The Westwood Surgery - Ratings and reviews
Reviews
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Review titled Poor
Rated 2 stars out of 5
by Anonymous - Posted on 15 September 2023
I have had nagging little problems with prescription not being ready on time or being at pick ford surgery when I asked for Westwood. But this tops the lot they sent me a text message to book my flu jab as I and my husband are vulnerable and old, so I use the link they sent with text got us both appointments close to each other, I get home from shops today my husband ask my where's our appointments? Westwood why? Well I just went to order medicine and it say pickford, I check text says Westwood, off I go to Westwood surgery (which is only few House's up) and yes they have on their computer pickford, I showed my text for Westwood ( computer says no) OK so can you change to Westwood, no sorry. Wel. Make another not till October, yes OK. But we do t have them in yet, beggars believes, I walk out I ha e no words for the incompetence
Visited September 2023
Review titled The Westwood Surgery
Replied on 18 September 2023
Dear Patient, We are sorry to hear that the automated appointment system did not meet with your satisfaction. The receptionist would not have access to over ride the system, however, we will be in contact to arrange an appointment that suits you and your husband. Thank you for your feedback Practice Manager
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Review titled Can't now even get a telephone appt !!
Rated 1 star out of 5
by Richard Smith - Posted on 23 September 2023
Really bad experiences when trying to book an appointment using Ask First. Have really bad pain in left groin area, wakes me up at night. Tried repeatedly to get appt, appreciate its a telephone appt but keeps saying nine available!! Hopeless
Visited September 2023
Review titled The Westwood Surgery
Replied on 25 September 2023
Dear Patient I am very sorry to hear about your frustrating experience. We understand that Ask First has not lived up to its expectations. We are waiting for news from SELICB regarding an alternative platform. We have made adjustments to our telephone system and recruited new Receptionist who are currently in training. I hope that with the changes we have made improvements will be seen at a patient level. Thank you for your Feedback. Practice Manager
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Review titled Cannot make appointments
Rated 2 stars out of 5
by Anonymous - Posted on 29 May 2023
I used to highly rate this surgery, they had daily walk ins and you could book online or over the phone. To get an appointment now is impossible, the ask first Ap is not fit for purpose and the reception staff can be incredibly rude. Such a shame as there are some great doctors, you just can’t get through on the phone to book appointment or make one online.
Visited May 2023
Review titled The Westwood Surgery
Replied on 30 May 2023
Dear Anonymous, Thank you for your feedback. We are sorry to hear that your view regarding the practice has gone down. We will be changing Ask first in the next few months. In the mean time we have made telephone appointments bookable via the NHS App or Patient Access. We are trying to answer calls ASAP, However there is a very high demand of calls that are taking longer to deal with than before. We will soon be rolling out a new practice website which will have improved functions for self management and aid access to health care along with resources and health related information. We will be implementing changes over the next few months as part of the Delivery plan for recovering access to primary care. Thank you for your patience.
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Review titled Okay but needs big improvement
Rated 3 stars out of 5
by Anonymous - Posted on 30 May 2023
For the most part, the surgery is helpful and the staff seem to care about your issues. In my experience, getting an appointment booked and a follow-up test booked was simple on the whole. However, the hold time when calling up is far too long. Also, how many weeks/months go by before being provided with results from tests needs to be shortened.
Visited April 2023
Review titled The Westwood Surgery
Replied on 01 June 2023
Dear patient, Thank you for taking the time to provide feedback. We are looking at ways to improve the on hold time for telephone calls. We will soon be rolling out a new website with improved functions. Please download the NHS App to view results, book appointments and order repeat medication etc.
