Stokewood Surgery - Ratings and reviews
Reviews
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Review titled Appointment Making
Rated 1 star out of 5
by Anonymous - Posted on 12 February 2024
30 minutes held in a queue with numerous promises of soon being connected. I’m lucky I’ve only needed to see a GP twice in 12 years it was never this bad previously. Gave up the call as had the impression I’d be on hold until midnight.
Visited February 2024
Stokewood Surgery has not yet replied.
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Review titled Great service
Rated 5 stars out of 5
by Anonymous - Posted on 04 March 2024
Very good ANP, extremely thorough examination and antibiotics prescribed. Cough now getting better.
Visited February 2024
Stokewood Surgery has not yet replied.
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Review titled Generally Good(ish)
Rated 4 stars out of 5
by Anonymous - Posted on 27 December 2023
The phlebotomy service has always been efficient and helpful. The GPs are a bit of a mixed bag - some are really helpful, but the one I saw last time was dismissive and I didn’t feel like he was listening. The biggest issue here, though, is the reception staff. The receptionist today was, frankly, rude. I have autism and I was really upset by the interaction I had with this receptionist. I have absolutely no idea why you’d hire someone so impatient and unpleasant to work in any reception area, let alone one where the most vulnerable people in society are going to frequent…
Visited December 2023
Review titled Stokewood Surgery
Replied on 08 January 2024
Thank you for your feedback. I am very sorry to hear that your experience with our staff has been so poor and I urge you to contact me, the practice manager, via our website feedback form or email to the practice, so that I can contact you and investigate this. I cannot address the issues you raise without more detail so that I know who was on duty that day. We do take feedback very seriously and will not tolerate rudeness to or by our staff so please contact me asap.
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Review titled Long wait
Rated 2 stars out of 5
by Anonymous - Posted on 07 December 2023
I was in the telephone queuing system waiting to speak to someone for urgent medical advice. 1 hour 50 mins waiting before being cut off! I don't mind waiting if things are busy but I am in a great deal of pain and need advice.
Visited December 2023
Review titled Stokewood Surgery
Replied on 08 December 2023
Please contact the surgery (via our comment form on the website www.stokewood.co.uk) and give us the time and date you called and the number you called from as we need to ask our telephone supplier what happened here. Whilst not denying callers are sometimes queuing for some time, at no point over the last few weeks have callers been stuck in a queue lasting over an hour, we have caller queues numbers and times recorded. We have managed to stop the calls being cut off in the queue generally now too, so I am concerned that your call went somewhere in the system that resulted in a dead end and we need to make sure this is corrected. I am sorry that this happened to you but I hope you did manage to ring again and make contact with us to get the help and advice you required.
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Review titled Very poor patient support
Rated 2 stars out of 5
by Richard Cole - Posted on 13 November 2023
9 days ago I received a text to ring and make an appointment for my annual review. I have rung twice a day every day and each time get timed out. What is the point please tell me? Why can’t I book an appointment on line?
Visited November 2023
Review titled Stokewood Surgery
Replied on 14 November 2023
We have to agree that this needs a better system. We tried to send links to allow online and text booking but then patients ended up with multiple invites due to all the different chronic disease registers, unfortunately a lot of patients are on several different disease registers and we cannot alter that fact, its part of way this is recorded nationally. We are however relooking at this to see if we can use technology in a smarter way to get around these issues and can assure you that if we can find a better of inviting patients in and help you avoid the queues on the telephone lines, then we will do so. In the meantime, please call later in the afternoons when the lines are far less busy with patients needing more urgent appointments.
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Review titled A very poor Practice
Rated 1 star out of 5
by Anonymous - Posted on 14 November 2023
My wife and I have been with this practice for 12 years. Over the last 4 this practice has very quickly gone downhill. The e consolt service is a joke. My wife registered for an appointment to see a doctor via this service only to be told that there are no available appointments for this particular request. It has now been close to two months since the initial request and still no success. For myself, an armed forces veteran, I have asked several times what is the position on the surgery in relation to the armed forces covenant, nobody has a clue what I am talking about.... We are now considering moving to one of the other surgeries in the area.
