Westbury Medical Centre - Ratings and reviews
Reviews
-
Review titled Waste of time
Rated 1 star out of 5
by Jacqueline carr - Posted on 12 April 2024
My 2nd time having to deal with this surgery since registering with them in February. Had a bad experience with them then and another one now. I need blood test done and a stroke care appointment. It’s impossible to get through on the phones . They never respond to the call back request. I gave them the benefit of the doubt in February when the practice manager apologised for the disgusting behaviour of the reception staff, not one of them but two and I never received my callback request. It baffles me on the four stars this surgery has.
Visited April 2024
Review titled Westbury Medical Centre
Replied on 12 April 2024
Dear Jacqueline I am very sorry to hear you are unhappy with the practice. Our phones are extremely busy at this time as all patients are being recalled for their yearly reviews. Patients are then either phoning the surgery to book appointments or coming in to collect their blood forms. We have extra staff answering the phones and assisting on the front desk but there are delays due to the call volume. As previously explained to you there are other ways to access the practice which would mean you don't have to wait on the phone or await a telephone callback. You can go to our practice website (https://westbury.webgp.com/) and submit an e-consultation or if you have patient access you can go to your account and book an appointment yourself. I understand your frustration with our phone system but after looking further into your complaint it appears we tried to call you back several times unsuccessfully. I hope this explains things for you. If not you are always welcome to contact the practice to discuss. Best wishes Debbie Kelly Practice Manager
-
Review titled I guess normal practice.
Rated 1 star out of 5
by Anonymous - Posted on 17 March 2024
The only way to contact the surgery is via telephone. It's 2024 and I can't book an appointment online? To leave this review, I had to provide an email so why can't I at least send the GP an email?
Visited March 2024
Review titled Westbury Medical Centre
Replied on 25 March 2024
Dear Patient Thank you very much for submitting your feedback to the practice. With regards to contacting the practice and booking an appointment there are several ways patients can do this. 1. If you have online access you can book an appointment/ order prescriptions via your app. 2. You can go to the practice website and submit an online consultation using e-consult service - https://westbury.webgp.com/ 3. You can phone the practice and speak to a member of the team, you can always request to be held in the queue and we will call you back when you reach the front of the queue. I am very sorry but we don't have a specified email account to provide patients with. You are welcome to join our patient participation group if you would like to help change the way the practice works. Best wishes Debbie Kelly Practice Manager
-
Review titled Awful reception staff
Rated 1 star out of 5
by Anonymous - Posted on 14 February 2024
Called surgery on 14/02/2024 because I hadn’t received my callback from the day before. I picked up straight away the receptionist that answered my call was rude. It was just a cold “Hello “. I explained I hadn’t received my call back from the day before and ask if that’s normal procedure. My question went over her head and she rudely ask “ do you want an appointment “. I responded by saying I’ve just ask you my question, she replied I don’t know, so I ask if she can ask somebody that does know. She again rudely came back saying we call back when a line becomes available. I said to her I find you very rude , can I have your name please. She refused to give me her name. So I ask to speak to another receptionist. I then ask the second receptionist the name of the previous receptionist. She also refused to give me her name. So then ask the second receptionists her name, and she also refused to give me her name. I needed to know what will be happening with my medication. Will it go to a new pharmacy or my old pharmacy from my previous address. I am a terminally ill cancer patient with stage 4 lung cancer, taking chemotherapy every day until end of life. This was my first experience of having contact with this surgery since registering with them on Monday. My first and last call of contact because I’m now researching for a different surgery. Reading others reviews I now realise that not just on this site but also other sites people have left reviews saying how rude and appalling the reception staff are. So Westbury medical centre if you are allowing your staff to get away with this kind of behaviour towards patients expect your surgery to go down
Visited February 2024
Review titled Westbury Medical Centre
Replied on 19 February 2024
Dear Patient I am very sorry that you feel let down by our practice. With regards to our call back service, usually as your call comes to the front of the queue the phone system will automatically call you, if this call fails to connect you will be placed back in the queue and another attempt will be made, if this fails too then the call back is completed with no further attempts made. I apologise if this was not explained to you fully when you called the practice. I will ensure that all staff are trained and knowledgeable on how our new phone system operates. If you would like to make a formal complaint to the practice i will investigate this for you and reply fully. Please be assured that all patient feedback is fed back to the team to ensure our practice staff are constantly learning. Debbie Kelly Practice Manager
-
Review titled I give from 1 to 10= 5
Rated 4 stars out of 5
by Anonymous - Posted on 02 February 2024
That is, I am used to the day of the examination by a specialist, my personal doctor, I get a prescription for my illness. I am examined today, I will take a prescription in the new week on Tuesday, that is, on 4.01.2024, I
Visited January 2024
Review titled Westbury Medical Centre
Replied on 07 February 2024
Thank you for taking the time to provide feedback to the practice. I am pleased that it seems your care went well. If you feel there are ways to improve our service please let us know. You are welcome to join our patient participation group and help us build a service to ensure the best of care to all of our patient population. Best wishes Debbie Kelly Practice Manager
-
Review titled Awful receptionist and practice manager
Rated 1 star out of 5
by Anonymous - Posted on 09 November 2023
I have nothing but bad experience with the surgery they have been dismissive spoke about me clearly in front of my face when I’ve gone into the foyers. Physicians and GPs are really helpful and there are some polite receptionist but there are 2 specifically that are abrupt and disrespectful for no reason.
