Weston House Practice

30 minutes on the phone to get answered, 30 days to get a telephone consult for a prescription. No way to book online or check for cancellations. Surgery does not do E-consults either. Is this normal? That said, a Dr Natasha from the Hatherley branch was extremely helpful when i saw her last year as a cancellation.

If you have mental health concerns register elsewhere. Called to make an appointment (no online or app booking) multiple times last week but gave up after 30 mins in the call queue each time. Called the crisis team over the weekend who suggested I send a message through the website asking for a call back and keep trying. Received a reply that basically said tough luck, no one is calling you back. Called Monday after work and reception would only offer an appointment over a month away and told me to ring 8am Tuesday, when i did that the receptionist told me to ring 11am Wednesday because that the only time they can look at same day emergency appointments. Wednesday I didn't have enough time free to sit on hold long enough. 11am call today and I'm told there are no same day appointments, it'll have to be in 2 weeks time even after I told her how serious the situation was. Called again in desperation at 3pm and in tears told the receptionist I was suicidal essentially begging for an appointment, her response was 'alright calm down shouting at me isn't going to get you anywhere' . Complete lack of any care or compassion.

Last month I tried to order my repeat prescription through the app but it was refused with no explanation. Called the surgery 3 times over 3 weeks and was told a different reason why every time. Was told i needed to book an appointment that I had already attended, told that a pharmacist would call me to review (never happened) in the end I had to go into the surgery and it was all magically fixed.

I understand the NHS is struggling, mostly through no fault of their own, and when you actually do get to speak to a doctor here they are kind, professional, and very knowledgeable. But Reception are truly awful, the wait time on the phone wouldn't be an issue at all if the answer you got at the other end was helpful, friendly, and could be trusted

I was 7 weeks pregnant, and over the weekend I had some bleeding. I am registered in Cheltenham, however I have been living in Bristol. I never got round to registering with a GP in Bristol, and when I found out I was pregnant I decided I would be moving back to Cheltenham. I contacted the Community Midwife service and made my first midwife appointment in Cheltenham as I knew I wanted all of my appointments there as I was going to start the process of moving back to Cheltenham as soon as possible.
When I had bleeding, I rang 111 and they got the Bristol Midwife service to call me back, however they said there was nothing they could do as I was registered in Cheltenham and advised me to contact my GP, which I totally understood and agreed with. I then rang my GP on Monday morning at bang on 8:30am, I was 8 in the queue. I got to 5 in the queue after 15/20 minutes and I was cut off, I rang back immediately and I was 28 in the queue. When the receptionist answered the phone, and I explained I’m pregnant and I’ve been bleeding however I’m in Bristol and was advised to ring my Cheltenham GP, the first thing she said to me was “Well why haven’t you registered with a GP in Bristol?” I was shocked this was her first question, no compassion for my situation at all. I said I just hadn’t yet but I’m moving back to Cheltenham soon because I’m pregnant so I don’t need too, her response was “Well don’t you think you should have registered in Bristol and then re-registered in Cheltenham?” She also said to me “Well are you moving back soon?” She asked me multiple, patronising questions in regards to why I hadn’t registered in Bristol, when I had rang in the hope of some help due to a potential miscarriage, but she didn’t care about that. She eventually asked me my date of birth and name and then said I am best off going to A&E. We ended the call and I was in shock at how little compassion she had, and I wished I had asked for her name. Fast forward a few hours, and I went to A&E where they confirmed I had miscarried.

Apart from the whole team being hopeless, they can't give out the correct information. They have Morrisons pharmacy address as Shurdington Road - it isn't it's Caernarvon Road - that's how much attention to detail they pay - why can't they just get things right. This has apparently been pointed out to them but they said it's off the Shurdington Road, it isn;t, it's off Up Hatherley Way, they don't know what they're talking about and they can't be bothered to change the information on their website to the correct address - they just assume everyone knows where they mean - well they don't - some people have to use carers or nurses who are not from the area. My Mother's medical records were wrong, twice, they muddled her test results with someone else's and put test results on her file that she hadn't had - they weren't the slightest bit bothered, the GP actually said "It's fine", no it's not, my Mum could have been told she was ill when she wasn't and someone else could have been told they were well when they weren't - he didn't seem to care about that. Really poorly run surgery - especially as they're not interested in putting their mistakes right! It makes you feel ill having to deal with them.

Person behind the front desk was extremely rude when I talked to her. Had the phone on speaker then said, “don’t put the phone speaker again” in a stern tone, while I had to find some details on my notes (speaking on behalf of my mother).

Another reason I decided to leave this practice for another a while back. I’m sure the other staff are nice in comparison…

I was in excruciating pain due to sciatica and couldn't make it into the building. An amazing woman from reception called Deborah came out and comforted me and helped me get in to my appointment. She was amazing and caring and redeemed my faith in humanity. Then when chasing up my meds, the other members of reception where really helpful and caring and did their best to get things sorted.

The whole team there are over worked and underpaid but they still took the time and effort to make sure i got the care I needed.

I cannot stress enough how amazing Deborah is. She was like an angel from heaven swooping down to save me. I owe her a box of chocolates!

Called the practice to book an appointment today and had a very pleasant call from Deborah, who was extremely polite and friendly. She gave me some excellent advice about arranging a blood test and really helpful information that was above and beyond what I expected to receive. I was also 15th in the queue when I rang and only queued on the phone for under 10 mins which is rather brilliant.

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