The Smethwick Medical Centre - Ratings and reviews
Reviews
-
Review titled Appalling
Rated 1 star out of 5
by Anonymous - Posted on 11 April 2024
Tried to book an appointment was told to call at 8am or if I wanted a face to face then go to surgery at 8am was second person in queue to be told only telephone anytime after 9:30am why can’t a face to face appointment be given my son has been suffering with his skin for a long time always unable to get an appointment I have had to pull him out of school again today and am still waiting for call which I was promised 9:30am. Staff are rude only care about there false eyelashes speak to patients like something on the bottom of there shoe no respect
Visited April 2024
Review titled The Smethwick Medical Centre
Replied on 30 April 2024
Dear Patient I am very sorry to hear about your experience and would like to investigate your concerns. You can contact me directly using the following link: https://www.modalitypartnership.nhs.uk/contact Kind Regards, Patient Experience Team
-
Review titled Terrible telephone system
Rated 3 stars out of 5
by Anonymous - Posted on 12 January 2024
I called and was 4th in the queue. Held for 37 minutes. Call was answered and cut off by call handler. I had been asked to call to book a medication review. Is there only 1 person answering the calls? Not an acceptable wait time and not acceptable to be cut off by the very people who have asked you to call. Abysmal service and getting worse every time.
Visited January 2024
Review titled The Smethwick Medical Centre
Replied on 17 January 2024
Dear Patient I am sorry to see that you have struggled to contact the Practice via the telephone. We are currently experiencing increased demand on our telephone lines and our patient services team has been working very hard to answer calls under the additional pressure. I recognise that difficulties in accessing the Practice can be extremely frustrating for our patients and I apologise unreservedly for any upset or inconvenience. You can also request an appointment by attending the Practice reception from 8am or using our online option. Kind regards Patient Experience Team
-
Review titled Great practice nurse
Rated 4 stars out of 5
by Anonymous - Posted on 16 January 2024
Visited the practice nurse for my wife to have a blood test and blood pressure check as recommended by the local Orthopaedic hospital. The practice nurse was really great putting my wife at ease- there was a good explanation of the results. After consulting one of the doctors, medication was given to reduce the high blood pressure issue. Hopefully this will result in my wife having a future knee operation. All this as a result of seeing the practice nurse- thank you to that person for being thorough and caring in their approach.
Visited January 2024
Review titled The Smethwick Medical Centre
Replied on 17 January 2024
Dear Patient We are happy to see that you received great care from the surgery. Thank you for sharing your experience with us. Kind regards Patient Experience Team
-
Review titled Unprofessional behaviour
Rated 1 star out of 5
by Anonymous - Posted on 22 June 2023
Exactly 8am had to call to book appointment even its extremely busy time for school run but I got appointment today but doctor called me exactly 2.57pm and I was driving for school I called back after three minutes lady told me doctor will try again for two attempts so I was keep waiting for the doctor call but she never called again and put on system that she attempted 3 times and finished my son's appointment so unethical and unprofessional behaviour
Visited June 2023
Review titled The Smethwick Medical Centre
Replied on 28 July 2023
Dear Patient I am sorry to hear that you are unhappy with the level of service at the practice. You are welcome to submit a feedback form on our website if you would like me to look into this further. https://www.modalitypartnership.nhs.uk/contact Kind Regards, Patient Experience Team
-
Review titled no problem with the people at the practice
Rated 4 stars out of 5
by Anonymous - Posted on 28 March 2023
my gripe is trying to get someone to answer the phone i have been trying for two days it just comes up as engaged i cant even speak to someone for a call back
Visited March 2023
Review titled The Smethwick Medical Centre
Replied on 02 June 2023
Dear Patient I am sorry to see that you have struggled to contact the Practice via the telephone. We are currently experiencing increased demand on our telephone lines and our care navigation team has been working very hard to answer calls under the additional pressure. I recognise that difficulties in accessing the Practice can be extremely frustrating for our patients and I apologise unreservedly for any upset or inconvenience. Kind regards Patient Experience Team
-
Review titled Receptionist Incorrect advice - no responsibility thereafter
Rated 1 star out of 5
by I S - Posted on 30 March 2023
On 27/03/2023 tried to make appointment (8am) for daughter in person, in relation to letter sent from hospital. Was told my receptionist an inhaler would be issue and appointment is not required. Four days later, there is no inhaler prescribed. Visited the surgery, the receptionist has now told me I need to now make an appointment for my daughter. (which I tried to do on Monday) As they initially gave the incorrect advice, I requested them to provide and appointment now. (as it is their error) Was told they can’t offer an appointment. It is useless to try and phone at 8am in the morning, that is why I went in person to the surgery and queued outside on the 27th. There is no record of the conversation on my daughter’s record. Why is the receptionist making medical decision for my daughter? this should only be done by a doctor. Why is the receptionist not recording the request/conversation against the patient record? Why is the no accountability for the surgery to fix it’s errors? I will now need to wait outside for the surgery to open at 8am. This will again affect my work. GP practice is useless.
