Stokewood Surgery
Average! (86 reviews)
Average! (86 reviews)
The practice demonstrates a mixed service profile with notable strengths in clinical care delivery but significant challenges in access and communication. When patients successfully secure appointments, clinicians consistently provide thorough assessments, attentive listening, and compassionate support, with many reporting excellent outcomes and prompt referrals. The online consultation system has proven effective for many, with rapid responses and same-day appointment availability frequently noted. However, substantial barriers exist in accessing these services, with telephone waiting times, call disconnections, and difficulty booking appointments emerging as persistent concerns across the feedback. Reception experience varies considerably, with some patients reporting warmth and helpfulness whilst others describe dismissive or rushed interactions, particularly during high-pressure periods.
Operational challenges appear to affect service consistency, including appointment cancellations, system accessibility issues, and gaps in follow-up communication. Patients have noted extended waits for routine procedures, with some reporting multi-week delays between initial contact and clinical assessment. The practice environment itself receives consistent praise for cleanliness and organisation, and prescription processing is generally efficient. Several patients acknowledge the practice operates under considerable demand and staffing constraints, though others feel these pressures should not compromise the standard of care or courtesy offered to vulnerable individuals seeking medical support.
Recent feedback suggests some service improvements have been implemented, with several patients reporting prompt responses to online consultations and responsive telephone access. The practice appears to perform well with urgent cases and demonstrates capability in coordinating specialist referrals. Continuity of care remains important to patients with complex conditions, and those with established relationships with particular clinicians report high satisfaction. Accessibility of the online system outside standard hours and support for patients with digital difficulties represent areas for further development.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
This practice actively listens to patient experiences and is committed to improving services through feedback and engagement.
Shows how often this practice responds to patient reviews and feedback.
The practice demonstrates a mixed service profile with notable strengths in clinical care delivery but significant challenges in access and communication. When patients successfully secure appointments, clinicians consistently provide thorough assessments, attentive listening, and compassionate support, with many reporting excellent outcomes and prompt referrals. The online consultation system has proven effective for many, with rapid responses and same-day appointment availability frequently noted. However, substantial barriers exist in accessing these services, with telephone waiting times, call disconnections, and difficulty booking appointments emerging as persistent concerns across the feedback. Reception experience varies considerably, with some patients reporting warmth and helpfulness whilst others describe dismissive or rushed interactions, particularly during high-pressure periods.
Operational challenges appear to affect service consistency, including appointment cancellations, system accessibility issues, and gaps in follow-up communication. Patients have noted extended waits for routine procedures, with some reporting multi-week delays between initial contact and clinical assessment. The practice environment itself receives consistent praise for cleanliness and organisation, and prescription processing is generally efficient. Several patients acknowledge the practice operates under considerable demand and staffing constraints, though others feel these pressures should not compromise the standard of care or courtesy offered to vulnerable individuals seeking medical support.
Recent feedback suggests some service improvements have been implemented, with several patients reporting prompt responses to online consultations and responsive telephone access. The practice appears to perform well with urgent cases and demonstrates capability in coordinating specialist referrals. Continuity of care remains important to patients with complex conditions, and those with established relationships with particular clinicians report high satisfaction. Accessibility of the online system outside standard hours and support for patients with digital difficulties represent areas for further development.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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Lucy L.
4 years ago
Excellent!
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.
Jim S.
4 years ago
Bad!
Online form wasn't available when needed
Computer says no. This service has been deeply disappointing. I have raised concerns with NHS England multiple times. Shortly after Christmas, I required medical support and attempted to use the online consultation form. The form was not accessible and the practice was not accepting routine appointments at that time, with guidance directing emergency cases to call 111 for A&E services. This was frustrating. I ultimately sought care privately at another practice. Although this involved a cost, the standard of care I received was excellent. The private consultation proved valuable, as it identified a significant health condition requiring prompt treatment. I feel the NHS practice could have provided better accessibility during this period.
Mark D.
4 years ago
Excellent!
Prompt response when my partner fell ill
I have not had frequent need to visit the surgery, however on the occasions I have attended, the staff have demonstrated efficiency, professionalism and kindness. Recently, a family member was unwell and received a prompt appointment along with excellent care. Thank you.
Helen W.
4 years ago
Excellent!
E-consult frustrating but staff genuinely responsive
This is an excellent practice that offers helpful and supportive care. While the online consultation system can be somewhat inconvenient, the responses provided are of good quality. The clinical team, nursing staff, healthcare assistants, care coordinators and all other team members are outstanding. A visitor staying with me needed to register temporarily, and when they required prompt medical attention, the practice demonstrated exceptional helpfulness and responsiveness. I would strongly recommend this practice to anyone seeking healthcare services.
Amy C.
4 years ago
Excellent!
Phone lines busy but staff genuinely helpful
Genuinely outstanding care provided by everyone at the practice. Naturally they have a heavy workload, and reaching them by telephone can occasionally be challenging (much like many services nowadays), but the team members are consistently supportive and accommodating. The online consultation service is effective and the staff respond swiftly to any pressing concerns. Appreciation for the attentive approach taken towards patient wellbeing.
Mr B.
5 years ago
Bad!
Long wait times left me frustrated
I had to wait an extended period for my appointment with a practice assistant regarding blood work. Due to time constraints, I was unable to remain and had to leave. When I raised my concerns about the delay with the reception staff, I felt my feedback was not adequately acknowledged. Overall, the experience left me feeling frustrated and undervalued. I am now considering switching to a different practice.