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 Superb care
Rated 5 stars out of 5
by Anonymous - Posted on 11 May 2023
Yesterday morning i saw a doctor for an emergency appointment. I received brilliant and thorough care, resulting in being sent to Ambulatory Emergency Care at Cheltenham General. I was well informed of what was happening and why and felt reassured. I cannot thank the doctor enough for her kind, caring and professional manner.
Visited May 2023
Review titled Weston House Practice
Replied on 20 July 2023
Dear Patient, thank you for taking the time to post your feedback about your positive experience with the practice. Your comments are greatly appreciated and have been shared with the whole team. Kind regards, Laurella, Practice Manager
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Review titled Thank you to all at Weston House GP Practice
Rated 5 stars out of 5
by Richard Wickham - Posted on 23 May 2023
Thank you to you all for continuing to look after my mother in law. Doctors, practice nurses & admin / reception staff are always very kind, friendly, courteous & professional, despite being very busy. They retain the wonderful qualities & values of, in our opinion, providing excellent customer care. Thank you especially for yesterday for the vital home visit from the doctor, & the nurse & lady from reception who arranged it.
Visited May 2023
Review titled Weston House Practice
Replied on 20 July 2023
Dear Richard Wickham, thank you very much for taking the time to post your kind and positive comments. It makes a difference to our staff to know that we are providing great care and experience for our patients. Your review has been shared with the whole team. Many thanks, Laurella, Practice Manager
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Review titled Great Doctor
Rated 5 stars out of 5
by Robert Brown - Posted on 12 April 2023
The treatment I received was excellent kind and caring. I cannot praise the Dr high enough always makes me feel that i am important.
Visited April 2023
Review titled Weston House Practice
Replied on 21 April 2023
Dear Mr Brown, thank you for taking the time to post your feedback. It is good to hear of your positive experience and I have shared it with the Doctor and the wider team. We work hard to provide excellent care for all our patients so thank you again for your appreciation. Kind regards, Laurella, Practice Manager
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Review titled Excellent access
Rated 5 stars out of 5
by Aileen Jones - Posted on 15 June 2023
I had a prolonged ear problem which needed medical attention weekly over 7 weeks. Even over Easter bank holiday I was seen by a doctor on the day. I am very grateful for the excellent service Weston House offer. Thank you to all of you.
Visited April 2023
Review titled Weston House Practice
Replied on 20 July 2023
Dear Aileen Jones, thank you very much for taking the time to post your review. We aim to provide an excellent service to our patients so your feedback is much appreciated. Your review has been shared with the whole team. Many thanks, Laurella, Practice Manager
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Review titled My medication drops off the radar
Rated 3 stars out of 5
by Neil Macaskill - Posted on 03 April 2023
At least twice now my medication for chronic joint pain has disappeared off the NHS website as being one to order from the practice. The practice have no idea why. The reception person not particularly helpful to be perfectly honest. With the advent of new systems and processes the service from the practice has diminished.
Visited April 2023
Review titled Weston House Practice
Replied on 21 April 2023
Dear Mr Macaskill, I was very sorry to hear of your recent poor experience with the practice and thank you for bringing it to my attention. I am very pleased that I have been able to speak with you personally on the phone and that we have been able to resolve the issues with your medication. We review our systems and processes regularly and your feedback has given us the opportunity to improve. Thank you. Kind regards, Laurella Parffrey, Practice Manager.
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Review titled Great phlebotomy service
Rated 5 stars out of 5
by Adrian McKie - Posted on 22 March 2023
I have just returned from having a routine blood test and I thought the service was outstanding. There is a natural reluctance from most people to give blood or have needles inserted, but I need not have worried. I barely felt the needle go in and the procedure was very quick and efficient. But the best thing of all is that they have the perfect person to take blood. As soon as I arrived I was made to feel welcome and comfortable. In fact most of the appointment was characterised by laughing when swopping jokes. I left the appointment smiling and feel we have the best health service in the world, made up of truly wonderful people who are doing a fantastic job, day in day out.
Visited March 2023
Review titled Weston House Practice
Replied on 21 April 2023
Dear Mr McKie, thank you very much for taking the time to post your feedback about the practice and staff. It is heartwarming to hear that our staff have given you such a positive experience. We work very hard to provide an excellent 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 phlebotomist who looked after 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 Caring practice
Rated 4 stars out of 5
by Anonymous - Posted on 30 March 2023
I have found several of the receptionists to be really helpful, kind and understanding. This makes a big difference especially when you are worried. The Doctor who has been looking after me has been very supportive and thorough. Times are hard for everyone at the moment. My care has been excellent.
Visited March 2023
Review titled Weston House Practice
Replied on 21 April 2023
Dear Patient, thank you very much for taking the time to post your feedback which has been shared with our fantastic team. We work hard to provide excellent care and a positive experience to all our patients so thank you for your appreciation. Kind regards, Laurella, Practice Manager
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Review titled Rude and poor service
Rated 1 star out of 5
by Anonymous - Posted on 06 March 2023
Things were never fantastic before the merger, but ever since then the quality of service by weston house has dropped dramatically. For some reason the surgery now considers it acceptable to be rude to their callers by not even having the decency to say hello or greet their callers, instead simply bark down the phone at you asking for your date of birth. You feel like you are a criminal or have done something wrong. No other company or service would get away with this. Then to get an appointment you usually have to wait a month....a month! When you do go to the surgery you find only a couple waiting. I was once told by a doctor he didnt have anything to do that day and I was his first patient? Are the receptionists on some sort of power trip or something? Or perhaps they are protecting the GPs from actually doing any work now the pandemic is over. Disgraceful.
Visited March 2023
Review titled Weston House Practice
Replied on 07 March 2023
Dear patient, I am very sorry to hear of your poor experience when you contacted the practice. Our reception staff are trained to deal with a high number of complex calls and we receive on average 800 calls per day. I am very sorry that on this occasion you did not receive a welcoming greeting and a polite response. Customer service is very important to us and we will take your comments as a reference point to make improvements to our service. Increased patient demand and limited appointment slots due to current difficulties in recruiting GPs can result in longer waiting times for routine appointments. However the doctors are working very hard managing many consultations by phone and we have increased the number of face to face appointments so you will always be seen face to face if it is needed. We are committed to to providing you with the highest quality of care and aim to improve. If you would like to discuss your concerns with me personally, please contact me directly on 01242 215439. Kind regards, Laurella Parffrey, Practice Manager
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Review titled Great response
Rated 5 stars out of 5
by Anonymous - Posted on 02 March 2023
Called to explain I had a bad cough after having a cardio version the previous Friday and was given an appointment the same day. Really impressive service and exactly what the NHS is all about.
Visited March 2023
Review titled Weston House Practice
Replied on 07 March 2023
Dear patient, thank you very much for taking the time to post this positive feedback. Your comments have been shared with the whole team and it makes a difference to know that they are appreciated. Many thanks, Laurella, Practice Manager.
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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