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 Appalling Service
Rated 1 star out of 5
by Anonymous - Posted on 14 March 2023
It seems that this surgery get worse each time i have to contact them!! Bombardment of texts that make no sense and the reception make excuses that is managed centrally. Following a blood test i am told i need to make an appointment re: my results. I visit the surgery in person to make an appointment told that an appointment in advance cant be made but would pass the request to the back office. Receive a text 3 days later to say my appointment has been cancelled due to staff shortage but i was never told that i actually had an appointment and nothing on nhs app to say i had an appointment Call up to make another appointment, after 1.5hours on the phone (having been cut off the first time) I get through and told i dont need an appointment as the doctor had called me and that I didnt have an appointment cancelled as it was a call back, I did have a call from the doctor however totally contradicted my results so i am at a loss as to my health! I cant make an appointment in advance and that i have to call back at 8am!! oh btw only 6 people answer the calls and all appointments gone by 8:05am so guess what we go back in the circle to call the following day at 8am...no wonder hospitals are under pressure its because people cant actually speak to a doctor or nurse! It seems each time you want to speak to the office manager they are in a meeting - how convenient! Today we have more doctors at the surgery and less appointments something is not working Since modality has been in charge its been a total disgrace of a service, only a small amount of people are satisfied and the rest are not but nothing is being done to address the many issues
Visited March 2023
Review titled Black Country Family Practice
Replied on 12 May 2023
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 and our care navigation team has been working very hard to answer calls under the additional pressure. I recognise that difficulties in accessing the Practice can be extremely frustrating for our patients and I apologise unreservedly for any upset or inconvenience. 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. Please be assured our clinicians are working to their full capacity and new appointments are available daily. Kind regards Patient Experience Team
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Review titled Not enough staff
Rated 1 star out of 5
by Anonymous - Posted on 10 March 2023
Trying to get an appointment but nurse works the clinic I need one day a week and I work that day - which is unbelievably poor. So many jobless people out there agency staff to bring in to cover shifts or clinics - or employ more staff so there are clinics for people who actually have to work and earn a living too whilst trying to fit around appointments. Having to travel out of area to get a clinic is ridiculous , team leader arguing with me that I should have pre planned and then telling me ‘we are lucky as they were going to get remove the nurses clinic’ I’ve never had an issue before with getting prescriptions. Ever! Until today! Poor customer service, can see why you score so poorly with service users recently . Que for hours on the phone to get through and then get cut off! Joke of a practice!
Visited March 2023
Review titled Black Country Family Practice
Replied on 12 May 2023
Dear Patient I am sorry to hear that you are unhappy with the level of service at the practice. You are welcome to submit a feedback form on our website if you would like me to look into this further. https://www.modalitypartnership.nhs.uk/contact Kind Regards, Patient Experience Team
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Review titled Smear test experience
Rated 5 stars out of 5
by Anonymous - Posted on 07 March 2023
I had my first smear test today and I was nervous about the procedure, however the practitioner that saw me was absolutely lovely. They were kind, reassuring, extremely helpful during the procedure and really supportive. They told me how to stay calm, talked me through what was going to happen and was just an all round lovely person. I will no longer be nervous about going for a smear test again and I would like to thank the practitioner for their kindness.
Visited March 2023
Review titled Black Country Family Practice
Replied on 09 March 2023
Dear Patient Thank you so much for your positive comments. It is a pleasure to receive your feedback and I will ensure it is shared with the team. Kind regards Patient Experience Team
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Review titled I don't know know what to say !!
Rated 3 stars out of 5
by Kathleen Margaret Cleaver - Posted on 17 February 2023
I have a thyroid goiter and having pain for ages which is absolutely horrendous. The last 2 nights unable to sleep, can't get an appointment, got cut off again this morning 17/2/23 after getting to no8 from no20 called back. But, after 6 mins cut off again called back cut off again after 30 seconds called back again after 46 mins still above 30 so gave up. I know thyroid goiters can turn bad so I will just have to hope this will just go, but after months and a blood test that the receptionist told me was OK even though I asked to speak to a dr the Receptionist said no follow up appoinent needed so bloods OK. I have pains in my ear a stabbing pain in my neck and other pains around my thyroid goiter. What use is 111 when I need referring back to the hospital.
