Willowbrook Medical Practice
Brook Street, Sutton-in-Ashfield, Nottinghamshire, NG17 1ESContact details and opening times
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Reviews
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Review titled Another appointment cancelled
Rated 1 star out of 5
by M Guest - Posted on 26 November 2024
Been waiting for a blood test for months , 3rd one cancelled today, surely they can get someone in to do blood tests , organised my own blood test at kingsmill , got in straight away, surely they could tell patients to do the same .
Visited November 2024
Review titled Willowbrook Medical Practice
Replied on 24 December 2024
Dear M Guest, Thank you for sharing your feedback. I’m really sorry to hear about the ongoing delays and the repeated cancellations of your blood tests. I completely understand how frustrating this must be. Unfortunately, due to staffing shortages, we've been struggling to keep up with the demand, but we are working hard to resolve the situation. I appreciate you arranging your own blood test at Kings Mill and I will certainly pass your suggestion on to our reception team. If you would like to discuss your experience further in person, please feel free to contact Stephanie Chapman, our Patient Engagement & Complaints Manager, at 01623 440018. Kind regards Jonathan Cummins Practice Manager
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Review titled Appointments cancelled
Rated 3 stars out of 5
by M Guest - Posted on 14 November 2024
Doctor requested I have a urgent blood test booked in for 28/10/2024 cancelled on the same day due to unforseen circumstances, rebooked for 18/11/2024 , cancelled again 12/11/2024 again due to unforseen circumstances, rebooked for 02/12/2024 not good saying I need a urgent blood test , probably be in hospital for Christmas at this rate with the most un organised doctor in the area.
Visited October 2024
Review titled Willowbrook Medical Practice
Replied on 24 December 2024
Dear M Guest, Thank you for sharing your feedback. I’m sorry to hear about your disappointing experience when attempting to have an urgent blood test at Willowbrook Medical Practice. Recently, we have faced a number of staff absences due to illness, and I apologise for how this has affected your appointment. To address this, we have hired temporary staff to assist with managing the backlog. If you would like to discuss your experience further in person, please feel free to contact Stephanie Chapman, our Patient Engagement & Complaints Manager, at 01623 440018. Kind regards Jonathan Cummins Practice Manager
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Review titled Amazing support from nurse practicioner
Rated 4 stars out of 5
by Anonymous - Posted on 15 October 2024
After several upsetting weeks, tests and results can I congratulate R on her excellent care and support, going the extra mile and supporting me with concerns I had. She then followed up with calls and managed a gp appt for next week to follow it through. Absolutely so grateful for her person centred reassurance and such supportive care. Thankyou.
Visited October 2024
Review titled Willowbrook Medical Practice
Replied on 21 October 2024
Dear patient, Thank you for your kind comments, these have been passed to the staff member concerned. We are always grateful for patient feedback and appreciate the time you have taken to provide this. Jonathan Cummins Practice Manager
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Review titled Excellent service
Rated 5 stars out of 5
by Anonymous - Posted on 06 November 2024
I've seen loads of negative posts about how long it takes to get through to make an appointment. I would like to say that today I called at 8.35 and I was number 11 in the queue. Before 8:38 I was through to a receptionist. I requested a call back from a practise as I didn't feel my condition warranted a GP call. I was told I would be put on the list and expect a call throughout the day. At 8:50 I received a call back, was diagnosed, and a prescription sent direct to the pharmacy I use. All with in less than 30 minutes. Well done Willowbrook. Credit where credit is due.
Visited October 2024
Review titled Willowbrook Medical Practice
Replied on 07 November 2024
Dear patient, Thank you for your feedback regarding your recent experience at Willowbrook Medical Practice. It was really positive to receive your comments and I will pass your feedback to the whole team. We installed a new telephone system in the practice in September 2024 and it is reassuring to hear that you experienced an efficient response to your call. Many thanks for taking the time to provide your feedback. Jonathan Cummins Practice Manager
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Review titled Appointment
by Anonymous - Posted on 16 October 2024
Phone 8.30 am on the 16th October 2024 said doctor will call back got a call at 4.03 pm said hello and they hung up called the surgery to be told had to make another appointment as doctor had called twice which is not the case I only got one call to which when I answered they hung up the surgery us useless the receptionists talk down to you and ask you why you want to see the doctor what about patient confidentiality and it seems the doctors lie to the receptionists saying they rang twice I am diabetic will depression and chronic pain and wanted to be seen not a phone appointment how can they assess me over the phone the surgery needs closing down for good
Visited September 2024
Review titled Willowbrook Medical Practice
Replied on 21 October 2024
Dear patient, thank you for your comments. I am sorry you were dissatisfied with the service you received on 16th October 2024. To enable me to look into this further would you please contact Stephanie Chapman, our Patient Engagement & Complaints Manager on 01623 440018. Stephanie will investigate your complaint and will respond to you directly. We are always grateful for patient feedback and appreciate the time you have taken to provide this. Jonathan Cummins Practice Manager
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Review titled Prescription chaos
Rated 1 star out of 5
by Mark - Posted on 28 May 2024
Chemists are now asking for a five days before they can sort your prescription, I put my online order in on the 17th May, Chemist didn't recieve it till 22nd May, sat four days at willowbrook. Didn't get it till 25th May, absolutely disorganised establishment.
