Stokewood Surgery
Average! (85 reviews)
Average! (85 reviews)
Feedback reflects a mixed experience across the practice, with clinical care consistently praised but significant challenges in appointment access and booking systems. Patients report excellent clinical assessments, thorough care, and supportive staff interactions during consultations, alongside a welcoming environment and responsive online consultation service for urgent cases. However, substantial barriers exist in reaching the practice by telephone, with extended waiting times, frequent call disconnections, and limited appointment availability creating frustration. The online booking system presents accessibility issues for some patients, and communication about appointment changes or delays is often inadequate. Reception experiences vary considerably, with some patients describing helpful and courteous interactions whilst others report dismissive or stressed staff responses. Continuity of care concerns emerge where patients see different clinicians, and follow-up processes appear inconsistent.
Wait times for routine appointments extend significantly, with some patients experiencing delays of several weeks or months from initial contact to clinical assessment. The practice appears to be operating at capacity, which impacts both telephone access and appointment scheduling. Whilst staffing pressures are acknowledged by some patients, the technical infrastructure supporting booking and communication requires improvement. When patients do secure appointments and receive clinical attention, the quality of care is generally highly regarded, though some consultations feel rushed or lack adequate explanation of diagnoses and next steps.
The practice demonstrates responsiveness in urgent situations and maintains clean, well-organised facilities with a professional team. Improvements in telephone systems, appointment availability, reception consistency, and communication about service changes would address the most frequently cited concerns.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
Respond to patient reviews
Monitor satisfaction trends
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Claim & Manage ProfileShows how often this practice responds to patient reviews and feedback.
Feedback reflects a mixed experience across the practice, with clinical care consistently praised but significant challenges in appointment access and booking systems. Patients report excellent clinical assessments, thorough care, and supportive staff interactions during consultations, alongside a welcoming environment and responsive online consultation service for urgent cases. However, substantial barriers exist in reaching the practice by telephone, with extended waiting times, frequent call disconnections, and limited appointment availability creating frustration. The online booking system presents accessibility issues for some patients, and communication about appointment changes or delays is often inadequate. Reception experiences vary considerably, with some patients describing helpful and courteous interactions whilst others report dismissive or stressed staff responses. Continuity of care concerns emerge where patients see different clinicians, and follow-up processes appear inconsistent.
Wait times for routine appointments extend significantly, with some patients experiencing delays of several weeks or months from initial contact to clinical assessment. The practice appears to be operating at capacity, which impacts both telephone access and appointment scheduling. Whilst staffing pressures are acknowledged by some patients, the technical infrastructure supporting booking and communication requires improvement. When patients do secure appointments and receive clinical attention, the quality of care is generally highly regarded, though some consultations feel rushed or lack adequate explanation of diagnoses and next steps.
The practice demonstrates responsiveness in urgent situations and maintains clean, well-organised facilities with a professional team. Improvements in telephone systems, appointment availability, reception consistency, and communication about service changes would address the most frequently cited concerns.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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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.