Westbury Medical Centre - GP in Wood Green

I attended Westbury Medical Centre as one of the medical students and in all honesty this was the most satisfying placement I have experienced thus far during my time in medical school. The practice staff were so welcoming and friendly towards me, as well as having a wealth of kindness for their patients. Thank you all so much for having me, and for taking the time out to teach me during your busy days.

The reception manager (Debbie) is rude, incompetent and does not take accountability for her own mistakes. Instead she enables her staff to behave however they please with patients and family members. There is a receptionist named Angela who is equally rude, completely uneducated and does not seem to know what she is doing. My dad felt mistreated and discriminated against when he showed up on time for his appointment, politely presented the appointment card issued by the Medical Centre itself which contains the appointments time and day, the Doctor's name and his personal information such as full name, DOB and NHS number but Angela refused to let him see the Dr. because he did not know english. My father has been a patient of Westbury Medical Centre for many years, he has diabetes, heart problems amongst other very serious medical conditions and he always attends his hospital appointments by himself and exams are preformed during the consultation such weighing him, checking his blood pressure and different physical exams such as diabetic neuropathy tests. Following the appointment my mother or myself would phone the Dr who examined him for a feedback on his health and it has always been like this. When I arrived at the GP to pick up my sick father who has first stages of dementia I found him very agitated, upset and nervous which is unusual. After being told by the receptionist Angela that he was refused entrance on the basis of him not knowing the language I decided to speak to the manager (Debbie) who ended up agreeing with the receptionist and was completely rude, insensitive and did not show any consideration for my fathers needs. Debbie was basically screaming at the reception in front of other patients and family members and sharing my fathers medical conditions out loud for everybody to hear when this should have been kept private and confidential. Debbie also added that she had more important things to do and that it was not her fault if my father didn't know inglesh. This incident made my father feel shameful, embarrassed and completely humiliated specially because his medical conditions were discussed by Debbie in front of everybody. She wanted to make other patients and family members believe that my father was crazy hence she purposely said out loud he had dementia. My father is a very independent and self-supporting man who lives by himself for more than 30 years and does not need anybody's help for anything. Following this incident my father refuses to go to the Medical Centre by himself or even when accompanied by a family member. We are currently in the process of moving him to a different GP so he can peacefully attend his medical appointments. I am aware that similar incidents have happened at this surgery with this particular two staff members where very sick and very vulnerable patients are not allowed medical appointments because english is not their mother tong. Westbury Medical Centre does not provide translation services because the appointments are very short (10 min) therefore it gives patients none speakers of english the option to have their routine consultations preformed while the Dr. is on the phone with a family member or friend who speaks inglish and is able to translate. This is also something my family and others have done previously in many occasions. The law which says you mustn’t be discriminated against is called the Equality Act 2010. Discrimination which is against the Equality Act is unlawful. My father was discriminated against because he did not know the language even though the surgery provided options for patients who don't speak inglish but his access to a medical consultation was still denied. He was also discriminated against for having dementia when Debbie used this medical condition as a weapon to prove her point and to further humiliate him in front of all the visitors. The NHS values equality and human rights therefore Westbury Medical Centre has the duty to promote equality. This is called the public sector equality duty.

Dear Mrs Kelly and Mrs Pope, I am writing to you to kindly inform you regarding one of the receptionist's performance at the practice. I was hoping to reach out to you through a different contact however on the website I was not able to find any email address. This morning 04/01/2021 precisely at 10:00 I have called the practice to book an appointment and unfortunately for me I am always getting in contact with this lady on the phone who treats me with unacceptable manners. She is abrupt and extremely rude with me every time I am talking to her and this starts exactly after I give my date of birth to her. To be more consistent, the lady doesn't want to book my appointments and she keeps assuming I am not calling for something that is worth the appointment. One week ago, she was refusing to book the Telephone consultation appointment for me and she felt entitled to tell me that If I had Covid, I just had to stay at home for 10 days. Not willing to take my Telephone consultation appointment, she also threaten me, stating, after, I kindly explained the reasons of my Telephone consultation appointment, " okay , I am going to write down that you want an appointment just for Covid and the rest you are saying to me" as I was asking for help and seeking medical advice as per NHS advice. After all these shenanigans and I had to be firm to make her book the appointment, she decided to book it and hung up on me even without greeting. I was in the bed with 38.6 temperature not only I was not feeling well, I also had to be treated this way for something that is my right. Today, same story, she was refusing to book an appointment for me finding tons of excuses and trying to make me change my mind and after she decided to finally to take the appointment, on my " have a lovely day" she again hung up without greeting. I don't know the lady's name however thank you very much in advance for reading my complaint, I will kindly leave this matter to you, I am sure you will be able to find out who the person is through my explanations and records. I hope this will come to an end as I really like this practice. I want to let her know that If I am calling the GP is because 1. it is my right 2.I am not feeling well 3.I need help I do not have to pass through all her shenanigans for an appointment, it is absolutely unacceptable. Everyone has the right to be treated equally. Many Thanks Looking forward to hearing from you Kind Regards

I am writing this review for Peter Dean, as he does not know what technology is. Peter speaking now- just like to thank you everyone in the surgery, for the care they have shown myself and family over the last 60 years. They have given support when my Mother and Father, including myself were ill. Standards have never wained and now over the pandemic I have visited the surgery with a complaint and with all the pressure they have been under I was given excellent swift service. Thank you all Stay safe x

I have been attending this surgery for many years. The service has always been held to a very high standard. Have received so much support form this surgery when my husband became unwell up until the time of his passing. I am happy to say my family and myself still receive support given from the staff at reception right through to the doctors. I would like to express my heart felt thank you for all who work at Westbuy Medical Centre.