Westwood Clinic - Ratings and reviews
Reviews
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Review titled None appointment
Rated 2 stars out of 5
by Paul - Posted on 21 August 2023
Had a text message from Doctors to say my results where in and to phone up to make a appointment, the receptionist told me to ring up at 8am to make a appointment, I explained that I was on the phone for 30 to45 minutes 2 different days and was told that all appointments had been filled for that day, so she said she can pre book me a appointment for 12 September that's the earliest they have surely this is not acceptable why is it so difficult for patients to get appointments these days, I could understand this whilst covid was at its worse, but everything is back to normal but now can't seem to get a appointment for weeks
Visited August 2023
Review titled Westwood Clinic
Replied on 24 August 2023
Dear Paul Thank you for leaving a review for Westwood Clinic. I am sorry that you’ve had difficulty in making an appointment at the practice. We take all comments left for us very seriously and I’m grateful for the opportunity to provide you with a response. It’s more difficult for me to answer specifics on individual cases but I can provide you with some general information on results appointments. The appointments to discuss your results with a GP are usually requested to be made as a routine (within 2 weeks) which would indicate that the results received are fairly normal but still warrant a further discussion with your GP. We would generally expect to be able to make you an appointment within that 2 week timeframe (routine appointment) or, as you were informed, we would ask the patient to ring at 8 am to book an appointment on the day, which some patients prefer to do. You are able to book appointments with the GP either by telephone, online or by coming into the surgery. The assumption that difficulty getting an appointment these days is not related to Covid – but purely down to the number of GPs (and therefore appointments) that are now available within General Practice. This is a national issue due to patient demand versus practice capacity. As mentioned it is very difficult to look at specific details without knowing full patient information so I would encourage you to contact the practice and ask to speak to me or you can email me on Jackie.wright16@nhs.net where I can look at your query in more detail. Once again, thank you for contacting the practice and for taking time to leave feedback for us. With kind regards Jackie Wright Practice Manager
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Review titled Terrible practice
Rated 1 star out of 5
by Anonymous - Posted on 06 July 2023
Like most reviews about Westwood clinic, I set my alarm for 8am and phoned to book an appointment at this time. After being on hold for 16mins, my call was answered by reception who then informed me that they are fully booked for today and try again tomorrow. Although the reception lady was polite it is so frustrating as we all have busy life’s and time schedules and ideally need to be able to book appointments around this. Why can’t the clinic go back to how they use to book appointments by phoning up and booking them for any time over the next week or so??? That use to work for both the clinic and the patient and you could always get an appointment. I hate having to use this GP/clinic now as the thought of trying to just book an appointment is more ‘stressful and unhealthy’ than seeing the GP or the issue I am phoning about in the first place. Now I guess I will have to try the exact same thing tomorrow and phone up at exactly 8am again only to find all the appointments are gone before they can get round to answering my call in the queue and end up wasting another 24hours.
Visited July 2023
Review titled Westwood Clinic
Replied on 07 July 2023
Dear Patient Thank you for contacting the practice; feedback about the services we provide is really useful and we appreciate the opportunity to provide a response to you. I am sorry that you have found access to appointments difficult at the practice. The 8.00 am rush is sometimes challenging for patients when trying to telephone us – this is a national issue as patients try to obtain a “same-day” appointment. Although we fill our same-day clinics very quickly we do have other options to give you, such as hub appointments (provided by a different GP setting) or advice from 111, or referring to a First Contact Physiotherapist, Podiatrist or Pharmacy – depending on the reason for you calling. We do also have pre-bookable appointments available for future dates and, if the issue isn’t an urgent or same-day requirement, the admin staff do book into these. If your appointment need is for the same day – you can also access appointment booking by coming into the clinic and there are a limited number of appointments bookable online, either through S1 online or your NHS app. Unfortunately as there are no specifics in the review you have left – it is difficult for me to look at your circumstances and therefore I would encourage you to contact the practice direct to discuss the issues you are having. Once again, thank you for allowing me the opportunity to provide a response to the feedback you have given and please do contact me at the surgery if you would like to discuss these matters further on 01733 265535. With kind regards Jackie Wright Practice Manager
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Review titled Lovely GP and staff
Rated 5 stars out of 5
by Anonymous - Posted on 16 May 2023
My son had minor surgery. Staff and GP very kind and helpful. GP did an excellent job and we are very grateful. Really went the extra mile
Visited April 2023
Review titled Westwood Clinic
Replied on 22 May 2023
