Hill Top Medical Centre
15 Hill Top Road, Warley, Oldbury, West Midlands, B68 9DUContact details and opening times
Patient ratings and reviews
Leave a review
Help others by sharing your thoughts and experiences about Hill Top Medical Centre.
Reviews
-
Review titled Excellent customer service
Rated 5 stars out of 5
by Duncan Crawford - Posted on 30 January 2024
I had to contact the surgery last week regarding one of my residents and after a few minutes wait I spoke to a very helpful receptionist who was very polite and informative. During the next few days 2 of her colleagues phoned me back with updates and then I spoke to a GP who was very friendly and helpful. Excellent customer service!
Visited January 2024
Review titled Hill Top Medical Centre
Replied on 04 April 2024
Dear Duncan, Thank you for your positive feedback, We work extremely hard to give the best patient service that we can. I will pass on your kind words at our daily meeting and monthly practice meeting
-
Review titled Great appointment
Rated 5 stars out of 5
by Anonymous - Posted on 03 January 2024
Would like to start with the receptionist who was a pleasure to deal with and managed to get me a face to face when I explained my problem. It did take nearly an hour to get through and nearly 50 calls but this is better than most GP surgeries and I did get an appointment for the same day. My appointment was an hour late but the doctor did explain that he'd had to rush out to 2 emergencies, these do happen and if I'd had to go to A&E I'd have been there hours so I didn't mind the wait. The doctor I saw was very professional and understanding and immediately put me at ease. All my concerns were listened to including ones that I hadn't gone there for. My appointment lasted a good 20 minutes I didn't feel rushed and left with all the information I needed and not a prescription for something that I probably didn't need. Within 10 minutes of leaving the surgery I'd received the messages I needed to book the necessary appointments I needed to book. Have read some of the reviews for the surgery and can understand people being frustrated but think the surgery is trying to turn things around and this won't happen overnight it will take time and patience something we all seem to be lacking these days.
Visited January 2024
Review titled Hill Top Medical Centre
Replied on 04 April 2024
Dear Patient, Thank you for your kind and thoughtful review. Thank you also for your understanding when your appointment was unfortunately delayed - this is something that we have absolutely no control over, however we do try and move appointments around to try and alleviate delays wherever possible. As a practice we are working extremely hard to make our patient experience as good as it can possibly be, and I appreciate your support of our efforts. Our staff will be very glad to hear your comments at our next practice meeting. Kindest regards Linda Jones Practice Manager
-
Review titled Lack of empathy, poor listening skills.
Rated 1 star out of 5
by Anonymous - Posted on 29 January 2024
When and if you can get through to some of the receptionists and actually talk to a doctor … hard to get to see one, I k ow my asthma more than anyone, yet the doctor at the other end of the phone ( who clearly changed the subject twice) didn’t want to listen, seemed rushed, I was still talking when he wanted to end the call, and still can’t get my medication on repeat when been told it is on repeat. Can phone up to 386 redials before 8.35 and no appointments or call backs left, no prebooks for over 3 weeks… come on CQC open your eyes, a poor patient one day ain’t going to get the care/ treatment they need, what happened to “Duty of care” .. I’ve had 3 operations and no check up or even a call to see how I am, now I’m left chasing up aftercare. .. 1 of the ops a Gp recently advised me to have a think about having… just shows they don’t read notes!
Visited January 2024
Review titled Hill Top Medical Centre
Replied on 05 April 2024
Dear Patient, I would like to thank you for your feedback. I can see from your comments that you have several different encounters that you have been unhappy with. I would very much like to investigate this further with you however you have posted your feedback anonymously. I wonder would you be willing to contact me so that I can try to resolve these issues with you? Kindest regards Linda Jones Practice Manager
-
Review titled Great Doctor
Rated 5 stars out of 5
by Katherine Lawrence - Posted on 28 December 2023
The doctor that we saw on our sons appointment was brilliant. He was patient, friendly and made sure we fully understood everything before we left. He was brilliant with our son he’s autistic and made our son feel comfortable. He spoke to him gently and interacted with him. Honestly so nice to see. Very professional and kind.
