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 Econsult Service Terrible
Rated 1 star out of 5
by Anonymous - Posted on 09 December 2022
Filled in Econsult form as needed help for my teenage daughter suffering from terrible anxiety. Waited 48 hours and still no call. Tried to call to find out what was happening. On hold for over 30 minutes and still not managed to speak to someone. Terrible service.
Visited December 2022
Review titled West Derby Medical Centre
Replied on 19 December 2022
Dear Patient Thankyou for your review Can I apologise for the delay in responding and also for you being on hold for 30 minutes I will look into what had caused this delay Kind Regards J Rimmer Head of Business and Operations
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Review titled Request not actioned
Rated 2 stars out of 5
by Anonymous - Posted on 08 November 2022
GP prescribed medication that was not available at the pharmacy. My husband and son were sent in to the receptionist with a note from the pharmacist to request alternative medication. The receptionist took the request- this was about 4.20 pm and we were told to ring the surgery later to check that the GP had authorised the request. We were also told it was late opening until 8pm. I called at 6.15pm and was 6th in the queue, I got to number 3 at 6.30 pm and the phone line closed. I then drove to the practice and the receptionist checked the system and the new request was not there. She put the request on the system for me but was defensive when I questioned what we had been told earlier. Whilst I was there, I asked if an econsult I had submitted on Monday was being actioned because the reply had said I would hear something by 6.30 pm on Tuesday but hadn’t. Reluctantly she checked but said the practice doors should not be open now- in the sense that she was doing me a favour by doing this for me. I was told they were behind with econsult but there was no indication when I would hear. My husband had taken time off work in order for my son to see the doctor- he was there at 8.05 am on Monday morning to request an appointment and the only available appointment was at 4pm on Tuesday. The medication will not be picked up now until early evening on Wednesday as we both work full time. Whilst the receptionist on shift at 6.30 pm did her job, I feel there is a lack of understanding of how frustrating this miscommunication / lack of action can be. My son has never attended the practice and as a family of 4 we are not routinely at the practice. Hence the econsult submitted. We understand staffing is stretched but I don't understand how something so simple can be so complicated and time consuming on our part.
Visited November 2022
Review titled West Derby Medical Centre
Replied on 02 December 2022
Dear Patient Thankyou for your review and I apologise for your experience If you contact the practice and ask to speak to myself , I am happy to investigate this further Jan Rimmer Head of Business and Operations
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Review titled Appalling service
Rated 1 star out of 5
by Sheelagh Whelan - Posted on 07 December 2022
I visited the surgery at 7.30am today. I was second in line. My son is very poorly, flu like symptoms, dizzy, aching, coughing, sneezing temperature etc. I had him waiting in my car with a hot water bottle and a throw. Surgery opened at 8am. I was told there are no appointments today? I said well how does one get an appointment? Reply, we make them a week in advance now. I didn't know he was going to be ill a week ago. It was suggested 4pm on Friday. Ridiculous. Surely, all appointments should not be filled a week in advance, some should be free for emergency treatment. If patients can wait a week for an appointment their health complaint cannot be life threatening. This system needs urgent attention.
Visited November 2022
West Derby Medical Centre has not yet replied.
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Review titled e-consult
Rated 1 star out of 5
by Anonymous - Posted on 30 November 2022
Can i ask how you can justify leaving a patient who is under the lung unit, presenting with sob and chest pain, also has cvr asthma; 4 days without any treatment! I put my e-consult in on monday and was told someone would ring me back on thursday. I work in a very busy g.p practice ... i'm appalled. Oh and of note, im working through all this!!
Visited November 2022
Review titled West Derby Medical Centre
Replied on 02 December 2022
Dear Patient Thankyou for your review and I apologise for your experience I need further information to investigate your problem , If you could contact the practice and ask to speak to myself or a member of the leadership team , we will be able to help you Jan Rimmer Head of Business and Operations
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Review titled Opening times
Rated 1 star out of 5
by Sheelagh Whelan - Posted on 07 December 2022
It says on your Web site reception opens at 7am, in fact it opens at 8am. Pretty simple mistake to rectify.
