The Willow Group
Forton Medical Centre, Whites Place, Gosport, Hampshire, PO12 3JPContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Really difficult to communicate with
Rated 2 stars out of 5
by Danny - Posted on 28 December 2023
To talk to someone on the phone you have to wait for a long time on hold. They constantly refer you to their website which is awful. I have a degree in computer science and I struggled to navigate their terrible website. I wonder how a pensioner or someone who hasn’t grown up with technology would manage.
Visited December 2023
Review titled The Willow Group
Replied on 03 January 2024
Dear Danny, Thank you for bringing your concern to our attention, I know this can be difficult and we do value all feedback. I am very sorry that you have experienced a long wait on our telephones. Unfortunately, this is due to high demand on our phone line combined with staff sickness. I understand that you found our website to be awful. We have in the past held IT Clinics with our IT Manager to support patients with using online services. This is also something that we would support doing this year if needed. We are happy for patients to provide any feedback on our website and then we can share the feedback with the creators of our website. Any feedback can be sent to hiowicb-hsi.mywillowexperience@nhs.net. If there is anything else we can support with please do contact us on the above email address with your full name and date of birth. We are sorry that you are unhappy with the service provided. Yours faithfully, Kevarnna Langridge Primary Care Patient Experience Manager
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Review titled Downhill since merge
Rated 1 star out of 5
by Anonymous - Posted on 06 January 2024
I was part of Gosport Medical Centre before the merge and had an amazing experience throughout. I even left a good review for it a couple years back. I was sad when I heard that GMC was merging with The Willow Group as I had heard multiple bad things about the group so thought I would be heading in that direction but hoped that because GMC was so great, I wouldn’t have an issue. Since the merge, wait times from E-Consults have been weeks, even months longer for an appointment. I did an E-Consult back in November and still haven’t heard back! (It’s January). I’m gutted to know that my local GP is not as it used to be and don’t have any hope that it will get any better. Family members are also part of willow group and having the exact same issues. It’s honestly such a shame and very excited to move cities so I can get far away from the Willow Group as possible!
Visited November 2023
Review titled The Willow Group
Replied on 12 January 2024
Dear Sir/Madam, Thank you for bringing your concern to our attention, I know this can be difficult and we do value all feedback. I am very sorry to hear that you are unhappy with the service that we are providing. For obvious reasons we cannot respond to individual cases on NHS Choices, but if you would like to discuss this further please contact my team on hiowicb-hsi.mywillowexperience@nhs.net with your full name and date of birth and we will be happy to look into this for you. Yours faithfully, Kevarnna Langridge Primary Care Patient Experience Manager
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Review titled Unacceptable waiting time for an appointment
Rated 1 star out of 5
by Robert Forder - Posted on 14 October 2023
I have just been quoted an 8 to 10 week wait for a 'routine' appointment for symptoms that I consider worrying.
Visited October 2023
Review titled The Willow Group
Replied on 16 October 2023
Dear Mr Forder, Thank you for bringing your concern to our attention, I know this can be difficult and we do value all feedback. I am very sorry to hear that you are unhappy with the service that we are providing. As a practice, we too find it unacceptable that on occasion patients are having to wait 8-10 weeks to see a GP for a routine appointment. I understand that you have also contacted our Patient Experience Team. We will respond to your concerns raised. We are sorry that you are unhappy with the service provided and hope you feel that we do recognise how frustrating and upsetting this can be for our patients. Yours faithfully, Kevarnna Langridge Primary Care Patient Experience Manager
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Review titled Shocking, hiding doctors behind a website
Rated 1 star out of 5
by Paul Potter - Posted on 18 October 2023
Abysmal, i have a terminal condition, just been chucked off the phone and ordered to do a e consult, the link is well and truly buried to the point that, although i have actually built e commerce websites, i can't find it.. Shocking.. They appear to be just be playing the patient numbers game because nhs funding is based per patient then putting a firewall round access to the services so impenetrable that it's easier to give up and go to the treatment centre.. Disgusting, they are meant to be doctors in the business of saving lives, not in the business of business..
Visited October 2023
Review titled The Willow Group
Replied on 20 October 2023
Dear Mr Potter, Thank you for bringing your concern to our attention, I know this can be difficult and we do value all feedback. I am very sorry to hear that you are unhappy with the service that we are providing. For obvious reasons we cannot respond to individual cases on NHS Choices, but if you would like to discuss this further please contact my team on hiowicb-hsi.mywillowexperience@nhs.net with your full name and date of birth and we will be happy to look into this for you. I do understand that you have found it difficult to find our online consultation system. I have included the link for this on our website https://access.klinik.co.uk/contact/the-willow-group. Please do contact our Patient Experience Team so they can support you with getting an appointment. We are sorry that you are unhappy with the service provided. Yours faithfully, Kevarnna Langridge Primary Care Governance Lead
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Review titled Impossible to contact you
Rated 1 star out of 5
by Anonymous - Posted on 25 September 2023
I have been trying to contact someone to discuss an issue about my mum's health (you have a written note of permission). I cannot get through by telephone, I always get cut off before getting below 10 in the queue. I keep filling in the online form (which I'm sure many people would find bewildering) but either get no response or a response which indicates the person replying has not understood the issue. I just need to talk to someone but it is utterly impossible to contact the Willow Group. My mum has just given up trying to contact you and feels she has been completely abandoned by the surgery.
Visited September 2023
Review titled The Willow Group
Replied on 26 September 2023
Dear Sir/Madam, Thank you for bringing your concern to our attention, I know this can be difficult and we do value all feedback. I am very sorry to hear that you are unhappy with the service that we are providing. For obvious reasons we cannot respond to individual cases on NHS Choices, but if you would like to discuss this further please contact my team on hiowicb-hsi.mywillowexperience@nhs.net with your full name and date of birth and we will be happy to look into this for you. We are sorry that you are unhappy with the service provided. Yours faithfully, Kevarnna Langridge Primary Care Patient Experience Manager
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Review titled Excellent - Thank You!