Dear Patient Thank you very much for leaving a review for the experience you had at Westwood Clinic. It is very much appreciated that you have taken the time to do this. I will certainly pass on your comments to the staff and GP at Westwood - I know they will be just as delighted. Once again, thank you for taking the time to leave a review. With kind regards Jackie Wright Practice Manager
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Review titled Not recommended
Rated 1 star out of 5
by Tatiana - Posted on 28 March 2023
I do not recommend this GP practice to anyone, we are truly unhappy! Over the years has been declining and getting more difficult to be seen by a doctor. I do not have complains about the doctors as they really do what they can to help the patients, the major problem is reception or their management. It is ridiculous how they work, I called Today at 8am, been on the queue for more 35min when finally is my turn and the lady says I am sorry we are fully booked you need to call again Tomorrow! Is not the first time, once happened the same called the second day and was the same thing, makes you think how is this possible?! I saw a response from this GP on some other reviews here and I am sorry but I do not agree with what have been said as no you do not offer go to the practice as no one ever said that ( my family we are all registered here) all have the same awful experiences so no is not correct and fair with your patients! Once, I have asked if I could go to there so the doctor could assess me face to face and my little one (3years old) as we were not well and the answer was no as the doctor are not seeing patients. This situation mentioned was not too long ago! 2 weeks ago I had an allergic reaction and called the GP and requested to be seen by a doctor, the reception says the doctor will decide that, asked the doctor on the telephone call and he says to take picture and send to him instead, like why some people are allowed to go and see a doctor and others are not even offered with this option? Why do you not send a proper communication to the patients explaining that if in case of not getting an appointment by telephone, we can actually go to the practice and try to request? Miscommunication overall and not a fair treatment to the patients, this is my opinion. Hope my review it helps others and that Westwood clinic make some changes on their triage system and communication with patients
Visited March 2023
Westwood Clinic has not yet replied.
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Review titled Unprofessional
Rated 1 star out of 5
by Anonymous - Posted on 03 March 2023
I have been with this practice since I was a child. However since both the original gos have left, the service is just going down hill. The staff will tell you they are fully book even if you were the first caller. I ring up the practice on Thursday 8am on the dot and when I got through at 10 past 8 the person answered and then hang up on me and so by the time I called back I was told there were no more appointment and that I should call back Friday. I did just that again at 8am on the dot. The same receptionist said to me we are fully booked. I then said how is that possible? Mathematically that cannot be, I then said and what happens when you tell me the same thing on Monday? She replied come into the surgery at 8am and make your appointment if you can’t get through. when she said that I went onto my facebook telling people if they’re are registered with the clinic and cannot get appointment over the phone in the morning then it’s best to go in and do face to face. I whisk she had tell me that on Thursday as I would have driven to the clinic and made my appointment. I will move me and my family from this practice. I definitely agree to the other bad comments as I have witnessed that sort of behaviour from them.
Visited March 2023
Review titled Westwood Clinic
Replied on 07 March 2023
Dear Patient Thank you for taking the time to leave feedback for Westwood Clinic. I am sorry that you have found our service to be less than satisfactory on this occasion. I acknowledge your comments with regard to the busy time we have at 8.00 am every day. This is certainly when most of our patients either call or come down to the surgery. The calls are held in a queue in the order of the caller ringing – and answered as soon as possible by our reception team. Our doors have been fully open for over a year now following the relaxing of Covid restrictions and patients have always been able to access appointments via this method as well as telephoning the surgery. It is the practice’s intention to also increase the ability for patients to be able to book online over the next few months which gives another pathway for patients to access services at the surgery. We have approximately 1620 GP appointments to offer on a weekly basis along with 877 appointments with our nursing team. This is, on average, 102 appointments available with our GP team per day. This is slightly above what the British Medical Association recommendations in relation to our practice list size. The reception team also spend a great deal of time ensuring patients are directed towards the correct pathway of care, ie. referral to pharmacist or first contact physiotherapist. Additionally we are able to offer appointments for both GPs and nurses through the enhanced services hub – located at other local surgeries in Peterborough. Once again I am sorry that you have not had the kind of service we take great care to give to our patient population but I am grateful for the opportunity of providing feedback for you. As you have posted anonymously it is difficult to look at the circumstances on an individual basis and if you would like to come into the surgery to discuss any of these matters further then please contact me to arrange that. With kind regards Jackie Wright Practice Manager
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Review titled Not recommended at all !
