Dudley Wood Surgery

Reception team could be more approachable

I stopped attending this practice quite some time ago, though I continue to hear comparable feedback from current patients. During face-to-face appointments, the reception staff can seem somewhat distant and difficult to engage with. If the team were to consider matters from a patient's perspective, they might recognise how distressing such interactions can be. The practice would benefit from conducting a thorough assessment of patient care standards and implementing measures to ensure staff are answerable for their conduct across all areas of their work. It appears that these concerns are not being adequately addressed, and there seems to be insufficient accountability regarding how staff conduct themselves.

Reception staff need better training urgently

The clinical staff at this practice are exceptionally helpful and genuinely pleasant, however there are significant concerns with the reception team. They come across as dismissive and unwelcoming, and appear indifferent to patient privacy, choosing not to move closer to the window when communicating but instead speaking loudly across the room so that other waiting patients can overhear confidential matters. Additionally, they seem irritated when asked to repeat information, particularly when it cannot be heard clearly through the protective barriers. The reception team would benefit greatly from additional training or a change in personnel.

Friendly receptionists made booking straightforward

Overall, brilliant. A clinician at the practice has been tremendously helpful to my spouse and me over the past several years. I'd prefer not to elaborate extensively, but they provided valuable guidance on a significant health matter and helped us avoid unnecessary expenses through thoughtful testing recommendations. The reception team are friendly and consistently provide excellent support.

Thorough appointment and felt well listened to

Appreciated the comprehensive approach taken during my visit today.

Thorough examination and careful listening made difference

I have been really impressed with my recent visits to the practice at this location. The clinician listened carefully and conducted a thorough examination related to my symptoms. The best service and care I have ever experienced at this surgery. Thank you.

Friendly staff made me feel genuinely supported

This practice is very well run with polite, empathetic and helpful staff members throughout. One clinician in particular was instrumental in helping to resolve a respiratory issue that had persisted following a recent illness, when previous attempts at treatment elsewhere had been unsuccessful. Despite this being an ongoing condition, I felt well supported by the practice. I now feel more confident about contacting the doctors when I experience health concerns, whereas previously I would have avoided seeking medical attention altogether. This has restored my confidence in healthcare professionals, and as a result my other medical issues have been properly addressed. I would also like to acknowledge another clinician for their compassionate support during a challenging period in my life. Overall, although this may be a smaller practice, it demonstrates genuine commitment to supporting its patients and the wider community. It has been invaluable, from the warm and welcoming reception staff who manage appointments efficiently to the professional approach of all the clinical team. Thank you for the care and support provided.

Triage process made explaining symptoms easier

I recently had an excellent experience at the surgery. The triage process was completed smoothly, which I found helpful as it allowed me to clearly communicate my concerns beforehand. The practice called me the same morning to arrange a telephone appointment, which I appreciated as my preferred initial point of contact. The clinician was exceptionally thorough in their assessment and consultation. I am very grateful for the care received today and found the entire process to be seamless. Thank you.

Reception staff were genuinely helpful and attentive

I cannot speak highly enough of this practice. I have several ongoing health conditions that require frequent appointments for medication management and various clinical needs. The reception team are always accommodating and the clinical staff demonstrate genuine attentiveness to patient concerns, ensuring appropriate treatment plans and specialist referrals are arranged as necessary.

Online appointment forms make booking easier

Overall I am very satisfied with the service at Dudley Wood Surgery. There have been occasions when securing an appointment has proven difficult, and I have experienced instances where telephone consultations have been rescheduled or postponed. However, I have also benefited from prompt same-day appointments when health concerns have arisen unexpectedly. I find the new online appointment request system to be excellent. It functions very effectively, enabling the surgery to document and assess my symptoms before contacting me to arrange the appropriate care. During my recent visit, I was seen at the scheduled time. In addition to addressing my main concern, the clinician also conducted a comprehensive health review and took my blood pressure measurements. Everything was communicated clearly, and my comprehension was verified. My prescription was sent directly to the pharmacy for collection. This was a positive experience overall.

Staff were dismissive when discussing medication

I have found my experience at this surgery to be extremely disappointing. The attitude displayed by staff members towards patients seeking information about their prescriptions has been deeply concerning. As an NHS facility, I believe the standard of patient communication falls well short of what should be expected, particularly when interactions end abruptly. I would encourage others to consider whether this practice meets their own expectations of respectful healthcare, and to explore alternative options until there is a noticeable improvement in how patients are treated.