Visited May 2024
Review titled Willowbrook Medical Practice
Replied on 21 October 2024
Dear Mark, Thank you for your feedback. I am sorry to hear that you experienced problems when ordering your prescription. We have worked closely with the local chemists over the last six months to address issues such as the one you raised. If you are still experiencing difficulties when ordering your medication please do not hesitate to contact Stephanie Chapman, our Patient Engagement & Complaints Manager on 01623 440018. We are always grateful for patient feedback and appreciate the time you have taken to provide this. Jonathan Cummins Practice Manager
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Review titled Go to a&e because that is where they will send you
Rated 1 star out of 5
by Anonymous - Posted on 25 April 2024
There is nothing more important to us than you, our patients. We want to be there for you whenever you need us....... Or so they quote. My final visit I was told to go to a&e to get a tetanus jab having been bitten by a dog. My leg was not even looked at. This was the final straw as the pharmacy next door told me what I needed and that I should go back to the surgery for it. This was the second time of being sent to a&e , the first being when I suffered severe diverticulitus for 6 weeks. On both occasions the surgery was quiet and I could have come back at another time. Having begged to see someone when suffering with diverticulitus, I managed to see a doctor a few days later, who told me I should have come sooner. Did he not think that I had been trying for weeks but could not get past the bouncers on reception. There is never a welcome greeting and staff showed a could not careless attitude. Thank god I managed to find another surgery where the staff at least are helpful, smiling and show concern.
Visited March 2024
Review titled Willowbrook Medical Practice
Replied on 21 October 2024
Dear patient, thank you for your comments. I am sorry you were dissatisfied with the service you received. To enable me to look into this further would you please contact Stephanie Chapman, our Patient Engagement & Complaints Manager on 01623 440018. We are always grateful for patient feedback and appreciate the time you have taken to provide this. Jonathan Cummins Practice Manager
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Review titled No one cares
Rated 2 stars out of 5
by Anonymous - Posted on 31 January 2024
Made an appointment to see GP first appointment face to face was in three weeks (had no choice but to take it and wait) three weeks came and guess what reception rang to cancel making my appointment now for four days time. So in all I've had to wait near on a month which causes stress and anxiety as I've had a mild stroke. But no one cares no one gives a dam receptioninst saying sorry but that doesn't help my condition. Your seen quicker ringing 111 or taking yourself off to a&e perhaps this is the idea???? Makes you wonder when you have to wait a month to see a GP and what's the reason behind it?
Visited January 2024
Review titled Willowbrook Medical Practice
Replied on 04 April 2024
Dear patient, Thank you for your feedback. I am sorry to hear that you had to wait a month to see a GP. We offer a variety of pre-bookable routine appointments and urgent same day appointments. In common with many NHS providers we experience very high demand for all appointments and unfortunately this does mean that patients wait longer than we or they would want. We value your feedback and have been working with the NHS General Practice Improvement Programme to try to improve the services we offer to our patients. Should you wish to discuss your feedback in person please do not hesitate to contact our Complaints Manager Stephanie Chapman. Thank you Jonathan Cummins Practice Manager
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Review titled 15 in the que!!!!!
Rated 2 stars out of 5
by Natasha Davis - Posted on 04 January 2024
so im 15 in the que this morning took 11 minutes for the phone to be answered (usually your waiting 30 minutes if you are 15 in the que, upon the phone being answered its the deliberately put down as im about to say “hello” this has happened before in the past… absolutely disgusting! Not only to complain about this but the doctors also medically gaslight you and everything is down to “anxiety” they do not like referring you to specialists, i feel that not all but most gps are incompetent and lack care, you know when something is wrong with you but you are not listened to and wonder why people are dying due to lack of care! Joke of a practice!
Visited January 2024
Review titled Willowbrook Medical Practice
Replied on 04 April 2024
Dear Natasha Davis, Thank you for your feedback regarding our service at Willowbrook. I am sorry to hear of the difficulties you have experienced when telephoning the practice. We have listened to the feedback from our patients and we have been approved by the NHS to upgrade our phone system. This should be completed by June 2024. We trust that the new system will improve the service our patients receive. I am sorry to hear that you feel most of the GPs are incompetent. Should you wish to raise any issue regarding an individual GP please do not hesitate to contact our practice Complaints Manager - Stephanie Chapman. We value all feedback and have been working with the NHS General Practice Improvement Programme to bring improvements to the service we offer to patients. Kind regards Jonathan Cummins Practice Manager
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Review titled Good service
Rated 5 stars out of 5
by Anonymous - Posted on 11 July 2023
My hubby and I have always had excellent treatment from the doctors at Willowbrook both now and in the past. Recently we have had more contact with the pharmacist and again have been pleased with the service. Phoning the surgery can be a nightmare (23rd in the queue first attempt and 7th at the second attempt) with a telephone appointment offered for 6 days later. I considered this too long to wait and advice given by the receptionist was to ring 111 which I did. I was directed to Kings Mill Hospital and treated at Same Day Emergency Care. And..... a follow up call from a doctor at Willowbrook the next day to check if I was OK. All good reasons why we are patients at Willowbrook Medical Practice.
Visited July 2023
Review titled Willowbrook Medical Practice
Replied on 19 July 2023
Dear patient, thank you for your positive feedback. I am pleased to hear that your experiences when dealing with our team here at Willowbrook have been excellent. I appreciate your feedback regarding our telephone system. We are working with our system suppliers to see if this can be improved. I have passed on your comments to our practice team. Thank you for taking the time to comment via this site. Kind regards Jonathan Cummins Practice Manager