Willow Tree Surgery

Terrible healthcare service causing more harm than help

Absolute worst general practice ever. You'll never be seen at the scheduled time, and they claim they'll call back, but that's a rare occurrence. Getting a medical record is a nightmare - they charge you, but you'll never receive anything. I requested a fit note for work to prevent being laid off, and they told me to come back in a week, by which time I'd already lose my job. This surgery has done nothing but create overwhelming grief, anxiety, stress, and depression. I'm forced to go to the Emergency Department EVERY SINGLE TIME because I'm terrified. Thanks to my GP for causing me even more health issues and mental distress.

Terrible doctor service with zero patient consideration

I am extremely frustrated with the appointment system at Willowtreesurgery, particularly their phone consultation process. The doctors claim they will call patients between specific hours (like 3 to 7pm), but they only attempt to contact you once. If you miss their single call, they never try again. Attempting to reach the surgery directly is futile as the office remains consistently closed. It seems they are deliberately disregarding patient needs. They fail to recognize that people have work commitments, children, and other responsibilities, and cannot simply wait around for hours for a potential doctor's call. In my personal experience, they called precisely when I had stepped away to use the restroom - after waiting for three hours. When I missed their sole call and tried to call back, the surgery was closed. Even worse, they technically breached their own promised time frame, calling at 7:01 pm, just outside their stated window. Their lack of consideration is appalling. I am seriously considering escalating this issue to higher health authorities like the health minister and health secretary. Willowtree surgery desperately needs to overhaul and significantly improve their service and patient care approach.

Pharmacy fails again with incomplete prescription order

I'm beyond frustrated with how frequently they manage to leave out items from a single prescription form!!!! This is incredibly exasperating. My father has diabetes, and this ongoing issue is a constant source of stress and concern!

Terrible medical service left me feeling hopeless and scared

I've been dealing with a breast lump for months, and every time I try to schedule an appointment, I'm told to call back at 2 pm or 8 am, but I can never get through or it's too late to make a routine appointment. Most of the receptionists are inadequate and unprofessional, even suggesting I retrieve my own hospital letters. When I went to the hospital, they claimed the letters were sent to my doctors three months ago. My health is deteriorating, and I'm only 30 years old - the doctors should be helping me, not pushing me away! This is ridiculous, though I want to clarify this is not a reflection on Doctors Handalge, and the male doctor who sees me and my son provides care that goes above and beyond.

Terrible support when feeling under weather

Terrible when I'm under the weather. Every single time I've been ill, this product fails to deliver. Completely unreliable and frustrating. Wish I could return it, but stuck with this disappointment. Avoid if you're looking for something dependable during sick days.

Compassionate doctor who truly cares about patients

Dr Handalage is truly exceptional. She consistently provides comprehensive explanations and attentively addresses any health-related worries you may have. Her professionalism is impeccable in every aspect. She offers compassionate support and is an outstanding asset to the medical practice. I feel incredibly fortunate to have her as my primary care physician.

Worst medical facility ever terrible customer service

I'd give zero stars if possible. For six weeks, I've been unable to schedule a medical consultation. Morning calls result in being redirected to call later, and afternoon calls send me back to morning hours. This endless runaround is infuriating. The staff demonstrates absolutely no desire to assist patients. I cannot emphasize enough how strongly I advise against using this healthcare facility.

Worst medical service ever experienced by a parent

This experience was utterly frustrating. I scheduled an urgent consultation for my child, and despite their promise to contact him between 9:30 and 11:30 AM, no call was received. Upon calling back, they claimed the doctor was occupied and would return the call. I emphasized my son's afternoon exam, and the receptionist assured me she would inform the GP. Incredibly, the doctor phoned during the exam itself. When my son attempted to reschedule, they flatly refused, offering no flexibility for the emergency appointment. Ultimately, I was forced to take him to the hospital that evening. Having been familiar with this practice for a decade, I can confidently say they have shown absolutely no signs of improvement or enhanced patient care.

Worst medical practice ever terrible service

STEER CLEAR OF THIS MEDICAL PRACTICE! Completely unacceptable. It's impossible to even connect with them when scheduling is needed. The physicians are DISCOURTEOUS! The front desk staff are DISCOURTEOUS! As an illustration, I was left waiting on the line today for 44 minutes and remained caller number 5 the entire time! How is this even possible? My family members are seriously ill, and I'm dealing with health issues too, yet we're perpetually unable to secure a consultation.

Worst medical service ever for a desperate parent

I phoned at 8:04 am and endured a 30-minute wait (positioned 11th in the queue), only to have an unfriendly receptionist inform me that all appointment slots were filled and I should call back after 2 pm. They pulled this same tactic twice - when I dialed precisely at 2 pm, the lines were perpetually engaged, and by the time they answered, afternoon appointments had vanished again. This was a critical situation involving my 2-year-old son. I politely requested assistance and guidance, but the male receptionist was completely ineffective and remarkably unhelpful. The time has come to find a new medical practice!

