Ashfield Surgery
8 Walmley Road, Sutton Coldfield, B76 1QNContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Absolute Shambles
Rated 1 star out of 5
by Anonymous - Posted on 16 July 2024
This surgery just gets worse and worse. I have currently been on hold for 30mins and haven't moved from number 9 in the que. My Dad had an appointment at 2pm but following a call from the doctor yesterday he is currently in hospital. I have been trying all morning to get through to the surgery to cancel / rearrange the appointment but spend hours on hold getting no where. I cannot just sit on the phone for hours trying to get through.They close for lunch in 20mins and don't reopen untill my Dad is supposed to be there at 2pm. This service is shambolic and not fit for purpose. Doctors appointments are booked weeks and weeks in advance and the prerecorded message saying "we have no appointments for today" is played from opening to closing. What use is that if you are ill. Patients are also now being told to go to the local hospital and wait for blood tests as they don't have anyone there to do them. No wonder the hospitals are at breaking point if the GP surgeries are not doing even the most basic services. Shame on you all!
Visited July 2024
Ashfield Surgery has not yet replied.
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Review titled Great experience
Rated 5 stars out of 5
by Maxine C - Posted on 25 July 2024
Saw the phlebotomist today, seen on time, lovely lady, didn’t feel a thing! Also booked in a non urgent face to face appointment within the next 10 days with a GP without any issues at all. Guy on reception very pleasant and helpful Thank you 🙏
Visited July 2024
Ashfield Surgery has not yet replied.
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Review titled Why
Rated 2 stars out of 5
by Diann - Posted on 20 May 2024
Why do I physically have to leave ‘a piece of paper’ about my prescription, when I can speak to you in person or call?????? It is just very hard to understand why?????
Visited May 2024
Review titled Ashfield Surgery
Replied on 25 July 2024
Dear Diann Thank you for getting in touch. There are many ways you can contact us about your prescriptions including writing to us. Other options include calling general enquires or visiting the practice in person and leaving a message for the prescription team with the receptionist. Visit our website https://www.ashfieldsurgery.co.uk/contact/ and submit a request via the Contact Us option. Submit a request via the NHS App. Our prescription team work hard throughout the day to process the hundreds of prescription requests we receive each day. While they can't take phones calls directly, they will respond back to all enquiries within two working days. If your medication is unavailable and you need an alternative prescribed. You can also book an appointment with our practice based pharmacists who can make the necessary changes. Thank you Matthew Lowe Practice Manager
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Review titled Appointments system
Rated 1 star out of 5
by Anonymous - Posted on 11 April 2024
I telephoned exactly 8.30. The automated system infirmed me I was no. 5 in the queue. I was stranded at no. 3 for over 40 mins. 59minutes later I finally got thru to reception and told no appointments were now available. This is not the first time this has happened. I complained both times and was told the practice manager would look into it. The appointment was for my husband who had been trying for a week to get an appointment. I dug my heels in and finally was offered an emergency appointment at ashfulong practice on Saturday. The Dr's and most receptionists are good. But the system is horrendous. The automated system needs a serious overhaul!
Visited April 2024
Review titled Ashfield Surgery
Replied on 25 July 2024
Dear Patient Thank you for your feedback and I am sorry to hear of the long wait you experienced when you last called. I am aware of the incident in question and have been liaising with our phone provider to ascertain the reason why some callers in the queue were not being answered promptly. I am happy to report that the issue has been resolved and additional training given to staff to ensure it does not happen again. When patients call for an appointment we do encourage them to explain to our reception team the reason for the appointment, so that we can signpost you to the most appropriate clinician or member of our team to deal with your enquiry as not all appointments need to be dealt with by a GP. We do offer Saturday face to face appointments at Ashfurlong medical practice. We can also offer evening telephone calls most days. Patients can also download the LIVI app and book video consultations with a GP for free. If you are unable to wait on the phone for a member of staff to answer, you can also leave a message for us via our website at https://www.ashfieldsurgery.co.uk/contact/ Thank you for taking the time to share your experiences with us. Matthew Lowe Practice Manager
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Review titled Prompt Appointment and Good Attention
Rated 4 stars out of 5
by Kevin Davies - Posted on 10 April 2024
I've been with Ashfield House for many years, and yes it can be very difficult to get a timely appointment at times, but I believe this is more of a general issue with the NHS these days rather than Ashfield specific. Anyway, I felt I needed to see a GP and I phoned for an appointment just before 12.00 mid-day and was given a slot for 1.00pm. Super! I was seen promptly by the Doctor, who conducted a thorough examination, and a review of my recent conditions. Everything was properly explained. I was given a prescription and a follow up call for next week was also arranged. I was very pleased and satisfied with thE whole process. Thank You.
