West Derby Medical Centre - Ratings and reviews
Reviews
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Review titled Exasperation after 53 rings then no appointments
Rated 1 star out of 5
by Anonymous - Posted on 02 April 2024
We have been told to ring at 8am to 9.30am on the day for appointment. So did as I was told after 53 tries got to hold music finally got through then told have to ring again tomorrow no availability...when I expressed my disappointment etc was told well people turn up at the surgery and we have to give them an appointment !!! so I have been told to go to walk in or use 111 ... please tell me why I am registered at a gp who now can't provide a service to patients so tell you to use 111... beyond frustrated I have been with this GP since I was a child and it is unfortunately absolutely appauling, feel for the staff answering the calls its not their fault but this surgery needs a massive shake up urgently
Visited April 2024
Review titled West Derby Medical Centre
Replied on 02 April 2024
Dear Patient Thankyou for your review We have asked all patients that require an urgent , on the day appointment , to call between the hours of 08:00 - 09:30 . This is to help us to manage the demand of calls made to the practice and ensure we are offering the patients that need an appointment on the day, an appointment where we can The patient demand for appointments has increased significantly during the past 4 weeks and one of our greatest challenges is managing the telephone system and the patient demand on this , Our telephone lines are being blocked by patients who ring continuously hence your frustration at being able to gain a place in the queue and we would always advise patients to make an appointment via the telephone or on line rather than visit the surgery The GP contract states we have to signpost patients to an appropriate healthcare provider if we do not have any available appointments and this is why you are directed to NHS 111/ Walk in Centre or Local Pharmacy if appropriate As a practice we offer the gold standard offer of appointments at around 900 - 1000 appointments a week , these are all taken by our patients on a weekly basis , some are book on the day , others on line and they are also available in advance Thankyou for showing empathy towards the staff that work tirelessly to provide a service to all our patients ,Their job is not easy , especially at the moment . Jan Rimmer Practice Director
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Review titled Impossible to get through
by Anonymous - Posted on 09 April 2024
my adult niece has been given 3 lines of medication to trial from hospital, first one has failed and she needs an appointment to speak to GP to be given a script for the next line of medication. Been trying to get an appointment for 3 days, I have phoned 400 times and my niece has phoned 200 +. She has now admitted defeat and taken herself to A & E because she cannot cope with the pain.
Visited April 2024
West Derby Medical Centre has not yet replied.
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Review titled Breach of confidentiality
Rated 1 star out of 5
by Anonymous - Posted on 12 February 2024
I don’t think I’m going to be the only patient of this practice who feels utterly embarrassed when having to wait in a queue of people in a very busy waiting area to ask for pee and poo sample pots… there has got to be a more discrete way of doing this! Please sort it out totally embarrassing today.
Visited February 2024
Review titled West Derby Medical Centre
Replied on 06 March 2024
Dear Patient Thank you for your comment We now have pots available for you to take in our entrance area Kind Regards Jan Rimmer Practice Director
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Review titled Unable to get an appointment
Rated 1 star out of 5
by Anonymous - Posted on 21 March 2024
I have tried for weeks to get an appointment, calling at 8am as suggested line is busy and have to keep calling over 200 times by the time staff answer the appointments are all gone, they say come to the surgery at 8am however people are actually turning up to que up for 8am at 6:45am just to be able to get one. There are vulnerable elderly patients having to do this which is absolutely absurd! The GP app never shows any appointments to book as advertised on the telephone system and also the e consult always says it is not accepting any more so there is never any way to be seen by a dr.
Visited February 2024
West Derby Medical Centre has not yet replied.
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Review titled Booking system dangers
Rated 1 star out of 5
by Sara Stanger - Posted on 16 February 2024
Since the onset of the Covid, West Derby Medical Centre has transitioned to a same-day appointment booking system, foregoing the provision of future appointments and online booking capabilities. Patients are required to engage with the telephone service promptly at 8 a.m. to secure an appointment, a process often necessitating multiple attempts, sometimes exceeding 100, to successfully connect. This operational model, akin to a "survival of the fittest" approach, poses a substantial risk to patient safety, as it impedes access to care for many of the community's most vulnerable individuals. As a longstanding patient of this practice, I have observed firsthand the genuine concern and proactive approach of the general practitioners, practice nurses, and staff toward patient care for those fortunate enough to secure appointments. However, this system disproportionately affects the acutely ill, exacerbating their conditions and potentially leading to chronic health issues. I have witnessed instances of severely ill and frail individuals enduring inclement weather while queuing outside in pursuit of an appointment—a situation that is untenable in today's technologically advanced landscape. The solution lies in reinstating an electronic booking system augmented by a text reminder service to enhance appointment scheduling and reduce instances of missed appointments. This approach would afford patients greater flexibility in securing appointments while mitigating the issue of no-shows. Today, a relative who suffers with heart failure sought to secure an appointment for symptoms indicative of a kidney infection. Regrettably, she was unable to secure an appointment until the 8th of March and was advised to seek care at a&e. Whilst providing safety netting advice is crucial, redirecting patients to emergency services when their needs could be effectively addressed in primary care only serves to exacerbate pressure on downstream healthcare resources.
