Hill Top Medical Centre
15 Hill Top Road, Warley, Oldbury, West Midlands, B68 9DUContact details and opening times
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Reviews
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Review titled failure of service
Rated 1 star out of 5
by Richard Dodds - Posted on 15 May 2023
i received a call from the surgery wanting me to have a telephone call, with the doctor on the 19th may to discuss my health issues, i explained i would be in gibraltar then, they agreed to change it to today the 15th of may,no call received and when my wife enquired on the phone,they said they had no record of it and no appointments were available,phone in the morning. we have two children with very varied special needs, and my job takes me all over the uk and abroad. so we just can't make at least 500 calls on a morning, to be told,there are no appointments available, try again tomorrow. they called me to make the appointment,not the other way around.
Visited May 2023
Review titled Hill Top Medical Centre
Replied on 05 April 2024
Dear Mr Dodds, Thank you for taking the time to leave a comment about our surgery. This feedback helps us to improve our service in the future. I am very sorry for the mistakes made with your appointment. I can see that there was no appointment booked for the 15th May, however, because of this I cannot trace who you spoke with. I am sorry that I cannot investigate this further. I genuinely believe this was an honest mistake, and I am very sorry that this happened and the upset and frustration this must have caused you. I agree that an appointment requested by us should not necessitate you to call back to rebook, particularly that it was a mistake on our part. We recognised that our phone system was no longer meeting the needs of our patients through listening to the feedback of our patients. We therefore arranged to change this to a system which calls patients back when it is their turn in the queue. I do hope this will alleviate the necessity to call multiple times to speak with our reception team. We also have pre-bookable appointments you can self book using our online app. Please contact the surgery for further details if you feel this would be of benefit for you. Once again, thank you for your feedback. I will ensure that your comments are discussed in our next practice meeting so that we can reflect on what we could have done better to improve our patient experience. Kindest regards Linda Jones Practice manager