Westgate Surgery - Otley

Megan H.

Quick shout out to all of the staff at Westgate Surgery for being truly amazing! Myself and my family use the surgery at least once every month/couple of months from repeat prescriptions, appointments to just general advice and have always had a brilliant service. Thank you all!

Keith M.

As a former NHS employee, who was involved in one to one care with patients throughout their career, I feel that I am in a reasonably good position to pass comment, on the service and care which I have received from Westgate Surgery.

I was paralysed* and became wheelchair dependent, following a heart attack which caused me to have a road traffic accident 6 years ago.
(* Spinal cord injury).

I spent 7 months in hospital, following the initial trauma.
After my discharge from the Spinal Injuries Unit, virtually all of my (now lifelong) medical care issues, have been under the umbrella of Westgate Surgery.
With that in mind, I would make the following observations, viz:

(1). The medical support, both in terms of the straightforward "see and treat" scenario, as well as the more intimate discussion of psycho-social issues, has been first class and I have zero cause for any complaint.
Over these past few years, I have had interactions with several GP's. However, I do feel that it is very important to highlight the fact that two of Westgates' practitioners have been truly outstanding in every aspect of their support and care. This has included everything from in-depth telephone assessment, through to short notice home visits.
The two practitioners I am referring to are:-
Doctor John Emms and Doctor Mark Robinson.
These two practitioners have been absolutely outstanding and I cannot thank them enough for their genuine support and help.
Given my predicament (i.e. housebound and often bedbound)**, I find it to be of tremendous value knowing that these 2 GP's are both fully aware of my situation and willing to discuss any issues and complications as and when they occur.
** Neither of these factors bode particularly well for my mental health either and Dr Emms, in particular, has been truly outstanding in helping me with such issues.

(2). I have also received excellent service from the nurses based at the surgery as well as the "Advanced Practice" paramedic, who, like the GP's, have offered both telephone advice as well as much greater and extensive, in- depth physical examination at the bedside, when required.

(3). I also note that a common theme for complaint, is the stressful situation which can arise at the point of initial telephone contact with the surgery.
I would be telling a lie if I said that I had never experienced such feelings. However such issues should not necessarily be a criticism of individual staff. In reality they are often more of a reflection of some of the issues which arise from the modern attempts to maximise efficiency within the NHS! These efficiency drives, can sometimes put frontline staff in situations which even the most laid back of employees may find difficulty in contending with!

NB: As a former NHS employee, I am not attempting to defend rude or abrupt behaviour by reception staff.
I think that these issues should be highlighted, where relevant, as this brings many of the underlying problems to light and thus increases the possibility of solutions to such issues being found!

In final summary, I will say that I have found my interactions with Westgate Surgery to have been fully satisfactory over these last few years, with no cause for complaint.
This factor, combined with the outstanding performance and service that I have received from the two GP's whom I have already mentioned, is my reasoning for awarding the 5 star rating.

That being said, I would also note that all these reviews are purely subjective and thus the "true picture" for any third party observer would require a larger scale, planned, structured and objective assessment, allied to a thourough review of the subjective comments found here!

Richard M.

You can never ever get an appointment with this doctors surgery. Every time you ring they tell you to call back at 8am but you just cannot get through to them at this time. When my kids or girlfriend on the other side of Leeds ring their surgery they get seen quickly. It’s bad enough being ill but then to have a condescending receptionist saying ‘with all due respect you’ve had this chest infection for two weeks and not rang’ just makes me livid. I will be making a complaint to whatever authority is in charge of this shambles!

Kirsty H.

Possibly the rudest receptionist I’ve ever spoken to in regards to a highly vulnerable family member. To the point where she was pretty much shouting down the phone to me and interrupting me. I never go to the trouble of writing a review, but I actually became upset after the phone call. The receptionist was so aggressive on the phone about a matter that took a lot of confidence to ring about. There was a huge lack of sympathy, and just down right bullying. Do yourself a favour and try book an online appointment rather than getting abuse down the phone from a keyboard warrior - HIGHLY unprofessional.

John F.

Been with this surgery my whole life and it's gone from an accessible service to an interminable one. Weeks and weeks just to get a phone consultation that isn't even with a GP......... just another pointless chat with a receptionist. Can't arrange for even a blood test at my convenience. Garbage.

Just been sat by my phone on a Sunday (!) for three hours, as no face to face appointments available....ever!?
Calls went straight to voicemail. A total waste of my Sunday. And my hugely annoying ear infection carries on unabated.
Please take me off your books, I'm going elsewhere. You should be ashamed at how you've ruined this once fantastic practice.

You made me sit by the phone for 4hours last week to to told by an out of hours doctor from Scott Hall surgery that I needed a face to face appointments but you won't let me have one. It's a disgrace. I have emailed One Medical Group, and after 49 years, I won't be coming back.

Mandy S.

All the staff deliver a first class service, always friendly and helpful.

neil P.

Westgate surgery has responded with immediate despatch to me in my current distress with:
A telephone conversation with a doctor...
a face to face meeting the following day with a doctor who agreed to write to a referral to a specialist...
Advice and detailed reference to
outside agencies that can offer help led directly to the referral.

A week later as my personal distress became overwheling I was offered another face to face meeting with a doctor in which I was closely listened to and reassured, my symptoms were comprehesively explained and I left feeling much better, knowing what to expect and to do.

I found the receptionists at all times helpful, polite and efficient on the four occasions of contact (at 8am in view of the urgency).

Megan P.

Absolutely shocking service. Rude receptionist who literally sighed so loudly on the phone to me when requesting an appt. Not to mention her saying “I don’t think there’s a lot a doctor can do”. Requested a phone call from the manager regarding another issue I had about my son’s ongoing care and radio silence.
Not the first problems I’ve had with this surgery and highly doubt it will be the last! Awful surgery and rude staff.

Only good thing about the surgery is Dr. Robinson who apparently seems to run the place single handedly and is always courteous and thorough.