As usual with this surgery, I have had to ring up for an in the day appointment. I have called 35 times from 8am in order to get through. I work 12 hour shifts so need a telephone consultation before I start, and was told by Gemma on reception that they couldn't give me an exact time and it would be anywhere before 1pm, but would mark that I needed an early call but couldn't guarantee it. When explained that this would be no good due to my shift work, I asked if she could offer a resolution for me, she told me in the typical Westmorland reception manner and clearly trained by the head of unprofessional behaviour at reception Mandy (unhelpful/not interested/can't be bothered) no she couldn't and I'd Just have to ring back. I advised that this would be counterproductive given that it would be the same situation. I asked for the practice managers details so I could speak to the practice manager, which she refused to provide. Which is contrary to their complaints policy online. This isn't the first time I've had issues with this surgery, on the whole the doctors are really good and professional, it's the absolutely disgrace of s reception team that let them down. They hold all the power in order to access services at the surgery and don't they make you know it. Avoid.. Avoid... Avoid!!!

I agree with some of the other patient observations. It's almost impossible to get through when you phone. I ended up having to come down to the surgery on my day off, were I felt my confidentiality was not respected when I was asked personal info over the intercom while other people where waiting for attention. I feel staff at the surgery don't read their patients reviews as lots of the observations appear to be historical. I understand we are living in difficult times, but I have worked throughout this pandemic without using it as an excuse

Worst GP surgery In Liverpool for getting an appointment. You have to ring the surgery at 8am, you will just get the busy tone no matter how many times you call (this time 134 attempts) and when you do finally get through they will have no appointments available and you will be told to do the same rigmarole tomorrow. I have not managed to get a physical appointment in this surgery for over 2 years.

Can’t get an appointment, months, years even have passed and no appointments available, very bad attitudes on certain receptionists and Tom who handles the complaints ignores ppl like me who have had issues with Debbie hanging up on me twice after not even trying to help me with my problem that wasn’t my mistake, Was told it wld be best if I join another doctors because I said I can never get to see a doctor. The receptionists cover each other and their lies. 8am calls dnt get through so it’s a waste of time, shame coz years ago this was run a lot better than now. Awful surgery now.

Very poor service, surgery seems to be hiding behind the pandemic issues. Receive a text to book a telephone appointment, call answered after 50 mins only to be told that the doctor only works certain days. Call on doctors working days only to be told no appointments left, this has now been 4 times. Asked for the practice manager only to be told that they were not available. Finally spoke to the receptionist again who advised I would receive a call on the 19th August and you guessed it I’m still waiting. I am a shift worker who has limited time availability. Can I also say I have also been a critical worker for the last 18 months moving pharmaceuticals across the globe but hey I’m not NHS so no help there. As a practice it’s so poorly run and I will probably never get an appointment again but it feels really good to get it off my chest.

Absolutely awful system in place to get an appointment. After an unsuccessful 6hr wait at a&e on Monday, I returned home in pain and completed the online GP consultation form at 9am on Wednesday. It said I would get a call by Thursday at 6.30pm. NO CALL! Had to go to walk in on friday 8am. Walk in told me that they couldn't do anything without a GP referral! After I left, I had a missed call from the GP, late! I called and explained and I spoke with an unprofessional, rude, poorly trained receptionist who had absolutely no interest in helping! I was told I'd missed my call and to start the whole process again! Tired, in pain and physically drained, I went home and rested. Tried to do the online form Saturday morning and it's blocked until surgery opens Monday morning! The doctors and nurses, when you see them are actually fantastic but you'll be near death before you do!

Worst doctors ever. Staff are so rude, they talk over you, tried explaining what was wrong and Jenn kept talking over me. Asked for the practice manager and of course they aren't there. Asked for my name to pass on so began to spell it as I always have too, she spoke over me and wouldn't take the situation on so had to hang up. Can never get an appointment. They tell you to call up and it takes at least 5 minutes to get through and by then there's no appointments. No one gets back from the online forms and I've been ringing and submitting forms for over 18 months

SCALLY HEALTH BABY SHAMBLES . Expected to spend hrs on the phone whilst at work only 2 get told to try again tomorow.. this can go on for weeks until im fed up. Then jackie on reception lies and tells me dr cav will call me at 8am. So another hour wasted to get thru an i ask to speak to jackie, im told shes not in which turns out to be another lie. By another receptionist to cover a work mates lies. All fair and acceptable . So i post letter and try get a doctor to call me. He sends a txt instead telling me to use the system that iv lost all faith in. ? WRIITTEN COMPLAINTS BINNED.

