Stokewood Surgery

Reception got us urgent appointment within the hour

Best surgery around. Never had any issues with this practice but tonight really was outstanding NHS service from the clinical team and reception staff. Contacted the surgery at around 4:30pm regarding my child. The receptionist had no hesitation to get my young child in for an urgent appointment. They were very helpful and sympathetic and within an hour, the clinician called me and asked to bring my child to the surgery. By 5:45pm, we were seen. The clinician thoroughly checked everything from my child's chest, throat, ears etc to heart rate, oxygen, and temperature. The clinician was extremely playful but professional and made my child feel comfortable and safe. Luckily it is just a viral infection but the clinician expressed that even a worried parent is a good enough reason to get an appointment and it is no waste of time at all. They also contacted the local hospital's 24/7 service that will be available for any concerns or further check ups overnight if necessary (the hospital has contacted me since). Absolute excellent care from the doctor and I couldn't thank them and the reception staff enough for how great they both were. Highly recommend!

Staff made me feel calm and reassured

The team here is very pleasant and helps you feel at ease.

Clean practice with genuinely polite staff

Well-organised, clean and neat surroundings. The team members are consistently polite, courteous, kind and supportive.

Phone system cuts you off after waiting long

When you manage to get an appointment and see a clinician, the experience is excellent. However, the telephone booking system is problematic. There is no visibility of your position in the queue, and calls are disconnected after approximately 20 minutes of waiting, requiring you to ring back and start the process again, often facing longer wait times. The online portal is also frustrating. Its functionality is limited to appointment requests and mental health referrals, making it particularly unsuitable for those working night shifts, as the system becomes unavailable by the time they are awake and able to use it. This was not previously an issue. Additionally, walk-in appointments are no longer available, leaving only online or telephone booking as options. While staffing pressures are acknowledged, the technical infrastructure requires significant improvement.

Phone queue left me hanging and cut off

I've been waiting on hold for an extended period while listening to a recorded message indicating a short wait time, followed by another message stating that staff members are currently unavailable and suggesting I call back at a later time. The call was then disconnected.

Helpful staff who actually listen

Consistently demonstrates helpfulness and maintains clear communication throughout interactions.

Phone queue message could be more honest

The practice has implemented a messaging system that informs callers they will be assisted shortly while on hold, rather than providing their position in the queue.

E-consult system makes appointments harder

I have been a patient at this surgery for many years. Overall, they provide excellent care, however I have found the remote consultation system to be very problematic. I struggle to access a clinician through this method. While I am able to use the remote consultation when my condition permits, the system itself is not functioning as it should be online. My wellbeing has been declining, and I find it difficult to communicate by telephone as I have trouble expressing myself clearly.

Reception staff treated me with genuine kindness

I relocated from another county to the local area in December and chose this surgery as my healthcare provider. I can genuinely say that I have experienced nothing but warmth, outstanding care and genuine compassion from everyone I have encountered, whether at reception or in clinical roles. While the telephone lines are not always answered immediately, this is understandable given the high volume of enquiries that a GP practice manages throughout each day. This is clearly a well-organised and efficiently managed practice. I am very grateful for the service received.

Long waits made accessing basic health checks difficult

I've been encouraging my partner to visit the surgery for some time. As they're now over 50, they were due for a routine health check considerably overdue, but hadn't received an invitation. After contacting the practice in early January, we waited approximately 10 weeks for the initial blood test appointment. Following that, there was a further two-week wait to see a clinician for routine measurements. They've now been called back for another blood test, which means another two-week wait, followed by an unspecified period for results to be processed and for the practice to contact us to arrange a results appointment. Overall, from the initial contact to actually being seen by a doctor, the entire process has taken around five months, despite my partner not having attended for eight years. This extended timeline is concerning and feels like it could potentially compromise patient care. Regardless of operational challenges or staffing considerations, a five-month wait for this type of routine appointment pathway seems unreasonable. The pandemic cannot continue to be cited as justification for these delays. I attend a different local practice, and my daughters' surgeries in other areas experience significantly shorter waiting times, so it's unclear why this particular practice has such prolonged delays compared to others in the region.

Thorough care despite being under pressure

I would like to express my gratitude to the medical team at the practice. Despite being under considerable strain, the clinician demonstrated a methodical and dedicated approach to offering assistance, support and advice. I truly appreciate their efforts - thank you.

Same-day appointment for urgent infection needs

I visited this practice as a visitor to the country when I developed a serious urinary tract infection some time ago. I was able to see someone the same day I called. The team were very welcoming and helpful, they provided me with medication and I recovered within a few days.

Long phone waits left us without urgent help

I was extremely disappointed with my recent experience. After waiting on hold for approximately an hour, I was advised to contact an alternative service as there were no urgent slots available for my unwell child. The next day, despite a referral message being sent to the practice indicating that an urgent appointment was necessary, I did not receive any contact or response from the surgery. When I called to follow up on the situation, I was informed that the practice was at full capacity and unable to accommodate an appointment.

Long phone wait, unhelpful reception attitude

Extended wait time on the telephone before reaching reception staff who came across as dismissive and unhelpful. The interaction felt rushed and unwelcoming rather than accommodating to my needs.

Poor communication and unhelpful assumptions made

The pandemic appears to be used as an ongoing justification for service shortcomings. It would be beneficial if there were more direct communication with patients rather than relying on assumptions.

Phone queues are frustratingly long here

Mixed feelings about this practice as there are both positive and negative aspects to mention. The telephone waiting times are frustrating and consistently longer than ideal. The reception team members often appear stretched and stressed during face-to-face interactions. However, the clinical staff member I have encountered for routine procedures has been exceptionally pleasant, supportive and approachable, and demonstrates genuine care for patients. When discussing test outcomes, this person showed excellent patience, composure and attentiveness, which is why I have given a score of 4. The phone access and front desk experience would benefit from improvement. There is adequate parking available at the premises. It is worth noting that appointments typically run approximately 10 to 15 minutes behind schedule, so it is advisable not to book consecutive appointments or plan time-sensitive activities immediately afterwards, as you may risk being late. Upon arrival at the surgery, there is a self-service check-in system located on the right side of the entrance where you select your gender and enter your date of birth to complete registration. You can then take a seat in the waiting area, and your name will appear on the display screen when the clinical team is ready to see you.

Quick response to e-consult request

Submitted an online consultation in the morning and received a response with prescription collection available by midday. The local pharmacy provided excellent service throughout the process.

Promised callback never arrived without notice

Spent the entire day waiting for a telephone consultation that did not materialise, having been told a clinician would make contact on Monday. It would have been appreciated to receive a message notifying me of the change rather than being left without communication. It appears this is a recurring issue affecting multiple patients at the practice.

Couldn't get through on the phone

Not satisfactory!

Online consultations work better than phone lines

Always helpful. I see a particular clinician who is brilliant given my multiple conditions under several specialists and all my planned appointments are with them as are emergencies unless they're not working that day. Seeing a different GP is a nightmare as it takes them too long to make sense of everything within an appointment so continuity is so important to me. Phone lines are a nightmare but the online consultation system is effective and responds quickly. Some issues with repeat prescriptions but wouldn't change surgery as my regular clinician is brilliant.