Lordswood House Group Medical Practice
54 Lordswood Road, Harborne, Birmingham, West Midlands, B17 9DBContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Impossible to get an appointment!
Rated 1 star out of 5
by Anonymous - Posted on 06 March 2023
I've been trying to get an appointment to see my doctor for months now. You hold on from 08.30 when the lines open for over 30 mins only to be told that there are no appointments available and to phone back again the next day! This is a ridiculous system where they are encouraging you to attend the Accident and Emergency department. No wonder the NHS is broken and there are long waits in A&E with ambulances queueing up. Whatever happened to having slots to see the doctor later in the week or even the week after??? There seems to be more GPs/ trainees in the surgery and yet no availability to see them. Please can someone sort this system out.
Visited March 2023
Review titled Lordswood House Group Medical Practice
Replied on 10 March 2023
Dear patient, Thank you for your feedback and I am sorry to hear you have experienced difficulties when trying to access our services. Our new telephone system, which has been in place since October last year, allows you to select the option for a call back rather than waiting on the line to be answered. Many of our patients use this service and have found it most beneficial. We continue to experience high demand for our services but if you have an urgent acute problem, we have a number of clinicians each day who would be able to help you, including our on call and urgent care GPs. In addition, appointments can now be pre-booked so for less urgent conditions this might be a useful option for you. If you have online access we also have a number of appointments you can book yourself directly. Alongside all of this, we operate an extended access service offering appointments every evening from 6.30pm - 8pm and on a Saturday so perhaps this might suit you better. The increase in demand does mean that for routine appointments, availability later in the week or the week after is often not possible and sadly, this is affecting all NHS services and not just our surgery. I hope this information is useful to you but if you have any further comments or need any additional assistance to access our services then please do not hesitate to contact the surgery directly. Kind regards Angie Newton Business Manager Lordswood Medical Group
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Review titled Caring Doctors practice
Rated 5 stars out of 5
by Helen Mulhern - Posted on 08 March 2023
I have been very happy and impressed with my treatment now COVID restrictions have been lifted. The reception staff are very helpful and have helped me in various ways. I've been impressed by the nurses at the practice. The Doctors I have seen l(I have needed some appointments lately) have been great, friendly and professional, treated me like a human being.
Visited March 2023
Review titled Lordswood House Group Medical Practice
Replied on 10 March 2023
Dear Helen, Thank you for your kind feedback about the services you have received from us recently. The whole team work incredibly hard to provide the best service possible for our patients and it is always wonderful to hear from patients who are happy with the services we are providing. I will ensure your feedback is shared with the team and thank you for taking the time to get in touch. Kind regards Angie Newton Business Manager Lordswood Medical Group
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Review titled Failing the elderly
Rated 1 star out of 5
by Anonymous - Posted on 24 February 2024
My nan is 102 soon to be 103, she has been trying to book an appointment with this practice since the start of February, as she is in pain. Once she managed to get through on the phone, the receptionist offered her an appointment at 19:30 on the night (this is the time that my nan is in bed), and then gave her an appointment for the middle of March. I understand the service is stretched, and under pressure, but I think this is such a poor service for an elderly person.
