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?