Wake Green Surgery - Ratings and reviews
Reviews
-
Review titled The best GP practice I have ever used! Highly recommend
Rated 5 stars out of 5
by Izzy - Posted on 22 February 2024
I moved to Moseley in August 2022 and signed up to Wake Green Surgery. This was a super easy and fast process. I have had to visit the GP quite a few times since then and every time I have had an amazing experience. I always get a phone call the same day from GP and on numerous occasions have had blood tests done the next day or within a few days. The reception staff are lovely and I don’t have one bad thing to say about wake green surgery. I recommend to all in the area. I’ve had a few health problems since August 2023 but Wake Green Surgery have made this a more relaxed and comfortable experience. I’ve been to several GP’s in my life but have to say Wake Green is the best!
Visited February 2024
Review titled Wake Green Surgery
Replied on 25 April 2024
Dear Izzy, Thank you for taking the time to share your feedback, it is always motivating to the team to see such a positive review and I am pleased you have felt supported during your recent encounters. I will be sure to share this with the team Kind Regards Gemma Mooney Practice Manager
-
Review titled Fantastic and friendly practice
Rated 5 stars out of 5
by Anonymous - Posted on 25 January 2024
We haven’t needed to use Wake Green surgery for a while, but in the past two weeks me and my husband have both received exceptional service and care. Last week I emailed asking for a repeat prescription that was responded to and actioned really quickly, and yesterday my husband (who felt ill with a fever and cough) phoned the surgery at 8.30am and was told he’d receive a call at 9am. At 9am exactly, he was speaking to a very compassionate and pragmatic doctor. Our overall experiences of using the surgery - particularly as a family with young children - are very positive, and we are grateful to have such a fantastic and friendly practice within walking distance from our house.
Visited January 2024
Review titled Wake Green Surgery
Replied on 25 April 2024
Dear Patient, Thank you for taking the time to share your feedback and I am pleased to hear your recent experience met your expectations and needs. I will be sure to share this with the team Kind Regards Gemma Mooney Practice Manager
-
Review titled Good experience
Rated 4 stars out of 5
by LXB - Posted on 07 December 2023
I have always found the staff here to be kind and helpful but I particularly wanted to give feedback after a really good experience today for a chronic illness review. I was treated with patience, kindness and respect, I was given time to talk about my health and I felt cared for. You all work so hard in really difficult circumstances. Thank you!
Visited December 2023
Review titled Wake Green Surgery
Replied on 25 April 2024
Dear Patient, Thank you for taking the time to share your feedback and I am pleased to hear you had a positive experience. I will be sure to share this with the team Kind Regards Gemma Mooney Practice Manager
-
Review titled 11 cancelled nurse appointments since July
Rated 1 star out of 5
by Anonymous - Posted on 16 November 2023
I had my nurse appointment cancelled again this afternoon for tomorrow. This is the 11th time I’ve had a nurse appointment cancelled since the end of July and I have all the dates recorded down for evidence to take this matter further. The first times I understand but it’s getting ridiculous now honestly. What is wrong with your nursing team that they’re so flaky and unreliable? Bad management that it’s not yet been addressed. I was cancelled Thursday afternoon for my Friday appointment and offered the next one in 10 days - 10 days time! I asked if I could been seen as an extra to make up for so many cancelled times I’ve been let down and i was told by the receptionist this afternoon “unfortunately we’ve been advised by management that it’s not feasible or practical to have extra clinics and we can’t help it if someone is sick and they have to cancel a clinic’. I asked to speak to a manager and I was told “sorry management are unable to speak to anyone regarding cancelled appointments as this is unforeseen and there’s no management on site now”. I’m sorry to the receptionist I spoke to for coming across as rude but as always with poor management it’s the front line staff that feel the affects of this but seriously this is really bad. Everytime I have a nurse appointment it’s been cancelled now since July. Why??? Funnily enough I find it very easy to get GP appointments here which is about the only good thing. But to be told by staff when they’re cancelling my appointment for the 11th time that “management have advised us it’s not feasible or practical to add you as an extra booking” is just nonsensically bizarre. Please sort this as I’m getting very tired by the constant cancellations and I don’t want to take this further but I will if myself or my partner have another cancellation. 10 days to be rebooked is simply not good enough.