Visited February 2023
Review titled Lordswood House Group Medical Practice
Replied on 12 March 2024
Dear Anonymous, Thank you for getting in touch to tell us about the recent difficulty your nan has had in getting an appointment. I can only apologise that the team offered such a late appointment to a lady of such a great age. I will ensure this is fed back to the team and we learn from your valuable feedback. Every day we have an on call team who assist patients with urgent issues such as when they are in pain. If your nan would prefer someone to make an appointment on her behalf, you can now do this online via our website by completing a simple form. This is then triaged by one of our GPs within 1 working day. Alternatively, if your nan would struggle with this herself, she can still reach us by phone where one of our trained receptionists would complete the form on her behalf. We take all feedback seriously and use this to help us learn and improve. Thank you for taking the time to get in touch. Kind regards Angie Newton Business Manager Lordswood Medical Group
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Review titled very very disappointing service
Rated 1 star out of 5
by Anonymous - Posted on 16 March 2023
I find it almost impossible to make an appointment to see the GP at this surgery. I have been with this surgery for several years and I have found it to go from bad to worse. I agree with all those previous reviewers who found the same experience. Admittingly up until last year their on line system for appointment was available but that has long gone and there is absolutely no way of using their on line services. On the option of ringing in the morning to get an appointment I again agree with the previous reviewers. To exacerbate the situation, no matter how gentle and kind you try to be, even the receptionists talk to you so abruptly and rude, not realising that the patients are suffering from health issues and need their help. I honestly don't know where those few good reviews are coming from. So if you need a GP service please don't come to this surgery.
Visited February 2023
Review titled Lordswood House Group Medical Practice
Replied on 23 March 2023
Dear patient, Thank you for your feedback and I am sorry to hear you have experienced difficulties when trying to access our services. Our new telephone system, which has been in place since October last year, allows you to select the option for a call back rather than waiting on the line to be answered. Many of our patients use this service and have found it most beneficial. We continue to experience high demand for our services but if you have an urgent acute problem, we have a number of clinicians each day who would be able to help you, including our on call and urgent care GPs. In addition, appointments can now be pre-booked so for less urgent conditions this might be a useful option for you. If you have online access we also have a number of appointments you can book yourself directly. Alongside all of this, we operate an extended access service offering appointments every evening from 6.30pm - 8pm and on a Saturday so perhaps this might suit you better. The increase in demand does mean that for routine appointments, availability later in the week or the week after is often not possible and sadly, this is affecting all NHS services and not just our surgery. I hope this information is useful to you but if you have any further comments or need any additional assistance to access our services then please do not hesitate to contact the surgery directly. Kind regards Angie Newton Business Manager Lordswood Medical Group
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Review titled Failing your patients!
Rated 1 star out of 5
by Anonymous - Posted on 13 October 2022
Told yesterday that my Dr had lots of appointments available for today but can’t book one until today! By 8.37am today and remember you can’t book until 8.30am no appointments with any doctor left!! This is a broken system and I feel for people who are even older than me and who are really ,really ill! Get a grip Lordswood!! It is not the receptionists fault btw!
Visited October 2022
Review titled Lordswood House Group Medical Practice
Replied on 25 October 2022
Dear Patient, Thank you for your feedback and I am sorry to hear that you have experienced difficulty in booking an appointment to see your GP. We have a number of appointments that are available to pre-book in advance along with appointments that are available to book online. If you require access for this, please contact the practice. Our book on the day appointments do get booked quickly but our reception team work hard to direct patients to the most appropriate clinician in order to support their health needs. If you would like to discuss your concerns further, then please do not hesitate to contact the practice. Kind regards Angie Newton Business Manager Lordswood Medical Group
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Review titled Great Service
Rated 5 stars out of 5
by Paul Ayo - Posted on 12 September 2022
I just like to thank the surgery for managing to arrange a GP appointment at short notice. The Receptionist at Lordswood was excellent and the GP at Quinton was professional, thorough, and friendly. A part of the healing process is kindness, compassion, and great customer care from the whole team. Many thanks.
Visited September 2022
Review titled Lordswood House Group Medical Practice
Replied on 10 October 2022
Dear Mr Ayo, Many thanks for your kind feedback following your recent visit to the practice. The whole team work very hard to provide the best service possible and will be delighted to hear your comments. Thank you for taking the time to get in touch. Kind regards Angie Newton Business Manager Lordswood Medical Group
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Review titled Phone queue
Rated 3 stars out of 5
by Anonymous - Posted on 18 August 2022
I couldn't join the Phone Queue to book an appointment as the Phone Queue was at capacity. A message said call at another time. I understand you should call at 8 30 at the morning if you want attempt book an appointment. Admittedly I called at approximately 8 36. The Call Queue was at capacity. I can book a Video Appointment later. This is disappointing the Call Queue was at capacity.
