Harborne Medical Practice - Ratings and reviews
Reviews
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Review titled Receptionist doesn’t answer the phone.
Rated 2 stars out of 5
by Anonymous - Posted on 20 October 2023
After being initially number 8 in the queue, when I got to 2 in the queue I wasn’t given a number just the repeated drawn out recorded message, and I’m thinking someone will answer shortly, after waiting for a further 20 minutes L hung up. Not the first time I have had something like this happen, can I say if and whenever I have got through and had an appointment the GP had been Great.
Visited October 2023
Review titled Harborne Medical Practice
Replied on 02 January 2024
Dear Patient Thank you for taking the time to leave feedback on your experience with our practice. It is never our intention to cause upset to our patients and I am sorry we did not meet your expectations on this occasion. I am also sorry if it seems our staff member deliberately hung up and wish to assure you this would not be the case. We are aware our phone system is in need of an upgrade and have been in negotiations with the Integrated Care Board and our current phone provider since late Summer and can confirm we will be changing our phone system in the very near future. We will also be changing our phone message on 8.1.24 to better reflect the care options available to our patients. I am pleased to know that your experiences with our GP's are positive, thank you for this feedback. I will share your comments with our staff team. Best wishes Lilian Sayers Business Manager
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Review titled Fantastic
Rated 5 stars out of 5
by Anonymous - Posted on 20 October 2023
Great GP - saw my daughter without delay and she was very kind and understanding. I felt listened to and the GP understood my concerns. The GP was accommodating and gave me a convenient appointment time.
Visited October 2023
Review titled Harborne Medical Practice
Replied on 27 October 2023
Dear Patient Thank you for taking the time to provide feedback regarding the care you experienced at our practice. It is great to know you got an appointment at a time to suit you and felt listened to by our understanding staff. I will share your positive comments with our staff team and thank you once again for these. Best wishes Lilian Sayers Business Manager
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Review titled Horrid Appointment Scheduling
Rated 1 star out of 5
by Anonymous - Posted on 15 August 2023
The practice's process for requesting an appointment is absurdly restrictive. You have 2 times each day to phone in, 8am and 2pm--that's it. Why is there no other way to book? Why can't I call any time during open hours, or even book online (the app they formerly offered is no longer in use by the practice). I called 67 times from 8-8:12am to finally get in the queue, only to then be told appointments for the morning were full and to call back later. Are you joking?! Why can I only make an appointment for that same day and not the next day? I was in tears. It seems my options are no care or to go to A&E, which is unnecessary. When I have received care in the past it was good, but this appalling appointment system has me at my wit's end and often forces me to not even bother getting care. Shame on you, Harborne Medical. I'll be looking for a new practice that's actually accessible to its patients.
Visited August 2023
Review titled Harborne Medical Practice
Replied on 17 August 2023
Dear Patient Thank you for taking the time to provide feedback regarding the care you experienced at our practice. I am sorry on this occasion this did not meet your expectations as it is never our intention to cause upset to our patients, their families or carers. We recognise it may take some time for patients to get through on our phones and we will be introducing a system in the near future which will provide a patient call back service. Patients can book available appointments on-line and the best way to register for access is via our website: https://harbornemedical.co.uk/ Please let us know if you are having any difficulty in doing this and one of our staff will be happy to assist you. Patients can also look on our website AM and PM where we update when our GP appointments are used, although there may be other appointments available with allied health professionals. We are always happy to meet with patients to discuss their feedback and would be willing to do so here. Please contact the practice if you would like to arrange this and we can discuss the other issues you raise. I will share your comments with our staff team and thank you once again for these. Best wishes Lilian Sayers Business Manager
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Review titled Caring and conscientious
Rated 4 stars out of 5
by Lisa - Posted on 04 August 2023
After a routine appointment, I received a follow up call to return for further examination which resulted in an appropriate referral.
Visited August 2023
Review titled Harborne Medical Practice
Replied on 17 August 2023
Dear Lisa Thank you for taking the time to provide feedback regarding the care you experienced at our practice. It is great to see that you received care which you felt was appropriate. I will share your positive comments with our staff team and thank you once again for these. Best wishes Lilian Sayers Business Manager
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Review titled Really good
Rated 4 stars out of 5
by Netta - Posted on 11 August 2023
Rang in and spoke to a lovely receptionist and was seen in person within an hour. Really friendly and patient service and very helpful advice. Thank you.
