Dudley Wood Surgery

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.

Friendly staff made switching surgeries worthwhile

We relocated our entire family to the practice approximately eight months ago and have been very pleased with the decision. Both the reception team and the clinical staff we have encountered have been welcoming and supportive throughout our time there.

Phone queue delays prevented urgent medical attention

This should be 0 stars. The service I received from this GP surgery was extremely poor. I submitted a sample on a weekday as I had concerns about a potential infection and was also expecting, but no appointment with a clinician was available so I was advised to contact the surgery the following morning. That evening I experienced severe discomfort, I called the surgery again to be told I would need to ring at 8am the next day to check for availability. I subsequently contacted an out-of-hours service, where I was seen urgently and provided with medication. The following day I had additional concerns so I called this GP again, and was instructed to ring back at 8am the next day. I contacted the out-of-hours service again where I was directed to an urgent care facility, where I subsequently experienced a significant loss. Moving forward to several days later, I received a message from the surgery indicating that my initial sample needs to be resubmitted, asking if I could provide a new one that day. I called the surgery to explain what I had experienced during that week, and the response I received was minimal and dismissive. I recognise that the NHS faces considerable pressures and staffing challenges, but the level of service and the manner in which I was treated was deeply unsatisfactory.

Appointment ran on time despite poor phone line

The clinician called me at the scheduled time and conducted a thorough assessment, carefully identifying my concerns. It was reassuring to experience care that prioritises patient needs. I felt the communication quality during the call could have been better, as there was persistent background noise that made it difficult to hear clearly at times. This may be worth investigating from a technical perspective. However, I have noticed that previous difficulties with reaching the practice by phone appear to have been resolved.

Helpful reception team answered the phone

Just a little note to say thank you to the team at the surgery, it was so lovely to speak to a human. They are always so helpful and kind. On my recent visits, the staff members I encountered were an absolute asset to the practice. Thank you for your help and support.

Prescription mix-up left us waiting weeks

This surgery has been very disappointing. My partner had a telephone consultation with a visiting clinician who indicated that a prescription would be ready at the pharmacy by the following day. Upon visiting the pharmacy, the prescription was not available. When contacting the surgery, staff stated that no prescription had been issued. After visiting in person, reception staff suggested it would be available the next day at the pharmacy. More than a week has now passed and the prescription remains uncollected. I would not feel confident recommending this surgery to others.

Hard to reach reception but knowledgeable care

The clinician demonstrated considerable understanding and possessed good knowledge on more specialised topics, which was appreciated. The main area for improvement would be that contacting the reception team can sometimes take longer than ideal. Overall, no significant concerns to raise.

Long waits and phones going unanswered

This practice appears to be facing significant operational challenges, including what seems to be insufficient staffing levels and difficulties reaching the surgery by telephone. If these issues persist without improvement, there are concerns about the viability of the service continuing in its current form.

Reception staff inconsistent, felt unheard and dismissed

I have been quite disappointed with my experiences at this practice, and the situation appears to be deteriorating. There is one particularly helpful receptionist, though the nursing staff seem to change frequently. I have found consultations with one of the clinicians to be unsatisfactory, as I felt my concerns were not adequately heard or addressed. I have left appointments feeling upset on several occasions due to how I was treated. I am actively considering registering with a different practice at the earliest opportunity.

Long waits between appointments for elderly patients

My mother's previous surgery closed, so we selected this practice due to its convenient location. Given her age and multiple significant health conditions, she had previously received regular monitoring appointments with her former doctor. However, since registering here over twenty months ago, she has only been seen once for a check-up, which is concerning given her medical needs. I am unhappy with this level of care and intend to lodge a formal complaint. I note that the practice has recently been rated as inadequate by the regulator, which reflects my own experience.

Prescription errors left unresolved quickly

The service fell short of expectations, with an error occurring regarding medication that has not been promptly addressed. This experience was disappointing.

Hard to book appointments through phone queue

Since the previous practitioners departed, the practice appears to have declined in quality. Securing appointments has become increasingly difficult, with availability extremely limited. Patients are instructed to call at 8am when slots are released, but the phone lines are often busy, and by the time a connection is made, all appointments have been allocated. When this occurs, patients are directed to urgent care instead. This raises questions about the value of maintaining a general practice if patients are consistently redirected elsewhere. The service was noticeably better previously, and it seems the current staffing levels may be insufficient to manage the patient population effectively.

Felt safe and genuinely well cared for

Since the clinician arrived at our surgery, we have felt safe and well cared for. They demonstrate professionalism and possess a broad range of knowledge, proving very helpful. Excellent service.