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 Not recommend
Rated 1 star out of 5
by Mervyn Dunn - Posted on 16 December 2022
Hi, Don’t normally post my opinion, but feel I need to, hopefully for someone to have a look into and if possible improve. My appointment was at 8.30 , so not be late I got there 10 mins early as to not waste any valuable time of the nurse as it’s difficult enough to get an appointment , only to find the doors leading into the heated reception room locked and so had to stay in a freezing corridor until the 8.30 after booking into reception and then waiting a further 15 mins before seeing the nurse, in which time visiting the gent’s toilet only to find there were no paper towels to dry your hands. Can I suggest that the first appointment should not be until 8.40 and not 8.30 , this would also allow the receptionist time to ensure the facility is in good condition for the public
Visited December 2022
Review titled Weston House Practice
Replied on 19 December 2022
Dear Mervyn Dunn, I am very sorry to hear of your recent poor experience and thank you for bringing it to my attention. I am sorry that you had to wait in a cold area prior to opening the practice doors. It has been exceptionally cold recently and unfortunately the corridors are not heated. I'm sorry that the nurse was late in calling you in for your appointment All our clinicians aim to run to time but sometimes there are unavoidable delays. I have passed your feedback on to the our appointment planners so that we can aim to improve the timings for appointments and give a more streamlined experience. It is not acceptable that there were no hand towels in the toilet so we have reminded the cleaning contractors about replenishing the hand towels. We always strive to provide our patients with a high standard of care and we will use your feedback to give us an opportunity to improve. Kind regards, Laurella, Practice Manager
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Review titled Helpful, friendly practice
Rated 5 stars out of 5
by Jill and John Pauling - Posted on 02 December 2022
We have been impressed by the detail and quality of service from all staff in all departments . Admittedly the queuing times are sometimes long but when we reach the receptionist, she is always polite, friendly and never makes us feel we are wasting her time. The doctors have been outstanding in recognising symptoms and either treating us or putting us in touch with the appropriate specialists. We have appreciated the time taken by the doctors to explain some of the ‘why’s and ‘how’s’ when changing our medication or prescribing new treatments. Although it is still difficult to get a ‘next day’ appointment, we have found that if we explain our circumstances, every effort is made to see us as soon as possible. In conclusion, we are pleased with our medical practice and would recommend it without reservation.
Visited November 2022
Review titled Weston House Practice
Replied on 03 February 2023
Dear Jill and John Pauling, thank you very much for taking the time to post your positive feedback about the practice. Your comments have been shared with the whole team. We work hard to provide excellent care and service to all our patients and it makes a difference to our staff to know they are appreciated. Thank you, Laurella, Practice Manager.
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Review titled Very competent telephone operator
Rated 4 stars out of 5
by Anonymous - Posted on 23 November 2022
The receptionist who dealt with my call knew her role and was very efficient and did what she said she would do.
Visited November 2022
Review titled Weston House Practice
Replied on 03 February 2023
Dear patient, thank you very much for posting your feedback about your positive experience with our receptionist. Your comments have been shared with whole the reception team. Thank you, Laurella, Practice Manager.
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Review titled Such very kind people
Rated 5 stars out of 5
by Brian Lord - Posted on 17 November 2022
Doctor’s receptionists normally have a bad press (often justified). I rarely have the need to call the doctors but have done so twice in the last couple of months for an appointment. Both of the staff I have spoken to have been quite wonderful. They are so very very busy and must speak to hundreds of callers a day. Yet on both instances I have been made to feel I was important. Despite the call queue, I never felt rushed or hurried, they were both so very friendly and chatty and appropriately humorous and most of all they were helpful and so very kind to someone like me negotiating the newer, remote service based NHS fir the first time. I finished the call knowing exactly what was going to happen and when. How people who are so stretched and so very busy can make someone feel so valued and important is quite extraordinary. Whatever these two ladies have - it should be bottled and sold. The NHS funding crisis would be solved overnight!! They are a credit to the surgery and the NHS and an example of how to communicate. Amazing.