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Review titled No triage system
Rated 2 stars out of 5
by Anonymous - Posted on 15 March 2023
I have just come back from abroad and have developed a hacking cough , headache and breathing problems , called the doctors 90 minutes to get through , no triage system at all , the receptionist was dismissive and the earliest appointment offered was for the 29th March , I’m 63 with permanent lung damage from covid and I’ve just been left with no treatment , very scary
Visited March 2023
Review titled The Westwood Surgery
Replied on 15 March 2023
Dear Patient, I am very sorry to hear that it took a long time to get through to the practice via the telephone line. The phone message does give advise on how to access services including triage via Ask First. You are also able to access advise by contacting NHS111 or your local pharmacy. You may contact the practice manager to discuss any concerns on an individual basis. Thank you The Practice Manager
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Review titled Caring and Helpful
Rated 5 stars out of 5
by Nicola - Posted on 24 January 2023
I was very worried about my daughter, the surgery went the extra mile. The Assistant Practice Manager, is so helpful, kind and approachable exactly the person you need for a busy GP surgery. The GP's are easy to talk to and have helped with my daughters care. The admin staff do an amazing job in a very busy environment. Thank you.
Visited January 2023
Review titled The Westwood Surgery
Replied on 24 January 2023
Thank you for taking the time to post a positive review. This is much appreciated by the whole team.
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Review titled Communication is terrible
Rated 1 star out of 5
by vikki wyatt - Posted on 17 October 2022
I have been trying to get in touch with the practice today. The first time I was on hold for 45 minutes, followed by 1.05 hours, followed by 35 minutes, and I've still not been able to speak to anyone. I need to speak to someone to cancel an appointment and rebook. I've tried using the AskFirst app, but I can't book appointments via this. How are we supposed to contact the surgery when no one answers the phones. I understand phone lines are busy, but this needs looking into.
Visited October 2022
Review titled The Westwood Surgery
Replied on 08 November 2022
Dear Patient We understand and accept that the phone lines are busy, we are looking into ways to improve this issue. Ask First is a new system to the practice and understand that there will be teething problems. We are speaking with the service provider to come to a solution for the identified problems. Thank you for your feedback.
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Review titled Don't answer the phones
Rated 1 star out of 5
by Anonymous - Posted on 20 October 2022
Waited 52 mins on hold to try book an appointment but had to hang up. Attended the surgery in person to book the appointment. Receptionists very unhelpful, leave you standing there without even acknowledging you. Managed to get a telephone appointment. Got a voicemail on the morning of the appointment asking me to call the surgery. Tried to call the surgery on hold for ages had to give up. Never received my telephone appointment. Tried calling back and no one answers the phone. Appaling service. No regard for patient care. I am unable to access health care because of this surgery.
Visited October 2022
Review titled The Westwood Surgery
Replied on 08 November 2022
We are very sorry to hear that you have not been able to get through via the telephone. We are recieving a very high Demand of calls. Our staff are also in the process of calling pateints who have not responded to vaccine invites so that they can be offered and booked for annual vaccinations along with catch up vaccination campaigns i.e Polio vaccinations. Appointments booked via Ask first can be managed via the App.
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Review titled Outstanding continuity of care
Rated 5 stars out of 5
by Michael - Posted on 11 May 2022
Following my cardiac surgery & hospital care, I have received excellent follow up providing seamless care between hospital & GP. I have had regular booked & timed telephone reviews with a named GP giving continuity & confidence during my recovery period. I have received additional medication requests without difficulty. The administrative support staff have also been excellent, especially the deputy practice manager.
Visited May 2022
Review titled The Westwood Surgery
Replied on 23 May 2022
Thank you for taking the time to post a wonderful review this certainly helps boost staff moral. We are happy to hear that you are happy with the care provided and wish you a very speedy recovery. Practice Manager.
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Review titled Great service
Rated 3 stars out of 5
by Joe - Posted on 26 May 2022
Communicated with surgery pharmacist regarding reviewing my medication. Very professional lady. Very caring and patient, sorted out my meds by communicating with my consultant at hospital. Got back to me very prompt. It’s a shame some of the receptionists are not as helpful.
Visited May 2022
Review titled The Westwood Surgery
Replied on 08 November 2022
We have taken your feedback on board, I am sorry to hear that the receptionist was not able to help you. Thank you for your review.