West Derby Medical Centre
3 Winterburn Crescent, West Derby, Liverpool, Merseyside, L12 8TQContact details and opening times
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Reviews
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Review titled Treatment Plan
Rated 2 stars out of 5
by David Weston - Posted on 25 July 2024
I have been diabetic for the past 25 to 30 years.Before i transferred to this practice after 20 years or so I finally saw a Diabetic Specialist who at long last got me onto a medication regime which worked and has for the last 8 to 10 years had my diabetes under control. Recently one of my injections, Trulicity has been unavailable in the country. Not the GP's fault at all. On my last repeat prescription the Chemist who I get my medication from informed me it wasn't available and I would have to contact the doctor for an alternative. The GP had actually prescribed the Trulicity even though they were aware of a Nationwide shortage. I contacted the GP surgery to discuss this and after me pushing for a couple of days as this particular injection is time sensitive having to be taken around the same time every week. After a couple of days one of the Clinical Pharmacists rang me and informed me that in the short term they would prescribe me an alternative which they did. After takeing this for 4 days I began experiencing problems with ankle swelling so contacted the surgery who in the end got me in to see the GP that day. The GP said they would review the medication with the Clinical Pharmacist and get back to me , which they did. In the meantime the problem had subsided. However. apparently the Clinical Pharmacist has now suggested that a total review of my Diabetic Medication be made as I am on a lot of drugs for my Diabetes . 1. I have been on this regime for years and it has worked perfectly. 2. I was placed on this regime by a diabetic specialist ie: a qualified Doctor. 3.I saw the Clinical Pharmacist on the 20.5.24 when they stated 'We won't touch your diabetic regime as it is working and needs to be left alone'.4.Why when all I wanted was an alternative to the unavailable injection until it is available again is a Clinical Pharmacist who is not qualified Doctor looking to change my medication that I have been on for years ,works , and was put in place by a highly qualified Specialist , when all that is required is a suitable alternative. A Clinical Pharmacist may know what drugs do but they are not a Doctor. Why am I now being subjected to treatment by a non Doctor which seems to be the case after they have already stated we won't change something that does not need fixing. Why can they just not reccomend a suitable alternative until the original drug is available again in the near future. Why is a non doctor trying to change my treatment plan on a wholesale basis when they are not qualified to do so. If my treatment plan needs to be changed wholesale shouldn't that be done by the specialist who finally got it right some years ago who is still at the Liverpool Royal Hospital. Whe you actually get to see a doctor in the practice generally they're ok but this appears to be a case of a Clinical Pharmacist going beyond their brief and responsibilty and attempting to take control of a Patients overall treatment when not qualfied to do so!
Visited July 2024
Review titled West Derby Medical Centre
Replied on 29 July 2024
Dear Mr Weston Thankyou for your email I would like to assure you that our Clinical Pharmacist is the most appropriate clinician to help you with your query , Primary Care Pharmacists are now part of an enhanced team that include Paramedics , Advanced Nurse Practitioners , GPs , Mental Health workers and physiotherapists . There are many other clinicians that are part of this team and they all work together to support your care and help you to manage your health Should you wish to discuss your email contents further , please book an appointment with our pharmacist and he will be happy to discuss your treatment plan further Kind Regards Jan Rimmer Practice Director
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Review titled Poor treatment and appointment scheduling
Rated 1 star out of 5
by Anonymous - Posted on 11 July 2024
My appointment time was changed without any form of notification. I got to the practice in time to check-in for my appointment, only to see it had been moved to late evening. I spoke to the receptionist and all she said was that I go back home, and come back for my appointment in the evening. Leaving the surgery, I realised an appointment change email was sent in which came in 3 minutes after speaking to the receptionist. That's the worst treatment I have ever received. I'm glad Gmail shows time and my GP appointment also available as evidence. The receptionist was almost arguing with me. So sad
Visited July 2024
Review titled West Derby Medical Centre
Replied on 29 July 2024
Dear Patient I am sorry for your experience at the practice , A notification should always be received for a change in appointment time. These changes are often out of our control and due to staff sickness Kind Regards Jan Rimmer Practice Director
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Review titled Queued for 20 mins for blood form!