Visited August 2022
Review titled Lordswood House Group Medical Practice
Replied on 01 September 2022
Dear patient, Thank you for your comments and we were sorry to hear that you were unable to access our telephone system. Unfortunately, the demand for our services remains high, particularly at 8.30am when our phone lines open. We have recognised this error with our system and we are in the process of switching to a new telephone provider to prevent this happening in the future. You also have the option of booking an appointment online or sending a non-medical query through our website if you would prefer. Should you have any further queries then please do not hesitate to contact a member of the management team. Kind regards Angie Newton Business Manager Lordswood Medical Group
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Review titled Exceptional service
Rated 5 stars out of 5
by Sheila Collett - Posted on 11 July 2022
I visited the surgery today to see the nurse for a routine check . The service was professional, warm and exemplary throughout. This reflects my experience across this excellent practice. Thanks to all of the team for the friendly and kind service that you offer.
Visited July 2022
Review titled Lordswood House Group Medical Practice
Replied on 12 July 2022
Dear Ms Collett, Thank you for your very kind comments following your appointment with a member of our nursing team. I will ensure I share your comments with the nurse concerned. We are very pleased to hear that the service we are offering gives a positive experience and thank you sincerely for taking the time to get in touch. Kind regards Angie Newton Business Manager Lordswood Medical Group
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Review titled Great Service
Rated 5 stars out of 5
by Anonymous - Posted on 31 July 2022
I spoke to the receptionist about an emergency appointment for my son on Friday afternoon. The receptionist was really kind and understanding and did everything she could. My son saw a GP face to face within 3 hours and received the treatment he needed. A few days later I was contacted about a swab result and his anti-biotics were changed in light of the results. I called a few days later as I had query about the course of the antibiotics. I spoke to another helpful receptionist and then spoke to a GP about it and had my query addressed after an open conversation. GP surgeries are under immense pressure at the moment but despite this all the staff are trying their very best and working really hard and providing a great service. Thank you for your so much!
Visited July 2022
Review titled Lordswood House Group Medical Practice
Replied on 04 August 2022
Dear patient, Thank you for taking the time to share your positive experience with us. I will share your feedback with the team who will be delighted they were able to support you and your son. The whole team are working hard to provide the best care possible in these difficult times and we are very grateful for your kind comments. Kind regards Angie Newton Business Manager Lordswood Medical Group
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Review titled overall
Rated 1 star out of 5
by James Taylor-Turner - Posted on 07 July 2022
I am diabetic that has been put on a dexcom meter, I need to calibrate my meter for my phone use. I just needed a blood testing kit or the old style strips where you can read it against the bottle... I have been told I cannot get these and go back to the hospital which put me on the meter, the doctors are saying they I can have an appointment to see a diabetic nurse in a month's time!! so why am I paying my taxes for the NHS, when they cannot do anything?! before they would have just given me a monitor over the counter and all is done, so, why is it so complicated now? Now I am left not knowing what the hell my blood sugars are doing. Lordswood medical centre appointments are ridiculous, you never get the same doctor, you have to book a ridiculous time in advance... if it cannot deal with the amount of paitens then it should shut down because it is not fit for purpose.
Visited July 2022
Review titled Lordswood House Group Medical Practice
Replied on 12 July 2022
Hello Mr Taylor-Turner, Thank you for your feedback. I am sorry that you have experienced difficulties making a nurse appointment due to the high level of demand for our services which we continue to experience. It is unfortunate that the hospital did not ensure you had all of the equipment you might need to monitor your condition, however, I understand that one of our nurses has been in touch and she has managed to provide you with what you require. Please do let us know directly if there is any further assistance you need by contacting a member of the management team who will be only too pleased to try and help you. Kind regards Angie Newton Business Manager Lordswood Medical Group