Visited November 2022
Review titled West Derby Medical Centre
Replied on 19 December 2022
Dear Ms Whelan Thankyou for your review The practice is available for appts that are made online from 07:30 in the morning , 3 mornings a week Thankyou for pointing this out and I will ensure the website reflects this J Rimmer Head of Business and Operations
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Review titled This practice is a disgrace
Rated 1 star out of 5
by Anonymous - Posted on 26 October 2022
I've lived in the area for over four years and not once have I ever been able to get an appointment - I've never seen a doctor face to face. I am now seven months pregnant and still battling with the practice on a regular basis to receive basic care - again, I am still yet to receive a face-to-face appointment. Throughout my pregnancy, I have received one telephone consultation, which I have had to really fight for. I've since been forced to move my maternity care out of the community practice and directly with my hospital. Staff on reception are incredibly rude and ask invasive and personal questions regarding medical information that should only be shared with a doctor. There are hold times of at least 30 minutes no matter what time of day you call, you can never seem to get an e-Consult appointment - trying to get even the most basic levels of care with this practise is nigh on impossible, and the staff just don't care.
Visited October 2022
Review titled West Derby Medical Centre
Replied on 31 October 2022
Dear Patient Thankyou for your review and I apologise for your experience We are having a new telephone system installed on 9th November and this will allow us to streamline calls and deal with patients that need an appointment more effectively Staff at reception are care navigators and they are trained to ask you questions that will allow them to ensure you get an appointment with a clinician that benefits your needs . We ahve increased the number of econsults available and also the time frame to book these and you can also book an appt via the app and appointments are released at 17:00 each day to facilitate this I would like to assure you that we do care and that we are doing our best to offer all our patients a good experience Jan Rimmer Head of Business and Operations
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Review titled Yet again EConsult not dealt with in timescales
Rated 1 star out of 5
by Anonymous - Posted on 28 October 2022
Waited 4 days for the phone to ring, nothing so sent message stating I had not received the call, I was away from my phone for a few minutes and they called ..... now got a text message saying they have been trying to call me to discuss .... it is so infuriating I have been taking the phone into work meetings etc all week, the contact was out of time think the tone of the message is an insult considering I have waited for them to ring me before 6.30pm yesterday and they didn't.
Visited October 2022
Review titled West Derby Medical Centre
Replied on 31 October 2022
Dear Patient Thankyou for your review If you would like to contact the practice I can look into this further as you should not have waited 4 days for an econsult response I apologise for your experience Jan Rimmer Head Of Business and Operations
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Review titled Ridiculous
Rated 2 stars out of 5
by Anonymous - Posted on 27 October 2022
whoever manages htis practice needs to sort their phone lines out. its unacceptable to have one person on the phone. i have just waited 2hours 40 minutes to be told call 111 or call again ata 8am , its 10.45am now and i am livid at the service from this practice. people are unwell and the service is awful. you cant keep going on like this. during covid there was no issues what so ever - infact it was better doing it online. so pelase do not respond with covid being a reason for this. having worked in customer services for a long time, its fir to say this practice is getting worse and worse by the weeks. if my infeciton was to turn potentially septic which it has in the past i will for sure keep your surgery accountable. i look forward to leaving and i hope you can sort your surgery out before you cause your selfs more bother. having one person on a phone call is pathetic.
Visited October 2022
Review titled West Derby Medical Centre
Replied on 31 October 2022
Dear Patient Thankyou for your review We are having new telephone lines available from 9th November that will allow us to deal with patients that need to see / talk to a clinician We always have more than 1 person answering the telephones currently and we will have up to 8 staff answering the phones at busy times when the new system is implemented Jan Rimmer Head of Business and Operations
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Review titled Trying to get through on the phone
Rated 1 star out of 5
by Anonymous - Posted on 24 October 2022
I have spent over the last three weeks about two and a half hours on the phone waiting to speak to reception at what cost I do not yet know when I do get through the receptionist is always very polite and helpful
Visited October 2022
Review titled West Derby Medical Centre
Replied on 25 October 2022
Dear Patient Thankyou so much for your kind review regarding our reception team , I will ensure I pass your comment to them We are aware of the challenges patients currently face regarding getting through on the phones , as a result of listening to patient comments we have a new telephone system being installed on Wednesday 9th November . This will allow us to direct calls to the appropriate staff and answer calls more effectively . We will also have more staff available to answer the phones Jan Rimmer Head of Business and Operations
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Review titled Threshold too high to access
Rated 1 star out of 5
by Anonymous - Posted on 16 October 2022
Can't get through on the phone, turn up in person to be turned away and told to ring up for an appointment, pointless and unacceptable
Visited September 2022
Review titled West Derby Medical Centre
Replied on 31 October 2022
Dear Patient I apologise for your experience We have a new telephone line available from 9th November and this will allow us to streamline calls that will help us to help patients that need an appointment You can also book via the app Kind Regards Jan Rimmer Head of Buisness and Operations