West Oak Surgery
319 Westdale Lane, Mapperley, Nottingham, Nottinghamshire, NG3 6EWContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Shocking
Rated 1 star out of 5
by Anonymous - Posted on 19 February 2025
Told the doctor about the problems. First of all he couldn’t speak fluent English and mumbled. He completely ignored what I had to say and now the problems got worse. Absolutely shocking a 5 year old would have been better.
Visited February 2025
Review titled West Oak Surgery
Replied on 20 February 2025
I am so sorry to hear of this experience. Please could you contact me so that I can investigate this matter thoroughly for you. Thank you. Y Storm - Practice Manager
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Review titled Leaving has made a huge difference
Rated 1 star out of 5
by Kat - Posted on 25 January 2025
I left West Oak recently, after getting fed up of the lack of appointments and poor service. Yesterday I needed an appointment at my new practice and it was a breath of fresh air. Whilst no one doubts the pressure the NHS is under, it does show that other practices are still managing to treat patients with kindness and empathy and to offer appointments where they are needed rather than telling everyone to go to the walk in centre.
Visited January 2025
Review titled West Oak Surgery
Replied on 30 January 2025
We are pleased to hear that you have found a surgery which you find suits your needs, and we thank you for your feedback. Yvette Storm Practice Manager
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Review titled Receptionist
Rated 5 stars out of 5
by Philip Marshall - Posted on 05 November 2024
In these days of where we are quick to moan about the sIightest thing i would like to buck the trend. I had reason to contact the surgery and have been told not to leave makes so hopefully this person knows who I am talking about She was very helpful with my issue and due to her care and attention it has been resolved very quickly You are a credit to the practice and may I give my sincere thanks to you for sorting it out for me If there is a staff recognition scheme within the practice I would like recommend her for this Yours sincerely A very grateful person
Visited November 2024
Review titled West Oak Surgery
Replied on 05 November 2024
Thank you so much for your lovely review. I will certainly find out who the staff member was and let them know how much you appreciated their help. It is always nice to know that our staff are doing well, and a lovely review like this helps boost everyone's morale; and is very much appreciated. Thank you for taking the time to post your thoughts. Yvette Storm - Practice Manager
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Review titled Other practices do so much better
Rated 1 star out of 5
by Jane - Posted on 23 September 2024
Booking an appointment was supposed to be easier with the 'new process' that was brought in. I have to say I have seen very little improvement and it is quite frustrating that the standard response from staff is that the new system works better when feedback suggests otherwise. Unfortunately the practice is not interested in valuable feedback and insists that the new system is better.
Visited September 2024
Review titled West Oak Surgery
Replied on 24 September 2024
We are sorry to hear that you do not feel we have responded to feedback. We are always happy to listen to, and discuss, feedback and the subsequent actions taken with our patients so please do not hesitate to contact me if you would like to discuss this further. Yvette Storm - Practice Manager
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Review titled Fantastic service
Rated 5 stars out of 5
by Bethan Jones - Posted on 12 August 2024
I called this afternoon as I had concerns about my baby - 8months. I spoke a fantastic member of staff on reception who was kind and listened to my concerns. She acted swiftly and called me back within 20 minutes, after having spoken to the GP, with an appointment. During my appointment, I met with the Dr. She was exceptional. She listened well, was fantastic with my baby and didn’t make me feel as if I was being over the top or wasting GP time by being there. She gave him a thorough top to toe check, updating me the whole time and diagnosed him well. She prescribed him meds and sent me information to read and a text message summarising the appointment. A very kind touch as there was so much information to take in. All in all, it was less than three hours from the first phone call (at 4pm) to having the medicine needed at home. Thank you so much for looking after me and my baby so well.
Visited August 2024
Review titled West Oak Surgery
Replied on 14 August 2024
Thank you so much for taking the time to write such a lovely review, I have passed on your kind words to the staff. We are always pleased to hear that patients are happy with the service they receive from us, and it provides a huge boost for staff morale. Thank You! Yvette Storm - Practice Manager
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Review titled Extremely frustrating
Rated 3 stars out of 5
by Rebecca - Posted on 08 July 2024
I was amazed to get through at 8am and actually be offered an appointment for my daughter that morning, early enough so she would only miss the first 10 mins or so of school. However, upon signing in I was advised there would be a delay of approx 11 mins, that’s ok, pretty standard. After waiting for 20 mins I asked the person on reception if they had any idea how much longer the wait might be, I had to get to a work meeting and couldn’t wait much longer. She didn’t know but told me the nurse was still with a patient. I wasn’t aware the appointment was with a nurse, I’d rang for a GP appointment and was not told otherwise. I waited for another 10 minutes but had to leave to take my daughter to school so I could get to work. The person on reception wasn’t too interested, telling me to call again in the morning - the morning doesn’t work for me, a planned appointment with a GP would be better. She then pointed to a sign on the screen informing me of changes to the booking system from 22nd June but she then also pointed out that the school holidays aren’t that far away! I also said that I had called for a GP appointment and wasn’t told it was with the nurse, I was told that given the type of thing the appointment was for, the nurse would be fine. When I have been for these types of things before I have been told to see a GP, to have at least been given the option when I initially made the call would have been useful. Not very helpful at all and with a tone that would suggest the problem was mine and basically it’s tough! A really frustrating experience where a little customer service courtesy might have helped.
