Westgate Surgery
Westgate, Otley, West Yorkshire, LS21 3HDContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Excellent staff and an excellent surgery
Rated 5 stars out of 5
by Anonymous - Posted on 11 December 2024
I have had to contact this surgery twice in the last month, once in person and once using there online platform and both of those scenarios proved to me how well taken care of this surgery is. I went in as I needed a regular appointment for a matter and as always it was an extremely smooth process, my regular doctor is delightful and always makes me feel so at comfortable and, while I have in the past taken this for granted, I know that after seeing so many people that day, as I am normally the last appointment, it can't be easy to be as lovely and kind as my doctor is. While I was there I needed a repeat prescription of a medication that I had not had to use for a while and decided to ask at reception what I should do about this as I wasn't sure if I would need to now book an appointment to get a prescription again. After talking to a member of staff at Westgate surgery they said I may not need to book a doctors appointment in order to get a repeat prescription and that instead I could use their online consultation platform on their website which she kindly directed me to on my phone. To begin with I was a bit sceptical and was worried it would take a long time to respond back but I was completely wrong to have worried. Despite putting in the request for my prescription at 6:00pm one evening by 8:00am the next morning I had a response by a doctor. She was very kind and apologized for the difficulties I was facing that required me to go back on this medication and offered me additional help if I needed. I really felt so cared for and that I was in safe hands. Both online and in person Westgate Surgery proves it is the well run surgery I know it to be.
Visited December 2024
Review titled Westgate Surgery
Replied on 13 December 2024
Dear Patient Thank you for taking the time to leave us such a kind review. We are very aware that the idea of using online services can seem daunting and confusing for many people and we aim to give as much help as possible to anyone who needs it. I'm so glad that you found it a positive experience. Thank you again Jane Heuston Practice Manager
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Review titled Man's a legend
Rated 5 stars out of 5
by Dave tindall - Posted on 11 December 2024
Fantastic service from them today. Very helpful and informative to help my daughter with a poorly ear and myself with a chest infection We were seen swiftly and with great courtesy. If they'd have had a red carpet I'm sure they would have rolled it out too! Thanks again. Keep up the great work and service you do for our community
Visited November 2024
Review titled Westgate Surgery
Replied on 13 December 2024
Dear Mr Tindall What a lovely comment to receive, thank you. This has been shared with the practice team today. We're so glad you were happy with the care your daughter received. Kind regards Jane Heuston Practice Manager
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Review titled Impressive
Rated 4 stars out of 5
by jeremy freer - Posted on 27 June 2024
Very thorough and professional experience, explanation clear without excessive use of medical terminology and a sympathetic delivery. The appointment concluded with a discussion as to future treatment.
Visited June 2024
Review titled Westgate Surgery
Replied on 27 June 2024
Dear Mr Freer Thank you for such a kind and positive comment. I have shared this with the team today and it is so rewarding for us to hear that you are happy with your future treatment plan and that you felt the GP communicated with you clearly. With best wishes Jane Heuston Business Manager
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Review titled Fantastic help received
Rated 5 stars out of 5
by K Skipper - Posted on 11 June 2024
I was diagnosed with Calcific tendonitis in my shoulder which has been painful, I was advised on treatment and they have been very thorough and secured me the best treatment process, I very much appreciate all the help.
Visited June 2024
Review titled Westgate Surgery
Replied on 13 June 2024
Dear Mrs Skipper We are delighted we have been able to help you. Thank you for your kind feedback which I will share with the team. Best wishes Jane Heuston Business Manager
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Review titled Excellent service
Rated 5 stars out of 5
by Paul Carpenter - Posted on 20 May 2024
From start to finish. Lots of fast detailed information and plenty of options. An understanding nature of my ilness and recommendations. Fantastic attitude and a feeling of belonging and importance. Love this practice
Visited May 2024
Review titled Westgate Surgery
Replied on 21 May 2024
Dear Mr Carpenter Thank you from everyone at the practice for leaving this kind feedback, which I have shared with the team. Such comments have a really positive impact on staff and are greatly appreciated, thank you. Best wishes Jane Heuston Business Manager
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Review titled Just trying to get test results
Rated 3 stars out of 5
by DAVID CAYTON - Posted on 03 April 2024
Today I contacted the surgery about ECG & Chest X-ray results, not wanting to clog the system up. I asked if the doctor could ring me if all was OK and just leave at that. The person on the phone kept saying you need to see Doctor about my blood test, I explained I have in March and tried to tell her that I was ringing up about my outstanding tests. I was told I could have a phone consoltation on the 29 th April that would be in 26 day's away I decided not to take up the phone call I was so mad that it takes so long. I think after 63 years with Westgate it's time for a change.
