The Willows Medical Centre

Phone lines constantly full at opening time

Attempting to reach the practice just before opening time results in a closed message, while calling at the official opening hour indicates that all lines are currently occupied with no option to join a queue. This creates a frustrating experience when trying to make contact.

Quick appointment with minimal waiting time

I can only say that my visit was brief and straightforward.

Impossible to book appointments by phone

Extremely poor service experience. Getting through to arrange an appointment proves very difficult. I attempted an alternative approach and the staff member who responded was quite unpleasant and transferred me to the appointments queue. It appeared that the call was then disconnected. When I rang back and reached the same person, they were again dismissive and aggressive before the line went dead once more. I'm uncertain how anyone manages to secure an appointment through this system. I'll likely need to attend A&E as an alternative, which seems an inefficient use of their resources.

Staff were helpful and easy to talk to

Excellent team who consistently demonstrate helpfulness

Online booking made getting registered straightforward

ABSOLUTELY OUTSTANDING SERVICE!!! We only recently relocated to the area and when I searched online for the practice contact details, I was somewhat apprehensive about the unfavourable feedback I'd read, but I have to say I'm genuinely impressed with the service provided here! The clinician exceeded my expectations by arranging a comprehensive range of tests to assess my wellbeing and even included additional ones at my request to help reassure me (even though they weren't entirely certain they were necessary). The speed at which test results are returned is excellent and the team members are fantastic. I attended today for a follow-up blood test appointment and the healthcare professional I saw was absolutely brilliant too. I wanted to share this review so that others know they shouldn't be discouraged by the negative ones out there!!!

Impossible to reach anyone by phone for appointments

Extremely disappointing experience. The telephone lines are frequently engaged, making it very difficult to secure an appointment. When callbacks are offered, the calls tend to be very brief and disconnect before a proper conversation can take place. The online appointment system also presents issues, with scheduled calls not materialising as promised. The practice was notably better in the past. I have been experiencing significant discomfort for several days and require medical attention, yet I am unable to establish contact with a healthcare professional. The service deserves a very low rating, though I must acknowledge that the reception staff at one of the locations have been courteous and supportive during in-person visits.

Reception staff dismissed requests for second opinions

I felt that the clinical staff were operating beyond their competency level without seeking alternative perspectives, and I found the reception team to be unhelpful and dismissive. The receptionist declined to facilitate a second opinion, which I believe is a patient entitlement, and instead offered guidance on medical matters despite lacking appropriate qualifications. I believe this situation warrants formal review, as I have concerns about patient safety and the likelihood of meaningful improvements. I was particularly disappointed by the manner in which I was spoken to by a member of the reception staff when I was seeking assistance with my health concerns.

Couldn't get confidence from the surgery

I have lost all trust in this practice. The clinical staff have caused me considerable distress through my experiences there.

Cancelled calls and impossible appointment slots

The medical team at this practice is disappointing. Scheduling appointments is extremely difficult, and telephone consultations are frequently cancelled with explanations about line capacity rather than offering patients the option to wait. The overall service falls well short of expectations.

Getting through on the phone is nearly impossible

Getting in touch with the practice proves to be quite challenging. One would assume this indicates the facility operates at full capacity, yet upon visiting, the waiting room typically contains only a handful of patients. The clinical staff demonstrate competence and appear able to assess concerns through telephone consultations without requiring in-person or visual assessments. After several days, I eventually connected with a clinical professional who dispensed the medication I had initially requested from reception staff at the beginning of my lengthy healthcare experience. Leadership should give serious consideration to how the practice might better serve patients' needs in a more streamlined manner.

Telephone appointment was straightforward and informative

Had a telephone appointment which was extremely straightforward and uncomplicated. The consultation was very informative and all concerns and questions were addressed clearly with a high level of professionalism.

Quick response when I needed help

Outstanding care. I was very satisfied with the prompt and helpful assistance provided.

Efficient phone booking made it easy

Excellent and streamlined phone consultation experience.

Struggling to reach the practice by phone

It is consistently difficult to reach the practice for appointments with a doctor.

Frustrating phone queue finally got through

It took numerous attempts and persistent calls to the surgery from early morning to finally secure a callback appointment. The process was frustrating and I came close to abandoning the effort altogether.

Reception staff made me feel reassured

The receptionist at the front desk was incredibly helpful, friendly and reassuring.

Difficult to reach by telephone

The telephone service is difficult to access and I have been unable to reach the practice by phone.

Couldn't get through on the phone

I have attempted to contact the practice repeatedly during morning hours without success, and the service response has been extremely disappointing. It is clear why the establishment has developed such a poor reputation.

Easy to book appointments when needed

Excellent medical professionals who consistently provide convenient appointment availability. The entire team, including clinical staff and administrative personnel, consistently demonstrate friendliness and helpfulness in their interactions.

Staff made the blood tests painless

Things have improved at this practice and the team members are excellent. I attended for blood work and experienced no discomfort whatsoever. Much appreciated. I visited for a shoulder injection procedure. The healthcare professional administered it skillfully with no pain involved. Thank you for the care provided.