Rated 5 stars out of 5
by Audrey - Posted on 31 August 2023
When Gosport Medical Centre was merged with the Willow Group I was extremely apprehensive about the quality of care I would receive, based on negative comments I'd heard. I should not have listened. All the staff have been amazing; I've received excellent medical care and have been treated as human being, not just a number or a nuisance!! Thank you all very much indeed.
Visited August 2023
Review titled The Willow Group
Replied on 11 September 2023
Dear Audrey, Thank you so much for you wonderful comments. We will feed this back to the whole team. Yours sincerely Kevarnna Langridge Governance Lead
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Review titled Excellent Care
Rated 4 stars out of 5
by Anonymous - Posted on 11 May 2023
I used the e consult facility about a current health problem which I felt unwell with and concerned. The process was very smooth from contact via the telephone to then being seen promptly at Forton Medical Centre . I was seen by the practice registrar who listened, took history and gave me a thorough examination. She also sought advice from a partner in the practice. I felt reassured and able to go away and try the solution given. As I don't go to the doctor often I was impressed. Considering all the grief the NHS in general gets I never felt I was not getting the best care. Well done and thank you.
Visited May 2023
Review titled The Willow Group
Replied on 12 May 2023
Dear Patient, Thank you so much for you wonderful feedback. This will be shared with The Willow Group Team. Yours sincerely Kevarnna Langridge Patient Experience Manager
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Review titled Poor Admin
Rated 3 stars out of 5
by MR NMR HANNIGAN - Posted on 15 May 2023
I recieved an invitation this afternoon to attend the engagement evening to be held on Weds, but no time was indicated in the invitation. I had to trawl through the website to find out the details and when i tried to book a place none was available at either session. The lack of notice and the request for questions by tomorrow evening shows just how out of touch the practice is with modern life. I dont hang on my email account all day, and as i responded within the hour from getting the email, I can only assume there are a large number of dissatisfied patients champing at the bit to complain. If my own recent experience with the service is anything to go by, I can understand their concerns. A telephone consultation is totally inappropriate for joint injury assessment, etc. Face to face consultations are a must for persons of a certain age, as earlier diagnosis can have profound benefits, after all, our lives are getting shorter by the minute.
Visited May 2023
Review titled The Willow Group
Replied on 18 May 2023
Dear Mr Hannigan, Thank you for bringing your concern to our attention, I know this can be difficult and we do value all feedback. I am very sorry to hear that you are unhappy with the service that we are providing. I am sorry to hear that you received your invitation to the Patient Engagement event late. I have feed this back to our Communications Team. We are planning a new event in the near future and when we have a date, we will share this with our patients. All patients on the waiting list will be offered a ticket to the next event. For obvious reasons we cannot respond to individual cases on NHS Choices, but if you would like to discuss this further please contact my team on hiowicb-hsi.mywillowexperience@nhs.net with your full name and date of birth and we will be happy to look into this for you. Yours sincerely Kevarnna Langridge Primary Care Governance Lead.
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Review titled Poor service
by pepperrr36 - Posted on 25 May 2023
As a patient at the Willow Group 4 years ago it was impossible to get a doctor's appointment. I left and went with Gosport Medical Centre and had no problems. Now Gosport Medical Centre has been taken over by the Willow Group. First thing happens is the chemist has no response from the Willow Group for my repeat prescriptions. I contacted the Willow Group only to be told that they have no record of me ever being a patient, no current medication or repeat prescription. In the end they started me again as a new patient. I told them I had now run out of medication and it was 3 days before the chemist gave me emergency prescription which they said they should not really do. I've heard that there are 5 Willow Group surgeries in Gosport and prescriptions are only dispensed from one surgery, being Forton Road. How can one surgery keep up with prescriptions for 84 Thousand patients? As they have no record of my repeat prescriptions, god knows what trouble I will have next time or in the future getting repeat prescriptions.. If there was any other surgery in Gosport, I would immediately change.
Visited May 2023
Provided by Care opinion
Review titled The Willow Group
Replied on 26 May 2023
Dear Patient, Thank you for bringing your concern to our attention, I know this can be difficult and we do value all feedback. I am very sorry to hear that you are unhappy with the service that we are providing. For obvious reasons we cannot respond to individual cases on NHS Choices, but if you would like to discuss this further please contact my team on hiowicb-hsi.mywillowexperience@nhs.net with your full name and date of birth and we will be happy to look into this for you. There are now 5 sites within The Willow Group. Our Prescription Team is based at one site but there is a large team working within that site, which includes Prescription Clerks, Pharmacy Technicians and Pharmacists. They all work from one base to ensure there is a good relationship between the Prescription Team as a whole. We are sorry that you are unhappy with the service provided and hope I have gone some way to reassure you. Yours faithfully, Kevarnna Langridge Primary Care Patient Experience Manager
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Review titled I have been ignored
Rated 1 star out of 5
by Anonymous - Posted on 19 July 2023
I applied to register as new patient in Feb 2023 and still no one has contacted me. The confirmation email said that it could be up to 2 weeks.
Visited February 2023
Review titled The Willow Group
Replied on 20 July 2023
Dear Patient, I am sorry you have not heard from the surgery. We wouldn't usually contact a patient following a registration. Please contact the surgery on hiowicb-hsi.willowgroup@nhs.net with your full name and date of birth and the team will be able to support you further. We are sorry that you are unhappy with the service provided. Yours faithfully, Kevarnna Langridge Primary Care Patient Experience Manager