West End Medical Centre - Ratings and reviews
Reviews
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Review titled Repeatedly not answering incoming telephone calls.
Rated 1 star out of 5
by Anonymous - Posted on 16 April 2024
On 13 separate calls that I made to the practice today you are met with the usual dictated dialogue .....pick from the following six options, where I picked what was appropriate to myself. The phone rings and rings for two minutes and thirty nine seconds before you are then automatically cut off !! No attempt whatsoever to answer incoming calls. This leaves one to ponder the reasons for this. 1. Not enough members of staff. 2. Putting the profitability of the surgery first rather than employing more people. 3. Placing impossible expectations on limited staff numbers. 4. A continuous downward trend since the two previous doctors left the practice. 5. To many patients already, yet still accepting more. Obviously, the more patients a practice has the greater opportunities for higher profits margins, especially noting that already it's clear that the practice does not appear to be well enough staffed to do a basic task as answering incoming telephone calls. I could well keep itemising many further reasons, yet I feel that those above are the most pertinent in my humble view. This review is by no way a means of being judgemental on the certainly overworked reception staff,but is very definitely aimed at the new owners of the practice. And obviously the practises that they have put into place with an extreme detriment to all the patients at this surgery. My message to the owner/owners of this practice is as follows ; Put your patients first and foremost in every respect. Inniciate steps to improve matters in a timely manner. Patients before profit always. Resolve the obvious staff shortages. And finally, any patients who may read this review and feel that this practice needs to change, as I certainly do, then voice your opinions, as change never comes about when we just settle for accepting matters as they are. And on the flip side of the coin, the patients that think that the surgery is a shining example of what a surgery should be, then again I encourage you to leave a review expressing such an opinion. Anon.
Visited April 2024
West End Medical Centre has not yet replied.
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Review titled Dreadful telephone answering
Rated 1 star out of 5
by Anonymous - Posted on 13 March 2024
I have tried to ring to book a triage for 3 days, without success how can the lines all be full at dead on 8am and all through the day with mo provision to leave a message. No my condition is not life threatening but left untreated it could become so.
Visited March 2024
West End Medical Centre has not yet replied.
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Review titled Great service
Rated 5 stars out of 5
by Liz Taylor Ingram - Posted on 27 March 2024
I am my husband’s carer and at the weekend he felt very unwell with tummy and back pains worsening. I called 111 - this resulted in a trip to West end medical to see out of hours doctor - He was ver kind thorough and reassuring. We left with prescription and plan to see GP in the week So on the Monday pm I Popped to surgery. The next morning we had a phone call to invite usin to see Dr at 10.50. This gentle German Doctor was so thorough and kind . We left with a further plan for tests. I cannot praise the system and service highly enough and further praise needs to be given to the receptionist ( from Liverpool) who went the extra distance to arrange a replacement prescription for myself. I was so pleasantly surprised with the service and efficiency- we were blown away by the care and attention afforded to us from the receptionist, the out of hours doctor and the GP. Thank you.
Visited March 2024
West End Medical Centre has not yet replied.
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Review titled Practice gone downhill
Rated 1 star out of 5
by Anonymous - Posted on 22 January 2024
I have been with this practice for many years and always found them helpful. This is now not the case! Since the practice has changed hands, it has become the worst surgery. There is only one doctor in the surgery at any given time and getting an appointment is impossible - weeks! If you can get through on the telephone. The surgery is always empty when you are in. Recently, due to miscommunication, i was late for an appointment however the doctor would not see me and asked for us to re-book even though the surgery was empty. The lack of compassion was evident and to be told go to the Walk in Centre just seems a waste of valuable resources. The staff always seemed friendly and helpful but this was not the case. The lady seemed very dismissive, Sadly, I now would not recommend this surgery.
Visited January 2024
West End Medical Centre has not yet replied.
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Review titled Very poor.
Rated 1 star out of 5
by Anonymous - Posted on 07 December 2023
I went to see my GP yesterday. I was prescribed something that was widely known by the pharmacies to have been out of stock for a while. I returned to the surgery to see what to do next, was told to visit the pharmacy to get them to fill out an "alternate medication request" form, which they promptly did, and reassured me that this was in stock. (No complaints towards the good service I received from Cohens.) Returned to the surgery and handed it in, only to be told I had to wait until 5pm the following day for it to be at the pharmacy! Went home still unwell before returning back today to collect the medication from the pharmacy. Pharmacy told me the prescription was not there, so I returned to the surgery, who told me that my request hadn't been looked at, and I needed to wait until 5pm tomorrow! I'm in work tomorrow so it's looking like I won't be able to get my medication until Monday, and I'll probably be all better by then. Absolutely appaling lack of care.
