Black Country Family Practice
Neptune Health Park, Sedgley Road West, Tipton, West Midlands, DY4 8PXContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Excellent service and really friendly
Rated 4 stars out of 5
by Mike Martin-jones - Posted on 26 July 2024
I called to get an appointment for an ear infection, pratice nurse called to do a phone consultation and then asked be to go in for an examination. Want straight away and walked straight in to see the nurse, examined and prescribed antibiotics. The bast service from the doctors I have received in the last 10 years, if every appointment was like this the NHS would be back to being brilliant.
Visited July 2024
Black Country Family Practice has not yet replied.
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Review titled Appointment problems
Rated 2 stars out of 5
by Geraldine - Posted on 09 July 2024
Rang today waited 1 hour 15 mins only to be told I couldn’t book an appointment. Went on line at 8.00 pm chose an appointment and whilst I was typing what the appointment was for the appointment had gone. It’s totally impossible to get an appointment it’s frustrating hanging on the line and to be told nothing available then the online one - once the appointment is selected it should be locked until the reason for the appointment is finished and it is booked. The 8.00 am scramble for appointments is a joke and it seems the 8.00 pm one is too. The recorded message at the beginning of the answering service is too long - there is no need for all the info - it should be attached to the number of service you select. You just go round in circles and it adds to your stress. On the miracle of an occasion you get to see a Dr the service is good. Please sort out the appointment system - allow booking for a week in advance or a few days in advance.
Visited July 2024
Review titled Black Country Family Practice
Replied on 23 July 2024
Dear Geraldine, I am sorry that when you contacted the surgery you could not be offered an appointment. We are currently experiencing increased demand on our services and only have a limited number of appointments available. Unfortunately we are not able to offer above this limited demand as we must ensure patient safety. Please be assured our clinicians are working to their full capacity and new appointments are available daily. I am also sorry to see that you have struggled to contact the Practice via the telephone. We are currently experiencing increased demand on our telephone lines, which has resulted in longer wait times. Our patient services team have been working very hard to answer calls under the additional pressure. However, I recognise that difficulties in accessing the Practice can be extremely frustrating for our patients and I apologise unreservedly for any upset or inconvenience. You can also request an appointment by attending the Practice reception from 8am. Kind regards, Frankie Patient Experience Team
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Review titled Frustrating!
Rated 3 stars out of 5
by Eileen Halll - Posted on 26 July 2024
I must make it clear that I fully support the Practice and the difficult conditions they are experiencing. However, I have been trying to book my second shingles jab and I can’t get through to anyone. Your poor staff must be run off their feet! I would willingly and happily book online but I can’t find how to do this. Is this service available?
Visited July 2024
Black Country Family Practice has not yet replied.
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Review titled Bad GP Servive
Rated 1 star out of 5
by Donna - Posted on 20 June 2024
I've been in a que since 8.10am on the 20th of June 2024 ,more than 30 people waiting and it's still the same 1hr 21 minutes later absolutely disgusting. I simply cannot afford to be hanging on for nearly 1.5 hrs. Sort this surgery out.
Visited June 2024
Review titled Black Country Family Practice
Replied on 27 June 2024
Dear Donna I am sorry to see that you have struggled to contact the Practice via the telephone. We are currently experiencing increased demand on our telephone lines, which has resulted in longer wait times. Our Patient Services team has been working very hard to answer calls under the additional pressure. However, I recognise that difficulties in accessing the Practice can be extremely frustrating for our patients and I apologise unreservedly for any upset or inconvenience. Please be assured that the staff at the Practice are working to their capacity in these challenging circumstances. Kind regards Sophie Patient Experience Team
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Review titled Awful service
Rated 1 star out of 5
by Anonymous - Posted on 27 June 2024
Tried to use online services, these have all been switched off and have been for a long time even though they state they haven’t been. Tried calling at 8am took 2.5hrs to be told I need to book an appt with a dr but there aren’t any told to try online or ring again at 8. Tried another time to call for info to be cut off then told there was over 30 in the queue?! Had an appt booked but it got cancelled with a text to say ring to rebook like some sort of sick joke. Can’t bear to hear the “staff sickness” excuse again at some point you’ve accepted this as a norm and not got any extra staff in. I don’t deny the staff are working hard but the surgery is broken, after over 10 years I am seeking another surgery.
