Scott Arms Medical Centre - Ratings and reviews
Reviews
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Review titled Horrendous surgery
Rated 1 star out of 5
by Alison Lay - Posted on 04 July 2023
I rang for my daughter this morning g 8am,adult with special needs. I was told she could have a telephone appt and to expect a call today between 8am and 6pm .6pm came ,no call .I called them and I was told after talking g to 2 female receptionist that I'd said I couldn't recieve the call u till 7th July (blatant lie ) Thats not how they operate anyway ,I'd have to call on the day if that was the case .Meanwhile my daughter is again being neglected by the system and not getting any help .Her anti depressants are giving here v bad side effects and all we want is to change them .Why doesn't someone do something about The Scott arms surgery they have .ultitudes of bad reviews .But for a receptionist to say I'm lying to cover up her mistake is disgusting.
Visited July 2023
Review titled Scott Arms Medical Centre
Replied on 24 July 2023
I am very sorry for the difficulties you feel you have encountered with the surgery. You are more than welcome to contact our admin team leaders at the surgery on 0121 357 3309 to discuss and hopefully resolve your issues.
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Review titled Improving Experience
Rated 4 stars out of 5
by Harry Hancox - Posted on 03 August 2023
My third appointments to review broad spectrum blood test results that resulted in a telephone appointment. It was good & dialogue friendly and seemingly the GP was interested in my continuing lower left heart pain that is in week 14. Two of 3 GP's here have been knowledgeable & good. However getting that appointment was initially concerning. I had sent a response to my reading of my own blood tests (I was later proven right) and confirmed I required a follow up with a Dr. It was when I phoned to do that & had battled to explain it all, in that I was simply phoning to make that appointment, they told me to ring back 08.00 in mornings, they were busy. After exclaiming 'nonsense' & repeating again I was simply responding to the GP request to book appointment, the lady consulted her superior & the appointment was agreed. I have concluded it might have been a new receptionist & learning. Better hope they are better at triage. 3 out of 5 is fair, and if it continues to be a better experience, perhaps 4 next time.
Visited July 2023
Review titled Scott Arms Medical Centre
Replied on 14 August 2023
I am very sorry for the difficulties you feel you have encountered with the surgery. You are more than welcome to contact our admin team leaders at the surgery on 0121 357 3309 to discuss and hopefully resolve your issues.
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Review titled Keep Away
Rated 1 star out of 5
by Anonymous - Posted on 19 June 2023
The worse GPS and the receptionist team are a joke have to beg for appointment if your lucky they might give you an over the phone appointment any time I call your call doesn’t get accepted then you get threw mid morning surprise they tell you call back tomorrow at 8am , they say all there staff are trained to triage but put you on hold every 2 seconds to find out if your eligible enough for an appointment, and if you keep pressuring them an appointment magically appears even if they say they have none
Visited June 2023
Review titled Scott Arms Medical Centre
Replied on 19 June 2023
I am very sorry for the difficulties you feel you have encountered with the surgery. We take complaints very seriously at Scott Arms Medical Centre and are very sorry to hear about your experience at the surgery. Unfortunately, you have chosen to remain anonymous and therefore we have been unable to review your complaint. If you could kindly contact the practice 0121 357 3309 on and ask to speak to the practice manager, to discuss and hopefully resolve your issues.
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Review titled First visit, the jury is out.
Rated 3 stars out of 5
by Harry Hancox - Posted on 01 June 2023
Had to wait 3 weeks for near heart chest pain. Friends insisted I visit A&E so I did. Nothing found. Pain continued so I kept the appointment. I rarely visit GP's or hospitals. Surprisingly only two others waiting @ 10 am. Nice building, seemingly organised. A woman came in complaining about ongoing missing prescription drugs. Only 10 min delay and concluded in 15. Nothing found. Nice GP seemed thoughrough. My worry was no post action I had confirmed BUPA and when I asked about continuing symptoms was told ring 999 if unwell!!.,, Not something you should say to a Legum Magister! I now plan to have my free BUPA Healthcheck that looks at heart issues. Ergo for me the jury is still out but will give them another visit.
