The Westgate Practice
Greenhill H/Ctr,Church St, Lichfield, Staffordshire, WS13 6JLContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Appointment
Rated 1 star out of 5
by Anonymous - Posted on 24 September 2024
Used app to get appointment gave as much info as possible, app states It will be reviewed in 3 days we are 5 days still no response to quite an urgent matter Not sure what’s worse receptionist you can’t get past or an app they clearly is not fit for purpose
Visited September 2024
The Westgate Practice has not yet replied.
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Review titled Usual computer says no and receptionist has no empathy
Rated 1 star out of 5
by David Paul Martin - Posted on 29 August 2024
Recivied letter from burton hospital trust after a visit which recommended a course of treatment which advised a prescription but was informed by the receptionist that it would take two weeks for a doctor to review and prescribe what is being recommended for my bowl complaint or if it carry’s on phone 111 this practice is getting worse now you are screened by a receptionist
Visited August 2024
The Westgate Practice has not yet replied.
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Review titled So difficult to get Appointment
Rated 2 stars out of 5
by MR PAUL A W DALE - Posted on 23 July 2024
The previous system they had for getting an appointment was flawed in that it required you to phone the practice. If the appointments were full, then you had to call back the next day and get back in a fresh queue. The new system , where you fill in a form could have been better, if you were allowed to fill in a form and then these could be dealt with in chronological order. However the system is no better in that it repeats the same error ie It says we have had enough forms for today, please try and submit a form again tomorrow. I had a fall of a ladder nearly two years ago and tried getting to see a doctor. I gave up after a week. I am now suffering from that decision. This system is not helping with the health of many patients. In fact it is to the detriment of patients. The help you get, should you be successful in getting an appointment is good. It is just the system of getting that appointment and any follow up care you need, including results from tests ( good or bad ). The advise to contact 111 etc is just a cop out for a flawed system.
Visited July 2024
Review titled The Westgate Practice
Replied on 24 July 2024
Dear Mr Dale We are sorry that you have had difficulties in accessing an appointment with us. Unfortunately due to the global IT issue on Friday 19th July we were unable to process all of the online triage forms we had received until yesterday. Please be assured that the triage form is now accessible via our website www.westgatepractice.co.uk for non urgent issues. If your problem is urgent then please do call the practice from 08.00am. We are pleased to hear that you are satisfied with the care that you receive at a consultation. With regards to results we will always contact patients if any results we receive need further investigation, however if they are normal then we would ask patients to contact us if they don't hear from us within 2 weeks as due to capacity we are not able to contact everyone. Kind Regards Sara Allen Patient Liaison Officer The Westgate Practice
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Review titled Cant get through
Rated 1 star out of 5
by Anonymous - Posted on 08 May 2024
You just cant get through to book an appointment, this isnt a good way to run a call system. Clearly need more staff and better call handling facilities. Also nearly impossible to get the same doctor on a return visit.
Visited May 2024
Review titled The Westgate Practice
Replied on 19 June 2024
Dear Patient We are sorry to hear that you have had difficulties in getting through to our Patient Services Team on the telephone. We appreciate that as a large practice this can be a challenge. We do have a full staff team, and do redeploy more staff at busy times, but are governed by the number of phonelines we can have which is at a maximum. However we do have a ring back service that will keep your place in the queue and call you back. Our lines open at 08.00am each day and appointments can also be booked from 08.00am in person. Following a small successful triage trial in April we will be reinstating this in July so you will be able to complete an online assessment form via our website www.westgatepractice.co.uk rather than making a telephone call, this will be reviewed by a GP and then you can be offered an appointment to book ahead. We would like to be able to offer you the choice of GP however with different working patterns this is not always possible. Whilst we appreciate and acknowledge that no one appointment system will suit all our patients and their needs, we are committed to offering the best possible care with the resources we have available. Thank you for your understanding and cooperation. Sara Allen Patient Liaison Officer The Westgate Practice Team.
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Review titled First class Doctors
Rated 5 stars out of 5
by Stephen sims - Posted on 05 June 2024
I would like to say a special thankyou to my doctor for his expertise in sorting my 2 week referral at Burton hospital.I didn't have to wait the 2 weeks,it was just over 1 week.Many thanks Doctor
Visited May 2024
Review titled The Westgate Practice
Replied on 19 June 2024
Dear Mr Sims Thank you for taking the time to give such positive feedback about the care you have recently received at the practice. We are pleased to hear that you had a minimal wait following your referral. Your comments will be shared with the clinician concerned. Kind Regards Sara Allen Patient Liaison Officer The Westgate Practice
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Review titled Do not care about patients
by Ellis family - Posted on 16 May 2024
My daughter was quite poorly. In bed, temperature, flu like symptoms. She had tested negative for covid. Rang the practice for an appointment. Told there were no appointments available - ring back tomorrow. Look she is in need of medical assistance. Ring back tomorrow. Called 111. Several minutes later 111 reply with an appointment this afternoon at this practice. So how come there is suddenly an appointment available?? My family have been with this GP for many years. It used to be good and now its rubbish. I have transferred to another GP practice in Lichfield but my wife and daughter are still with Westgate. For now!
Visited May 2024
The Westgate Practice has not yet replied.