Today I had to pop in to the surgery as for the first time , I had forgotten to put my elderly mothers prescription request in and she had taken her last Bp meds. I apologised to the receptionist and explained, and although no pharmacist was available she said she would try her best to get it sorted. I didn’t hold out much hope. But when I called the chemist 3 hours later, it was there and packaged up ready to collect! I know, having been a gp receptionist, how busy it is, how stressful and what an extra pressure it yis having to try and interrupt doctors to sign emergency scripts. So just wanted to say. I was so grateful to the lovely blonde lady on reception today. Didn’t catch her name, and whichever doc kindly signed it off. Absolutely excellent service as always and never enough credit given to you guys. Well done! Promise I’ll not forget next time! Lol

Why can't management take a look at the poor reviews that they are getting. This is a service for sick people. I finished an appointment and wanted to make another. I was told I would need to call. I took out my phone and called on the spot whilst standing infront of the receptionist and made the appointment. The waiting room is usually empty so where's the problem? If industry was run like this it would go bankrupt.

This has to be the worst GP Centre in Merseyside. It is impossible to speak to someone over the telephone. I have tried for days without success. The phone keeps ringing and ringing. Its about time someone raised a complaint with the NHS. To clarify my complaint is not related to the service provided by the GPs which has always been very good.

Doctor are very good but worst place to try and get an appointment. You have to ring at 8am every morning to get an appointment. The worst thing is that the receptionist don't even pick up if you call early in the morning. And when your call finally get answered, the receptionist will argue with you saying we do pick up so try again next day again at 8am . It's like a forever circle. Most difficult place to get an appointment. Wouldn't recommend getting registered there.

Rubbish with people with mental health issues. I have been suicidal for a while and the doctors won't give me stronger meds they won't give me them. I don't do hospitals

Lovely practice and extremely helpful and friendly staff. I called the practice and was triaged and called back by a doctor within 2hours. I was then promptly booked in that same day and after being examined my referral sent straight away. Considering we are still in the middle of a pandemic and restrictions on healthcare settings have not eased I feel the staff are doing an amazing job in very difficult circumstance.

The doctors are very good of you can ever get to see one. The reception staff are totally unreasonable, they expect my vulnerable disabled pensioner mother to get in a taxi and go to the surgery to pick up the blood forms to go 5 miles away to have blood taken, when there's a perfectly good postal service ! Living in the dark ages or what !

Shocking service,Nurse practitioner dose not call you back, waited all afternoon and evening after giving them my mobile num er. This practice makes mistake after mistake

Absolutely diabolical, work nights spend just short of 30 minutes,constantly ringing,to get through to be told no appointments. The system does not work. I wouldn't like to be on reception there!

Dreadful service good look with this place. 3 years undiagnosed and continuing, I’ve given up. Well done Westmoreland you won

One of the best GP practice have ever seen from the receptionist to the doctors,paediatricians and every members of staffs were lovely people, passionate, enthusiastic, friendly and mostly delighted to assist where ever you need their help.I miss them all have moved to another location now.

35 mins on the phone 77 calls before I got through. Explained my problem, advised no appointments today, there is for tomorrow but have to call back at 8am tomorrow and try again. Appalling when someone is unwell.

I rang today to book an immunisation appointment for my child and the receptionist was very rude to the point that she raised her voice and cut the call abruptly.

Took my elderly dad for a health check this morning with Sister Amanda. Dad has dementia and very poor hearing but she managed him with kindness, care and respect. She had such a warm, friendly nature and although she was thorough and covered so much within the appointment, it didn’t feel rushed at all. We all know how busy and stretched our doctors, nurses and reception staff are but they are doing their very best and we are very lucky to have people like Amanda looking after us. A huge thanks from us!!

Just contacted the gp centre to ask about my repeat prescription and the receptionist was lovely and gave me all the help i needed. .Thank you

What more is there to say the staff are always helpful and 100% delivery in some very trying times, all I can say keep the excellent service you deliver for your patients thank you

It is not the fault of the surgery or their staff it is the fault of the Tory governments chronic underfunding of the NHS over the past decade but this practice is not fit for purpose. The Tories have won as I've just booked a private GP appointment for the first time as it is impossible to get an appointment here.