Willows Health
184 Coleman Road, Leicester, Leicestershire, LE5 4LJContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Felt rushed, not a great help
Rated 2 stars out of 5
by Anonymous - Posted on 27 September 2023
Took my daughter who was suffering with spots, looked very much like chicken pox. Doctor barely took notice of the spots/blisters. Told me a viral infection (surprise, surprise!) Sent prescription for cream to relieve itching straight over to pharmacy. Half hour later pharmacy tell me they don't have it but took my number and promised a text or call once prescription is ready. Now almost 27 hours later I still don't have that prescription!
Visited September 2023
Review titled Willows Health
Replied on 28 September 2023
Dear valued patient, Thank you for taking the time to share your feedback with us. We sincerely apologise for any inconvenience you experienced regarding the pharmacy not calling you back in a timely manner. We understand how important it is to receive prompt and efficient service when it comes to healthcare, especially when your daughter's well-being is at stake. We appreciate your patience and would like to assure you that we take this matter seriously. Upon reviewing your feedback from your visit in September 2023, we have identified the issues you encountered with the doctor's response and the delay in receiving your prescription. We would like to emphasise that we are committed to providing the highest quality of clinical care and service to our patients, and are sorry that the clinical care / diagnosis of your daughter's symptoms were not to your satisfaction. Please be informed that while we are responsible for prescribing the necessary medication, the pharmacy is a separate entity responsible for dispensing and fulfilling prescriptions. However, we apologise for any miscommunication or inconvenience caused during this process. In order to address this matter promptly, we would like to offer our assistance in contacting the pharmacy to ensure that they are aware of the situation and take the necessary steps to rectify it. We would be grateful if you could kindly contact us on wh.feedback@nhs.net with your daughters information so that we may investigate this further. Once again, we apologise for the inconvenience you have experienced and would like to assure you that we are dedicated in resolving this issue. We value your feedback and will use it to improve our services in the future. If you have any further concerns or questions, please do not hesitate to reach out to us. We appreciate your understanding and look forward to resolving this matter to your satisfaction. Best wishes, Sarah. Patient Engagement Team, Willows Health.
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Review titled Easy access to where I live
Rated 4 stars out of 5
by Juliette Brade - Posted on 06 October 2023
This is the only surgery I have used since I relocated to the United Kingdom from Montserrat. It’s 2 mins walk from my house. Suffer from diabetes and high blood pressure so I find it ideal for me. Two months ago my blood pressure was extremely high and I went to the office told them what my issue was and was seen immediately. They were able to call the ambulance for me as I was panicking because I was home by myself. The care I got from those on duty was second to none until the ambulance arrived and took me to the hospital. I can walk next door and request my repeat prescriptions which are sent to the pharmacy of my choice which delivers to my home. I have no problems with my surgery as there is always someone there to attend to my needs sbd give me advice or reassurance.
Visited May 2023
Review titled Willows Health
Replied on 29 October 2023
Dear Ms Brade, Thank you for sharing your positive experience with your surgery. It's great to hear that the location is convenient for you and that the staff at the surgery provided prompt and excellent care when your blood pressure was high. I hope that the fact that they were able to call an ambulance for you shows our commitment to your well-being. It's also wonderful to know that you can easily request repeat prescriptions and have them delivered to your home. Having someone available at the surgery to attend to your needs and provide advice or reassurance is definitely a valuable aspect of quality healthcare. We appreciate your feedback and hope that your positive experiences continue at our surgery. If you have any further questions or need assistance, please feel free to reach out. Best regards, Sarah. Patient Engagement Team.
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Review titled Terrible practice
Rated 1 star out of 5
by Anonymous - Posted on 03 March 2023
I have never had a good experience with this practice. I am told I need to book on the day but it is impossible to get through on the phone until 9.15am. Even then you do not get an appointment, you are told a dr will call you 'at some point today'. I work and my son is at nursery so when I make an appointment for either of us I do not have the time to sit around all day waiting. I have never seen a dr face to face at this surgery. When I have asked to, after eventually being called by a dr in the afternoon, I am told the face to face appointments have all gone for the day. Last time, I missed the call from the dr. They only called once from the surgery phone no. and left a voicemail saying to call back, leaving no other contact no. When I called the surgery it says it is closed for an hour for lunch time. What a waste of everyone's time. The receptionists are also massively unhelpful and are not fit for the job. I am trying to find another surgery for myself and my son to move to.
