West Derby Medical Centre
3 Winterburn Crescent, West Derby, Liverpool, Merseyside, L12 8TQContact details and opening times
Patient ratings and reviews
Leave a review
Help others by sharing your thoughts and experiences about West Derby Medical Centre.
Reviews
-
Review titled Poor standard of care and compassion
Rated 1 star out of 5
by Racheal Ronayne - Posted on 30 September 2022
Filled out an E-Consult on Tuesday, got a text message Friday saying I couldn’t be helped. Call the practice, bad attitude from reception, doctor refusing to speak to me and thought that a text message was sufficient help. Spoke to business support who were supposed to call me back and didn’t (shock) absolutely devastated I’ve ended up at this practice, will not be going back.
Visited September 2022
Review titled West Derby Medical Centre
Replied on 06 October 2022
Dear Patient Thankyou for your feedback and I apologise for your experience We are not able to deal with all queries through the e-consult option and another service should have been offered if this was the case If you wish to contact the practice , Im sure we will be able to help you with your query Kind Regards Jan Rimmer Head of Business and Operations
-
Review titled Diabetes diagnosis
Rated 3 stars out of 5
by Anonymous - Posted on 26 September 2022
Practice nurse very efficient, helpful and easy to talk to. Offered us flu jab while there. Couldn't fault them. Also on way out made a face to face doctors apptment for next day. Very impressed
Visited September 2022
Review titled West Derby Medical Centre
Replied on 06 October 2022
Dear Patient Many thanks for your kind review regarding our practice nurse services I will ensure this feedback is passed through to the team Many Thanks Jan Rimmer Head of Business and Operations
-
Review titled Re peat prescription
Rated 1 star out of 5
by Anonymous - Posted on 28 September 2022
Put my husbands repeat prescription in on Friday morning it is now wed pm and I have had to call 111 to get the prescription as is been done did call this morning and the receptionist couldn't understand why it not been done and told me the prescription would be at the pharmacy by 1pm called pharmacy and the prescription still not been done my husband is on a lot of medication which cannot me missed so he had no medication this morning and if I didn't call 111 he would have no medication for this evening and going into tomorrow this is peoples health you are messing with absoultly discussing
Visited September 2022
Review titled West Derby Medical Centre
Replied on 06 October 2022
Dear Patient Thankyou for your review and I apologise for your experience There was a problem nationally within EMIS , our clinical system at the time you had your problems with the prescription , this could have delayed our response to your prescription Your prescription was available at the pharmacy on the day you were informed by a member of our patient services team that it would be available , I think maybe you had directed this request to NHS 111 at this stage Kind Regards Jan Rimmer Head of Business and Operations
-
Review titled Terrible practice
Rated 1 star out of 5
by Anonymous - Posted on 13 October 2022
I haven’t seen a doctor in over 2 years ime 75 years of age with copd I’ve tried to make appointments but by time I’ve got through all appointments have gone before covid you could get appointments easily so I can’t see why it hasn’t gone back to being able to see a doctor now as covid has gone better the practise is absolutely diabolical you can’t even access patient access correctly I have now given up all hope of ever seeing a doctor again
Visited September 2022
Review titled West Derby Medical Centre
Replied on 18 October 2022
Dear Patient Thankyou for your review and I am sorry you are having problems accessing our services We have increased the number of appointments available and we now offer extended access appointments on 2 days a week , We are offering face to face appointments and have increased the number of these appointments available You can also book online for appointments if you find this may help you We are installing a new telephone system on 9th November and Im confident you will see an improvement once this is implemented Jan Rimmer Head of Business and Operations
-
Review titled Reception team do their best, it’s so busy at times.
Rated 3 stars out of 5
by Anonymous - Posted on 23 September 2022
I feel for the Reception team sometimes, it’s such a busy practice. Some of them have been there for years. It’s a very difficult job and I think most of them handle it with the utmost professionalism and respect. However, it so very difficult to see the receptionist through the glass and also to converse with them. Making clear and concise communication difficult. I understand the need for the screens, of course I do. But perhaps the lighting could be adjusted or something. Some of the team seem to sit very low in their seats and some speak into their chest so it’s virtually impossible to hear them. The open plan office space behind reception is very nice too. But not at all confidential. Often times I find myself or hear others with raised voices. Sometimes you don’t want to say things loud in the open plan reception / waiting area. Just a bit of feedback.
