact our reception team, explain the issue and they will be more than happy to complete the form on your behalf. If you wish to discuss this further, please do not hesitate to contact the surgery and ask to speak with either one of the Reception Managers or myself. Yours sincerely Kellie Preece Practice Manager
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Review titled Second to none
Rated 5 stars out of 5
by Val Coulson - Posted on 20 November 2023
Extremely prompt, helpful and efficient service once again. Friendly, knowledgeable staff who always do their best to help
Visited November 2023
Review titled Westside Medical Centre
Replied on 18 March 2024
Dear Val many thanks for taking the time to leave us such lovely feedback, we are very happy that you are pleased with our service. I have passed your lovely comments on to the team. Kind regards Kellie Preece Practice Manager
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Review titled The new system really works
Rated 5 stars out of 5
by Susan Garrard - Posted on 21 September 2023
I was able to fill in the simple form explaining my symptoms. The time this took was much shorter than being on the phone waiting to speak to the receptionist! I had a call back within 30 minutes and an appointment within a hour. Like many others I found the old system quite frustrating, I work in education so calling for an appointment at 8.30 or 2pm was difficult. The form is great as you can put as much detail as you want including photos, this enables you to be offered an appointment with the correct person quickly. It may not be a Doctor you need but another member of the clinical team. A very positive experience.
Visited September 2023
Review titled Westside Medical Centre
Replied on 10 October 2023
Dear Susan, many thanks for taking the time to leave us such lovely feedback. We understood our previous system did not work for many people, which is why we changed it back in June - it is really nice to hear that you are finding it easy to use and that you found it such a positive experience! Kindest regards, Kellie Preece, Practice Manager
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Review titled Brilliant practise
Rated 5 stars out of 5
by Karla - Posted on 27 September 2023
Easy to get an appointment through the online booking system. Appointments also on time. All Doctors have been brilliant with myself and my daughter, patient and kind and extremely helpful in regards to advice. They really listen to you and your concerns. Wouldn’t ever change GP service as none other can compare
Visited August 2023
Review titled Westside Medical Centre
Replied on 10 October 2023
Good morning Karla, many thanks for taking the time to leave us such lovely feedback. We are really pleased to read that you have had such a positive experience, I will be sure to share it with all of the team. Kindest regards, Kellie Preece, Practice Manager
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Review titled Can never get appointments
Rated 2 stars out of 5
by Anonymous - Posted on 17 May 2023
Can never get appointments. Phone up wanting appointment for same day ull be told there is none left go a and e. Phoned up today wanting a appointment for a week or so in advance to be told you can't book appointments in advance phone up in morning. So and a and e or a and e it is.
Visited May 2023
Review titled Westside Medical Centre
Replied on 10 October 2023
Good morning, Many thanks for taking the time to leave feedback. As you should have been aware from the communications we shared with all patients at the beginning of May 2023, we changed both the telephone system and the way patients would access appointments from 5th June 2023. In the same communication, we explained that there would be no prebookable appointments available through May, as we prepared for the new system. Since we have gone live with both of the new systems, feedback has been very good with patients, admin staff and clinical staff all finding the system much easier to use and most patients being seen the same day. I do hope this is the case for you too. If however, you are still experiencing difficulties, please contact me at the practice via the main surgery phone number - 01788 544744, to discuss. Kindest regards, Kellie Preece, Practice Manager
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Review titled CQC Needs to check this place
Rated 1 star out of 5
by Anonymous - Posted on 12 April 2023
This practice needs to be audited by the CQC, pretty sure it’ll get closed down. Never have appointments, staff on the phone seems to be done with this job, why have a separate line(option 1) for appointments. If you call at 8:30 in morning you have to be as lucky if you’re in position 1-10 but you’ll most likely end up at 40+ in the queue. Why not have an online sorting system where a doctor/partner is assigned to go through the requests and recognise who actually needs an urgent same day appointment and who will be fine having an appointment provided in next 7/14 days.
Visited April 2023
Review titled Westside Medical Centre
Replied on 19 April 2023
Good morning, Many thanks for taking the time to leave us your honest feedback. We welcome your comments. As with all GP practices, we have noticed a huge increase in our workload over the last couple of years. There are many factors causing this, which include: • people being comfortable to have appointments again following the pandemic • hospital waiting lists are extremely long and so patients are seeing us multiple times whilst waiting to see the specialist • increased population across Rugby, including Houlton without a new surgery being opened We have been trying our best to keep up with demand, which has included increasing our clinical team, however, we do recognise there are still issues. We have been reviewing our systems and we are soon announcing a new appointment system which is due to be implemented from June 2023 onwards. If you wish to discuss your concerns, please contact me at the practice and we can arrange a meeting. Kindest regards, Kellie Preece Practice Manager
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Review titled Fantastic service and staff
Rated 5 stars out of 5
by eileen joanne callaghan - Posted on 04 May 2023
My parents are registered with Westside Medical Centre, I highly commend the service they have received as patients. They have always received fantastic and efficient care. The medical practitioners alongside the practice manager and staff do a truly amazing job. Well done and thank you for all you do
Visited March 2023
Review titled Westside Medical Centre
Replied on 10 October 2023
Good morning, Many thanks for taking the time to leave us feedback. We really appreciate your comments. I will pass on your comments to the team. Kindest regards, Kellie Preece, Practice Manager
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Review titled Impossible to get an appointment
Rated 2 stars out of 5
by Anonymous - Posted on 10 December 2022
It is now near impossible to get an appointment, the practice has too many patients, they can't handle any more, last call I rang at 08:36 to be 45th in the Que, 1.2 hours later told all appointments have gone, go to A+e, that's why the hospitals can't cope either, catch 22. They also will not give you routine appointments in advance, you have to ring at 08:30 so basically go away if you work shifts.. After 30+ years of being at this surgery I'm going to have to move surgeries it seems, they can't handle the volume of patients they have.. This is a real shame, it used to be great..
Visited December 2022
Review titled Westside Medical Centre
Replied on 19 April 2023
Good morning, Many thanks for taking the time to leave us your honest feedback. We welcome your comments. As with all GP practices, we have noticed a huge increase in our workload over the last couple of years. There are many factors causing this, which include: • people being comfortable to have appointments again following the pandemic • hospital waiting lists are extremely long and so patients are seeing us multiple times whilst waiting to see the specialist • increased population across Rugby, including Houlton without a new surgery being opened We have been trying our best to keep up with demand, which has included increasing our clinical team, however, we do recognise there are still issues. We have been reviewing our systems and we are soon announcing a new appointment system which is due to be implemented from June 2023 onwards. If you wish to discuss your concerns, please contact me at the practice and we can arrange a meeting. Kindest regards, Kellie Preece Practice Manager
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Review titled Best GP practice I've had in many years
Rated 5 stars out of 5
by Maggie - Posted on 01 November 2022
Westside Medical Practice has been really supportive, accessible, responsive and proactive. I have been able to get face to face appointments, including home visits, which has been invaluable to me as someone who is 80+ with multiple health needs. They were especially helpful in getting me admitted to hospital when I needed urgent treatment, as well as chasing up waiting lists for outpatients and now after my hospital discharge being proactive in arranging a review for a few weeks time when I've had chance to recover. It is the whole team from reception, practice managment, nurses & doctors - thank you
Visited October 2022
Review titled Westside Medical Centre
Replied on 19 April 2023
Good morning Maggie, many thanks for taking the time to leave us such lovely feedback. We are really pleased to read that you have had such a positive experience, I will make sure to share it with all of the team. Kindest regards Kellie Preece Practice Manager