Visited March 2023
Review titled Willows Health
Replied on 03 April 2023
Dear Patient, We are very sorry to hear that your recent experience with The Willows Medical Centre did not reflect the standards in which we aim to work. Our patient’s experience is of paramount importance to us, and we would like to thank you for bringing your concerns to our attention. It would be much appreciated if you could kindly send a message to our Patient Service team at: wh.feedback@nhs.net to enable us to address and investigate your concerns fully. Again, we would like to thank you for your valuable feedback and for allowing us the opportunity to resolve your concerns. Yours Sincerely, The Willows Medical Centre Patient Service and Quality Team.
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Review titled Good practise
Rated 5 stars out of 5
by Pratibha Niravane - Posted on 06 October 2023
Hi I am a type 2 diabetic and have been with this surgery for a very long time and I get good service I am happy with the staff.
Visited March 2023
Review titled Willows Health
Replied on 29 October 2023
Dear Pratibha Niravane, Thank you for sharing your positive experience with our surgery. We are glad to hear that you have been receiving good service and are satisfied with our staff. If you have any further feedback or if there's anything else we can assist you with, please let us know. Best wishes, Sarah. Patient Engagement Team, Willows Health.
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Review titled Helpful security man
Rated 3 stars out of 5
by Donna - Posted on 03 March 2023
I work around practices in my professional field and I can truly say this gentleman is a credit to your service. Nothing is too much trouble if I have any issues and always delivers with a smile. Keep up the good work.
Visited February 2023
Review titled Willows Health
Replied on 03 April 2023
Dear Patient, Thank you for taking the time to provide such positive feedback on our service. Patient experience is of paramount importance to us, and it is lovely to hear where patients have had a good experience. This helps us to know what patients value, what we are doing right and helps provide a much-needed morale boost to our teams during these unprecedented times. I have therefore shared your comments with all the staff at Willows Medical Centre this morning. We would like to thank you again for your feedback. With kindest regards, Willows Medical Centre Patient Service and Quality Team.
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Review titled Very kind, supportive , Staff & Doctors
Rated 4 stars out of 5
by A..Shaheen - Posted on 24 February 2023
I have been dealt and heard with kindness, and in a helpful manner at all times, my enquiries have always been sorted out, Doctors always listen and have great patience especially who I spoke with today, I know I cannot mention names , I am very happy with the service provided...thank you...Willows Practice
Visited February 2023
Review titled Willows Health
Replied on 26 February 2023
Dear Patient, Thank you for taking the time to provide such positive feedback on our service. Patient experience is of paramount importance to us, and it is lovely to hear that patients have had a good experience. This helps us to know what patients value, and what we are doing right and helps provide a much-needed morale boost to our teams during these unprecedented times. I have therefore shared your comments with all the staff at Willowbrook Health Medical Centre this morning. We would like to thank you again for your feedback. With kindest regards, The Willows Health Medical Centre Patient Service and Quality Team.
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Review titled Never answered the phone
Rated 1 star out of 5
by Anonymous - Posted on 16 February 2023
this is the worst service i have had they would not give me an appointment and asked me to use the app which doesn't work and then was on hold for 2 hours is anyone working at the place or not
Visited February 2023
Review titled Willows Health
Replied on 26 February 2023
Dear Patient, We are very sorry to hear that your recent experience with The Willows Medical Centre did not reflect the standards we aim to work with. Our patient’s experience is of paramount importance to us, and we would like to thank you for bringing your concerns to our attention. We are deeply disappointed that your experience of our staff has not met with your expectations. We will be sharing your feedback with our wider team and will use this as an opportunity to remind our staff of our customer service training to uphold and improve our service standard. Our phone lines tend to be at its busiest between the hours of 8-9am and the practice can receive up to 300 calls just in this first hour. We ask patients that require a routine appointment to call in after this time to help relieve pressures off the appointment system. Alternatively, the practice has also introduced the ‘Queue Buster’ option. This option allows you to disconnect your call but will hold your position in the queue. Once a member of our team becomes available the automated system will call you back on your dialled line to connect you with a member of our team. It is our hope that this system, when utilised effectively will help minimise the pressures off our phone lines and help patients with our queueing system. Due to demand in service, our appointments can get booked very quickly. This is due to changes at a national level. Unfortunately, currently there is little we can do to increase the number of appointments that we offer as this is sadly beyond our control. Nevertheless, we will continue to review our appointment system to see if we can improve the way in which our service is offered. Again, we are very sorry for your experience, and we would like to thank you for your valuable feedback and for allowing us the opportunity to reflect on the service that we offer. Yours Sincerely, The Willows Medical Centre Patient Service and Quality Team.