Visited December 2023
West End Medical Centre has not yet replied.
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Review titled Waited waited waited.
Rated 2 stars out of 5
by Anthony Howe - Posted on 14 November 2023
Arrived 9:20 am for 9:30 am appointment. Waited waited waited until 10:00 am, but had to leave for another appointment for 10:30 am. Ridiculous time to wait and they don’t let you know they are running late.
Visited November 2023
West End Medical Centre has not yet replied.
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Review titled Appointments
Rated 3 stars out of 5
by Anonymous - Posted on 09 October 2023
I tend not to phone for an appointment,as it takes ages to get through and gets cut off just after 2 minutes, after phoning until I got through,to then be told all appointments gone ,I now go and queue up ,and usually have managed to get appointments.But the last few times having queued and only a few in front of me ,being told no appointments left ,it wasn’t even 8.05am which is ridiculous.I once got told I couldn’t have 2 appointments,( on the same day )1 face to face for myself and a telephone appointment for my husband .To have 1regular Dr ,sometimes a locum and a nurse ,for a surgery with over 4,000 patients is a disgrace ,it seems to have gone worse after being took over .It needs 2 regular Drs working along side each other and 2/ 3 nurses like it used to have .
Visited October 2023
West End Medical Centre has not yet replied.
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Review titled No regards to patients
Rated 2 stars out of 5
by Anonymous - Posted on 15 August 2023
I brought my 81 years old mum for acute pain and swollen leg. As her career, I need to bring her to the clinic and back home, so I have to be there. I specifically asked to have an appointment anytime in the afternoon as I am working in the morning. The doctor asked if I could do 10:30 and I agreed, mentioning from 11 to 12h I would have to be out and was happy to be seen by any other doctor if the timing was not convenient. We arrived at 10:20, from 10:40 I I started to enquire. Until 10:52 the doctor was nowhere to be seen. The receptionist eventually informed us the doctor was still busy. I again requested an appointment later as I could not stay and the doctor was well aware of it, but they declined it, and we left without seeing anyone at 10:55. I understand the difficulty in keeping the time for doctors at times, but I found this situation appalling. The doctor specifically asked us to come for 10:30 knowing we would have to leave for 11h, but managed to miss our appointment while declining giving us any alternatives, leaving my mum without the care she desperately needs. I specifically came out of work to bring my mum to them, and feel quite distressed with this experience. We really feel insignificant to them and I can’t understand these people. Was it because she is old and they don’t care for older patients? Was it because they just don’t have any consideration for people in general? I am certainly very concerned by their refusal to propose any alternative when they have missed our appointment, when every hour is important to bring my mum to a treatment. We will have to go to the A&E and feel let down by this clinic.
Visited August 2023
West End Medical Centre has not yet replied.
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Review titled Shocking service
Rated 1 star out of 5
by Anonymous - Posted on 13 July 2023
I’ve been with this practice 33 years and it’s at its worst ever. Fed up of ringing and the call getting cut off unanswered. I witnessed first hand this week why you can not get an appointment when calling up. The reason is the phone lines open at 8.15 but the doors open at 8am. People queuing up before 8am given the appointments. So if you work or you’re Ill you have no chance. This must be the only practice refusing to prescribe testing strips for type 2 diabetics. God knows why it’s not like they are paying for them. Recently had an appointment with the health care assistant who rocked up 20 minutes late for her first appointment of the day, then she didn’t want to take my blood pressure because I was only booked in for a blood test. I put a complaint in last year about false information being given to me by a receptionist. Jacob the practice manager took nearly six months to deal with it. I had to keep chasing a response. In the end the result was he’d spoke to the receptionist and she didn’t remember dealing with me. Not surprised really as it took him so long. His customer service skills are non existent and the practice should be ashamed of him. I’m Made to feel like I’m a pest asking for my health checks. Had enough so I’m off. This place has deteriorated so badly. None of the staff have any pride in the service they provide and neither should they as it’s diabolical
Visited July 2023
West End Medical Centre has not yet replied.
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Review titled Dangerous and unhelpful
Rated 1 star out of 5
by Anonymous - Posted on 30 March 2023
This practice is by far the worst practice i have ever come across. The service you and your loved ones receive from there is absolutely useless. They dont send repeat prescriptions that are vital when needed (this is a constant problem) even the local chemist has had enough of them! The receptionists dont listen they are rude and talk over you. The occupational therapist there may aswell not exist, shes that bad! And getting in to see an actual doctor is so impossible you have more chance of getting blood from a stone! This place needs to be closed down immediately. They are huge liability and its sadly going to take a tragedy before something is done about them.
Visited March 2023
West End Medical Centre has not yet replied.