Visited November 2023
Review titled Wake Green Surgery
Replied on 27 February 2024
Dear Patient, Thank you for your feedback and I am sorry to hear we have not met your needs and expectations on more than one occasion. The team were advised to explain to patients when cancelling appointments, they were to re book for the next available appointment however to keep a list of patients affected and advise we were trying to find additional clinics/appointments and would call back to book in sooner when able to do so. I do apologise if this was lost in translation and communicated as you describe as this was not the intention. I am disappointed to hear you were advised the management cannot speak to patients regarding cancelled appointments as this is just not the case. We have an assistant manager, reception manager, administration manager and a lead practice nurse supporting the management of the practice and any of us are more than happy to speak to patients especially when things go wrong. Please be assured your feedback is shared with all practice staff and thank you for bringing your experience to our attention so we can learn and improve the patient experience with additional training. I would like to look into your experience further if you can please contact me directly at gemma.mooney2@nhs.net Kind Regards Gemma Mooney Practice Manager
-
Review titled Good medical care, but really poor administration
Rated 3 stars out of 5
by Susanna - Posted on 17 November 2023
The phone system is really poor. Spent 17 minutes on hold yesterday as 'number 1' in the queue before getting an answer. Spent 19 minutes on hold today as 'number 10', then was cut off mid-call, with no call-back. The medical staff are good, but I've experienced consistent problems with the administrative side, including appointments for my children not being entered into the system; the administrative staff registering me wrongly, then failing to resolve it promptly; and the issues with the phone system.
Visited November 2023
Review titled Wake Green Surgery
Replied on 27 February 2024
Dear Susanna, Thank you for taking the time to share your feedback and I am sorry you have experienced problems with the administration of the practice. Since we changed the phone system we have had positive feedback regarding the call back facility and have not experienced problems with calls cutting out. I have however looked into your concern and found new members of the team were not aware if the phone was left logged in when not at the desk this results in the calls remaining stuck in a queue. I have ensured this is now communicated and I have been monitoring over the last week to ensure this does not become a reoccurrence. I do apologise if appointments have not been made following conversations with the team and would be happy to look into this further for you if you would like to contact me directly with details. I also apologise for the ongoing problem with your registration and have emailed you with a further update regarding this. Kind Regards Gemma Mooney Practice Manager
-
Review titled Wonderful, practice which has continued to improve
Rated 5 stars out of 5
by Samina - Posted on 18 September 2023
I have been a patient for 5 years and in the last 12-18 months, I have noticed a massive improvement in the service levels at the practice. The reception staff are always kind, smiling and warm. Nothing is too much trouble. They also do what they say they are going to do. I wanted to know when a certain service would be available and I was promised a text. I didn’t expect a follow-up from the staff but I was wrong! A week later, I received the text. The GPS are knowledgable and kind.I have spoken to them on a couple of occasions and I felt they really listened and treated me like a human! I was very impressed with a recent diagnosis and the self-help information I was given. When my child was ill, he was seen as soon as possible and I was able to receive same-day advice. A huge well-done to everyone!
Visited September 2023
Review titled Wake Green Surgery
Replied on 21 September 2023
Dear Samina, Thank you for taking the time to share your feedback as it is always great to hear of positive experiences. I will ensure your comments are shared with the team and reassure them the hard work is noticed and appreciated. Kind Regards Gemma Mooney Practice Manager
-
Review titled Significantly improved administrative service
Rated 5 stars out of 5
by Susan Bailey - Posted on 16 June 2023
I have been with this practice for 25+ years and I have always found the clinical services extremely helpful, professional and knowledgeable. My health has deteriorated significantly in the last 2/3 years, and I have needed to contact the surgery on a regular basis, and often speak to GP’s. I have experienced a much improved administration service, including the queue management system but most importantly the reception team who I have found consistently knowledgeable, professional, very helpful and kind. They have shown patience and understanding, prioritising where appropriate and I have really appreciated this. Thank you very much.
Visited June 2023
Review titled Wake Green Surgery
Replied on 21 September 2023
Dear Susan, Thank you for taking the time to share your feedback and it is great to hear you feel the services have improved and are meeting your needs and expectations. I will ensure your comments are shared with the rest of the team. Kindest Regards Gemma Mooney Practice Manager
-
Review titled Wosrt surgery in Moseley! Avoid!!!
Rated 1 star out of 5
by Anonymous - Posted on 11 April 2023
So I had the misfortune to have to phone Wake Green surgery today. Thankfully it doesn't happen too often but it was for my daughter for a repeat subscription. I rang a few months ago and after waiting ages on the phone finally got through and ordered it. So today rang again to get the prescription. This time I tried to ring on the prescription line - no message on where I was in the queue just music; held for 10 minutes. Nothing. so tried reception. After waiting in queue for call to be answered it cut off when it was my turn. So rang again and waited again in the queue and when I got through told to email or come to the surgery!!! Since when? I asked how come last time I got it over the phone. Excuse, 'Oh we've had new staff' well train them properly then- isn't that one of the first things to learn? Office manager not available, of course. So they make you sit in a queue on the phone then waste even more of your time telling you to come down. In the past when I have turned up unable to get an appointment on the phone I was told you need to phone through or go online. God forbid you turn up! Patients we don't want you here. This is a long line catalogue of disasters at this awful surgery. My son rang in October 2022 to arrange a heart monitor to be sent to him. We are now 6 months later and he still hasn't received it. And more and more. A friend of mine was misdiagnosed by a GP here who told him his symptoms were age related. I advised him to get a second opinion from a different GP and yep turned out to be bladder cancer. I avoid that GP like the plague and refuse to have any thing to do with him. Enough of this substandard service. I have now signed up with another surgery. Good luck to anyone unfortunate enough to be a patient here, you'll need it.