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Review titled Shocking practice
Rated 1 star out of 5
by Anonymous - Posted on 23 January 2023
Every time I have called the surgery, I have to wait at least 15 minutes and that’s not even during peak times. I had been trying to get my first midwife appointment since December and they offered me a date in February which is very late. No apologies, staff didn’t seem to care, overall it’s not a good service and I would not recommend.
Visited January 2023
Review titled Willows Health
Replied on 26 February 2023
Dear Patient, We are very sorry to hear that your recent experience with The Willows Medical Centre did not reflect the standards we aim to work with. Our patient’s experience is of paramount importance to us, and we would like to thank you for bringing your concerns to our attention. It would be much appreciated if you could kindly send a message to our Patient Service team at: wh.feedback@nhs.net to enable us to address and investigate your concerns fully. Again, we would like to thank you for your valuable feedback and for allowing us the opportunity to resolve your concerns. Yours Sincerely, The Willows Medical Centre Patient Service and Quality Team.
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Review titled A wast of space.
Rated 1 star out of 5
by Anonymous - Posted on 05 February 2023
Since having a lovely brand new building, it has been impossible to get an appointment yet it is laughable to read new patients can register here, when they can't even cater for those that are already registered. It is frightening to be ill because this surgery will be neither use nor ornament to help. I damaged my knee in October that I now realise is healing incorrectly courtesy of this shambolic service, as to date I still have not had an appointment Call backs were made at specific times I stressed not to call, so evidently they cannot understand a simple instruction. A complaint was submitted and all you ever get his sorry. I have tried several times to get an appointment for a number of ailments all of which have been a total waste of time with this surgery. Yet they send out reminders for blood tests etc just so they can tick a box and make out they they are doing their job. This practise should be closed down as it is not fit for purpose and made into something that the local community can actually access and more so benefit from. I honestly cannot remember the last time I saw a doctor at this practise and I am living with with a number of conditions that have steadily worsened courtesy of this waste of space service.
Visited October 2022
Review titled Willows Health
Replied on 26 February 2023
Dear Patient, We are very sorry to hear that your recent experience with The Willows Medical Centre did not reflect the standards we aim to work with. Our patient’s experience is of paramount importance to us, and we would like to thank you for bringing your concerns to our attention. It would be much appreciated if you could kindly send a message to our Patient Service team at: wh.feedback@nhs.net to enable us to address and investigate your concerns fully. Again, we would like to thank you for your valuable feedback and allowing us the opportunity to resolve your concerns. Yours Sincerely, Patient Service and Quality Team.
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Review titled Attended a clinical GP appointment
Rated 3 stars out of 5
by Anonymous - Posted on 06 September 2022
Some GP's can be really helpful, Good standard of clinical care. Staff are friendly, although service can be slow.
Visited September 2022
Review titled Willows Health
Replied on 08 September 2022
Dear Patient, Thank you for taking the time to provide positive feedback on our service. Patient experience is of paramount importance to us, and it is lovely to hear where patients have had a good experience. This helps us to know what patients value, what we are doing right and helps provide a much-needed morale boost to our teams during these unprecedented times. I have therefore shared your comments with all the staff at Willows Medical Centre this morning. We would like to thank you again for your feedback. With kindest regards, Patient Service and Quality Team.