Moss Grove Surgery
15 Moss Grove, Kingswinford, West Midlands, DY6 9HSContact details and opening times
Patient ratings and reviews
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Reviews
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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
Review titled Moss Grove Surgery
Replied on 20 October 2023
Dear anonymous If you would like to add you name I will call you to discuss this. The text says if your appointment is on....., so if you don't have an appointment booked then ignore the text. I really don't appreciate you calling my team 'a joke'. They all work extremely hard and your comments are hurtful and unnecessary. NHS England changed the eligibility for patients re covid and flu vaccinations this year, so it is different than previous years, please take this up with NHS England not us. We constantly monitor our calls and website, however, once we are full we have to close the website, we have limited recourses as does every GP Practice in England. As we are clearly not able to meet your needs, you have a choice and that is to register at another surgery. We don't want to lose any patients but we also don't want your needs not met. Deena Woodhall Practice Manager Moss Grove Surgery
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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
Review titled Moss Grove Surgery
Replied on 22 September 2023
Hello I am sorry you had a bad experience, we do have new staff in training and we don't always get it right-bear with us. We have a lot of new staff because we are losing staff who can't cope with patients attitude towards them. Patients, shout, abuse, insult our team and sometimes the team have had enough and resign. Please bear with us whilst are staff are training. Deena Woodhall Practice Manager Moss Grove Surgery
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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
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Review titled Very impressed
Rated 5 stars out of 5
by Andrea - Posted on 26 July 2023
After spending a few days in hospital my husband had to visit kingswinforvtwice snd kinver once. From making an appointment and seeing the doctor to receiving tests results all of the staff and Dr's were excellent.
Visited July 2023
Review titled Moss Grove Surgery
Replied on 18 August 2023
Thank you for such a lovely message, we really do appreciate your comments and they will be passed to the team Deena Woodhall Practice Manager Moss Grove Surgery
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Review titled unaccessible
Rated 1 star out of 5
by Anonymous - Posted on 05 July 2023
my father has been trying to get an appointment for days, phoning up at 8am an automated message says their are no appointments, as the surgery has just opened he waits to speak to someone for confirmation. approx 30mins each time. he cant ge an appointment (even a telephone consultation) and is told to use the website. he has told them he does not know how to use the website and they just explain quickly what page to look for. I have tried to use the website and any page use to contact the surgery has a "weekday custom closure" message. i have tried to book via the website on several prior occasions with similar results, with weekend closure messages streaching into widweek. we are currently waiting on the phone and ,still have no appointment
Visited July 2023
Review titled Moss Grove Surgery
Replied on 18 August 2023
Hello We have recently changed our appointment system to allow patients to book ahead. I checked the sessions yesterday and we had appointments on the day available even at 4.30pm and appointments for next week. I’m sorry you’ve had such an experience but when we are at capacity there is no more appointments left. Deena Woodhall Practice Manager Moss Grove Surgery
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Review titled Great practice nurse
Rated 4 stars out of 5
by Anonymous - Posted on 05 May 2023
I thanked the nurse today for ongoing excellent care over the past 5 years, whether it's smear tests or vaccination appts she is always attentive, professional and diligent.
Visited May 2023
Review titled Moss Grove Surgery
Replied on 09 May 2023
Dear patient, Thank you for taking the time to write such a positive review and that you thanked the nurse. Positive appreciation is very much appreciated by the team at Moss Grove and we do share this with the whole team. Deena Woodhall Practice Manager Moss Grove Surgery
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Review titled Difficult to deal with
Rated 1 star out of 5
by Julie Growcott - Posted on 21 April 2023
My husband has ulcers on both his feet, podiatry centre ordered a prescription for collection today. Having had problems in the past he tried to call from 8am until 8.30am and was still number 10 in the queue. I sent a message asking if prescription was ready and didn't receive an answer, so we went to the surgery. Always difficult to park down there and we compounded the situation as we were told by receptionist that prescription had been sent to pharmacy2u. Husband needed antibiotics today, not next week so this was not good in itself, but now four hours later, we get a message to say prescription is ready for collection. Website is closed so can't send another message and now don't know where the prescription is. Can't fault the doctors and nurses......
Visited April 2023
Review titled Moss Grove Surgery
Replied on 27 April 2023
Mrs Growcott, I am sorry you didn't receive a reply to your message. The car park is often busy but does have non patients going to the post office, we do tackle people about this but they are often very rude. The phone lines are busy, so please bear with us. Deena Woodhall Practice Manager Moss Grove Surgery
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Review titled Veterans care
Rated 5 stars out of 5
by Anonymous - Posted on 26 April 2023
I revived a email yesterday reaching out to veterans the email stated help was available if any veterans needed support for mental Heath Problems. I am a veteran my self I think it was outstanding I’m sure the veteran community will appreciate this knowing some one cares keep up the good work
Visited April 2023
Review titled Moss Grove Surgery
Replied on 27 April 2023
Thank you for taking the time to write such a lovely review. I will let the staff know about your comments. All staff receive veterans training and we are a veterans friendly practice. Thank you again Deena Woodhall Practice Manager Moss Grove Surgery
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Review titled prescriptions
Rated 3 stars out of 5
by Anonymous - Posted on 28 April 2023
Ordered medication 19 April. Okd by Dr went to pick up medication at chemist 28 April no prescription at chemist. Advised to ring surgery. Took 23 minutes to get through. Told the prescription had been printed and not collected. Very surprised thought prescriptions now done electronically. Told I could pick it up from surgery. I asked again why it couldn't be sent electronically and also pointed out that it was now 28 April and ordered on 19 April. Told once again it was printed and I would have to contact the chemist to see when they could collect it. This has not been the first occasion to occur it has happened before. I feel that this shows bad organisation. I shouldn't need to race round contacting the surgery when I had ordered in plenty of time. I still don't have the medication . Told by chemist the next collection would be Tuesday . This is not good service. What is happening to the service. ?
Visited April 2023
Review titled Moss Grove Surgery
Replied on 09 May 2023
Hi, I am sorry you had such an experience with your prescription. When the systems crash or are not working we are not able to send prescriptions electronically, often we don't know about this as our clinical system is provided by an external provider. If prescriptions can't go electronically than they have to be printed for collection from the surgery. Sometimes however it isn't a surgery problem and is a chemist problem, we have no control over this. Deena Woodhall Practice Manager Moss Grove Surgery