Ashfurlong Medical Centre - Ratings and reviews
Reviews
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Review titled Drs are great but reception infuriating
Rated 2 stars out of 5
by Anonymous - Posted on 08 February 2024
Rang today because I had an appointment letter come through in the post about a scan. I had a scan two months ago - had no knowledge of a new scan request. Receptionist simply couldn't be bothered to help me. Told me to 'just go anyway'. It's in Solihull, not to mention an NHS cost if it's just a duplicate. Gave me a couple of other ridiculous possible reasons. Finally when pushed looked at my notes to find a note relating to it which explained it all. It's really really infuriating to phone for answers, and immediately been seen as an inconvenience. This lady absolutely just wanted me off the phone.
Visited February 2024
Review titled Ashfurlong Medical Centre
Replied on 16 February 2024
Dear Patient, Thank you for your feedback. I am sorry that upon contacting the Surgery you were not met with response we would expect from our Receptionist and felt you were an inconvenience. This is not the level of care we strive to provide. Since you have contacted us, we have updated our phone system and are now in a position to audit calls and will be doing so on a routine basis. We are confident this will ensure that all future contact is dealt with, with the level of care and compassion that we expect from all of our team. Kind regards Lucy Reception Manager
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Review titled difficulty getting an appointment recommendation
Rated 2 stars out of 5
by heather maybury - Posted on 08 April 2023
I called the surgery on 3/4/23 at 8am. After 1hr and 27 minutes the call was answered and after asking the reason for wanting an appointment. I was then told that there were no appointments left and to call again the next day. Can I advise that callers are only in the que if appointments are available. I understand that there are a shortage of GPS
Visited April 2023
Review titled Ashfurlong Medical Centre
Replied on 01 September 2023
Dear Heather, Thank you for your feedback. Since your review we have amended our appointment systems to ensure patients are offered appropriate appointments at their first contact. As yet I am not able to monitor telephone queue length or change the patient message from within the surgery, however I am confident you will see improvements in these areas in the near future. Many thanks Leanne Practice Manager
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Review titled Answer your phone please
Rated 1 star out of 5
by Anonymous - Posted on 07 February 2023
Is it good enough to say on your voicemail that because of staff sickness there may be delay in answering the phone? I have been trying to make an appointment for over a week and each time I am told to ring in the morning. I ring, the phone answered usually after a 40-50 minute wait only to be told there are no appointments left. What is going on with this surgery. It used to be one of the best before the pandemic and now one of the worst. I just want a follow up appointment on my diabetes diagnosis as no-one has got back to me which was supposed to happen 3 months ago. A very disappointed patient. Is there still a doctors’ charter?
Visited February 2023
Review titled Ashfurlong Medical Centre
Replied on 01 September 2023
Dear Patient, Thank you for taking the time to give us your feedback. I am sorry that you have had difficulty reaching us and getting an appointment. Our telephone system has somewhat limited functionality in terms of monitoring wait times and allowing the surgery to change the message patients hear. Unbeknown to the surgery, the message regarding staff sickness had been on our phones for almost a year without our knowledge. I am hopeful that you have seen some improvements in obtaining an appointment, as we now ensure that patients are properly assessed at their first contact with surgery. If you would like to contact me to further discuss your experience, please email nhsbsolicb.manorpractice.feedback@nhs.net. Many thanks Leanne Practice Manager
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Review titled Unfortunately
Rated 1 star out of 5
by Anonymous - Posted on 21 February 2024
I cannot understand with 8 doctors in the practice why if you wish to see a doctor there are no appointments for two weeks. Waiting at 8 am to try and get an appointment is a very long wait lucky to speak to some one eventually. Also if you cannot get an appointment told to come to the surgery at 8 am to get an appointment. I don’t understand this if you cannot get an appointment by ringing or going into the surgery how come going in at 8 am you might get one. I would like to know if so many doctors at Ashfurlong how come it take so long to see someone. It never use to be like this before Covid but now it’s bad. My suggestion is don’t be I’ll.!!!!!!!
Visited February 2023
Review titled Ashfurlong Medical Centre
Replied on 03 May 2024
Dear Patient, Thank you for your feedback. I am sorry to hear you are having difficulties in obtaining an appointment. Our on the day appointments are released at 8.00am and we also release future bookable appointments that can be booked for up to two weeks ahead. Since you have posted your feedback, we have amended our appointment system to now only offer on the day appointments at 8.00am and any pre bookable appointments can be booked at 13.30pm, we hope this will ease demand on our telephone lines, however we do also have a call back feature now to avoid you having to hold for long periods on days where demand is very high. Patients have the option to book either via telephone or in person if this is easier for them, but we do not actively encourage patients to attend in person rather than calling, I will make sure I remind our team of this if this has been the case for you. Whilst we do have 9 GPs working at the Surgery, they do not all work on the same day, and we do unfortunately have a number of GPs that are currently taking a leave of absence that is outside of our control and theirs. Id like to reassure you however that should you need an appointment the same day all of our staff are trained to triage patients for the care they require, and an appointment will be offered. We also have a Duty GP working every AM & PM. However demand has risen as of late and we will also advise of external services that can help if appropriate to you (such as Pharmacy First and Livi). We also have a number of other Clinicians who can help you such as ANPs, FCP, Physicians Associate and Practice Nurses, again if this service is appropriate our team will let you know and offer you an appointment accordingly. I do hope you have been reassured by my response, if I can help you further please do not hesitate to contact me at the Surgery. Kind regards Lucy Reception Manager
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Review titled Terrible
Rated 1 star out of 5
by Diane Alexander - Posted on 05 December 2022
I have a private appointment and have been waiting for someone to answer the phone for well over an hour now. All I want is confirmation of the appointment on Wednesday as I have received no conformation at all !!!
Visited December 2022
Review titled Ashfurlong Medical Centre
Replied on 01 September 2023
Dear Diane, We do not offer private appointments at The Manor Practice, however there is a private practice located on the first floor of the building. The private practice is independent from the GP surgery and has its own direct contact number. I am sorry if this was not clear of if I have misunderstood. Many thanks Leanne Hoye Practice Manager
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Review titled Is It Still There?
Rated 1 star out of 5
by Anonymous - Posted on 25 August 2023
Forget it. I gave up long ago trying to speak to a medical person. I had a problem, saw a consultant, problem fixed. Best £40 I ever spent. The same problem has been going for some time. Gone from one of the best to the worst.
Visited September 2022
Review titled Ashfurlong Medical Centre
Replied on 01 September 2023
Dear Patient, Thank you for taking the time to share your feedback. I am sorry that you have experienced difficulty when trying to obtain an appointment. We have made a number of improvements recently and I am disappointed that you have not been able to see the impact of these. I would be happy to discuss the issues with you in more detail to better understand the problems you are experiencing. Please contact the practice directly at nhsbsolicb.manorpractice.feedback@nhs.net should you wish to do this. Many thanks Leanne Practice Manager