The Willows Medical Practice

Transferred between services with no resolution

I would not recommend this practice. One star is insufficient to express my dissatisfaction. When attempting to book appointments by phone, callers are consistently redirected away from the practice. Upon contacting the referred service, patients are informed their concerns fall under general practice responsibility, resulting in being passed back and forth repeatedly. This pattern has occurred on several occasions. I was not permitted to attend an in-person appointment for a routine postpartum check at eight weeks, with staff citing procedural reasons. I have since learned this explanation did not align with actual practice policy. Additionally, when my young child became unwell at eleven weeks, I attempted to arrange a doctor's appointment. The receptionist directed me to contact my health visitor instead. Upon doing so, the health visitor confirmed the matter required general practice assessment. When I called back, staff again declined to offer a face-to-face consultation and requested I complete an online questionnaire. After submitting this form with accompanying images, two medications were prescribed to be taken on an empty stomach. One of these medications is not recommended to be taken without food and should not be administered to infants under a certain age. After I raised concerns about this prescription upon being informed of the recommendation, I requested to see a doctor in person. This request was refused, and when I questioned the medication choice, I was told it was appropriate and advised against using an alternative remedy. Four days later, my child experienced severe abdominal pain and digestive distress and was extremely distressed. Emergency department staff advised that the antibiotic was unsuitable and the other medication should not have been given due to the child's age and the instruction to take it without food. Both were discontinued. After another two days without improvement and continued discomfort, a second emergency department visit was necessary.

Practice has become harder to deal with

Unfortunately, the practice has experienced a decline since the recent management change. It previously maintained a good standard of care, but processes have become increasingly challenging to navigate.

Relaxing atmosphere made the procedure feel manageable

My time at the minor surgery clinic was thoroughly enjoyable throughout. From the moment I arrived, the calming atmosphere with gentle background music helped me feel relaxed, and this continued right through to my departure when I received a thoughtful chocolate coin as a keepsake. The clinician who carried out my procedure was exceptionally reassuring, taking time to walk me through what would happen and providing clear guidance on aftercare in a warm and approachable manner that really helped ease my concerns. The entire experience was handled with great professionalism, and I would certainly be comfortable returning for any future procedures.

Receptionists were genuinely helpful and kind

Excellent experience with the front desk team who were extremely accommodating and supportive throughout my visit.

Long wait with no follow-up care provided

The care provided to a family member over an extended period fell short of expectations. There was a lack of attention to their needs and insufficient coordination of support services for an older person with a chronic condition.

Friendly staff made me feel at ease

I was satisfied with the standard of care and service provided. The staff were welcoming and took time to explain what would happen, which helped me feel reassured throughout. They were considerate and encouraging in their approach. I would have no hesitation returning for future appointments, and I also appreciated the convenient parking facilities.

Staff explained everything clearly and kindly

I attended a minor surgical procedure at the practice and was seen by two excellent staff members. They provided clear explanations of the procedure and what to expect afterwards. Despite the usual anxiety that comes with medical appointments, the experience was reassuring thanks to their compassionate and encouraging approach. There was also a nice touch of receiving a treat at the end of the visit 😊

Minor surgery went smoothly from start to finish

Underwent a minor surgical procedure a few weeks back. The care provided was excellent and the service was outstanding. Would highly recommend to others.

Long phone queue, then appointment cancelled without notice

A few weeks prior, I was instructed to ring first thing on Friday morning to arrange an appointment for physiotherapy. I followed these instructions and found myself first in the queue, though I waited for nearly half an hour which seemed unusual. When the appointment day arrived yesterday, I made sure to attend 15 minutes early as I prefer not to be late. The appointment was scheduled for 8am. By 8:20, the receptionist mentioned it was strange that I hadn't been called yet and said she would investigate. She returned to inform me that someone was attempting to reach the clinician. A short while later, she advised me the clinician was on the way. After waiting for an hour, the receptionist returned to explain there had been a significant administrative error and the clinician would not be attending. I found this deeply frustrating and felt my time and concerns were not properly valued.

Felt reassured and at ease during appointment

I recently had a small skin lesion removed at the practice. The clinical staff members who assisted were excellent and helped me feel comfortable throughout the procedure. Their knowledge and professionalism were reassuring, and it was clear they were highly competent in their roles.

Long phone queue, no one answering calls

I waited in a queue for 10 minutes while being second in line throughout that entire period, which suggests there may be an issue with how calls are being handled. Additionally, prescription-related inquiries do not appear to be getting answered.

Friendly midwife appointment with convenient parking

We attended an appointment with the midwifery service and found it to be a pleasant experience. There is parking available at the facility.

Clean facilities and caring minor surgery staff

I'm not registered with this GP practice, however I attended the minor surgery department there for a procedure roughly two weeks ago. My experience was excellent; the facilities were very clean, the reception staff were very friendly and efficient and the two members of staff who performed the procedure were exceptional - they made me feel at ease, explained what would happen which helped calm my concerns, and they demonstrated genuine care about my wellbeing, were very supportive and friendly, and showed themselves to be highly skilled and competent in carrying out the procedure. I was given clear and helpful aftercare guidance upon departure, and I even received a thoughtful chocolate treat as a nice finishing touch! Lovely gesture! Would highly recommend the minor surgery department. Thank you! 🙂

Felt rushed and unheard during appointment

The clinician seemed dismissive of my concerns and came across as quite abrupt. I didn't feel welcomed or at ease during the visit. I was already anxious about attending the appointment, and this made my anxiety worse. As a result, I wasn't able to discuss all of the issues I needed to address, and I felt the appointment was unproductive.

Easy to book appointments and friendly staff

Outstanding specialist medical care, the majority of the team members are excellent (there's usually one person who might be having an off day), but the specialists, nursing staff and senior healthcare professionals are consistently friendly, helpful and very competent. Additionally, you can actually secure an appointment within a reasonable timeframe.

Staff rudeness made my anxiety worse

I felt the service provided was inadequate, and the staff interactions were unhelpful during a difficult time when my daughter required support with a health concern. Rather than improving the situation, I felt the approach increased her distress. After a limited number of appointments, we were informed that no further assistance could be offered and treatment was concluded. This left us facing greater challenges than when we initially sought help. I was disappointed by what I perceived as a lack of professionalism and questioned the standard of care being delivered by the NHS. As a result, I am now pursuing private healthcare options, despite the financial burden this will place on my family, as I feel my daughter requires the level of support that wasn't available through the NHS service we accessed. Given that we contribute significantly through taxation, I expected the NHS to provide adequate care during our time of need. Unfortunately, this was not my experience. My daughter preferred that I did not lodge a formal complaint with the service directly, and I have respected her wishes. I felt compelled to share my experience publicly so that others are aware of my concerns regarding this particular NHS location. I would encourage anyone considering this service to carefully consider their options beforehand.

Easy parking made the visit straightforward

The car park facilities are quite pleasant.

Reception removed me from patient list

I was satisfied with the care provided by several clinicians over the years, but I have been removed from the practice register because I now reside slightly outside the practice's catchment area. I feel disappointed by this decision made by the reception team.

Couldn't get through on the phone

I would not recommend this practice.

Friendly and welcoming family practice

Wonderful welcoming practice with a caring approach xx