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 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
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Review titled Slack administration
Rated 3 stars out of 5
by Dennis - Posted on 15 June 2023
Requested a prescription with 2 items on a Monday. Went to a pharmacy on a Thursday and found that one item was missed. Visited the surgery at 10.45 and was told that the missing item would be available within 2 hours. The pharmacy told me 5 hours later that the tablets were not available. This left me with no tablets.
Visited June 2023
Review titled Westgate Surgery
Replied on 11 July 2023
Thank you for bringing this issue to our attention. We apologise for the inconvenience you experienced regarding your prescription. Patient satisfaction is important to us, and we regret any delay or miscommunication that occurred. We would like to look into this matter further to ensure it doesn't happen again. Please contact us at Westgate.otley@nhs.net to discuss the situation in more detail. We appreciate your patience and hope to resolve this promptly.
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Review titled Poor practice
Rated 2 stars out of 5
by Anonymous - Posted on 12 June 2023
Asked for an appointment due to having a palm-sized lump appear on my upper right groin region. Got told it was low priority and given an appointment 10 days hence without them even taking a look at me. It has grown since I asked for the appointment, and I find it very concerning.
Visited June 2023
Review titled Westgate Surgery
Replied on 10 July 2023
Thank you for sharing your experience. We strive to provide excellent care to our patients, and we apologise for any inconvenience caused. We value your feedback and would appreciate the opportunity to discuss your concerns further. Please contact us at Westgate.otley@nhs.net so that we can address this matter promptly. We look forward to hearing from you.