West Road Surgery - Ratings and reviews
Reviews
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Review titled Utterly terrible
Rated 5 stars out of 5
by Anonymous - Posted on 11 May 2023
If you're lucky enough to get an appointment, which is almost impossible, you'll never see the same GP twice, as they're all locums. Receptionists are rude and discuss personal information with each other, loudly enough for patients to overhear. If you have another option, find another surgery!
Visited May 2023
West Road Surgery has not yet replied.
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Review titled Appalling practice
Rated 1 star out of 5
by Anonymous - Posted on 23 February 2023
I had to put a date in to make this review. My dissatisfaction relates to years no just one date. I had been with this practice for a number years. Contacting them was an anxiety educing exercise. The phone is not answered for more than an hour - see other reviews on this. Most of all I have found this practice to be soul destroying, unhelpful and mean spirited. I have been fortunate enough to register with another GP practice and the difference is like night and day.
Visited January 2023
West Road Surgery has not yet replied.
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Review titled No service at all
Rated 1 star out of 5
by Jane Arthur - Posted on 06 February 2023
I have been with this surgery for over 40 years and always thought they provided a great service, but in last 18 months cannot get through on phone for appointment or repeat prescription. I work full time and have spent many hours in queues, or no one answering the phone it is so frustrating, am going to have to take time off work to physically go there, which I know is not their preferred option, but I have no choice I need my prescription, such poor service!!
Visited January 2023
West Road Surgery has not yet replied.
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Review titled How do you get an appointment?
Rated 2 stars out of 5
by Anonymous - Posted on 21 January 2023
Phoning the surgery is virtually impossible any time of the day, unfortunately this adds to my anxiety which I suffer greatly from. This actually puts me off although I do need help, try booking an appointment online is non-existent. When you do get through In the past the receptionists have not been helpful and very short. The advice being given to attend A&E is not helpful when you are advised to seek GPs help first. A very broken system. Not their fault.
Visited January 2023
West Road Surgery has not yet replied.
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Review titled Things could hardly be worse
Rated 1 star out of 5
by Anonymous - Posted on 04 November 2022
Not for the first time in trying to get through to reception to make an appointment, I waited 43 minutes and 30 seconds before finally speaking to a receptionist. The call cut off at 14' 29" each time . At the start of the call, I was told I was in position 6 in the queue. So it took almost three quarters of an hour for 6 calls to be answered before mine. When mentioning this to the receptionist I was informed that there was a fault with the system which they were waiting to have repaired. I have been given this same explanation at least 3 times in the last 2 years. If one is lucky to be connected, it's highly unlikely that an appointment will be available so as a last resort, those people who are able attend the surgery before opening hours in the hope they might get an appointment. My experience of this has sometimes worked though it doesn't guarantee that an appointment will be available. It appears the Practice does not have a Manager, not surprising in the circumstances and the reception staff seem to change frequently which is not surprising given the shoddy telephone system. The medical staff are excellent if you can get an appointment but these change frequently and locums are often used so there is often little continuity in patient care. This surgery was rated very highly before the system fell apart after Covid but this is no excuse for the appalling appointment system.
Visited November 2022
West Road Surgery has not yet replied.
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Review titled Worst gp in the history of uk
Rated 1 star out of 5
by Anonymous - Posted on 17 November 2022
It is nearly impossible to get any appointments from this gp and every time you go to them they will say call tomorrow morning at 8 which the never answer or they will say call after 2 for afternoon appointments. This is impossible for a full time job person to leave everything in the world to try to get an appointment within hours.
Visited October 2022
West Road Surgery has not yet replied.
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Review titled Terrible service
Rated 1 star out of 5
by Anonymous - Posted on 14 September 2022
I recently went to see an audiologist as I’ve been having trouble with my hearing, they gave me a referral and even sent an email referral over to request an appointment with the ENT as I’m in danger of losing my hearing in my left ear, went down to the surgery to hand in my referral and was so appalled with the service, was told what they want me to do with it in a rude manner and told doctor would phone me in the afternoon - nothing, been ringing ever since and can never get through, the one time I did I was told they had lost my referral!! Absolutely disgusted by the service and it’s been over a month now and still no referral for ENT, every time I ring they tell me the doctor will ring me and nothing, really need to go somewhere else and I recommend people avoid this surgery at all costs!!
Visited August 2022
West Road Surgery has not yet replied.
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Review titled Gone Way Downhill
Rated 2 stars out of 5
by Anonymous - Posted on 15 August 2022
Used to be a brilliant surgery with great doctors. Now you can't get an appointment without creating a fuss. In general the patient facing (non-medical) staff are lovely but they are forced to work to a system which just isn't fit for purpose. When you do get to see a doctor they also are great - it just shouldn't be such a battle to do so. There doesn't seem to be any adherence to a 'duty of care' overall. Twice in the last week I've had to ring the surgery. The first time I had to try constantly to even get the phone answered only to be automatically put in a queue and then got cut off when the phone was eventually answered at the surgery. I then had to start again and finally got to speak to some one after 90 minutes of trying/queuing, only to be told there were no appointments (in fact, I was told there were no doctors on duty that day but I did get to see a lesser qualified clinician later the same day). The second time it was over 30 minutes before I got to speak to someone. This archaic system means that stress levels for all concerned are immense - patients, having to ring at a time many should be on their way to work or getting ready to do so and then being held in a queue for ages, plus the staff whose mental health must be affected by the stressed patients taking their frustrations out on them when its not their fault. In my view patients need to be able to ring surgeries at a time to suit the patient not the surgery, the "8 o'clock lottery", as its 'affectionally' known needs to be knocked on the head ASAP. The surgery needs to employ enough staff to answer the calls within five minutes (or less) and office staff must be utilised to answer phones if that target is not being met. There should also be enough doctors on duty to deal with all the people who request to see them. In addition, patients should be able to see the same doctor most times they visit (allowing for holidays and home visit rotas). Since joining this surgery, when seeing the same doctor was the norm, I've been seen by more and more, and different, locums which doesn't give a good continuity of care or allow either side to develop a good professional relationship. The fact that I, and many others, have felt it necessary to write a review such as this shows the surgery is failing its patients. Please put things right and make patients the top of your priorities as it doesn't appear to be the case at the moment.
Visited August 2022
West Road Surgery has not yet replied.