Visited November 2022
Review titled Weston House Practice
Replied on 03 February 2023
Dear Brian Lord, thank you very much for taking the time to post such wonderful, positive comments about our receptionists. We work very hard to ensure that every patient receives excellent care and a positive experience and it makes a difference to our staff to know they are appreciated during these difficult times for the NHS. Your comments have been shared with the individuals concerned and the wider team. Thank you again, Laurella, Practice Manager
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Review titled Excellent Service & Response Time
Rated 5 stars out of 5
by LYNNE BAILEY - Posted on 05 October 2022
I had a complicated medical query that needed to be explained to the receptionist answering my call, but the person I spoke to couldn't have been more helpful. After eliciting what needed to be done the information was red flagged and sent to the appropriate person. Just a few hours later I received a phone call from the same receptionist to say the prescription I required was now ready for collection. How's that for service! Many thanks to the lovely person I spoke to.
Visited October 2022
Review titled Weston House Practice
Replied on 03 February 2023
Dear Lynne Bailey, thank you for taking the time to post your positive feedback. We aim to provide a high standard of service and care and it is very pleasing to hear of your positive experience. I have passed your comments on to the receptionist you spoke to and to the whole team. Kind regards, Laurella, Practice Manager
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Review titled Amazing first point of contact
Rated 5 stars out of 5
by Angela Slade - Posted on 26 October 2022
Spoke to lovely receptionist who was so helpful with everything I needed to assist with my husbands claim form. She is always lovely and bubbly and nothing is too much.
Visited October 2022
Review titled Weston House Practice
Replied on 30 December 2022
Dear Angela Slade, thank you very much for taking the time to post your feedback about your positive experience with the practice and our receptionist. 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 Excellent customer service
Rated 4 stars out of 5
by Anonymous - Posted on 18 October 2022
The lady I spoke to was very helpful and took the time to listen to me and answered all my queries. She was very friendly and informative.
Visited October 2022
Review titled Weston House Practice
Replied on 03 February 2023
Dear patient, thank you for your review and your positive feedback. I have shared it with our reception team. Kind regards, Laurella, Practice Manager
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Review titled Great practice
Rated 5 stars out of 5
by Peter Newcombe - Posted on 01 October 2022
Very quick and efficient service to get my flu jab completed within three days of booking an appointment
Visited October 2022
Review titled Weston House Practice
Replied on 03 February 2023
Dear Peter Newcombe, thank you for your positive feedback. We aim to provide all patients with a high standard of care and a positive experience. I have shared your feedback with the whole team. Kind regards, Laurella, Practice Manager
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Review titled Not good
Rated 2 stars out of 5
by Anonymous - Posted on 16 September 2022
Spend far too long on the phone waiting to speak to someone. Receptionists often abrupt and non friendly
Visited September 2022
Review titled Weston House Practice
Replied on 19 December 2022
Dear Patient, I am very sorry to hear of your poor experience when contacting the practice. We receive on average 900 calls into the practice every day and therefore our telephone lines are very busy. We are working hard to answer these calls quickly, however there is a big demand for appointments. Our reception staff are trained to deal with complex calls, many of which can take time on the phone. It is important that we take your comments as a reference point to improve. We always strive to provide a high standard of care to our patients so thank you for your feedback. Kind regards, Laurella, Practice Manager
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Review titled Great Practice
Rated 5 stars out of 5
by Jackie Harris - Posted on 23 September 2022
Both The receptionist and nurse were polite, friendly and efficient. My appointment ran true to time and the waiting room is a bright and comfortable environment.
Visited September 2022
Review titled Weston House Practice
Replied on 19 December 2022
Dear Jackie Harris, thank you very much for posting your positive review of the practice and staff. Your comments have been passed on to the whole team. Many thanks. Kind regards, Laurella, Practice Manager