Black Country Family Practice
Neptune Health Park, Sedgley Road West, Tipton, West Midlands, DY4 8PXContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Communication
Rated 2 stars out of 5
by Christine Waring - Posted on 18 July 2023
After phoning to confirm my partner would be having a phone review (was told he was) he didn't get it! When I phoned to find out why I was told it was down as a face to face on the system. It seems that there is a lack of communication at the surgery. But I have to say that the lady I spoke to on the general inquires was very helpful.
Visited July 2023
Review titled Black Country Family Practice
Replied on 28 July 2023
Dear Christine 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
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Review titled Excellent Customer Service
Rated 5 stars out of 5
by Lee Hathaway - Posted on 27 July 2023
Amazing receptionist. Quickly identified alternative provision when there were no doctors available. Referred me to a pharmacist who was extremely knowledgeable and prescribed the required medication. This system seemed much better than in the past when we were asked to call back the next day. 5 star service.
Visited July 2023
Review titled Black Country Family Practice
Replied on 28 July 2023
Dear Lee Thank you for taking the time to leave the Practice a positive review. This is very much appreciated and will be shared with the team. Kind regards Patient Experience Team
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Review titled Smear test
Rated 5 stars out of 5
by J williams - Posted on 18 July 2023
You can tell as soon as you walk in the room that the staff are very polite and friendly and I was made to feel at ease strait away
Visited July 2023
Review titled Black Country Family Practice
Replied on 28 July 2023
Dear J Williams 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
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Review titled Everyone really helpful.
Rated 4 stars out of 5
by Anonymous - Posted on 07 July 2023
Doctor new what he was on about,and made sure all my med’s were up to date.tuck my blood pressure and booked me in for a blood test
Visited July 2023
Review titled Black Country Family Practice
Replied on 28 July 2023
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
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Review titled Routine tests
Rated 5 stars out of 5
by Susan Brown - Posted on 11 July 2023
I am pleased with the practice medication is monitored, routine blood test was carried out and smear test was done in seconds. Everyone has been pleasant and easy to talk to.
Visited July 2023
Review titled Black Country Family Practice
Replied on 28 July 2023
Dear Susan 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
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Review titled Very bad service
Rated 2 stars out of 5
by Anonymous - Posted on 24 July 2023
I’ve been trying to get an appointment for serveral weeks being in long ques ringing from 8am In the morning and been on call for about 2hours to no everyday there no appointment available. I was therefore told to get in contact with 111 which I did and was told a referral was sent over and I should ring back to be urgent priority to get seen to within maximum of three days. However soon as ringing back after waiting another two hours plus. I was told that referral isn’t of any benefit and I will have to do as everyone else and call again in the morning. Continuously going back and fourth to 111 and the gp nothing has been sorted. 111 has told me it’s The surgery priority to have put me first with my situation. It’s their duty of call. I have had no luck which I will have to result into going back to 111 and finding another alternative. My experience was very bad no support or help from The receptionist who advised me to use 111 and I did and going back to her she couldn’t suggest nothing netherless she wouldn’t pass it on to someone higher than her. Very disappointed in the service
Visited July 2023
Review titled Black Country Family Practice
Replied on 28 July 2023
Dear Patient 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. Kind regards Patient Experience Team
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Review titled Frustrating phone lines
Rated 3 stars out of 5
by Stephen Lacey - Posted on 07 July 2023
I have to say up front that the doctors, nurses and customer facing staff are excellent, caring and compassionate. However, like many others commenting on here, they are let down by an awful phone system, which causes much frustration and anxiety when trying to book appointments or just ask a general query. A recent example is when I called the other day just to query a referral which was made 8 months ago. On calling I was advised that I was number 7 in the queue which I thought was reasonable. 55 minutes later I had finally reached number 1 where I remained for another 20 minutes!! At this point I had to hang up as I had an appointment to attend. Surely this can’t be acceptable. What has happened to the call back option which I have used previously, and seemed to work ok? I fully appreciate how busy you all are with how many people are contacting you, but there must be a better way of managing the phone lines. Are there enough staff available to man them? Do the different options offered when calling go to separate lines or are all calls queued on the same line? More than happy to discuss this further if necessary, but look forward to receiving whatever feedback you have. As stated earlier I have no issues with the great service you have kindly provided me with for over 20 years, and thank you all for your kind attentions. Regards, Stephen
Visited July 2023
Review titled Black Country Family Practice
Replied on 28 July 2023
Dear Stephen 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. Kind regards Patient Experience Team
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Review titled Exceptional service today
Rated 3 stars out of 5
by Belinda - Posted on 31 July 2023
The GP I saw face to face today (31/7) called me in immediately upon my arrival (even though I was early). Friendly, welcoming, knowledgeable, no nonense quick consultation, explained plan, exudes confidence. Very happy patient.
Visited July 2023
Review titled Black Country Family Practice
Replied on 04 September 2023
Dear Belinda Thank you for taking the time to leave the Practice a positive review. This is very much appreciated and will be shared with the team. Kind regards Patient Experience Team
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Review titled Shocking Bad (Avoid)
Rated 1 star out of 5
by Anonymous - Posted on 25 June 2023
Pratice is shocking bad, when trying to get a appointment or repeat meds etc, however once you get to see a actual doctor, they are great the doctors are very good and helpful and listen to concerns of patients, just had a med review, which went very well, I can’t recommend the doctor I spoke to enough, she was great if only the rest of the Pratice followed by her example.
Visited June 2023
Review titled Black Country Family Practice
Replied on 27 June 2023
Thank you for your feedback. Unfortunately there is a high demand for appointments within the NHS nationally and locally. We are sorry that you have struggled to get an appointment, we are trying to see as many patients as we can in a safe manner. There are two ways that you can order your repeat medication: 1) Via the NHS App (if you do not have the app, please download it onto your mobile phone, it will take seconds to order your repeat medication). If you need assistance with setting this up, please pop down to the surgery and see our reception team and they are happy to help you. 2) if you do not have access to the interview, you can order your repeat medication via voice connect. All you have to do is call the practice number 01218173510 and press 2 (you will need to make sure you have your security number - if you do not have this, please pop into reception and ask reception for your voice connect code) Once again, thank you for your feedback.
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Review titled Unable to make an appointment
Rated 1 star out of 5
by Alex Smith - Posted on 07 June 2023
I need to make a non urgent appointment to see a GP, was told I need to ring at 8am. This is impossible for me as I start work at 7am and can't disappear for 45 mins while I wait for the phone to be answered. They have an online system but never put any appointments on it making it useless. They used to have a system where you could message a doctor and they would respond but all messaging systems on their site and the NHS site has been disabled. The only way I can see a doctor is going to a walk in centre but they have told me as its a non urgent problem they won't see me. Don't join this practice unless you can wait on the phone at 8am for a chance at getting an appointment.
Visited June 2023
Review titled Black Country Family Practice
Replied on 27 June 2023
I am sorry to hear your feedback regarding the struggle to get an appointment. Sadly, there is a national and local demand for appointments and we are trying our best to see as many patients as we can in a safe manner. We have now gone live with a messaging service, where you can message the practice between 7pm to 7am. Hopefully you will find this useful moving forward. Once again, thank you for your feedback. Kind regards Debra Practice Manager