All they are good for is answering the phone when it suits, and passing the book.
If you do have to phone them be prepared for a long wait.
If you need a doctor forget it.
Two months for a blood test.
I have never experienced any problems with Ashfield Surgery. I can get appointments when needed and the doctors are good.
This has got to be one of the worst GP practices in the country run by one of the weakest managers in existence.
Made a complaint as my elderly father was told by the practice nurse after his diabetes check to book to see a doctor. The reception refused and said they had no facilities to book an appointment and he would have to use the tablet in reception. When he explained he couldn't see they just shrugged and said he'd have to go only me at home then. No offer of help at all.
Raised a complaint and was sworn at and accused of all sorts of things. Well, the truth hurts sometimes
Waited for weeks to see a Dr, to be told his appointments had all been cancelled. "Didn't a manager let you know" receptionist asked NO that's why l turned up, but his list is OK now but if l need to see him or another Dr l have to wait till September, meanwhile you get left
A good service. The speed of the service is good. I'm happy with it.
No complaints, I can get appointments. They listen to my concerns.
I was speaking to a lady over 90 years old last week. She was angry at not being able to make an appointment at the surgery to see a doctor. She was sent away and told to go on line! It is unreasonable to assume that the elderly and vulnerable can cope with these digital systems. They need a more compassionate attitude from surgery administrative staff.
Not listened to at all. Totally disinterested and told to try and get on with my life.
They have an excellent online booking system. The staff are friendly too.
Online booking helped me get an appointment.
I regularly visit them for covid and flu vaccines. I had blood in my urine and they referred me to the hospital straight away.
It's impossible to get an appointment.
Phoned on the dot at 8.30am opening time to be told 30 in queue. Went private and got an appointment, treatment and prescription within an hour of contacting them. It used to be a great practice but has gone downhill since Covid.
If you want to see someone for a routine appointment you have to wait two to three weeks and it can be with any doctor. If it's an emergency then you can get seen quicker.
Referred me onto Good Hope for an x-ray within 10 days. They are very good. They have been easy to access so far as a new patient.
Both of my parents are with them. They are very happy with the care and treatment. They always get called for their flu and covid jabs.
They are very good. Really helpful. I never have any trouble or worries when contacting them. Staff are pleasant enough. They get in contact with you and keep you updated.
Needed medical for HGV license was quoted £110.00 cash and appointment was made for which I had to wait two weeks. One day before they texted me and cancelled it leaving me with the possibility of losing my job. I called them for another appointment finally got through only to be told they hadn’t any appointments but would call me back which they didn’t, they shouldn’t mess people around I think they are very arrogant
They're alright, they're good. Never have any issues. They also use an app which is good for me as I can then get prescribed medication via the app.
My GP has helped me a lot during my pregnancy. They have provided me with excellent support and referred me onto the hospital.
I feel I am well taken care of but I can't let the GP lead the conversation I have to tell them what I need with all my complex health issues.
Good. I won't be able to choose the doctor I see when I need an appointment though.
Good support provided during covid. Excellent information shared regarding covid and flu vaccinations.
It's difficult to get appointments all of the time. The reception staff are rude. They are always busy talking and purposely ignore patients. The phone is ringing all of the time but they don't pick it up.
Copy of my brother full medical history and medication printed of for a housing officer
Seen quite quickly. Can be quite slow to get an appointment but this time I got in quite quickly. You see different doctors, it's whoever is available but they're good. It can just be a bit of a wait.
We use to have an excellent GP who has retired and the new one is not that good. The receptionist are not helpful at all.
Getting appointment for bloods. Told me It’s quicker to go to Good hope hospital. Doctors are nightmare, have to wait for weeks for an appointment. Blood test on Monday and got results quickly and was told to go to Good hope for my son’s follow-up appointment.
Don’t have to pay for prescriptions as I am 70. The main problem is can’t get an appointment and can’t see the same doctor twice during lockdown. Developed Cellulitis got worst before I saw GP. Had to see nurse 3 times a week. They could have seen me quicker.
Can’t see them face to face. Managed to get appointments to see doctor and she was helpful and fine. Asked her if we had any other issues, she said we would need to make an appointment for blood tests we went to reception where there was 2 other people. The receptionist said we can’t book an appointment as she is busy and we have to try to book an appointment in the morning. When we phoned the next morning we had to wait for half an hour on the phone got through and made the appointment but it was unnecessary.
The surgery is not great, it's not easy to get appointments.