Rated 1 star out of 5
by Anonymous - Posted on 03 June 2024
14.05.24 Booked a bloods appt as there is a long wait for them, had appt for today 03.06.24 at 3pm. Husband went to surgery on 31.05.24 to collect both mine and his queued for 20 minutes and was told by the male on reception that there were no blood forms there and Dr D has gone home, he wasnt even the GP who asked me to get bloods done..... I tried Friday until they closed to get through and this morning still not got through engaged tone - so now had to cancel my bloods appt for today and rebook ....... next available 19.06.24.... furious as needed to continue a medication
Visited June 2024
West Derby Medical Centre has not yet replied.
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Review titled Terrible practice
Rated 1 star out of 5
by Rochard - Posted on 12 June 2024
Terrible surgery. Never have appointments closer than 2 weeks. Never answer the phone so you have to go to the surgery in the morning to arrange an appointment. While your in the practice you can hear the phones ringing and going hnanswered. Can’t print off your own test results unless they’ve been discussed with a Dr, so basically happy to leave you with anxiety over what your test results might be while they can’t tell you, which clearly means somethings wrong as they’d say everything’s fine if that was the case. Disgusting. Do yourself a favour and find a different surgery
Visited June 2024
Review titled West Derby Medical Centre
Replied on 29 July 2024
Dear Patient Thankyou for your email We do not offer appointments more than 2 weeks in advance due to the high number of patients that do not attend their appointments if we offer further than 2 weeks in advance The staff that are placed in the office area are busy performing roles such as answering calls , dealing with prescription requests , dealing with emails, referring patients to hospital and supporting our colleagues within the NHS We cannot print off results without a clinicians permission , Im sorry if you feel this unreasonable however we have to have this approval Please be assured all staff at the surgery work tirelessly to ensure our patients have the best possible experience , I am sorry you felt this was not the case in your experience Kind Regards Jan Rimmer Practice Director
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Review titled Poor Service
Rated 2 stars out of 5
by Anonymous - Posted on 16 May 2024
Just echoing the reviews that you cannot get through to book an appointment . Why does it say to go on line to book on My GP to tell you the surgery hasn’t released any appointments? It’s so frustrating and inaccurate information I rang this morning after 9-30 am as that’s when we are told to ring now if it’s not urgent snd I was on the phone 15 minutes not to be answered but the phone was ringing . Are the phones on silent as I couldn’t sit listening to a constant ringing . Something needs to be done !
Visited May 2024
Review titled West Derby Medical Centre
Replied on 29 July 2024
Dear Patient Thankyou for your review I would like to assure you that our telephones are not on silent , Staff have the choice to wear headphones and also calls are directed through our clinical system now therefore they do not ' ring ' and they will be unable to be heard As mentioned , We now have a new telephone system that allows us to call you back without you losing your place in the telephone queue , Patients have commented how helpful they find this and hopefully this will improve your future experiences. Our average wait time for a call to be answered is between 3-5 minutes . I hope the above helps to explain changes and why you may not be hearing the phones ringing Kind Regards Jan Rimmer Practice Director
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Review titled Extremely poor service
Rated 1 star out of 5
by Anonymous - Posted on 06 May 2024
Contact by GP at the practice to arrange bloods to be taken (March 2024) proceeded to book as directed to be advised next appointment time would be May 2024. Appreciating the pressures I accepted appointment and waited 6-7weeks. The night before the appointment I receive a text at 9pm advising my appointment is cancelled and I need to rebook myself with next availability being in mid June!! I have currently had ankle surgery and it’s impossible to get through by telephone so not quite sure what is expected. Disappointing the only option to communicate with the surgery is via a comments section….Extremely poor 0/5.
