Dudley Wood Surgery

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!

Phone queue blocked complaint attempts

This is my mum's surgery. The service has been disappointing, and today was another frustrating experience after waiting several weeks for an in-person appointment. She received a phone call that was disconnected. When she attended the surgery in the afternoon, the expected clinician was not available, so she didn't get the results she needed. An appointment with the nursing staff has been offered, but not for another week, which feels like a long time to wait for answers. We are all concerned and would like clarity on her situation. I attempted to lodge a formal complaint about this recurring issue, but was unable to get through on the phone before the surgery closed, despite being in the queue. Given my background in healthcare, I find the current situation quite troubling and wonder what has changed within the NHS. The messaging about seeking medical advice when worried seems at odds with the difficulty in actually accessing appointments. I am very frustrated with the service at her surgery.

Helpful staff but lacking follow-up on referrals

Since becoming a patient at this surgery, I've generally received good care from all the team members. However, I remain in a situation where I'm awaiting resolution of a long-standing physical issue, with several months having passed without any updates or communication about progress. The reception staff demonstrate friendly and supportive attitudes, and I appreciate their helpfulness. It would be beneficial if there were better follow-up procedures to confirm whether referral letters have been sent or received by secondary care services, as I've been dealing with this particular health concern for a considerable time and the symptoms appear to be worsening. The clinical staff have also been pleasant and approachable during my interactions with them.

Easy to book appointments when needed

I consistently manage to secure appointments at this practice. The service I received was very thorough, with the clinician arranging a follow-up appointment with a specialist. They reviewed my treatment plan comprehensively and addressed all of my questions.

Quick appointment sorted my problem same day

Experienced a problem, contacted the practice, received a same-day appointment slot, and the matter was resolved.

Early morning calls needed for appointments

It is difficult to secure appointments at this practice unless you call first thing in the morning, otherwise you face a lengthy waiting period. The early morning phone line involves listening to a lengthy recorded message repeatedly. While some reception staff members are pleasant, helpful and organised, others appear less knowledgeable and efficient. Overall, I would not suggest this practice to others.

Booking appointments requires calling instead of online

This practice works well if you can plan your healthcare needs well in advance. Securing appointments is challenging, and it appears that certain patient groups receive preferential scheduling. As someone who visits their GP infrequently, I find it frustrating to wait over two weeks for an appointment. I am aware of what I need to address medically and simply require a GP consultation to follow the necessary procedures for obtaining required medication. This practice seems to exemplify potential future challenges within the NHS. I would consider paying privately for faster GP access if that option were available. The practice previously offered online appointment booking, but this facility has since been removed, which seems counterintuitive. In the modern era, it feels outdated to require a telephone call as the only method to arrange a GP appointment.

Long wait times and poor communication

Poor experience.

Reception staff were genuinely helpful and kind

The reception team are wonderfully friendly and supportive, and the clinical staff have consistently shown great attentiveness with excellent care provided throughout my visits. As with most medical practices, securing an appointment can involve some waiting time, but the standard of care I've experienced is outstanding.