Moss Grove Surgery - Ratings and reviews
Reviews
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Review titled Unable to get GP appointment
by Rachel - Posted on 16 April 2024
I have recently been diagnosed with a serious auto immune disease. The GP I have been seeing is fantastic. However, I have needed several tests and referrals as a result of my diagnosis, and I receive texts when the results are through almost always requiring me to make a GP appointment. It is virtually impossible for me to be able to do so. In my job I am unable to use my phone at work. I begin work at 8am so I cannot call at that time, neither can I access the website until I have a break by which time the online facility is closed. I try calling at the times I am able to to because of my job and often have to hang up because I have spent all of my break time at work on hold, but if I do get through I am told to call back the next morning at 8am, despite politely explaining my predicament. So I am in a vicious cycle of not being able to make an appointment, and therefore not being able to manage my own condition as efficiently as possible (and thus reduce the pressure on the surgery). I totally understand the situation with regard to resources and funding, working in such a profession myself. However, I cannot comply with the narrow set of rules for making an appointment because my work commitments do not allow me to. If I could get this sorted then I could manage my condition myself and not need to put further pressure on the NHS, and to read replies to other reviews saying to find another GP surgery is inappropriate. I am so frustrated and disheartened at simply trying to get an appointment that I feel like giving up.
Visited April 2024
Moss Grove Surgery has not yet replied.
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Review titled Telephone Appointments
Rated 3 stars out of 5
by Cheryl Rock - Posted on 06 April 2024
I have received quite good service from some of the GP’s at Moss Grove however, this is not the case with this particular GP who contacted me yesterday. When calling someone to update them on a recent investigation, it would be an idea to read the notes before calling, not fumble around on the call. Not sure at the end of it, what it was really about. No explanation about the consequences or the cause of the results. Also, not a good idea to advise someone who is 63 and worked full time since she was 15, to “go private as it’s quicker” when enquiring how much longer I had to wait for a cortisone injection as it had been several months!
Visited April 2024
Review titled Moss Grove Surgery
Replied on 11 April 2024
Dear C Rock I am sorry you felt this was about your consultation, rather than discuss your consultation on an open forum, would you like to contact the surgery by letter or email to bcicb.communicationsmossgrove@nhs.net and we will provide a full reply? Deena Woodhall Practice Manager Moss Grove Surgery
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Review titled Condescending
Rated 4 stars out of 5
by Anonymous - Posted on 20 February 2024
I've been at Moss Grove since i was born. I am usually really pleased with the phenomenal work of the staff (including receptonists who usually get the most negativity, even though they are just doing their job). However, on this occasion, i feel the Dr who has been treating me was incredibly condescending and unhelpful. I try my best to understand and often ask for people to repeat themselves if i need extra reassurance that i heard correctly, so i dont overthink afterwards and get anxious i misunderstood. Asking this Dr to repeat him self politely always resulted in sighs and a condescendig tone which often left me feeling worse and being reluctant to ask any further questions even though i am not 100% sure what is going on. I understand that Dr's are overworked and most likely underpaid, and this is due to how the NHS as a whole is underfunded and understaffed, but its not my fault as a patient who is unwell and scared about what is going on, to recieve the brunt of these frustrations. As it stands, im not 100% sure what medication i should or should not be taking and for how long. I'm just hoping the pharmacist is able to explain it to me and put my mind at ease. Like i said, this is not my usual experience and i still thank all the staff for all their hard work. I dont wish to move Dr's because of this, i just hope that the Doctor in question doesnt make many more people feel the way they have made me feel.
Visited February 2024
Review titled Moss Grove Surgery
Replied on 20 February 2024
Hello Thank you for your comments regarding our staff, we do appreciate it. Regarding your consultation with one of our Doctors. Please either contact me or make another appointment with a Doctor. You can contact me via our website, which is closed now, but opens at 8am or our email address,bcicb.communicationsmossgrove@nhs.net marking it for my attention. Im concerned you are unsure what medication you should or shouldn't be taking and we need to make sure you understand and have this correct. Please either contact me or make another appointment with a Doctor.
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Review titled Disappointed
Rated 1 star out of 5
by Lynn Moreton - Posted on 30 November 2023
Unfortunately I sustained a very bruised completely ‘black’ eye after impacting a wooden post at home. All I wanted was advice from my doctor’s surgery because there are two impact sites that feel like small hard marbles. I took photos of the eye and tried to access their on line website (they ask you to do this)to ask for advice showing the photos taken - it had closed very early that morning yet again! I telephoned the surgery and spoke to the receptionist who said no appointments. I wasn’t able to even see a nurse for advice! I asked to speak to the Practice Manager who it appears is always on holiday? I then asked to speak to her assistant. I was told she would phone me back - she didn’t bother. This is not the first time this doctor’s surgery has let me down. I don’t think it’s too much, after paying into this service my whole life, to expect my doctor to help or just give me advice - for peace of mind. I have belonged to this surgery for many years and it appears, sadly,they no longer want to help their patients. Extremely disappointed.
