West Derby Medical Centre
3 Winterburn Crescent, West Derby, Liverpool, Merseyside, L12 8TQContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Appalling service
Rated 1 star out of 5
by Sheelagh Whelan - Posted on 07 December 2022
I visited the surgery at 7.30am today. I was second in line. My son is very poorly, flu like symptoms, dizzy, aching, coughing, sneezing temperature etc. I had him waiting in my car with a hot water bottle and a throw. Surgery opened at 8am. I was told there are no appointments today? I said well how does one get an appointment? Reply, we make them a week in advance now. I didn't know he was going to be ill a week ago. It was suggested 4pm on Friday. Ridiculous. Surely, all appointments should not be filled a week in advance, some should be free for emergency treatment. If patients can wait a week for an appointment their health complaint cannot be life threatening. This system needs urgent attention.
Visited November 2022
West Derby Medical Centre has not yet replied.
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Review titled e-consult
Rated 1 star out of 5
by Anonymous - Posted on 30 November 2022
Can i ask how you can justify leaving a patient who is under the lung unit, presenting with sob and chest pain, also has cvr asthma; 4 days without any treatment! I put my e-consult in on monday and was told someone would ring me back on thursday. I work in a very busy g.p practice ... i'm appalled. Oh and of note, im working through all this!!
Visited November 2022
Review titled West Derby Medical Centre
Replied on 02 December 2022
Dear Patient Thankyou for your review and I apologise for your experience I need further information to investigate your problem , If you could contact the practice and ask to speak to myself or a member of the leadership team , we will be able to help you Jan Rimmer Head of Business and Operations
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Review titled Opening times
Rated 1 star out of 5
by Sheelagh Whelan - Posted on 07 December 2022
It says on your Web site reception opens at 7am, in fact it opens at 8am. Pretty simple mistake to rectify.
Visited November 2022
Review titled West Derby Medical Centre
Replied on 19 December 2022
Dear Ms Whelan Thankyou for your review The practice is available for appts that are made online from 07:30 in the morning , 3 mornings a week Thankyou for pointing this out and I will ensure the website reflects this J Rimmer Head of Business and Operations
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Review titled This practice is a disgrace
Rated 1 star out of 5
by Anonymous - Posted on 26 October 2022
I've lived in the area for over four years and not once have I ever been able to get an appointment - I've never seen a doctor face to face. I am now seven months pregnant and still battling with the practice on a regular basis to receive basic care - again, I am still yet to receive a face-to-face appointment. Throughout my pregnancy, I have received one telephone consultation, which I have had to really fight for. I've since been forced to move my maternity care out of the community practice and directly with my hospital. Staff on reception are incredibly rude and ask invasive and personal questions regarding medical information that should only be shared with a doctor. There are hold times of at least 30 minutes no matter what time of day you call, you can never seem to get an e-Consult appointment - trying to get even the most basic levels of care with this practise is nigh on impossible, and the staff just don't care.
Visited October 2022
Review titled West Derby Medical Centre
Replied on 31 October 2022
Dear Patient Thankyou for your review and I apologise for your experience We are having a new telephone system installed on 9th November and this will allow us to streamline calls and deal with patients that need an appointment more effectively Staff at reception are care navigators and they are trained to ask you questions that will allow them to ensure you get an appointment with a clinician that benefits your needs . We ahve increased the number of econsults available and also the time frame to book these and you can also book an appt via the app and appointments are released at 17:00 each day to facilitate this I would like to assure you that we do care and that we are doing our best to offer all our patients a good experience Jan Rimmer Head of Business and Operations
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Review titled Yet again EConsult not dealt with in timescales
Rated 1 star out of 5
by Anonymous - Posted on 28 October 2022
Waited 4 days for the phone to ring, nothing so sent message stating I had not received the call, I was away from my phone for a few minutes and they called ..... now got a text message saying they have been trying to call me to discuss .... it is so infuriating I have been taking the phone into work meetings etc all week, the contact was out of time think the tone of the message is an insult considering I have waited for them to ring me before 6.30pm yesterday and they didn't.
