The Willows Medical Centre

Online booking system made appointments nearly impossible

I have found the practice to be disappointing overall. The new online appointment booking system has created significant difficulties in securing appointments. On one occasion, I spent considerable time completing an online questionnaire only to discover that my reason for seeking care was not listed as an option, forcing me to make a phone call regardless. Another time, I was provided with a link to view available daily slots at 8am, but the link had limited validity and despite checking regularly throughout the week, I was unable to secure a booking. On a separate occasion, when I requested a same-day appointment for a health concern, I was initially refused. Despite explaining my situation clearly, there appeared to be a miscommunication about the nature of my issue when the receptionist spoke with the on-call clinician. I was advised to wait over the weekend with a possible appointment at an alternative location the following week. When I explained that I was unfamiliar with the area, did not have access to a car, and that attending the suggested location would require either an expensive taxi fare or a lengthy public transport journey, my concerns were not adequately addressed. Upon raising a formal complaint with the practice management, I received a response indicating that they had investigated the matter and found no issues. The one positive aspect of my experience was the care provided by the clinical support staff, who were genuinely helpful and professional during my visits.

Quick and efficient blood test appointment

Excellent phlebotomy experience - the appointment was swift, well-organised and conducted with professionalism throughout.

Phone queue delays made repeat prescriptions difficult

The clinical staff members provide excellent care. However, the inquiry and appointment scheduling system requires significant improvement. I spent considerable time on the phone attempting to arrange repeat medication, but was required to attend an in-person appointment because one item had not been requested within a particular timeframe.

Booking system makes appointments unnecessarily difficult

It has been challenging to secure an appointment. There is no guarantee that treatment or appointments will be provided at the preferred location. After attending for a scan, feedback was received via text message without any direct human contact or discussion regarding subsequent care arrangements. Overall, communication and follow-up processes appear to be significantly lacking. The appointment booking system seems to create barriers that may discourage patients from attempting to arrange consultations.

Reception refused to help with emergency home visit booking

After contacting the practice to report that an elderly family member had previously been found unconscious and subsequently admitted to hospital with a serious infection, I called today requesting an emergency home visit appointment as similar symptoms were beginning to reoccur. We had been advised by the hospital consultant that immediate medical attention should be sought if this situation arose again. The practice appeared focused solely on directing us to complete an online booking system for a home visit, despite my explaining that the patient is elderly, has mobility difficulties, and struggles with using technology. The receptionist was unwilling to explore alternative arrangements or provide assistance with the booking process. I felt the situation was not handled with appropriate urgency given the serious nature of the presenting symptoms and the previous medical history. The patient required prompt medical assessment and treatment, yet the emphasis on completing an online procedure rather than facilitating rapid access to care was deeply concerning.

Helpful receptionist made booking straightforward

After spending two days trying to secure an appointment through phone calls to one practice and encountering unhelpful staff, I contacted another practice and spoke with a receptionist who was exceptionally helpful and accommodating. The difference in service was remarkable, and I was able to arrange an appointment without any complications.

Broken appointment booking system wastes everyone's time

I wish I could give a lower rating. The appointment booking process felt frustrating and circular. After completing an extensive form to request an appointment on behalf of a family member, I received an automated email with a booking link. However, when I clicked the link, it indicated no appointments were available. This left me back at the beginning with no way forward. Since the email came from a no-reply address, there was no opportunity to communicate that the suggested slots were unavailable or to explain my situation. I had to restart the entire form submission process, and there was no field to note that I was resubmitting due to the previous unsuccessful attempt.

Unable to book blood tests more than one day ahead

Contacted the practice to arrange a blood test in advance, only to discover that advance bookings are no longer available and appointments must instead be secured through the same-day morning telephone queue. This approach is problematic for my circumstances, as my work commitments begin early and I am unable to call at the designated time. Additionally, I had hoped to schedule the appointment for a future day off rather than the same day, but based on my previous experience with this system, obtaining an appointment through this method required multiple attempts over several days. I would prefer a return to earlier appointment scheduling practices that allowed for advance booking further in the future. In my view, the practice would benefit from extending operating hours to include early morning and evening slots, which could help accommodate a wider range of patient schedules and reduce the pressure of same-day appointment competition.

