West Oak Surgery
319 Westdale Lane, Mapperley, Nottingham, Nottinghamshire, NG3 6EWContact details and opening times
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Reviews
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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
Dear Reviewer, Thank you for your feedback. We have now investigated this matter and it appears that there may be some confusion regarding your recollection of the call. Therefore I would be grateful if you could contact me so that we can discuss this matter further. Thank you, 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
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Review titled Shame
Rated 2 stars out of 5
by Clifford Seeds - Posted on 23 May 2023
I have never written a review about anything in the past but on this occasion I felt that a comment should be made. Today I had an appointment at this practice with a nurse, my appointment time was 10.30. Due to public transport problems on Carlton hill the bus was some 20 minutes late & I arrived at the surgery at 10.40. I was informed that the nurse could no longer see me. As I left I noticed a message on my phone telling me “I did not attend” that message was timed at 10.36. Ok I was late, but many times in the past I have waited 10 15 even 20 minutes beyond my appointment time in the waiting room. Also recently I attended an appointment, made by the surgery, only to be told on arrival that “the appointment should not have been made”. No message to cancel or apologize. This experience together with my wife’s tells me the quality of this practice has diminished over recent times, shame, it was so good.
Visited May 2023
Review titled West Oak Surgery
Replied on 15 June 2023
Thank you for your comments and I am sorry you were dissatisfied with the service you received. To enable me to look into this further would you please contact me on 0115 9525320. We are always grateful for patient feedback and appreciate the time you have taken to provide this. Yvette Storm - Practice Manager
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Review titled No appointments
Rated 1 star out of 5
by Anonymous - Posted on 02 February 2023
Disgraceful lack of fair system. I have tried for 5 days to get an appointment.I have hung on the phone from 8 until 8.45 in a queue. When the call is answered I’m told there is no appointments.I have queued at the surgery twice from 7.55 ,after waiting for 20 minutes in the surgery on both occasions I’ve been told all the appointments have gone .On one of those occasions the receptionist told all of us who had been waiting that people start queuing from 7.30 or earlier ! We are at the surgery because we are sick !.For the last 5 days I’ve queued outside twice and been on the phone from 1 second past 8 3 times .The receptionist suggested that I use the walk in centre instead ,is this an overspill for surgeries with poor systems. No one I know at different surgeries has this big a problem. How are the other practices in Mapperley working ? My condition has worsened and needs GP management , an urgent care walk in centre is inappropriate. I pay my national insurance- this is not a free service
Visited February 2023
Review titled West Oak Surgery
Replied on 02 February 2023
Thank you for your comments and we are sorry to hear your frustration with obtaining an appointment. The various reasons detailing why patients are finding it difficult to obtain GP appointments has been extremely well covered by the media; and it is well known that this problem applies to the large majority of practices throughout the UK. However, even when facing unprecedented demand, we have still consistently give out more appointments than the BMA consider as safe. Undoubtedly though, some patients will be disappointed when being asked to either keep trying, or seek an alternative source of treatment if they feel their condition warrants this. However, please be assured that we are always looking for ways to increase our accessibility. With regards to national insurance and GP services, please be aware that the NHS is mainly funded through general taxation, and only 'boosted' by National Insurance contributions (NICs). Yvette Storm - Practice Manager
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Review titled Booking appointment
Rated 2 stars out of 5
by Deborah - Posted on 24 October 2022
When it takes 1hour 8mins and 37seconds to get through to be told no appointments left then told people queue outside from 7.30 for appointments when they open it’s no wonder it’s disgraceful I’m told it’s not ideal well it’s unjust unfair and downright disgraceful this is not the government it’s the people running the surgery. The doctors are amazing but this has to stop and now
Visited October 2022
Review titled West Oak Surgery
Replied on 06 January 2023
We are sorry to hear that you have experienced difficulty obtaining an appointment. We are in times of unprecedented demand and although we simply cannot safely supply enough appointments to cope with this - we are continually looking at ways to improve. However, we can assure you that our patients on the phone are provided with the same access to appointments as those patients who wish to come in. Yvette Storm - Practice Manager