Westdale Lane Surgery
20-22 Westdale Lane, Carlton, Gedling, Nottingham, Nottinghamshire, NG4 3JAContact details and opening times
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Reviews
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Review titled Twice let down
Rated 3 stars out of 5
by Susan Hallam - Posted on 25 June 2024
I tried to ring for the second day and got a recorded message saying they were full to capacity (second day of message) and was cut off when on hold. So I decided to go in person as my husband needed an appointment due to pain and mobility and medication issues. I was told this was not possible and to contact 111. I did not realise that they were using 111 as a triage service. I also returned from holiday having slipped near the pool, and had to go to hospital and have four clips in my head. I rang the doctors surgery to arrange to have them removed as instructed only to be told that there was, again, no appointments. I had to go to the walk in centre on London Road. We are not regular visitors to the surgery but when we really need them we have been badly let down. I am sorry but I feel that I am constantly being fobbed off, and after being told for the second day that the surgery was full to capacity for appointments and then to find the surgery empty was very upsetting.
Visited June 2024
Review titled Westdale Lane Surgery
Replied on 26 June 2024
Dear Mrs Hallam, Many thanks for comments, which I can hopefully put into some context regarding how GP Surgeries are finding the need to operate at the moment. Our first duty is to our patients. We want to be able to provide safe, high-quality care to our patients but we also need to ensure that our clinicians and admin staff are working within safe limits in terms the number of patients they are seeing each day. I can appreciate that if the waiting room is not busy, it may give the impression that the GPs are not working but I can assure you they all have a large amount of invisible work. This includes reading and acting on hospital letters, interpreting, and acting on blood results and ensuring repeat prescriptions are issued safely to patients, addressing any bloods and annual reviews that needs to be completed for safe prescribing and telephone calls/consultations to patients. You are correct that on occasion we do reach a limit of daily clinical work that it would be unsafe to continue beyond. This would be the point when we would advise that we have reached maximum capacity for safe working. However, should we reach that situation patients are signposted to other services that are able to offer advice and assistance (local pharmacy, 111, urgent care walk-in centre) I am unsure what time of day your husband called but I can assure you that we always have as many face to face appointments and telephone slots available as we can and do not take the decision to move to safe capacity working lightly on any occasion. We are working within the British Medical Association and Local Medical Committee guidance which supports GP Practices to make decisions that will allow them to best prioritise patient care. Practices must provide enough appointments to meet the reasonable needs of their patients but this must be done in a way that is safe for patients and GPs. With reference to your concerns around being unable to see a nurse for the removal of four clips , I am sorry we were unable to see you the same day as your request. Nurse appointments are bookable well in advance but unfortunately may be fully booked if an appointment is required on the same day. I am pleased that you were signposted to the correct service that was able to help you. We know it must be really frustrating trying to get seen when you want to. Our staff are working hard in difficult conditions to provide the best service that they can. I thank you for bringing your concerns to my attention and apologise again for the problems you faced obtaining an appointment. I would stress that all practices are finding it difficult to work how they want to due to financial constraints put upon them. I am happy to meet with you to discuss further and would ask that you contact the surgery directly if you have any ongoing concerns. Kind Regards, Paula Watts Practice Manager
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Review titled Amazing attention and care !
Rated 5 stars out of 5
by Trevor Dickens - Posted on 04 April 2024
I needed treatment to my knee which was speedily offered. From initial triage, visit to physio, subsequent X-ray referral, consultation with Practice Nurse / Pharmacist and follow up with GP consult and treatment - this was all carried out within one month after initial diagnosis. Absolutely marvellous, as the discussions were helpful and informative, each step was building on previous, culminating in the most advantageous treatment of choice. Thank you all so much - each of you are so very helpful. My knee is much improved and pain free so much so that I can continue exercising, walking etc whisk was very difficult previously.
Visited March 2024
Review titled Westdale Lane Surgery
Replied on 30 April 2024
Thank you for your kind comments, these have been passed to the staff members concerned. We are always grateful for patient feedback and appreciate the time you have taken to provide this.
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Review titled Disappointing Experience
Rated 1 star out of 5
by Daniel Benner - Posted on 03 October 2023
Been with the practice my whole life, only for the practice to phone my wife whilst she’s recovering from a c-section in hospital that we are being dropped from the practice for being out of catchment. We moved house days ago (closer to the practice) but now have to find another GP and potentially another midwife at short notice with a newborn baby and recovering wife. Whilst I appreciate boundaries have to be in place, the annoyance comes at the timing (the pregnancy and midwifery care is on her record - do they not check this before phoning to give people bad news?) and the fact the address we have just moved from was also outside of the catchment…much further outside, but was told it would be OK due to myself being with the practice for such a long time.
Visited October 2023
Review titled Westdale Lane Surgery
Replied on 30 April 2024
Thank you for your comments. I apologise for the timing of our call asking that you register at a practice nearer to your home. I'm sure you will appreciate that this is more practical to be registered within a practice catchment area, particularly when requiring community services such as midwifery and Health Visitors that may be based at a Health Centre closer to where you live.
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Review titled Prescription problems
Rated 2 stars out of 5
by C&J Marshall - Posted on 09 June 2023
We have been with this practice for 10 months, and we have had problems with every repeat prescription. Twice they were sent to Essex, when we live in Nottinghamshire. You can put your prescriptions in on a Monday and on Friday you are ringing up because they haven’t been done , which is totally unacceptable, leaving people worried about getting their prescriptions over the weekend. They keep closing to have training but nothing gets any better.
Visited August 2022
Review titled Westdale Lane Surgery
Replied on 06 October 2023
I am sorry to hear of your dissatisfaction with the service you have received. To enable me to look into this further please contact me directly at the practice. Kind Regards, Paula Watts Practice Manager