Thornley Street Surgery - Ratings and reviews
Reviews
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Review titled Why is there no appointments
Rated 1 star out of 5
by Anonymous - Posted on 03 May 2024
Called at 08.05 and 49 minutes waiting for someone to answer the phone and there was no appointments left. This is ridiculous, is there someone who I can complain to and take this seriously.
Visited May 2024
Thornley Street Surgery has not yet replied.
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Review titled Impossible to get an appointment
Rated 1 star out of 5
by Anonymous - Posted on 15 April 2024
I have been trying to get an appointment with a Dr on and off for months. Eventually I give up and then I try again but it is impossible to get an appointment with a Dr at this surgery. All appointments are taken at 0800, which seems to be a "service" run on pot luck. I was invited to book an appointment online and was offered 2 slots in 2 weeks time but they were both taken by the time I tried to book which was within 20 minutes of receiving the invite. I rang the surgery and luckily, was not greeted by the usual rude and uncaring receptionist. I was offered an out of hours appointment at another surgery, (never been offered that before), I received a text message confirming my appointment. I was genuinely delighted. I left work in Birmingham half way through a 12 hour shift on Saturday to attend this appointment, only to find out that it had not been booked. I give up. I have raised my concerns with this surgery before and nothing changes. This practice is dangerous and is putting my health at risk. I have not got the time or the energy to take my concerns to the CQC. I strongly suggest that this surgery does not take on new patients because they cannot look after the patients they have. I have changed my GP today, they cannot possibly be worse.
Visited April 2024
Review titled Thornley Street Surgery
Replied on 22 April 2024
Thank you for raising this issue with the practice and we are sorry you have felt the need to go to another GP. If you would contact the surgery and speak with the Branch manager directly we would like to offer you an explanation and an apology into the reasons why you have been having difficulties making an appointment or getting through on the telephone We acknowledge that there is a high demand for appointments, we have a flexible appointment system for booking appointments with a number of different types of appointments which includes advance booking and releasing routine appointments on the day, along with telephone consultations. Please call the surgery on 01902 688500 Thornley Street Surgery
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Review titled Terrible surgery
Rated 1 star out of 5
by Anonymous - Posted on 26 March 2024
My nan has been really bad with her chest for a month! Seen a doctor once and shes still bad shes calling everyday and i have also tried to day 8 o'clock on the dot it says theres no appointments left, not even sure how there is none left at 8 in the morning its only just open, terrible terrible also tried the online booking and guess what no appointments so instead your expected to go and sit in the walk in for 8 hours !!!
Visited March 2024
Review titled Thornley Street Surgery
Replied on 22 April 2024
Thank you for raising this issue with the practice and we would like to resolve this as soon as possible. If you would contact the surgery and speak with the Practice manager directly. We are very sorry to hear you have had difficulties in making an appointment at the Surgery. We acknowledge that there is a high demand for appointments, we have a flexible appointment system for booking appointments with a number of different types of appointments which includes advance booking and releasing routine appointments on the day, along with telephone consultations. We encourage people to make advance appointments where possible, however we release a large number of appointments each day for both routine and emergencies. These are released at 8am.You can also join patient access where you can go online to book your own appointments. We also have the Accurx triage service available which works through text messaging. Please call the surgery on 01902 688500 Thornley Street Surgery
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Review titled Unable to book appointment
by RN Wolves - Posted on 12 October 2023
I have been experiencing significant right shoulder pain affecting my sleep at night & self managed /coped until I couldn’t. I sent a message to GP surgery via their online /text portal & received a message to book an appointment. As instructed I called to make an appointment & was informed by admin that I have to call tomorrow at 8 am, which I duly did & when I finally got through was informed by answering machine that all appointments had been taken. Why was I not able to book an advance appointment when I called & directed to the dehumanising call at 8 am approach? Is it the process of the practice that patients have to call daily at 8am until they get lucky?
