Sandy Lane Surgery

Terrible service and constant communication breakdown

Absolutely deserves zero rating. Wasted my entire day dealing with their incompetence. They consistently fail to connect patients with their own physician, causing critical communication breakdowns. Multiple times I've been falsely informed that prescriptions are prepared, only to discover upon arrival that nothing has been done. The staff demonstrate zero accountability or genuine remorse when their errors directly impact patients.

Terrible customer service from healthcare provider

Endured an excruciatingly long wait just to receive a single phone call Completely botched my medication orders

Terrible customer service and unprofessional staff

Absolute worst establishment ever. The female staff answering phone calls are incredibly discourteous and provide zero assistance. If you're contemplating visiting this place, you'd honestly be much better off seeking services elsewhere, like at a veterinary clinic.

Frustrating customer service from healthcare nightmare

Seems like they can't even be bothered to put you on hold when you call nowadays. Save the NHS? More like the NHS needs saving from itself.

Worst healthcare experience ever terrible medical service

I'd give zero stars if possible. This medical service is completely ineffective and fails to meet basic standards. Their phone lines are perpetually busy, and when you finally connect, you're met with extensive waiting periods. On the rare occasions you manage to consult someone (if you can even secure an in-person consultation), you're guaranteed to encounter a different staff member each time, resulting in zero consistent care. Medication errors are distressingly common. Despite having complex health conditions, I haven't undergone a proper medical review in what seems like forever. My sympathy goes out to the overwhelmed frontline workers who are forced to operate within this broken system.

Terrible service and endless wait times

Spent over 60 minutes on hold just to schedule an appointment. The staff displayed terrible attitude and customer service. This facility seems completely disorganized and inefficient.

Friendly service in a quiet atmosphere

Currently feeling deserted, almost like an abandoned place, but the staff remains warm and supportive

Terrible healthcare experience at local medical practice

Absolutely unacceptable treatment, spent over an hour waiting only to be informed that no appointments were available and I'd be offered a telephone consultation with a temporary physician in three days. Ultimately, I had to seek medical evaluation at Walsall Manor hospital. I'm actively seeking to switch healthcare providers immediately.

Frustrating healthcare system with unhelpful receptionists

Calling daily at 8am only to be informed about an appointment a month away, yet unable to schedule it in advance, is utterly ridiculous and completely impractical for those of us who begin work at that time. The receptionist is particularly unhelpful and seems inappropriate for a healthcare setting. This practice is creating additional pressure on the local healthcare system, as I'll now need to take my mother to the out-of-hours service at Cannock Hospital just to receive medical attention - and I'm certain other frustrated patients will do the same. It's truly disappointing because the actual medical staff, including nurses and doctors, are quite excellent.

Incompetent staff puts health at unnecessary risk

The receptionist advised my husband to disregard a letter about a cholesterol fasting blood test when he attempted to schedule an appointment. I'm just thrilled that she's clearly an expert who apparently knows more than actual medical professionals.

Terrible medical practice with zero customer care

Utterly disgraceful treatment. Scheduling an appointment is impossible. Despite being a long-time patient for over a decade, I'm completely fed up. Moving my healthcare elsewhere. The single star rating is more kindness than they deserve. Steer clear of this practice.

Avoid this pharmacy at all costs

This establishment is an absolute embarrassment. Their incompetence is staggering. Prescription errors are routine, staff members display appalling customer service, and good luck even attempting to reach them by phone! Absolutely unacceptable!!

Overwhelmed surgery leaves patients frustrated and waiting

The medical practice is consistently swamped, which makes managing chronic conditions incredibly frustrating. While the healthcare professionals are genuinely kind, the constant rotation of doctors means you're perpetually re-explaining your medical history. Securing an appointment is nearly impossible, and you frequently find yourself stuck in lengthy phone queues - today, I was number 22 in line, essentially wasting two hours just to be told to call back at 8am. The clinic is clearly overwhelmed, with staffing levels far below what's needed to handle their patient volume.

Terrible service when emergency medical help needed

I visited the medical clinic urgently due to a severe allergic reaction causing significant swelling under my tongue and lips. Despite the critical nature of my condition, they claimed no appointments were available, even for an emergency. All I needed was a quick one-minute assessment to either recommend calling an ambulance or reassure me that my situation wasn't serious, but they refused to help.

Terrible customer service from start to finish

Frustrated with constant call drops and disconnections that interrupt my conversations.

Horrible customer service at horsefair clinic

I went to an appointment today at horsefair, and the woman who answered the phone from sandy lane was absolutely horrible to me. Her behavior was completely unacceptable, and I'm grateful I don't have to interact with her frequently. Someone with such a terrible attitude should not be working in a customer-facing role.

Disappointing service and poor patient communication

In the past, this medical practice was consistently excellent for five years. However, since the COVID-19 pandemic, the reception staff have become incompetent and frequently blame new employees for their errors. I waited two weeks for a doctor's appointment, only to discover it was actually scheduled as a telephone consultation—a service typically arranged on the same day as the initial call. The reception team showed absolutely no assistance or compassion, which explains why the waiting area was deserted and the phones remained silent during my 10-minute visit. It seems patients have either transferred to alternative medical practices or have chosen to postpone their healthcare needs until the pandemic subsides or until more competent reception staff are available.

Terrible surgery with poor patient care and communication

My surgical practice experience has been far from satisfactory. They consistently make errors with my prescription, including missing items, misplacing documents, and providing incorrect medication dosages. Several doctors at the practice appear unhelpful, often interrupting patients and rushing consultations due to being behind schedule. One receptionist, in particular, demonstrates a notably discourteous attitude. I endured a 50-minute wait to see the doctor, and no apology was offered for the extended delay. Ironically, they are unforgiving if patients arrive late. I absolutely cannot recommend this surgery. Their complaint management is deplorable. The practice manager's response to feedback was a dismissive, non-committal "sorry you feel that way" approach. What I find most alarming is their complete lack of communication regarding test results. Their excuse of being busy is unacceptable - other surgeries consistently send letters, make calls, or send texts. Patient care should always be the priority, and they seem incapable of managing their workload effectively. It's deeply concerning to imagine potentially receiving critical medical news through such an incompetent system. The reception team shows some promise but needs significant improvement in accuracy and professionalism.

Exceptional care and compassion from amazing staff

I'd like to express my heartfelt gratitude to the incredible reception and nursing team who supported me today. Their level of care was truly exceptional and went far beyond expectations. A particularly special mention to Helen, a wonderful nurse whose compassionate approach was remarkable - I'm sorry I can't remember her last name. I am deeply appreciative and cannot thank them enough for their outstanding support.

Improved access to medical care with faster service

The medical staff typically manage to assist the majority of patients, and with the elimination of their previous callback procedure, it's now more convenient to connect with someone almost immediately. Their only remaining improvement would be to increase the number of staff handling incoming phone calls.