Visited November 2023
Review titled Westbury Medical Centre
Replied on 07 February 2024
Thank you for taking the time to review our practice. I am very sorry that you are unhappy with our reception team and practice manager. If you are unhappy with the team please submit a complaint to the practice which can be investigated thoroughly and responded to you in full. Best wishes Debbie Kelly Practice Manager
-
Review titled front line staff behaviour
Rated 3 stars out of 5
by Anonymous - Posted on 15 September 2023
warm good afternoon to readers. Before ending morning hours l call to my gp surgery (all practitioners are fantastic) roundabout 11:45 am, first of all I greeted one of the reception staff with formal greeting with politeness " good morning, my name .... " she asked me my date of birth, I respond her then she asked " what can I help you?" I politely expand why I call so on, before finishing she injected " you want appointment?" I replied yes ........ she said "this appointment only phone conversation, and after 11:00 am will call you any time on the same number" i seek clarification about timing between 11:00 am to ending time " kindly can you tell me until what time" her respond me harshly " you have to wait until practitioner call, can't tell you," i respond her "ivgot one another appointment on same day with daibetes Nurse 12:00 pm onwards" again aggressively respond "no no no i can't tell you, you can get another appointment rather than this" i respond her only i want to approximat time only" get worsed her response, ..... in conclusion I see human behaviours are getting inhuman behaviours, morality, modesty, politeness kindness fast declining in our human society. we need to reconstruct our education systems all over country and especially medical and health organisations. i know the person initial, but will not disclose, in order to keep confidential and respect her personality. with peace my feedback & review are factual base and purpose is awareness and education.
Visited September 2023
Westbury Medical Centre has not yet replied.
-
Review titled Poor Reception Service
Rated 2 stars out of 5
by Anonymous - Posted on 11 September 2023
I called this morning to ask a question or to get some advice, when the lady answered the phone I proceeded to explain what I needed and before I even got to finish she interrupted me very rudely and abruptly to ask for my date of birth. She completely threw me off with how much attitude she had, I just wanted to come off the phone. This is not the first time I have experienced this with the reception staff and it seems to be the same ones, it is a shame because it never used to be like this years ago. There is no people skills or compassion from the receptionists answering the phones.
Visited September 2023
Review titled Westbury Medical Centre
Replied on 11 September 2023
Dear Patient Thank you for contacting the practice to feedback your experience with our team. I am very sorry you feel that you were spoken to by the receptionist is a rude manner, especially interrupting you whilst you were trying to explain your reason for the call. Whilst you think this is rude, I'm afraid that the team must ask all patients for their details to ensure they tailor all answers to the patient and their varying needs. I am very sorry if you feel affronted by this but it is a necessity for the team to identify the patient to carry out their job safely. If you have any further feedback please contact the practice in writing. Best wishes Debbie Kelly Practice Manager
-
Review titled Caring, considerate and lots of patience
Rated 5 stars out of 5
by Mary Swaby - Posted on 13 October 2023
Mum has heart issues and a hip replacement in the last 2 years where there were complications. Westbury Medical Centre have been exemplary in their care and response to issues. really pleased with one Doctor in particular who mum has seen mum a few times recently. Thank you.
Visited September 2023
Review titled Westbury Medical Centre
Replied on 17 October 2023
Many thanks for your kind review. We are pleased that the surgery is offering a high quality of care to your mum and will make every effort to continue doing so. Best wishes Debbie Kelly Practice Manager
-
Review titled Excellent response. Immediate action
Rated 5 stars out of 5
by Jan Swaby - Posted on 03 July 2023
I used e-consult for an issue last week and had tele con in both instances next day. Extremely helpful with advice and answered all my questions. I feel more informed and very happy with outcome.
Visited July 2023
Review titled Westbury Medical Centre
Replied on 05 July 2023
Dear Jan Thank you so much for your kind review. I am so pleased you were extremely happy with the outcome and that we were able to assist you with your queries. Best wishes Debbie Kelly Practice Manager
-
Review titled Poor Practice
Rated 2 stars out of 5
by Anonymous - Posted on 29 November 2023
Waiting time for appointments at this surgery are ridiculous and sometimes certain staff members come across rude.
Visited July 2023
Review titled Westbury Medical Centre
Replied on 07 February 2024
I am very sorry you feel this way. We have increased our clinical staff team and are offering more appointments than ever before. Our patients are able to book telephone, face to face and video consultations. We also offer appointments with our extended hours service as well as giving patients the ability to submit an online consultation (link available on our website) to access the service. Prebookable appointments are usually within 2 weeks. Unfortunately there are always going to be busy times when appointment demand is greater but we are constantly working on ways to improve our service to our patient population.