Springwood Surgery

Online appointment helped me avoid the morning rush

I had a very helpful appointment today using the online consultation service, which allowed me to avoid the early morning rush that typically occurs at the practice, as I'm usually commuting to work at that time.

Reception unhelpful when urgent wound care was needed

I was very disappointed with the standard of care and assistance I received from this practice following my recent hospital discharge. After leaving hospital on Thursday, I was informed that I would need daily wound dressings for an open wound and was told to arrange this through my GP surgery. When I got in touch with the practice, I was given a rather curt response that no appointments could be offered for two weeks, despite the time-sensitive nature of my situation. I was then advised that dressing supplies would be ordered for me to enable me to carry out the wound care myself, and that these would be ready to pick up at 6pm that same day. However, upon arrival, I discovered that no supplies had been prepared. I was instead advised that I would either need to wait two days or contact local pharmacies myself to source the necessary items, which had been specifically recommended by the hospital (the hospital had notified the surgery of this). During these conversations, I found the reception staff to be unhelpful and lacking in compassion. Their suggestions were limited to contacting 111 or reaching back out to the hospital, despite the hospital having clearly indicated that my post-discharge wound care should be managed by my GP. This experience left me feeling let down and caused me unnecessary worry at a time when I was recuperating from surgery and required proper follow-up care. I believe the surgery did not meet the standard of care that should be expected for a patient recovering from an operation.

Impossible to book an appointment by phone

Getting seen by the doctor once you have secured an appointment is generally a positive experience, but the process of actually obtaining an appointment presents significant challenges. The telephone system instructs callers to ring back later for non-urgent matters and to remain on the line for urgent issues. However, this creates a frustrating situation where urgent callers find themselves disconnected rather than able to wait. The current booking system would benefit from improvement, as attempting to reach the practice at 8am whilst managing school routines requires repeatedly calling back and potentially waiting considerable lengths of time.

Felt genuinely listened to throughout my care

I have nothing but positive things to say about the care I have received. I am very satisfied with every aspect of my ongoing treatment and have great respect for all the team members at the practice.

Online booking slots should start earlier

Why is online booking not available from 8am with a healthcare provider? The system appears to have the capability to designate additional appointment slots for online access, which would seem fairer for everyone. This creates challenges for working individuals who struggle to find time to queue outside the facility or spend half an hour on hold only to be disconnected during the booking process.

Daughter's care complaint escalated further

I was extremely dissatisfied with the service my daughter received at this surgery. I intend to escalate this matter formally and pursue this further through appropriate channels. I am very upset about this experience.

Doctors good, but reception queuing in the rain

Positive clinical care, disappointing front desk experience. The medical professionals provide satisfactory service and we have no issues with their work. Unfortunately, the phone system presents significant challenges, making it impractical to use (anticipate lengthy hold times followed by disconnection). As an alternative, we join the queue outside in adverse weather alongside other patients, only to encounter difficulties with the appointment booking process at the desk. The reception team requires considerable time to schedule each appointment, taking several minutes per person. The front desk service falls well short of expectations for a healthcare facility. This is a consistent pattern rather than an isolated incident, occurring repeatedly whenever appointments are needed.

Long phone queues make appointments difficult

I waited on the phone for 40 minutes and was still 15th in the queue. When I called again later in the afternoon, I was first in line but had to wait another 20 minutes before someone picked up. I was then informed that appointments are only offered if the duty clinician deems it necessary. The same process applies if you attend in person early in the morning. Overall, I found the appointment system to be quite frustrating and the service fell short of my expectations.

Phone queue waits are frustratingly long here

I have attempted to contact the surgery on two separate occasions. Each time, I found myself positioned as caller 4 in the queue. On both instances, I waited over 45 minutes before reaching the holding queue, followed by an additional 20 minutes of waiting time. When my call was finally answered, the connection was lost. Unfortunately, this does not appear to be an isolated incident.

Phone queue takes forever to get through

The medical staff are wonderful, however the telephone system presents a significant challenge. You may need to allocate considerable time to get through. Even after reaching the front of the queue, as indicated by the system, there can still be a substantial wait before someone picks up the call.

Quick and efficient from start to finish

After relocating from a nearby area last autumn, where I had experienced dissatisfaction with my previous healthcare provider, I have been delighted to discover that this practice demonstrates exceptional professionalism, promptness and efficiency. While there are minor areas for improvement, overall I am very pleased with the service provided.

Helpful receptionist made booking straightforward

Excellent service from the healthcare professional I saw.

Quick same-day appointment for urgent issue

I experienced a urinary tract infection recently and was impressed with how promptly it was addressed. I was able to receive care on the same day I contacted the practice, and found the healthcare professional to be excellent.

Phone lines busy but staff genuinely caring

It can be difficult to get through on the phone but the staff are incredibly kind and compassionate and treat you with respect, particularly the clinical team members I have encountered.

Reception staff were patient and helpful

The reception team demonstrated patience, courtesy and a willingness to assist. Although there was a queue when attempting to schedule an appointment at the opening time, it progressed efficiently and did not present any difficulties.

Phone queue keeps cutting you off

When attempting to contact the practice by phone, I experienced being placed in a queue for an extended period only to have the call disconnected just as I reached the front. This has occurred on more than one occasion, which I find deeply frustrating. The surgery's overall service and management have been disappointing. It is unfortunate because the nursing staff are genuinely excellent.

Reception staff dismissive and waiting times unfair

Disappointing experience. The staff came across as dismissive and self-centred. There seemed to be a lack of honesty and consideration for patients. While waiting, I noticed another patient who appeared unwell was asked to continue waiting. One clinician appeared to be making genuine efforts, but the rest of the team didn't seem engaged. The quality of care felt inconsistent and unpredictable.

Phone appointments led to missed diagnosis

My elderly mother was unable to obtain an in-person appointment and subsequently received a diagnosis that did not reflect her actual condition. She has since developed a serious infection and cardiac complications, requiring emergency hospital admission. Had there been a delay in receiving the necessary blood work through the surgery, the outcome could have been far more severe. This has been an extremely distressing experience.

Phone lines difficult and staff unhelpful

The practice is difficult to reach by telephone, and when contact is made, the staff can come across as curt and unwelcoming.

Outdated opening times and impossible phone access

Disappointing experience overall. Initially, I noticed the opening times displayed online did not match when the practice actually became available. I arrived expecting to call at 9am but discovered they operated from 8am, and there was no acknowledgement of this discrepancy or effort to help resolve the confusion. During my single consultation over three years, I felt the clinician was dismissive of my concerns and this made me hesitant to pursue further investigation, as I worried my symptoms were being minimised. I have not yet received a formal diagnosis despite my condition persisting. On two separate occasions, I was asked to wait approximately a week to receive antibiotics for an infection that had been confirmed. The last time this happened, I contacted NHS 111 instead and attended an alternative healthcare facility, where I received the medication the same evening. Most recently, I attempted to book an appointment and spent considerable time trying to reach the practice by phone without success due to high call volumes. I submitted an e-consultation through the NHS app and received a response suggesting I telephone the surgery. My subsequent call attempts were unsuccessful, and I was advised to ring at 8am the following day when they would have more clinical staff available. When I questioned how this would improve my chances of getting through given the earlier difficulties, I did not receive a satisfactory explanation. I will be relocating within the coming weeks and will be transferring my care elsewhere.