Meddygfa Willowbrook Surgery

Update: I had a little bit of a rant about Willowbrook with regards to Referrals missing etc and procedures not being followed with regards to the severe pain my wife has been dealing with and regards to my daughters UTI in the past.

Had a constructive meeting today with Dr Okasime ( I apologise if spelt incorrectly) and Mr Hammond. Willowbrook did admit that in regards to issues with my wife they had failed on this occasion.

Communication seems to be a major factor in this instance and the problem with using Locum Doctors who come to help out at the practice carry out their own procedures and can end up leaving the surgery in the dark as to what has occurred.

I discussed in my industry how we have a set of rules and checklist we follow to ensure everything is carried out, like Doctors it is a position that the public put a great amount of trust in to have things carried out correctly ensuring their wellbeing and safety. If Locum Doctors are working at the surgery they should follow a similar type of scheme, have a checklist that Willowbrook set out for all doctors who practice there to follow, which will allow the surgery to be able to know exactly what has been done and that everything has been carried out as expected and making sure there is no doubts.

With regards to a lack of communication all departments needs to talk to each other effectively as to make sure what that patient is requiring gets the appropriate treatment and not left to a point where the patient is left in dark having to chase up all the time and have different departments blaming each other, it’s leads to nothing but frustration for the patient who then starts to lose trust.

If reading notes and there is doubt on what has been written by either a consultant etc, then their must be no doubt and the patient should be contacted to clarify if any referrals have been sent by the consultant.

I was pleased to hear the surgery took on what we said and also are looking to be putting things in place to improve the service they provide. They’ve also taken on more reception staff to help deal with the volume of work.

We all know the NHS and especially Doctors GPs are under huge pressure at the moment and they’re trying their best, this is a nice little surgery, but needs to get that communication sorted and have some procedure in place to make sure everyone who works their is singing from the same hymn sheet.

I’ve updated the score to 3 star and start again.

Update: it seems efforts are being made to change procedures here to reduce errors. May it continue, whilst mistakes will always be made some of the things in place should help reduce them.

Update January 2019: My youngest daughter was in some discomfort complaining about her shoulder really hurting and would not let anyone touch it, she could use but was inconsolable most of the morning. Rang the surgery up who said they could fit us in just after 1pm. 10 minutes another call to say can we come in during the next 10-15 minutes to be seen. We did and were seen fairly soon after. The surgery is improving in my opinion all the time, was nice to see good communication and chasing things up, really felt the level of care has gone up. Well done to all. Keep it up. 😀

Haven't been to the surgery for 15 years but I wanted to get some travel injections. Abruptly told on the phone that I have to fill in a form, which is fair enough however how would I know there is a form to fill in when the website has nothing on this. At least make available online or add some information about where to get the form.

A lot of GP surgeries have poor reception staff from my experience and this conversation just reinforces that perception.

Friendly staff! I always feel very welcomed when I go in for a check up or anything else. The staff do care about you and will happily even have a conversation with you at reception. I've never had a better doctors than I do now.
Highly recommend to everyone.

I must say I had a slightly different experience. I arrived this morning unannounced and requested an emergency appointment. I recieved a call from the doctor at the agreed time, (between 12 and 1pm). Doctor listened and was very helpful.
Thank you.

As usual a consistent let down. I have no idea the competence of the doctors because the incompetent, uncaring and down right rude reception staff never let you see them. Promised a phone call from a doctor again today which never came... Over a month of doing the 8am calling on my days off to not get allocated a spot and when I am finally told I will get a call.. i don't. There is no national health service when it comes to GPs. It is nigh on impossible to get to speak to one. I give up.

If i could give zero stars I would. Disgusting service. I couldn’t come to this GP surgery. They literally don’t care for anyone. There useless.

My nephew has been made to wait over a week with his face extremely red and inflamed .. not allowing a face to face visit and have been fobbed off so many times on the phone .. rang again today to yet again wait another hour for a phone call off the doctor . His face has gone worse because he needs a strong cream which yet they haven't prescribed!!! This surgery is ridiculous especially after letting a baby suffer knowing his skin isn't getting better

Hiding behind covid pandemic so they don’t have to see patients who have concerns about there health. You get told one thing and then get called and told again you can only been dealt with on the phone, then if they think they need too, you will then have to book another appointment.

When told this is the way it’s being done they accuse you of not being concerned about your health, not that that’s why you are calling because the fact is that you are. Also that you have to earn a living and can’t always spare the time for all these appointments and made to think they are the only ones that have worked through the pandemic.

Disgraceful service

Expect now to be kicked off the list instead of addressing the issues.