Moss Grove Surgery

Smooth pharmacy visit, no problems at all

Always had a smooth experience at this medical facility with excellent doctors and a top-notch pharmacy staff

Impossible to Book Appointment at 8am

It's utterly impossible to convey the sheer inadequacy of this healthcare service. Attempting to communicate with anyone or schedule a consultation is an exercise in futility. I've persistently tried calling at 8am for three consecutive days, yet securing an appointment remains out of reach. The situation is so dire that it's genuinely humiliating to consider this the standard of healthcare in the UK. The level of service is reminiscent of a developing country's medical system. After contributing to this system throughout my entire life, it's shocking that they seem completely disinterested in treating patients. The government must be held responsible for this unacceptable state of affairs!

Impossible to Reach a Doctor Here

Utterly abysmal customer service. Despite the Care Quality Commission labeling Moss Grove Surgery as "good", their phone accessibility tells a completely different story.

Worst Customer Support Ever

Completely Worthless

Impossible to Book Appointment at This Surgery

After three futile attempts to schedule an appointment through phone and online channels, I'm left with no options. Now I'll be forced to endure an 8-hour wait in the emergency department, assuming the staff aren't on strike as well. The entire experience feels like navigating healthcare in an underdeveloped nation, and this medical practice is nothing short of shameful.

Frustrating Morning Trying to Book an Appointment

I called early in the morning at 8am, finding myself 9th in line, and by 8:13am when I finally spoke to someone, all available slots had been booked. The representative suggested I use their online booking system, but when I attempted to follow the provided instructions, the system showed as unavailable. This frustrating situation has persisted for three consecutive days. Securing an appointment has become incredibly challenging, which is a significant departure from how things used to operate in the past.

Frustrating Appointment Booking Nightmare

Visiting the doctor is not something I frequently do, as I tend to ignore health concerns, but when I attempted to schedule an appointment, the process was utterly frustrating. I called a few weeks ago, only to discover that same-day appointments were the only option. After struggling to get through, I found all slots were taken. Persisting with my unresolved health issue, I tried again at 8am, only to be told I could only book a morning appointment, which was impossible given my work location 15 miles away. They suggested using the online booking system, but during my lunch break, I found the website was closed between 12pm and 8am - creating a continuous cycle of inconvenience. Regrettably, this medical practice provides zero reassurance about patient care, as my husband's experience with his Diabetes diagnosis clearly demonstrates. He has been forced to chase every piece of information, feeling completely abandoned, especially after hearing about another patient's supportive doctor-patient relationship. It's becoming increasingly clear that we need to find a new medical practice.

Impossible to Book an Appointment Anywhere

Absolutely dreadful medical practice with zero patient consideration. Their appointment system is a complete nightmare - you can only schedule via online or phone at 8 am, and when we called at 9 am, all slots were already gone. We were forced to arrange an alternative facility for Saturday, where the doctor then criticized the original practice, stating they should have seen the patient due to their duty of care and inability to prescribe necessary medication. The practice manager simply stated this restrictive system reflects the partners' preferences. It's high time these partners started actually listening to patient needs. All we want is a reasonable way to book an appointment. They must address this urgent issue before someone potentially goes undiagnosed with serious health consequences.

Terrible Care at the Doctor's Office

Absolutely pointless experience, I'm utterly shocked by their appalling patient care.

Long Wait, But Great Doctor at Kinver

The phone wait is absolutely dreadful. When you try to use their online 'ask a doctor' feature, they've strategically disabled inquiries due to being overwhelmed. Getting through to someone takes an eternity. The parking situation is ridiculously cramped, making it nearly impossible to find a spot. Despite these frustrations, my physician is exceptional, and I can secure urgent appointments at the Kinver location.

Website Frustrations at My Medical Surgery

As a long-standing patient of MG since the 1980s, I've always appreciated the exceptional quality of their surgery, staff, and service. However, post-COVID, the practice seems to have completely lost its way. The website we're encouraged to use is utterly dysfunctional. Multiple options on the site are inaccessible, presenting users with an information screen claiming service unavailability without clear explanation, followed by a contradictory statement about availability between 08:00 and 17:00, Monday to Friday. Ironically, even the doctors appear to believe the system is functional, directing patients to use the 'ask a dr' feature. The telephone system is equally frustrating, with callers routinely held in a queue for 35-50 minutes, while simultaneously promoting the same unusable website. Drawing from my professional background in IT, I strongly suspect a significant communication breakdown between the GPs, administrative staff, and the website management team. MG, for the sake of your dedicated patient base, I implore you to address these issues urgently. The current state of affairs is making your surgery appear unprofessional and incompetent!!!!

