The Windmill Practice
Beaumont Street, Nottingham, Nottinghamshire, NG2 4PJContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Excellent example of the system working
Rated 5 stars out of 5
by Anonymous - Posted on 13 June 2024
Appointment booked at a time that suited me, GP was thorough, helpful and efficient with relevant follow up tests booked. All results back and reported on within a few days and a follow up review booked. Cannot fault the service from the booking team and the GP.
Visited June 2024
Review titled The Windmill Practice
Replied on 13 June 2024
Dear Anonymous, Thank you so much for taking the time to leave us such a lovely review. I'm so pleased you had an efficient experience with us. This will be share with the rest of the team. Kim Smith - Practice Manager
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Review titled This pratice is affecting my mental health.
Rated 1 star out of 5
by Anonymous - Posted on 09 May 2024
My recent experiences with The Windmill Practice have left me beyond frustrated. I've been trying to get an appointment for two whole months now, two months!, and it feels like banging my head against a brick wall. I started calling right at 8:00 AM, and it wasn't until 8:40 AM—40 minutes later—that I finally got through the queue, only to be the tenth person in line. Like always. And it's not just today—it's been like this every single day for the past two months. Every time I manage to speak to the receptionist, they tell me all the appointments are gone. And forget about trying to book one for next week. I even offered to book appointments months in advance, but they won't let me. I'm sure I'll receive the same response from the practice manager, assuring me that they're doing their best with the resources they have. But frankly, it's not good enough. If they're struggling to keep up with the demand, they need to hire more staff. And if budget constraints are the issue, perhaps they should consider tightening their own belts before making their patients suffer. It's simply not fair that people should have to jump through hoops and endure endless frustration just to see a doctor. Please, dear manager, do not write "it is an anonymous comment, if you contact me we can discuss your experience" because it is an even more offensive and inexplicable response. You are the manager, it is your job, you are paid to manage the clinic and the reviews posted everywhere, both here on the NHS website and on Google, show the disastrous results of the management. And I do not want preferential treatment, I do not want to contact you to have my problem resolved, you should solve the problem for all patient of your clinic. Something needs to change—and fast.
Visited May 2024
Review titled The Windmill Practice
Replied on 13 May 2024
Dear Anonymous, I'm sorry to hear that you have had trouble arranging an appointment. We experience a very high number of calls every single day and we are doing the best we can with the resources we have. One morning last month we had nearly 500 calls in the first hour of the day - I'm sure you'll understand that this is an impossible level of demand that no reasonable amount of extra phone lines, PCs, reception staff or doctors could satisfy, even if we had the funding and space for them. We have recently recruited 3 new receptionists but we are often chronically short staffed on reception as we have trouble recruiting and retaining them due to the pressures of the job. We aim to have 3-5 receptionists answering calls at peak times but this has not been possible for quite some time. We purposely cap the call queue at 10 callers following feedback from patients that they don't want to be on hold for longer than this. If your call is urgent please persevere. We have appointments released daily for same day appointments and 7 days' ahead and also have access to overflow appointments with the GP+ service. If your request is routine, you can submit a request via our website and we will respond within 7 days. We also have daily minor illness clinics with a nurse prescriber who can deal with many common issues. Pharmacies are also able to help with several minor complaints. Unfortunately we do not have enough appointments for every patient who wants one. This is out of the control of the practice so we are recommending that any patient complaints about access or appointment availability write to their MP to direct their frustration there. We hope that in time primary care will be adequately funded and resourced. As a patient, you have been made aware of the situation with the practice contract. This was partly due to financial constraints, so unfortunately there was no further "tightening our own belts" to be done without resulting in staff redundancies, which I'm sure you'll agree would make it even harder for you to get an appointment. Yours sincerely, Kim Smith - Practice Manager
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Review titled Frustrating and Stressful
Rated 2 stars out of 5
by Anonymous - Posted on 27 March 2024
The staff at the practice, overall, are excellent, and I don't believe any of the issues are their fault. The reception staff can sometimes be a little short tempered, but I imagine I would be if I had to work in such conditions and receive constant abuse for things that are not my fault. The systems and process at the practice are inaccessible, unsustainable, and not fit for purpose. It's almost impossible to get an appointment, and even harder to join the phone queue in the first place, which is capped at 10 calls. It would be much simpler and more efficient to allow more patients to join the queue so that we can get on with other tasks while we wait the inevitable 45-minutes+ wait, rather than spending 45 minutes re-dialling and re-dialling. For a person living with multiple chronic illnesses, who frequently needs to contact the practice to arrange appointments for checks, tests, reviews, and treatment, it is very stressful, anxiety inducing, and time consuming. I feel like I'm a nuisance and burden for constantly calling up and having to try three or four times a week to get an appointment for one thing. It would be much easier and more efficient, for patients and staff, if we could book advance appointments online - this would also free up the phone lines at 08:00 for urgent appointments.
