The Willows Medical Practice
8 Osbourne Drive, Queensbury, Bradford, BD13 2GDContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Dreadful service
Rated 1 star out of 5
by Anonymous - Posted on 24 April 2023
Every time I ring this GP I am constantly told that there are no appointments available regardless of the issue I ring up with. Currently suffering with extreme stomach pain and been told by my pharmacy to contact my practice as it could be internal bleeding. Rang up today to be told there are no appointments and that I will need to ring tomorrow. Unable to get patches to work at all as it constantly saying I have an incorrect details even though I have reset the password several times. It is impossible to get through on a morning without been on the phone for 45 minutes. I work as a carer with an awkward schedule and struggle to be on the phone for that long without it impacting my work. This practice has severely gone downhill.
Visited April 2023
Review titled The Willows Medical Practice
Replied on 24 April 2023
We are very sorry to hear that you were dissatisfied with your experience of our service. We aim to always provide high quality and patient focused care. We welcome feedback from patients when they feel we have not achieved this. We understand your frustrations around the system we are seeing a huge demand on the services we provide, when you contact the surgery if all routine appointments have gone for the day the recorded message will inform you that all routine appointments have gone however if you feel you have a medical emergency please hold the line, and if a pharmacist have advised possible internal bleeding you should be attending your nearest A&E. Alternatively please ask the surgery for an Emergency appointment. Many Thanks Mary Sykes Patient Service Manager
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Review titled So let down.
Rated 1 star out of 5
by Samantha J Burrow - Posted on 04 April 2023
I feel like I don't have access to a GP. I've spent a week trying to get in contact about an infection. The NHS app no longer has the option for an online consultation, a service I used to find really useful. No matter what time of day I log into patches it says to try the next day at 6am, even at 6am. And when I call, the automated service says lines are busy and hangs up with no option to just wait on the line. A few days ago the 111 service prescribed me with antibiotics and said I needed to speak to my doctor so they can resolve my issue long term (the cause of the infection) I've not been able to do this. The antibiotics have now run out and the infection is still present. What am I supposed to do? I feel like I just have to wait and hope it goes away on its own.
Visited April 2023
Review titled The Willows Medical Practice
Replied on 12 April 2023
Firstly we would like to apologise for any upset caused, Note my colleague called you yesterday and you had already seen the GP and the issue has been resolved. We are constantly looking at ways of improving access the demand on the system is difficult and we understand the frustrations patients have when trying to make contact. If you would like to discuss the matter any further please email the practice on b83020.willowsmc@nhs.net. Many Thanks Mary Sykes Patient Service Manager
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Review titled Affinity Care need shutting down
Rated 1 star out of 5
by Anton - Posted on 01 March 2024
This used to be the best surgery in Queensbury, since Affinity took over and particularly since COVID I wouldn't recommend then to my worst enemy. Absolute shambles that have had multiple online systems and now have the garbage that is Patches and is never online. Ring up to be told at 8am all lines are busy and call back later, ring back later and never get an appointment. Worst example of primary care ever and undoubtedly the reason more people go direct to A&E for minor ailments. Complaint made to CQC, how they've rated this place Good I will never know.
Visited March 2023
Review titled The Willows Medical Practice
Replied on 04 March 2024
Thank you for your comment. We're sorry that you feel you have not received a good service from us and appreciate your frustration at being asked to use multiple online systems to access care in the past year. We made the choice to use PATCHs last year as the NHS in England directed that it would be the only online system for patients to contact GP practices which is funded by the NHS and we opted to use the financial resources that continuing to use our then current system would have taken up on providing as many appointments with a GP or care professional as possible. We're sorry that this hasn't resulted in a service that you have found to be satisfactory. We are also sorry that you have not found our services to be responsive to your needs on the days you have contacted us. Each day the practice has 2 on call clinicians who assess each patient enquiry and ensure we respond to all urgent medical needs that arise that day; our team of care navigators are trained to ensure that anybody who requires an urgent response is put on the on-call clinicians' list on the day they call. If this has not been your experience then we would ask that you contact our patient services manager Mary Sykes at the practice so they can investigate why and ensure that we learn from anything that has gone wrong.
