Whetstone Lane Med Ctr - Ratings and reviews
Reviews
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Review titled professional and helpful until recently.
Rated 3 stars out of 5
by Anonymous - Posted on 01 January 2024
I left the review below on 13/12 and it has not been published. I would also also like to clarify the wellbeing practitioner I mentioned was an advanced nurse practitioner. 13 December 2023 Review of Whetstone Lane Medical Centre I've been with this surgery for over 50 years and I've always felt that practice staff and doctors were professional and helpful until recently. A telephone appointment was booked by a GP with a wellbeing practitioner for last week and the call was late so I phoned the surgery and I was advised I'm booked in and they'll message the practitioner. At the end of the day I still hadn't received the call so I phoned again and was advised another message would be sent. The following day I submitted a message via patchs about not being contacted by the wellbeing practitioner and asked for the GP to be informed. I then received a call from admin saying sorry the GP is new and there's a triage system. Being told this at a time when I'm at my most vulnerable seeking support was quiet shocking. I don't even know whether my GP has been made aware of this and I do not think it's professional to leave me hanging waiting for a call without informing me there was a problem. I arrived at the surgery this week before opening time to ensure I was able to consult with the GP about my medication. I then waited over an hour for the appointment and realised something was wrong when I wasn't called. When I asked reception staff about it I was told sorry you've missed your appointment because you didn't book in again and you'll have to come back tomorrow. But I had no idea this was expected because no one told me and it's very difficult for me to go outside due to my condition so coming back the following day wasn't an option. I submitted a patchs request for a repeat prescription and then received a message saying my prescription wasn't due until January but this was incorrect so I phoned the surgery. I asked the person I spoke with to contact a GP about my medication as information on the system is not accurate. I then waited for a call back but received no call so I had to phone the surgery again. I was then informed that medication had been put through to the pharmacy but had I not phoned I wouldn't have known this. And unfortunately only part of my prescription has been put through so I had to request the rest of my script. Also the dose on my medication has not been updated so information held is inaccurate.
Visited December 2023
Review titled Whetstone Lane Med Ctr
Replied on 18 January 2024
Thank you for your feedback. My name is Chris, the practice manager and I am responding to your comments. I am sorry to hear about your recent experience at the practice. If you would like to discuss this further, please can you contact me on: cmicb-wi.gatekeepern85019@nhs.net and I can look into this for you. Thank you.
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Review titled Compassionate visit
Rated 5 stars out of 5
by Joni flynn - Posted on 20 December 2023
I came to the surgery Friday after suffering several days of unknown pain. I saw one of your ANP who showed so much empathy, thoroughly checked my symptoms and explained what the next week or so had instore. I can’t tell you how reassuring and heard I felt. The best patient contact I have had is with your ANP and nurses in the surgery- I was thinking of moving away after a bad experience with a GP this year however Fridays visit with your ANP and the overall the surgery was being ran that day (very busy) has made me change my mind, as I could tell after many years of being with the surgery it seems to be improving. Your nurses and ANP are a credit.
Visited December 2023
Review titled Whetstone Lane Med Ctr
Replied on 02 January 2024
Hi Joni, Many thanks for your comments regarding your recent visit to the practice. I will be sure to pass on your feedback to the clinician you saw. Kind regards, Whetstone Medical Centre.
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Review titled Great if you can get an appointment
Rated 3 stars out of 5
by Cathy - Posted on 18 September 2023
I phoned at 8am and was put in a que of 25 people so waited 20 mins and they picked up the phone and hung up on me so I didn't even get to speak to them so I rang straight back to only be told the que is full so I drove round to the surgery and told the girl on desk I waited and was hung up on and no apology nothing just we have no appointments left when I told her what it was for she said I see you need to see someone and she went off to ask someone and came back and said sorry you will have to call back tomorrow or do a patches app so I did well not on patches and she said well call in morning, no help what so ever seen as they hung up the call and in in work tomorrow so what am I supposed to do, they tell you not to go to hozy because they are so busy but you can't see a gp either not good at all
Visited September 2023
Review titled Whetstone Lane Med Ctr
Replied on 09 October 2023
Hi Cathy. Thank you for your comments and feedback. We apologise that your experience with the practice has not met your expectations. The practice has recently recruited 2 x salaried GP's and an Advanced Nurse Practitioner, and this has provided additional appointment capacity for our patients. We also offer Extended Access Appointments via our PCN and these appointments are released daily at 12pm and can be booked via reception.
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Review titled Terrible
Rated 2 stars out of 5
by Phil Cloete - Posted on 27 March 2023
I've been a patient of Whetstone doctors for over 47 years. What's happen to this once great doctor's. You get letters from the surgery to make an appointment, there is none. Am supposed to give bloods every month because of the meds am on. Again the appointments are either over a month away or none existing. Why send letters out to your patients to make appointments? After 47years am now thinking of looking for a new surgery, which makes me sad. My old family doctor retired years ago from the surgery. Just not the same anymore. I understand that cuts from government have made it even harder for surgeries to operate as they would like to. But surely to neglect and disregard your patients is not the way forward. How about when you send a letter out for someone to make an appointment. You give them a choice of times an dates to attend said appointment. Then people can choose from the dates and times offered. Your appointment system at the moment is obviously not working. You must do better for the patients of your surgery. From a concerned and un-happy patient please sort our surgery out!
Visited March 2023
Whetstone Lane Med Ctr has not yet replied.