Visited November 2023
Review titled Moss Grove Surgery
Replied on 12 December 2023
Dear Lynn Moreton I am sorry you had this experience trying to get help from the surgery. Unfortunately once all appointments are full we have no capacity to book anymore appointments in that day. You would have been sign posted to other organisations that could have assisted you. We monitor appointments each week and discuss at regular meeting with the GP partners, unfortunately demand out ways capacity in nearly all GP surgeries throughout the country. I am sorry I wasn't available for you to speak to, I was on holiday. However speaking to me or one of my deputies will not get you an appointment, as I mentioned above when all appointments have gone we have no more capacity. You have said 'they no longer want to help their patients', I am sorry you feel that way because that is not a true. We have to work within a budget and an NHS contract. As a surgery we don't want to loose any patient, however we clearly are not meeting your standards and so you are able to register at another surgery if you want to, its patient choice. Deena Woodhall Practice Manager Moss Grove Surgery
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Review titled Text messages regarding Covid and Flu injections
Rated 1 star out of 5
by cjd - Posted on 11 October 2023
After receiving a message to inform me my appointment for Covid and Flu injections had been booked today at Moss Grove I arrived promptly and used the usual booking in computer screen to advise I had arrived. Looking around the surgery I saw notices stating that the clinic for Covid and Flu injections was being held at Dudley Kingswinford Rugby club. This resulted in confusion. I overheard several patients talking to the receptionist about the same thing. Checked at desk and it was confirmed clinic was being held at Dudley Kingswinford Rugby Club. I showed the receptionist my message and she agreed that it clearly stated my appointment was at Moss Grove. As I had walked to the surgery there was no way I could get to the rugby club for the time of my appointment and she was able to offer one tomorrow morning. A total waste of time today. However my main complaint is that a gentleman who had spoken to her prior to me had a lower leg amputation was on crutches and informed her he had had to pay for a taxi to get to the surgery only to find he should have gone to Dudley Kingswinford club. I find the messages sent totally misleading and are causing patients to have wasted journeys and if they are employed could be incurring loss of wages . Please do not send a general reply - but fix this quickly. I have been a patient at Moss Grove for over 60 years and find that the general quality of service is leaving an awful lot to be desired. From not being able to get through to surgery on telephone difficulty getting an appointment to this latest travesty regarding text messages.
Visited October 2023
Review titled Moss Grove Surgery
Replied on 12 October 2023
Hello I’m sorry you had such an experience. I’m not going to send a general reply and we can’t fix this quickly. Our clinical system can’t cope with venues other than a GP Practice for text messages. This is why we clearly state the venue in our invite text, if you book via patient access it clearly states the venue. We then sent a text to say please ignore any texts that say the surgery and go to the venue you booked at. We clearly are not meeting your needs, you do have the option to move surgeries and register at another surgery. We don’t want to lose any patients but we clearly are not meeting your needs and another surgery may be able to do so. Deena Woodhall Practice Manager Moss Grove Surgery
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Review titled Text Messages
Rated 1 star out of 5
by Callum Patrick Duckworth - Posted on 11 October 2023
Received text messages about my Covid booster appointment at Moss Grove surgery - first of all, I was told that it would be at at the Rugby Club, then got a message it would be at Moss Grove Surgery, which caused great confusion. A lot of people have reportedly gone to the wrong place for their vaccination boosters, wasting time and money to get to the doctors. Very, very disappointing - I have been at Moss Grove Surgery for all of my life, and it has always been disappointing in terms of ease of booking appointments. I can only imagine how badly people with severe learning disabilities or those with mobility issues will fare with these issues, let alone if they are not in a situation where they can get on the website for booking an appointment at 8am, which is the only possible time you can book without experiencing long delays. In addition, I had to miss out on work because of the awkward timing of the appointment - you don't seem to take it into account for people who are in full time employment to provide a more suitable appointment time. It is wholly unacceptable - fix it at once.