I've been finding it difficult to get an appointment with my surgery.
They are great, offer both face to face and over the phone appointments. If GP says they are going to follow it up they will send a text message.
Two months ago, I applied for a new application at Birmingham Ashfield Surgery to attach the NHS IDs of my 3 children to my NHS ID (Request Proxy Acess) so that I can handle their repeat prescription matters online.
Six weeks passed with no news. I tried to get to Surgery and was told my application had been received but couldn't tell when it would be done.
Today, I arrived at the Surgery again and was told that all requests related to request proxy access have been suspended, and they don't know when the process will be restarted of course, when it would be done
I need to raise a complaint, why does it take more than two months to process such simple proxy access for a child? Does this completely ignore their needs for a repeat prescription and proxy access? Or do I need to go to the surgery with my child every time when I need a repeat prescription?
They're good doctors. I can get appointments with the nurses.
They offer the covid and Flu vaccinations. They send you a text message inviting you to come for a vaccine, then when you call them to make an appointment, they say they can't do them at the surgery and to go the pharmacy. Well what's the point in sending the message then?
They're okay but seeing a doctor face to face is a problem. Had a problem for 48 hours and they rang me back eventually but I had already gone to the hospital as the pain had gotten worse. The next day I received a text which told me to make an appointment with the GP to discuss the results they had recieved from the hospital, they couldn't give me one for 2 weeks and that was over the phone. I also needed a scan on my kidneys as I had a serious infection, the doctor didn't follow this up with tests. That took a long time and I waited since September and had blood tests done yesterday.
Having to explain symptoms with staff to get an appointment and still making telephone appointments
The doctor is good. He has had special needs training. He has said he would be able to come out to administer my daughters vaccine too.
Phone lines are open in afternoon but be set any appointments left. Why won’t they take appts for the next day? Even a telephone appt?
We are all fed up with the dreaded 8.30am phone system.
Awful, can’t get through for days. Appointments never available, my daughter had urinary infection but she couldn’t have medicine because there was no Face to face appointment available.
My husband can’t use computer and its impossible for him to book an appointment online.
Very difficult to get an appointment they don’t pick up the phone all the time.
The automated system works very well and I have found you are called back promptly. Due to my sons needs he is unable to communicate via video call and we have always managed to get face to face appointments. The receptionists have also been helpful and efficient.
Very rare face to face, very, very few appointments and endless phone calls to achieve one.
Used to be wonderful. Now like all other GP’s almost impossible to get through on phone, and vetted by receptionists. We want majority of appts face to face. So many Doctors now part time - I think at this Practice. They are no doubt working very hard but making patients wait outside in bitter cold weather and rain is awful.
Booking an appointment takes up to an hour to get through to someone. Appointments not always available. Phoned at 8.30,got through at 9.15 told Dr would phone after 2. Dr phoned at 4pm told needed chest listening to but would have to go to out of hours Badger Clinic, Dr booked appointment for 5.30. Had to drive in rush hour traffic from Sutton to Aston, whilst quite unwell to be examined and obtain prescription. 30 minutes to get there had to pass Drs surgery 5 minutes from home.
Takes hours to get through on the telephone and then you are told no appointments are left, call back. Have tried the online booking app, not working. The receptionists want to know what you want to see, oh sorry speak, still not allowed to enter the surgery and see someone, the doctor about. Is it really any of their business? They are stroppy and very unhelpful, they make you feel like something off the bottom of their shoe. The doctors are always changing and you never get to speak to the same one so have to explain everything all over again. You can’t get a blood test done straight away, you have to wait weeks. They seem to have a very high turnover of staff and never enough staff on duty to deal with things. They shut in a Wednesday afternoon!!!
Cannot see doctor
Virtually impossible to see a doctor.
We are still being forced to wait outside until allowed in in single numbers. Hospitals, dentists, opticians are all working prooerly with masks etc. Why not this Surgery? Four Oaks group of Practices now allow patients to enter. My neighbour rang on 4/8/21 - Over 300 times, and could not get an answer. Rang 111.
Very hard to get appt to see doctor
Dr has been extremely helpful in understanding my Autism and mental health issues, especially as I unlike medical settings, she has always taken the extra time to assist me and explain any issues to the best of her ability and make any necessary referrals promptly.
