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 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
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Review titled Waiting time
Rated 2 stars out of 5
by Anonymous - Posted on 06 June 2023
Mom 85 swelling around eyesGot a last minute appoinment hurrah! At doctors 9-45am , appointment 10.40am. After waiting ages 3 visits back to receptionist, eventually seen 11-15am .Doctor said she didn't know we were waiting!!
Visited June 2023
Review titled Black Country Family Practice
Replied on 27 June 2023
I am saddened to receive your feedback regarding your experience at the practice. If you would like me to investigate this further, please contact the practice and we will look into this for you. Kind regards Debra Practice Manager
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Review titled Shocking Pratice
Rated 1 star out of 5
by Anonymous - Posted on 01 June 2023
Not seen a GP for 6 months even thought I’m high risk. The 8am flight for appts are ridiculous, reception staff should not be giving medical advice or making clinical decisions about care. Just get told to contact 111 for everything. Needs to be sorted, new management required, reception need to be re trained and given some customer service training about how to speak to patients.
Visited June 2023
Review titled Black Country Family Practice
Replied on 27 June 2023
Thank you for your feedback regarding our service. Reception do ask patients the reason for the appointment. This enables them to direct you to the specialty team member who can deal with your particular issue, it is not to make clinical decisions. Once all of our rountine appointments are booked, the reception team need to check the reason for the appointment so they can direct you to alternative services who are local, like urgent care centres, our extended hours service and 111. We are listening to calls for training purposes for reception. I am happy to investigate further, if you feel a receptionist has been rude or unhelpful. Please provide more details to one of our team leaders and we are happy to investigate the matter further. Kind regards Debra Practice Manager
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Review titled Very poor practice
Rated 1 star out of 5
by Susan Harris - Posted on 04 July 2023
It took me 16 months to get an audiology referral. Went to receptionist a number of times to ask about it. A couple of times I was told it had been done when obviously the computer told them it hadn’t.
Visited June 2023
Review titled Black Country Family Practice
Replied on 28 July 2023
Dear Susan 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 Online services
Rated 3 stars out of 5
by Chris - Posted on 22 June 2023
Asked by nurse to book blood tests. Sandwell phlebotomy sent me a message to my system online account. System online refuse to take messages because Black country family practise has blocked messages to my account.???? Wasting time. Will things ever get back to something like normal.
Visited June 2023
Review titled Black Country Family Practice
Replied on 27 June 2023
Thank you for your feedback regarding online services. If you can please contact our reception team, they will be able to check your online account at Black Country Family Practice. Kind regards Debra Practice Manager
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Review titled Really helpful
Rated 3 stars out of 5
by Anonymous - Posted on 29 June 2023
In the last two days I have had to contact the surgery for two different reasons and on both occasions the staff went out their way to solve my queries
Visited June 2023
Review titled Black Country Family Practice
Replied on 03 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 Excellent patient experience
Rated 5 stars out of 5
by Hayley Brookes - Posted on 08 June 2023
The nurse made me feel at ease and fully reassured. The care and compassion she delivered was outstanding whilst protecting my dignity throughout. Thank you.
Visited June 2023
Review titled Black Country Family Practice
Replied on 27 June 2023
Thank you for your positive feedback, it is appreciated. I will inform the nursing team. Kind regards and thank you Debra Practice Manager