Visited August 2023
Review titled Harborne Medical Practice
Replied on 17 August 2023
Dear Netta Thank you for taking the time to provide feedback regarding the care you experienced at our practice. It is great to know you were seen in that time-frame and you feel our staff are friendly and helpful. I will share your positive comments with our staff team and thank you once again for these. Best wishes Lilian Sayers Business Manager
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Review titled Needs overhauling
Rated 2 stars out of 5
by Ann-Marie Emerson - Posted on 11 August 2023
Appointment line is always busy & inaccessible. Why a phone app; covid isn't such a threat. not enough understanding gps. Prescriptions aren't always done & no reason why. Chronic illnesses are not properly supported. Mental health concerns are not monitored &/or unnoticed. Urgent scan was actually about 1 month after the identified need; good job it wasn't a bad kidney infection/stone. Having said that 2 gps are amazing when you can "actually" get to speak to them. A select few secretaries are equally amazing Much to be improved
Visited August 2023
Review titled Harborne Medical Practice
Replied on 17 August 2023
Dear Ann-Marie Thank you for taking the time to provide feedback regarding the care you experienced at our practice. I am sorry on this occasion this did not meet your expectations as it is never our intention to cause upset to our patients, their families or carers. You have raised several issues relating to patient care and it is difficult to comment on these on a platform which is in the public domain. What I can say is that we recognise it may take some time for patients to get through on our phones and we will be introducing a system in the near future which will provide a patient call back service. We also advise patients to look for online appointments or on our website where we update AM and PM when our GP appointments are used, although there may be other appointments available with allied health professionals. You do however describe some of our staff as 'amazing' and this is great to know. We are always happy to meet with patients to discuss their feedback and would be willing to do so here. Please contact the practice if you would like to arrange this and we can discuss the other issues you raise. I will share your comments with our staff team and thank you once again for these. Best wishes Lilian Sayers Business Manager
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Review titled Awful telephone system
Rated 3 stars out of 5
by Anonymous - Posted on 12 July 2023
Got cut off and had to rejoin queue twice, by which time all appointments were taken. I needed to see GP but could only do so after pharmacists approval. No continuity of GP is not good practice.
Visited July 2023
Review titled Harborne Medical Practice
Replied on 24 July 2023
Dear Patient Thank you for taking the time to provide feedback regarding the care you experienced at our practice. I am sorry on this occasion this did not meet your expectations as it is never our intention to cause upset to our patients, their families or carers. I am sorry too your call was disconnected and you were unable to get an appointment on this occasion. You may also wish to use the practice App to book appointments rather than the phone and can look on our website as we update this to advise of GP appointment availability. In terms of the pharmacist approval, I am unable to comment here as do not have the specifics but wish to assure you that pharmacists are qualified clinicians who work alongside our GP's to offer patient care and there would be a clinical reason for this decision. We are always happy to meet with patients to discuss their feedback and would be willing to do so here. Please contact the practice if you would like to arrange this. I will share your comments with our staff team and thank you once again for these. Best wishes Lilian Sayers Business Manager
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Review titled Negative experience
Rated 2 stars out of 5
by Anonymous - Posted on 21 July 2023
Unfortunately I have decided to move to another NHS practice. It is a shame because the staff members were very nice. However, two weeks ago, after a simple blood test I got a big hematoma and a dull heavy painful ache that affected my sleep. I went to see a nurse who told me that my nerve must have been hit and it should settle down. A week later I showed my arm to a pharmacologist who said it did not look good. I was supposed to have an appointment with a GP regarding my blood test results. Unfortunately I missed my appointment as my phone just rang for a few seconds and then went off. I did not have enough time to answer the phone call. The next available appointment was in 2 weeks time. To conclude, I am on a life-long hormone therapy, and I still do not know how much medicine I need to take based on my blood test results, and my arm is still in pain after a routine blood check.
Visited July 2023
Review titled Harborne Medical Practice
Replied on 24 July 2023
Dear Patient Thank you for taking the time to provide feedback regarding the care you experienced at our practice. I am sorry on this occasion this did not meet your expectations as it is never our intention to cause upset to our patients, their families or carers. It is great to see the positive comments regarding our staff, however, we do take on board your views regarding potential improvements to your care. It is difficult to comment further on the specific issues you have raised here in absence of any opportunity to review. In terms of GP's calling patients back where calls have been missed, our GP's endeavor to call patients a second time and I again cannot comment on the specifics here. We are always happy to meet with patients to discuss their feedback and would be willing to do so here. Please contact the practice if you would like to arrange this. I will share your comments with our staff team and thank you once again for these. Best wishes Lilian Sayers Business Manager
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Review titled Great doctors
Rated 5 stars out of 5
by Christine knight - Posted on 21 June 2023
I have spoken to my gp who has been very helpful, has prescribed some meds for arthritis and given me an appointment for physiotherapy this Saturday, I am very pleased to have an appointment so quickly, thank you.
Visited June 2023
Review titled Harborne Medical Practice
Replied on 17 August 2023
Dear Christine Thank you for taking the time to provide feedback regarding the care you experienced at our practice. It is great to see that you feel our staff are helpful and you are pleased you received your appointment quickly. I will share your positive comments with our staff team and thank you once again for these. Best wishes Lilian Sayers Business Manager
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Review titled Good experience
Rated 5 stars out of 5
by Gillian Boden - Posted on 21 June 2023
Was able to talk about my problems and doctor listened and advised. He asked me for a photograph which I was able to remedy quite easily.
Visited June 2023
Review titled Harborne Medical Practice
Replied on 24 July 2023
Dear Gillian Thank you for taking the time to provide feedback regarding the care you experienced at our practice. It is great to see that you felt listened to by our staff and were able to talk through your concerns. I will share your positive comments with our staff team and thank you once again for these. Best wishes Lilian Sayers Business Manager