I Called at 8am this week to have an automated message saying no appointments. Too scared to risk hanging up and being unable to get through again I held on for 17 minutes. By the time I got through, no appointments left. No surprise there. The system is more than flawed. The tone of some receptionist is horrible, blunt and always ready to shut me down and say what they want you to hear. I get talked over when they should really listen. I know there are patients who can be rude but maybe it's because they always get spoken to on the phone in an unfriendly or belittling way. Are patients just a massive inconvenience to you. It certainly feels like we are. If you always feel like you're having to deal with rude people and patients feel like they are always dealing with rude receptionists then something needs to change, and an automated or on line service isn't it. The elderly must surely be dying at home uncared for. Please do a better job. Get rid of that rubbish Babylon system. The Doctors are lovely, they listen and I've always felt respected when either me or my husband have had a phone call or an actual face to face appointment.

Unfortunately, I have had to file an official complaint with PALS and Onbudsman UK against this surgery as I can no longer defend the doctors here like I had done previously. I also gave them 5 stars 2 years ago but this surgery seriously needs investigating by officials. As a very understanding patient, I gave this surgery a chance and understood the difficulties doctors were facing but after recent failures I've had no choice but to leave this surgery after 16 years of being registered with them. It has gone from bad to worse and the good doctors leave pretty quickly. Now, I whole heartedly believe this is the worst surgery in Wolverhampton and wouldn't advise anyone to register here if you cared about your health. Due to the failures of doctors at this practice, an urgent operation that I've been on an 18 month waiting list for, has not been able to go ahead for my stage 4 endometriosis. This is due to the doctors failing to refer me *correctly* and later failing to expedite my referral correctly to a clinic for a pre-examination to complete final checks on my organs. Having found out I wasn't referred to the hospital I specifically requested I spoke to Dr Kashif about correctly expediting me. He spoke over me in an aggressive and defensive tone and caused me severe anxiety and stress. Almost blaming me for not getting my referral right when I was told by nurses and doctors at my endometriosis specialist's surgery that only my own GP can make the necessary referral! Aside from this, my mother was also treated like a "problem child" and a "you again?!" type of person but didn't want to raise a complaint as she knew they wouldn't hold doctors accountable here. Time and time again she would come home crying because she was spoken to rudely by particular doctors here would be living in pain with no treatment. She was told a number of times that her stomach pains were due to old age wear-and-tear and they wouldn't refer her to a specialist and there was nothing she could do. She spent two years in pain. She finally left this surgery some months ago and her new doctors sent her for MRI scans and full investigation. They found a large egg-sized cyst on her kidney that she needs urgent treatment for. Following moms decision, the best thing I have done for my health is leave Thornley Street Surgery. Their response to my complaint was unacceptable. They defended the loud tone of the doctor being "just the way he talks" and even suggested I contact my specialist to refer me to his hospital clinic, when I have specifically been told that the process is only my GP can make the necessary referrals. Thornley Street Surgery admitted their fault for not knowing the correct procedure with the referral. Avoid, avoid, avoid!!

The doctors and nurses in the surgery are actually super nice and knowledgeable! No issues with the actual medical part! However the secretary is a different issue! I don't know if all the secretaries are that bad, or just the one that I seem to run into every time I have to call the surgery (which is actually very rarely!) Every time she answers the phone, she sounds like she's doing a favour to the world by being at work and answering the phone which is her job. I can never remember her name as by the time I'm done talking to her I'm beyond furious. She can't actually answer any informative questions such as who you need to contact or any general knowledge regarding directing your call which is her actual job. I challenge anyone to find another more useless piece of office accessory than her. It's infuriating! She should not be in any job role that requires her to interact with people.

