Willowbrook Medical Practice

Willowbrook Medical Practice 2018-07-06 Person 2 5 0

Today I visited this Surgery for an appointment with Surgery Nurse Sally Hughes to discuss and establish ongoing treatment for the Type 2 Diabetes that I suffer from.This is the first time that I have been seen by Nurse Sally Hughes having previously been seen by slightly more qualified Staff for similar appointments. I found Nurse Sally Hughes to be polite, knowledgeable, considerate and gentle. She also has an excellent ' bedside manner ' and was keen to establish and explain in detail my ongoing treatment. I was not rushed or put under any pressure and I felt that I was welcomed by her. I was seen promptly and at my exact appointment time , ( which must be a first for this Surgery ). She clearly is a credit to the Surgery and a great ambassador for it's public image. If I could employ 5 clones of Sally Hughes, then I would be able to take over the World, and the World would be delighted by it. Having been a Patient at this Surgery for some years, this came as a revelation to me, and I feel sure that most of you reading this will know what I mean !!! So, I felt that credit where credit is due and hence this review. Finally dear patient, if you are going to a Nurse appointment at this Surgery - make absolutely sure that it is Nurse Hughes that you are going to see, or on your on head be it.

Willowbrook Medical Practice 2018-04-03 Person 4 5 0

The surgery is undoubtedly busy and appointments to see a doctor are obviously going to be numbered, but it seems to me if you need an appointment on the day then turning up first thing in the morning is the way to get one and as you want to go or intend going anyway, you’re already there! It is the system this practice choose and to be honest I can’t see how else it can be done. The receptionists are surely only doing as directed and they must be very frustrated themselves. I hope if anyone has a complaint they do respond to the surgery management to discuss with them as constructive feedback should be listened to and any alternative ways found .( I see offers to discuss with others who have left feedback here have been made) Perhaps the surgery could post something on their web page explaining their methods and reasons? Patients have to trust this practice and the management could do more to explain and achieve this trust, I think. Personally I have found the receptionists VERY helpful and feel some sympathy for them. I have had 2 issues recently ( most recent this evening) and popping in at around 5pm when it’s quieter had chance to say what I needed and each time was really thrilled with how the receptionists worked through it with me to a conclusion. Thank You! I also needed advice this year on travel “jabs” and was amazed on how thorough the receptionists and nurses were to ensure I had all the necessary ones done after doing their research and then directed to another clinic for extras I wanted which were not necessary but I wanted to have. Willowbrooks travel clinic is fantastic! I have left this feedback because I understand the frustrations and have experienced it myself but realised the front line staff are having to do their job as they are told to,like we all are in our work! It’s a busy surgery and if we feel things aren’t working the way we want them to, then ask to talk to those that make the decisions. If we tell them, they have to listen surely?

Willowbrook Medical Practice 2018-03-01 Person 1 5 0

Dr asked what family member thought if leg was infected as was not really his "area of expertise". Called to cancel an appointment for elderly family member. Was asked if they could just get a taxi to bring them down even though they struggle to walk??? Receptionists never helpful. Takes a ridiculous amount of time to make an appointment.

Willowbrook Medical Practice 2018-01-27 Person 1 5 0

Willowbrook medical practice is a disgrace. Seriously where do I start? Your receptionists - Just who do they think they are? You should book them onto some training courses of manners and whilst at it try finding one says ‘understanding that I’m a receptionist, not a doctor’. Why have you took on so many patients? Do you realise your staff are stressed? Do you notice that you have a high turnover of staff? Stop merging surgeries together and only cope with what you can cope with. Doctors, don’t you read the systmone notes? When someone says they have a reaction to something, why don’t you ensure and confirm this before asking to prescribe the same product a patient is allergic to. Ridiculous. Prescriptions - this is the big one. When someone is on controlled drugs and NEED them, MAKE SURE THEY ARE READY. it’s not you in pain is it? It’s alright you saying wait till Monday, Tuesday and still not being ready. Making people walk out in the cold for prescriptions that still aren’t ready that you said would be. But you don’t care about that do you. The way you have treated my family is a disgrace. I am glad to have left the surgery and I am glad my family has too. What a stupid excuse of a surgery. Get your act together.

Willowbrook Medical Practice 2018-01-24 Person 1 5 0

This surgery is a disgrace,the receptionists are rude and unhelpful,trying to get an appointment with this practice is nigh on impossible,I've been with this practice all my life and to say I'm dissapointed is an understatement,when asking to see a doctor you always get palmed off with a advanced nurse practitioner,the repeat prescription service is a joke as they're never done correctly or on time,the reception staff could do with good manners training,just who are the trained medical staff at this practice,the doctors or the receptionists,as the reception staff seem to think they know more about your illnesses than the doctors do,why is this practice taking on more patients when they can't cope or run the practice efficiently with the patients they already have on their books,disgraceful from start to finish,not reccommended at all.