Willingham-By-Stow Surgery

Patient Experience Summary

Feedback reflects a mixed experience across appointment access, communication, and dispensary services. Many patients report rapid appointment availability, with consultations secured within hours or a day of requesting them, alongside positive comments about welcoming reception experiences and the convenience of on-site dispensary services. However, significant concerns emerge around medication refill delays, with some patients reporting extended waits beyond stated timescales and poor communication responsiveness when following up. Access to phone lines has also been problematic for some callers.

Staff interactions present a divided picture. Numerous patients describe compassionate, considerate, and professional care, noting that practitioners take time to discuss needs thoroughly without rushing. Conversely, other feedback highlights instances of dismissive attitudes toward patient concerns, defensive responses, and discourteous reception interactions. Staff turnover and apparent workload pressures are mentioned as contributing factors to service inconsistencies.

Booking systems and digital services for appointments and repeat prescriptions are generally praised as straightforward and efficient. The practice's approach to comprehensive care, where patients are treated holistically rather than hastily referred elsewhere, is valued by some. Overall, while appointment scheduling and some aspects of clinical care receive consistent positive feedback, medication management and communication responsiveness require attention.