"Part 2 Appointment chaos"

I assume 8-9am is the busiest time for appointment booking, if people are required to call the surgery first thing to get a slot this surely creates huge traffic This influx makes it more difficult for people to get through, as they’re competing with fellow patients. Can't you release appointments morn, midday & early eve, maybe telling patients set times for regular check ups rather than immediate concerns ?

Patients need to be able to access their GP easily otherwise there is a serious risk they will add to the already considerable pressures faced by A&E departments and 999 services. My experience is not unique, talking to friends they face the same problem and many have gone to Walk in Centres, A&E & called 999 instead. They do this out of frustration & panic, they are not health professionals, they see family members or feel themselves getting more ill & reach crisis point. Does the Willow surgery really feel good about shifting the load elsewhere, because that's what's happening ?

One thing that I'd like to stress is the reception staff are doing a fantastic job, in my view they have been left as lambs to the slaughter. The Surgery has left them to deal with the frustration, anger &-abuse with no address. I have seen no communication, no plan from The Willow Surgery addressing the situation. One verbal abuse is one too many & The Willow Surgery has left this to go on for months. Can you imagine the morale of your reception staff, the mental stress the surgery is putting their staff through.

Working as a receptionist in that situation is not an easy job. I've seen & heard the receptionist's getting abuse, anger, frustration. They are sympathetic, kind, caring & understanding. Patients are requesting an appointment because they need to see a doctor, those who book online are distant, detached, they book for genuine need or to secure a place but they do it logically, removed from emotion. Patients phoning or turning up at the surgery, are often stressed because they are poorly, in pain or need medication. Receptionists are much maligned and face increasing stress and demands, you can hear from their tone that they expects hostility when they have to tell you there are no appointments.

The Willow Surgery seems to have abandoned them to deal with the front line.

I'm sure this is a regular complaint but I feel the situation is getting worse & as a patient who values The Willow surgery I want to furnish you with the facts so you can look at addressing it before the situation explodes. Many acquaintances are abandoning the surgery & social media is becoming increasingly a soundboard for the surgeries inadequacies.

No organisation is faultless but The Willow is in danger of losing its reputation as a good practice as it's swallowed by negativity.