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 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
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Review titled Awful reception staff
Rated 1 star out of 5
by Anonymous - Posted on 14 February 2024
Called surgery on 14/02/2024 because I hadn’t received my callback from the day before. I picked up straight away the receptionist that answered my call was rude. It was just a cold “Hello “. I explained I hadn’t received my call back from the day before and ask if that’s normal procedure. My question went over her head and she rudely ask “ do you want an appointment “. I responded by saying I’ve just ask you my question, she replied I don’t know, so I ask if she can ask somebody that does know. She again rudely came back saying we call back when a line becomes available. I said to her I find you very rude , can I have your name please. She refused to give me her name. So I ask to speak to another receptionist. I then ask the second receptionist the name of the previous receptionist. She also refused to give me her name. So then ask the second receptionists her name, and she also refused to give me her name. I needed to know what will be happening with my medication. Will it go to a new pharmacy or my old pharmacy from my previous address. I am a terminally ill cancer patient with stage 4 lung cancer, taking chemotherapy every day until end of life. This was my first experience of having contact with this surgery since registering with them on Monday. My first and last call of contact because I’m now researching for a different surgery. Reading others reviews I now realise that not just on this site but also other sites people have left reviews saying how rude and appalling the reception staff are. So Westbury medical centre if you are allowing your staff to get away with this kind of behaviour towards patients expect your surgery to go down
Visited February 2024
Review titled Westbury Medical Centre
Replied on 19 February 2024
Dear Patient I am very sorry that you feel let down by our practice. With regards to our call back service, usually as your call comes to the front of the queue the phone system will automatically call you, if this call fails to connect you will be placed back in the queue and another attempt will be made, if this fails too then the call back is completed with no further attempts made. I apologise if this was not explained to you fully when you called the practice. I will ensure that all staff are trained and knowledgeable on how our new phone system operates. If you would like to make a formal complaint to the practice i will investigate this for you and reply fully. Please be assured that all patient feedback is fed back to the team to ensure our practice staff are constantly learning. Debbie Kelly Practice Manager
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Review titled I give from 1 to 10= 5
Rated 4 stars out of 5
by Anonymous - Posted on 02 February 2024
That is, I am used to the day of the examination by a specialist, my personal doctor, I get a prescription for my illness. I am examined today, I will take a prescription in the new week on Tuesday, that is, on 4.01.2024, I
Visited January 2024
Review titled Westbury Medical Centre
Replied on 07 February 2024
Thank you for taking the time to provide feedback to the practice. I am pleased that it seems your care went well. If you feel there are ways to improve our service please let us know. You are welcome to join our patient participation group and help us build a service to ensure the best of care to all of our patient population. Best wishes Debbie Kelly Practice Manager
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Review titled Awful receptionist and practice manager
Rated 1 star out of 5
by Anonymous - Posted on 09 November 2023
I have nothing but bad experience with the surgery they have been dismissive spoke about me clearly in front of my face when I’ve gone into the foyers. Physicians and GPs are really helpful and there are some polite receptionist but there are 2 specifically that are abrupt and disrespectful for no reason.
Visited November 2023
Review titled Westbury Medical Centre
Replied on 07 February 2024
Thank you for taking the time to review our practice. I am very sorry that you are unhappy with our reception team and practice manager. If you are unhappy with the team please submit a complaint to the practice which can be investigated thoroughly and responded to you in full. Best wishes Debbie Kelly Practice Manager
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Review titled front line staff behaviour
Rated 3 stars out of 5
by Anonymous - Posted on 15 September 2023
warm good afternoon to readers. Before ending morning hours l call to my gp surgery (all practitioners are fantastic) roundabout 11:45 am, first of all I greeted one of the reception staff with formal greeting with politeness " good morning, my name .... " she asked me my date of birth, I respond her then she asked " what can I help you?" I politely expand why I call so on, before finishing she injected " you want appointment?" I replied yes ........ she said "this appointment only phone conversation, and after 11:00 am will call you any time on the same number" i seek clarification about timing between 11:00 am to ending time " kindly can you tell me until what time" her respond me harshly " you have to wait until practitioner call, can't tell you," i respond her "ivgot one another appointment on same day with daibetes Nurse 12:00 pm onwards" again aggressively respond "no no no i can't tell you, you can get another appointment rather than this" i respond her only i want to approximat time only" get worsed her response, ..... in conclusion I see human behaviours are getting inhuman behaviours, morality, modesty, politeness kindness fast declining in our human society. we need to reconstruct our education systems all over country and especially medical and health organisations. i know the person initial, but will not disclose, in order to keep confidential and respect her personality. with peace my feedback & review are factual base and purpose is awareness and education.
Visited September 2023
Review titled Westbury Medical Centre
Replied on 18 September 2023
Dear Patient Thank you for contacting the practice. I am very sorry you were left unhappy with the team following your interaction with our reception team. I understand you received a text message asking you to contact the practice to book an appointment. You phoned and spoke to a member of the reception team who offered you an appointment in a telephone clinic and advised you that you would be called back between 11 - 12. I am sorry you were unhappy with the fact that she was unable to give you a definitive time for your appointment, but she did try to explain that as it is a telephone clinic it is only an approximate time and you would be called at any time during this 1 hour period. You were offered a different day and time due to this possible clash with your other appointment but you refused this offer. The team try extremely hard to provide a high quality service to all patients and i am sorry you feel this wasn't the case when you called. If you are still unhappy with the practice please contact us directly and we will review your concerns. Best wishes Deborah Kelly Practice Manager
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Review titled Poor Reception Service
Rated 2 stars out of 5
by Anonymous - Posted on 11 September 2023
I called this morning to ask a question or to get some advice, when the lady answered the phone I proceeded to explain what I needed and before I even got to finish she interrupted me very rudely and abruptly to ask for my date of birth. She completely threw me off with how much attitude she had, I just wanted to come off the phone. This is not the first time I have experienced this with the reception staff and it seems to be the same ones, it is a shame because it never used to be like this years ago. There is no people skills or compassion from the receptionists answering the phones.
Visited September 2023
Review titled Westbury Medical Centre
Replied on 11 September 2023
Dear Patient Thank you for contacting the practice to feedback your experience with our team. I am very sorry you feel that you were spoken to by the receptionist is a rude manner, especially interrupting you whilst you were trying to explain your reason for the call. Whilst you think this is rude, I'm afraid that the team must ask all patients for their details to ensure they tailor all answers to the patient and their varying needs. I am very sorry if you feel affronted by this but it is a necessity for the team to identify the patient to carry out their job safely. If you have any further feedback please contact the practice in writing. Best wishes Debbie Kelly Practice Manager