Weston House Practice
St. Pauls Medical Centre, 121 Swindon Road, Cheltenham, Gloucestershire, GL50 4DPContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Great practice under very difficult conditions
Rated 4 stars out of 5
by Samantha Mullaney - Posted on 20 February 2023
I’ve been a patient with Hatherley surgery for 25 years. My care has been outstanding, and I’ve never had an issue seeing a doctor or talking to one, even when they merged with the Portland practice. I have complex health issues and was always seen immediately with excellent care, even during covid I saw my GP face to face. I’ve been blessed with all the doctors and staff that work there. Sadly once they merged with another practice I feel there isn’t the correct amount of GP’s, nursing staff and receptionists for the huge amount of patients. I can wait up to 55 minutes in a queue to talk to a receptionist. Then there is no appointments or phone call appointments for upto three weeks , however I do appreciate that if it’s an emergency they will see you or call you asap. The receptionists are incredibly helpful and empathetic and do their very best in very dire circumstances and I’m very grateful for the help they give. I recently spoke to a receptionist and doctor last week and they were both so lovely but couldn’t really help my situation but I do have an appointment in three weeks time with the correct doctor for my issue. In my opinion, merging three surgeries, was not the best choice for the patients or staff, they are overwhelmed with patients and can only imagine the stress they are under dealing with the huge amount of patients ringing up and being unhappy about the wait time to get through to reception, and not being able to get any sort of appointment for 2-3 weeks plus. I do understand the frustration not just for the patients but for the staff as well. The abuse they receive is unacceptable though and I always try my very best to be respectful and kind to them… they are only doing their job which I am Very appreciative of. I can only think that this merge was a financial decision because of the financial crisis the NHS is in. Although I am disappointed, for the first time in 25 years with my practice, I am also very aware of how things are changing due to the financial situation with GP surgeries I am still very thankful for the care and support I have been given. Thank you to you all for your dedication to your jobs and patients in what is a very difficult time for the NHS.
Visited February 2023
Review titled Weston House Practice
Replied on 22 February 2023
Dear Samantha Mullaney, thank you for your feedback. As we discussed on the phone today, I appreciate you taking the time to post your comments. Our discussion was very helpful in identifying areas where we could aim to improve and also what cannot be changed given the current resources available to us. Thank you for your support and please be assured of our commitment to providing a safe, caring and effective service to all our patients. Kind regards, Laurella, Practice Manager
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Review titled Excellent Reception Team
Rated 5 stars out of 5
by Sharon - Posted on 28 February 2023
I spoke to the reception team today and I would like to say how polite, courteous and patient they are. It does not matter how busy they are they have always taken the time to listen to my query or concerns with such respect and patience. Thank you very much.
Visited February 2023
Review titled Weston House Practice
Replied on 07 March 2023
Dear Sharon, thank you very much for positive feedback about our reception team. It makes a difference to know that they are appreciated and your kind comments have been shared with the whole team. Many thanks, Laurella, Practice Manager
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Review titled Really painful knee but can not see a doctor until March 1st
Rated 1 star out of 5
by Retired nurse - Posted on 02 February 2023
I have been experiencing a painful knee for some months and have been to physio but it has not helped and physio does not know what can be causing the pain. Recently the pain has been getting worse and this morning is almost unbearable even with prescription painkillers but as it is an ongoing problem I can not get a triage doctor call, first phone consultation is end of the month and face to face is March 1st. The receptionist was great but can not do anything better than a phone consultation at the end of the month. I can not understand what is happening to this doctors surgery, I have been a patient for 58 years and have never experienced anything like this before. I am concerned that there maybe an infection that is causing the pain but will just have to wait until March and pray it doesn’t get worse. I can not be the only person who thinks the practice is not 4/5* so why aren’t there more lower scores unless like me everyone with low scores can not be bothered to review. This is the first bad review I have written for about 10 years and that was not medical.
Visited February 2023
Review titled Weston House Practice
Replied on 03 February 2023
Dear patient, thank you for your review and for bringing this to our attention. I apologise for the frustration you have experienced in trying to get an appointment with a doctor. We understand how important it is to receive prompt and timely care and we are continuously working to improve our appointment availability. Unfortunately, high patient volume and limited appointment slots due to current difficulties in recruiting GPs can result in longer waiting times for routine appointments. We value your health and wellbeing and we are committed to providing you with the highest quality of care. If you would like to discuss this further, please contact me directly on 01242 215439. Kind regards, Laurella Parffrey, Practice Manager.
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Review titled Professional and friendly Reception Staff
Rated 5 stars out of 5
by Anonymous - Posted on 20 February 2023
Being the first point of contact for patients the reception staff must be under a lot of pressure, handling many calls. My experience was friendly, efficient and reassuring. I was able to send photos/details via a link that was shown to the doctor after which I received a call back from the receptionist with feedback and helpful instructions. Anything that takes the pressure off a very busy surgery - and the knowledgeable reception staff are an amazing conduit between supporting patients and doctors.