Visited December 2023
Review titled Hill Top Medical Centre
Replied on 04 April 2024
Dear Ms Lawrence, What lovely feedback - on behalf of our surgery, thank you. I am so glad that you and your son were happy at your sons appointment and that our GP made you son feel comfortable. I will make sure that the GP you saw sees your comments, and I will discuss your feedback at our next monthly practice meeting. Kindest regards Linda Jones Practice Manager
-
Review titled Dreadful process to make appointment
Rated 1 star out of 5
by Anonymous - Posted on 15 December 2023
I called 300 times to get through for telephone appt . My phone did not ring but voicemail left and text to say I missed call. This time 200 attempts to get through. Finally had call back to say I needed to attend surgery with my issue (could have been told initially) waited till 4pm no return call. Called 150 times and was number 4 in queue for 20 mins so put phone down and returned to surgery to be told they’d had emergency ( common excuse they give) and that go would review soon. He then called and issued antibiotics which weren’t ready. So 3 visits to surgery 650 calls and 3 hours 10 minutes of my day wasted. Gp was very polite and concerned ( did have to go back 2 days later as antibiotics made me ill to be told these ones often do that? And changed I’ll leave it to you to decide whether this is in any way better than it used to be or in fact worse. Time to move gp I think My friends and family have moved and are getting appointments, referrals etc and one found out that his neck pain he kept getting fibbed if with painkillers for was in fact a serious neck issue needing immediate attention. The last time I had face to face with serious pain I was asked what I thought had caused it, I said I didn’t know and response was neither do I and that was end if conversation As I said I’ll leave the only possible conclusion to you?
Visited December 2023
Review titled Hill Top Medical Centre
Replied on 04 April 2024
Dear Patient, I am very happy that you felt supported by the practice and the advice you were given will help you. I will pass on your comments at our next practice meeting. Kindest regards Linda Jones Practice Manger
-
Review titled Good practice
Rated 3 stars out of 5
by Douglas Screen - Posted on 20 December 2023
I went to the doctors yesterday and was very disappointed with the outcome the doctor didn't do anything to help me. I would have liked to see a professional doctor but I was told I couldn't see one. We have been with the practice for over 30 years and now it seems that it has deteriorated. I had run out of tablets 2 days ago and still I have not had them.
Visited December 2023
Review titled Hill Top Medical Centre
Replied on 06 April 2024
Dear Mr Screen, Thank you for your feedback detailing your dissatisfaction with your appointment, and that you had not received your medication on time. I am very sorry that you felt that the clinician you saw did not do anything for you, and understand you must have felt very upset about this. We always aim to treat all of our patients to the highest of standards and I am sorry that you felt that this did not happen on this occasion. I appreciate that your appointment was made with a Physician Associate rather than one of our GP's. I can only surmise that all GP appointments were already taken for that day and our reception team wanted to make sure you were seen as soon as possible. I note that you saw a GP around 2 weeks later with this and a further problem you were experiencing. I do hope that this consultation met with your expectations and that you are now fully recovered. With regards to your medication, I am afraid that I would need more information to be able to investigate this fully for you. For example when this was ordered and what the medication was. If you can contact me on 0121 506 6850 with those details I will be happy to do a full investigation and feedback to you as to why this happened. Once again, I would like to thank you for your feedback - this helps us to improve our services and provides a catalyst for reflection and change. I will make sure that your comments are discussed at our next practice meeting. Kindest regards Linda Jones Practice manager
-
Review titled I can see improvements - keep it up!