Impossible to book appointments through phone queue

This healthcare provider appears indifferent to patient needs. I spent three weeks attempting to secure an appointment for mobility concerns without success. The telephone booking system is inaccessible, with all available slots filled within minutes of the morning opening time. Attempted contact methods have been ineffective, and no return calls have been received. With the facility now closed for the bank holiday period, there is no opportunity to try again for several days. It is understandable why emergency departments are overwhelmed with patients. The overall service experience has been deeply disappointing.

Reception staff refused emergency appointment request

I had a difficult experience when I contacted the practice during what I felt was an urgent situation. I was unable to secure a timely appointment and subsequently required emergency hospital care following a medical incident. The reception staff interaction left me feeling dismissed and frustrated. I found it challenging to access appointments at this practice, and the overall experience with staff interactions was negative. I would caution others that if you require prompt medical attention, you may find it difficult to obtain appointments here.

Impossible to book appointments by phone

Disappointing experience with appointment availability. I attempted to contact the practice on multiple consecutive mornings without success, and when I finally managed to get through later in the day, I was directed to seek care elsewhere rather than being offered an appointment at the surgery. I found this frustrating and felt the service fell short of expectations.

Struggling to book an appointment here

It is extremely challenging to secure an appointment at this practice. The telephone system no longer places patients on a waiting list. There appears to be a lack of consideration for patient needs.

Getting a doctor appointment proved nearly impossible here

I have experienced significant difficulties accessing appointments with medical professionals at this practice over the past several years without success. Recently, my elderly mother was able to obtain an appointment following the onset of concerning symptoms. Rather than conducting diagnostic tests, the clinician made an assumption about the cause and prescribed medication accordingly. When I followed up regarding test results that had been mentioned, I was informed at reception that the initial test had returned negative. I raised concerns that alternative investigations might be warranted given the negative result and the persistence of symptoms, but was advised this would not be pursued. Subsequently, we attended the emergency department approximately a week and a half later, where a different diagnosis was confirmed. I have serious concerns about the standard of care provided at this practice and question how it continues to operate.

Practice takes you seriously and follows up

This practice is really good. It can be a bit challenging to get onto the callback list, but I've attended other surgeries previously that seemed unwilling to engage properly. At this practice, you feel genuinely heard and valued. I've experienced a couple of health concerns here, and I was pleasantly surprised by how thorough the approach is—they genuinely follow up and keep track of your ongoing needs. Some practices seem to lose interest after that initial appointment, but that hasn't been my experience here.

Couldn't get through on the phone this morning

I made numerous attempts to contact the practice during the early morning hours without success. I found this experience to be extremely frustrating and was disappointed by the difficulty in securing an appointment.

Long wait to reach reception, unhelpful response

After a lengthy wait to reach someone, I found the receptionist to be unhelpful and dismissive of my inquiry, simply directing me back to another service rather than providing meaningful assistance.

Online booking system repeatedly unavailable when needed

I really wish I could give zero stars. It is absolutely appalling how seemingly impossible it is to get an appointment at this practice. I was waiting for a specific time slot and was prepared to book. I completed the online booking form and immediately it indicated the system was offline until later that evening. I logged in again later and tried once more. The system was offline again until the following afternoon. Beyond appalling. It seems to me the only viable option is to consider leaving this country. The situation has deteriorated significantly.

Struggling to get through on the phone

Unresponsive. I have attempted to make contact on multiple occasions without receiving a reply.

Woken early with disappointing relocation news

I was disappointed to receive an early morning call from the reception team informing me that I would no longer be able to attend this practice due to my change of address.

Quick appointment with minimal wait time

Excellent experience with minimal delays