Visited April 2024
Review titled Ashfield Surgery
Replied on 25 July 2024
Dear Kevin Thank you for sharing your experience of the surgery with us. As you point out, appointment availability is a challenge all practices face and we are constantly working hard to find solutions and ensure all patients receive prompt care first time. I am so pleased that on this occasion you were able to be offered an appointment so quickly when you called. I will ensure that your feedback is shared with the wider practice team. Thank you Matthew Lowe Practice Manager
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Review titled Terrible service
Rated 1 star out of 5
by Anonymous - Posted on 10 April 2024
I went into the practice 9/4/2024 to make an appointment for a doctor to look at two skin lesions, I had to change the appointment from next week to be told there were no appointments for 4 weeks. Seeing they could be skin cancer I feel that this wasn’t good enough. The receptionist didn’t look to see if there were any cancellations and she wasn’t in the least but kind or apologetic. I had to ring 111 who got me into a surgery in Erdington. Thank goodness for 111 and the Erdington surgery
Visited April 2024
Review titled Ashfield Surgery
Replied on 25 July 2024
Dear Patient I am sorry to hear about your recent experience of the practice. A prompt appointment was offered for you to see a doctor, however you needed to rearrange the appointment and the only suitable appointment offered that you could attend was in 4 weeks time. While every effect is made to accommodate patients needs, this does unfortunately often mean a longer wait for appointments when patients are unable to attend at the times offered. Without more information, I am unable to look into the specific details of your complaint. But if you would like to contact the practice and speak to a colleague we can investigate further. Thank you Matthew Lowe Practice Manager
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Review titled Lovely phlebotomist
Rated 5 stars out of 5
by Victoria Jones - Posted on 24 April 2024
Great experience today having my regular blood test. The phlebotomist at Ashfield surgery is always very friendly and professional. She gave me permission to use her name but this reviewing platform forbids me to use it! Thank you so much s g, you always do a brilliant job!
Visited April 2024
Review titled Ashfield Surgery
Replied on 25 July 2024
Dear Victoria Thank you for your lovely feedback following your recent appointment here at the surgery. I have passed on your kind words to the phlebotomist who treated you. Thanks Matthew Lowe Practice Manager
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Review titled Tried for a week and still couldn't get an appointment
Rated 1 star out of 5
by Marie Fincher - Posted on 26 March 2024
Having been a very happy with the surgery form many years. Not now. If you can get that all elusive appointment, great! Doctors are excellent. But therein less the problem. I rang last Monday at at 8.30. Didnt even ring out. Then I get a message to say can't take your call. Then I rang again on the Friday to get the message "there's no routine appointments today" Receptionists unhelpful, almost rude sometimes. When I eventually get through, it was a 3 week wait for an appointment!! What a disgrace! Surely there has to be accountability for how terrible this practice at the front line has become? Do better!!
Visited March 2024
Review titled Ashfield Surgery
Replied on 25 July 2024
Dear Marie Thank you for your feedback. I am very sorry to hear about the difficulty you have experienced in securing an appointment with one of our doctors. Demand for appointments is on the rise, and our team are working hard to ensure that everyone who calls gets an appointment as quickly as possible. As with the majority of practices, there is always high demand on our phone lines in the morning when they open. In recent years we have upgraded to a digital phone system to better handle incoming calls and ensure all calls are handled fairly and in the order they are received. You can also use our online website https://www.ashfieldsurgery.co.uk/contact/ to leave messages for us if you do not want to wait in the queue. Due to sickness absence or just an increase in demand, we do find that longer waiting times for appointments can occur. When this happens we encourage patients to explain to our reception team the reason for your appointment, so that we can signpost you to the most appropriate clinician or member of our team to deal with your enquiry. Additional support is available via NHS 111, Pharmacy First and LIVI which you can download via your phone app store. Thank you for sharing your own experiences with us. Matthew Lowe Practice Manager
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Review titled terrible service
Rated 1 star out of 5
by Anonymous - Posted on 08 February 2024
spoke to a lady early on the 7/2/24 and asked for a expedite letter as i have been waiting for gallstone surgery for 18 months and my health is getting worse and worse. the last 3 weeks i have been constantly sick and in pain. the lady said this letter will be sent off right away. i called back around 5 pm to see if this had been done. there was no record of me calling in the morning and that my request will now be sent to the admin team and id hear back by 6pm, 6pm came , no phone call. i called today around 4pm, apparently the person who deals with this has gone home. i do not understand why they have such a laps attitude. I could end up having a massive gallstone attack and collapse at home!!
Visited February 2024
Review titled Ashfield Surgery
Replied on 15 March 2024
Dear patient Thank you for your feedback and I am sorry to hear your experience trying to arrange an expedite letter for your gallstone surgery. Long wait times in secondary care means that patients often find themselves coming back to us time and again for advice and treatment as their conditions worsen. The team here are just as frustrated as you are at the situation and we do try and do all we can to help expedite these referrals wherever possible, but the decision on what referral takes priority does not rest with us. It is unusual that your request was lost and without knowing more details I am unable to investigate this any further. This is not a regular occurrence so I suspect there may have been mitigating circumstances at the time. While our team are busy with many referrals and enquiries daily, if you were promised a call back then you should have received that call back and I am sorry that this did not happen. Thank you for getting in touch, I will ensure this is shared with the administration team, along with your feedback on the call back and lost enquiry. Kind regards, Matthew Lowe Practice Manager
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Review titled Phlebotomist
Rated 4 stars out of 5
by Anonymous - Posted on 15 February 2024
I was feeling anxious about my scheduled blood test. Blood’s taken by Sophie the phlebotomist. She was friendly and professional Did not feel a thing. Well done Sophie
Visited February 2024
Review titled Ashfield Surgery
Replied on 15 March 2024
Dear patient Thank you for your very kind words. I know for many patients, having your bloods taken can be cause of anxiety. All our team go to great lengths to reassure patients to try and make the experience as pleasant as possible. I will be sure to share this with Sophia and the rest of the team, who I know will be delighted to hear about this. Thanks again Matthew Lowe Practice Manager