Visited October 2022
Review titled West Derby Medical Centre
Replied on 31 October 2022
Dear Patient Thankyou for your review If you would like to contact the practice I can look into this further as you should not have waited 4 days for an econsult response I apologise for your experience Jan Rimmer Head Of Business and Operations
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Review titled Ridiculous
Rated 2 stars out of 5
by Anonymous - Posted on 27 October 2022
whoever manages htis practice needs to sort their phone lines out. its unacceptable to have one person on the phone. i have just waited 2hours 40 minutes to be told call 111 or call again ata 8am , its 10.45am now and i am livid at the service from this practice. people are unwell and the service is awful. you cant keep going on like this. during covid there was no issues what so ever - infact it was better doing it online. so pelase do not respond with covid being a reason for this. having worked in customer services for a long time, its fir to say this practice is getting worse and worse by the weeks. if my infeciton was to turn potentially septic which it has in the past i will for sure keep your surgery accountable. i look forward to leaving and i hope you can sort your surgery out before you cause your selfs more bother. having one person on a phone call is pathetic.
Visited October 2022
Review titled West Derby Medical Centre
Replied on 31 October 2022
Dear Patient Thankyou for your review We are having new telephone lines available from 9th November that will allow us to deal with patients that need to see / talk to a clinician We always have more than 1 person answering the telephones currently and we will have up to 8 staff answering the phones at busy times when the new system is implemented Jan Rimmer Head of Business and Operations
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Review titled Trying to get through on the phone
Rated 1 star out of 5
by Anonymous - Posted on 24 October 2022
I have spent over the last three weeks about two and a half hours on the phone waiting to speak to reception at what cost I do not yet know when I do get through the receptionist is always very polite and helpful
Visited October 2022
Review titled West Derby Medical Centre
Replied on 25 October 2022
Dear Patient Thankyou so much for your kind review regarding our reception team , I will ensure I pass your comment to them We are aware of the challenges patients currently face regarding getting through on the phones , as a result of listening to patient comments we have a new telephone system being installed on Wednesday 9th November . This will allow us to direct calls to the appropriate staff and answer calls more effectively . We will also have more staff available to answer the phones Jan Rimmer Head of Business and Operations
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Review titled Threshold too high to access
Rated 1 star out of 5
by Anonymous - Posted on 16 October 2022
Can't get through on the phone, turn up in person to be turned away and told to ring up for an appointment, pointless and unacceptable
Visited September 2022
Review titled West Derby Medical Centre
Replied on 31 October 2022
Dear Patient I apologise for your experience We have a new telephone line available from 9th November and this will allow us to streamline calls that will help us to help patients that need an appointment You can also book via the app Kind Regards Jan Rimmer Head of Buisness and Operations
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Review titled Poor standard of care and compassion
Rated 1 star out of 5
by Racheal Ronayne - Posted on 30 September 2022
Filled out an E-Consult on Tuesday, got a text message Friday saying I couldn’t be helped. Call the practice, bad attitude from reception, doctor refusing to speak to me and thought that a text message was sufficient help. Spoke to business support who were supposed to call me back and didn’t (shock) absolutely devastated I’ve ended up at this practice, will not be going back.
Visited September 2022
Review titled West Derby Medical Centre
Replied on 06 October 2022
Dear Patient Thankyou for your feedback and I apologise for your experience We are not able to deal with all queries through the e-consult option and another service should have been offered if this was the case If you wish to contact the practice , Im sure we will be able to help you with your query Kind Regards Jan Rimmer Head of Business and Operations
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Review titled Diabetes diagnosis
Rated 3 stars out of 5
by Anonymous - Posted on 26 September 2022
Practice nurse very efficient, helpful and easy to talk to. Offered us flu jab while there. Couldn't fault them. Also on way out made a face to face doctors apptment for next day. Very impressed
Visited September 2022
Review titled West Derby Medical Centre
Replied on 06 October 2022
Dear Patient Many thanks for your kind review regarding our practice nurse services I will ensure this feedback is passed through to the team Many Thanks Jan Rimmer Head of Business and Operations