The Willows Medical Centre

Phone lines constantly leave you hanging

AVOID THIS PRACTICE!!!!! Telephone lines are not responsive Call menu systems frequently disconnect There appears to be an inconsistency in service speed - lengthy waits during in-person visits contrasted with rushed consultations, while phone accessibility remains problematic

Surgery failed to ring back about medical report

I'm uncertain about what happened in this situation. An insurance company contacted me requesting a medical report prior to submission. The practice was meant to call me, but after a week they claimed I hadn't attended, despite no one having rung me. I visited in person to review the documentation and found two inaccuracies - specifically, there was no mention of a previous surgical procedure or hereditary health matters that I had discussed during earlier appointments. The practice indicated they would correct the report, however I haven't received confirmation of this. When I attempted to contact reception today to follow up, I was unable to reach anyone despite waiting on hold for an extended period before disconnecting.

Struggling to book appointments at this practice

This practice was previously excellent with staff who genuinely engaged with patients and showed they cared. It appears that those individuals are no longer part of the team. Getting through to the surgery has become increasingly difficult. The current appointment booking system seems ineffective, with availability being extremely limited and wait times stretching over several weeks. The experience of trying to access care at this practice has become quite frustrating and anxiety-inducing.

Impossible to book face-to-face appointments here

I've had to make the decision to find a different practice as I'm unable to secure appointments when needed. Even when calling first thing in the morning, all available slots appear to be taken already, including face-to-face consultations.

Helpful staff who always listen to concerns

The team here has been wonderful and supportive! I've consistently had positive experiences whenever I've sought care.

Polite and efficient from start to finish

Courteous and streamlined care - couldn't request a more satisfactory experience.

Waited all day for a call that never came

The practice does not meet expectations. I waited throughout the day for a scheduled telephone appointment that never materialised. Accessing medical care at this surgery proves to be an extremely difficult and frustrating process.

Couldn't get an appointment when needed

This practice has significant difficulties with appointment availability.

Helpful doctors, reasonable wait times

The medical professionals at this practice are excellent and provide wonderful support; recent visits have been particularly outstanding, and historically the team has consistently demonstrated impressive care standards. While appointments can sometimes require a bit of patience, the wait is generally manageable. Thank you for the service provided.

Staff dismissive and unhelpful during appointment

The standard of care has been disappointing, with staff appearing dismissive. Despite being a patient at this practice for two decades, I am now considering transferring elsewhere due to concerns about the quality of service currently being provided.

Dismissed concerns about chest symptoms repeatedly

I have been experiencing concerning respiratory and chest symptoms for several weeks. When I attempt to contact the practice, I receive dismissive responses and feel my concerns are not being taken seriously. I believe I require a proper medical evaluation and assessment by senior staff members. The level of attention I have received has been disappointing, and I would encourage others to consider seeking care elsewhere.

Online booking system needs urgent improvement

The service provided fell significantly short of expectations. The online platform was inaccessible, the website appeared outdated, and the telephone line involved an extended wait time of approximately 24 minutes.

Couldn't get appointment despite calling early

Extremely poor experience...instructed to call back the following day (phoned before midday) due to lack of available slots. Completely unreasonable, I believe patient outcomes may be negatively impacted by their strict policy of only accommodating those with urgent circumstances...only awarded one star as lower ratings are not an option

Website changes made prescription ordering harder

I attempted to contact this practice after noticing significant changes to their website, which has made ordering repeat medications considerably more difficult. The telephone ordering option also appears to be unavailable. I called to seek guidance on how to navigate their online system, but after waiting approximately 20 minutes in a queue, the line continued to ring without being answered for several additional minutes. The practice's level of customer service appears to have declined noticeably over the past year, and I found the experience frustrating and time-consuming.

Struggling to get through on the phone line

I have attempted to arrange a phone consultation on three consecutive days without success. Each time I call, an automated message indicates the line is busy and advises me to ring back later, without offering to place me in a queue. I have made initial calls starting at 8 o'clock each morning and tried repeatedly until around 11 o'clock before stopping. While my health concern is not urgent, I was hoping to at least have the opportunity to discuss it with someone. I am quite let down by this experience, as the practice has previously demonstrated efficiency and been very supportive.

Easy to reach and appointments came through

I have consistently been able to get in touch without any difficulty, whether through phone calls or using the online messaging system. I've attended a few recent appointments for routine tests and similar procedures. The reception team has generally been supportive, and I've reliably received callbacks at the times I was told to expect them.

Phone lines impossible to get through on

Disappointing experience with accessibility, struggling to reach the practice by phone and finding online booking options unavailable. When contact is eventually made with reception staff, there appears to be an expectation to call during their operating hours rather than times that suit patients' schedules. After persisting for an hour to get through, the response received was that the matter couldn't be escalated to clinical staff as it wasn't deemed an emergency. There seems to be confusion about the role of general practice versus emergency services. Frustrated by repeated deflections and the sense that the practice is reluctant to facilitate appointments with clinical staff. Questioning how reception staff are positioned to make clinical judgements about urgency and priority. Overall, the service feels inadequate for its intended purpose.

Phone lines constantly busy and unreachable

I find it frustrating that when I try to contact the practice, the phone line frequently indicates it is busy and I am unable to get through, with the exception of calling at 8am. This has been my consistent experience. I feel that the telephone system should have a queuing function rather than repeatedly giving a busy signal, as I need to speak with a medical professional for advice.

Reception team made me feel genuinely cared for

Excellent care provided throughout my visit, from the front desk team through to the clinical staff. Everyone demonstrated attentiveness and professionalism in their approach. The administrative team consistently showed courtesy and compassion. Much appreciated.

Struggling to get face-to-face appointments since covid

The experienced practitioners who provided good care appear to have moved on, and it has become increasingly difficult to obtain appointments since the pandemic began. I have not had an in-person consultation in over a year. There is concern about how many patients may have gone without proper assessment during this period, potentially allowing health issues to progress unaddressed. The service has been deeply disappointing. My confidence in the practice has been significantly undermined. Patients seem to be managing their health concerns independently without adequate support. Access to preventative care has also been problematic. A formal complaint regarding these issues is currently being pursued. The practice would not be recommended based on this experience.