Willow Practice medicines management team has made the decision to increase our expected prescription turnaround time to 72 working hours (3 working days) for routine requests. This is to lighten the strain on our team and ensure we have the time to do our other important tasks, such as document management and recalling for reviews.

You should not see much change in our service as our team do their best to be efficient, but please ensure you request your medication in advance; we accept requests up to 2 weeks before an item is due.

Please ring reception on 0208 630 3476 for all URGENT same day GP appointment requests.

CLICK HERE-for all routine queries

Though we attempt to answer all submissions on the same day, those submitted after 5pm will usually be dealt with the following working day. This is why it’s essential we don’t receive urgent requests through this route.

PLEASE SEE BELOW FOR REGULAR UPDATES

Our new system will help us keep our phone lines clear for those that need an urgent appointment or those that are unable to use this new system. It also helps us use our GP appointments efficiently to improve waiting times for appointments, ensuring our patients see the right member of the team in the appropriate timescale.

All clinical queries are triaged by our GPs and we always aim to get back to you within the same working day. Often this can be within 2-3 hours, though in busy periods this might be much longer so it is NOT safe to use for URGENT GP APPOINTMENT REQUESTS.

If you use email, we would prefer you to choose the email for your reply preference as otherwise our lengthy GP replies can be split over several text messages.

There is no requirement to log in via NHS app or systmonline, however if you do so it will allow you to attach photos at the start, which saves time if you know we’ll be wanting to see a picture of a rash or skin lesion. However, when we reply to you, however you access the system we can request further photos if needed.

We have changed the times of submission on Monday to Friday to 8-6.30 to reflect our opening hours.

We also open it 7-11am on a Saturday morning.

We hope you will find this system adds efficiency for us and our patients, allowing us to offer more GP face to face appointments and shorten the phone waiting times.