Frustrating Online Banking on May Bank Holidays

Online services are a complete letdown and their phone wait times are absurdly long! They constantly push customers towards digital channels, yet during bank holidays, they inexplicably shut down their systems. This has happened for both May bank holidays, leaving customers frustrated and stranded!

Unhelpful nurse ruined my telehealth visit

Submitted an online inquiry to the medical practice. The response came from a representative named Jayne, who was arguably the most discourteous individual I've encountered recently. She demonstrated zero interest in addressing my concerns and provided absolutely no meaningful assistance during our interaction.

Rude Receptionist at Moss Grove Surgery

This medical practice is absolutely dreadful, with possibly the most discourteous receptionist (Jayne) you'll encounter in a long while. For 15 years, they've been sending correspondence to my address for someone who doesn't reside here. Despite repeatedly returning letters marked 'NOT AT THIS ADDRESS', they persist. Today, I attempted to definitively resolve the issue, but the receptionist was incredibly unhelpful. When I mentioned hospital letters also arriving for this non-existent person, she dismissively stated it was 'nothing to do with them' and I'd need to contact the hospital directly. Following her advice, I spoke with the hospital from Moss Grove Car park. Their receptionist was extremely helpful, explaining they obtain their patient list from the surgery, and only the surgery could remove this incorrect entry. This makes perfect sense, as hospitals don't randomly send patient communications without a referral. Upon returning to share this information, I was met with more attitude. What an incredible misuse of NHS resources. These surgeries receive approximately £155 annually per registered patient, regardless of whether that patient is ever seen. In this case, no patient has existed for years - which certainly raises questions. My own surgery, Summerhill Surgery, couldn't be more different. They're delightful on the rare occasions I visit. As a postscript, Katie from Moss Grove subsequently called to confirm the matter was resolved. She was wonderfully pleasant - had I encountered her initially, my entire perspective would have been dramatically different.

Friendly Staff Made My Day

The employees are excellent, and the overall experience is top-notch as well.

Fantastic Care Through Two Pregnancies

I've been a patient at this medical practice for over six and a half years, and I've never encountered a single negative experience. Even during the challenging covid period, the staff consistently demonstrated helpfulness and warmth. While call waiting times can occasionally be extended, I absolutely cannot fault the staff for this. Throughout my time with this surgery, I've gone through two pregnancies - one singleton and one twin - and my interactions with the community midwife have been exceptional. Over the past three to four years, I've had numerous appointments for my children, and the staff have been incredibly accommodating, readily offering same-day consultations. Their phone manner and in-person interactions are consistently friendly. The GPs are truly outstanding - they are incredibly thorough, compassionate, and genuinely understanding. I genuinely cannot emphasize enough how remarkable this medical practice is!

Endless Hold and No Appointments at Moss Grove

I've been a patient at Moss Grove Surgery since childhood, and I'm now at my wit's end with the chaotic post-pandemic state of this practice. Initially, I saw a practice nurse who prescribed treatment and recommended a chest x-ray and comprehensive blood tests, which I completed. He suggested scheduling a follow-up appointment about a week after my blood work. Today, I spent 25 minutes on hold because their website is perpetually "closed due to excessive traffic," eliminating online booking. When I finally connected, I learned the nurse will be away for two weeks and I must call on the day for a doctor's appointment. I offered to book in person, but was told reception no longer accepts appointments - a policy that seems designed to discourage patients or push them towards private healthcare. There's absolutely no justification for abandoning pre-pandemic practices. As the primary caregiver for my 89-year-old mother, I'm deeply concerned. How can someone with hearing difficulties navigate this impossible system? I'm desperate to know who is responsible for these nonsensical decisions. This is nothing short of scandalous.

Jess Helped Me Feel Better Quickly

Initially, I was unfamiliar with the new appointment booking method since I rarely visit the doctor. After reaching out via email to the medical practice, I discovered the procedure was straightforward. I saw Jess later that same day, and she was incredibly comprehensive and helpful. Following the medication Jess prescribed, I was nearly fully recovered by the next day. I would absolutely rate Jess and Moss Grove a perfect 10/10.

Staff Couldn't Care Less

Disrespectful and uninformed employees.

Terrible Wait Times and Rude Staff at Reception

The service falls far short of acceptable standards and desperately needs proper professional guidance and employee training. The front desk staff demonstrate a complete lack of customer engagement, with the receptionist being particularly unhelpful and dismissive. Their telephone system is equally problematic, with consistently congested lines that force callers into lengthy waiting periods of three-quarters of an hour or more. As a healthcare professional myself, I am deeply dismayed by the quality of patient interaction and treatment observed here. While the NHS typically represents excellence in patient care, such substandard practices risk undermining the organization's hard-earned reputation and eroding public trust in the healthcare system.