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Review titled Disgusting
Rated 1 star out of 5
by Anonymous - Posted on 28 March 2023
I ordered a prescription on Friday am it is now Tuesday, still waiting for medication (which I have now run out of) Rand the surgery at 11.50am it is now 12.41 pm am still waiting to speak to someone. All I want is to know if the prescription has gone to Tesco. What an an absolute joke this practice is, God help who is desperate need of a doctor
Visited March 2023
Review titled The Willows Medical Practice
Replied on 29 March 2023
Firstly, may we offer our sincere apologies for any anxiety or stress this has caused you, as this is not our intention. We always aim to provide high quality and patient focused care and we welcome feedback from patients when they think we have not done this. Unfortunately you have not left any details for me to look in to this further for you if you would like to contact the practice and give your information we can look into this for you. I am not sure if you have online access to your records if not I would suggest setting this up if you are able to as you can check progress of prescriptions, test results. Many Thanks Mary Sykes Patient Service Manager
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Review titled terrible contact services
Rated 1 star out of 5
by Anonymous - Posted on 28 February 2023
Friday signed up to the new Patches service -Anxiety/depression prescription requested, message received from a Dr to state as I am late requesting the prescription it can not be authorised until I have made an appointment for a review. Tried to make an appointment on-line but the Patches system is not available until 8am Monday morning. Tried to ring surgery, 45 minutes - no answer. Accessed Patches on return from work on Monday - Not available until Tuesday am. Tried Tuesday on return from work - Not available until Weds am. Rang surgery to explain and that I start work at 6.30am so cannot ring or access Patches whilst at work. Advised work should give me time for a phone call. I explained I cannot make a call if I am on hold for 25 minutes or more in a queue. Advised to ring on my lunch. I said I mistakenly thought that the appointments line closed at 10am. Receptionist stated it is open whilst there are appointments, when I asked if it would be available if I rang, she could not guarantee this as it depended if appointments were available!!!!! Sorry but I am now so stressed out that I have advised the receptionist to update my records that I will no longer request the medication and will do without. Atrocious service when all I need is a telephone call with a Dr to explain why the request is late and to review my medication. It certainly appears to me that it is being made as difficult as possible to contact a Dr especially if your working hours are anything but 9-5. Also before placing this review I have tried to find an email address to contact the surgery direct and cannot find one. Hence the review
Visited February 2023
Review titled The Willows Medical Practice
Replied on 06 March 2023
Firstly, may we offer our sincere apologies for any anxiety or stress this has caused you, as this is not our intention. We always aim to provide high quality and patient focused care and we welcome feedback from patients when they think we have not done this. As your feedback is anonymous i am unable to access your medical records to give a full response as to why it was so difficult for you to order, I am presuming that where it states you was late in ordering medication there was quite a long gap between issues therefore review request was needed. I am hoping that following your discussion with the receptionists this was highlighted to either of our pharmacy team or clinical and you have since been successful in ordering your medication. If this is not the case and you wish to discuss this further please contact the surgery and ask for Mary Sykes Patient Service Manager or a member of the leadership team alternatively please email b83020.willowsmc@nhs.net and this will be forwarded to us. Thank you Mary Sykes Patient Service Manager
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Review titled To big now
Rated 2 stars out of 5
by Anonymous - Posted on 01 March 2023
I have been a patient for many years and been Help with my medical problems I have suffered with now at 76 I cannot get any help from the surgery not due to the pandemic but more to the takeover with to many patients trying to use the service
Visited February 2023
Review titled The Willows Medical Practice
Replied on 06 March 2023
Firstly, may we offer our sincere apologies for any anxiety or stress this has caused you, as this is not our intention. We always aim to provide high quality and patient focused care and we welcome feedback from patients when they think we have not done this. Due to your feedback showing as anonymous i am unable to make contact with you to try and help with the issues you are raising. Unfortunately the housing that is been built in the area brings huge demand on our services but we are working our hardest at looking at ways to help with the demand and alternative ways for patient to make contact. I would like to have the opportunity to speak to you to help have a better understanding of your concerns. You can contact the surgery via telephone or email B83020.willowsmc@nhs.net and one of our managament team will make contact. Kind regards Mary Sykes Patient Service Manager