Rated 4 stars out of 5
by Mr Alastair Richards - Posted on 28 December 2023
I can see the below comments... and yes, it is true, and sympathise, you do have to ring about 200+ times on any usual morning to get through, but I guess that is just down to simple numbers/demographics... too many patients, not enough doctors/staff. There has been a lot if change recently and I am starting to see it. The reception staff are more polite and helpful. The doctors (especially a doctor I saw on the 20th November 2023) extremely helpful, I always re-ask for this doctor (can't mention name/gender or comment will be rejected). But my overall comment, is that I can see improvements and I do genuinely believe the new doctors/staff there are trying there hardest to fix things. The only main issue, which appears to be in 80% of other people's comments is the fact you have to ring hundreds of times to get through in the mornings. Why don't people leave a comment or make a suggestion as to how to try and fix this issue? What would you do to try and fix this issue if you were Hill Top Medical Centre? They have set up a suggestion box and patient group, asking for people's help on this issue. Anyway, too much 'whaffle' from me. My own personal opinion... I can see improvements. Keep up the good work.
Visited December 2023
Review titled Hill Top Medical Centre
Replied on 04 April 2024
Dear Mr Richards, Thank you for your thoughtful, positive and supportive feedback. We have listened to patients feedback, and as a result we have aquired a replacement telephone system which puts patients in a virtual queue - meaning you can call the surgery, join the queue and then put the phone down. The new system will then call you back when it is your turn in the queue. We are confident that this will make contacting the surgery much easier for our patients. I very much appreciate your comments regarding one of our GP's and also seeing improvements at the surgery. We have made many changes to the running of the practice, and every one of these has been to improve care of our patients. Within your final comments - yes, we are always looking for more patients to join our PPG to help us make our surgery the best it can be. Thank you for suggesting this for anyone reading your feedback I will make sure that all staff are aware of your positive and constructive feedback, Kindest regards Linda Jones Practice Manager
-
Review titled Practice turnaround for the better
Rated 5 stars out of 5
by Heidi Pearse - Posted on 13 January 2024
I have to say hats off to the surgery for a complete turn around on the apt part . I’ve personally been with the surgery for many many years and I have to say I have always had a great service from them even when they weren’t at their best so I can only give my opinion but I have always found the staff friendly and helpful and have always been offered an apt be it nowadays via a telephone apt which is fine with me . I understand times have changed how surgeries work but I have to say I have always had a good experience and outcomes from this surgery . Keep up the good work
Visited December 2023
Review titled Hill Top Medical Centre
Replied on 04 April 2024
Dear Ms Pearse, Thank you for your feedback. I am so glad that you have remained happy throughout the transition of appointments to either telephone or face to face following Covid. Thank you for your comments regarding our friendly and helpful staff, who work extremely hard to give the best patient experience they can. I will of course discuss this at our daily meeting and also our monthly practice meeting. Our staff will be very happy to hear your words of praise Kindest regards Linda Jones Practice Manager.
-
Review titled Understanding and Good Advice
Rated 4 stars out of 5
by Anonymous - Posted on 14 December 2023
I feel like the advice/support that’s offered to me will help me get into the right direction moving forwards
Visited December 2023
Review titled Hill Top Medical Centre
Replied on 04 April 2024
Dear Patient, I am very happy that you felt supported by the practice and the advice you were given will help you. I will pass on your comments at our next practice meeting. Kindest regards Linda Jones Practice Manger
-
Review titled Great improvements
Rated 5 stars out of 5
by Angela Merryweather - Posted on 14 January 2024
The surgery has greatly improved over the past few months. The initial contact via the receptionists is much better. They respond with empathy and do their best to get you a call back if not a face to face appointment. Well done on the improvements
Visited December 2023
Review titled Hill Top Medical Centre
Replied on 04 April 2024
Dear Angela, Thank you so very much for your feedback. We have been working extremely hard to improve our patient experience and our reception team will be so happy to hear your word of praise. I will make sure that your comments are discussed at our next monthly practice meeting, and also at our daily meeting. Kindest regards Linda Jones Practice Manager