Visited November 2023
Review titled Stokewood Surgery
Replied on 08 December 2023
Thank you for contacting us directly at the practice about this matter. As outlined in my response to you directly, the practice has veteran accreditation and put a lot of work into identifying existing patients who are veterans and asking all new patients. Veteran status will give you access to some faster referral pathways but does not change the priority given to you for appointments at the practice. Our medical secretarial team would have been able to answer your question as they need to be aware that your status will change the referral process, but not everyone in the practice will be familiar with all the different processes and regulations relating to all different patient groups as this would simply be too much information to keep up with, and your question is a little to general to answer by a team very busy fielding over 600 calls per day. If you wish to know something specific about the practice position on a matter covered in the Armed Forces covenant that may apply to you for a specific purpose, then please contact me, the Practice Manager, via the surgery comment form on www.stokewood.co.uk. As mentioned to you in my previous reply, our Veteran status was applied for and granted following work put in by one of our MOD GP trainees. We continue to have MOD GP trainees and are very proud to have this link, going back 3 years now, with our Armed Forces.
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Review titled What's the point?!
Rated 2 stars out of 5
by Anonymous - Posted on 16 October 2023
After being text multiple times by stokewood to book a flu and covid vaccine,it was booked 2 months ago,had multiple reminders only to get there and be told the nurse was not qualified to do the covid jab,so had to make another appointment to come back for that!!does nobody check these simple things?
Visited October 2023
Review titled Stokewood Surgery
Replied on 14 November 2023
We are very sorry this happened to you. We have very specific appointment slots that say either Flu only or Covid and Flu vaccinations so without knowing if you booked online or whether it was one of the team who booked you in, we cant be sure what went wrong. If you fill in a feedback from from our practice website (www.stokewood.co.uk) we can investigate this further for you. Fortunately this is a rare incident but we apologise for the inconvenience this has caused you.
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Review titled Superb!
Rated 5 stars out of 5
by Patricia Masterson - Posted on 14 August 2023
During the past six months we have almost got a permanent seat in the waiting room and have had nothing but absolutely superb service from all the staff. Without exception the main two doctors, nurse prescriber and ladies on the telephone have done their best to help with an ongoing problem. May I say though that the "new" telephone system is awful!.5, 25, and 45 minuttes wait and then cut off! Hope the "old" system can be reinstated as at least you new where you were in the queue! Sincere thanks to all.
Visited August 2023
Review titled Stokewood Surgery
Replied on 14 November 2023
Thank you for your comments. We agree the telephone system has numerous problems but we are gradually working through them and we have far fewer problems with calls being cut off now. Unfortunately we cannot revert to the old system as this was at a point we could not longer get parts and NHS England wants all GP surgeries to move to a cloud based system by 2024.
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Review titled great practice
Rated 5 stars out of 5
by Susan Elliott - Posted on 01 August 2023
I have been with this Surgery for over 40 years and have always been very happy with the treatment I have received ... but what has happened with the telephone system? 3 times during the last week I have been cut off!! The first time I had been holding for about half and hour so you can imagine I was not happy. The 2nd time I was cut off after about 5 minutes. I tried again today ( 1 August) - about 11.45 and by 12oc I was again cut off! Something surely can be done about this. You have changed your recorded message - I did prefer the original - if you were told there were 10 calls ahead of you you would obviously try another time.
Visited August 2023
Stokewood Surgery has not yet replied.
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Review titled Good practice
Rated 5 stars out of 5
by William James Murray - Posted on 19 March 2023
Just become a patient on January but been very impressed with the service I have received from the staff both nursing and reception of course you have a wait when phoning but show me a surgery were you don't and when you do get through ladies are polite and pleasant in my opinion
Visited March 2023
Stokewood Surgery has not yet replied.