Visited October 2023
Review titled Moss Grove Surgery
Replied on 12 October 2023
Hello Mr Duckworth I’m sorry you had such an experience. Our clinical system can not cope with a venue other than a GP Practice, which is why we clearly state the venues for the vaccinations in our invite text, we clearly state the venue when patients use patient access and then sent all patients who booked to say if you have a text to say the appointment is at the surgery, ignore that as the venue is where you booked, that being the rugby club. We offer Saturday mornings, Tuesday evenings until 8.30 pm. But you have to remember that my team work from 8am to 6.30pm and we try our best to accommodate our patients. However we clearly aren’t meeting your needs and so you have a choice. You can move surgeries and register at another surgery. We don’t want to lose any patients however if we can not meet your needs then another surgery may be able to. Deena Woodhall Practice Manager Moss Grove Surgery
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Review titled The admin really are a joke
Rated 1 star out of 5
by Anonymous - Posted on 19 October 2023
Each time I have any kind of interaction with your admin staff I laugh, today I have received a text about my covid vaccination. It says 'If your covid vaccination is on the 20th October it is at the RUgby, if on the 24th, 26th or 27th it is at Kinver surgery'. I had to laugh as I don't have a covid vaccination booked at either of those dates as even though I was told I was eligible and booked one booked an appointment, your admin staff called and cancelled it as they said I was not eligible. Whilst on, why does your website close around 10am, and your call queue won't let anymore than 20 in the queue, how many thousands of patients do you have, it is unbelievable. You really do need someone in charge of your workload to work more efficiently.
Visited October 2023
Moss Grove Surgery has not yet replied.
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Review titled Admin poor
Rated 1 star out of 5
by Anonymous - Posted on 21 September 2023
Doctors and nurses are great, but any dealings with reception and admin staff is poor. We get a text to book covid booster online which were at the rugby club but when we tried to book it only option was to go to the surgery, so husband came in and booked at reception to go to the rugby club in October. Today he gets a call cancelling it as we are not 65. I have tried to call to query but long queues and website is closed for feedback.
Visited September 2023
Moss Grove Surgery has not yet replied.
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Review titled Absolutely useless, worst quacks ever
Rated 1 star out of 5
by Brett - Posted on 18 August 2023
I can not stond mossgrove surgery, i dispise it. Its the worst quacks ive been to, Im autistic suffer with many mental and physical problems have done for years. Ive rang up at least 6 times every month for a few months at 8am! When they open, some annoying music plays for 20 minutes then a robotic wench says 'your 7th in the cue' ' your 10th in the cue' and when someone finally answers i get 'were fully booked' absolutely useless ! I cant book a sodding appointment even when i ring at 8 on the dot! Mossgrove surgery is absolutely terrible, (so i rang at 8am on the dot wait 20 minutes to listen to a robot that says in 7th + in the cue then someone says there apparently fully booked, appointments last nomore than 10 minutes, opens at 8 closes at 6.30 thats 10 half hours, plenty of time and your telling me your fully booked??)and the last quacks i have seen at mossgrove surgery, are rude and dow listen and as soon as you walk through the door they want you out, very unprofessional and lazy, also if you have many problems like i do, they only listen to 1 and expect you to book other appointments to get others checked, thats wasting time and making people suffer longer,while a patient is there listen to all they say and help do your job. I have a lot of problems mentaly and physically, last year they said ill get a call from a pain management team cause im in severe pain everyday and surprise surprise no call. I need help with but noone will help, and there 'here to help' loada rubbish
Visited August 2023
Review titled Moss Grove Surgery
Replied on 18 August 2023
Brett I am sorry you feel this way, we have changed our appointment system, when I checked yesterday at 4.30pm we had on the day appointments available and appointments for next week. I find your comments about our Doctors rude and you are able to register at another surgery if you disagree with us so much. Deena Woodhall Practice Manager Moss Grove Surgery
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Review titled Difficult to contact
Rated 1 star out of 5
by Anonymous - Posted on 17 July 2023
I have been trying for five days now to ask the doctor a question via the website, each day by 10am the website is closed. When I have contacted the practice I have been told it is for patient safety. I really don't understand how closing the website is for patient safety. This impact of closing your website is going to be a higher demand on your telephone service, last time I called I was hanging on for 35 minutes to speak to someone. I have to say that your Doctors, when you get to see one, are more than helpful, but your admin staff are not. As patients we pay your wages.
Visited July 2023
Review titled Moss Grove Surgery
Replied on 18 July 2023
Hello We are really sorry that you have difficulty accessing our website. If we leave the website open and many patients contact us, there is too many queries for the Doctor to answer. Someone who is really poorly then may be missed. So to keep patients safe, the Doctor on the day will make the decision depending on the number of queries. Deena Woodhall Practice Manager Moss Grove Surgery