Visited May 2023
Review titled Scott Arms Medical Centre
Replied on 19 June 2023
I am very sorry for the difficulties you feel you have encountered with the surgery. You are more than welcome to contact our admin team leaders at the surgery on 0121 357 3309 to discuss and hopefully resolve your issues.
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Review titled Unable to make contact
Rated 1 star out of 5
by Claire Terrington - Posted on 15 May 2023
Called a number of times, unable to even get in a queue on the telephone never mind get an appointment. When i did get through all the appointments had gone and i was told to call back. My daughter has a recurring condition that requires a referral to the hospital and it can't happen without seeing a GP. It is so frustrating. I am a health professional and have continued to see my patients face to face. I am truly baffled as to why I cannot speak to someone. Considering moving GP practices after 45 years!
Visited May 2023
Review titled Scott Arms Medical Centre
Replied on 16 May 2023
I am very sorry for the difficulties you feel you have encountered with the surgery. We have a large call centre facility which is fully staffed with up to 10 staff at our peak times and enables up to 25 patients to wait in a queue to speak to staff. The telephone system is at its peak between the hours of 08.00am and 10.00am. We are however, experiencing extremely high levels of telephone calls, throughout the day and have taken steps to request patients with queries to call back after 10.00am, thus enabling the call centre to take calls regarding appointments between 8.00am and 10.00am. All appointment requests are triaged and patients needing a face to face are given appointments, if deemed appropriate following triage. Our reception staff are fully trained and competent in patient triage, signposting and NHS systems in place. I hope this answers your comment, However, you are more than welcome to contact me, Karandeep Bains, Reception Team Leader, at the surgery on 0121 357 3309 to discuss and hopefully resolve your issues.
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Review titled dismissivewith lack of clarification
Rated 3 stars out of 5
by John Patrick Martin - Posted on 18 June 2023
had a telephone consultation on 24th may described symptoms and pains , was advised to book a blood test, with the tel no. given when appointment was being made I was asked was it fasting or non fasting blood test? I had not been advised by surgery so elected for fasting this appointment was made for 5th June 12days after initial consultation, results did not arrive at surgery until 15th June after chasing on several occasions, a telephone consultation re blood tests was arranged for Saturday 16th June. This consultation bore no relation to the initial consultation on 24thMay and indeed even the incorrect blood tests had been carried out. To state a lack of confidence in this practice is at best an understatement
Visited May 2023
Review titled Scott Arms Medical Centre
Replied on 19 June 2023
I am very sorry for the difficulties you feel you have encountered with the surgery. We agree that the experience you have described is unacceptable and will take your comments on board and take steps to address the issues you have raised and most importantly learn from them. I hope this answers your comment, However, you are more than welcome to contact our admin team leaders at the surgery on 0121 357 3309 to discuss and hopefully resolve your issues.
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Review titled Impressed
Rated 4 stars out of 5
by Dorothy - Posted on 01 April 2023
Receptionist answered telephone immediately - 8.25am and offered another GP -to the one that I had requested- for a triage consultation. This was received about 12.25pm and I was asked to attend surgery for examination. Extremely satisfied with friendly, professional dealings by doctor who also answered other questions necessary. There was no feeling of being rushed and I came away feeling confident with my situation
Visited March 2023
Review titled Scott Arms Medical Centre
Replied on 05 April 2023
Thank you for your feedback. We really appreciate this, it's very uplifting and encouraging in these very challenging times.
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Review titled Can’t get appointment for nearly two months
Rated 1 star out of 5
by Anonymous - Posted on 06 January 2023
Received letter from NHS inviting me to book my smear test. Rang surgery lots of times and can’t get through unless I wait for hours. Turned up in person to an entirely empty surgery to be told to ring up to book an appointment, not turn up. Told that I actually need to ring back on 1st March as no nurse appointments available until after then. Today is 7th January. When the surgery was at Pages Lane it was excellent, since the move it is awful.
