Regis Medical Centre - Ratings and reviews
Reviews
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Review titled Bad experience
Rated 1 star out of 5
by Maika - Posted on 01 February 2024
I called many times to speak to my GP. I tried it through the ridiculous "Anima" system, nothing. I called to speak to the reception because my condition was quite bad, my fiance died three weeks ago and I feel lost. I asked the reception for help and this lady told me to go to the hospital. I told him I don't have transportation and he answered me? How do you go shopping? And I answered that I was walking because my fiance died. This lady without compassion, rude...
Visited February 2024
Review titled Regis Medical Centre
Replied on 06 February 2024
Thank you for taking the time to leave feedback about your recent negative experience in contacting the surgery. Please accept our condolences on your recent sad loss and for any additional distress caused by any of our team. You have not shared your full details with us but we will certainly feedback the concerns you have raised to our frontline teams - we expect all staff to remain professional and empathetic at all times and apologise if this was not your experience. Kind regards Amanda Shaw, Governance Manager, Your Health Partnership.
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Review titled cannot get call back
Rated 1 star out of 5
by Anonymous - Posted on 19 February 2024
i got there at 15mins to 8 then told full up and should call 111,why should it be up to 111,since covid they are taking the pea they have got what they wanted its disgusting, the goverment should step in and sort this out its past a joke now
Visited February 2024
Review titled Regis Medical Centre
Replied on 26 February 2024
Thank you for taking the time to leave feedback about your recent negative experience in contacting the surgery. We are aware of the challenges our patients experience and these challenges are long standing and are reflected nationally. The number of people who need our help has increased significantly over the last 3 years and the demand for GP appointments has been rising for some time as our population ages, more people survive for longer with medical conditions and the health inequality gap has risen especially in boroughs like Sandwell. In addition, waiting times for hospital out-patient appointments, investigations and treatment have risen and all of these factors have further driven the need for care from general practice which in turn makes waiting times on the telephone to speak to us longer and means the appointments we have been able to offer have been quickly filled. Please accept our apologies and be assured we are working hard to improve how patients access our services and hope to be able to share with patients in the coming weeks changes we are making to improve patient experience. Amanda Shaw, Business Manager, Your Health Partnership.
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Review titled Bad service
Rated 1 star out of 5
by Dawn Elizabeth Lowe - Posted on 01 March 2024
I wanted to make a appointment for my son he was at work, I rang 8 am on Monday, waited nearly a hour on the phone for someone to answer, no appointments left, its now Friday, I have rang every day this week at 8 am and no appointments left, told to go to walk in center or ring 111 , whats the point of having a doctors surgery if you cant get to see a doctor, absolute shambles of gP surgery, needs investigation by the NHS.
Visited February 2024
Review titled Regis Medical Centre
Replied on 11 March 2024
Thank you for taking the time to leave feedback about your recent negative experience in contacting the surgery. We are fully aware of the problems our patients are facing and have been working hard over recent months to look at how we can improve access to our services. We are confident that the changes we are planning will benefit our patients and hope to be able to share this information with you in the next few weeks. We appreciate your patience and co-operation whilst we finalise the details. Amanda Shaw, Business Manager, Your Health Partnership.
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Review titled Amina App
Rated 1 star out of 5
by Theresa Smith - Posted on 24 January 2024
I work from 7am every morning, so it's impossible to book appointments as if you miss the opportunity at 8am by a few minutes you have to wait 24hrs. When you actually get through the process, the options are not relevant to the majority of requests. E.g how do you book an appointment for a smear test that the NHS has reminded you to do, there is no option whatsoever. How do you request prescriptions that are not on repeat, such as HRT
Visited January 2024
Review titled Regis Medical Centre
Replied on 09 May 2024
Thank you for taking the time to leave your feedback. Please accept our apologies as we appreciate the difficulties patients have in accessing our services and have been working hard over recent months to improve our patients' experience. Please log onto our website www.yhp.org.uk where you will see the latest update of the changes we are planning to make in the very near future and where we will continue to share all the latest information about how and when the changes will take place. Kind regards Amanda Shaw, Business Manager, Your Health Partnership.
