Ashfield Surgery
8 Walmley Road, Sutton Coldfield, B76 1QNContact details and opening times
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Reviews
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Review titled Great service
Rated 5 stars out of 5
by Christine Smith - Posted on 06 March 2025
A Paramedic with came to my home on 5/3/2025 to see my Brother who I care for at my home. She was very thorough and did quite a bit of explaining things to us. She said she would call back in the afternoon to confirm everything with us. Sure enough the call was received and we were told the items my Brother needed were ordered and have been put on the repeat prescription so we would no longer be trying time and time again for a simple request. Also on the 6/3 she phoned to inform me of the changes made to my Brothers prescription. I’m very impressed with this new service and particularly with the Paramedic who attended. Thank you I amsorry couldn’t use your name as the system doesn’t allow me to but you know who you are.
Visited March 2025
Review titled Ashfield Surgery
Replied on 07 March 2025
Dear Christine Thank you so much for the lovely feedback about your experience with our paramedic during a recent home visit for your brother. Our practice has a multidisciplinary clinical team in place to care for our patients including GPs, Nurses, Healthcare Assistants, Pharmacists, MSK practitioners, a Physician Associate and Paramedic. We also have care coordinators responsible for various vulnerable patient groups, along with a social prescribing team who can help with none medical conditions such as social isolation. Depending on your individual health needs you will be booked in with the clinician most suited to handle your condition. I have passed on your kind words to my colleague. Thank you Matthew Lowe, Practice Manager
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Review titled Paramedic lady that i have just seen excellent
Rated 4 stars out of 5
by Andrew Wedgbury - Posted on 26 February 2025
I have had issue getting a few things sorted over the last few years, the Lady that i have seen this morning (9.20) what a breath of fresh air. I got examined, treated and referred. Such an improvement. Please ensure that the practise keeps this lady on. Thankyou
Visited February 2025
Review titled Ashfield Surgery
Replied on 06 March 2025
Dear Andrew Thank you for getting in touch. I am so happy to hear such lovely feedback on your experience with our paramedic, and I am grateful for your taking the time to reach out and write to us. I have made sure to pass on your thanks to her. Regards, Matthew Lowe, Practice Manager
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Review titled New Booking System and Efficiency
Rated 2 stars out of 5
by Kirsty White - Posted on 19 February 2025
The new booking system gives limited options to say what the issue is. Refers to A&E for ongoing chest / heart issues (just check up needed). Gives you ridiculous and limited times for appointments (once you have had to get to by adding a different problem to what you are actually experiencing) which mean you can't get there at that time or ask for alternatives like you can when you actually have an option to speak to someone rather than go online. Most people just want to speak to a person, where is the service? I dread for those with learning disabilities or elderly people. Sat in waiting room and 3 people have already made the journey in to speak to receptionist as they can't navigate this silly online system. All have just been referred back to it and told 'it's simple and easy', this is assumptive and not inclusive practice. It has taken 10 days to get to this point where I am sitting in thr surgery with my daughter. I shouldn't feel grateful for finally getting here and it shouldn't have caused the stress or time it has to get here. To quote yet another person who has just came to the desk as I write, 'this online system is so confusing, I just need to speak to a Dr'. If this is a pilot. It needs pulling and we all need a service user voice survey, with multiple inclusive ways to give our views. So disappointing for a surgery that already requires improvement (CQC).
