The Willows Medical Practice - Ratings and reviews
Reviews
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Review titled Out standing practice
Rated 5 stars out of 5
by Anonymous - Posted on 16 April 2024
I have nothing but praise for the Willows medical practice. I rang yesterday to enquire with reception about using patchs and the person was extremely helpful. This enabled me to access patchs yesterday evening. I got a call this morning the person too was polite , courteous and booked me a face to face appointment as it was thought it was required. I saw the gp who was thorough , professional and treated me with dignity and respect. I also spoke with receptionist before my appointment who explained process of medication reviews in a lovely polite manner. All my dealings with the Willows are always outstanding. Thank you, you provide an outstanding service in challenging times.
Visited April 2024
Review titled The Willows Medical Practice
Replied on 17 April 2024
Thank you for taking the time to submit such positive feedback, This will be shared with the teams and will be very much appreciated as you mentioned the challenging times we are working in this will really boost the teams morale.
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Review titled Exceptional Care Provided to my dad 15 April
Rated 5 stars out of 5
by Trevor Chippendale - Posted on 19 April 2024
I am writing to express thanks for the exceptional care provided to my father during our visit to your practice on Monday, 15 April. The Dr.'s professionalism and dedication to delivering first-class care were truly remarkable, and I cannot speak highly enough of her expertise and compassion. The level of attention and support that the Dr. extended to my father during his time at your surgery was exemplary. Their thorough assessment, clear communication, and genuine concern for his well-being were greatly appreciated by our family. It is evident that she goes above and beyond to ensure that her patients receive the best possible care. I want to extend my thanks to the Dr. and the entire team at your practice for their outstanding service and commitment to providing exceptional healthcare.
Visited April 2024
The Willows Medical Practice has not yet replied.
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Review titled Great Practice
Rated 5 stars out of 5
by Anonymous - Posted on 08 March 2024
I had an appointment on Wednesday 6 March 2024 10:00am Appointment type Clinician: bp/bt Location The Willows Medical Centre Scheduled: 6 Mar 2024 at 10:00 to 11:00, Whilst receiving bt/bp there was a junior assistant training under supervision. The young girl did an excellent job as part of her training. It was very positive experience to see first hand The Willows have a training program for junior assistants. I thanked the junior assistant for going through my treatment with no discomfort to myself. Caring, thoughtful and professionalism throughout the procedure. Keep up the great mentorship to the next generation of nurses. Yours sincerely Stewart Bowie
Visited March 2024
Review titled The Willows Medical Practice
Replied on 08 March 2024
Thank you for sharing your positive feedback, I will share this with the staff members involved and our training lead.
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Review titled Excellent Practice & Staff
Rated 5 stars out of 5
by Anonymous - Posted on 08 October 2023
Even with the change over taking place the practice was still running as it always did....good reception... admin....always there to help you and very friendly staff all round...Guess I cannot say no more.. Except you are doing a great job guys ....Well done keep it up.....
Visited September 2023
Review titled The Willows Medical Practice
Replied on 13 December 2023
Thank you for your lovely feedback regarding your experiences at the practice, we will share this with the whole team. Thank you once again.
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Review titled Impossible
Rated 2 stars out of 5
by Anonymous - Posted on 21 April 2023
Poor experience. An assessment has been made of my child and report sent to GP to make an onward referral to psychiatry. Called reception to ask for this referral to be made. Advised that I need to call back on a morning to arrange an appointment to discuss. I do not need an appointment and do not want to take up valuable appointments that may be needed by someone else. I just wish for the referral to be made as advised in the assessment report. Receptionist was quite rude and did not appear to understand this. This is a prime example of why GP appointments are so difficult to arrange and why more and more people are clogging up ED with illnesses that could have been dealt with by the GP!!! The system is broken!
Visited April 2023
Review titled The Willows Medical Practice
Replied on 24 April 2023
We are very sorry to hear that you were dissatisfied with your experience of our service. We aim to always provide high quality and patient focused care. We welcome feedback from patients when they feel we have not achieved this and will act on any learning because of our investigation into this matter. Due to your feedback signed off anonymous i am unable to check if the receptionist had spoken to one of the GPs to advise of this action needed on some occasions the GPs would ask to speak prior to sending the referral. If you would like me to look into this further please email a request to B83020.willowsmc@nhs.net Many Thanks Mary Sykes Patient Service Manager
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Review titled Professional experience
Rated 5 stars out of 5
by Anonymous - Posted on 28 April 2023
Willows practice were outstanding in the care I received today, from using the patchs online I received a text within 2 hours to say a gp would be contacting me. The gp booked me appointment within the hour having spoken to gp on the phone. The 2 people I was today were professional, courteous and caring. The receptionist was also extremely helpful as I am a new patient at the Willows. I can not praise everyone enough. Thank you
Visited April 2023
Review titled The Willows Medical Practice
Replied on 28 April 2023
Thank you for taking time to comment, we appreciate all feedback it is uplifting to receive positive feedback. Your comments will be shared with the team at the Willows. Many Thanks Mary Sykes Patient Service Manager
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Review titled Dreadful service
Rated 1 star out of 5
by Anonymous - Posted on 24 April 2023
Every time I ring this GP I am constantly told that there are no appointments available regardless of the issue I ring up with. Currently suffering with extreme stomach pain and been told by my pharmacy to contact my practice as it could be internal bleeding. Rang up today to be told there are no appointments and that I will need to ring tomorrow. Unable to get patches to work at all as it constantly saying I have an incorrect details even though I have reset the password several times. It is impossible to get through on a morning without been on the phone for 45 minutes. I work as a carer with an awkward schedule and struggle to be on the phone for that long without it impacting my work. This practice has severely gone downhill.
