Bilston Urban Village Medical Centre
Bankfield Road, Bilston, West Midlands, WV14 0EEContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled No duty of care
Rated 1 star out of 5
by Anonymous - Posted on 31 January 2024
I had a baby on 12/01/24 via c-section. When I went to see my midwife (not at Bilston urban village) she looked at my C-section scar and told me it was infected, she then called the surgery to get my seen by the dr that day as I needed antibiotics, I was told to use the triage system online via a link sent in a text. I did that and the triage service wasn’t available… what a surprise. I then had to call them back (your waiting at least 20mins each time you call for them to answer) Spoke to the receptionist who told me I needed to see a nurse before the dr even though my medically trained midwife told them it was infected they needed it verified by there own staff, I said so when will I get a dr’s appointment… told to call back at 8am the next day… I said no this is an emergency, told me I need to see the nurse, then book in with a dr. Long story short, within a couple of hours I went from bad to worse and had to go into hospital because of my infection and was administered antibiotics. This could have all been avoided if they just did there jobs correctly. No care for people at all.
Visited January 2024
Review titled Bilston Urban Village Medical Centre
Replied on 25 April 2024
Dear Patient Thank you for your feed back in January. I am Anita Small - Practice Manager and I am sorry to hear you did not have a good experience in what should have been a happy time with a new baby. If you would like to discuss this please contact me on 01902 409905. Kind Regards Anita
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Review titled From the best to worst
Rated 1 star out of 5
by Anonymous - Posted on 21 May 2024
I have been with this practice for over 10 years, it used to be the best in the area but since joining Health and Beyond it is one of the worst. Today I called for an appointment (routine not emergency/same day) to be greeted with "you need to use the online service as its better for you", when I asked if I could just book it over the phone as I was already on the call I was greeted with a snort and a "I'm trying to make it easier for you". I did get an appointment booked but I do not appreciate the way i was spoken to. This is the second time I have had an issue since the move over to Health and Beyond. In January I injured my knee, I called for an appointment and after a 20 minute wait I was told I needed yo book online (which I did), I was told a Dr. would call me back (I never received a call), I called back again in the afternoon to chase it up, I was told GP had diagnosed tissue damage and referred me to Physio! A brilliant Dr. who diagnosed me without even seeing me or speaking to me!!! I asked for a call from the practice manager, I was told they would call by the next day, I am still waiting for that call!!
Visited January 2024
Review titled Bilston Urban Village Medical Centre
Replied on 21 May 2024
Dear patient Thank you for your feedback. I am sorry you have not been satisfied with the services provided. From 27.09.2023 we operate total triage and all requests submitted are contacted on a same day basis to discuss your concerns. If you are unable to complete this online please call and we will be able to complete it for you. The call volume in a morning is now reduced should you need to contact us. If you would like to discuss this further please contact me directly. Kind Regards Anita Small - Hub Manager
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Review titled Had to pay for the free vaccination!
Rated 1 star out of 5
by Anonymous - Posted on 28 August 2023
To call this surgery is a horrible experience. Long wait, receptionists are rude, make you feel like you disturbing their day! I called to get hepatitis A injection and they refused it! No advice why or where to get it! Just go private! Literally two words answer. Disgusting attitude, every single time I have to call to book an appointment. Every single time!!!
Visited August 2023
Review titled Bilston Urban Village Medical Centre
Replied on 09 May 2024
Dear patient. Thank you for your feedback. I am really sorry to hear that you were not satisfied with the service. We have now reviewed our process of vaccinations at the surgery. If you would like to contact me directly I would be more than happy to discuss this further. Kind Regards Anita Small Hub Manager.
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Review titled excellent weight management nurse
Rated 5 stars out of 5
by carol ann smith - Posted on 29 June 2023
When i first went i was depressed over weight living with complex health issues on looking at everything was advised to stop certain deinks and foods and started to lose weight once i got on a happier level i joined slimming world willenhall consultant is excellent so through my journey with the support from you i have lost 5 stone and do fitness daily my anxiety wouldnt let me go swimming but now i do to say the support has been amazing i feel happier lighter in weight and the advice given has been amazing i have gone from breathles to full of energy my sleep apnea has imoroved and its going to help me with surgeries i have to have in near future never think its not possible with the right support you can do it so dont feel alone go see this amazing nurse i have nothing but heartfelt thanks for her because i know i would still be sat in a chair drinking cans of cola and snacking and more so from the bottom of my Heart thank you for your time kindness and support i stand in a better place because of you xx
Visited June 2023
Review titled Bilston Urban Village Medical Centre
Replied on 09 May 2024
Dear Carol Thank you for the amazing feed back. Much appreciated. I'm glad our health coach could support you on your amazing journey. A very well done to you on your amazing weight loss. We currently hold a health and wellbeing walk from Bilston Urban Village on Monday morning from 11am - 12pm. You are more than welcome to come along. Kind Regards Anita Small - Hub Manager.
