The Willows Medical Practice
8 Osbourne Drive, Queensbury, Bradford, BD13 2GDContact details and opening times
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Reviews
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Review titled terrible contact services
Rated 1 star out of 5
by Anonymous - Posted on 28 February 2023
Friday signed up to the new Patches service -Anxiety/depression prescription requested, message received from a Dr to state as I am late requesting the prescription it can not be authorised until I have made an appointment for a review. Tried to make an appointment on-line but the Patches system is not available until 8am Monday morning. Tried to ring surgery, 45 minutes - no answer. Accessed Patches on return from work on Monday - Not available until Tuesday am. Tried Tuesday on return from work - Not available until Weds am. Rang surgery to explain and that I start work at 6.30am so cannot ring or access Patches whilst at work. Advised work should give me time for a phone call. I explained I cannot make a call if I am on hold for 25 minutes or more in a queue. Advised to ring on my lunch. I said I mistakenly thought that the appointments line closed at 10am. Receptionist stated it is open whilst there are appointments, when I asked if it would be available if I rang, she could not guarantee this as it depended if appointments were available!!!!! Sorry but I am now so stressed out that I have advised the receptionist to update my records that I will no longer request the medication and will do without. Atrocious service when all I need is a telephone call with a Dr to explain why the request is late and to review my medication. It certainly appears to me that it is being made as difficult as possible to contact a Dr especially if your working hours are anything but 9-5. Also before placing this review I have tried to find an email address to contact the surgery direct and cannot find one. Hence the review
Visited February 2023
Review titled The Willows Medical Practice
Replied on 06 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. As your feedback is anonymous i am unable to access your medical records to give a full response as to why it was so difficult for you to order, I am presuming that where it states you was late in ordering medication there was quite a long gap between issues therefore review request was needed. I am hoping that following your discussion with the receptionists this was highlighted to either of our pharmacy team or clinical and you have since been successful in ordering your medication. If this is not the case and you wish to discuss this further please contact the surgery and ask for Mary Sykes Patient Service Manager or a member of the leadership team alternatively please email b83020.willowsmc@nhs.net and this will be forwarded to us. Thank you Mary Sykes Patient Service Manager
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Review titled To big now
Rated 2 stars out of 5
by Anonymous - Posted on 01 March 2023
I have been a patient for many years and been Help with my medical problems I have suffered with now at 76 I cannot get any help from the surgery not due to the pandemic but more to the takeover with to many patients trying to use the service
Visited February 2023
Review titled The Willows Medical Practice
Replied on 06 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. Due to your feedback showing as anonymous i am unable to make contact with you to try and help with the issues you are raising. Unfortunately the housing that is been built in the area brings huge demand on our services but we are working our hardest at looking at ways to help with the demand and alternative ways for patient to make contact. I would like to have the opportunity to speak to you to help have a better understanding of your concerns. You can contact the surgery via telephone or email B83020.willowsmc@nhs.net and one of our managament team will make contact. Kind regards Mary Sykes Patient Service Manager
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Review titled dreadful phone system and no longer able to email or message
Rated 1 star out of 5
by K Wood - Posted on 07 June 2022
The phone system changed 3 months ago the receptionist informed me. As a standard phone number, all calls are charged at normal rate. When the surgery is too busy to take calls though, you no longer receive a busy tone; instead you have to pay for the call, to then get disconnected after the message " too busy to take your call, please try again later". This takes a minimum of 1minute and is charged accordingly. In addition, the webpage no longer allows an email contact, and the Willows seems to have opted out of the message services via patient online system. The Airmid app allowed the typing of the message but not enter button. The reception used to have a box on the counter and welcomed customer feedback, but with nothing available today, I asked reception for a form. Sadly, the recently appointed new receptionist couldn't find any forms, couldn't find a folder and had no one free to ask. I felt I was also discouraged from making a complaint. Finally, I wanted to book an e-consult appointment, or make an online appointment, but none were available and e-consult not available. When I visited the surgery, I was told that this becomes available at 2pm. So why isn't this transparent on the various web pages we keep being asked to use? I used to be really proud of our surgery, but since the change to affinity care, the village support now seems incredibly lacking. There are so many elderly and vulnerable people living in Queensbury. Not everyone has a smart phone, not everyone is comfortable using digital apps with their sensitive data, yet the ability to contact the surgery via phone comes at a repeated cost for each attempt, and the email option is no longer available. I am all for digital for myself, but the apps need to be user friendly, and all links to connect quickly. Some people need to pluck up courage to contact the doctor and obstacles such as these result in the client not bothering and the danger of a disease becoming critical. Please go back to allowing all forms of contact to suit the need of the client.
Visited June 2022
Review titled The Willows Medical Practice
Replied on 08 June 2022
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. We understand the frustrations of the phone system especially at the busiest periods thank you for highlighting the issues you are having, as you have mentioned this is a new phone system that has more functions to help with the demand and we do need to keep making changes to this system and we learn from patient experience and we will be discussing the fact you get through and are then cut off, we are trying to manage the flow of patients coming through to the practice so we can answer in a timely manner, we also have the option of you pressing for a call back once you are in the system which has been a positive move from patient feedback we have received. E-Consultation if you have bookmarked the search for this unfortunately we have no control on what is shown on the national website. However when visiting the e-consultation service through our website it states the open times to be able to send these. We do try to advise patients as much as possible when offering this service also. Airmid app is how you now contact the surgery for non-appointment related matters I am not sure why you did not have the enter button we receive multiple admin requests through this system daily if you would like us to look how this is set up on your phone and try resolve the issue. Regarding the matter of suggestion and complaints boxes I am sorry the new receptionists did not have the forms you asked for during Covid everything had to be removed from the practice we are just waiting for a stationery order and we will have boxes and forms available in the foyer at reception I will ensure all staff are made aware of where the forms can be found in the meantime. I hope this response has helped provide you with answers to your concerns if you have any questions. I will be happy to help please contact me Mary Sykes Patient Service Manager.