Reception staff were dismissive and rude

One of the reception staff members was quite abrupt during interactions, interrupting during conversations and disconnecting calls. This person's manner was upsetting and caused distress to a family member. When I contacted the practice myself, I experienced a similar approach despite attempting to remain courteous. The staff member was dismissive, used inappropriate language, and terminated the call abruptly. This experience was very disappointing and I would not recommend based on this interaction.

Phone reception was dismissive and unhelpful

If I could give zero stars I would. I have previously complained about a member of the reception team. Every time this person answers the phone, I find their manner to be quite unpleasant. I am considering making a formal complaint to the ombudsman. I missed a call from the practice and when I explained this, the receptionist responded in a way I felt was dismissive. When I asked about the likelihood of receiving a callback, their response came across as curt and unhelpful. I mentioned that I had dealt with this individual before and felt their approach lacked basic courtesy. The receptionist then made a comment about terminology, which I felt was unnecessary and deflecting. They then thanked me for my feedback and ended the call. I believe this staff member's conduct falls short of professional standards and I am puzzled as to how they remain in their position.

Compassionate doctor with a good sense of humour

The clinician I saw was excellent. They demonstrated genuine compassion and had a pleasant, friendly manner. 😀😀

Fast appointment booking and helpful staff

Extremely useful and prompt service Much appreciated

Repeated appointment delays and not being listened to

I was extremely disappointed with my experience. My telephone appointment was repeatedly postponed over the course of several weeks. When I finally received a call, the discussion focused on a different health matter than what I had expected to address regarding a scan I had undergone. During the conversation, I felt I was not given the opportunity to speak, and when I attempted to explain my concerns, I was interrupted. I was told my behaviour was rude, and the call was then terminated. I subsequently visited the practice to raise a complaint. While the reception staff were helpful, when a clinician became involved, the interaction became confrontational and I was asked to leave. I felt my attempts to communicate were not properly heard or respected. This experience has left me very dissatisfied with the practice and I would not recommend it.

Hard to book an appointment through online system

It is quite difficult to obtain an appointment at this practice. The process requires submitting an inquiry through the online system, after which the clinical team will assess whether an appointment is necessary.

Refused to check additional problem during appointment

I waited approximately two weeks for an appointment regarding a skin concern. Shortly before the appointment, I experienced significant pain in my ear. I requested that the clinician examine this additional issue, as it would have taken minimal time to assess, but was told that only one problem could be addressed per visit. This left me uncertain about how to manage the pain over the coming weeks before another appointment could be scheduled. The ear pain was quite severe and distressing. During the appointment, the clinician examined my original concern and indicated there was nothing to worry about and that I could proceed without further action. However, I had brought scan reports from two separate specialists that documented concerning findings, and only after showing these did the clinician agree to refer me to a specialist. Additionally, when my husband attempted to contact the practice to discuss his concerns about the appointment, the receptionist terminated the call. Overall, I found the service to be unhelpful and disappointing. The approach felt unprofessional and fell short of expected standards. I would recommend considering alternative providers.

Reception staff found me a same-day appointment quickly

The reception team at this surgery were courteous, friendly, accommodating and empathetic, promptly arranging a same-day phone consultation to address my ongoing health concerns. The clinician I saw proved to be articulate and considerate, demonstrating strong listening skills and asking pertinent questions to gain a comprehensive understanding of how best to provide support. They also displayed an excellent understated sense of humour whilst delivering professional guidance and comprehensive medical knowledge. The practice has clearly progressed since my initial appointment and the subsequent follow-up care has been greatly appreciated. Thank you to everyone involved.

Rude staff and impossible to book appointments

Accessing appointments proved consistently difficult, and telephone interactions were often unpleasant. A health concern went unresolved for an extended period without appropriate follow-up, and when requesting medical guidance, the request was declined and the call was terminated. This led to transferring to another practice. Subsequently, a concerning phone call was received requesting to speak with a young family member, which felt inappropriate when declined. After relocating a family member to a different surgery, an appointment was arranged despite no longer being registered there. When contacted to clarify the change in circumstances, the interaction was negative and the call was ended abruptly. For those seeking a healthcare provider offering respectful, reliable, and genuine care, this practice would not be recommended.

Impossible to book appointments in advance here

It can be challenging to secure an appointment as you must call at 8am and hope availability is available. Alternatively, you can arrive in person at 8am at the door and similarly hope for an opening. The practice only offers same-day appointments, so advance booking for future dates is not possible.