Visited February 2023
Review titled Black Country Family Practice
Replied on 28 February 2023
Dear Kathleen, Thank you for taking the time to leave a review. I am sorry that you are not happy with the service you have received. I would be happy to discuss your concerns with you. You can contact me using the following link https://www.modalitypartnership.nhs.uk/contact Kind regards Patient Experience Officer
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Review titled Lovely nurse
Rated 4 stars out of 5
by Lisa Thomas - Posted on 11 February 2023
Had a smear test and nurse was very informative and professional. Rang for appointment and was given a Saturday appointment the same week.
Visited February 2023
Review titled Black Country Family Practice
Replied on 15 February 2023
Dear Lisa Thomas We are happy to see that you received great care from the surgery. Thank you for sharing your experience with us. Kind regards Patient Experience Team
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Review titled Terrible appointment service
Rated 1 star out of 5
by Anonymous - Posted on 16 March 2023
Absolutely terrible service when booking an appointment. Tells everyone to call at 8am then you’re placed in a queue of over 30 every time!! By the time the calls answered all appointments are gone. Couldn’t get through last week so I went into the surgery. Reception quite abrupt, told me to call at 8am the following morning, I explained I’ve done this numerous times and cannot get through! Her reply sorry I can’t help!!!No one in the waiting area though if you visit the surgery? Also cannot hear the phones or see if they’re being answered as they are kept out of view! Convienient!! This surgery has a very bad reputation with local people, wish I’d have joined another surgery. I’ve now got a few health conditions which I believe could have been dealt with or even avoided if I’d have been given an appointment in the past with a GP! Very let down by this practice. Why is no one doing anything about it?? Bad reviews online and inspection reports state it needs improving???!
Visited February 2023
Review titled Black Country Family Practice
Replied on 12 May 2023
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 and our care navigation team has been working very hard to answer calls under the additional pressure. I recognise that difficulties in accessing the Practice can be extremely frustrating for our patients and I apologise unreservedly for any upset or inconvenience. 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. Please be assured our clinicians are working to their full capacity and new appointments are available daily. Kind regards Patient Experience Team
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Review titled Not very good
Rated 2 stars out of 5
by Anonymous - Posted on 17 February 2023
Phoned at 8.10 for a call back got it at 9.30 to be told by a rude receptionist there was no appointment available and to ring 111 for advice. What is the point of call back if this is all you get
Visited February 2023
Review titled Black Country Family Practice
Replied on 28 February 2023
Dear Patient Thank you for taking the time to leave a review. I am sorry that you are not happy with the service you have received. I would be happy to discuss your concerns with you. You can contact me using the following link https://www.modalitypartnership.nhs.uk/contact Kind regards Patient Experience Officer
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Review titled Routine smear test
Rated 5 stars out of 5
by Naomi - Posted on 03 January 2023
There's very little that's glamorous about having a smear test, lets face it no one wants to be asked to drop their pants and lay there frog legged. The experience I had today was by far the most comfortable, I felt relaxed, the nurse kept me engaged in conversation, it was quick, pain free but could literally save lives. Having known someone personally who had cervical cancer, I know oh so well of how important it is to have your routine smears. If like me life gets so busy and you keep putting it off, don't put it off any more. It was literally no longer than 10 minutes, didn't hurt and I really wish I'd have gone sooner. Thank you to the nurse for how comfortable she made the whole process, today has definitely filled me with confidence that the next time I'm due I won't put it off. There's even a useful text service you can use to book in at a time that's convenient.
Visited January 2023
Review titled Black Country Family Practice
Replied on 06 January 2023
Dear Naomi Thank you so much for your positive comments. It is a pleasure to receive your feedback and I will ensure it is shared with the team. Kind regards Patient Experience Team
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Review titled Contact
Rated 1 star out of 5
by Dennis France - Posted on 01 February 2023
Can't get in touch by phone no matter what time of day & whichever option I try (1 to 4 ) always above 30 in the queue, no point having 4 options
Visited January 2023
Review titled Black Country Family Practice
Replied on 15 February 2023
Dear Denise France I am sorry to hear that you are unhappy with the level of service at the practice. You are welcome to submit a feedback form on our website. https://www.modalitypartnership.nhs.uk/contact Kind Regards, Patient Experience Team
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Review titled Great nurses
Rated 5 stars out of 5
by Anonymous - Posted on 31 January 2023
Pleasant nurse explained everything totally so it could be understood and explained she would ring when results come through
Visited January 2023
Review titled Black Country Family Practice
Replied on 31 January 2023
Thank you for your positive feedback regarding the service you have received at our practice, it is appreciated. Kind regards Debra Practice Manager