Still difficult to get any type of appointment
Reception staff rude, not helpful, don't listen, speak over you making experience of trying to get service or an appointment from GP within primary care difficult If i feel that I need to see a doctor about anything then usually I wont go here, I just ignore problem/symptoms as trying to get appointment is too difficult I am shocked at behaviour/rudeness of staff on reception within this primary care service, it puts a big barrier up to patients seeking support, I am a registered practitioner working within NHS University Hospitals Birmingham and If I find it difficult and experience such problems as a fellow medical professional then I worry about those more vulnerable, elderly and how they manage to get an appointment, I realise it has been difficult during pandemic for all health workers being a frontline worker myself but my poor experiences were before pandemic as well as during. I did try to contact surgery to make appointment during lockdown with symptoms of extreme fatigue and abdominal and kidney pain and on another occasion knee pain affecting mobility but due to problems trying to get appointment and long wait on phone was not able to arrange appointments for these concerns. Due to my working hours within NHS I am not able to call surgery at 0830hrs as they request to make appointment as I am on duty, due to my knee pain becoming worse I called surgery later in the day when I was able to but was told sorry call back at 0830 tomorrow, i tried to explain this difficult and was told “nothing they can do its the system” it was suggested that can maybe try calling 2pm for appointment but most likely wont get one then! I haven’t seen Dr about my extreme fatigue which continues and my ongoing knee pain and to be honest I have given up trying to seek medical advice from GP it is just too frustrating and difficult, if my knee gets worse I will go A&E and for my extreme fatigue i just try and get through it, GP appointments are just simply too difficult to get
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Recently I have had to use the GP phone appointment triage system. The hold times for reception to actually get through have been ridiculous - on one occasion I was trying for almost 30 minutes then when I finally got through there was a very long covid message, before I got to 2nd in the queue the system cut me off! The phone system could definitely be improved, and more receptionists should be made available first thing in the morning when appointments are released as I feel sorry fir them being bombarded. It also means they have to rush through booking & some can then loose the personal touch and appear ÔshortÕ which I am sure is unintentional. However, once I had got through I was told the GP would call me back, which they did & I felt I was really listened to. On one occasion I felt bad (& told the GP as such) as I only wanted a repeat prescription but had I take up an appointment to request this. I felt that there should be some other way to request this such as via email or web form where I didn't have to use an appointment that somebody else might have needed. On another appointment I received a phone triage. This was for an issue where the doctor needed to see me for a physical examination. Unfortunately, my phone triage was on a Friday afternoon. They therefore could not get me booked for the physical exam until Tuesday as there was a bank holiday. The appointment was with another GP so I had to explain everything again. I couldn't fault the care & attention shown by both GP's & understand that measures are required due to Covid, but this meant that I had to have a second appointment which somebody else could have had & a delay of 4 days. Triage is great for some if it is something that is simple that can be carried out over the phone. However I wonder if there is a way of potentially noting the nature of the issue somehow when the appointment is requested and those who may need a physical consultation be triaged first so that they could come in later on the same day if this was then needed?
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Disjointed to get appointments as not available in advance and on the day takes up to 100 dials to get through. Telephone appointments don't always allow a full picture of what's wrong to be dealt with. Standing outside with no seating waiting when medics are running late was extremely painful when heavily pregnant. Allow some form of seating, even if outside, for those who can't stand for long periods of time. Staff are trying there best in difficult circumstances but needs some more care for those struggling.
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I know so many people, me included who have phoned over and over again as instructed after 8.30am to try to get an appointment. My neighbour rang 170 times trying to get help about a baby. Also reports of rude, short and curt responses from receptionists because of course there are no appointments left when/if you do get through. They should make at least a few advance appointments. Being told to try again tomorrow after trying all morning is unacceptable. Also patients are told to not arrive early and announce they are waiting outside. Sometimes the weather is appalling and I have had a very bad back- in agony waiting standing outside because the Doctor was running late. They could socially distance patients waiting inside in the waiting room. To think this telephone appointment before/instead of face to face might go on indefinitely as told to me by a doctor is so depressing. Some complaints can be easily dealt with by phone only, but if the patient wants to see the Doctor it should be possible without telephone consultation first which is only doubling Doctors time. It took over 3 weeks for a doctor to issue me with a private referral - I even enclosed a SAE. We can see dentists, opticians etc - GP surgeries should be open as well with Covid precautions. We have all had enough of the way the Surgery is operating. Need more receptionists - better trained as well
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As a 64 yr old person with hearing loss I am unable to use a phone to make contact or for a consultation. I have experienced disastrous video calls. I wrote two letters to the Practice Manager outlining my problems and concerns for myself and other with the same problem as well as elderly patients who did not have or could not use the Internet. I did eventually get a reply advising me that they were looking to improve the online access! I did manage to make contact after via a “new” symptom form I did then have a more successful email consultation which did end with a face to face consultation. This again proved difficult as I couldn’t understand what the Dr was asking. Luckily he was IT competent so in the end he had to type his questions. The problem hasn’t been resolved but to be honest I can’t face the stress and the time it takes to try and get medical help. Im not the only one feeling anxious in case there is something more serious that’s going undiagnosed and treated! Before Covid I was very happy with the practice but I cannot understand why they are not following in the footsteps of other surgeries who are open for patients again
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Impossible to get through to them, usually over 100 phone calls to get through. Antiquated patient experience, so much stuff needs to be physically posted to them, almost impossible when you’re working. Receptionists are rude, follow up appointments are usually just sent out to you without checking whether you’re available which then requires you to call up to change it to be told “we only book them for you” so you then have to wait for another letter to find out they’ve booked it on a day you cannot attend. Such a waste of time and resource Actual doctors are ok once you manage to get there!
