Western Elms & Circuit Lane Surgeries
Western Elms Lodge, Western Elms Avenue, Reading, RG30 1ATContact details and opening times
Patient ratings and reviews
Leave a review
Help others by sharing your thoughts and experiences about Western Elms & Circuit Lane Surgeries.
Reviews
-
Review titled Very unhelpful
Rated 1 star out of 5
by Anonymous - Posted on 04 October 2023
I am 32 weeks pregnant and a teacher and have come into contact with a child who has mumps. I think I am fully vaccinated but rang the surgery to ask if they could access my vaccination record to confirm this. I was told this would have to be a phone appointment with a nurse which couldn’t happen for another 13 days. This could be putting myself and unborn child at risk for almost two more weeks. This is unacceptable and could potentially be dangerous.
Visited October 2023
Review titled Western Elms & Circuit Lane Surgeries
Replied on 10 October 2023
Dear Patient I'm sorry that this has happened to you. I would be grateful if you could contact us on we.scripts@nhs.net and let me know who you are. Please quote reference NHSC1010 for my attention and we will be back in touch with you immediately after listening to the calls. Kind regards Lisa PM
-
Review titled Poor service and communication
Rated 3 stars out of 5
by C.R. - Posted on 05 October 2023
Blood test results taken 1 month ago confirmed I was taking too much medication. I was advised by text that I would receive more information by telephone in 4 weeks time. Despite requesting more information at an earlier time, this was refused. The surgery were quite happy for me to continue taking too much medication. If I experience chest pain etc. then to contact local hospital or 111. This promotes poor use of our health care services and a neglect of my healthcare. As it is I am expected to take the call in the middle of my working day.
Visited September 2023
Review titled Western Elms & Circuit Lane Surgeries
Replied on 16 October 2023
Dear CR I am sorry that you have concerns with the prescribing. I would be grateful if you could please contact me on we.scripts@nhs.net reference NHSE051023. I would like to investigate your comments at the earliest opportunity. I did respond to this previously and it hadn't gone through - I have raised this with NHSE and they are investigating. KR Lisa Practice Manager
-
Review titled Faultless practice!
Rated 5 stars out of 5
by Neil Buchan - Posted on 11 July 2023
Yet another blooming ailment for me but yet another excellent response from the Western Elms/Circuit Lane team. I had to wait all of three-and-a-half minutes for my call to be answered this morning, the very polite and friendly receptionist took the essentials of my problem, I was called by a highly helpful and knowledgeable paramedic just over an hour later who discussed my symptoms in detail and told me exactly what I needed to do and what the surgery would organise for me and three hours later I had a phone call offering me dates for blood tests and a full med check. I am actually staggered – although very grateful – that with the load there is on GPs and their support staff these days that our surgery is able to offer such a first-class service – one that nevertheless I have experienced from the surgery many times over recent years – but I am also saddened that as I know there are many patients from the surgery who have all had similar excellent experiences that it is generally only people who feel the need to complain who give feedback. It would be really good to see a few more positive reports from patients who have received the great service that I have, to show the Western Elms/Circuit Lane staff – medical and administrative – how much we appreciate them being there for us!
Visited July 2023
Review titled Western Elms & Circuit Lane Surgeries
Replied on 02 August 2023
Thank you once again Mr Buchan for your kind comments. Lovely feedback to share with my lovely team. Kind regards Lisa PM
-
Review titled Poor service
Rated 1 star out of 5
by Peter champion - Posted on 25 July 2023
Called into surgery on Monday 24th due to concerns with a mole on my back. The surgery waiting room was empty but told no slots available and told to call in morning. Tried to contact surgery in morning couldn't get through. Tried a bit later to then find I'm 14th in queue hung up as couldn't wait that long as at work. Difficult to call from work as unable to use phone in certain areas. Still haven't got appointment and concerns about the mole on my back. Totally disappointed with service
Visited July 2023
Review titled Western Elms & Circuit Lane Surgeries
Replied on 02 August 2023
Dear Patient I am sorry your experience of contacting the surgery was disappointing. I can assure you that the amount of people in the waiting room at a given time is not reflective of how busy we are. As well as seeing patients we also have telephone conversations, video consultations and eConsult requests that are also appointments. It is one of these that I might suggest you try if you cannot get through on the telephone. On our website you can upload your concerns and attach photos. Someone will then get back to you with a phone call or arrange for you to come in. Please use this link Consult Online from Home - Western Elms & Circuit Lane Surgeries (webgp.com) We are in the process of procuring a new phone system with some additional features that may help patients when trying to get through; one of these being a call back. We staff up and down for the busiest times of the day; for example on a Monday morning we have every seat covered to respond to the demand. Please contact us via the link if you have still not had any support and I will be sure to keep an eye out for you. Kind regards Lisa PM
-
Review titled OMG, I have no words...
Rated 1 star out of 5
by Anonymous - Posted on 15 May 2023
You have a better chance of winning 6 in the National Lottery than booking a doctor's appointment at this clinic.... And if you're lucky enough to get a face to face appointment, they'll send you across town to a clinic at the Circuit Lane. If I would like to explore England, I'd book an appointment at some surgery near Snowdonia! Nevertheless, I am lucky and managed to book an appointment! Of course they sent me to Circuit Lane - and I don't have a car, so I'll have a one hour journey to my destination. Also I have to wait over a month for the mole to be seen, a bit long in my opinion, isn't it? I have already been to this clinic about two weeks ago regarding exactly the same issue!!!!!! I was sent to a triage nurse who (there were 2 nurses at the time of my visit), and now is the best, they told me straight up that she didn't know anything about moles and someone would contact me to book another appointment! What a wasting of tax payers money, resources and patients time!!!!!! I have been to several GP surgeries in Reading but Western Elms is the worst of them.... NHS, please sort this mess out!
Visited May 2023
Review titled Western Elms & Circuit Lane Surgeries
Replied on 17 May 2023
Dear Patient I am sorry to hear of your disappointment in the Surgery. We had 11 GP's and a further 11 clinicians working across both surgeries yesterday, delivering face to face, home visits and telephone appointments. This is not unusual, and we are in a better place than some of our colleagues locally; however whatever we have, we would need more. Having two surgeries enables us to have this number of clinicians delivering face to face appointments so we see it as a benefit. I completely understand that our patients might prefer one or the other and would encourage them to advise the patient services team this is the case, however it will have a bearing on the urgency or how far ahead you can book. Our appointments are available up to 6 weeks ahead. This should help those with chronic conditions to manage them proactively and support us in the delivery of on the day emergency challenges. If we could educate patients to do this, then there would be less need for emergency appointments so we could convert even more to face to face. Sadly, we have no cap in a day of what we see that is classed as an emergency so there has to be some capacity there. I can promise you we are never left with an appointment free but have to find them from somewhere. All our staff are mentored on a daily basis by a lead GP who can discuss any issues they may have so I am very shocked that someone would see you and say they know nothing about a patients issue without calling them in to support them. Unfortunately, as your comments are anonymous I cannot investigate this nor put it right for you. I am also unable to see if I can help facilitate you in a different appointment more to your convenience at Western Elms. If you would like me to pursue this further, please email we.scripts@nhs.net quoting reference NHSC150322 for the attention of Lisa and Jane. We would be happy to help you. Regards Lisa Practice Manager