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Review titled Anima web portal is useless for booking appointments
Rated 1 star out of 5
by Lee Kendrick - Posted on 12 January 2024
I've tried booking an appointment using the Anima web portal for several weeks. It continually reports "Next availability" is the following day and I have tried from 08:00hrs when the appointments are supposedly available through random times of the day. Always the same message "Your practice is at capacity now and not currently taking new requests. Please try again once the practice reopens. - Next availability". How can I make an appointment when the tool is not fit for purpose. It is completely failing me and all those people forced to use the Anima portal.
Visited January 2024
Review titled Regis Medical Centre
Replied on 24 January 2024
Thank you for taking the time to leave feedback about your recent negative experience in contacting the surgery. Please accept our sincere apologies and be assured we are working hard to improve how patients access our services and hope to be able to share with patients in the coming weeks changes we are making to improve patient experience. Amanda Shaw, Governance Manager, Your Health Partnership.
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Review titled Ineffective and inefficient
Rated 1 star out of 5
by Anonymous - Posted on 04 January 2024
I can’t book via anima as it keeps trying to make set up a new account. The surgery won’t approve a new account as I already have one! Tried to call to resolve and book an appointment, even though I joined the queue before 8am all the slots for today had gone and can’t book for tomorrow. I was then advised to go to the surgery to sort out my issues with anima. Literally everywhere else in the world can sort out software issues via a call centre but yhp are unable. This speaks very poorly about how yhp is operating as both a modern organisation and as a healthcare provider. Given that appointments have gone before you get to speak to anyone one has to question whether they have too many patients or not enough gp’s. This smacks of greed somewhere as I assume that the practice has funds allocated by how many patients are on the books???? Perhaps yhp can explain the funding mechanism in the response? Addendum- I can’t have a review that includes words that are all in caps so not being able to us yhp’s acromyn or even gp in caps makes me appear ignorant. Clearly I’m not and I find this very offensive.
Visited January 2024
Review titled Regis Medical Centre
Replied on 08 January 2024
Thank you for taking the time to leave feedback about your recent negative experience in booking an appointment. Please accept our apologies and be assured we are working hard to improve how patients access our services and hope to be able to share with patients in the coming weeks changes we are making to improve patient experience. Unfortunately you have not given your details for us to be able to contact you to discuss your concerns further regarding your issues with anima. Amanda Shaw, Your Health Partnership Business & Compliance Manager.
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Review titled Oh dear, please improve
Rated 1 star out of 5
by Anonymous - Posted on 17 January 2024
Well where do you start, appointment booking is none existent no matter how you try. I feel that the previous comments say exactly what everyone is thinking, feeling and experiencing as a patient, I could add more but there seems no point - please see the standard reply to everyone else. All I require is my immunisation records for my employer!! How annoyed can this patient get? I called first, informed I need to ask at the surgery. Went into the surgery, asked for the immunisation records, I was given my records? Can I just add it’s not the colleagues fault at reception, my record consists of my Covid vaccines!! I’m 50+ and extremely lucky I have both my parents and they tell me I had all of my childhood immunisations, I have been a patient at Regis for 30+ years so in all that time my records have never been summarised to show I’ve had any immunisations. Can I add I believe my parents. I now need to put my request in writing so that my records can be sent to the surgery, like most patient your paper records go into storage, but why have my records not been entered before been sent to storage and how can I now prove I’ve had these vaccine? As said previously I’m not a newly registered patient, when I registered there the paper records where still at the surgery. I keep hoping that the practice gets better for their patients but seems I like many patients will just end up registering with another surgery. Luckily my employer has been understanding and it won’t cost me my job, but how many patient can’t get there desired jobs because they can’t prove there immunisations?. I could keep adding to this moan, ramble, review but seems little point, I’ll await the standard reply that they are trying to improve!!
Visited January 2024
Review titled Regis Medical Centre
Replied on 24 January 2024
Thank you for taking the time to leave feedback about your recent negative experience, we appreciate patients letting us know when the care they have received has not met their expectations and gives us the opportunity to review our policies and processes and make changes where we feel these are necessary. In order for me to be able to respond more directly to your specific concern, I would be grateful if you could contact the surgery and ask for your details to be passed onto me so that I can make contact and discuss this with you. Kind regards Amanda Shaw, Governance Manager, Your Health Partnership.