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Review titled Leaving to another practice
Rated 1 star out of 5
by Ellis Family - Posted on 17 May 2024
This is a follow up from my review yesterday. (16th. May 2024) I can now confirm that my wife and my daughter are now in the process of transferring to another GP practice in Lichfield. I transferred a few months ago and telephoned to make an appointment to see someone. I was given a time and date for this appointment. I was not given a telephone consultation. When I turned up I was astonished to find that the appointment was with a real doctor and not a nursing practitioner which is the norm at Westgate. In my opinion the Westgate practice is finished as a provider of GP services. We have been with this practice for over 20 years and I remember doctors like (am not allowed to name anyone) all now retired but excellent doctors.This practice needs a kick up the back side.
Visited May 2024
The Westgate Practice has not yet replied.
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Review titled Lack of care
Rated 1 star out of 5
by E Woolley - Posted on 20 May 2024
My father, an elderly cancer patient was told a pharmacist would call him today but no one called. He called the practice in the late afternoon and was told “a pharmacist can’t call you today anymore as they’re too busy but they’ll definitely call you tomorrow”. He’s just had major surgery 2 weeks ago to remove his bladder, prostrate and lymph nodes due to an aggressive cancer and this is the care he receives from his GP…..total neglect
Visited May 2024
The Westgate Practice has not yet replied.
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Review titled Phone for an appointment!
Rated 1 star out of 5
by Anonymous - Posted on 17 June 2024
Not sure how our local GP practice can be rated good if you can't get your "foot through the front door". I can only assume that once you get into Westgate's system, the care is ok. I have not been able to speak with a Dr to start the process, The appt system is useless and not fit for purpose. How NHS can say that the practice is taking on new patients when those of us who have been registered there for 30 years cannot get an appointment? 229 times I redialled one morning!! 229 times and I never got through to get an appointment. I am assuming that because the call was not logged onto the phone system that NHS and CQC are not aware of just how difficult it is. Perhaps when you do a survey you need to ask that question? Today, I heard of one lady who had a letter from Westgate, saying you need an appointment. It has taken 6 months to get one, her husband was turned away with the ususal "call at 8am" which the staff tell us all. It must be awful for your staff too, as it means that after days and days of having to be able to ring at 8am every morning, there must be a really high amount of unhappy and fraught patients to deal with. They are in the firing line, not the GPs and managers. This is the only way you can get an appointment, so please Westgate, you really do need to concentrate on those patients you already get paid for that you are not seeing and treating rather than taking more on. The problem needs sorting, but I feel that it is being buried. There must be a better way for patients to access appointments. Other practices seem to manage to do so, such as a triage template, a limited amount of on-line appointments released at various times. I really do despair that someone like myself, who fortunately has good health, may become seriously ill or died for the want of some preventative care. We need a system that isn't broken, that works for everyone, workers, old people, parents and children. No wonder the hospitals are disappearing under patients who have to abuse the system as they have no alternative.
Visited April 2024
Review titled The Westgate Practice
Replied on 19 June 2024
Dear Patient Thank you for your message regarding accessing an appointment. We are sorry that you have had such difficulties, as a large practice of circa 30,000 patients we appreciate how difficult it can be. The Practice has made a number of changes to the appointment booking system, and we do constantly monitor feedback. The changes are in response to the Government’s mandate to improve capacity and access in Primary Care. Appointments required on the day for urgent and routine concerns are now available to book from 8am via the telephone or in person at the practice. We do have a redial system which will hold your place in the telephone queue and call you back. Appointments can be either a telephone call or a face to face appointment; if a GP thinks that it is necessary to see you after a telephone conversation then they can book a face to face appointment for you at a suitable time. In the past when booking ahead has been possible we have found that appointments are fully booked for up to two/three weeks and so patients are frustrated that even for routine appointments they are not able to get in sooner. When speaking with one of our Patient Services Assistants, patients may be asked a number of questions in order that they can direct you to the most appropriate clinician or service. This might be to a community pharmacist, a dentist, mental health practitioner or advanced nurse practitioner. So, as a result of using care navigation and signposting, we no longer offer doctor’s appointments online. This is again to ensure that all patients are booked into the most appropriate clinician or service. Once all of the Doctor’s appointments have been booked for that day, patients may be asked to contact an alternate service such as 111. If you are requested to do this, we would advise patients to inform them that they have been referred due to their GP being at capacity. If patients do require a pre booked appointment with either a doctor or advanced nurse practitioner, there are a limited number of appointments available at Samuel Johnson Community Hospital every Saturday between 9-5. These can be booked up to two weeks in advance, please request to book one of these when you call us if this would be suitable for you. Following a successful smaller trial in April, from July we are reinstating a triage system where you will be able to complete an online assessment form via our website www.westgatepractice.co.uk rather than making a telephone call, this will be assessed by a GP and then you can be offered an appointment to book ahead. This will be communicated to our patients nearer the time. Whilst we appreciate and acknowledge that no one appointment system will suit all our patients and their needs, we are committed to offering the best possible care with the resources we have available. Thank you for your understanding and cooperation. The Westgate Practice Team.
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Review titled Inefficient practice
Rated 1 star out of 5
by Anonymous - Posted on 01 February 2024
Phoned from just after 08.00 and no appointments by 08.30 told to ring 111 or ring back tomorrow. Had to explain my symptoms and probable consequences same response!!!
Visited February 2024
The Westgate Practice has not yet replied.