Western Elms Surgery

I have recently moved to the other side of Reading so swapped doctors. My previous was Western Elms. I recently needed to sort my repeat prescription as my records had still not been sent over after over a month. My new doctors instructed me to contact western elms to get them to email my history to them.I contacted Western elms and requested this and the receptionist was extremely rude (I appreciate she had had a long day and probably dealt with a lot but still it’s not my fault) rather than pass the message along I had to email them to make the request to email me the history then I email it to the new surgery??? Why???

When you can get through on the phones the doctors are helpful.But the calls are awful, lines don’t open when they say they will and have just been dropped from the call after waiting 15 minutes.Transferring my son’s medical care from Scotland was horrific. 50 calls, more emails and me doing a lot of chasing. We eventually got his care moved, but more through perseverance on my part than anything else.If they could sort they’re booking system and admin out it would be a much better experience.

The doctor is very professional and lovely. However the admin team is very slow and very non-responsive. All forms of contact is reduced to a very convoluted online contact, and responses take far too long, which tend to be a one liner response or a appointment in 2 weeks time, for a simple question. Phone calls always take 10-20 minutes in a queue.Please hire more admin or create a better system to log patient queries.

I have had so many poor experiences with this clinic. Especially when I was going through multiple miscarriages.Lisa was great though and helped me get some sort of acknowledgement of how I was treated after I sent a PALS letter.Unfortunately today has been the cherry on top, I just find a few (not all!) Of the receptionists incredibly abrasive and rude- I used to be a receptionist and totally understand that some days are harder than others but please don't take it out on the patients! I was only trying to get a response about my poorly baby.

Have been a patient for many years and have always had a very positive experience. The triage is efficient and the reception are good, and have amazing patience given some of the hostile attitude I have witnessed from patients. The doctors are also very caring, but special praise has to go to the nursing team who are all brilliant being professional, caring and understanding.

This morning was the second time I went in for a blood test in good time (in last few months) - only to find that the appointment had been cancelled and moved for 3 weeks time, bearing in mind i've already waited the best part of a month for this one! No contact was made me to highlight the appointment was cancelled, so I had taken time off work to attend this is extremely disappointing.The organisation of this surgery is beyond bad, I can only image how much money/ appointments are wasted with all these errors.

1 / 1I visited Western Elm Surgery today 24 July 2023 for blood test.I was stunned and upsetting to see that at 8.35am only one person setting in the waiting area, the place was dark and unwelcoming. The 2 ladies in the reception were looking at their screen monitors.When I get called, I was talking to the Nurse, asking how not busy they are and only one person in waiting area.On 25 June 2023, I walk in to non-emergency clinic Royal Berks due the burst cysts infection. I was suffering the pain since January 2023 had been calling the surgery and no appointment, until June 2023 is out of control. When I walked in to non-emergency that was Sunday, I was very lucky, that the doctor managed to operate it.I was advised by the doctor that need to change the dressing in my surgery (Western Elm) next day as will bleed a lot. The receptionist insisted no nurse booking available absolutely refused and advised me to go back to SAU. I went back to SAU Monday as I was bleeding, the next day (Tuesday) called again receptionist refused (I was so distressed on the phone asking the receptionist what to do?) and she said they have got nothing to do with my surgery re: dressing, therefore must go back to SAU and she advised me to go to Thatcham SAU, as I work near Basingstoke hospital. I walk in to SAU Basingstoke but they cannot help me as I do not have my report. I went back to SAU Royal Berkshire and asks for the report and went to pharmacy bought paraphernalia.And do DIY dressing myself with the help with my daughter, she was traumatised how deep the cut but I need her help, the wound is in my back.Then coming to surgery today 24 July 2023 with one person waiting at 8.40 such an insult to the service they provided. The nurse did mention that they opened late on Monday for dressing. I replied I was not being told that, the receptionist told me that no available appointment. I was told appointment for 3weeks to change my dressing. I feel the pain for those people who have more serious condition than me. Please practice “Empathy to other human being.”

Although they maintain their professionalism and are very friendly, the admin staff (including some of the clinical team) fail to communicate with each other or review patient records before undertaking tasks. Things that should take 10 mins take four weeks due to lack of communication between staff. Services I am eligible for (medical prescription exemption and housebound status) have been a huge battle to achieve with countless emails and stress and constantly being told I'm not eligible, even though I am. Repeatedly getting told to fill in a form by multiple staff that I'd already filled in and hand in weeks ago. Refusal to code my Long Covid diagnosis onto my record despite having been diagnosed by multiple Drs within the NHS. Missed emails, multiple people independently working on the same request. If they'd simply review patient records when fulfilling requests then they wouldn't waste so much time and likely not become frustrated with patients. If you need anything other than making an appointment, you're better off finding one of the good GPs who work there and doing things through them who will usually do things without any hassle.

Emergency appointment today and recievee a super service, I do feel for the poor girls behind the counter some of the unfair reviews on here, it is ridiculous what are the staff here supposed to do when people wanting appointments outnumbers the drs and nurses by the 1000s. Yes you have to wait along time on the phone to get an appointment in say 6-8 weeks but as said there is like 70,000 people within this area.If you want to moan have a go at the Government and the lack of funding for student Drs and surgeries like Western elms...

I came over unwell after work and called at 5:30. A GP called me back within an hour and sent my prescription to the pharmacy for me to pick up that evening! I was so pleased.