Visited April 2023
Review titled Wake Green Surgery
Replied on 13 April 2023
Dear Patient, Thank you for sharing your feedback and I am sorry to hear of your disappointment. I have looked into the records and can see you called the prescription line at 9:24am and waited 4 minutes before disconnecting the call, you then called the appointments line at 9:29am and waited for 6 minutes before disconnecting the call. Finally you called at 9:37am and the call was answered within 7 minutes. The receptionist explained the process for requesting prescriptions and when you asked why this had been actioned over the phone previously she stated it may have been a new staff member who was unaware of the protocol. All prescriptions should be requested in writing to ensure safe and accurate prescribing, if you call and ask for the medication beginning with "M" as you did on this occasion this could lead to the GP issuing an incorrect medication and cause risk to patient safety. I apologise that we failed to follow this process previously and will investigate how this happened to prevent any reoccurrence. The reception team are not clinically trained to know which medications are for which illness therefore a written request ensures accurate information is relayed. The reception manager did call you back as requested once she became available, she issued the medication on that occasion and advised going forward you would need to request your prescription in writing, this is a standard practice across GP surgeries and reduces the need to call the surgery. We will ensure the team continue to promote the online services and explain the benefit of a time efficient and safe process for patients. I would like to remind you that abusive language is not tolerated at the GP practice although I understand you have now registered elsewhere. If you would like to discuss this response in further detail please feel free to contact me directly at gemma.mooney2@nhs.net Yours Sincerely Gemma Mooney
-
Review titled Disappointing
Rated 3 stars out of 5
by Anonymous - Posted on 25 March 2023
Had a recent hip replacement. Consultant suggested that I get in touch with my GP for a district nurse appointment to check on dressing if they did not contact me. I called and an appointment was made. I realised later that I could not make this appointment and called again to rearrange. The receptionist was puzzled as to why I was calling and asked me if I had a number for district nurses. Unhelpful. I asked who district nurses worked for and was told ' I don't know' I suggested Community Care, no response. I informed the receptionist about my consultant's request to contact my GP and that I had arranged the consultation through Wake Green Surgery. Having a hip replacement meant I was in pain and immobile and I found the receptionists training lacking somewhat. Thankfully the receptionist suggested I leave it with her and she would get back to me. She did, promptly by text saying that she had mailed secretaries but could not guarantee that my appointment could be changed. I texted back, can't. Rubbish service. This is very frustrating. So, a district nurse may come out to me when I am unavailable wasting their time and tax payers money and possibly creating a 'did not attend' mark against my name which would be false. I was giving 48 hours notice of request change.
Visited March 2023
Review titled Wake Green Surgery
Replied on 11 April 2023
Dear Patient, Thank you for taking the time to share your feedback and I am disappointed to hear we did not meet your expectations on this occasion. I understand your frustration however I can confirm your appointment was cancelled with the district nurses therefore this did not create a DNA against your record. I have discussed your comments with the team as although they did act promptly to the request it would have been more appropriate to call and explain as text messages can be interpreted incorrectly. The receptionist should have explained the request was made for the appointment to be on Monday but as we do not manage this service we cannot guarantee this appointment will be available however the district nurses will contact you directly. We do appreciate your patience and understanding when we have new members of the team in training, they are aware if a question is asked and they are uncertain of the answer then they must seek advice and ensure this is resolved and communicated back to the patient. Please feel free to contact me directly if you would like o discuss this in further detail at gemma.mooney2@nhs.net Yours Sincerely Gemma Mooney Practice Manager
-
Review titled Won't even pretend to be friendly
Rated 1 star out of 5
by Nathan - Posted on 12 June 2022
Had a heart attack at 38 the week before I was given a phone call appointment with the doctor (Reception always warm and friendly) Doctor phoned with a what do you want attitude. No sugar with his pronouncements and couldn't be bothered to even pretend he was interested in my concerns. I understand that being friendly isn't a requirement necessarily but it does make the serious life changing information go down easier. I feel GPs are hiding behind the doors of the surgery so they don't have to interact with patients.
Visited June 2022
Review titled Wake Green Surgery
Replied on 04 August 2022
Dear Nathan, Thank you for taking the time to share your feedback and I was happy to hear of your positive experience with the reception team. I am disappointed to hear you had a negative experience with the GP and would like to discuss this further if you can kindly contact me directly on gemma.mooney2@nhs.net. I look forward to speaking to you Kind Regards Gemma Mooney Practice Manager