Willowbrook Surgery

Willowbrook Surgery 2023-04-26 Person 4 5 0

Dr. Lodwig was the best doctor this place has ever seen, sadly now he has left the practice. He encouraged patients and staff to engage in a friendly manner. It is hard to get an appointment but I've always got on well with the reception staff, it's difficult to book an appointment in advance, not everything is an emergency. I'm self employed and simply can't afford to stay on the phone for an hour in the morning, only to be busy later in the day and miss a call back, that's not saying that my issues aren't important.

The appointment system really should be better. One doctor should be replaced, get Dr.Lodwig back and make him the lead doctor. People want to trust the doctor and not be judged by them

Willowbrook Surgery 2022-08-25 Person 0 5 0

I am never able to get an appointment when phoning from 8am in the morning. My last experience of this was this week (Tues 23/8/22) when I needed to get an appointment for my very unwell 20-month old who was spiking a fever of 40.3 and had had a febrile convulsion episode. Phoned at 8am and was on hold (in a queue of 15) for 40mins at which point I had to disconnect as my child was in distress. I tried periodically throughout the day to get an appointment and finally, at 5.45pm I got through to be advised the following by the Receptionist: a) No Drs were available b) I should phone the OOH service from 6.30pm c) They could not book me an appointment for the next morning as the "system doesn't allow" I explained time and again that my son was very unwell and that I had been trying all day. She advised that this was unfortunate but I should contact them again at 8am in the morning. At this point I disconnected as my son was vomiting. I phoned NHS Direct 111 and within 30mins had had 2 callbacks from Nurse Practitioners and was advised that my little boy was gravely unwell and I needed to get him to the hospital ASAP. At this point his temperature was 40.6 and rising. Absolutely ridiculous that appointments can't be prebooked in such extenuating circumstances or that there was no GP on site (45 mins before the Surgery closes). The system of appointments does not work and when you do call, the Receptionists often tell you that an appointment is not needed (without any medical qualifications). When you attend the Surgery you can hear every conversation that the Receptionists have - completely disregarding the idea of Confidentiality (and the GDPR Regulation). This is a separate matter which I am now bringing to the attention of the Information Commissioner's Office. The Surgery needs vast remodernisation and someone needs to look into the business processes and look at Quality Improvement methodologies within the Surgery before someone becomes seriously unwell (or worse) because they are unable to obtain an appointment.

- more people to answer phones in the morning if you are going to continue the ridiculous process of calling @ 8am - Receptionists not telling patients they don't need an appointment - More appointments available - Systems to allow pre-bookable appointments in extenuation circumstances

Willowbrook Surgery 2022-05-24 Person 3 5 0

While visiting surgery on 24.05.22 in hope of a last minute appointment, another patient came into the surgery. This patient explained that his prescription was incorrectly.prescribed to him and tried to get it amended. He also explained this has been an ongoing issue. The receptionist immediately expressed a hostile tone towards the patient. An argument broke out and unkind words were thrown at one another. The unprofessional mannet this receptionist demonstrated was shocking at best and vile at worst. This receptionist showed no regard for others around her I.e. children and continued to express vile language.

Send your staff on training to demonstrate positive behaviour to diffuse situations rather than treat patients as though they are not entitled to their correct dose of prescribed medication.

Willowbrook Surgery 2020-02-03 Person 0 5 0

Can never get through on phone to book appointments for my children..so walked in instead & surprise surprise did i get one NO receptionist fob you off when I’ve had the chemist telling me that my child needs to see the doctors! she definitely needs a app I’m tired of them giving there comments telling me she doesnt need a appointment when there not doctors! My children have misssd school to be able to get appointments that I can’t get so they’ll now be missing school again tomorrow just to have a repeat of today really annnoyed

Willowbrook Surgery 2019-03-11 Person 2 5 0

This surgery is very dated and could definitely do with some money spent on it, the doctors I have seen, have been ok! But there seem to be a lot of Locums? So your seeing different doctors all the time. The reception staff, I’ve had a lot of mixed experiences, mostly not great, as when I normally get to the the window to speak to someone there either talking to someone else, or trying to talk to me from around the corner which I find a bit unprofessional.