Stokewood Surgery

Clean practice with responsive communication

Well-organised, attentive, and maintains good communication. The premises are hygienic and the team is welcoming. Excellent experience overall!

Quick response to eConsult appointment

I recently used the online consultation service and was very pleased with the experience. I was assessed by a senior clinical practitioner on the same day, who provided excellent care and arranged a referral to hospital for me.

Quick response to online consultation request

The service was notably prompt following the submission of an online consultation request.

Doctor took time to listen and advise

The appointment was excellent. The clinician listened carefully to my concerns and provided helpful suggestions and advice. They arranged appropriate diagnostic tests and investigations. The service was of a very high standard. Thank you very much to the team.

Long waits and dismissive approach from some staff

I have been a patient at this practice for nearly a decade. My experiences here have been mixed, with positive visits balanced by disappointing ones. Lengthy waiting times are a recurring issue, and I have found that some clinicians appear more interested in rushing through appointments than genuinely addressing concerns. That said, there are a handful of staff members who do provide good care. Overall, the practice seems poorly managed and the service has frequently fallen short of expectations for both myself and my family members.

Reception staff dismissive of legitimate concerns

This practice has been disappointing and unhelpful in my experience. I found the approach unkind and felt there were competency concerns. When issues arose, I felt they were not adequately addressed and instead dismissed through correspondence. The impact on my wellbeing has been significant. I intend to pursue this matter through formal complaint channels and consider sharing my experience more widely.

Reception staff refused to help with booking

I usually have positive experiences, however on this occasion I encountered a different member of reception staff who seemed unwilling to assist when I expressed difficulty understanding how to navigate the appointment system. Despite initially suggesting they could help, they did not follow through and instead engaged in back-and-forth discussion rather than providing support. It appears that the barriers to securing appointments have become increasingly challenging, which may explain why many people resort to attending emergency services instead.

Staff were patient despite being busy

I have always found the practice and its entire team to be extremely helpful and courteous. It is important to recognise that they are simply carrying out their roles and the public should bear this in mind. They manage heavy workloads and considerable demands, yet they consistently provide assistance wherever they are able to do so. I am genuinely grateful for the support and understanding demonstrated by everyone at the surgery.

Unhelpful medical report and lost confidence

I had a very negative experience with my previous GP. I felt that the medical report contained inaccuracies and was dissatisfied with the care I received. I lacked confidence in the approach taken and decided to switch to a different GP.

Receptionist answered promptly and offered same-day appointments

I have recently needed to contact the surgery on two separate occasions, using both the online consultation system and telephone, and received exceptionally good service on both instances. My calls were answered very quickly by a friendly and helpful member of the reception team, who promptly processed my online consultation request and arranged appointments for me on the same day. Well done to the entire practice team for providing such excellent service. Thank you for your professionalism and support.

Efficient blood test with minimal fuss

Attended an appointment for a blood test at the scheduled time. The healthcare professional was able to locate a vein successfully. Very appreciative of the care provided.

Reception turned away injured child without checking staff availability

My young child sustained an injury at a nearby location and I brought him to the surgery while he was bleeding. Upon arrival, the receptionist informed me in a direct manner that no medical staff were available to assess the injury, stating the practice does not accept walk-in patients and suggesting I seek care elsewhere. I subsequently contacted a local triage service for remote consultation and was redirected back to the same surgery, where I was seen by a healthcare professional who provided a thorough assessment and helpful guidance. When I later mentioned to the receptionist that medical staff appeared to be present at the practice after all, the receptionist responded loudly with "WE ARE NOT A WALK IN" across the waiting room in front of my child. It appeared the receptionist was unwilling to assist and showed little understanding of the situation. The interaction felt dismissive and created an unnecessary obstacle to receiving care. The clinical staff who eventually assessed my child were excellent and provided very good support. In summary, accessing medical attention proved difficult at the reception stage despite the practice having appropriate staffing and resources available. The initial experience was frustrating, though the clinical care received was of a high standard.

Reception didn't follow through on promised callback

I experienced a respiratory emergency this morning and attempted to contact my GP practice. As many people know, reaching them by phone can be challenging. I visited in person to request an urgent prescription after misplacing my medication. The receptionist suggested I return at midday, which I did, but the prescription still wasn't ready and I was told I would receive a text notification. I haven't heard anything by late evening and my symptoms have worsened considerably, leaving me considering whether to seek emergency services. I was extremely frustrated with what felt like an inefficient process. However, I must revise my initial assessment. The practice has clearly implemented meaningful improvements. I was attended to promptly during two recent visits and the follow-up care was of a high standard. I would rate them very highly if not for some frustrations with their remote consultation system. The changes they've made have been genuinely impressive and represent a significant improvement.

Helpful reception staff made booking easy

Consistently supportive and accommodating.

Reception staff made us feel unwelcome

I'm deeply disappointed with how my young child was treated during our visit. I'm struggling to understand how a straightforward eye-related concern was handled. I'd rather not go into detail about what happened yesterday, but I found the experience at reception to be unwelcoming and upsetting for both myself and my son. I'm quite upset about this.

Long phone queues and repeated appointment cancellations

The surgery appears to be experiencing operational difficulties stemming from a combination of staffing constraints, coordination challenges, and system problems. I arranged an appointment with the nursing team for my child on Tuesday, but received a cancellation notification that morning. When I called to reschedule, I was informed I was fourth in the queue and waited over an hour on hold. When the receptionist eventually answered, they mentioned a technical issue with their line and the call disconnected. I had to call back and managed to book another appointment for Wednesday morning, only to receive another cancellation message. After calling again to rebook, we attended the surgery but the appointment could not be located in their system.

Felt genuinely listened to and treated kindly

I recently had an appointment and met a lovely healthcare professional. They were exceptionally kind and displayed a gentle, caring manner throughout our interaction. I really appreciated their approach and would be delighted to see them again in future visits.

Clean facilities and attentive care

I attended an appointment with a member of the nursing staff regarding an ear concern. They were very pleasant and provided helpful assistance. The facilities, including the toilets and waiting area, were well-maintained and clean. Overall, I received excellent service.

Loyal patient through two decades of care

I have been a patient at this surgery for over two decades and have consistently used their services throughout this time. The team members and clinicians have been excellent, maintaining high standards of care even during challenging periods.

Quick response to urgent health concern

I would like to express my sincere appreciation for how promptly the practice responded after my wife submitted an online consultation. This was followed by an immediate telephone call to arrange an appointment that same afternoon, and the following morning she received another call from the hospital stroke unit to schedule an appointment at their clinic that afternoon. Within just over a day from the initial online consultation, my wife had received treatment and undergone the necessary follow-up tests. Based on my experience, I can only offer my genuine gratitude to everyone at the practice and the hospital for the speed and efficiency with which they acted to ensure my wife received the urgent care she required.