Rated 1 star out of 5
by Georgios Zoumplias - Posted on 15 March 2023
We've been calling our GP every now and then either for some of my wife's medical issues or for our kids. Several problems in communication can almost never find an appointment when you need one, and if by a slight chance you do, if you miss the GP's call (as they examine you by phone, which I still don't understand) you have to start the process all over again and book another one. Very disappointed overall, already thinking of finding another GP. I have concerns about my health sometimes and due to what I'm having to go through, I don't even want to call them.
Visited February 2023
Review titled Westwood Clinic
Replied on 27 March 2023
Dear Mr Zoumplias Thank you for leaving feedback for Westwood clinic. We value all comments received and are grateful for the opportunity to look into any difficulties that patients may have when accessing services at our surgery. I am very sorry that you have found it difficult to attain an appointment at the surgery – we do work very hard to ensure that patients are dealt with on the day that they make contact with us. If we are unable to provide a routine on-the-day appointment, patients are always sign-posted with safety information. We do currently still work by the telephone triage first method – GPs will make the decision as to whether the patient needs to be seen face to face or not. This does suit a lot of patients who are happy to discuss their issues over the telephone without having to come in to the surgery. However, I accept that it isn’t suitable for everything but please be assured the GPs will see those patients who do need to be seen. I would encourage to contact us if you do have concerns for your health – as mentioned before, you will always be given an appointment with the GP, other clinician or given other safety advice to ensure you staff safe and well at all times. If you have any further queries or would like to discuss any of these matters further, please do not hesitate to contact me at the surgery. With kind regards Jackie Wright Practice Manager Westwood Clinic
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Review titled Not recommend
Rated 1 star out of 5
by Anonymous - Posted on 19 December 2022
I do not recommend. Making an appointment borders on a miracle, whether by phone or face to face. I learned from the nurse that registration takes 30 minutes from 8:00!Today I was waiting at the phone for a call 1h47 min and I did not succeed. I've been calling for 3 days and nothing. This is not the first time this has happened. The nurse's tip: Call 111. Making a diagnosis, treatment, I can not leave an opinion because I can not make an appointment, even by phone. I can't spend half a day trying to call the clinic. At the moment I am treating myself with the help of the Internet. I do not think that this is the role of GP, after all, it is better to prevent diseases than to cure at a very advanced stage. I am also not a patient who contacts a doctor with trivial symptoms, e.g. a runny nose. I am very disappointed. The health is a priceless thing, I think.
Visited December 2022
Review titled Westwood Clinic
Replied on 07 March 2023
Dear Patient Thank you for taking the time to leave feedback for Westwood Clinic. I am sorry that you have found our service to be less than satisfactory on this occasion. I acknowledge your comments with regard to the busy time we have at 8.00 am every day. This is certainly when most of our patients either call or come down to the surgery. The calls are held in a queue in the order of the caller ringing – and answered as soon as possible by our reception team. It is the practice’s intention to increase the ability for patients to be able to book online over the next few months which gives another pathway for patients to access services at the surgery. You can also come into the surgery to book an appointment if this is easier for you to do. We have approximately 1620 GP appointments to offer on a weekly basis along with 877 appointments with our nursing team. This is, on average, 102 appointments available with our GP team per day. This is slightly above what the British Medical Association recommendations in relation to our practice list size. This is, of course, the time when winter pressures are felt at GP surgeries the most and the reception team to do take to ensure the patient is directed towards the correct care pathway. We are also able to offer enhanced services appointments at alternative GP practices. Once again I am sorry that you have not had the kind of service we take great care to give to our patient population but I am grateful for the opportunity of providing feedback for you. As you have posted anonymously it is difficult to look at the circumstances on an individual basis and if you would like to come into the surgery to discuss any of these matters further then please contact me to arrange that. With kind regards Jackie Wright Practice Manager
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Review titled Not recommend
Rated 1 star out of 5
by Anonymous - Posted on 19 December 2022
I do not recommend. Making an appointment borders on a miracle, whether by phone or face to face. I learned from the nurse that registration takes 30 minutes from 8:00. Today I was waiting at the phone for a call 1h47 min and I did not succeed. I've been calling for 3 days and nothing. This is not the first time this has happened. The nurse's tip: Call 111.
