GRAFTON ROAD SURGERY
11 Grafton Road, Shirley, Solihull, West Midlands, B90 1NGContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Ridiculous!!!
Rated 1 star out of 5
by Anonymous - Posted on 14 October 2024
My mother was asked to book an appointment regarding her blood results, when attending her appointment, it hadn’t been booked properly… so she booked a telephone appointment for a week later as they had no face to face appointments. Was told someone would call between 10-12 no one did. All day. So for two weeks she’s been worrying about an appointment she’s been asked to book that the surgery can’t seem to manage. This is just one of many occasions that this surgery is failing its patients. Disgusting service from a doctors surgery.
Visited October 2024
Review titled GRAFTON ROAD SURGERY
Replied on 16 October 2024
Dear Patient, Thank you for your feedback. On behalf of the surgery I would like to apologise for your experience with us. I would like to take the opportunity to investigate this further and clarify what happened. If you would like to discuss this further please email M89024.graftonroad@nhs.net for the attention of Charlotte. Many Thanks, Charlotte Practice Manager Grafton Road Surgery
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Review titled Terrible service
Rated 1 star out of 5
by Anonymous - Posted on 19 March 2024
I called the surgery today to book the next available face to face appointment. I was told that there aren't any pre bookable appointments available to book at all and I would have to phone up every morning at 8am and hope that an appointment is available on the day, if not I would just have to keep calling each day until I got an appointment. When I explained this seemed a really odd request and I would like to book an appointment even if it was a week or so away I was told the diary was not open and an appointment could not be booked. The receptionist named Sarah then proceeded to hang up on me, she was completely unhelpful and rude. I believe some customer service training might be needed or perhaps a review of the booking system that is clearly not working for people who do not have 2 hours each morning free to sit in a queue only to be told there are not any appointments available!
Visited March 2024
Review titled GRAFTON ROAD SURGERY
Replied on 16 October 2024
Dear Patient, Thank you for your feedback. On behalf of the surgery I would like to apologise for your experience with us. I would like to take the opportunity to investigate this further and clarify what happened. Please be assured we have changed our appointment system and now have appointments available up to 8 weeks in advance. If you would like to discuss this further please email M89024.graftonroad@nhs.net for the attention of Charlotte. Many Thanks, Charlotte Practice Manager Grafton Road Surgery
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Review titled Unanswered phone calls
Rated 3 stars out of 5
by Marie - Posted on 12 March 2024
I had an appointment cancelled by the surgery today, they sent a text asking me to phone and rebook my appointment so I tried to, I waited 2 hours this morning trying to get through to the receptionist, I was 10th in the queue and by the time I got down to 3rd place the queue stopped calling out numbers and the phone went dead after 2 hours, I tried to ring back and was 5th in the queue, after another half hour of waiting I was still 5th in the queue, I'm absolutely disgusted, they need to manage the phones better. My appointment was important today so I'm very angry that it was cancelled at the last minute and now I'm struggling to get through to a real person. Awful service.
Visited March 2024
Review titled GRAFTON ROAD SURGERY
Replied on 16 October 2024
Dear Patient, Thank you for your feedback. On behalf of the surgery I would like to apologise for your experience with us. I would like to take the opportunity to investigate this further and clarify what happened. Please be assured we try to accommodate appointments wherever possible however in some emergency circumstances we do have to rearrange appointments. If you would like to discuss this further please email M89024.graftonroad@nhs.net for the attention of Charlotte. Many Thanks, Charlotte Practice Manager Grafton Road Surgery
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Review titled Not good
Rated 2 stars out of 5
by Anonymous - Posted on 22 August 2023
I phoned up for an emergency appointment for my 1 year old, obviously I explained what was wrong, ( it was his breathing,) and was told to expect a phone call back. I had already rang 111 and they rang the doctors before I did, but were told there were no appointments available. Disgraceful, especially on the behalf on a child.
Visited January 2023
Review titled GRAFTON ROAD SURGERY
Replied on 16 October 2024
Dear Patient, Thank you for your feedback. On behalf of the surgery I would like to apologise for your experience with us. I would like to take the opportunity to investigate this further and clarify what happened. Please be assured we have policies in place regarding children and symptoms they present with. If you would like to discuss this further please email M89024.graftonroad@nhs.net for the attention of Charlotte. Many Thanks, Charlotte Practice Manager Grafton Road Surgery