Dudley Wood Surgery

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.

Reception staff dismissive about missing repeat medications

The experience has been disappointing and continues to decline. When contacting the practice about assistance with ongoing medications that were unexpectedly unavailable on the account, the reception staff member seemed dismissive and unhelpful during the call.

Couldn't get through on the phone line

It comes as no surprise that this practice has faced regulatory concerns and does not merit even a single star rating.

Reception staff attitude needs improvement

The reception staff member I encountered yesterday displayed a notably poor attitude and lack of courtesy. This behaviour was inappropriate for a patient-facing role and detracted significantly from the experience. The standard of service fell well short of what would be expected.

Receptionist was rude about missed phone appointment

The reception staff were unhelpful and displayed poor customer service. I arranged a telephone appointment for my daughter but did not receive a call throughout the day. When I visited the surgery to inquire about the appointment, the receptionist was dismissive and indicated that the clinician would contact me shortly, though this call never came.

Receptionists didn't listen to my concerns

Disappointing experience overall. While the clinical staff member was pleasant and thorough, I found the reception team unhelpful. When seeking urgent advice or booking appointments, they seemed unwilling to engage properly. Their manner came across as dismissive and irritable. I'm questioning why I continue with this practice and considering making a change.

Receptionist was unhelpful about getting appointments

The receptionist was unhelpful and I struggled to obtain appointment slots.

Appointment cancellations and difficult phone booking system

I found my experience at this surgery deeply disappointing. I recognise the pressures facing the NHS, however I feel there must be room for improved systems. My appointment for medication management was cancelled after the scheduled time had passed. When I attempted to arrange a consultation regarding women's health concerns, I was instructed to call at 8am despite this not being an urgent matter—I simply felt I needed professional support. During a previous visit, I observed reception and clinical staff discussing another team member's absence in a manner I found unprofessional. It seemed to me that less time spent on such conversations might have allowed for better patient care, though I acknowledge this is simply my perspective.

Reception staff were dismissive and unhelpful

This practice has serious issues and should not be operating. The reception staff member was extremely unwelcoming and dismissive. The overall approach seems indifferent to patient wellbeing. There are particular problems with obtaining repeat medications, and the practice appears unconcerned even when patients experience significant health difficulties.

Long waiting times and poor online booking options

Special Measures. About time. :) Perhaps things will improve and the service will become more efficient. It's positive that appointments for routine vaccinations can be arranged promptly, but accessing care for other matters involves lengthy waiting periods of several weeks. Unfortunately, my work commitments mean I'm unable to call first thing in the morning to secure an appointment like other patients. Online booking options could be implemented but appear not to be prioritised, and there seems to be a preference for certain patients over others. When I recently needed an appointment and couldn't ring at the start of the day due to work, reception indicated they would pass a message to clinical and administrative staff for follow-up. However, I received no response. It's encouraging that the practice is providing routine vaccinations to patients. Unless you fall into specific age groups such as elderly or very young patients, obtaining an appointment at this practice proves challenging.

Appointments disappear within minutes of opening

Absolutely frustrating experience with the appointment system. Calls coming through at 8AM result in all available slots for the day being completely booked within minutes. This seems like an incredibly inefficient way to manage scheduling.

Friendly staff made switching surgeries easy

My family and I relocated to the area and transferred from our long-standing previous practice. Our experience with the surgery has been excellent. The staff and clinicians have been very pleasant and supportive.

Receptionist talks over patients, appointments impossible to get

Absolutely rubbish! You never get any appointments, the reception staff can be rude and interrupt you during conversations. I have been called at sharp 8 AM for a telephone consultation and they seem to have "run out" of appointments at that time! My medication is finished and I don't know what to do anymore since I am unable to find a clinician to speak to!! Better change surgeries like everyone else registered at this practice seems to be doing!