Wake Green Surgery
7 Wake Green Road, Moseley, Birmingham, West Midlands, B13 9HDContact details and opening times
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Reviews
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Review titled Appointment booking did not exist
Rated 2 stars out of 5
by Mrs Bartlett - Posted on 07 April 2025
I contacted my doctor at Wake Green, via the online booking system, to request an appointment with a musculoskeletal consultant. I received a text message saying I'd been booked in for an appointment on 7 April at Greenridge Practice. I took time off work to attend the appointment which was a 40 minute walk away from my home. On arriving at Greenridge I was told that no appointment had been made by Wake Green Practice and the consultant was fully booked that day. Complete waste of my time. Sorry just doesn't cut it - I cannot get that time back. I now have to wait for another appointment and take another trip to Greenridge - which is not a convenient location to get to. I would like to know how many times this has happened and what Wake Green Surgery are doing to ensure that it does not happen again.
Visited April 2025
Review titled Wake Green Surgery
Replied on 10 April 2025
Dear Mrs Bartlett, Firstly thank you for taking the time to share your feedback and please accept my apologies for the mistake on this occasion and the inconvenience it has caused. I have checked the records and can see you now have an appointment booked 11/4/25 @ 8:30am however you were sent a confirmation message the appointment was booked 7/4/25 @ 12:30pm. I do believe this is an isolated incident when the appointment has not been booked and will share this with the HUB manager to see why the appointment failed to save. As these appointments are booked via our HUB it is not possible to see these appointments within our clinical system once booked or for the system to send automated reminders and therefore our attention to detail is of paramount importance to ensure this does not happen again. I will discuss your complaint in our next clinical meeting to ensure clinicians and administration teams take extra care when booking via the HUB and sending a manual confirmation message. If you wish to discuss this further please feel free to contact me directly at gemma.mooney2@nhs.net Yours Sincerely Gemma Mooney Practice Manager
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Review titled Obnoxious
by Anonymous - Posted on 01 April 2025
Over the last 7 months, this medical practice has done anything you can think of in terms of extremely poor medical care. I got the wrong test taken for my symptoms. Then a test taken with the wrong equipment on the wrong part of my body and the sample was not fit to test because left outside the lab in conditions that were not suitable for testing. In 7 months of problems I have never received an in person appointment for a visit. I had to go twice to a walk in centre to discover I had a fungal infection on top of other untreated ongoing problems. I have been diagnosed with a random mental health conditions and offered pills overwriting my request of help for a physical conditions that is still untreated. After several contacts in which I asked for my records to be changed because they were incorrect and fitnotes to be changed because incorrect I have been sent the same documents for an entire day and then I was told that I was "confusing them" asking them to amend my records and provide documents true to the situation. I have never had such a bad experience in my entire life and dealing with this practice created additional stress and sense of hopelessness in an already painful and difficult moment while I needed surgery and then dealing with complications after surgery which no one has ever considered helping me with.
Visited April 2025
Review titled Wake Green Surgery
Replied on 09 April 2025
Dear Patient, Thank you for sharing your recent experience and I am disappointed to hear you have felt unsupported during this difficult time. If you would like to contact me directly I will investigate your concerns and provide a full response. Kind Regards Gemma Mooney Practice Manager gemma.mooney2@nhs.net
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Review titled Exemplary GP support and care
Rated 5 stars out of 5
by Julie King - Posted on 14 March 2025
I rang the practice on Wednesday- got through immediately and had a face to face consultation with an incredible doctor the very next day. The doctor I saw was everything that you hope for in a GP. Attentive, knowledgeable, empathetic, kind , highly skilled and professional. I have been with this practice for many years and although they have had problems , I really believe that huge positive changes are now in place.
Visited March 2025
Review titled Wake Green Surgery
Replied on 09 April 2025
Dear Julie, Thank you for taking the time to share your feedback and I am happy you had a positive experience during your recent interaction with the triage system and the GP. I will be sure to share your comments with the team. Yours Sincerely Gemma Mooney Practice Manager
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Review titled Great Practice
Rated 4 stars out of 5
by Anonymous - Posted on 28 November 2024
I dont visit my doctors often unless its something i can't heal or help myself. I had a minor ear infection and sort help via phone and the Dr prescribed me some spray without seeing me which made everything 10 times worse. I made another appt which another dr picked up and called me in to see me straight away even though she was the only GP available at the time she made time and helped straight away. She was sympathetic, empathetic and prescribed me medication to overcome the issues, i had massive improvement the next day and still healing. I just wanted to really thank that Dr, she is what you expect when you book an appt. Also the reception man, thank you for being kind and accommodating when he knew i couldn't hear, he made sure i didn't miss being called.
Visited November 2024
Review titled Wake Green Surgery
Replied on 17 December 2024
Dear Patient, Thank you for taking the time to share your recent experience. It is always nice to receive positive reviews and I will be sure to share your comments with the team. Kind Regards Gemma Mooney Practice Manager
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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
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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
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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
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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
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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
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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