Willington Medical Group

Poor communication left us feeling unheard

The communication approach with patients and family members could be significantly improved and may warrant further review.

Reception struggles with repeat prescription setup

Overall a solid practice. The clinical staff have consistently shown themselves to be approachable and understanding in their interactions. The reception team presents a mixed experience. I encountered ongoing difficulties over a fortnight when attempting to arrange repeat prescriptions, which was complicated by the use of an external application rather than the standard NHS system, though this wasn't made clear upfront. There is one particular receptionist whose demeanor I find particularly challenging. They appear to lack patience when dealing with patients who need support navigating appointments or health concerns, and seem keen to conclude calls quickly without fully engaging with what's being said. I was advised by a nurse practitioner to contact reception to organise a repeat medication following a trial period. However, when I called, this receptionist declined, stating this wasn't something they could facilitate, and ended the call abruptly. This left me without the support I had been expecting to receive.

Rushed appointment left me feeling forgotten

I felt let down by my experience at the practice. I was given a hurried appointment despite traveling a considerable distance, and when I arrived five minutes late due to work commitments, I felt my situation wasn't handled sympathetically for what I considered an important health concern. What frustrated me most was feeling overlooked during a follow-up procedure, which resulted in an outcome I hadn't anticipated. I would have appreciated acknowledgment of what happened, but this didn't occur. Overall, I was very dissatisfied with how matters were managed.

Phone appointments don't start when booked

A frustrating experience overall. There appeared to be inconsistency in communication among staff members, and follow-through on commitments was lacking. Regarding remote consultations, the scheduled time did not align with when contact was actually made, resulting in a significant delay.

Easy to book appointments online yourself

Straightforward to arrange your own appointment. The nursing staff were approachable and welcoming.

Decent service when things run smoothly

When the service is satisfactory, it meets expectations.

Impossible to book appointments here

Extremely difficult to obtain an appointment at this practice. The phone lines have been consistently busy throughout the mornings for an extended period. Additionally, an appointment was cancelled in error, resulting in a significantly extended wait for the next available slot. Overall disappointing experience with the booking system.

Poor communication left me feeling unheard

The medical team here provided poor communication regarding health matters. Staff changes seem necessary, or the practice requires significant improvement. What was initially dismissed as psychological turned out to require hospital admission.

Friendly staff made our move straightforward

We recently relocated to the area and registered with this practice. The team have been incredibly welcoming and approachable, making the move a smooth experience 👍

Efficient flu clinic setup made it quick

Couldn't ask for a better service, the way the practice has organised their vaccination programme in response to the pandemic. One way system & plenty of staff administering the vaccinations as well as directing patients to the appropriate areas. In & out within minutes. Well done.

Always get appointments within a day

I have been attending this medical practice for approximately 15 years. I would like to express my appreciation to the entire team for their consistent helpfulness, efficiency, and overall quality of care. I regularly manage to secure appointments promptly and consistently feel well supported throughout my visits.