Visited July 2024
Review titled West Oak Surgery
Replied on 25 July 2024
Thank you for your feedback. I am sorry to hear that you do not feel you received a satisfactory service and I would be happy to discuss this further with you if you would like to contact me here at the surgery. Regards, Yvette Storm - Practice Manager.
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Review titled Very pleases with our visit
Rated 5 stars out of 5
by Happy pacient - Posted on 19 June 2024
I took my son this morning to see our dr. We had a very nice, pleasant experience. The doctor was very good, chatty, efficient and helpful. My son hates going there but today dr made it to be a positive experience. Thank you
Visited June 2024
Review titled West Oak Surgery
Replied on 24 June 2024
Thank you for your kind words, it is always a boost to our staff when we receive a positive comment; and I'm pleased that we were able to make your son's appointment a positive and well received experience. Thank you! Yvette Storm - Practice Manager.
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Review titled Poor appointment management
Rated 1 star out of 5
by Anonymous - Posted on 13 May 2024
It is extremely difficult to get an appointment with the doctors at the surgery, even for a non emergency one for a couple of weeks in advance. We have recently had to change surgery due to catchment limitations and all previous progress of the diagnosis was cancelled and no further referrals to the hospital were made. An in-person appointment would have made all the difference. The queue time over the phone is unbelievable. Even at 8 am, when the surgery just opens and you're already at queue position 50, there's clearly something that needs to be done about the appointment management.
Visited April 2024
Review titled West Oak Surgery
Replied on 13 May 2024
Thank you for your comments, we are sorry you feel less than satisfied with our appointment system. Our call logging report shows that we received 94 calls this morning within the first hour of opening, and unfortunately we cannot provide that number of appointments. A nationwide shortage of GP appointments is often widely reported in the media, so we do not feel that we are alone in saying that we simply do not have capacity; and we also have to consider safe working arrangements for our clinicians. This means that there are occasions when we need to signpost patients to other services, or offer appointments with other clinicians who may be able to help in the first instance. The problem is not primarily about appointment management, but about capacity; and we are well aware of this; however even with constant campaigning we have not yet seen a change in the funding that will allow us to increase our capacity. However, I am pleased to report that we are in the process of changing our appointment system to erase the '8am' rush, and we will be publishing the details of this once we finalised things. Unfortunately this will not increase capacity, but will help relieve the burden of having to queue on the telephones, or at the door, at 8am; which we hope our patients will find useful.
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Review titled Long wait time / Dont accept new patients.
Rated 1 star out of 5
by Anonymous - Posted on 04 December 2023
I dont really know why this surgery is still accepting new patients they clearly cant cope with existing patients. Even if you call at 8, you have wait for atlest 45 minutes. If you walk in to get an appointment you still wait for 30 minutes. I have been waiting for for a long time now and multiple calls to get an appointment.
Visited December 2023
Review titled West Oak Surgery
Replied on 07 December 2023
Dear Patient, Thank you for your review. We are sorry that you feel frustrated with our appointment system. Unfortunately, it is well publicised within the media that patients are finding it hard to obtain GP appointments, and this problem is not unique to West Oak. We are constantly assessing our service to see how we can provide better access, but we must also be mindful of finding a balance between appointment availability and the health and well-being of our staff in terms of safe working levels. With this in mind we have introduced additional clinical roles such as pharmacists and physiotherapists to free up GP appointments, and a range of signposting methods so that we can point patients in the direction of other services which may be better suited to them such as pharmacists, the walk-in centre or 111. We have had days recently where we have a lot of appointments left to offer, and days where we cannot keep up with demand; and it is extremely difficult to predict how it will be on any given day. This has little bearing on how many patients we have registered with us; as we currently have a slightly lower list size compared to other surgeries of our size. We also have a new telephone system which monitors how long patients are waiting on the line and I cannot see any instances recently where patients have been waiting for 45 minutes, and I am unsure what you mean when you state you have been waiting for 30 minutes as a walk-in patient. If you would like to contact me and clarify the date / time that this happened, then I will happily investigate it further. Yvette Storm – Practice Manager
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Review titled Seriously gone down hill
Rated 2 stars out of 5
by Anonymous - Posted on 18 August 2023
My recent results of an MRI, which was done March 2023 were given over the telephone. The results were quite distressing and the phone line was poor. The GP did not know a great deal about my diagnosis as I explained the symptoms I was experiencing he said they were nothing to do with the diagnosis. Since speaking to a Consultant at the hospital for an unrelated condition she told me the symptoms I have are typical of the new diagnosis. I’m very concerned and confused, and very annoyed. I don’t think I should have been told this over a poor connection phone call. Very upsetting and disappointing!
Visited June 2023
Review titled West Oak Surgery
Replied on 21 August 2023
We are sorry to hear that your experience has been less than satisfactory. As you have remained anonymous we are unable to investigate this further, however, if you wish to make a face-to-face appointment to discuss this please contact me and I will be happy to go through the events so that we can address the issues you have raised. We are aware that the phone lines are sometimes problematic, and to resolve this we are in the process of implementing a new cloud-based phone service which we are hopeful will improve the quality of the phone lines. Please do not hesitate to contact me if you would like to discuss this further. Yvette Storm - Practice Manager