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I recently got in touch with Ashfield Surgery about a blood test. It took me 45 minutes to get hold of someone to make an appointment to speak to a doctor. It then took me half an hour to get hold of someone to make an appointment for the blood test. I got an appointment reminder text messages that stated all appointments were by phone. When I rang, I was told to ignore the reference to a phone call as that was an automated message. It then took me 45 minutes to try and make an appointment only to be told they were full up and I needed to ring again the following day. It took me another 45 minutes to actually make that appointment to speak to the doctor about my blood test results. I was never given the time the doctor would call, even though the time estimate was avaiable in my patient log in.
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Not been able to see a doctor since the first lockdown if you are unable to get an answer on the phone before 8.30 you are wasting your time for a triage appt. as you are then in a queue and as they onlyhave very few appts. You are told to ring again.
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Can dial 50 times (a neighbour dialled 170 times) and still not get through. Many people on Nextdoor website complaining about attitude of receptionists. Appear understaffed and undertrained. Also patients are told not to arrive early for appointments, and to wait outside till doctor or nurse calls them in. But a lady wrote this week that she had to stand outside in agonising back pain because Doctor was running late for 15 minutes in appalling weather as well. . Why can’t they wait in waiting room.? Some of the chairs could be removed to ensure spacing and the chairs could be sprayed after each patient. At least it is humane.
Terrible service
Excellent doctors and nurses, it is often quite difficult to get an appointment.
Impossible to get through on telephone.
Never able to obtain an appointment, always told to call back no ability to book in advance.
Prior to Covid it was very good. Fairly easy to get appt. etc. Not happy that they now only do initial appt on phone.. Also if you have to go then for a follow up actual visit, you are kept waiting outside, rain or shine for quite a while. Why not allow a few in , as my dentists has ( 3 people allowed in waiting room )
Trying to call and get answer is taking forever and some of the response is totally unfriendly asking why you need to speak to a doctor what has happened to doctor/patient confidentiality these receptionists need to be retrained in personality response
Good
It has been inconvenient, especially with Covid around, to have to keep visiting the practice to regularly collect a new prescription. Would be better, if it was sent to the pharmacy.
Not good having to wait outside.
Online survey questionnaire: What has worked well for you during lockdown?
Answer: Walmley pharmacy delivery. Ashfield surgery contacted to adjust meds which was done promptly without an appointment and they sent script to pharmacy which was delivered the same day. Excellent.
Took a long time for my husband to get appointment to see a neurologist. We were luckier with the Dementia consultant. We always get copies of letters which our consultants send to our GP. Not sure if GP should contact us when they get there letters, but would be nice to know what they think and perhaps ask to see us accordingly.
Terrible reception and appointment booking process. You have to call to make an appointment at either 08:30 or 14:00, at which time it will take multiple attempts to be connected because the line will be busy. When you do get through to the line you will be the 9th in the queue. The last time I called to make an appointment, I called, as requested at 08:30 and I was told that they only had emergency appointments left. I complained about this and it very much fell on deaf ears, the receptionist couldn't have cared less. Today I called again to make an appointment and the receptionist said to a colleague in the background (while I was still on the phone! ) "I've got him again".
Highly unprofessional and rude reception with a very old fashioned booking process.
If you're lucky enough to get an appointment with a doctor, I have been satisfied with the service, however, I cannot recommend this surgery because of the rude reception and terrible booking procedures.