Stokewood Surgery

Reception staff were dismissive when requesting home visit support

My mother was extremely unwell and unable to attend the practice in person. When she called to request a prescription refill, the staff member was dismissive and insisted she had to come in for an examination. She was genuinely too ill to attend—she couldn't walk and hadn't eaten or drunk anything for several days. The staff member's response felt unsympathetic and suggested she was being lazy rather than taking her condition seriously. I found the interaction deeply upsetting and felt my mother was treated with a lack of compassion during a time when she needed support. I would not recommend this experience to others.

Long waits made the visit frustrating

Extended wait times were experienced during my visit. I would suggest considering alternative practices if possible. The overall experience was disappointing.

Reception staff kindness helped after rushed appointment

The practice is generally satisfactory, however I received a significant diagnosis from one clinician that felt life-changing, yet was delivered with minimal explanation beyond a comment about age-related occurrences. The appointment lasted approximately ten minutes, which didn't allow me adequate time to process the information, and I left feeling anxious and distressed. The receptionist was supportive and compassionate throughout. Following this, I experienced considerable worry over the next few days and required emergency services attendance after a panic episode where I feared I was experiencing a cardiac event. I subsequently submitted an e-consultation and was offered an appointment shortly after. The clinician I saw during this follow-up appointment was excellent—demonstrating genuine care, taking time to listen without rushing, and providing thorough explanations that significantly helped alleviate my concerns. The follow-up care was exemplary and the practice itself is commendable, though the initial consultation experience was disappointing.

Rushed appointments with minimal physical examination

I felt I didn't receive adequate assistance with my concerns during either of my appointments. There was no physical examination conducted, and I experienced what felt like a hurried consultation before being directed to seek care elsewhere. The appointment lasted less than five minutes. I felt the focus was primarily on computer work rather than thorough clinical engagement. I hope that future visits will provide more comprehensive care and that other patients receive better attention than I experienced. Should my situation improve, I may revisit this feedback.

Appointment booking and inconsistent care throughout

The entire experience has been disappointing across multiple aspects, including the appointment booking process, consultations, and follow-up care, along with a lack of consistency throughout. Each visit has involved seeing a different clinician, which has resulted in varying clinical opinions and approaches. A medication was discontinued and substituted with an alternative that appeared to carry similar dependency concerns alongside additional adverse effects. Subsequently, there has been reluctance to reconsider this decision or provide alternative options, with the suggestion to either accept the current situation or discontinue use entirely. The overall experience has felt lacking in attentiveness to patient needs and empathetic support.

Painful experience and no help

Having major surgery soon, requested to recheck blood test by hospital, Stokewood said they couldn't help as no request from Hospital, so had to call hospital back again for the request, ended up booking direct at hospital, Bad enough waiting for the operation, but to be denied a blood test that was requested by the hospital as they said it would be quicker as surgery are aware of what I am having done. uncaring front line staff, didnt listen or care, near to tears after this brush off, shame they don't have a zero rating tag

Friendly reception but early access timing difficult

We have recently had a positive and welcoming experience with the service provided. The front desk staff demonstrate helpfulness and make genuine efforts to support patients, and the current procedures in place function effectively. The main difficulty we have encountered relates to accessing the online consultation system from the early morning, as work commitments begin before the system becomes available.

Quick callback and prompt appointment arranged

Online consultation was arranged, followed by a prompt telephone callback. An appointment with a clinician was provided within a couple of hours. Much appreciated.

Quick response to e-consult appointment

Submitted an online consultation in the early hours and was offered an appointment later that same morning, leaving with a prescription in hand. Excellent care! 🙂

Supportive staff despite occasional long waits

A wonderful practice with genuinely caring and understanding team members. There are occasional delays in being seen, though the waiting times here are considerably better than what relatives have encountered at their own surgeries.

Reception dismissed concerns without listening properly

Although I provided comprehensive details about my symptoms and outlined all the treatments I had already tried during my online consultation, my case was triaged and passed to a pharmacist instead. When I contacted reception to discuss this, the staff member seemed to make assumptions about my concerns, suggesting that my dissatisfaction stemmed from my professional background rather than the actual decision itself. She collected my information but then began explaining the reasons for the pharmacist referral before I could fully express my perspective. When I attempted to contribute to the conversation, she became defensive and accused me of interrupting her. While the clinical staff are competent, the triage process appears to require improvement.

Staff respond quickly to urgent concerns

The medical and support team at this practice are consistently helpful, and any pressing concerns are addressed promptly. As with many NHS surgeries, there can be pressure around scheduling routine appointments, though the staff always keep patients informed about when future appointments might be available. Their commitment and effort are genuinely valued.

Thorough appointment led to swift specialist referral

I have awarded 5 stars to the clinician I saw during a recent appointment regarding a long-standing health concern. They were very thorough in their assessment and arranged a referral to a specialist clinic, who subsequently saw me for further evaluation. I am grateful that my concerns were taken seriously and I am now receiving appropriate care.

Friendly reception and efficient appointment booking

Absolutely, everything was excellent across the board.

Prompt and efficient appointment handling

A recent appointment was handled in a timely and effective manner.

Unclear communication left me confused

I'm uncertain about what comes next in my care, and I felt similarly unclear following my previous appointment as well.

Appointments kept getting cancelled or forgotten

Extremely disappointing experience. I attended an appointment regarding chest concerns and was advised to undergo imaging followed by a cardiac test a few days later. I received a text message confirming an appointment had been arranged at a local hospital for imaging, so I took time off work and travelled there, only to discover the appointment had not actually been scheduled. Upon returning to my surgery, the receptionist explained that the clinician had failed to complete the booking. Subsequently, I took another afternoon off work for a scheduled cardiac test at 3.45pm, but received a cancellation notification at 3.05pm. A week has now passed and I have another cardiac test appointment scheduled for 11.15am, so the situation remains to be resolved.

E-consult service made booking straightforward

Streamlined remote consultation services and constructive subsequent visit

Quick to arrange urgent appointments when needed

I've required a few urgent appointments or assistance recently and this practice has been excellent at arranging appointments promptly or providing telephone guidance.

Quick appointment after online consultation

Submitted an online consultation and received an in-person appointment within approximately an hour. The practice demonstrated a responsive approach.