Visited February 2025
Review titled Ashfield Surgery
Replied on 06 March 2025
Dear Kirsty Thank you for your feedback. Based on the information you provide when you complete the form you will be offered a list of all the appointments that are available with an appropriate clinician, there are no other ‘alternative’ appointments to offer as you are presented with the full list of available appointments. If you can explain to me what you feel is ridiculous about the appointment times offered you I would be happy to look into it. Our actual appointment times have not changed since the move to our new booking process and the appointments offered now are the same as the ones we offered before under the old system. In regards to your comment around patients with learning difficulties or the elderly. Those patients who are unable to use the online form are still able to call the practice and speak to a member of our team. Our call handers can go through the online form with them to fill it out and once complete you can choose from one of the available appointments. To date we have booked over 3,200 appointments via the new online system. The majority of patients have found the new service to be more convenient and allows them to avoid the early morning rush on the phones, or queuing up outside the practice before we open. While some patients still have difficulty navigating the new system, our team is happy to help support those patients in using the form. Video guides and further instructions are also available on our website. Following completion of the online triage form you will be offered an appointment within a time frame deemed appropriate based on the answers you filled in. A wait of 10 days indicates that your request was triaged as routine/non-urgent. I understand this might be a bit of a change for patients used to calling up each morning for limited same day appointments irrespective of medical urgency. Our new system prioritises patients with more urgent conditions to ensure they get seen sooner and avoid the old system 'first come, first served' booking process which forced patients to queue up for long periods of time in the hope of securing an appointment each day. Demand for appointments from patients continues to rise year on year, and while Ashfield Surgery has continued to increase the number of appointments available and improve access to clinical services within our budget, we are unable to keep up with this demand without taking action to reduce the number of unnecessary and wasteful appointments that were being made. Feedback is always welcome and any suggestions you may have around improving access to appointments would be warmly welcomed. Regards, Matthew Lowe, Practice Manager
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Review titled Prescription Staff Member
Rated 4 stars out of 5
by Sandra Lisbeth Warner - Posted on 10 January 2025
Although I didn't catch this lady's name, I just wanted to say how hard she worked to sort out a difficulty I was having with changing my repeat prescription to a generic form of the drug concerned. With apparently no end in sight to the shortage of the many branded drugs available, she has ensured that my repeat form now shows the generic name as well as bioequivalent medications. The frustrating chase around to get my prescriptions filled now promises to be, at least, eased and is the best solution possible to an ongoing issue to which no-one in the NHS or Department of Health seems able to resolve. The lady who has helped to move me on from 'mission impossible' to 'maybe possible' is much appreciated by me and I wanted to leave her a very, very positive review for her help and patience.
Visited January 2025
Review titled Ashfield Surgery
Replied on 16 January 2025
Dear Sandra Thank you so much for leaving such lovely feedback on your recent experience here at the surgery. This is a great example of how our staff go above and beyond daily to help our patients and as Practice Manager I am delighted to hear such praise for my team. I have passed on your feedback to the prescribing team who really appreciate you taking the time to get in touch and are so happy to have been able to help you at this time. Thank you Mr Matthew Lowe Practice Manager
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Review titled Delayed registration
Rated 3 stars out of 5
by Ahmed Elshahawy - Posted on 29 December 2024
I am really disappointed from the delay in response to my registration, I moved from Four Oaks and completed the online registration process with your practice on December 1st. I received an email stating that the process would take 5 working days, but as of now, I have not received any confirmation or update. To make matters worse, I have since received both an email and a letter from the NHS informing me that my name and my family members have been removed from our previous practice, Sutton Group Surgery, and are no longer under their care. This has left us without any registered GP during this time. I kindly ask that you prioritize this matter and provide me with an update on the status of our registration as soon as possible.
Visited December 2024
Review titled Ashfield Surgery
Replied on 30 December 2024
Dear Mr Elshahawy Thank you for reaching out to the practice. I apologise for the delay in processing your registration. I can confirm that you and your family are now all registered at the practice. It is useful to know that if you are awaiting registration with the practice but need to be seen urgently, you can be temporary registered at reception and an appointment booked (subject to availability). Please speak to a member of our reception team for more information. In future, if you need to contact the practice please call us on 0121 351 3238 or use the 'Contact Us' option on our website to get in touch. Thank you Matthew Lowe Practice Manager
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Review titled Cancelled Appointments
Rated 3 stars out of 5
by Anonymous - Posted on 08 November 2024
Just turned up for a pre booked (4 weeks prior), appointment to monitor an undiagnosed heart condition that causes fainting. Was told by receptionists that they knew for a fact the appointment had been cancelled. They knew we weren't made aware of the cancellation because 'the practice manager had just cancelled some people's appointments'. We were the third people today. Can't get another appointment at a similar time until 3rd December unless we want a different Dr. This can't happen because you always start from scratch, they don't fully know patient history and different GPs is where things fall through cracks. Have lost money from work by taking time off, for no reason. Just a lack of communication that I find completely unprofessional. Receptionists were all understanding and very apologetic. I understand this was beyond their control but the practice manager should feel ashamed. Playing God with people's time and health.