Saw Dr Maleki a few days ago, it was brilliant with her as well. A great asset to the staff! The place deserves 4 stars now! The arrogant receptionist wasn't there, wondering if she finally left?! Would be relieved tbh! ______ Been a patient for 10 years, and some things have never changed here. The receptionist I spoke to today about repeated prescription, was extremely rude, kept repeating the same thing to make a fool of me, and said the doctor can't go over the prescriptions now, it'll be late afternoon. Her tone of voice was ridiculous and unacceptable. Only 5 minutes later, I got the text message saying my prescription has been signed and sent off to the pharmacy. Dr Mahmood, Dr Adam and Dr Richardson, are good, they listen, show they care and do everything they can to help. But because of some receptionists (2 of them in particular), only 2 stars.

Staff is rude and don't even listen you what you trying to say they just telling you that you are wrong and want to hang up the phone. Im here for 3 years and until now I couldn't see my GP for a first time, there was always issues with something. Definitely low quality of support and you wont get what you want from here. You start call at 8am and they just hung up the phone in 15 min. After they says it's fully booked and it's your foult and the phone was hanged up. You can die and they don't care about you... not recommend at all and will be changing my GP as well.

The quality is very low, I do not recommend it at all. Last week, I was very sick after the doors were closed on Monday morning, so I called to make an appointment with a doctor.she said we don't have intepiter She argued with me and told me that the doctor does not understand what you are saying. I said, "Then how do you understand what I am saying?" and she did not give me time. My situation got worse this week, I called again on Monday, they said we don't have a translator, we don't have an appointment in person, finally they insisted on giving me a phone appointment. The quality of their work is very low. If I were an English person, I would have sued them and asked for compensation.

I’ve been with Thornley street since August last year and have had mainly very good experiences, especially with Dr Safiyah Surtee who has been instrumental in helping me with my medical needs. The health care assistants are great and very friendly. Joe who deals with patient access to documents has been amazing helpful and very understanding. All round a great go practice. Ravneet Kaur❤️

Worst surgery in Wolverhampton. The receptionists are so rude and unprofessional. Stay away unless u want to be dealt with like a child. Don’t dare stick up for yourself or they’ll remove you from their list. Place should be shut down. So slow and unprofessional inc Dr Stone, Julia Freeman, Jackie and Alisha to name a few. STAY AWAY!

Rude receptionist, the receptionist tells you one thing then another receptionist says different. A delay in receiving the 111 report, when I need the report for more testing, I asked if there is another way and I was told to book appointment at 8am and I said how can I book an appointment, when there are no appointments and the receptionist hung up the phone.

I called just to change my name, didn't need an appointment or anything and I have never been spoken to in such a rude tone before in my life. I am friendly, polite and pride myself on my sunny disposition but I could not have felt more like I had inconvenienced the receptionist. I am sorry for bothering you. I'm glad I'm moving so will change practices.

Worst bloody surgery / doctors. You have to call and be refused a few times prior finding an appointment. You need a doctor when you bloody call, not after a few days . Receptionist is talking like she is asleep 😴. Useless all of you with your bloody system that doesn’t work .

I've phoned eight times today, three times y' day. I've tried online but only been offered a covid jab which I don't want. I'm after a flu jab...

Booked through Babylon app, phone didn't ring, only received a missed call notification. I was unable to ring back the doctor directly. Then when ringing the practice they told me they couldn't help because it was booked on the app. There is a lack of responsibility for the care of patients and issues like this can poorly affect their health.

Thornley st surgery is ideally located in the City walking distance from bus station, Broad Street and University. Its handy when you work in the city. Covid had caused difficulties with appointments.

I have been trying to get an appointment for 5weeks. After 2weeks calling through I then went to the surgery and got the internet access. Each time I click on a available appointment it tells me it has now gone. This week the surgery has no appointments available because 3 doctors are off sick. This has severely impacted my mental health

The reception and doctors was rude with patients,I do not understand why you speak with patients like that if you do not know there is a GP and your job is empathy and sympathy and that is a lesson for first day in university for who is work for NHS.