Visited May 2024
Review titled West Derby Medical Centre
Replied on 07 May 2024
Dear Anonymous I am sorry that we had to cancel your appointment , unfortunately our phlebotomist had informed us she was poorly and would not be available for work the following day therefore we made the decision to inform all patients the evening before rather than come to the surgery for the early morning appointment and be turned away . Our other phlebotomist is on annual leave this week therefore we could not allocate any appointments to that member of staff Due to patient demand , our next available appointment is mid June , this is sooner than is available for the community phlebotomy clinics You can contact the practice after 09:30 am and we will be able t offer you another appointment I'm sorry you feel this is a disappointing service , we thought it was best to inform all patients on the bank holiday evening rather than them turn up for an appointment that had been cancelled the following day due to the early time of the appointments offered Kind Regards Jan Rimmer Practice Director
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Review titled Exasperation after 53 rings then no appointments
Rated 1 star out of 5
by Anonymous - Posted on 02 April 2024
We have been told to ring at 8am to 9.30am on the day for appointment. So did as I was told after 53 tries got to hold music finally got through then told have to ring again tomorrow no availability...when I expressed my disappointment etc was told well people turn up at the surgery and we have to give them an appointment !!! so I have been told to go to walk in or use 111 ... please tell me why I am registered at a gp who now can't provide a service to patients so tell you to use 111... beyond frustrated I have been with this GP since I was a child and it is unfortunately absolutely appauling, feel for the staff answering the calls its not their fault but this surgery needs a massive shake up urgently
Visited April 2024
Review titled West Derby Medical Centre
Replied on 02 April 2024
Dear Patient Thankyou for your review We have asked all patients that require an urgent , on the day appointment , to call between the hours of 08:00 - 09:30 . This is to help us to manage the demand of calls made to the practice and ensure we are offering the patients that need an appointment on the day, an appointment where we can The patient demand for appointments has increased significantly during the past 4 weeks and one of our greatest challenges is managing the telephone system and the patient demand on this , Our telephone lines are being blocked by patients who ring continuously hence your frustration at being able to gain a place in the queue and we would always advise patients to make an appointment via the telephone or on line rather than visit the surgery The GP contract states we have to signpost patients to an appropriate healthcare provider if we do not have any available appointments and this is why you are directed to NHS 111/ Walk in Centre or Local Pharmacy if appropriate As a practice we offer the gold standard offer of appointments at around 900 - 1000 appointments a week , these are all taken by our patients on a weekly basis , some are book on the day , others on line and they are also available in advance Thankyou for showing empathy towards the staff that work tirelessly to provide a service to all our patients ,Their job is not easy , especially at the moment . Jan Rimmer Practice Director
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Review titled Impossible to get through
by Anonymous - Posted on 09 April 2024
my adult niece has been given 3 lines of medication to trial from hospital, first one has failed and she needs an appointment to speak to GP to be given a script for the next line of medication. Been trying to get an appointment for 3 days, I have phoned 400 times and my niece has phoned 200 +. She has now admitted defeat and taken herself to A & E because she cannot cope with the pain.
Visited April 2024
Review titled West Derby Medical Centre
Replied on 22 April 2024
Dear Patient Thankyou for your review I am sorry that you were unable to obtain an appointment , Our phone lines are extremely busy and we do try and streamline this by requesting patients who require an appointment that day ring between the hours of 08:00 and 09:30 , We do not deal with general queries during this time I do hope the above information is useful Kind Regards Jan Rimmer Practice Director
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Review titled Compassionate staff
Rated 5 stars out of 5
by Fiona - Posted on 22 April 2024
My doctor today was very patient and kind. Receptionists and doctors at West Derby Medical centre are always kind and supportive, to me it seems they are doing their best in an almost untenable socio-political crisis and I appreciate all of them.
Visited April 2024
Review titled West Derby Medical Centre
Replied on 22 April 2024
Dear Fiona Thank you so much for your kind words following your visit today The team work very hard to do their best at all times and I will share your kind words with them Thankyou for your kind words Jan Rimmer Practice Director
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Review titled Breach of confidentiality
Rated 1 star out of 5
by Anonymous - Posted on 12 February 2024
I don’t think I’m going to be the only patient of this practice who feels utterly embarrassed when having to wait in a queue of people in a very busy waiting area to ask for pee and poo sample pots… there has got to be a more discrete way of doing this! Please sort it out totally embarrassing today.
Visited February 2024
Review titled West Derby Medical Centre
Replied on 06 March 2024
Dear Patient Thank you for your comment We now have pots available for you to take in our entrance area Kind Regards Jan Rimmer Practice Director