Visited November 2024
Review titled Ashfield Surgery
Replied on 27 December 2024
Dear Patient Thank you for reaching out to us regarding your recent appointment. As the practice manager, it is rare that I personally get involved in cancelling patients appointments and this is usually dealt with by my team. The fact you arrived for an appointment that had been cancelled, tells me that either your appointment was early in the day and we did not have sufficient time to notify you, we do not have up to date contact details for you on record, or this was an oversight by our team. Without knowing details of who you are I am unable to investigate this any further, but I do offer my sincere apologies for any distress caused to you. Please understand that the practice only cancels appointments if unforeseen circumstances occur such as a clinician falling ill or otherwise being unavailable at short notice occur. When this happens, the practice makes every effort to rearrange those appointments with other clinicians the same day or move your appointment to the nearest suitable day. From your comment, it appears you were offered alternative appointments closer to the time but preferred to see a specific GP who was not available for several weeks. All clinicians within the practice have access to your medical records so know about your medical history and what treatment has already been carried out. You have every right to choose who you see in the practice but in those circumstances a longer wait for an appointment is to be expected. I am pleased that you found the receptionists understanding in the circumstances; however, you appear to have been given incorrect information as to who was responsible for cancelling your appointment. When I questioned the reception staff on duty that day, none of the staff could recall saying this to any patients that day. If you wish to reach out to me with your contact details I would be happy to investigate this matter further for you. Kind regards, Matthew Lowe Practice Manager
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Review titled Receptionist
Rated 2 stars out of 5
by Paul stirrop - Posted on 30 November 2024
On a telephone consultation with my doctor I was told to take a urine sample to the surgery for a Doctor or nurse to do a Dip test. At reception I was told you can’t do that, I said the doctor had told me to and was told “she should no better “. She then asked a colleague who said a nurse was available due to a cancellation, and they accepted my sample. This was not a good experience in front of a full waiting room, very unprofessional.
Visited November 2024
Review titled Ashfield Surgery
Replied on 05 December 2024
Dear Patient Thank you for your feedback. I am sorry for the confusion caused and manner in which this was relayed to you. Dip tests can and are carried out by clinicians in the practice as required. Ideally this is arranged at a time to avoid disruption to the patients being seen for appointments. It is likely that the time you arrived there was no clinician available as they were seeing other patients. I apologise if this was not communicated to you at the time. I am please to note that we were able to accommodate you in the end. I will be feeding back to the reception team along with the clinicians to ensure that the right information is relayed to patients and that this is communicated appropriately to patients in future. Thank you Mr Matthew Lowe Practice Manager
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Review titled Very helpful staff
Rated 5 stars out of 5
by R. SAM - Posted on 03 October 2024
I would like to mention the kindness of one of the nurses in this surgery, she was very kind and helpful, just what her position needs her to be.
Visited October 2024
Review titled Ashfield Surgery
Replied on 07 October 2024
Dear Patient Thank you so much for the lovely feedback following your appointment with the nurse. I will ensure this feedback is shared with the team. Many thanks, Matthew Lowe Practice Manager
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Review titled Friendly and Efficient in NHS strain
Rated 5 stars out of 5
by George Pearce - Posted on 25 October 2024
Reception staff friendly and helpful as usual. I don't mind being asked the purpose of my appointment. Doctors attentive and impressive. I felt satisfied with the result.
Visited October 2024
Review titled Ashfield Surgery
Replied on 25 October 2024
Dear George Thank you for your lovely feedback. I am so pleased your experience of the practice has been such a positive one and I will ensure this is fed back to the team. Thank you for your understanding with reception asking for the purpose of your appointment. It does help ensure we can direct you to the most appropriate member of our team to deal with your case. This often means you can be seen sooner and get what you need faster. Kind regards, Matthew Lowe, Practice Manager
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Review titled Excellent help given
Rated 5 stars out of 5
by Anonymous - Posted on 09 September 2024
I would like to thank the Receptionist who went out of her way to ensure I was given the help and information I required in order to get to see a doctor. Really pleased with service given.
Visited September 2024
Review titled Ashfield Surgery
Replied on 24 September 2024
Dear Patient Thank you for taking the time to leave your message and I am so pleased to hear we were able to help you with your enquiry. All of our reception team work very hard to ensure our patients receive the help and support they need and it heartening to see when that effort is recognised. In addition to our helpful receptionists, you can also access our website https://www.ashfieldsurgery.co.uk/ for information on health concerns and advice. You can also book appointments, order prescriptions and check your test results via the NHS App. I will ensure your thanks are passed onto the team Warm regards Matthew Lowe Practice Manager