I have been with these Doctors for over 30 years, obviously there will be a clash of personalities, but overall I am happy with the support I receive

Attended on time for a face to face appointment with the GP to be told a mistake has been made and the appointment was cancelled by another member of staff ( this is not the first time this has happened), I was not informed of this via telephone/post and was spoken to by the usual rude and condescending receptionist (AL) telling me nothing can be done, they can't arrange another appointment and to call in at 8am each morning which is a waste of time because you can never get an appointment this way and they've not got any online either, was told in a condescending way that I have had a lot of appointment's lately so I obviously don't have issues getting an appointment, this was a direct dig at my health, asked to speak with the manager, was denied, asked to have the manager call me, was denied, even though it is their fault I was being blamed for this and told to speak to their team leader who only comes in once a week for a couple of hours - explained that I have mental health issues but this was ignored and followed by more sarcastic, unhelpful remarks with attitude - was also recently denied diabetic testing strips and lancets because I don't need them apparently and funding is a problem for the surgery so I have no idea what is going on with this ruthless, uncaring surgery and its arrogant obnoxious staff but it is despicable how they are treating patients who are already ill and have poor mental health, they have no sympathy or empathy whatsoever - came home distraught, without an appointment and dreading the next time I have to go in there - a report/complaint has been sent to NHS England Commission so I hope that you are investigated for the absolutely disgusting way in which you treat your patients.

I suffer with Adult ADHD and Anxiety, which makes things that most people take for granted as easy to do a worrying and stressful time for me, I very recently had to have a medication review which was quite overdue, so that in itself kicked off my anxiety, All I can say is the staff and Dr's are not mind readers, if you explain to them how you are feeling they will bend over backwards to help you and will try to sort out your problem for the you.,with kindness and efficiency

This GP surgery is getting worse and worse. When you are there you feel that you are not seeing doctor but you are a Doctor by the attitude they have of their patients..

Very, very rude receptionist. Seemed more concerned with trying to bait & pick an argument than helping the patient. Totally vile experience, will be trying to find a new G.P.

I have been with this practice for 37 yrs and before covid it was great , always appointments , sometimes couldnt get one but most of the time ok . But now thry have a my gp app which i have but when i need to book for other people its a joke , i was on jold 19th in the que to get to the end of the call to say no appointments!!!!!, thr staff are very rude and abrupt and wont listen to what you have to say , always jumping in and shutting you down. Its always telephone calls you can have ,even though you had a call say 1 week ago and doctor told you to re book , so 5o me thats a waste of an appointment , your sytem needs to change , i have been forced to go to walking centre at pheonix to be seen . Hope you read these comments and get your system sorted

Impossible to get an appointment/prescription and staff seem slightly inadequate. Can never get through to anybody at all when I call. I’ve been trying to call on my lunch every day at work and haven’t had a response since Monday and it’s now Thursday, it just rings out every single time and then the call hangs up.

I would give 0 stars if possible. I have been treated terribly by this practice. You never see the same gp twice, they don't help with problems and I've even been lied to about treatment only to call a week later and be told by a different gp that they never intended to treat me. I've been asked questions and then talked over, accused of having an eating disorder when I don't and told to just eat more. When I asked who I can log an official complaint with, the gp told me they didn't like my tone and hung up. Avoid at all costs.

Terrible. Got told to book in with a dr BY THE DOCTOR & when you call you’re told they can’t book pre bookable appointments only those same day from 8oclock. Which is bs. Staff taking calls apparently aren’t even based at the surgery & can’t offer explanation as to why there aren’t pre bookable appointment available even weeks ahead. What a waste of a service.

They never pick up the phone! But when you attend in person, there is about 5 people sitting in the reception area, so they deliberately ignore the phone when it rings. Very poor service. Disappointed :(

I called several times and they said you called a few minutes late. Today I called exactly at 8.00AM. I waited for twenty-three minutes. Then they said we don't have time. I also have a proof of the time I called.