Druids Heath Surgery - Ratings and reviews
Reviews
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Review titled Horrific service
Rated 1 star out of 5
by Anonymous - Posted on 20 February 2023
Every time I visit the surgery the receptionist always have an attitude yet I’ve always ignored this and still remained polite. I booked an appointment for my brother and my sister went in with him. It was confirmed on the phone that the appointment was at 5:30 however, when we arrived we was told it was at 3:30? Which is incorrect when I called the receptionist was barely giving me her full attention and was talking with other people whilst taking to me. Which is unacceptable, to add, when my sister arrived the two receptionist between them stated “clearly someone doesn’t know their 24 hour clock time” excuse me?. I’m utterly shocked this was mentioned in front of my sister!!! It’s appalling. The whole receptionist needs to be replaced as these lady’s have been working here for decades with the same attitude.
Visited February 2023
Review titled Druids Heath Surgery
Replied on 07 March 2024
Dear patient, Thank you for bringing this matter to our attention. We sincerely apologise for the inconvenience and distress caused by your recent experience at our surgery. We take your feedback seriously and are committed to addressing the issues you've raised. Firstly, we apologise for any confusion regarding the appointment time for your brother. It is indeed unacceptable for there to be discrepancies in appointment times, and we understand the frustration it may cause. To enable me to investigate this matter further I need to know the name of your brother, the date, and time of his appointment, you can send this information directly to our surgery confidential email: acemedical.registration@nhs.net Regarding your experiences with our reception team and the inappropriate comment made by the receptionists about the 24-hour clock, to enable me to investigate this further, I would like to know the date and time of your visit to our practice if you can kindly e-mail this information to our surgery confidential email: acemedical.registration@nhs.net We consistently emphasize to our staff the significance of maintaining a polite and respectful attitude at all times, particularly during interactions with patients and their families. We understand your frustration and disappointment with the service you received, and we genuinely appreciate your patience and understanding throughout this process. Your feedback is invaluable to us as we strive to improve our services and provide the best possible care to our patients. Please be assured that we are taking immediate action to address the issues raised in your complaint. If you would like to discuss this matter, further or provide any additional feedback, please do not hesitate to contact us directly. Your satisfaction and well-being are our top priorities, and we are committed to regaining your trust and confidence in our practice. Sincerely, Kind Regards, Eliya Michael BA (Hons) Practice Business Manager ACE Medical Partnership Druids Heath Surgery, 27 Pound Road, B14 5SB Tel: 0121 430 5461
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Review titled Opening times wrong on your voicemail
Rated 1 star out of 5
by Anonymous - Posted on 18 February 2023
extended access service message on your voicemail says it’s open 9 til 6pm Saturday but it says it’s closed when it puts you through so the message is clearly wrong. You need to re do your out of hours voicemail on your phones .. again basic stuff this surgery reception is getting wrong.
Visited February 2023
Review titled Druids Heath Surgery
Replied on 07 March 2024
Dear Patient Thank you for bringing this matter to our attention. We sincerely apologise for any confusion caused by the discrepancy in our extended access service voicemail message. We understand the importance of accurate information, I checked our out-of-hours voicemail and I can assure you it's accurate and directs our patient to the correct out of our services. Your feedback is invaluable to us as we strive to improve our services and enhance the patient experience. If you encounter any further issues or have any additional feedback, please do not hesitate to contact us directly. We are committed to providing the best possible care and service to our patients. Thank you for bringing this to our attention, and we apologise for any inconvenience caused. Kind Regards, Eliya Michael Practice Business Manager ACE Medical Partnership Druids Heath Surgery, 27 Pound Road, B14 5SB Tel: 0121 430 5461
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Review titled Poor service
Rated 1 star out of 5
by Anonymous - Posted on 20 November 2022
Called the doctors as I have hurt my back.. was advised by receptionist to call back next morning at 8am to book an appointment. And that a physiotherapist would call me at 1030 today.. he called just after 11am which is ok and said he would email some exercises to do .. i received nothing and I’d told him my email address twice to confirm it was correct.. Next morning when I called in and booked the doctors appointment I mentioned I hadn’t received the email containing the exercise information.. so I checked they had the correct email address and the receptionist said she’d pass on the message to get the email sent across .. I still received nothing .. had my doctors appointment later that day and i mentioned to the doctor that I still hadn’t received the email .. she didn’t say anything and I said I hope I receive it today.. so in future I’m not going to waste my time talking to the physiotherapist they use. 5 days on still nothing !
Visited November 2022
Review titled Druids Heath Surgery
Replied on 21 November 2022
Dear Patient, I am sorry to note from your comments that you were disappointed with service provision at Druids Heath Surgery. Please accept my sincere apologies; we aim to provide the best care we can to all of our patients, so I welcome any feedback where you think our care appears to be falling below standard. To enable us to investigate this further and resolve any issues, we would like to get further details, I would appreciate if you could kindly contact me on 0121 430 5461 Kind Regards Germine Halaka