Visited April 2023
Review titled The Willows Medical Practice
Replied on 24 April 2023
We are very sorry to hear that you were dissatisfied with your experience of our service. We aim to always provide high quality and patient focused care. We welcome feedback from patients when they feel we have not achieved this. We understand your frustrations around the system we are seeing a huge demand on the services we provide, when you contact the surgery if all routine appointments have gone for the day the recorded message will inform you that all routine appointments have gone however if you feel you have a medical emergency please hold the line, and if a pharmacist have advised possible internal bleeding you should be attending your nearest A&E. Alternatively please ask the surgery for an Emergency appointment. Many Thanks Mary Sykes Patient Service Manager
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Review titled So let down.
Rated 1 star out of 5
by Samantha J Burrow - Posted on 04 April 2023
I feel like I don't have access to a GP. I've spent a week trying to get in contact about an infection. The NHS app no longer has the option for an online consultation, a service I used to find really useful. No matter what time of day I log into patches it says to try the next day at 6am, even at 6am. And when I call, the automated service says lines are busy and hangs up with no option to just wait on the line. A few days ago the 111 service prescribed me with antibiotics and said I needed to speak to my doctor so they can resolve my issue long term (the cause of the infection) I've not been able to do this. The antibiotics have now run out and the infection is still present. What am I supposed to do? I feel like I just have to wait and hope it goes away on its own.
Visited April 2023
Review titled The Willows Medical Practice
Replied on 12 April 2023
Firstly we would like to apologise for any upset caused, Note my colleague called you yesterday and you had already seen the GP and the issue has been resolved. We are constantly looking at ways of improving access the demand on the system is difficult and we understand the frustrations patients have when trying to make contact. If you would like to discuss the matter any further please email the practice on b83020.willowsmc@nhs.net. Many Thanks Mary Sykes Patient Service Manager
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Review titled Affinity Care need shutting down
Rated 1 star out of 5
by Anton - Posted on 01 March 2024
This used to be the best surgery in Queensbury, since Affinity took over and particularly since COVID I wouldn't recommend then to my worst enemy. Absolute shambles that have had multiple online systems and now have the garbage that is Patches and is never online. Ring up to be told at 8am all lines are busy and call back later, ring back later and never get an appointment. Worst example of primary care ever and undoubtedly the reason more people go direct to A&E for minor ailments. Complaint made to CQC, how they've rated this place Good I will never know.
Visited March 2023
Review titled The Willows Medical Practice
Replied on 04 March 2024
Thank you for your comment. We're sorry that you feel you have not received a good service from us and appreciate your frustration at being asked to use multiple online systems to access care in the past year. We made the choice to use PATCHs last year as the NHS in England directed that it would be the only online system for patients to contact GP practices which is funded by the NHS and we opted to use the financial resources that continuing to use our then current system would have taken up on providing as many appointments with a GP or care professional as possible. We're sorry that this hasn't resulted in a service that you have found to be satisfactory. We are also sorry that you have not found our services to be responsive to your needs on the days you have contacted us. Each day the practice has 2 on call clinicians who assess each patient enquiry and ensure we respond to all urgent medical needs that arise that day; our team of care navigators are trained to ensure that anybody who requires an urgent response is put on the on-call clinicians' list on the day they call. If this has not been your experience then we would ask that you contact our patient services manager Mary Sykes at the practice so they can investigate why and ensure that we learn from anything that has gone wrong.
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Review titled Disgusting
Rated 1 star out of 5
by Anonymous - Posted on 28 March 2023
I ordered a prescription on Friday am it is now Tuesday, still waiting for medication (which I have now run out of) Rand the surgery at 11.50am it is now 12.41 pm am still waiting to speak to someone. All I want is to know if the prescription has gone to Tesco. What an an absolute joke this practice is, God help who is desperate need of a doctor
Visited March 2023
Review titled The Willows Medical Practice
Replied on 29 March 2023
Firstly, may we offer our sincere apologies for any anxiety or stress this has caused you, as this is not our intention. We always aim to provide high quality and patient focused care and we welcome feedback from patients when they think we have not done this. Unfortunately you have not left any details for me to look in to this further for you if you would like to contact the practice and give your information we can look into this for you. I am not sure if you have online access to your records if not I would suggest setting this up if you are able to as you can check progress of prescriptions, test results. Many Thanks Mary Sykes Patient Service Manager