Westbury Medical Centre
TH Surgery, 205 Westbury Avenue, Wood Green, London, Greater London, N22 6RXContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Unsafe practice
Rated 2 stars out of 5
by Anonymous - Posted on 03 January 2025
I just had my blood extraction today at Westbury Medical Centre Room 2, 1030 am (03/01/2025). The staff who did my blood extraction did not wash her hands or even perform hand hygiene. She did not even wear gloves and did not clean my skin before blood extraction.
Visited January 2025
Review titled Westbury Medical Centre
Replied on 09 January 2025
Thank you for drawing this to our attention. We are sorry you have had this experience. We have addressed this review with members of the clinical team. It has been emphasised that all blood taking procedures must take place wearing non-sterile gloves. Also, all team members have been reminded of the importance of hand washing and hand disinfection before any patient contact. We are sorry again you have had this experience and you are welcome to contact the Surgery with further concerns. Westbury Medical Centre
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Review titled terribly disappointed
Rated 1 star out of 5
by Veselina Chitarlieva - Posted on 05 December 2024
I took my child to the place after the school recommended it. with a large cold sore that had an infection and the reception didn't think it necessary to see his file or call a doctor for a minute …. and they suggested I take him 30-40 minutes by bus to another place so someone could possibly see him or see if at 8 am the next day I could call to see if there would be an appointment For me, it was devastating, and for a child with special needs, it was stressful enough to go there and be referred…
Visited December 2024
Review titled Westbury Medical Centre
Replied on 09 December 2024
Dear Veselina I am sorry you were disappointed with the service you received from the practice. Our options are limited when you come to practice late in the afternoon and clinicians are already in clinic. I am sorry you refused the option of an appointment with the extended access service. Your child would have been seen and treated by a doctor. The surgery this operates from during the week is a short bus ride away from our practice (10 minutes). You also refused the option of the Pharmacy First scheme where you could take your child to a local Pharmacist to review and possibly prescribe or issue medication to help resolve your child's cold sore. Patients have the option of attending practice, phoning us, using patient access app, or submitting an online consultation to book an appointment. Best wishes Debbie Kelly Practice Manager
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Review titled Incredibly unuseful reception team
Rated 1 star out of 5
by Barbra - Posted on 21 November 2024
I am very disappointed with the incompetence of the reception staff. They lose entrusted documents, fail to enter them into the system. I received invitation for for a child vaccination, although I don't have any children, which further highlights the level of chaos in their documentation. I hope that someone in charge will finally make the necessary adjustments or take a closer look at the work of this highly ineffective team.
Visited November 2024
Review titled Westbury Medical Centre
Replied on 22 November 2024
Dear Barbra I am very sorry that you are left disappointed with our practice team. I would be happy to look into your lost documents problem. You are more than welcome to contact me at the practice and i will look further into this for you. I am sorry you received a message which was not meant for you. The admin team sent a message to those patients who were supposed to be invited for cervical screening invites for childhood immunisations. There was a second message sent straight away apologising for our error. Regards Debbie Kelly Practice Manager
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Review titled Title: Grateful for Early Diagnosis
Rated 5 stars out of 5
by Teja - Posted on 04 December 2024
Review: I am so grateful to this practice for taking my concerns seriously when I felt I needed a check-up. Thanks to their attentiveness and professionalism, I received a tumor diagnosis. While it’s not the news I hoped for, I deeply appreciate their swift action in addressing it early, giving me a chance to explore treatment options while it’s still in the early stages. Their care and support during this challenging time mean so much to me, and I highly recommend them for their thorough and compassionate approach.
Visited November 2024
Review titled Westbury Medical Centre
Replied on 04 December 2024
Dear Teja Thank you for taking the time to review our practice. I am so sorry to hear about your new diagnosis. I am however very pleased you were able to be seen in practice early and our clinical team were able to refer you early to ensure you have the best chance of treatment. If you need any further help and support you are very welcome to contact the practice. best wishes Debbie Kelly Practice Manager
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Review titled Struggling to Access Basic Care
Rated 1 star out of 5
by Andrea - Posted on 13 November 2024
They are completely unreliable. The practice only offers appointments through physicians, making it nearly impossible to see a doctor. This deeply impacts the quality of service. If you call around midday, they often close their phone line, stating they are “closed for staff training”. This usually goes from 12 to 2pm. It’s almost impossible to get an appointment with the 8am emergency booking. The staff deliberately keep you on hold for 40/50 minutes at least, only to refuse an appointment and advise calling 111 instead. I have noticed this when to get the emergency appointment I actually went there at 8 and started calling the number while inside the reception. No one from the admin staff were taking care of the telephone. What if someone cannot physically go there? I have a baby, and when I urgently needed a prescription, I had to wait two days just to get through. Eventually, my partner had to go directly to the practice to resolve the issue — a problem that could have been handled with a five-minute phone call. The administrative staff are extremely rude and patronizing toward any request or question.