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Review titled Very rude & unhelpful staff
Rated 1 star out of 5
by Anonymous - Posted on 29 April 2023
Every time I have spoken to the admin staff they have been rude & nasty! They have hung up on me multiple time, rather than actually helped me. Also they refuse to do anything over email! How ridiculous is that in 2023! Really don't seem to be interested in putting patient's needs ot care first.
Visited March 2023
Review titled Whetstone Lane Med Ctr
Replied on 02 May 2023
I am sorry to learn about your negative experience with our administration staff. It is unacceptable for anyone to be treated rudely or dismissively especially when seeking help and care. May I suggest you contact the practice manager in order for this matter to be investigated. It is important to note that we have protocols in place that require certain actions to be taken only via a written request due to the sensitive nature of information being requested or discussed, and we respectfully ask you to observe these.
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Review titled Can't get through
Rated 3 stars out of 5
by Gillian Murphy - Posted on 16 January 2023
Can never get an appointment finally got through and guess what no appointment. Was told to submit an e consult...yes you got it they haven't turned it on yet!!!! Otherwise great doctors when you gey in its getting in that's the problem
Visited January 2023
Whetstone Lane Med Ctr has not yet replied.
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Review titled Poor service from medication team
Rated 2 stars out of 5
by Anonymous - Posted on 31 December 2022
I recently had the misfortune of dealing with the medication team when a family member became terminally ill. one of them was fantastic but the other 2 definitely need training! One of them didn’t have a clue what she was talking about and the other one answers the phone very loudly, chewing down the phone and continues to eat while she talks to you. VERY unprofessional. She then demanded we sent an email request for syringe drive medication …. Patients dying and she’s demanding an email! Both of them didn’t have a clue what most of the medication was, surely the practice would be better employing people who have some medication knowledge. But one thing both of them definitely need is lessons in how to deal with patients instead of being rude! Feel sorry for the third member of this team who must carry the can for the other two
Visited October 2022
Review titled Whetstone Lane Med Ctr
Replied on 10 January 2023
Thank you for your feedback. I am sorry on this occasion your interaction with practice fell short of the normal professional standards we expect from staff. Your comments will be fed back to the appropriate team manager and any training needs acted upon.
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Review titled Difficulty getting routine appointment
Rated 2 stars out of 5
by Anonymous - Posted on 05 October 2022
Since covid, they've changed the appointments process so you can no longer book a routine appointment in advance, via phone or online. What makes it worse, is that is it's for important test results, which you can only call about after 2pm. When I called about these results yesterday, I was told to book an appointment by ringing at 8am today (as that's how you book any appointment now). I've just spent 30 mins on the phone as the lines were busy, just to find out there were no appointments left for today. This means I need to go through this process again tomorrow, with no guarantee of an appointment in the end. You should be able to make routine appointments in advance, and still have the option to call on the day, for more urgent matters, like pre-covid.
Visited October 2022
Whetstone Lane Med Ctr has not yet replied.
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Review titled Disgraceful
Rated 1 star out of 5
by Sick Person - Posted on 29 July 2022
I attended the on site Nurse with an on going problem the outcome being was that she intended to speak to the duty Dr of the day which she did as I received a text from the practices receptionist stating I needed to speak to a Dr directly for treatment. I rang the practice this morning and was told they where only taking appointments for urgent illness as they only had 1 Dr available....surely if your ill to everyone its urgent. I asked what was classed urgent to which the receptionist replied people with critical life threatening problems to which I replied surely if that was the case they'd call 999 and go to hospital? How can a Medical practice only have 1 Dr available and why are they allowed to continue without some sort of authority taking action. Practices like Whetstone Lane Medical Centre are the reason why hospitals are getting overrun with people seeking medical help for things that their local practice should be dealing with.
Visited July 2022
Review titled Whetstone Lane Med Ctr
Replied on 03 August 2022
Thank you for your recent review of the practice. On the day you called the practice may have had staff on annual leave or absent due to sickness and illness. In such a situation (and on any other day), reception staff triage patient calls and help navigate them to the most appropriate level of care. The duty doctor will see patients in an emergency situation that meet certain criteria, and the practice must observe this in order to attend to the most seriously ill of patients. GP surgeries have to work within a certain capacity of appointments to ensure that patients are treated safely. At times, this may mean restricting the number of non-urgent, routine appointments. In addition to this, there is a national shortage of GPs and this has been exacerbated by Covid-19 with many taking early retirement. It would be inappropriate to discuss each individual’s case but the practice would welcome the opportunity to discuss this with you. Please can you contact our complaints manager Debbie Gordon on 0151 647 9613 and we will be happy to speak with you.
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Review titled Very rude admin staff
Rated 1 star out of 5
by Lisa - Posted on 18 September 2022
The practise gas severely dropped in quality and service in the oast couple if years, it used to be great really cared about their patients wrlfare & health but now it's awful, they no longer give a toss about the patients, we are just numbers on their books, not people! It's extremely difficult to actually get an appointment. Call at 8am as required stay on hold for 20 minutes, to be told all appointments are gone! Seriously? Hope can they have so few appointments that they are all gone in 20 minutes! I was even told that despite having severe difficulties breathing on a Friday morning that they had no appointments, so to call back on Monday! Really? If you ever manage to speak to a clinial staff member they are OK but the admin staff,despite having no medical training (to their own admission) will decide who can and can't see the doctor. They do not care, are rude, nasty, patronising and I've even known them to downright lie to me and another patient! Absolutely Awful GP practise, avoid! I certainly will me from now on and am moving to another practice ASAP.
Visited June 2022
Whetstone Lane Med Ctr has not yet replied.