Visited April 2024
Review titled Westgate Surgery
Replied on 04 April 2024
Dear Mr Cayton Thank you for your comments and for leaving your name so that I have been able to talk to you and sort this out in person. From talking to you it was agreed that the appointment was offered for 29th as you were going away and this was the soonest she could get you in given the dates you were available. Thank you for your understanding regarding the x-ray and ECG results. As I explained, we are not able to contact patients when their tests are normal, but will always contact patients with abnormal results. I apologise again for the frustration you felt when it seemed our patient navigator was not listening to you and was focussing on the need to get you in to discuss your blood result. I will discuss this with her. Best wishes Jane Heuston Business Manager
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Review titled Impossible to book an appointment despite being in pain
Rated 3 stars out of 5
by Anonymous - Posted on 12 March 2024
I can't get an appointment. The previously decent online system is no longer available Phoning the doctors and speaking to a receptionist is practically impossible. Phone line constantly busy. What working person can hold on as 11th in the queue You can't do repeat prescriptions over the phone ...how else do you now do it? Please sort out for online provision asap ..
Visited March 2024
Review titled Westgate Surgery
Replied on 18 March 2024
Dear Patient Thank you for your comment and sharing your concerns. I am afraid we have had a problem with our online service which is currently being fixed. We do understand how difficult and frustrating it is when there are problems with accessing services or submitting requests for prescriptions. Please accept our apologies for any upset or frustration this has caused. Kind regards Jane Heuston Business Manager
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Review titled Online is back!
Rated 4 stars out of 5
by Anonymous - Posted on 17 March 2024
After my previous review the online service is up and running again! This allows me to see what is available and saves my time and the receptionists!
Visited March 2024
Review titled Westgate Surgery
Replied on 18 March 2024
Dear Patient Thank you for submitting an update to your comment, that was very thoughtful of you. I can confirm that the technical error is now fixed. Again, I apologise for the temporary loss of service. Kind regards Jane Heuston Business Manager
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Review titled Excellent service
Rated 5 stars out of 5
by Linda - Posted on 09 February 2024
I can't speak highly enough of the treatment I received at the surgery. A thorough explanation was given, and I was involved throughout, which resulted in an ultrasound scan being arranged. I was happy to learn that I could have the scan at the surgery itself rather than an appointment at the hospital. When I attended my appointment for the scan, it was completed in a professional and friendly manner, and I was on my way within 10 minutes. I was then contacted by phone to discuss the results a short time later. Excellent service throughout. Thank you Westgate.
Visited February 2024
Review titled Westgate Surgery
Replied on 19 February 2024
Dear Linda, Thank you for taking the time to leave such kind comments. We are delighted you are so happy with the care you received at Westgate, as we do try to ensure the patient journey through the healthcare system is as smooth and effective as possible. I will pass this on to the rest of the team. Kind regards Jane Heuston Business Manager
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Review titled Poor and Getting Worse
Rated 1 star out of 5
by Anonymous - Posted on 20 February 2024
Have to phone at 8am for an appt, you can't get through at 8am to then get told off by the receptionist for not phoning at 8am. Nobody is ever on reception when attending the surgery and when you do attend it's dead, no staff, no patients. One occasion phoned to get my 8yr old checked for croup (he has a history of croup, bronchiolitis and viral induced wheeze), to be told by the GP he would not see him or prescribe steroids / any medication and if it got worse to go to A&E as they would give steroids under supervision and sorry its inconvenient but these things happen rarely. Ended up in A&E at 2am to be sent to the out of hours GP who prescribed steroids with no supervision necessary. An absolute waste of A&E time and something that Westgate should have resolved given my son's history. Another occasion, told no appts available when I did eventually get through at 8:30am and told to either phone again the next day or go to Wharfedale Minor Injuries for recurring tonsillitis for twins on the waiting list for their removal. Didn't even need the GP, could have been dealt with by the paramedic who has seen them numerous times for the same thing. Again a waste of Wharfedale's time and something the surgery should have resolved. Appalling service for a surgery that seems to be empty and devoid of any GP at all times.
Visited February 2024
Review titled Westgate Surgery
Replied on 26 February 2024
Dear Patient I am so sorry to hear that you are unhappy with the service you receive from us. We fully sympathise with the frustration and stress caused by the early morning rush for appointments. As part of a national drive to improve how patients access GP services, we are about to undertake a full review of our booking and appointment system. This will allow all patients requests for appointments, advice, etc. to be received the same day and then triaged in priority order. Another aim of this review is to free up staff from the phone lines to be present at the front desk throughout the day. You say that the waiting room is often empty and this is because our clinics run efficiently without long delays for patients. We also offer telephone appointments, which many patients prefer where suitable. When patients are seen face to face we do make these appointments available throughout the course of the day to allow better access for patients’ different working hours. Your comments regarding how you perceive the waiting room area are helpful though, thank you, and we will look at how to improve this area. Regarding the appointment for your son’s croup, as a rule we will always see a child as an urgent extra, so I would appreciate it if you would email me at westgate.otley@nhs.net to discuss this in greater detail. I do apologise for the obvious stress your son’s visit to A&E must have caused you and if after investigation there was anything we could have done better, we would like to know how we could improve in the future. Kind regards Jane Heuston Business Manager