Moss Grove Surgery

Patient Experience Summary

Patient feedback reveals a deeply polarised experience at this practice, with stark contrasts between those receiving responsive digital communication and same-day appointments, and those struggling with appointment access and reception courtesy. Digital channels deliver prompt responses, with prescriptions processed within hours and consultations scheduled rapidly for urgent requests. However, the booking experience presents significant barriers: phone lines experience lengthy wait times, the website functionality is frequently unavailable, and the same-day appointment system creates accessibility challenges for working patients and those unable to call precisely at 8am. Reception staff courtesy varies considerably, with some patients reporting dismissive or unhelpful interactions that discourage engagement, whilst others praise welcoming and professional service. Clinical care receives consistent praise for thoroughness and compassion, yet administrative inefficiency undermines the overall experience, with delayed referrals, inconsistent communication about appointment procedures, and limited continuity of care affecting patient confidence.

The practice demonstrates capability in urgent response and clinical attention, evidenced by positive feedback regarding rapid diagnosis, supportive nursing care, and attentive medical professionals. Patients value same-day appointment availability when accessible and appreciate the responsiveness of digital messaging systems. Conversely, systemic issues around appointment scheduling, website reliability, and reception experience create frustration that appears to have intensified post-pandemic. Concerns centre on the restrictive call-on-the-day booking model, which disadvantages those unable to contact the practice at opening time, and the apparent unwillingness of reception staff to facilitate bookings despite availability. These operational barriers contrast sharply with the clinical quality patients experience, suggesting the practice's challenges are primarily administrative rather than clinical in nature.