Willowbrook Medical Practice - Ratings and reviews
Reviews
-
Review titled Awful
Rated 1 star out of 5
by Anonymous - Posted on 27 February 2023
Been trying for a week to get my anti depressants,continually told the line is busy .....call back,don't even get in a que anymore...thanks for making me unwell!!!!
Visited February 2023
Review titled Willowbrook Medical Practice
Replied on 26 June 2023
Dear patient, thank you for your comments, I am sorry you were dissatisfied with the service you received. I am working with our telephone provider to address the issue raised about the queueing system on our telephone service. We are seeking to introduce a call back feature which should ease this situation in the future. Should you wish to discuss this further please contact Stephanie Chapman at our practice to discuss the issues you have raised. We are always grateful for patient feedback and appreciate the time you have taken to provide this. Jonathan Cummins - Practice Manager
-
Review titled Rude receptionist!
Rated 1 star out of 5
by Mrs C - Posted on 27 April 2023
I would not recommended this surgery. The reception staff are very snappy and rude, you are treated like an inconvenience. I called for my repeat prescription over the phone, the receptionist was extremely rude and snapped that I had rung the wrong line (my mistake). She very quickly changed her tone and offered to sort it for me to which I thanked her and agreed. I then popped into the Pharmacy 2 days later and it hadn’t even been requested! I would say this was done deliberately. Doctors are great here (if and when you can get an appointment) however reception staff are awful. They claim it’s the patients that are the issue but I have been on the receiving end of their bad attitude and seen them do it to many others too in the waiting room and it’s completely uncalled for. I would recommend people choose a better practice with kinder staff.
Visited February 2023
Review titled Willowbrook Medical Practice
Replied on 26 June 2023
Dear Mrs C, thank you for your feedback. I am sorry to hear of the manner your contact with the practice was handled by a member of our reception team. I also apologise that your prescription was not at the pharmacy as you had requested. Thank you for your positive comments regarding the doctors. It is reassuring to read that feedback. I will use your feedback in future training sessions with our reception team. Should you wish to discuss your concerns further please do not hesitate to contact Stephanie Chapman at our practice. Jonathan Cummins - Practice Manager
-
Review titled Lack of care
Rated 3 stars out of 5
by Anonymous - Posted on 22 February 2023
Prescriptions sent to Skelmersdale not Sutton-in-Ashfield where I live. Repeatedly asked for this Skelmersdale pharmacy to be taken off of my records. Today's Prescription sent to Skelmersdale again. Why !
Visited February 2023
Review titled Willowbrook Medical Practice
Replied on 26 June 2023
Dear patient, I am sorry to hear of this error and that we have not dealt with your previous requests to have the incorrect pharmacy details removed from your records. To resolve this please contact Stephanie Chapman at our practice. Thank you for taking the time to provide this feedback. Jonathan Cummins - Practice Manager
-
Review titled Unorganised
Rated 1 star out of 5
by Mark Guest - Posted on 11 January 2023
Had to go to AE as my heart beat went to 146 a minute, had a 10 hour wait and was given treatment to sort it out , got to say kingsmill was under a lot of pressure and was outstanding, they told me willowbrook would contact me due to it being a heart issue. Rang for a note for work and explained the situation the Dr rand the next day and again explained the situation and issued a electronic note. 10 minutes later I got a call saying I need to see a Dr face to face but couldn't do it then , I had to ring the receptionist, I did and was told the next appointment available was in two weeks, or ring in the morning to get a telephone appointment ( what chance have I got to get that) I had just talked to a Dr on the phone twice so why couldn't it be sorted then , so I'm waiting two weeks for a possible heart issue to reappear and go to Kingsmill again. This is no good for my mental health and causing me more stress and anxiety.
Visited January 2023
Review titled Willowbrook Medical Practice
Replied on 26 June 2023
Dear Mark, thank you for your comments, I am sorry to hear of the difficulties you experienced when accessing our service at Willowbrook. I am sorry to hear that this created more stress and anxiety for you. To enable me to look into this further would you please contact Stephanie Chapman at our practice to discuss the issues you have raised. Thank you for taking the time to provide this feedback, we value all feedback and use it to work to improve our service to patients. Jonathan Cummins - Practice Manager
-
Review titled Pre appointment
Rated 1 star out of 5
by Tina dickinson - Posted on 13 January 2023
9days ago I asked to see a gp, was told by receptionist I couldn’t but she could book me a pre appointment which was by phone call . Today (Friday 13th January ) I’ve waited in all day for the call, which has not happened . I have arthritis and wanted to see someone about it as I’m struggling . I’m also a carer for my husband . If I can’t do things for myself how am I to help my husband ?
