Willowbrook Medical Practice
Brook Street, Sutton-in-Ashfield, Nottinghamshire, NG17 1ESContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Professional and friendly
Rated 5 stars out of 5
by Steve Saunders - Posted on 09 August 2023
I was a patient at Willowbrook for many years and always found the staff and service to be friendly, efficient and helpful. I would recommend this Practice to others.
Visited July 2023
Review titled Willowbrook Medical Practice
Replied on 31 August 2023
Dear Steve, thank you for your positive comments about the staff and service here at Willowbrook Medical Practice. I have passed on your comments to the team. I know they will be pleased to receive your feedback. Thank you Jonathan Cummins Practice Manager
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Review titled Great staff, gone well above and beyond!
Rated 5 stars out of 5
by Phil - Posted on 13 June 2023
Went to see the physio about my shoulder issue. He knew straight away what the problem was. Gave me exercises to help relieve it and arranged further checks. Lovely lady at reception was very helpful to conclude the diagnosis through the physio. Both went above and beyond to help me. Very impressed!
Visited June 2023
Review titled Willowbrook Medical Practice
Replied on 26 June 2023
Dear Phil, thank you for your kind and positive review regarding your experience when contacting and visiting the practice. Thank you for your morale boosting comments which will be passed on to all the staff. Many thanks Jonathan Cummins Practice Manager
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Review titled Awful
Rated 2 stars out of 5
by Chris - Posted on 12 June 2023
Been waiting 3 days for a call and the moment they call me I’m on the phone to them trying to get in touch and then turn around and say I need to call back tomorrow. Awful service & very disappointing that a Dr can’t answer the phone for 3 minutes of his time to extend a sick note. Always get a generic response from the receptionist every single time. Just a slow office with lack of communication between the receptionists and doctors
Visited June 2023
Review titled Willowbrook Medical Practice
Replied on 26 June 2023
Dear Chris, 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 at our practice. 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 Dreadful service
Rated 1 star out of 5
by Anonymous - Posted on 30 June 2023
This practice used to be so good. Now they don’t care about their patients. Rude reception staff, dirty waiting areas, try and get a face to face doctors appointment, good luck!!
Visited June 2023
Review titled Willowbrook Medical Practice
Replied on 11 July 2023
Dear patient, thank you for your feedback. I am sorry to hear that you have experienced a poor service from this practice. I have recently joined the practice as practice manager and I am working with the different teams to improve the service we offer at the practice. As part of that initial work I am pleased to inform you that we offer face to face appointments with GPs. They can be booked via the NHS app and SystmOnline. Should you wish to discuss your concerns in more detail please do not hesitate to contact Stephanie, our Assistant Practice Manager, who will be pleased to assist you. Stephanie can be contacted on 01623 440018. I thank you for your feedback and assure you that I will be using patient feedback to improve the service we offer. Jonathan Cummins Practice Manager
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Review titled Rubbish Response to Patients
Rated 1 star out of 5
by Anonymous - Posted on 03 April 2023
Attempted to contact my GP in respect of making an appointment from 8.30am onwards . Took 75 calls, just to get into the appointment que! When in the appointment que, hanging on for 45 mins and counting just to speak to someone! . All this for a telephone appointment in 4 weeks time ! Absolutely rubbish , you can crawl into a corner 7 die for all they seem to care !
Visited April 2023
Review titled Willowbrook Medical Practice
Replied on 26 June 2023
Dear patient, thank you for your comments, I am sorry to hear of the difficulties you experienced when trying to access our service via telephone. I am working with our telephone service provider to the address the issues you have raised. We will be implementing a call back feature on the telephone system in the near future, this should ease some of the frustration with hanging on the telephone. We do experience a very high volume of calls every day, if you have access to the NHS app or SystmOnline you may find it easier to pre-book appointments using those systems. You can also access our service using the "contact us online" feature on our practice website. Thank you for taking the time to provide this feedback, we will use your feedback to try to improve the service we offer. Jonathan Cummins - Practice Manager
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Review titled Appointment cancelled without my knowledge
Rated 1 star out of 5
by Anonymous - Posted on 14 March 2023
I turned up for my appointment on time to find it had been cancelled and there was an earlier appointment where they recorded a no show. No apology or anything for messing me about. Concerned as they put me down as a no show for an appointment I didn’t even know about.