Visited September 2023
Provided by Care opinion
Review titled Thornley Street Surgery
Replied on 22 April 2024
Thank you for raising this issue with the practice and we would like to resolve this as soon as possible. If you would contact the surgery and speak with the Practice manager directly. We are very sorry to hear you have had difficulties in making an appointment at the Surgery. We acknowledge that there is a high demand for appointments, we have a flexible appointment system for booking appointments with a number of different types of appointments which includes advance booking and releasing routine appointments on the day, along with telephone consultations. We encourage people to make advance appointments where possible, however we release a large number of appointments each day for both routine and emergencies. These are released at 8am.You can also join patient access where you can go online to book your own appointments. We also have the Accurx triage service available which works through text messaging. Please call the surgery on 01902 688500 Thornley Street Surgery
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Review titled Absolutely terrible
Rated 1 star out of 5
by Anonymous - Posted on 23 August 2023
You call at 8am spend 25 mins on hold to be told no appointments left, 3 days running this has happened. Dont use this surgery. You cant get to talk to a dr let alone actually see one
Visited August 2023
Review titled Thornley Street Surgery
Replied on 31 August 2023
We are very sorry to hear you have had difficulties in making an appointment at the Surgery and the excessive waiting times on the phones and appreciate how frustrating this is. We acknowledge that there is a high demand for appointments and by offering different ways of booking an appointment will be more favorable that waiting in a phone queue. We have made more pre bookable appointments available to patients who can contact us by alternative methods with a number of different types of appointments which includes advance booking and releasing routine appointments on the day, along with telephone consultations. We encourage patients to make advance appointments where possible, however we release a large number of appointments each day for both routine and emergencies. These are released at 8am.You can also join patient access where you can go online to book your own appointments. We also have the Accurx triage service available which works through text messaging and when your request is triaged we can send you a link to choose from advance appointments Please look at our website for alternative ways to make an appointment https://www.rwtprimarycare.nhs.uk/thornley-street-practice/ I will happy to discuss this with you and offer an explanation to the long waiting times Please call the surgery on 01902 688500 and ask for the Practice manager in regards to online comments. Thornley Street Surgery
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Review titled Shocking
Rated 1 star out of 5
by Anonymous - Posted on 12 April 2023
I received a message 2 weeks ago from Thornley St surgery to book in for an urgent COPD review. I rang the following day to book, and was told by the receptionist that there were no nurses appts left for April, and that the books werent yet open for May. Receptionist advised me to ring the following week for a possible cancellation. Rang again the following week to hear the same story. Rang again today (12 04.23) and again told to try next week. I need inhalers. Can't get a dr's appt. Can't get a nurses appt. I have several health conditions for which referrals were promised,but have not been done. Appalling beyond belief.
Visited April 2023
Review titled Thornley Street Surgery
Replied on 13 April 2023
Thank you for raising this issue with the practice and we would like to resolve this as soon as possible. If you would contact the surgery and speak with the Practice Manager directly. Please tell reception staff she is expecting your call. We are very sorry to hear you have had difficulties in making an appointment at the Surgery. We acknowledge that there is a high demand for appointments, we have a flexible appointment system for booking appointments with a number of different types of appointments which includes advance booking and releasing routine appointments on the day, along with telephone consultations. We encourage people to make advance appointments where possible, however we release a large number of appointments each day for both routine and emergencies. These are released at 8am.You can also join patient access where you can go online to book your own appointments. We also have the Accurx triage service available which works through text messaging. Please call the surgery on 01902 688500 Thornley Street Surgery
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Review titled repeat prescription
Rated 2 stars out of 5
by tracy roberts - Posted on 13 January 2023
As a diabetic I have repeat prescription every 2 months for last 3 years. medication was due 04/01/2023 Boots chemist requested on 28/12/22 my medication was not at chemist they showed my their request on 28th and they checked the NHS tracker nothing from my surgery. I called my surgery 06.01.23 only to be told no requested and I should change chemist I collect from. on 7.01.23 I attend boots where I am given an emergency month supply. On 12.01.23 I called Thornley street practice again only to be informed no my medication as not been requested, so as far as they are concerned I am a diabetic with no medication since 4th January we are now on 13th of January, I have to inform them I have received an emergency supply but still waiting.. for the last 3 repeat prescriptions I have had similar issue and have had to speak to practice manager when I ask reception to make the Manager aware again I have had an issue she informs me once again to change the chemist I use (so unprofessional) and that I cannot complain over the phone, and that the chemist all of a sudden after 3 years are email the wrong email address I have to get the pharmacist to call them.... I am the patient stuck in the middle without life saving medication. Surely if there was a problem with the Boots chemist I use then no one would be getting prescription and the chemist would be in seriously legal trouble... I feel its a constant excuse after excuse for sudden lack of professionalism and procedure at Thornley street surgery... and still as I write this I still do not have the rest of my medication.. Well one way to get the NHS waiting list down, don't sent prescriptions and the patients will eventually die... how do i get this sorted????
