Wye Valley Surgery

Endless waiting queue drives patient absolutely crazy

I've never experienced problems with this medical practice or its personnel before, but today I'm stuck on the phone for over 41 minutes and still waiting! I've been holding at the front of the queue for 25 minutes, which raises serious questions about what the receptionists are doing and who they're talking to instead of addressing patients like myself who are waiting. The complete lack of oversight on their telephone queuing system is absolutely unacceptable and desperately requires a complete overhaul to make it more efficient and responsive. Regarding the medical staff, I have no complaints about the doctors I've consulted, and my family actually has a couple of preferred physicians we really like. Extremely frustrated this morning

Worst customer service ever experienced in my life

Absolutely horrendous! I'm completely speechless! They don't even deserve the single star I'm giving them! Their customer service is a nightmare - you're forced to wait over an hour on the phone, only to be informed that they've exhausted all appointments for the day and won't allow booking for alternative dates! They flatly refuse any pre-booking options! Your only recourse is to repeatedly call daily, desperately hoping for an opening. The front desk staff are incredibly unhelpful and consistently disregard patients' needs. It's a total embarrassment and an absolute mockery of customer service.

Confusing medical care with poor communication

I'm uncertain about the surgical procedure's details. For basic antibiotic treatment, I was directed to the Emergency Department. On another occasion, a physician contacted me three weeks back, promising to schedule blood tests, but I've heard nothing since. The lack of communication and accountability is incredibly perplexing. Regards

Worst medical practice ever with terrible phone system

Why is it impossible to reach anyone on your phone lines? My 90-year-old mother wasted nearly two and a half hours trying to get through and still couldn't connect. This is absolutely the worst medical practice I've ever encountered, with a truly dreadful telephone system that's completely unacceptable.

Great care and friendly staff at surgery

I've encountered multiple excellent interactions at this medical practice. The front desk staff are accommodating and supportive when necessary. Scheduling appointments has been seamless, and the medical professionals provide outstanding care.

Worst customer service nightmare ever

Spent over half an hour attempting to reach a live representative, ultimately abandoning my efforts in frustration.

Terrible phone system ruins potential great medical experience

The medical professionals seem adequate, but their phone system is a nightmare. Attempting to connect via telephone is nearly impossible, and it appears other patients share this struggle. I spent 40 minutes waiting, positioned first in the queue, only to discover none of the menu options function properly. After enduring an additional 15 minutes, I was unceremoniously disconnected. A subsequent call resulted in another abrupt disconnection. Their promised new phone system remains conspicuously absent. The entire experience was profoundly exasperating and a complete waste of time. Given that voicing a complaint is potentially interpreted as aggressive, this review platform becomes the sole avenue for expressing these legitimate concerns.

Terrible doctor who fails to provide care

Absolute bottom-tier healthcare provider. Consistently fails to deliver adequate medical assistance.

Worst medical practice ever terrible phone service

I attempted to reach the medical practice at 11:40 and began dialing. After enduring almost 50 minutes on hold, navigating through two separate automated phone systems, someone finally picked up—only to immediately disconnect the call! Upon investigating online, I discovered their lunch break runs from 1 to 2 pm.

Wye valley surgery fails vulnerable toddler badly

The medical practice was utterly disappointing and seemingly indifferent. Attempting to secure an appointment for my young grandson became an incredibly frustrating ordeal. Multiple phone calls on Monday and Tuesday were met with the same dismissive response: fully booked. Wednesday brought even more disappointment when the entire surgery was closed for training. My grandson, barely over a year old, was suffering, yet unable to articulate his discomfort. Fortunately, my daughter contacted 111, who immediately recognized the severity of the situation and dispatched an ambulance. The paramedics were exceptional and thorough. At the hospital, it was discovered my grandson had fluid on his lung and a chest infection, requiring antibiotics. I am absolutely appalled that this medical practice does not consider young children a priority. The 111 service and paramedics shared our shock at the surgery's apparent lack of concern for vulnerable infants. It is deeply troubling that a medical practice could be so callous towards toddlers and babies who cannot effectively communicate their medical distress. Thankfully, the 111 service understands the vulnerability of young children and treats their health concerns with the urgency they deserve.

Terrible reception staff make healthcare impossible

Completely Worthless Front Desk Personnel If the rating system allowed for a zero-star review, I'd select it without hesitation. The front desk team at this medical practice are stunningly inept—they've answered the phone eight separate times today only to disconnect immediately. Zero assistance, zero communication, just pure contempt for patients desperately seeking support. If these employees are so profoundly dissatisfied with their roles, they should seriously consider alternative employment rather than deliberately obstructing people's access to healthcare. Absolutely appalling service.

Survived the queue with minimal frustration today

I survived today's encounter, and the front desk staff didn't come across as unpleasant. A word of advice—when you're at the front of the line and prompted to choose a selection, simply pause, and with any luck, you'll be routed to the reception area.

Terrible customer service and communication nightmare

My wife got a text claiming her appointment this evening was cancelled due to IT problems, but the appointment was actually scheduled for the following day. She's currently attempting to call them, having been on hold for 14 minutes and repeatedly selecting option 1 for appointments. If this were a commercial enterprise, they would undoubtedly fail within months due to such inefficiency. After 18 minutes, she finally connected with a receptionist who initially misunderstood the purpose of the call. After some confusion, she was informed that an administrative error had occurred and the appointment remained on track for tomorrow. The receptionist seemed overwhelmed and appeared to be handling multiple responsibilities simultaneously. As a follow-up note, the doctor never contacted my wife on the day of her appointment, and a week has passed since filing a complaint without receiving any response or acknowledgment.

Worst medical experience ever painful and frustrating

Absolutely appalling customer service, with a front desk staff member who displayed a complete lack of professionalism and understanding of their medical practice. The receptionist was unhelpful and dismissive, and their response time to an electronic consultation was an unacceptable five days long.

Frustrating phone system leaves patients hanging helplessly

Attempting to contact this medical practice via telephone is an exercise in futility. They claim on their website to have implemented a new phone system as of February 19th. Yet, after waiting as the first caller in the queue for half an hour with no response, it's evident they are severely understaffed and unable to handle incoming calls.

Frustrating healthcare experience with medication mishaps

The pharmacy abruptly terminated my recurring prescription without warning. The medical professionals here are severely lacking, with many seeming completely incompetent. I'm still in limbo waiting for medication approval. Moreover, I was mistakenly given an incorrect migraine prescription that actually triggered repeated migraine attacks, rendering me unable to work until a competent physician finally identified the previous doctor's error.

Worst medical experience ever terrible service

Incompetent medical practice with unprofessional staff who are misleading and unreliable. This clinic operates like amateurs and should be shut down immediately.

Worst customer support ever frustrating experience

Can't get through to anyone at this company! Stuck listening to endless hold music, and after four attempts and more than an hour of waiting, I was abruptly disconnected. Absolutely unacceptable customer support!

Confusing service with frustrating online experience

I consistently appreciate this procedure and was highly supportive, but I'm puzzled why I'm being directed to your website when I'm unable to accomplish anything there since you don't provide the service and simply redirect me to private healthcare. I genuinely want to understand the purpose, as I'm completely failing to see any value in this approach.

Terrible service and impossible to contact doctors

Impossible to reach by phone. I've spent a week attempting to contact them without success. Their claim that pharmacies can assist is completely unhelpful and untrue. This medical practice is dangerously close to professional misconduct and appears completely irresponsible. There's no clear avenue for filing a complaint, as they don't even have a practice manager. Anyone contemplating registering with this surgery should absolutely think twice before doing so.