Willowbrook Medical Centre - Ratings and reviews
Reviews
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Review titled Willow brook Surgery no appointments available
Rated 1 star out of 5
by Anonymous - Posted on 13 February 2024
Trying to book appointment to see a doctor no appointments available online or over the phone last 7 days every time u call they say call tomorrow it’s pathetic can’t get appointments
Visited December 2023
Review titled Willowbrook Medical Centre
Replied on 20 February 2024
Dear Anonymous, Thank you for sharing your feedback regarding our service. We sincerely apologise for the inconvenience you faced while attempting to schedule an appointment with us. We understand your frustration with the lack of available appointments, both online and over the phone. There are instances where the demand for appointments surpasses our current capacity, resulting in difficulties in promptly accommodating all appointment requests. We are continuously striving to enhance our resources and scheduling systems to better cater to our patients' needs. Your feedback is highly valuable to us as we work towards addressing these challenges effectively with the resources at our disposal. We truly appreciate your patience and understanding as we endeavour to improve access to appointments for all our patients. Your feedback helps us in our commitment to enhancing our services. We hope that your next interaction with us will be more positive. If you would like to discuss your concerns further, please feel free to reach out to us directly. Warm regards, Sarah, Patient Engagement Officer - Willows Health
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Review titled Terrible phone lines since the merge
Rated 2 stars out of 5
by Anonymous - Posted on 06 October 2023
Eveytime you call always above 30 in the queue, when you get through you could be put throught to any one of the surgeries, there should be a option to select your surgery, this would improve wait times for patients. When we call we don't want to be sent for a appointment at another surgery we are registered here for a reason because it is more convenient to us. Today I've been on the phone since 12 noon and still not through 2 hours later, I need to book in for my flu jab and ask about my whooping cough as the hospital could not do it that day, the waiting times on the phones are terrible needs sorting!
Visited October 2023
Review titled Willowbrook Medical Centre
Replied on 09 October 2023
Dear Valued Patient, Thank you for taking the time to provide us with your feedback. We appreciate your concerns regarding the wait times and the lack of option to select your preferred surgery when calling. We understand how important it is for patients to have a seamless experience when contacting our medical centre. We apologise for any inconvenience caused by the long waiting times and the possibility of being connected to a different surgery. To address your concerns, we will take your suggestion into consideration and explore the possibility of implementing an option for patients to select their preferred surgery when making appointments or enquiries over the phone. We find that our telephone lines tend to be at its busiest between 8-10am. We can often receive up to 300 calls within the first hour of opening. Though the number of calls we receive are ultimately beyond our control, please be assured that we will continue to monitor the queue durations to improve this by reviewing staff rotas and revising break times to ensure we have enough members of staff operating the phone lines. We apologise for the inconvenience you experienced while trying to book your flu jab and enquire about your whooping cough. We understand the importance of timely access to healthcare services, and would be grateful if you could contact us on wh.feedback@nhs.net so that we may help you with your query. Thank you again for your feedback and for bringing this matter to our attention. Your feedback is valuable to us as we strive to enhance the quality of our services. We look forward to hearing from you soon. With best wishes, Sarah. Patient Engagement Team, Willows Health.
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Review titled Trapped ulnar nerve
Rated 3 stars out of 5
by Len Simpson - Posted on 19 September 2023
Luckily this appointment was not urgent. I had already been seen at "the hub" a kind of out of hours center for willows health. I had first made an appointment for a phone call. But when the call came through my hand spasmed, throwing the phone across the room and I missed the call. By the time I managed to get back through they had closed. When I finally got seen, the pain had greatly reduced and the doctor simply confirmed the diagnosis of the hub focter.her treatment was working and it was going to take several months to resolve itself fully.
Visited September 2023
Review titled Willowbrook Medical Centre
Replied on 09 October 2023
Dear Mr Simpson, Thank you for taking the time to share your experience with us. We're glad to hear that you were able to receive treatment at "the hub" and that the doctor confirmed the diagnosis and that the treatment was working. We understand that missing the phone call appointment was frustrating, but we're glad to see that you were still able to receive care. If you have any further questions or concerns, please do not hesitate to reach out to us. With best wishes, Sarah. Patient Engagement, Willows Health.
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Review titled Don't bother
Rated 1 star out of 5
by 62yr old - Posted on 19 September 2023
Waited 2hrs for a call back, only to be told, there are no appointments available this month, only ring at 8:00am, or book on-line, i thought, the new changes allowed booking througout the day, my online never accepts my user or password. Why are the same appointments not available by phone, this practice is a joke. Stop taking on new patients, if you can't look after your existing ones. Patients could die before getting an appointment. Get rid of air mid. Maybe putting a second GP in the practice, might help, no point having a large practice & no GPs. I see the merger has made no difference to a poor poor practice. I remember the tiny room in the thurnby lodge shops, that's when you could see a doctor. I'm hoping to find a better practice somewhere else, (shouldn't be difficult) what a joke.
Visited September 2023
Review titled Willowbrook Medical Centre
Replied on 09 October 2023
Dear valued patient, Thank you for taking the time to provide feedback on our service. I am really sorry to hear that you have had to wait for two hours for a call back, only to be told there were no appointments available. This is not the service standards that we strive to provide, but we, like many other practices across the UK are struggling to meet the current level of demand for our service. Appointments are released daily at 08:00am and patients are advised to call in at this time, if they require urgent medical attention. Please note that appointments are offered on a first come first serve basis. If we are booked to capacity and you require urgent medical attention, our call handling team are trained to direct you to an alternative service to ensure you still get the clinical care that you need. Routine or pre-bookable appointments are offered at practice, and we also have routine online appointments released weekly. I am sorry that you have been unable to access your online account. The surgery can reissue you with a new username and password to help you regain access. Please feel free to send me an email on wh.feedback@nhs.net where I would be happy to help you further. Please be assured that we regularly audit our access figures for Willowbrook / Springfield Road surgery and the number of appointments offered are in line with NHS guidelines. I am sorry that you feel that the merger has not made a difference. The merger has helped us to combine our back-office functions with our merging practices to help provide a better support network, and to make us more resilient as a team. As an NHS service, we support the right for patients to choose to register with our surgery if they are within our catchment area. We are therefore unable to close our books, unless informed otherwise by the commissioning groups, and are still accepting new patients. Please be assured that the surgery operates with a minimum of 7 GP’s and that we work hard to offer the best service we can with the resources that we have available. Again, thank you so much for your feedback. We will use your comments to help improve our service further. If you would like to discuss this response, or if you have any further queries, please do not hesitate to contact us on: wh.feedback@nhs.net Kindest regards, Sarah. Patient Engagement Team, Willows Health.