Visited December 2022
Review titled Westwood Clinic
Replied on 07 March 2023
Part review received. Full review also received and responded to as follows: Dear Patient Thank you for taking the time to leave feedback for Westwood Clinic. I am sorry that you have found our service to be less than satisfactory on this occasion. I acknowledge your comments with regard to the busy time we have at 8.00 am every day. This is certainly when most of our patients either call or come down to the surgery. The calls are held in a queue in the order of the caller ringing – and answered as soon as possible by our reception team. It is the practice’s intention to increase the ability for patients to be able to book online over the next few months which gives another pathway for patients to access services at the surgery. You can also come into the surgery to book an appointment if this is easier for you to do. We have approximately 1620 GP appointments to offer on a weekly basis along with 877 appointments with our nursing team. This is, on average, 102 appointments available with our GP team per day. This is slightly above what the British Medical Association recommendations in relation to our practice list size. This is, of course, the time when winter pressures are felt at GP surgeries the most and the reception team to do take to ensure the patient is directed towards the correct care pathway. We are also able to offer enhanced services appointments at alternative GP practices. Once again I am sorry that you have not had the kind of service we take great care to give to our patient population but I am grateful for the opportunity of providing feedback for you. As you have posted anonymously it is difficult to look at the circumstances on an individual basis and if you would like to come into the surgery to discuss any of these matters further then please contact me to arrange that. With kind regards Jackie Wright Practice Manager
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Review titled Not proffesional, not friendly service
Rated 2 stars out of 5
by Anonymous - Posted on 24 August 2022
Receptionists are not nice, not friendly and not helpful. Visits only by phone, depends on humours of GP, how is possible that doctors do diagnosis according discription not real examination , doctor calls you if you miss a call, in some many hours slot as from 9 to 15, you have to start everything from beginning, does not matter your call is about you or children, does not matter your condition of health, not possible to make appointments with doctor after 9am, only 8-830 am plus very long many hours slots. If you call to reception for something, you will get the answer "we can not guarantee' very neglected , not friendly not nice attitudes incl. tests, medical results, prescription, sicknote etc. Neverending time for waiting for results of blood, urine tests. Not nice and not proffesional doctors, they do diagnosis according phone discription without camera, they interrupt the conversation in the middle if start asking them uncomfortable questions, not nice, not friendly, not open for people needs, no human approach. That all place is very bad is completaly not proffesional and sounds as joke. Receptionists are not friendly, rude, not open, speak as they do that job under pressure.
Visited August 2022
Review titled Westwood Clinic
Replied on 31 August 2022
Dear Patient Thank you for taking the time to leave feedback for the Westwood Clinic. It is disappointing to note your comments about the service we provide. Westwood Clinic takes all feedback very seriously and is grateful for the opportunity to investigate any matters where our service has been less than expected. I would therefore encourage you to contact me direct at the surgery for a discussion about the issues you have raised so that I can look into these matters fully. If you would like to email me at Jackie.wright16@nhs.net I can respond to the points detailed in your review. Once again, thank you for taking the time to leave feedback for Westwood Clinic. With kind regards Jackie Wright Practice Manager
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Review titled Excellent practice
Rated 5 stars out of 5
by Anonymous - Posted on 10 June 2022
We have been looked after by this practice for over 30 years and they have always been lovely. I can always get through on the phone and during the pandemic I needed blood tests etc so I was always seen when possible. I am currently needing care and had booked a blood test for two weeks time in the morning and they rang me to say that they had a space the next day instead so I got it much quicker. So efficient and caring and as I am needlephobic they always try to book me in with the same nurse who I am comfortable with. Can't recommend them enough. Thank you for the care you have shown to me and my family.
Visited June 2022
Review titled Westwood Clinic
Replied on 13 June 2022
Dear Patient Thank you so much for leaving a review for the Westwood Clinic. It is always so nice to know that patients have taken the time to do this and makes such a difference. I have shared your comments with the Westwood Clinic team - who will also very much appreciate your comments. With kind regards Jackie Wright Practice Manager