Terrible product with zero customer satisfaction

Wish I could rate this zero stars. Absolute worst general practitioner. Shockingly, some people have given 5-star ratings (which is mind-boggling), and I hope those patients are somehow alright and in good health.

Worst medical experience of my entire life

ZERO STARS IS TOO GENEROUS Absolutely dreadful clinic, with ATROCIOUS FRONT DESK STAFF who are completely unhelpful. Getting an appointment is practically impossible - you'd need to be on your deathbed to even have a chance, and then they'll still redirect you to a hospital for issues a general practitioner should easily manage. Steer clear of this GP surgery unless you want a guaranteed frustrating experience that you'll deeply rue!

Compassionate care and quick appointments every time

I wholeheartedly endorse the Willow Tree medical practice, led by the exceptional Dr Handelage and her outstanding staff. Whenever I've required a prompt consultation, they have consistently been able to schedule me, and I find the front desk personnel to be incredibly supportive and welcoming. Having been a long-time patient at this clinic, I can confidently say that Dr Handelage consistently demonstrates remarkable compassion and a genuine commitment to patient care.

Grateful for amazing service and incredible support

I deeply appreciate your continued dedication and commitment. Your outstanding efforts mean the world to me, and I am truly grateful. May you be blessed for your incredible support.

Pharmacy service frustrates patient with endless delays

Attempting to obtain a prescription that was originally mishandled has been an absolute frustration. For someone who recently recovered from covid and falls into a high-risk group, why can't they prioritize and quickly resolve COPD medication needs when repeatedly warned about imminent supply depletion? Instead, I've been given multiple false promises - first told the doctor would sign it before 6pm yesterday, which didn't happen. Then this morning, I was assured it would be completed by lunchtime, which also didn't materialize. Now I'm waiting to see if it gets processed before 6pm today. The entire situation is completely unacceptable and demonstrates a total lack of care and efficiency.

Terrible experience with discriminatory and unhelpful staff

Their guidance is extremely ambiguous and confusing. I've detected discriminatory undertones, and the front desk personnel demonstrate a remarkably discourteous and demeaning attitude. I am completely dissatisfied with the overall service experience.

Terrible service with unhelpful and disrespectful staff

The front desk staff displays a shocking lack of compassion, consistently failing to provide basic customer service or demonstrate any understanding of patient needs, even when directly approached for straightforward assistance.

Excellent care but terrible phone wait times

The medical staff here are excellent, but their phone system is incredibly frustrating. I've been first in the queue for over an hour and still can't get anyone to pick up the call.

Great doctor but terrible medical practice

I truly appreciate my doctor (Dr Handalage), who is exceptional - warm, humorous, and providing outstanding care. If only the rest of the practice matched her quality. Unfortunately, the overall GP service is deeply disappointing. Booking an appointment feels nearly impossible, with endless waiting times. The staff's unprofessional behavior is evident in their loud, inappropriate conversations that echo through the small reception area. Despite being initially promised online service registration within 4 weeks, then 10, it's now been 15 weeks with continuous assurances that the manager is "working on it". The blood testing experience was particularly traumatic. During two separate attempts, nurses struggled to draw blood. The second nurse was especially insensitive, repeatedly moving the needle around inside my arm while I expressed significant pain. When I approached reception seeking an alternative, hoping to have the test done at the hospital due to my existing anxiety around blood draws, I was dismissively told this wasn't possible and simply asked when I'd like to try again. Their complete lack of empathy was shocking. Three months have now passed, and I remain unable to complete the blood test due to increased anxiety. My husband encountered a similar challenging experience with the same nurse, ultimately requiring a different medical professional to successfully draw his blood. If substantial improvements aren't made soon, we will definitely be changing our GP practice.

Terrible surgery that failed me completely

Do not entrust your healthcare to this medical practice. I wish I could award zero stars, as they have been completely useless to me. I joined them last July, and to this day, they have failed to obtain my medical records, essentially telling me I must contact my previous surgery myself. The receptionists are consistently apologetic but take no meaningful action, and the practice manager, Karen (only a first name is ever mentioned), is perpetually absent or so they claim. One afternoon, I scheduled an appointment for the next morning at 8, but when I called at 8 AM, I was informed it wasn't an emergency until after 9. As a healthcare professional with a busy schedule, I later called after 9 and was given a telephone consultation for the following Friday. I waited patiently, but when the doctor called, he wouldn't allow me to explain my concerns. Instead, he rambled about missing notes and instructed me to call reception to contact my old surgery. When I mentioned I'd already done this and questioned his rudeness, he abruptly ended the conversation. Dr. JOHN OKUKENU refused to engage, hung up on me after revealing his name. At 61, I typically require quarterly diabetes monitoring, yet I've gone six months without blood tests. Now, I'm without blood pressure medication because a doctor refused to communicate. I've never been treated so disgracefully. STEER CLEAR OF THIS PRACTICE AT ALL COSTS.