Visited October 2024
Review titled Westbury Medical Centre
Replied on 22 November 2024
Dear Andrea I am sorry you are disappointed in the service you have received from the practice. Patients have the ability to pre-book an appointment with any clinician in practice, although some doctors are more popular so the wait for them is longer than others. On the day appointments are with the Physician Associates who can treat and refer if necessary. They are very competent and extremely popular with most of the patient population. The practice closes once a month for our monthly Multi Disciplinary Meeting between 12-2 and does not close at any other time during the week. There are a limited amount of on the day appointments available each day and are given to patients on a first come basis. After that patients can be referred to our Extended Access service or 111 if necessary. We have 5 members of staff manning the phones during the day, which we hope to increase in number soon. The staff answer as many calls as they can and sometimes there is a wait during our busy periods. Patients can submit an online consultation to the practice for urgent issues. These are triaged and responded to within the same day. You can also request medications and book appointments via your patient app. If you would like for us to look further into this please contact the practice directly and we will investigate. The reception team are extremely helpful and try to accommodate all of our patient requests. Regards Debbie Kelly Practice Manager
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Review titled need to sort out the phoneline/answering the phone
Rated 3 stars out of 5
by Anonymous - Posted on 06 September 2024
I am trying to contact my GPs today on the phone but despite being second in the queue and during their working hours not peak time I have been listening to their music for 40 minutes now. My phone battery is low and my afternoon/ lunch break is over. they do have a message offering a call-back but I would rather speak to someone today. I tried the online automated consultation but after submitting my answers, I was advised the computer could not diagnose the issue. they are accepting new patients I see but it appears that they cannot accommodate the existing ones with regards to booking an appointment. I do not want to have to go to a walk-in service with no continuity to my medical record. Once you finally get to see the GPs and other health professionals they are great and very thorough. If they do not have anyone on reception then please don't offer to hold and wait for phone to be answered. 1 caller cannot take 40 minutes to complete their call surely. oh I finally opted for call back and immediately they called me back... why a call back but they are not answering the phone? coincidence? Not sure how much credit is left on my mobile now. please give a clearer answerphone message stating the only way this phone is getting answered is if you select a call-back if that is the case and don't waste people's time, credit and energy hanging onto a phone call that is not going to be answered.
Visited September 2024
Review titled Westbury Medical Centre
Replied on 11 September 2024
I am very sorry you feel let down by our telephone system. The issue is a technical one and one which we are working on. We are hoping this is now resolved but will continue to monitor it. Opting for call backs are proving very beneficial for patients as they retain their place in the queue and will be called back when a team member becomes free, this then means less time hanging on the phone for patients. I hope you are well and your concern was actioned by the team. Best wishes Debbie Kelly Practice Manager
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Review titled Great support from staff
Rated 4 stars out of 5
by Martyn - Posted on 31 August 2024
Merina was amazing and very supportive and patient. Thanks to Merina I have been able to discontinue a very unhealthy habit. I feel better and my family are much happier. Thanks Merina.
Visited August 2024
Review titled Westbury Medical Centre
Replied on 11 September 2024
Many thanks for your kind review. The team work very hard to ensure our patients receive the best of care and support. Best wishes Debbie Practice Manager
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Review titled Poor unprofessional conversation and advice
Rated 1 star out of 5
by NATASHA SIRJU - Posted on 22 August 2024
Just rang the GP today requesting the procedure of accessing my mothers file as she is deteriorating. I kept being put on hold for the receptionist to go away to find out every information to my questions which was very annoying. I got a very wishy washy response and requested to speak to the manager or whoever she was communicating at the time for the answers. She refused to pass me on to anyone who world clarify the procedure I was requesting and said the manager is busy.
Visited August 2024
Review titled Westbury Medical Centre
Replied on 11 September 2024
Dear Natasha I am very sorry you were unable to attain the answers to your query regarding your mothers medical records. We have several junior members of staff who recently joined our team and are still in the early stages of their learnings of General Practice. I am sorry one of the management team was unavailable to speak to you when you called, it is not always possible for us to take calls from patients but we will return calls when we are free. I have tried to call and left several messages but you are free to contact me or another member of the team if you still have outstanding concerns regarding your mother. Again apologies for not being able to resolve your query at the time of call. Best wishes Debbie Kelly Practice Manager
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Review titled Waste of time
Rated 1 star out of 5
by Jacqueline carr - Posted on 12 April 2024
My 2nd time having to deal with this surgery since registering with them in February. Had a bad experience with them then and another one now. I need blood test done and a stroke care appointment. It’s impossible to get through on the phones . They never respond to the call back request. I gave them the benefit of the doubt in February when the practice manager apologised for the disgusting behaviour of the reception staff, not one of them but two and I never received my callback request. It baffles me on the four stars this surgery has.
Visited April 2024
Review titled Westbury Medical Centre
Replied on 12 April 2024
Dear Jacqueline I am very sorry to hear you are unhappy with the practice. Our phones are extremely busy at this time as all patients are being recalled for their yearly reviews. Patients are then either phoning the surgery to book appointments or coming in to collect their blood forms. We have extra staff answering the phones and assisting on the front desk but there are delays due to the call volume. As previously explained to you there are other ways to access the practice which would mean you don't have to wait on the phone or await a telephone callback. You can go to our practice website (https://westbury.webgp.com/) and submit an e-consultation or if you have patient access you can go to your account and book an appointment yourself. I understand your frustration with our phone system but after looking further into your complaint it appears we tried to call you back several times unsuccessfully. I hope this explains things for you. If not you are always welcome to contact the practice to discuss. Best wishes Debbie Kelly Practice Manager
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Review titled I guess normal practice.
Rated 1 star out of 5
by Anonymous - Posted on 17 March 2024
The only way to contact the surgery is via telephone. It's 2024 and I can't book an appointment online? To leave this review, I had to provide an email so why can't I at least send the GP an email?
Visited March 2024
Review titled Westbury Medical Centre
Replied on 25 March 2024
Dear Patient Thank you very much for submitting your feedback to the practice. With regards to contacting the practice and booking an appointment there are several ways patients can do this. 1. If you have online access you can book an appointment/ order prescriptions via your app. 2. You can go to the practice website and submit an online consultation using e-consult service - https://westbury.webgp.com/ 3. You can phone the practice and speak to a member of the team, you can always request to be held in the queue and we will call you back when you reach the front of the queue. I am very sorry but we don't have a specified email account to provide patients with. You are welcome to join our patient participation group if you would like to help change the way the practice works. Best wishes Debbie Kelly Practice Manager