Visited January 2023
Review titled Scott Arms Medical Centre
Replied on 16 May 2023
I am very sorry for the difficulties you feel you have encountered with the surgery. We have a large call centre facility which is fully staffed with up to 10 staff at our peak times and enables up to 25 patients to wait in a queue to speak to staff. The telephone system is at its peak between the hours of 08.00am and 10.00am. We are however, experiencing extremely high levels of telephone calls, throughout the day and have taken steps to request patients with queries to call back after 10.00am, thus enabling the call centre to take calls regarding appointments between 8.00am and 10.00am. All appointment requests are triaged and patients needing a face to face are given appointments, if deemed appropriate following triage. Our reception staff are fully trained and competent in patient triage, signposting and NHS systems in place. I hope this answers your comment, However, you are more than welcome to contact me, Karandeep Bains, Reception Team Leader, at the surgery on 0121 357 3309 to discuss and hopefully resolve your issues.
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Review titled Terrible approach to dealing with children!
Rated 1 star out of 5
by Kieran Mccoole-Smith - Posted on 09 December 2022
Called at 8.25am and waited 35mins in a queue of 17, finally got through at 9.15am for my 7yo son to get a possible triage appointment or face to face to be told that the only face to face was at 11.30am where by my son is at school! or a phone call triage appointment in 6 days! I advised that my son was 7yo and his condition was worsening by the day and the receptionist was rude and abrupt! stating "well im telling you this is all I have!" I asked if there anyway of a phone call appointment any sooner due to his age to be shut down! I then stated that I would need to go the hospital as I cant let this deteriorate any further to which I was told "no the hospital wont see you for this!" so a problem that is three days in and rapidly getting worse now has to go on for a further 6 days prior to any hope of diagnosis! with no help nor compassion from local GP!
Visited December 2022
Review titled Scott Arms Medical Centre
Replied on 16 May 2023
I am very sorry for the difficulties you feel you have encountered with the surgery. We have a large call centre facility which is fully staffed with up to 10 staff at our peak times and enables up to 25 patients to wait in a queue to speak to staff. The telephone system is at its peak between the hours of 08.00am and 10.00am. We are however, experiencing extremely high levels of telephone calls, throughout the day and have taken steps to request patients with queries to call back after 10.00am, thus enabling the call centre to take calls regarding appointments between 8.00am and 10.00am. All appointment requests are triaged and patients needing a face to face are given appointments, if deemed appropriate following triage. Our reception staff are fully trained and competent in patient triage, signposting and NHS systems in place. I hope this answers your comment, However, you are more than welcome to contact me, Karandeep Bains, Reception Team Leader, at the surgery on 0121 357 3309 to discuss and hopefully resolve your issues.
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Review titled No phone call as promised
Rated 1 star out of 5
by Anonymous - Posted on 13 December 2022
Thought I'd won the lottery in being able to get a telephone appt when I called at 8am. 18:15 and still no call. Checked my phone, no call from Dr or messages. I carried my phone with me all day so.not to miss the call. I called to see if I was still on the list. Was No. 5 in the queue at 18:15 then at 18:26 I became 3 in the queue. Message kept telling me that I would be dealt with. Stayed on the line til 18:45 and still No. 3 in the queue. Never got answered and gave up at 19:00. Shocking. What has happened to this surgery. Genuinely used to be a fabulous. Surgery but Just cannot rely on getting safe care anymore. I've seen this same complaint about the surgery on Google reviews but didn't believe it happened until today. Shocking! Why are they happy to carry on in this fashion with so many negative complaints. Something has gone very, very wrong
Visited December 2022
Review titled Scott Arms Medical Centre
Replied on 16 May 2023
I am very sorry for the difficulties you feel you have encountered with the surgery. We have a large call centre facility which is fully staffed with up to 10 staff at our peak times and enables up to 25 patients to wait in a queue to speak to staff. The telephone system is at its peak between the hours of 08.00am and 10.00am. We are however, experiencing extremely high levels of telephone calls, throughout the day and have taken steps to request patients with queries to call back after 10.00am, thus enabling the call centre to take calls regarding appointments between 8.00am and 10.00am. All appointment requests are triaged and patients needing a face to face are given appointments, if deemed appropriate following triage. Our reception staff are fully trained and competent in patient triage, signposting and NHS systems in place. I hope this answers your comment, However, you are more than welcome to contact me, Karandeep Bains, Reception Team Leader, at the surgery on 0121 357 3309 to discuss and hopefully resolve your issues.