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Review titled Complaint dealt with
Rated 3 stars out of 5
by KEVIN ARTHUR HALL - Posted on 05 May 2023
Following on from my earlier post on behalf of my mother, I made a formal complaint against a member of staff and the Practice and in fairness to the Practice my complaint was addressed within 48 hours by the Practice Manager to a satisfactory level. My calls were also handled by a receptionist who was polite and the calls were answered within a reasonable time.
Visited May 2023
Review titled Bilston Urban Village Medical Centre
Replied on 09 May 2024
Dear Mr. Hall Thank you for your feedback. I'm glad that I was able to deal with your complaint and resolve this for your mother in a timely manner. Your feedback is much appreciated Kind Regards Anita Small - Hub Manager
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Review titled Worst practice ever
Rated 1 star out of 5
by Anonymous - Posted on 12 April 2023
Absolutely diabolical. Booked an appointment after trying for months for my husband, requested Ettingshall medical centre as its local, went and it closed. So they just have booked it for Bilston urban village telephoned them 2 minutes past his appointment time and surprise surprise.. They were closed yet had the cheek to ring me asking if he was going to his long awaited appointment at 6.40pm..when theyre closed at 6.30pm. Absolutely disgusting!!!
Visited April 2023
Review titled Bilston Urban Village Medical Centre
Replied on 09 May 2024
Dear patient Thank you for your feedback. As an anonymous review I am unable to investigate further. Ettingshall Medical Centre is open 8am - 6.30pm and you are able to request an appointment at either site. You can ask for a confirmation text message informing you of the time and place of your appointment. Should you wish to discuss this further please contact me directly. Kind Regards Anita Small - Hub Manager
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Review titled Disgraceful level of care
Rated 1 star out of 5
by KEVIN ARTHUR HALL - Posted on 28 April 2023
My mother, aged 96, underwent an earwax removal operation at New Cross on 7.12.22. A practice nurse was informed the same day that my mother was ready for a hearing aid assessment, but failed to make the referral until 27.4.23, an appointment was arranged for 8 days later, but could have been arranged for 4 1/2 months earlier.
Visited April 2023
Review titled Bilston Urban Village Medical Centre
Replied on 09 May 2024
Dear Mr Hall Thank you for your feedback. As discussed I have contacted directly and this has now been resolved. Our sincere apologies for the delay in your mother being seen sooner. Kind Regards Anita Small - Hub Manager
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Review titled Poor service
Rated 1 star out of 5
by Anonymous - Posted on 22 April 2023
The reception staff are very unprofessional. Each time I call they tell me something different. Due to working I needed a weekend appointment I was told call back 8am Saturday. I did and it turns out the surgery doesn't open Saturdays. Each time these receptionists ruin patients lives. Absolutely disgusting.
Visited April 2023
Review titled Bilston Urban Village Medical Centre
Replied on 09 May 2024
Dear patient. Thank you for your feedback. I apologies that you were not happy with the services provided. The information given on the telephone should be up to date and correct. We do actually open on a Saturday and you should have been given the number 01902 491888 (Saturday only). If you would like to discuss this further please contact me directly. Kind Regards Anita Small - Hub Manager
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Review titled Joke of a place
Rated 1 star out of 5
by Anonymous - Posted on 27 March 2023
Had an appointment this morning that I’ve waited 5 weeks for to have a follow up about tablets I need for vertigo that I suffer with daily, get the the doctors for 7.55 waited out side for 10mins until some one opened the door then waited in a que to just check in to see the doctor, which made me late for my appointment which may I add the rude doctor I seen told me I couldn’t be in the room for no more than 10mins as I was late which I stated I wasn’t and I’d been standing in reception for 20mins waiting, for the doctor to tell me I need to re book an appointment to get my tablets, this was the only reason why I waited so long for me to still not get the medication I need This place needs shutting down its past a joke you haven’t got a set doctor that you can go and see, they don’t no about your conditions every time you go you see some one totally new and they no nothing about what’s wrong with you so you have to keep explaining what’s wrong
Visited March 2023
Bilston Urban Village Medical Centre has not yet replied.
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Review titled Unfortunately the worst GP Practice.
Rated 1 star out of 5
by Anonymous - Posted on 20 February 2023
This practice is so badly managed that I feel it causes stress for patients. I had an appointment in October to discuss an issue I’m having. Firstly I went to see a nurse earlier in the summer who said there is nothing she can do which is completely different to nhs website guidance. After going back to check on this the doctor it wasn’t true what the nurse said. Booking a blood test is a joke I had one at the wrong time for the first one, the second one I thought was the right time but no I had to book again, then I’ve just chased an update for the third to be told it’s normal however I’m still having the same issue but no follow up or appointment to investigate via alternative methods. The level of care from this practice is awful and distressing. I’m going to have to sort the process at another practice after being told I had to wait a year and come back to this practice.
Visited February 2023
Review titled Bilston Urban Village Medical Centre
Replied on 09 May 2024
Dear Patient Thank you for your feed back. I am Anita Small - Practice Manager and I am sorry to hear you did not have a good experience. We aim to address any concerns you have and your duty of care is our priority. If you would like to discuss this please contact me on 01902 409905. Kind Regards Anita