Visited February 2024
Review titled West Derby Medical Centre
Replied on 02 April 2024
Dear Sara Thankyou for your review and comments We offer a mixture of appointments at the surgery, we offer on the day , in advance and also online services We have requested that unless your call is urgent that you do not call at 8:00am , we have asked that you call back after 09:30 am Also , calling multiple times in succession on the telephone blocks the telephone lies and makes it more difficult for patients to secure a place in our queue We also request that patients do not visit the surgery to queue for an appointment , I agree that this is not the best environment for our patients waiting outside and also this does not guarantee you an appointment We do offer many ways to book an appointment and all patients are sent a text reminder of the appointment , we still do unfortunately have patients that do not attend despite this reminder and therefore these are wasted appointments We do have to signpost patients if we are unable to offer an appointment, to another suitable healthcare provider , this is part of our GP contract I do hope this answers your queries Jan Rimmer Practice Director
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Review titled Worrying service
Rated 1 star out of 5
by Anonymous - Posted on 18 December 2023
Don’t think I am alone in not being able to get through on appointment line from 8am. Judging by the queues that are outside West Derby Medical centre before 8am, then many people experience same problems. I was told this surgery has now taken on Childwall Surgery patients as well, this hasn’t been verified by staff. However it could explain desperate situation that patients seem to encounter here. I asked to speak to a manager or somebody senior at the practice on 18/12/23. I was told there wasn’t anybody available, receptionist advised they are told to deal with complaints or put it in writing. Front line staff look like they’re being left to deal with frustrated patients with no visible support from management. Lot of negative feedback when speaking to other patients. I heard people are writing to their local MP as such a worrying situation. Can only hope that when another review is carried out by Care Quality Commission (CQC) then measures are taken. Patients and staff alike deserve a better service.
Visited December 2023
Review titled West Derby Medical Centre
Replied on 22 December 2023
Dear Anonymous Thankyou for you review , I will respond to your concerns Our lines open at 8:00am and they are very busy due to patients calling , we do have on line access available and also we have appointments available throughout the day therefore there is no need to wait / queue at 8:00am This week has been particularly busy due to the christmas break next week plus we have 7 trainee Drs taking part in the industrial action We have not ' taken on ' Childwall patients , we continue to be the only GP practice based in West Derby I apologise no one was available to speak to you on the 18/12 . we do have a leadership team available and I will speak to the staff regarding this to understand why you were not offered the opportunity to speak to a manager , our experienced care navigators are able to deal with patient complaints also Our feedback on the whole is positive , we will be sharing comments made within the waiting room area next year and also on our website , we take patient feedback seriously and always strive to improve our service where possible We look forward to our next CQC inspection so we can share the improvements made with the inspection team Kind Regards Jan Rimmer Practice Director
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Review titled Much improved GP practice
Rated 4 stars out of 5
by Susan Kelly - Posted on 08 November 2023
I know that there have been troubling times with this GP surgery but I really feel they have improved. Liaising with the surgery on behalf of my mother, I have found the reception staff to be helpful. When she needed to see a GP she was offered a face to face consultation and was reviewed by a very approachable and attentive GP. Today we had the pleasure of speaking to one of the senior GPs on the telephone who ensured we were fully informed regarding the treatment plan which was very reassuring. This phone call resulted from the Patches E consultation system I used and which I find to be excellent and very convenient for me. I am particularly impressed with the quickness of the responses to any queries made through Patches. Life has changed and that includes access to GPs etc, it’s not their fault and sometimes we need to remember we share a responsibility for our own self care.
Visited November 2023
West Derby Medical Centre has not yet replied.
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Review titled Fantastic nursing staff
Rated 5 stars out of 5
by Martyn Lloyd-Kelly - Posted on 11 October 2023
I've had a phobia of having my bloods taken since I was quite young, and the nurse I saw today was incredibly good at taking them! We actually needed to try both of my arms, and neither arm hurt, and I felt totally fine both during and after. Thank you so much!
Visited October 2023
Review titled West Derby Medical Centre
Replied on 18 October 2023
Dear Mr Lloyd - Kelly Thankyou so much for posting your review , I am so pleased you had a positive experience at the practice I will ensure the amazing Nursing team are made aware of your kind comments Thankyou again Jan Rimmer Practice Director
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Review titled Prescription
Rated 4 stars out of 5
by Anonymous - Posted on 27 September 2023
There was an issue with my prescription which could have been quite stressful. I rang the surgery and spoke to a staff member who went above and beyond to resolve the issue for me for which I am very appreciative. The same staff member is always very respectful and is a great asset to the surgery.
Visited September 2023
Review titled West Derby Medical Centre
Replied on 09 October 2023
Thankyou for your kind words The care navigation team work very hard to ensure we support all patients as much as possible
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Review titled Not hapoy
Rated 2 stars out of 5
by Eva Dean - Posted on 21 September 2023
Rang for a telephone appointment after having a blood test, was told in a few weeks time. Said I want something sooner, was told “are you not aware of the strike” I read it did not affected GP’s. I have never complained, Our health is very important but the GP’s don’t appear to see it that way. I was given an appointment for the following Monday, asked why this didn’t happen in the first place. I work and have a life outside of this GP practice. The person I spoke also kept telling me to follow the link on the message, it was just telling me about high cholesterol?. Have really tried to see the best in West Derby medical centre but have become anxious as an older person for my health and well-being and always trying to diagnose myself.
Visited September 2023
Review titled West Derby Medical Centre
Replied on 09 October 2023
Dear Ms Dean Firstly , please accept my apologies for the late response , I have been experiencing IT issues which have been resolved this morning Our team of care navigators are trained to hep and direct you to the best possible outcome , unfortunately due to the Drs Industrial Action it did affect our appointment availability . We are a large GP training practice and had 5 GP trainees participating in the Industrial Action on the day you called . I am pleased to hear that you were offered an appointment and would like to assure you that we remain committed to providing the best possible care to all our patients