Stokewood Surgery

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.

Econsult service sorted it quickly

Despite having numerous concerns, I wanted to express my appreciation. The online consultation service is excellent. I submitted an online consultation for my child on a Friday afternoon and received a prompt callback to attend in person, where medication was prescribed. Thank you once more.

Long phone waits and frustrating appointment delays

Had a blood test over a week ago, spent 45 minutes on hold this morning before the call disconnected. Submitted an online consultation hoping it would lead to an appointment...received a text to confirm my online consultation had been reviewed, and the clinician wants to see me but the earliest available appointment is 5 weeks away! This means from my initial online consultation to actually being seen could take 7 weeks. How is this feasible and reasonable??? When you do get to see a clinician at the practice they are lovely, and have provided excellent care in the past with various matters. But 5 weeks for a follow-up appointment regarding a blood test doesn't feel acceptable.

Quick econsult sorted without the phone queue

I've noticed quite a few negative comments about GP surgeries lately, so I wanted to share something encouraging! On a weekday morning during peak hours, I submitted an online consultation at 8.30 - it was far more convenient than phoning and avoided the usual queue. Within 45 minutes, the surgery rang to arrange an appointment for the same morning! I was seen by a friendly and well-informed healthcare professional at 10.20. My prescription was issued promptly, and I'm already feeling significantly better! (Planning to return to my usual activities tomorrow.) Many thanks to the practice!

Difficult booking system and dismissive staff attitude

The staff were unhelpful and discourteous. Booking an appointment proved to be very challenging, and there appeared to be little regard for patients who struggle with the digital systems required by the practice. I would recommend considering other options if possible.

Online system left me stuck for months

Unable to reach a person directly, I spent considerable time navigating the e-consult system without resolution. There was no subsequent follow-up, and after three weeks a letter arrived containing a consultation booking code. Upon attempting to use it, the website indicated no available appointments. I completed the online form with my preferred contact times and dates but received no response. When I tried to use the code again to follow up, it no longer functioned. More than three months have passed without any direct contact or progress. I found this experience deeply frustrating and disappointing.

Quick response to my online consultation form

I must say I have tremendous regard for this medical practice. Despite some criticism from others who don't fully appreciate what goes on behind the scenes, the team is excellent. I submitted an online consultation form in the morning and received a text response with a prescription order within half an hour. I'm grateful for the support and assistance provided. Every member of the team performs their role very well.

Consistent care and friendly reception

Consistently excellent standard of care provided

Practice failed to follow up on diagnosis

I had a very disappointing experience at this practice. I felt that important aspects of my care were overlooked, and I was left feeling unsupported. I was ultimately told to seek care elsewhere, which I found upsetting and unhelpful. I would not recommend returning.

Hard to book but worth the wait

Excellent surgery provided you manage to secure a consultation slot

Long waits for appointments and responses

This practice has some excellent clinicians who are consistently helpful when they can be seen. However, the service appears to be stretched, as obtaining appointments or receiving replies to online consultations involves substantial waiting periods. Having recently switched to a different surgery, the contrast in appointment availability and response times has been quite striking.

Reception staff unhelpful with faulty check-in system

The reception team at this practice appears to lack warmth and understanding in their interactions with patients. I witnessed an instance where a patient experienced difficulty with the automated check-in system and requested assistance, but was directed to attempt it again rather than being helped, despite the staff being aware that the system had been problematic for other visitors earlier that day. There have been other occasions that left me with concerns, though this particular experience felt most representative of the overall atmosphere. The practice operates at significant capacity, which seems to contribute to the reception staff appearing under considerable pressure, and this tension sometimes appears to be reflected in how they engage with patients. It would perhaps benefit the team to consider that individuals coming to a GP surgery are often in vulnerable circumstances and dealing with health worries, and might benefit from a more supportive approach rather than perceiving them as burdensome. That said, the clinical staff here are genuinely skilled and provide excellent care when appointments can be secured.

Phone lines drop too often when booking

The practice requires calling to arrange appointments for ongoing condition reviews. After extended periods on hold, calls frequently disconnect. Attempting to use the online consultation system proves unsuccessful, as appointments cannot be secured through this method either. Getting through by telephone is extremely difficult, and when contact is finally established after significant waiting times, the line often cuts off.

Long phone queues and poor callback communication

I have been waiting for a test result from approximately a month ago. When I contacted the testing facility, they confirmed the result had been received within ten days, yet I was never notified. I then attempted to reach the practice by phone for around 45 minutes, during which I was repeatedly informed by an automated message that I was in a queue. The call subsequently disconnected with a message stating that no one was available and to try again later. I have no concerns regarding the clinical staff, however I found the administrative processes for contacting the practice and arranging appointments to be frustratingly inefficient. I subsequently attempted to call again and experienced a further disconnection after approximately 25 additional minutes on hold.

Long waits but thorough and helpful reception

The practice is facing significant challenges at the moment with lengthy wait times, however the clinical staff member I saw was exceptionally thorough and attentive. The reception team were also very helpful and supportive throughout my visit.

Couldn't book online or reach anyone by phone

Difficulty accessing appointments through online channels and unable to reach the practice by telephone. Would have rated lower if possible. Haven't attended this practice in a decade and the experience appears to have deteriorated further.

Welcoming practice with helpful reception staff

This is an excellent surgery, particularly the clinical team, with outstanding service across all areas and a welcoming approach to veterans. A credit to everyone from reception staff through to medical professionals.

Helpful staff made wound dressing straightforward

Just had an appointment with a healthcare assistant to have a wound dressed on a family member's leg. The treatment was excellent and the staff were incredibly helpful. I have no complaints whatsoever. The team are doing a wonderful job and should continue with their great work. The patient is in their nineties.

Phone queues make booking appointments difficult

The phone lines are extremely difficult to get through on, and securing an appointment proves to be quite challenging. It seems this practice may have lost sight of the fact that it operates as a publicly funded service.

Phone booking system leaves patients frustrated

This practice has been deeply disappointing to use. Appointments cannot be booked by telephone, which I found inconvenient. I spent considerable time completing an online consultation form only to receive a text message stating no appointments were currently available and that I would be contacted in due course. That communication was sent more than a month previously with no further contact since. A subsequent appointment was cancelled due to staff absence. I was notified by text message to call and arrange an alternative time. I attempted to reach the practice by phone but was unable to get through after an extended wait.