Visited March 2023
Review titled The Smethwick Medical Centre
Replied on 02 June 2023
Dear Patient Thank you for taking the time to leave a review. I am sorry that you are not happy with the service you have received. I would be happy to discuss your concerns with you. You can contact me using the following link https://www.modalitypartnership.nhs.uk/contact Kind regards Patient Experience Officer
-
Review titled Poor service
Rated 1 star out of 5
by Sue Wimbush - Posted on 13 December 2022
I called on behalf of my mom who is 89 and has dementia. Her authority for me to discuss her medical care is registered with the practice She has received a letter asking her to make a telephone appointment to discuss test results. I called at 11.30. I was told all the appointments had gone for today and I must call at 8 am. I explained that it is impossible to get an answer at 8am as the lines are always busy and there was no urgency for the appointment so it didn't matter if it was later in the week or next week. I was told that I could not pre book a telephone appointment. Why is this? I don't understand why you would encourage people to ring at the busiest time for routine non urgent appointments and would be grateful for an explanation please.
Visited December 2022
Review titled The Smethwick Medical Centre
Replied on 16 December 2022
Dear Sue I am sorry that when you contacted the surgery you could not be offered an appointment. We are currently experiencing increased demand on our services and only have a limited number of appointments available. Please be assured our clinicians are working to their full capacity and new appointments are available daily. You are welcome to submit a feedback form on our website if you would like me to look into this further. https://www.modalitypartnership.nhs.uk/contact Kind regards Patient Experience Team
-
Review titled Awful practice - shocking care for patients
Rated 1 star out of 5
by Anonymous - Posted on 19 November 2022
I fail to understand after so many complaints and staff that are rude, ignorant and lack patient empathy and care, that still nothing has been done to improve the standards!! Do your receptionists receive regular professional developmental on how to speak to patients? The appointment system is shocking, I have been trying for weeks. What can I do if I am at work at 8am and I can’t be on my phone and on hold for 30-50 minutes? Can you offer some support with this? I will be moving practices very soon as I can’t keep dealing with the disgusting patient care you offer. You have a duty of care and you aren’t providing that to your local community!! It’s disgusting!! You wouldn’t treat your own friends and family as you treat your patients so please stop!!
Visited November 2022
Review titled The Smethwick Medical Centre
Replied on 06 December 2022
Dear Patient Thank you for taking the time to leave a review. I am sorry that you are not happy with the service you have received. I would be happy to discuss your concerns with you. You can contact me using the following link https://www.modalitypartnership.nhs.uk/contact Kind regards Patient Experience Officer
-
Review titled Terrible
Rated 1 star out of 5
by Anonymous - Posted on 09 November 2022
I am so upset. Over a week now it has taken me to get a appointment. Called again wat 8am to be 27 the in the que. I really need this appointment I explained to the receptionist literally begged she said I have to call back in the morning. The doctors still have not updated the automated voice on the call lim. Says dealing with covid, our staff are unwell. Its November 20222. Please update with latest information. Makes us feel neglected not been able to book a appointment even in advance. Receptionist have no interest just be spoken to in a unprofessional manner. Never have I seen this in a GP setting. Please contact this Practice look into what they are doing.
Visited November 2022
Review titled The Smethwick Medical Centre
Replied on 10 November 2022
Dear Patient I am sorry to hear that you are unhappy with the level of service at the practice. You are welcome to submit a feedback form on our website if you would like me to look into this further. https://www.modalitypartnership.nhs.uk/contact Kind Regards, Patient Experience Team
-
Review titled Awful
Rated 1 star out of 5
by Anonymous - Posted on 22 September 2022
Put a request through for medication. One got issued and one refused due to needing a medication review. I called up and said I had a medication review last month why do I need another one and the response I got was you need to call back at 8am and speak to a doctor as you need a medical review. Clearly hadn't checked my records with how quick the response was and was just moved along so they could get on to the next person. I now have the joy of waiting on hold for hours to try and get an appointment tomorrow for a review that was undertaken last month.
Visited September 2022
Review titled The Smethwick Medical Centre
Replied on 03 November 2022
Dear Patient Thank you for bringing this to our attention. I can appreciate why this situation was frustrating for you and understand that the receptionist should have reviewed your record to give you a further explanation to why you were being instructed to book a medication review. Please be assured we use all patient feedback as a learning opportunity to improve our services. Kind regards Patient Experience Team