Visited June 2024
Review titled Black Country Family Practice
Replied on 03 July 2024
Dear Patient I am sorry to see that you have struggled to contact the Practice via the telephone. We are currently experiencing increased demand on our telephone lines, which has resulted in longer wait times. Our patient services team has been working very hard to answer calls under the additional pressure. However, I recognise that difficulties in accessing the Practice can be extremely frustrating for our patients and I apologise unreservedly for any upset or inconvenience. Please be assured that the staff at the Practice are working to their capacity in these challenging circumstances. You can also request an appointment by attending the Practice reception from 8am or using our online option https://florey.accurx.com/p/M88013. Kind regards Frankie Patient Experience Team
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Review titled Good People, Lousy Service
Rated 3 stars out of 5
by M.Brookes - Posted on 23 May 2024
Firstly, I'd like to praise all the staff. They are all friendly and professional, and although they always seem very busy, they all do a good job. However, as I've read in many reviews, getting to see a GP is nigh on impossible. You have to ring at 8 am, and I have waited up to 2 hours before speaking to reception., because I'm number 54 in the queue. Every time, there are no appointments left, on rare occasions, there may be a telephone appointment. Now, I'm not a hypochondriac. In the last 12 months, I discovered that I suffer from COPD and November 2023, had a serious heart attack, but cannot get to see a GP to discuss my progress to see if I'm well enough to return to work. I understand that the NHS in general is under great strain, but surely the GPs have all patients records on file, and they should be prioritised in the severity of their conditions. Ironically, when you go to the chemist or for a blood test at the Practice, the waiting room is usually empty.
Visited May 2024
Review titled Black Country Family Practice
Replied on 27 June 2024
Dear M.Brookes I am sorry that when you contacted the surgery you could not be offered an appointment. We are currently experiencing increased demand on our services and only have a limited number of appointments available. Unfortunately we are not able to offer above this limited demand as we must ensure patient safety. Please be assured our clinicians are working to their full capacity and new appointments are available daily. Kind regards Sophie Patient Experience Team
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Review titled Rude and unhelpful
Rated 1 star out of 5
by Anonymous - Posted on 30 May 2024
Terrible experience with receptionist who was just plain rude and not helpful. She was just not bothered about the issue i was having i was really struggling to get any appointments even went through 111 and got appointment as my issue was urgent. I got a miss call from the surgery called back 5 min later waited over a hour to get through for reception to basically say your problem not mine. She lied saying i was called 3 times which i wasnt i called her out on that lie but carried on saying i missed the call thats my fault. I said yes i missed it surely should try again to call back at a later time. I asked her to advise me on best way getting appointment she kept saying online and i told her online it doesn’t allow me to do it. She basically said well thats tough. I said to her i just need an appointment im a working mum of two small kids i cant phone in mornings and wait on hold for hours. 4 days i left my number for a call back and noone called me back. She ended the call saying theres not much else she can do and put the phone down. No help or advise at all! Luckily the dr rang me back who was very nice and helpful.
Visited May 2024
Review titled Black Country Family Practice
Replied on 27 June 2024
Dear Patient Thank you for taking the time to leave a review. I am sorry to hear that you are not happy with the service that you have received. I would be happy to discuss your concerns further with you. You can contact me directly using the following link: https://www.modalitypartnership.nhs.uk/contact Kind regards Sophie Patient Experience Officer
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Review titled Brilliant Nurse
Rated 5 stars out of 5
by Anonymous - Posted on 30 May 2024
My nurse was fantastic, she took her time to reassure and make me feel comfortable. She is like a breathe of fresh air. Its so nice to feel like someone cares and takes the time to show this.
Visited May 2024
Review titled Black Country Family Practice
Replied on 27 June 2024
Dear Patient We are happy to see that you received great care from the surgery. Thank you for sharing your experience with us. Kind regards Sophie Patient Experience Team
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Review titled Great practice
Rated 5 stars out of 5
by Wendy Blackford - Posted on 30 May 2024
Very lovely nurse Emma. Spoke very clearly on what was going to happen on the consultation. Emma made me feel comfortable and at ease. Felt very happy with the care and support from Emma.
Visited May 2024
Review titled Black Country Family Practice
Replied on 27 June 2024
Dear Wendy We are happy to see that you received great care from the surgery. Thank you for sharing your experience with us. Kind regards Sophie Patient Experience Team
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Review titled You cannot get an appointment to see a GP
Rated 2 stars out of 5
by Anonymous - Posted on 01 May 2024
For weeks I have been trying to get an appointment for my young child. I have been on the phone since 8.00am for 1.5 hours, when someone finally answers (they don't call back if you use the call back service) you are told there are no appointments that day but I can't book for another day. I have been told by a receptionist without medical training that my child's issue 'isn't that urgent so just try another day', by another to just book online (you can't for U18s and they sent me to the wrong website), and by another that I have to share details of the issue with reception otherwise they won't consider giving an appointment. In the past when I have spoken to doctors or nurses they are helpful but the way the surgery is run is of a poor standard.
Visited April 2024
Review titled Black Country Family Practice
Replied on 27 June 2024
Dear Patient Thank you for taking the time to leave a review. I am sorry to hear that you are not happy with the service that you have received. I would be happy to discuss your concerns further with you. You can contact me directly using the following link: https://www.modalitypartnership.nhs.uk/contact Kind regards Sophie Patient Experience Officer