Visited January 2023
Review titled Willowbrook Medical Practice
Replied on 26 June 2023
Dear Tina, thank you for your comments, I am sorry you were dissatisfied with the service you received. To enable me to look into this further would you please contact Stephanie Chapman at our practice to discuss the issues you have raised. We are always grateful for patient feedback and appreciate the time you have taken to provide this. Jonathan Cummins - Practice Manager
-
Review titled Shocking rude telephone staff
Rated 1 star out of 5
by Anonymous - Posted on 08 December 2022
This practice goes from bad to worse. The telephone staff are rude and inconsiderate. The waiting times are ridiculous. 40 minute wait with 2 in a queue. This is the worst GP surgery in Nottinghamshire.
Visited December 2022
Review titled Willowbrook Medical Practice
Replied on 20 December 2022
Thank you for taking the time to review our practice. We value all patient feedback and we are sorry to hear that your experience with us did not meet your expectations. If you would like to discuss this further, please contact our Assistant Practice Manager on 01623 440018, after 10am when our lines are less busy. ^Team Willowbrook
-
Review titled Unsupportive and Unhelpful
Rated 2 stars out of 5
by Ian John Bunting - Posted on 12 September 2022
I called the appointments line to make an appointment to discuss my Dupuytren Contracture which had escalated recently. I was told that I could not see a Doctor but the next available telephone appointment was in two weeks' time on the 12th September.......as this was all that was available I took the telephone appointment. I asked what time to expect the call and was told that it could be anytime between 08.30 in the morning and 5.00 pm in the late afternoon.......I was far from pleased. On the morning of the 12th September at 0.900 am approx. I received a call which at that time I was unable to get to the phone, which turned out to be a doctor from the surgery. I called the surgery to explain that I had missed the call and why I had missed the call and for that to be relayed to the Doctor and to say that I was at home waiting for a return call. The receptionist told me that I had missed my slot and that I would not be receiving a second call.........I couldn`t believe what I was being told after waiting for two weeks!!!! The receptionist then told me that I needed to make another telephone appointment and the earliest day was the 22nd September, another 11 days. Still no time for the call was given to me other than to tell me once again to expect the call at some time between 08.30am and 5.00pm during the day.......patients are also busy people!!! I will now wait until the 22nd and see what happens. I am not at all pleased, in fact I am totally disgusted at the way I have been treated. I can attend the Dentists and I can attend the Opticians both of whom get extremely close to their customers as part of their job........why am I unable to see a Doctor!! Ian Bunting
Visited September 2022
Review titled Willowbrook Medical Practice
Replied on 20 December 2022
Thank you for taking the time to review our practice. We value all patient feedback and we are sorry to hear that your experience with us did not appear to meet your expectations. We cannot comment on your complaint in a public space but if you would like to discuss this further, please contact our Assistant Practice Manager on 01623 440018, after 10.00am when our lines are less busy. You may also download a printable complaints form from our website: https://willowbrookmp.co.uk/contact-us/patient-complaints/ ^Team Willowbrook
-
Review titled Excellent sympathetic service from reception staff
Rated 4 stars out of 5
by John Johnson - Posted on 16 August 2022
On Friday 22 l had a phone DR consultation and asked for a repeat prescription. On Tuesday 15 August l realised l had only ordered one of 2 prescription items. I phoned the general number and explained my problem and without hesitation a prescription was organised that was ready for collection by 11am the following day. I dont know the lady's name but she was excellent despite being out of the recognised prescription order time which will now allow me to travel on holiday later today (16th) well done and thank you
Visited August 2022
Review titled Willowbrook Medical Practice
Replied on 25 August 2022
Thank you for your kind and appreciative words, which are valued by everyone at Willowbrook. It is great to hear about your positive experiences with us. ^Team Willowbrook
-
Review titled Shocking
Rated 1 star out of 5
by Not fit for purpose. - Posted on 25 August 2022
Visited surgery regarding limb pain, was told a scan would be arranged. After waiting 8 weeks the local hospital told me the GP has not requested the scan ! Terrible service. Trying to get an appointment at this practice is like trying to get a personal appointment with the pope. They expect working people to call up at 8:00am and wait over fourty minutes only to be told all appointments have gone ! This place is not for for purpose.
Visited July 2022
Review titled Willowbrook Medical Practice
Replied on 31 August 2022
Thank you for taking the time to review our practice. We value all patient feedback and we are sorry to hear that your experience with us did not appear to meet your expectations. We cannot comment on your complaint in a public space but would ask you to contact our secretarial team on 01623 440018, so they can identify what action we need to take to resolve this. Our phone lines are less busy after 10am. ^Team Willowbrook
-
Review titled Excellent
Rated 4 stars out of 5
by Ruthie F - Posted on 29 June 2022
Swift reaction to an urgent concern. I had a telephone consultation with a face-to-face follow-up. Both GPs were very competent and really helpful. Considering how busy everyone must be at the moment, the experience was excellent. Thank you to the whole team!
Visited June 2022
Review titled Willowbrook Medical Practice
Replied on 02 August 2022
Thank you for your kind and appreciative words, which are valued by everyone at Willowbrook. It is great to hear about your positive experiences with us. ^Team Willowbrook