Visited January 2023
Review titled Thornley Street Surgery
Replied on 18 January 2023
Dear Tracy We are sorry you have felt the need to raise your concerns on this website about your experience at the surgery. As a practice team we strive to provide good clinical patient centered care. If you would like to raise your concerns or discuss this further please contact our practice manager and we can address your concerns and aim to give you a positive outcome We take patients concerns and complaints very seriously and try to resolve them at a local level in a timely manner Thornley street surgery
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Review titled Disappointed
Rated 2 stars out of 5
by Anonymous - Posted on 01 November 2022
Disappointed with the on call service. I believe listening to the patient query can help to provide effective care. Only people who are experiencing something are able to explain their issues so the professionals can understand what the patient is talking about also arranged a face to face meeting instead of asking for pictures to be sent eventhough it's not a patient wishes. I have cyst in one of my hand and wrist pain issues which affect me sometimes especially if I am carrying heavy load,write for long or types for long. My hand swelled, I feel crampy in my arm. This only happens if I carry heavy load or used my hand for a long period. Because of this I used to get some basic support on my previous educational department and my previous gp practice was aware of it so I had get medical report free of charge to support my study. The report has helped me to achieve my education and lower my education pressure so the university have provided much support to help me achieve my education successfully. I have changed university for my postgraduate and registered to Thornley close gp , book an appointment via the phone, the gp who called me was not giving me opportunity to explain properly my issues until I start crying over the phone to book a face to face appointment. The only thing he suggested me to do is to send pictures of my hand without providing any information of why I should sent neither asked if I was happy to send pictures of my hand or preferred appointment. I think informed decision in such case could have been considered to decide whether I was happy with it. He only stated I should sent him the pictures of my hand in the link to see and stated he will call back. I did not feel involved in a decision regarding my health concern until I start crying on the phone. Area to be improved: communication skills such as listening skills should be improved and professionalism.
Visited November 2022
Review titled Thornley Street Surgery
Replied on 08 November 2022
We are sorry you have felt the need to raise your concerns on this website about your experience at the surgery and for any distress that has been caused The practice offers face to face and telephone consultations. As a practice team we strive to provide good clinical patient centred care. If you would like to raise your concerns or discuss this further, please contact our practice manager and we can address your concerns through our complaint's procedure. We take patients concerns and complaints very seriously and try to resolve them at a local level in a timely manner when they are raised with us through our complaints procedure. A copy of our complaints policy is available at reception and on our website https://www.rwtprimarycare.nhs.uk/
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Review titled Poor callback service.
Rated 3 stars out of 5
by Anonymous - Posted on 23 November 2022
On 2 ocassions now i have failed to receive my Gp appointment calls to my mobile phone , which for some reason sent calls to voicemail. Knowing this was a problem i clearly asked for the next call to be via landline , however this request was ignored and low and behold 2 appointment missed due to calling mobile. For some reason it is to difficult to ring an alternative number. And speaking to a receptionist about my experiance ,well, it was my fault, should had the phone near me,all negative, no understanding or compassion,afterall i have only waited several weeks for this appointment and still waiting.
Visited November 2022
Review titled Thornley Street Surgery
Replied on 29 November 2022
We are sorry you have felt the need to raise your concerns on this website about your experience at the surgery. As a practice team we strive to provide good clinical patient centered care. We wish to thank you for raising this particular concern and hope that we have given a satisfactory response through our telephone conversations. We will use your feedback to make improvements to enable us to provide the best service to our patients We take patients concerns and complaints very seriously and try to resolve them at a local level in a timely manner when they are raised with us through our complaint's procedure. A copy of our complaints policy is available at reception with a summary on our website and in our practice leaflet.
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Review titled Disgraceful Treatment
Rated 1 star out of 5
by Anonymous - Posted on 02 November 2022
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 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.
Visited November 2022
Review titled Thornley Street Surgery
Replied on 08 November 2022
We are sorry you have felt the need to raise your concerns on this website about your experience at the surgery. We are aware of current issues that have led us to shortage of appointments at Thornley Street Surgery but also stress this is a national Problem at the moment. We acknowledge that there is a high demand for appointments, we have a flexible appointment system for booking appointments with a number of different types of appointments which includes advance booking and releasing routine appointments on the day, along with telephone consultations. We encourage people to make advance appointments where possible, however we release a large number of appointments each day for both routine and emergencies. These are released 8am and Mondays are generally the busiest day for these appointments. Appointments can also be accessed through online access and the practice reception can provide you with details of this service We do acknowledge that our telephone system does not provide an ideal experience for our patients As a practice team we strive to provide good clinical patient centred care. If you would like to raise your concerns or discuss this further, please contact our practice manager and we can address your concerns through our complaint's procedure. We take patients concerns and complaints very seriously and try to resolve them at a local level in a timely manner when they are raised with us through our complaint's procedure. A copy of our complaints policy is available at reception and on our website https://www.rwtprimarycare.nhs.uk/