Willows Health
184 Coleman Road, Leicester, Leicestershire, LE5 4LJContact details and opening times
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Reviews
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Review titled Disgusting phone system
Rated 1 star out of 5
by Anonymous - Posted on 01 August 2022
I don't leave reviews very often especially negative ones but i feel this practice deserves my full attention. Since my local practice as merged with Denholm and Thornton affinity care it most certainly has taken a dive downhill its almost imposable to get to speak to someone and getting an appointment is so difficult since the merge. I am a lorry driver and most of the time i cannot sit around at 7:59am with finger on redial so therefor trying to get an appointment is so frustrating. Sorry for all the negative feedback but that's how i and everyone i speak to who go to the same practice feel.
Visited June 2022
Review titled Willows Health
Replied on 05 August 2022
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. 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.