Sutton Coldfield Group Practice - Ratings and reviews
Reviews
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Review titled Great Practice
Rated 5 stars out of 5
by Anonymous - Posted on 06 September 2022
Tudor Practice always ensures their patients are well looked after. Yes, there can be quite a long wait on the phone to speak to a receptionist but this is the case everywhere. A receptionist will ensure that one way or another you are able to speak to someone about your health concern. Doctors are very welcoming and accommodating and ensure follow up care is organised when necessary.
Visited September 2022
Review titled Sutton Coldfield Group Practice
Replied on 13 September 2022
Dear Patient, Thank you for your feedback. It is lovely when patients take the time to post positive feedback. We will share this with the whole team and I’m sure they will be as pleased as I am to read your comments. Nikkie Hanna - Site Team Leader
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Review titled worst Practice - Not fit purpose
Rated 1 star out of 5
by Anonymous - Posted on 13 September 2022
1. you have to wait at least 50 mins on phone each time 2. annoying message tells you to go to your chemist 3.Cannot see GP face to face before 4 weeks 4. Repeat Prescriptions often wrong or items missing or takes over a week 5 No customer care what so ever.
Visited September 2022
Review titled Sutton Coldfield Group Practice
Replied on 26 September 2022
Dear patient, Thank you for your review. We are sorry to hear that you are unhappy with the practice. We are working hard on reducing our wait times and our current average wait time is just over 11 minutes. During peak call demand times (between 08:00-10:00 and 13:30-15:00) you may find the times are longer with the usual maximum wait time being about 30 minutes, although at times this may be longer. We do recommend that for minor ailments patients first seek advice from their chemist in order to maximise GP appointments and to ensure they are used for issues that only a GP can resolve. We currently offer appointment booking with the GP for up to six weeks in advance. We also offer same day appointments which are released at 8am, Monday to Friday. All GP appointments start with a telephone triage first and the doctor books the face to face appointment directly with the patient if they feel this is required, usually to attend the surgery on the same day. We also provide extended access appointments on an evening, which are booked by the GP and offer weekend appointments, which take place at Ley Hill Surgery. You are able to book appointments via telephone, at the reception desk or via online services. If you are not registered for online services, please speak to the reception team and they can have this set up for you. You would need to bring in your photo ID and proof of address to enable us to do this. We are sorry to hear you have experienced issues with your repeat prescriptions and feel there is a lack of customer care. We would be grateful if you could contact us providing more information regarding these issues so we can look into this further for you. Please email tudor.enquiries@nhs.net and mark for the attention of Nicola Hanna, Site Team Leader or come into the surgery and speak to me. I am usually in the surgery Monday to Friday until 5pm. Kind regards Nicola Hanna, Site Team Leader Tudor Practice/Falcon Medical Centre
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Review titled Terrible appointment service
Rated 1 star out of 5
by Anonymous - Posted on 21 September 2022
2 hours and two days on the phone trying to get an appointment, and still no luck, you have to call, and you have to call every day as they wont book upcoming appointments. You receive conflicting advice when you get through to anyone, and most seem to go out of there way to make it impossible to see a GP. If you are lucky enough to see a GP, they are great. Unfortunately you rarely get that far.
