Westcall & 111 Service
Unit 130, Wharfedale Road, Winnersh, Wokingham, Berkshire, RG41 5RBContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Unable to speak to someone
Rated 2 stars out of 5
by Anonymous - Posted on 10 July 2024
I used the 111 online service to request an appointment with a doctor. I was called 4 times and the doctor who called could not hear me, I called a family member who confirmed my phone was working. I then called 111 who also confirmed they could hear me and while on that call I received a call from the original doctor who again could not hear me. The 111 operator raised an other request for a different doctor to contact me and after 3 hour wait I received another call from the original doctor who again could not hear me. There is no direct number for me to contact and received a text message telling me to call 111 again. It is currently 1.30 am so I will wait for my local doctors surgery to open on the morning.
Visited July 2024
Review titled Westcall & 111 Service
Replied on 09 August 2024
Dear Patient, Thank you for your posting and please accept my apologies for the delay in responding. We are sorry that you experienced problems when communicating with our Westcall service. There were no reported faults with Webex on 9th / 10th July and no other clinicians working at that time reported any issues. We can confirm that we attempted to call you on several occasions and each time the clinician was unable to hear you. There were 2 chasing call back requests sent from 111 and both requests had the same mobile number as the original case. We also checked previous cases on our records and there was only the one mobile listed as a contact number We note that you successfully made outgoing calls to 111 and a relative but we wonder whether you have asked anyone to try to call you back to test the line for incoming calls ? I hope that this helps to clarify the situation. Please contact me if you would like to discuss your experience in greater detail. Alternatively, you could contact your local Heathwatch organisation for assistance. Healthwatch are the consumer champions for health and social care. https://www.healthwatch.co.uk/ Kind regards, Trevor Lyalle Patient Advice &Liaison Service Berkshire Healthcare NHS Foundation Trust Tel: 01189043467 E mail: pals@berkshire.nhs.uk
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Review titled Very professional.
Rated 5 stars out of 5
by Ian Young - Posted on 05 June 2024
I was experiencing a complex situation, which WestCall analysed and transferred me to A&E, but did a top class job.
Visited June 2024
Review titled Westcall & 111 Service
Replied on 07 June 2024
Dear Mr Young, Thank you for your posting and kind comments. We are pleased that you were happy with the response from our Westcall service. I will share your feedback with staff concerned. I am sure that they will appreciate this recognition for all of their hard work. Kind regards, Trevor Lyalle Patient Advice &Liaison Service Berkshire Healthcare NHS Foundation Trust Tel: 01189043467 E Mail: pals@berkshire.nhs.uk
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Review titled Very poor practice
Rated 1 star out of 5
by Ishrat - Posted on 01 June 2024
Very disappointed with the service contacted back and forth 5 times still haven’t received any response.
Visited May 2024
Review titled Westcall & 111 Service
Replied on 03 June 2024
Dear Ishrat, Thank you for your posting and I am sorry to learn that you are still waiting for a response. It must be very frustrating or you. Please contact me, in confidence, so that we can discuss your experience in greater detail and provide you with a full response. Alternatively, you could contact your local Healthwatch organisation for assistance. Healthwatch are the consumer champions for health and social care. https://www.healthwatch.co.uk/ Kind regards, Trevor Lyalle Patient Advice & Liaison Service Berkshire Healthcare NHS Foundation Trust. Tel: 01189043467 E Mail: pals@berkshire.nhs.uk
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Review titled Long wait
Rated 2 stars out of 5
by Anonymous - Posted on 31 July 2023
Waited 5hrs for Doctor call back. Re called 111 again went through all details again Doctor then called back so took six hours for them to eventually call back. Will not be using this service again will go straight to A and E.
Visited July 2023
Review titled Westcall & 111 Service
Replied on 07 August 2023
Dear patient, Thank you for your posting and I am sorry to learn that you had a long wait for a call from our service. I will share your feedback with staff concerned. Please contact me, in confidence, so that we can discuss your experience in more detail and provide you with a full response. Alternatively, you could contact your local Healthwatch organisation for assistance. Healthwatch are the consumer champions for Health and Social care. https://www.healthwatch.co.uk/ Kind regards, Trevor Lyalle Patient Advice& Liaison Service Berkshire Healthcare NHS Foundation Trust. Tel: 01189043467 e mail: pals@berkshire.nhs.uk
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Review titled Fantastic professionals
Rated 5 stars out of 5
by Deeya and Leena - Posted on 16 July 2023
Both 111 advisor and health professional and reception were Very professional knowledgeable compassionate and thorough despite a very hectic and relentless service we are very proud and extremely grateful
Visited July 2023
Review titled Westcall & 111 Service
Replied on 18 July 2023
Dear Deena and Leena, Thank you for your posting and kind comments. We are pleased that you were happy with the service provided by our Westcall team. I will share your feedback with staff concerned. I am sure that they will appreciate this recognition for all of their hard work. Kind regards, Trevor Lyalle Patient Advice & Liaison Service Berkshire Healthcare NHS Foundation Trust Tel: 0118 9043467 E mail: pals@berkshire.nhs.uk
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Review titled 24 hours to return a 111 call
Rated 1 star out of 5
by Anonymous - Posted on 02 October 2022
After being processed by 111 I was told my local provider would call me back within 2 hours. That was 1pm on Sunday afternoon. It's now gone midnight and despite ringing 111 again and them saying I was flagged on the system I have heard nothing from westcal save a text saying they will respond or refer me to gp in 24 hours! If I was capable of sitting on a hard chair in a and e I'd have gone there but I'm not. It's going to be quicker to wait for the gp phones to open at 8 am. Bloody rubbish since I first called 111 at 11.15 Sunday morning.
Visited October 2022
Review titled Westcall & 111 Service
Replied on 04 October 2022
Dear Sir or Madam, Thank you for your posting and I am sorry to learn that you were unhappy with the response from our Westcall service. I will share your feedback with staff, as it will raise awareness and provide us with an opportunity to improve our service. However, if you would like contact me directly, we can discuss your experience in greater detail and provide you with a full response. Alternatively, you could contact your local Healthwatch organisation for assistance. Healthwatch are the consumer champions for Health and Social Care. Details can be found on our website. www.berkshirehealthcare.nhs.uk Yours faithfully, Trevor Lyalle Patient Advice & Liaison Service Berkshire Healthcare NHS Foundation Trust EMail: Pals@berkshire.nhs.uk Tel:0118 9605027
Information supplied by Berkshire Healthcare NHS Foundation Trust