Visited March 2024
Review titled The Windmill Practice
Replied on 28 March 2024
Dear Patient, I completely empathise with your situation and we are aware that patients have difficulty in accessing appointments. We have experimented with increasing the number of patients in the phone queue, but this sadly led to increased levels of abuse from patients because they were spending even longer in the queue, to then often be told that we have reached our safe capacity for the day. We have had to switch off online booking since the start of the pandemic because all appointments need to be triaged to ensure that patients are booked into the correct type of slot, the most appropriate clinician and the correct appointment duration. When this doesn't happen it wastes appointments and inconveniences patients. It also leaves zero appointments left for those on the phone, again increasing the levels of abuse. We have chronic staff shortages on reception due to the difficulty in recruiting and retaining - this has an impact on the waiting times on the phone too. Unfortunately we do have a limited number of appointments released each day for the same day, and for 7 days ahead, plus access to the GP+ overflow service. With a population of over 11,000 we do not have enough appointments for all patients that ask for one. One day in the last few weeks, we received nearly 500 calls in the first hour of the day. This is unsustainable and we cannot cope with that level of demand, even with several more doctors and receptionists. We are recommending that any patients who complain about access and appointments write to their local MP and ask that primary care is more adequately funded as it is not a problem I can solve at practice level and affects the vast majority of practices across the country. We hope the near future brings increased funding to allow us to provide a better service to patients. Kim Smith - Practice Manager
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Review titled Trying 5 days to get cancer test
Rated 2 stars out of 5
by Anonymous - Posted on 15 March 2024
Trying 5 days to get a simple blood test for prostate cancer can't get anywhere reception keep telling me different things father died of prostate cancer so high risk hopeless not ringing any more
Visited March 2024
Review titled The Windmill Practice
Replied on 25 March 2024
Dear Patient, We are unable to respond to online anonymous reviews as we have no means to investigate. Please contact me at the practice if you wish to discuss your experience. Kim Smith - Practice Manager.
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Review titled Not very good
Rated 1 star out of 5
by Anonymous - Posted on 05 March 2024
You call up at 7.59/8.00 to be in queue 9, don't get how it works, I was on hold for an hour and half just to get to 1 and all appointments were gone and you can't book 7days a head as it says on the website nothing else is offered accept ring another practice that your not even with, and 1 of the reception ladies is lovely and the other is rude for no reason, babys and children arnt a priority, they just send you to A N E, I just don't understand it at all.
Visited February 2024
Review titled The Windmill Practice
Replied on 11 March 2024
Dear Anonymous, I'm sorry to hear that you have had trouble arranging an appointment. We are experiencing a very high number of calls daily and we are doing the best we can with the resources we have. We have recently received as many as 500 calls in the first hour of the day. This is clearly unmanageable. We have recently recruited 3 new receptionists but we are chronically short staffed on reception as we have trouble recruiting and retaining them due to the pressures of the job. We aim to have 3-5 receptionists answering calls at peak times but this has not been possible for quite some time. We purposely cap the call queue at 10 callers following feedback from patients that they don't want to be on hold for longer than this. If your call is urgent please persevere. We have appointments released daily for same day appointments and 7 days' ahead and also have access to overflow appointments with the GP+ service. If your request is routine, you can submit a request via our website and we will respond within 7 days. We do not ask patients to call other practices so I'm afraid you may have misunderstood the receptionist telling you about the GP+ service, but we can book you in directly there, there is no need for you to call anywhere else. Unfortunately we do not have enough appointments for every patient who wants one. This is out of the control of the practice so we are recommending that any patient complaints about access or appointment availability write to their MP to direct their frustration there. We hope that in time primary care will be adequately funded and resourced. Yours sincerely, Kim Smith - Practice Manager
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Review titled Excellent care and support
Rated 4 stars out of 5
by Anonymous - Posted on 17 April 2024
I came to get my mental health assessed and it was a very supportive experience. From the receptionists to the doctors, all have been super helpful and caring whenever I’m come to visit here. They make the time to hear what you have to say and the doctors are very empathetic to any issues I’ve had. Nothing but positivity about the place.
Visited January 2024
Review titled The Windmill Practice
Replied on 17 April 2024
Dear Patient, Thank you so much for taking the time to leave such a lovely review. This has been shared with the rest of the team. Kim Smith - Practice Manager
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Review titled Reception Staff
Rated 5 stars out of 5
by Skye H - Posted on 18 January 2024
I never leave reviews but I want to commend and thank the staff on reception for being friendly, compassionate and professional. On more than one occasion they have gone the extra mile for me, and I just wanted to say, I appreciate you.