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Review titled No communication
Rated 1 star out of 5
by Anonymous - Posted on 09 January 2024
I went on Anima on 8th January at 8am to submit a request. I received a text advising I would need a face to face apt. Rang the surgery at 13:00 to be told I would be called that day or the next. By 18:00 I called and my request had been forgotten. A staff member told me they would submit another request for 9th Jan. I received a message advising an apt had been made for Thursday 11th. This is not good enough, why is there no verbal communication from the surgery, why when I submit a request for an apt, am I expected to wait 4days to see a GP when I am in agony. Appointment system doesnt work, half way through submitting a request on Anima, it kicks you off if you aren't quick enough to be told all appointments are now gone for the day. Not everyone can access online services and this is penalising them.
Visited January 2024
Review titled Regis Medical Centre
Replied on 15 January 2024
Thank you for taking the time to leave feedback about your recent negative experience in contacting the surgery. Unfortunately you have not left your details so we cannot discuss your specific concerns with you but please accept our apologies and be assured we are working hard to improve how patients access our services and hope to be able to share with patients in the coming weeks changes we are making to improve patient experience. Kind regards Amanda Shaw, Governance Manager, Your Health Partnership.
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Review titled Terrible practise
Rated 1 star out of 5
by Anonymous - Posted on 20 December 2023
I rang 8am this morning number 20 in the queue, the phone line disconnected at number 13 in the queue, I rang back number 54 in the queue, nearly 1 hour later Some answered, I explained my adult son was unwell and maybe needed some antibiotics I was told no appointments left I asked to just be given a prescription told not without talking to a doctor and to take my son to the walk in center, no transport and hes unwell, this happens all the time with this surgery the NHS needs to investigate whats going on there
Visited December 2023
Review titled Regis Medical Centre
Replied on 28 December 2023
Thank you for taking the time to leave feedback about your recent negative experience in contacting the surgery. Please accept our apologies and be assured we are working hard to improve how patients access our services and hope to be able to share with patients in the coming weeks changes we are making to improve patient experience. However, once appointments have been taken for the day, as with all GP surgeries, we will continue to advise patients to contact NHS111 for advice or attend A&E or Urgent Care Centre if they feel they need urgent help. Amanda Shaw, YHP Business & Compliance Manager.
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Review titled pointless call centre
Rated 1 star out of 5
by Anonymous - Posted on 29 November 2023
On two occasions recently I have had to call, both have been pointless, why do they insist on keeping you in a que for 1 hour and 10 minutes to be told by the call handler to call back at 8.00am the following day, I have been trying to get through since 8.00am yesterday, neither of my calls were for appointments, why not save money and patients time by just playing a message from 10.00am daily advising that you will need to call back or use Anima from 8.00am the following day. Secondly the home page of the website currently displays the latest CQC inspection results as; Safe-Good, Effective-Requires Improvement, Caring-Good, Well Led-Good and Responsive-Requires Improvement. When you actually open the report, this is not the case, the report states; Safe-Requires improvement, Effective-Requires Improvement, Caring-Good, Well Led-Requires improvement and Responsive-Requires Improvement. This should be updated to reflect the actual report.
Visited November 2023
Review titled Regis Medical Centre
Replied on 24 January 2024
Thank you for taking the time to leave your feedback about your recent negative experience. We are aware of the challenges our patients experience and these challenges are long standing and are reflected nationally. The number of people who need our help has increased significantly over the last 3 years and the demand for GP appointments has been rising for some time as our population ages, more people survive for longer with medical conditions and the health inequality gap has risen especially in boroughs like Sandwell. In addition, waiting times for hospital out-patient appointments, investigations and treatment have risen and all of these factors have further driven the need for care from general practice which in turn makes waiting times on the telephone to speak to us longer and means the appointments we have been able to offer have been quickly filled. Your Health Partnership (YHP) handles far more requests and delivers far more appointments than we are commissioned to, more than other practices locally and also more than the Black Country average. Demand from our patients is far above expected based on national and local comparison. Please accept our apologies and be assured we are working hard to improve how patients access our services and hope to be able to share with patients in the coming weeks changes we are making to improve patient experience. Amanda Shaw, Business Manager, Your Health Partnership.