Visited August 2022
Review titled West Derby Medical Centre
Replied on 03 October 2022
Dear Patient Thankyou for your feedback We are currently looking to reorganise our patient services team and how they are placed within the back office / reception to ensure confidentiality at all times Hopefully you will see an improvement in the reception layout and confidentiality Jan Rimmer Head of Business and Operations
-
Review titled Econsult out of time - Fobbed Off
Rated 1 star out of 5
by Anonymous - Posted on 19 August 2022
Submitted econsult Monday got reply will call by Tuesday 6.30pm nothing so sent automated message that I had not received a call, Wednesday 1.30pm nothing so rang surgery was told oh yes can see it there... put on hold then come back with someone will call you today... A Dr did ring eventually not one person apologised for the oversight....I felt that I was being humored in the consultation, and Dr just wanted to prescribe more pills or different ones and at the end I was asked is there something I want them to do......
Visited August 2022
Review titled West Derby Medical Centre
Replied on 23 September 2022
Dear patient Thankyou for posting your comments and can I apologise for your experience I have discussed the delay with our Patient Services Team and they are investigating the delay , Once investigated we will look at our current process and ensure improvements Thankyou again for your time Jan Rimmer Head of Business and Operations
-
Review titled Horrendous reception
Rated 1 star out of 5
by Anonymous - Posted on 16 August 2022
I called at 8am and was on the phone for hours to make an appointment. When I finally got through I was told there were no appointments left for that day so I’d have to wait for a phone consultation for the next day. After being told my consultation would be the following morning, it reached midday and I’d still not heard anything so I waited another hour on the phone to get through only to be told that the receptionist had not actually made the appointment and there was no record of it logged. The receptionist made out that I was a liar because when he asked his colleagues no one admitted to not logging my consultation. This is absolutely appalling. To find out one receptionist can’t do their job responsibly and another makes the patient out to be a liar is disgusting. I know you’re busy and understaffed but the attitude and ignorance of these staff members is not an underfunded NHS issue. Sort it out.
Visited August 2022
Review titled West Derby Medical Centre
Replied on 17 August 2022
Dear Patient Thankyou for your feedback If you would like to contact a member of the leadership team at the practice , we will be happy to discuss your concerns with you Kind Regards Jan Rimmer Head of Business and Operations
-
Review titled Changes to booking appointments
Rated 1 star out of 5
by Anonymous - Posted on 03 August 2022
I was at the surgery at 7.30am today to get a face to face appointment with a doctor . The system being that face to face appointments are allocated on a daily first come first served basis . After waiting 45 minutes I was told that as of last monday the new system was that all doctor appointments for the week were being allocated on a monday on line .Why did the practice not notify all patients of the change ? and what happens if you fall ill on a tuesday ? do you have to wait 6 days before you can even try to get an appointment
Visited August 2022
Review titled West Derby Medical Centre
Replied on 05 August 2022
Dear Patient Thankyou for your comments We have not notified all patients of the change due to this being a pilot during the quieter month of August, There will need to be changes on the access offer to patients following the pilot and this is when the official change will be launched This change will involve access each day , not just a Monday, so access will be the same each day . You do not have to wait 6 days to book an appointment Kind Regards Jan Rimmer Head of Business and Operations
-
Review titled Service does not work
Rated 1 star out of 5
by KB88 - Posted on 13 December 2022
The service does not work - if you are lucky enough to get through close to 8am you will be placed on hold for 10-15mins and then cut off losing all hope of getting back through again and actually getting an appointment. Even for a 6yr old child who was treated for suspected sepsis in February and is poorly again at a time where a series childhood bug is doing the rounds! You cannot get by with "the whole of the NHS is struggling, it is not just us" when you are unable to offer even basic service need for your most vulnerable patients. How you have not been investigated by the CCG I will never know!!
Visited August 2022
Review titled West Derby Medical Centre
Replied on 19 December 2022
Dear KB88 Thankyou for your review and I am sorry you have experienced difficulties we have a new telephone system so I am disappointed that it has taken you 10 -15 minutes to get through to the surgery Kind Regards J Rimmer Head of Business and Operations
-
Review titled Practice Nurse
Rated 5 stars out of 5
by Keith Hillsdon - Posted on 30 August 2022
having attended today 30/08/2022 for a examination for my medical condition, as always the practice nurse was professional and caring in her treatment of me, you always get an exceptional package of care from her, i do hope she never leaves the west derby medical centre, i would then feel my level of care would depreciate, pity they will not allow me to name the practice nurse, but everyone will know who she is by the care they receive.
Visited August 2022
Review titled West Derby Medical Centre
Replied on 03 October 2022
Dear Patient Thankyou for your comments I will ensure that your comments are passed onto our practice nurse Jan Rimmer Head of Business and Operations