Visited January 2024
Review titled The Windmill Practice
Replied on 22 January 2024
Dear Skye, Thanks so much for taking the time to leave a lovely review. Kim Smith - Practice Manager
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Review titled You cant get an appointment here
Rated 1 star out of 5
by Anonymous - Posted on 24 October 2023
Rang the practice a few weeks ago, told no appointment available but a dr phone appointment for the following week They didn't call, rang a few days later to be told to get to the dr tried calling but no answer and only option is to be at the practice at 7.30am to maybe get appointment that day So if you're struggling with arthritis and mobility dont expect to see a dr at this place
Visited October 2023
Review titled The Windmill Practice
Replied on 31 October 2023
Dear Anonymous, I'm sorry to hear that you have had trouble arranging an appointment. We are experiencing a very high number of calls and we are doing the best we can with the resources we have. We have recently recruited 2 new receptionists. We have 3-5 receptionists answering calls at peak times. We purposely cap the call queue at 10 callers following feedback from patients that they don't want to be on hold for longer than this. If your call is urgent please persevere. We have appointments released daily for same day appointments and 7 days' ahead and also have access to overflow appointments with the GP+ service. If your request is routine, you can submit a request via our website and we will try to respond within 7 days. Unfortunately we do not have enough appointments for every patient who wants one. This is out of the control of the practice so we are recommending that any patient complaints about access or appointment availability write to their MP to direct their frustration there. We hope that in time primary care will be adequately funded and resourced. If you'd like to contact me directly at the practice so I can investigate your complaint, then please do so. Yours sincerely, Kim Smith - Practice Manager
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Review titled Appointments isse and taking seriously patients
Rated 1 star out of 5
by Anonymous - Posted on 28 July 2023
July update. I've been trying to get appointment for three days in a row. First at 8:45 am I've been told to call next day at 8am. Second day and third day several calls at 8:10am, 8:15am, 8:24am no reply "due hight demand" automatic reply. How would you expect people to book anything? Same issue since March. Chest infection no one competent enough to properly check it up. I' have been coughing for 4 weeks now and in last few days it's gotten worse.. hight temperature, shortnes of breath strange whistle sounds when taking breaths.. so it's clearly not cold or flu. I had chest infection in past and looks exactly as I'm having now and I need to be assessed and prescribed something stronger that paracetamol. What I'm advised to do? Get some rest... I'm not having my first illness to be educated like toddler.
Visited July 2023
Review titled The Windmill Practice
Replied on 15 August 2023
Dear Anonymous, I'm sorry to hear that you have had trouble reaching us by telephone. We are experiencing a very high number of calls and we are doing the best we can with the resources we have. We currently have two vacancies in our reception team which we are actively recruiting for. We have 3-5 receptionists answering calls at peak times when we are fully staffed. We purposely cap the call queue at 10 callers following feedback from patients that they don't want to be on hold for longer than this. If your call is urgent please persevere. We have appointments released daily for same day appointments and 7 days' ahead and also have access to overflow appointments with the GP+ service as well as a community pharmacy service we can book into. Your problem could be booked into one of the nurse clinics we run daily for all minor illness and injury or would be suitable for the Urgent Care Centre which is open 7 days a week. If your request is routine, you can submit a request via our website and we will respond within 7 days. As you have left an anonymous complaint, I'm unable to investigate your exact circumstances but if you'd like to contact me directly at the practice, then please do so. Yours sincerely, Kim Smith - Practice Manager
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Review titled poor system
Rated 1 star out of 5
by Anonymous - Posted on 09 July 2024
my wife has been trying to get to see a doctor qiute a few times only to be told there is nothing and has been told to go to the walk in centre when she is in pain she hardly sleeps at night when you phone up then get told there is no appointments left how can you be in que 9 or 10 at eight o clock they should start letting you book in advance like the nhs said on their website
Visited May 2023
Review titled The Windmill Practice
Replied on 10 July 2024
Dear Anonymous, I'm sorry to hear that you have had trouble arranging an appointment. We experience a very high number of calls every single day and we are doing the best we can with the resources we have. One morning last month we had nearly 500 calls in the first hour of the day - I'm sure you'll understand that this is an impossible level of demand that no reasonable amount of extra phone lines, PCs, reception staff or doctors could satisfy, even if we had the funding and space for them. We are actively recruiting for new receptionists but we are often chronically short staffed on reception as we have trouble recruiting and retaining them due to the pressures of the job. We aim to have 3-5 receptionists answering calls at peak times but this has not been possible for quite some time. We purposely cap the call queue at 10 callers following feedback from patients that they don't want to be on hold for longer than this. If your call is urgent please persevere. We have appointments released daily for same day appointments and 7 days' ahead and also have access to overflow appointments with the GP+ service. If your request is routine, you can submit a request via our website and we will respond within 7 days. We also have daily minor illness clinics with a nurse prescriber who can deal with many common issues. Pharmacies are also able to help with several minor complaints. Unfortunately we do not have enough appointments for every patient who wants one. This is out of the control of the practice so we are recommending that any patient complaints about access or appointment availability write to their MP to direct their frustration there. We hope that in time primary care will be adequately funded and resourced. Yours sincerely, Kim Smith - Practice Manager