Visited September 2022
Review titled Sutton Coldfield Group Practice
Replied on 26 September 2022
Dear patient, Thank you for your review and I am sorry that you have found a need to contact us about this. We are working hard on reducing our wait times and are current average wait time is just over 11 minutes. During peak call demand times (between 08:00-10:00 and 13:30-15:00) you may find the times are longer with the usual maximum wait time being about 30 minutes, although at times this may be longer. I can find no wait time of over two hours so if you could supply me with the date and time you called along with the number you called from, I can better search our system. The practice only has so many appointments available each day and once they have been taken, patients will need to wait until the next day and call back to try and get another appointment. You can also book online from 06:00 every day as we do release a limited number for this purpose. The majority of appointments are telephone appointments initially and the GP will then determine if a face to face appointment is necessary. The doctor will book this appointment directly with the patient, usually the same day as the telephone call. You can currently book up to six weeks in advance. You can book at the reception desk, over the phone or online. If you are not registered for online services, please bring your photo ID and proof of address to the surgery and the reception team can set this up for you. I can assure you that staff do not go out of their way to make it impossible to see a GP . They do the best they can to meet the patients’ needs but at times this can be difficult due to the large demand for appointments. We are currently looking at other options for making appointments and these will be communicated to all patients once they are ready. We do recommend that for minor ailments, patients first seek advice from their chemist in order to maximise GP appointments for those that do need them. Please be assured that we are doing all we can to make the patient experience as best as we can, for all patients, and we take on board your comments and will use these to improve the service. Please send further information by email to tudor.enquiries@nhs.net for the attention of Nicola Hanna, Site Team Leader or come into the surgery and speak with me directly. I am here Monday to Friday until 5pm. Thank you once again for contacting the Practice. Kind regards Nicola Hanna Site Team Leader - Tudor Practice/Falcon Medical Centre
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Review titled Poor Service and Communications
Rated 1 star out of 5
by Anonymous - Posted on 13 September 2022
Reception staff unhelpful and not friendly. Hours on phone to get appointment No Saturday opening Not customer friendly Lack of follow up or communicating with patients
Visited August 2022
Review titled Sutton Coldfield Group Practice
Replied on 26 September 2022
Dear patient, Thank you for your review and I am sorry for any poor service you may have received. Can I please ask that you get back in touch with us and provide us with specific incidents where you felt the service was lacking. It would also be helpful to know days and times so we can identify the Receptionist on duty in order to address any training needs. We do offer Saturday opening and this takes place at Ley Hill Surgery. You can book appointments via the phone, at the reception desk or online. If you are not registered for online services, please bring in your photo ID and proof of address and the reception team can get this set up for you. We offer appointment booking for up to six weeks in advance and have appointments released daily at 8am for same day appointments. We are working hard on reducing our wait times and are current average wait time is just over 11 minutes. During peak call demand times (between 08:00-10:00 and 13:30-15:00) you may find the times are longer with the usual maximum wait time being about 30 minutes, although at times this may be longer. If you could please email the information requested to tudor.enquiries@nhs.net for the attention of Nicola Hanna, Site Team Leader or come in to the surgery and speak with me directly. I am in the surgery Monday to Friday until 5pm. Kind regards Nicola Hanna Site Team Leader - Tudor Practice/Falcon Medical Centre
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Review titled Mission impossible trying to get through
Rated 2 stars out of 5
by Anonymous - Posted on 17 May 2022
My general experience of this practice over the years has been positive however since the implementation of telephone screening appointments i have found any attempt to even speak to someone a frustrating and fruitless experience. I spend an age waiting for someone to answer the phone, and thats when i am lucky enough not to get the message telling me that due to high call volume we cannot progress your call further. I can understand that this was a requirement during the height of covid but the rest of the country has returned to relative normality, so when are the GP's going to come out of hiding and start seeing every patient face to face like before the outbreak. I work in a job where i have face to face appointments everyday, so to be told someone will call me between, say 2pm and 5pm doesnt work for me as i cannot guarantee i will be able to take the call due my own scheduled appointments, what am i supposed to do then? This new system is not fit for purpose and needs a serious rethink.
Visited May 2022
Review titled Sutton Coldfield Group Practice
Replied on 27 May 2022
Presently the practice receives in excess of 1500 incoming calls daily between the hours of 0800 and 1800. That equates to 150 calls an hour or approx. 2.5 calls per minute. Our current staffing levels means I have, on average, 12 call handlers at any one time. On average a call takes about 3 - 4 minutes to deal with. This means, based on 3.5 minutes per call, they are only able to answer in the region of 50 calls an hour. We do find that many of the calls we receive are for issues that could have been dealt with on our website or via NHS 111 and we are now directing callers to these other options in order to improve their overall experience. The more people who use these other services, the quicker we can answer the calls of those callers who really need us. I hope this has explained what we are doing to address your concerns with regards to answer wait times and the ability to contact the Group. I look forward to hearing from you to discuss any ideas you may have that will help us get to the level of service you wish.