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Medical staff burdened by poor admin

Story from nhs.uk

"Medical staff burdened by poor admin"

About: The Willow Group

In my recent post I wish to make clear that I was castigating only the administration of the Willow Group. In fact, I will go further. On the Patients Access site it is not possible to make a routine doctor's appointment or leave a message. If ones medication is changed it can be over a week before it is recorded. For possible hospital admission, this is inexcusable.

I must, however stress that the medical treatment is exemplary with some going well beyond the expected. It must be extremely frustrating for these hard working staff to be burdened by the poor administrative back up they receive.

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Responses

Response from The Willow Group 5 years ago
The Willow Group

Submitted on 12/11/2018 at 11:40
Published on nhs.uk at 12:06

Dear Brian Beel,

Thank you for bringing your concern to our attention, I know this can be difficult and we do value all feedback.

I am very sorry to hear that you are unhappy with the service that we are providing.

For obvious reasons we cannot respond to individual cases on NHS Choices, but if you would like to discuss this further please contact my team on FGCCG.mywillowexperience@nhs.net with your full name and date of birth and we will be happy to look into this for you.

You can message us through Patient Access.

The issue could be that you do not have full access to Patient Access.

Once we have your full details we will be able to look into this for you.

We are sorry that you are unhappy with the service provided and hope you feel that we do recognise how frustrating and upsetting this can be for our patients.

Yours faithfully,

Kevarnna Langridge

Patient Experience Manager

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