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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Help others by sharing your thoughts and experiences about Black Country Family Practice.
Reviews
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Review titled Unable to make an appointment
Rated 1 star out of 5
by Alex Smith - Posted on 07 June 2023
I need to make a non urgent appointment to see a GP, was told I need to ring at 8am. This is impossible for me as I start work at 7am and can't disappear for 45 mins while I wait for the phone to be answered. They have an online system but never put any appointments on it making it useless. They used to have a system where you could message a doctor and they would respond but all messaging systems on their site and the NHS site has been disabled. The only way I can see a doctor is going to a walk in centre but they have told me as its a non urgent problem they won't see me. Don't join this practice unless you can wait on the phone at 8am for a chance at getting an appointment.
Visited June 2023
Review titled Black Country Family Practice
Replied on 27 June 2023
I am sorry to hear your feedback regarding the struggle to get an appointment. Sadly, there is a national and local demand for appointments and we are trying our best to see as many patients as we can in a safe manner. We have now gone live with a messaging service, where you can message the practice between 7pm to 7am. Hopefully you will find this useful moving forward. Once again, thank you for your feedback. Kind regards Debra Practice Manager
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Review titled Waiting time
Rated 2 stars out of 5
by Anonymous - Posted on 06 June 2023
Mom 85 swelling around eyesGot a last minute appoinment hurrah! At doctors 9-45am , appointment 10.40am. After waiting ages 3 visits back to receptionist, eventually seen 11-15am .Doctor said she didn't know we were waiting!!
Visited June 2023
Review titled Black Country Family Practice
Replied on 27 June 2023
I am saddened to receive your feedback regarding your experience at the practice. If you would like me to investigate this further, please contact the practice and we will look into this for you. Kind regards Debra Practice Manager
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Review titled Shocking Pratice
Rated 1 star out of 5
by Anonymous - Posted on 01 June 2023
Not seen a GP for 6 months even thought I’m high risk. The 8am flight for appts are ridiculous, reception staff should not be giving medical advice or making clinical decisions about care. Just get told to contact 111 for everything. Needs to be sorted, new management required, reception need to be re trained and given some customer service training about how to speak to patients.
Visited June 2023
Review titled Black Country Family Practice
Replied on 27 June 2023
Thank you for your feedback regarding our service. Reception do ask patients the reason for the appointment. This enables them to direct you to the specialty team member who can deal with your particular issue, it is not to make clinical decisions. Once all of our rountine appointments are booked, the reception team need to check the reason for the appointment so they can direct you to alternative services who are local, like urgent care centres, our extended hours service and 111. We are listening to calls for training purposes for reception. I am happy to investigate further, if you feel a receptionist has been rude or unhelpful. Please provide more details to one of our team leaders and we are happy to investigate the matter further. Kind regards Debra Practice Manager
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Review titled Very poor practice
Rated 1 star out of 5
by Susan Harris - Posted on 04 July 2023
It took me 16 months to get an audiology referral. Went to receptionist a number of times to ask about it. A couple of times I was told it had been done when obviously the computer told them it hadn’t.
Visited June 2023
Review titled Black Country Family Practice
Replied on 28 July 2023
Dear Susan 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 Online services
Rated 3 stars out of 5
by Chris - Posted on 22 June 2023
Asked by nurse to book blood tests. Sandwell phlebotomy sent me a message to my system online account. System online refuse to take messages because Black country family practise has blocked messages to my account.???? Wasting time. Will things ever get back to something like normal.
Visited June 2023
Review titled Black Country Family Practice
Replied on 27 June 2023
Thank you for your feedback regarding online services. If you can please contact our reception team, they will be able to check your online account at Black Country Family Practice. Kind regards Debra Practice Manager
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Review titled Really helpful
Rated 3 stars out of 5
by Anonymous - Posted on 29 June 2023
In the last two days I have had to contact the surgery for two different reasons and on both occasions the staff went out their way to solve my queries
Visited June 2023
Review titled Black Country Family Practice
Replied on 03 July 2023
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 Patient Experience Team
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Review titled Excellent patient experience
Rated 5 stars out of 5
by Hayley Brookes - Posted on 08 June 2023
The nurse made me feel at ease and fully reassured. The care and compassion she delivered was outstanding whilst protecting my dignity throughout. Thank you.
Visited June 2023
Review titled Black Country Family Practice
Replied on 27 June 2023
Thank you for your positive feedback, it is appreciated. I will inform the nursing team. Kind regards and thank you Debra Practice Manager
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Review titled Good staff
Rated 4 stars out of 5
by Anonymous - Posted on 28 June 2023
Today has been one of the better days ive had seeing a doctor usually they dont tend to listen but this lady doctor was amazing she made me feel at ease took time to listen to me and was prepared to do what it took to get the issue resolved.
Visited June 2023
Review titled Black Country Family Practice
Replied on 03 July 2023
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 Patient Experience Team
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Review titled Awful Pratice, Shocking Management
Rated 1 star out of 5
by Anonymous - Posted on 25 June 2023
Seriously Shocking service, replying to customer reviews by saying sorry we are more busy, is not an acceptable answer, rude staff, no appointments. Needs closing down, and where is the Regulator when you need them.
Visited June 2023
Review titled Black Country Family Practice
Replied on 27 June 2023
Thank you for your feedback, I am sorry that you feel we have not provided the service you were expecting but we are trying our best to see as many patients as we can, in a safe manner. There is an extreme demand on the NHS service locally and nationally. I am sorry to hear that you felt that one of our team members were rude, this is not our intention. I am happy to investigate this further but need further information. Please contact our complaints team via our website and we are happy to investigate your concerns further. Kind regards Debra Practice Manager
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Review titled Complete and utter rubbish
Rated 1 star out of 5
by Anonymous - Posted on 25 June 2023
Can never get an appointment, reception staff are so rude and just keep referring to 111. A lot of management issues, I don’t know how this Pratice continues to run, failing the local community it’s supposed to serve, all funding should be withdrawn, think the CQC needs to come in and take over services urgently.
Visited June 2023
Review titled Black Country Family Practice
Replied on 27 June 2023
Thank you for your feedback. I am saddened to hear that you feel that our reception team have been rude, this is never our intention. The team work hard every day to try and help as many people as we can. In order for me to investigate further, please make contact with the team leaders at the practice and provide further information regarding the incident and we promise to investigate your concerns. With regards to the appointments, sadly, there is a national and local demand for GP appointments. We are trying to see as many patients as we can in a safe manner. Once again thank you for your feedback, it will be discussed at the next practice meeting.