Visited March 2023
Review titled Willowbrook Medical Practice
Replied on 26 June 2023
Dear patient, thank you for your comments, I am sorry to hear of the difficulties you experienced when turning up for an appointment to find out it had been cancelled without your knowledge. Please contact Stephanie Chapman at our practice to discuss the issue you have raised and she will ensure that the entry for the "no show" is corrected. Thank you for taking the time to provide this feedback. Jonathan Cummins - Practice Manager
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Review titled Awful
Rated 1 star out of 5
by Anonymous - Posted on 27 February 2023
Been trying for a week to get my anti depressants,continually told the line is busy .....call back,don't even get in a que anymore...thanks for making me unwell!!!!
Visited February 2023
Review titled Willowbrook Medical Practice
Replied on 26 June 2023
Dear patient, thank you for your comments, I am sorry you were dissatisfied with the service you received. I am working with our telephone provider to address the issue raised about the queueing system on our telephone service. We are seeking to introduce a call back feature which should ease this situation in the future. Should you wish to discuss this further please contact Stephanie Chapman at our practice to discuss the issues you have raised. 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 Rude receptionist!
Rated 1 star out of 5
by Mrs C - Posted on 27 April 2023
I would not recommended this surgery. The reception staff are very snappy and rude, you are treated like an inconvenience. I called for my repeat prescription over the phone, the receptionist was extremely rude and snapped that I had rung the wrong line (my mistake). She very quickly changed her tone and offered to sort it for me to which I thanked her and agreed. I then popped into the Pharmacy 2 days later and it hadn’t even been requested! I would say this was done deliberately. Doctors are great here (if and when you can get an appointment) however reception staff are awful. They claim it’s the patients that are the issue but I have been on the receiving end of their bad attitude and seen them do it to many others too in the waiting room and it’s completely uncalled for. I would recommend people choose a better practice with kinder staff.
Visited February 2023
Review titled Willowbrook Medical Practice
Replied on 26 June 2023
Dear Mrs C, thank you for your feedback. I am sorry to hear of the manner your contact with the practice was handled by a member of our reception team. I also apologise that your prescription was not at the pharmacy as you had requested. Thank you for your positive comments regarding the doctors. It is reassuring to read that feedback. I will use your feedback in future training sessions with our reception team. Should you wish to discuss your concerns further please do not hesitate to contact Stephanie Chapman at our practice. Jonathan Cummins - Practice Manager
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Review titled Lack of care
Rated 3 stars out of 5
by Anonymous - Posted on 22 February 2023
Prescriptions sent to Skelmersdale not Sutton-in-Ashfield where I live. Repeatedly asked for this Skelmersdale pharmacy to be taken off of my records. Today's Prescription sent to Skelmersdale again. Why !
Visited February 2023
Review titled Willowbrook Medical Practice
Replied on 26 June 2023
Dear patient, I am sorry to hear of this error and that we have not dealt with your previous requests to have the incorrect pharmacy details removed from your records. To resolve this please contact Stephanie Chapman at our practice. Thank you for taking the time to provide this feedback. Jonathan Cummins - Practice Manager
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Review titled Unorganised
Rated 1 star out of 5
by Mark Guest - Posted on 11 January 2023
Had to go to AE as my heart beat went to 146 a minute, had a 10 hour wait and was given treatment to sort it out , got to say kingsmill was under a lot of pressure and was outstanding, they told me willowbrook would contact me due to it being a heart issue. Rang for a note for work and explained the situation the Dr rand the next day and again explained the situation and issued a electronic note. 10 minutes later I got a call saying I need to see a Dr face to face but couldn't do it then , I had to ring the receptionist, I did and was told the next appointment available was in two weeks, or ring in the morning to get a telephone appointment ( what chance have I got to get that) I had just talked to a Dr on the phone twice so why couldn't it be sorted then , so I'm waiting two weeks for a possible heart issue to reappear and go to Kingsmill again. This is no good for my mental health and causing me more stress and anxiety.
Visited January 2023
Review titled Willowbrook Medical Practice
Replied on 26 June 2023
Dear Mark, thank you for your comments, I am sorry to hear of the difficulties you experienced when accessing our service at Willowbrook. I am sorry to hear that this created more stress and anxiety for you. To enable me to look into this further would you please contact Stephanie Chapman at our practice to discuss the issues you have raised. Thank you for taking the time to provide this feedback, we value all feedback and use it to work to improve our service to patients. Jonathan Cummins - Practice Manager