Visited February 2023
Review titled Weston House Practice
Replied on 22 February 2023
Dear Patient, thank you very much for posting your feedback about your positive experience with the practice. Your comments have been shared with the whole team and your thanks are greatly appreciated by our fantastic receptionists. Kind regards, Laurella, Practice Manager.
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Review titled Wonderful service
Rated 5 stars out of 5
by Babette Pinder - Posted on 27 January 2023
Staff are compassionate. Have empathy. Great sense of humour and are very kind and understanding. Bravo! And Thankyou.
Visited January 2023
Review titled Weston House Practice
Replied on 03 February 2023
Dear Babette Pinder, thank you very much for your positive feedback. I have shared it with the whole team. We work hard to provide a caring and compassionate service to all our patients and it makes a difference to our staff to have your feedback. Kind regards, Laurella, Practice Manager
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Review titled Wonderful service
Rated 5 stars out of 5
by Babette Pinder - Posted on 27 January 2023
Staff are compassionate. Have empathy. Great sense of humour and are very kind and understanding. Bravo! And Thankyou.
Visited January 2023
Review titled Weston House Practice
Replied on 03 February 2023
Dear Babette Pinder, thank you very much for your positive feedback. I have shared it with the whole team. We work hard to provide a caring and compassionate service to all our patients and it makes a difference to our staff to have your feedback. Kind regards, Laurella, Practice Manager
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Review titled Great Practice
Rated 5 stars out of 5
by Bernie Huddleston - Posted on 14 February 2023
I have numerous medical issues for many years, and have found the nurses, doctors, admin staff wonderful and will always go the additional mile for their patients. Covid caused issues, but I found that the staff went out of their way to be of service throughout the period. Many thanks.
Visited January 2023
Review titled Weston House Practice
Replied on 22 February 2023
Dear Bernie Huddleston, thank you for taking the time to post these positive comments about the practice which I've shared with our fantastic team. We work hard to provide excellent care and service to all our patients, thank you for your appreciation. Kind regards, Laurella, Practice Manager
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Review titled Kind, considerate and caring with a side of humour
Rated 5 stars out of 5
by Clare Softley - Posted on 23 December 2022
I’ve needed the surgery more than normal of later for a variety of reasons. I have felt safe, cared for and most importantly, not judged or felt to be a nuisance. Everyone from the team on reception to those in the back office to the doctors and nurses go above and beyond. I personally can not thank them all enough for all the care and support. They’re also super funny too, today especially I had a right giggle with the receptionist and little did she know just how much I needed it. Sometimes just a call in to these wonderful people is medicine enough. Thank you all.
Visited December 2022
Review titled Weston House Practice
Replied on 03 February 2023
Dear Clare Softley, thank you very much for taking the time to post your positive feedback. It is heartwarming to hear that our staff have given you such a positive experience of the practice. We work very hard to provide this service to all our patients and it makes a difference to our staff to know they are appreciated. I have shared your comments with the receptionist who helped you and with the wider team. You have brightened their day by sharing this with us. Many thanks, Laurella, Practice Manager
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Review titled Good Experience
Rated 4 stars out of 5
by Anonymous - Posted on 07 December 2022
Apart from a long wait to get through, once I spoke to someone I was dealt with quickly, efficiently and thoughtfully. After sending a message to the practice with accompanying pictures, I was phoned back by a wonderful locum who arranged tests. The following day I received a call regarding test results and confirmation scans were being arranged. A call to the practice to discuss this was dealt with by a lovely lady who dealt with my query and arranged other examinations for me. The practice seems to have many negative comments on line so I thought I should flag the positive experience I had. The receptionists and doctors could not have done more.
Visited December 2022
Review titled Weston House Practice
Replied on 19 December 2022
Dear Patient, thank you very much for taking the time to post your feedback about your positive experience with the practice. It is good to hear that you received great care. We are here to provide an excellent service to our patients and your comments have been shared with our wonderful team. It makes a difference to know that they are appreciated so thank you. Kind regards, Laurella, Practice Manager
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Review titled Great practice
Rated 5 stars out of 5
by Jess - Posted on 07 December 2022
Receptionists are super friendly and helpful, always quick to respond and easy to speak to. Dr’s and Nurses are brilliant too!
Visited December 2022
Review titled Weston House Practice
Replied on 19 December 2022
Dear Jess, thank you very much for taking the time to post your feedback about the practice and staff. Your comments have been passed on to the whole team. It makes a difference to know they are appreciated. Kind regards, Laurella, Practice Manager