Cape Hill Medical Centre
Raglan Road, Smethwick, West Midlands, B66 3NRContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Brilliant practice
Rated 5 stars out of 5
by Debra Fitzgerald - Posted on 13 June 2023
My mum Jean wasn't well at. I rang the practice on 8 June 2023 and the lady I spoke to was so kind, I explained about my 82 year old mum and booked mum for a Dr call back. Dr wanted to see mum Friday 9 June but mum couldn't walk, feeling dizzy, legs giving way. I went into the surgery, spoke to a very polite, helpful and caring receptionist who arranged a Dr call back. Dr rang and was concerned about mum and made a home visit, arriving half hour later. Dr was so kind, caring, always asking mum if it was ok to do things. Dr wanted mum to go to a&e for an x-ray and tests so he was so kind and fast tracked so mum didn't have to wait in a&e. mum spend the night and is home. This practice is amazing, from the receptionists to the Drs,thank you from myself and mum.
Visited June 2023
Review titled Cape Hill Medical Centre
Replied on 03 July 2024
Dear Ms Fitzgerald thank you for your kind feedback and words about the team who supported you and your mum. This will be fed back to the team at one of our team meetings. thank you once again Andrea Brydon, Practice Manager
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Review titled Awful receptionist
Rated 1 star out of 5
by Anonymous - Posted on 21 April 2023
Tried to get appointment for 15 year old daughter who hasn't seen a doctor for years I was number 7 in the queue and told all appointment had gone really I think it was because I wasn't prepared to discuss my daughters problem with him totally discustred a child was treated like this
Visited April 2023
Review titled Cape Hill Medical Centre
Replied on 03 July 2024
Dear Patient Thank you for your feedback and I am sorry you have not received the high standard of service you expect from us. Please do call the surgery and ask to either speak to me or ask for a meeting with me to discuss further Yous sincerely Andrea Brydon, Practice Manager
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Review titled Here we go again!!!!!
Rated 1 star out of 5
by Carole Crockett - Posted on 25 April 2023
Cannot get an appointment, call at 8am, same experience time & time again, hanging on the phone, eventually may be told you are, whatever number in the queue, then when someone finally answers, no appointments!!! then given the advice and the only option offered at this surgery, call back tomorrow!! I need to see a GP now, otherwise I wouldn't be calling, not a time waster, but a patient with a problem. I work so this having to call at 8pm does not work for me at all, why are there no other options? walk in emergency appointments, specific appointments for working people? at the very least a surgery can not be performing adequetely if this is the only option to get an appointment. Just reading the reviews make me feel anxious that I am not going to get to see a Doctor anytime soon. This practice is taking on new patients, How?? the surgery is not providing a service for the patients you have already so why more patients? more patients that can't make an appointment anytime soon. I have been with this surgery for years and I think it's time to leave. Very poor inadequate service which is a shame because the Doctors are actually very good when you get to see them. Something needs to change here and quickly otherwise many patients will just start to 'ignore' many concerning health issues and that is not right at all. Very, very frustrating and when you are feeling unwell not what anyone needs is it?
Visited April 2023
Review titled Cape Hill Medical Centre
Replied on 03 July 2024
Dear Ms Crockett Thank you for your feedback and I am sorry you have not received the high standard of service you expect from us. We understand that access to GP's is a very difficult one at present but the GP's/Nurses in the practice work incredibly hard, often in their own time at weekends to keep up with the demands we face. We do have appointments for working people some evenings a week or alternate Saturday's so please ask if one of those are available when you call. We are not allowed to close our patient registration and therefore we do take on more patients. With more people moving into the area, this is a strain on all resources including us as a surgery. We understand this is not ideal for either you as a patient or us working with it and we try to find solutions given that our funding is cut time and time again. Please do call the surgery and ask to either speak to me or ask for a meeting with me to discuss further Yous sincerely Andrea Brydon, Practice Manager
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Review titled Barriers to accessing care
Rated 3 stars out of 5
by Anonymous - Posted on 22 March 2023
Telephone consultations are now recorded. I am not happy with this. It’s difficult enough to communicate with a medical practitioner without the conversation being recorded. Have patient consent, confidentiality and GDPR been considered? I certainly would not be giving my consent to sensitive issues I may be discussing being recorded.
Visited March 2023
Review titled Cape Hill Medical Centre
Replied on 03 July 2024
Dear Patient thank you for your comment. Calls are recorded in line with GDPR and NHS code of Confidentiality. The recording is used for any training needs or any issues which may arise which I need to investigate. You are entitled to a copy of any recording under our Subject Access Request process and should you have a telephone consultation, you can ask the GP to call on another number so the call is not recorded. Please do call the surgery and ask to either speak to me or ask for a meeting with me to discuss further Yous sincerely Andrea Brydon, Practice Manager
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Review titled awful
Rated 1 star out of 5
by Anonymous - Posted on 02 March 2023
i called the surgery a few days ago and ended up in a queue holding for 2 hours. when I got to number 4, i was cut off and had to call again this time in a queue for 1 hour - 3 hours of queueing in total. after waiting patiently i was connected and spoke to the receptionist and explained my need for an appointment. i was told I could see a gp the next day, wednesday, 1st march at 10.30am and a bsl interpreter would be booked for me. i arrived for my appointment in good time and was told to wait as the interpreter would be on the way. i ended up sitting for one hour 15 mins and during that time had to ask 3 times where the interpreter was and kept being told to sit and wait as the interpreter would be coming. other patients arrived and were seen but I was left waiting, becoming increasingly frustrated and getting annoyed as i needed my matter resolved by the gp. i feel that i was ignored and neglected by reception staff who kept looking over at me but they didn't once come to check that if i was ok or whether i needed anything. i had to sit there hoping for some information. eventually i decided to walk out, i was seen leaving by reception staff but no one approached me or asked if they could help in any other way. this has been a terrible experience for me and i have decide to leave your practice as clearly you have chosen to ignore my needs as a deaf patient and have neglected communication with me by not even keeping me informed about whether an interpreter was on the way or not - surely the receptionist would have phoned the interpreter agency to find out the whereabouts of the interpreter and if they had a definite time or were told no one was coming then they should have let me know. i can only presume they did not contact the agency but left me sitting there not knowing what was going on. where was your surgery's person centred care? i suggest the surgery looks at the cqc ais (accessible information standards) which talk about making your service accessible to people who are deaf or have other needs.
Visited March 2023
Review titled Cape Hill Medical Centre
Replied on 03 July 2024
Dear Patient Thank you for your feedback and I am sorry you have not received the high standard of service you expect from us. Our interpreting services are provided by an external company who may have been running late on this occasion but I am unsure. I will certainly feed this back to the recpetion team. Please do call the surgery and ask to either speak to me or ask for a meeting with me to discuss further Yous sincerely Andrea Brydon, Practice Manager
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Review titled Appointment cancelled
Rated 2 stars out of 5
by Anonymous - Posted on 25 February 2023
Booked an appointment during half-term so I don't have to take time off from work. Got a text just 45 mins before the appointment that it is cancelled. They booked another appointment without consulting if its suitable - it wasn't as I want to avoid taking time off from work. Later, I get another text saying your next week's appointment is also cancelled and they will book it later. This time no reason given. It was an important consultation appointment to decide my next prescription for a pre-existing health condition. This has never happened before where two appointments have been cancelled in a matter of couple of hours. Disappointed, shocked and angry how patients are treated so badly. No thought and sensitivity for patients who work full-time. The only saving grace in this place are the doctors and medical staff. Reception service is awful. The stress and anxiety starts even before you dial the number. For patients like me who work, its impossible to be online for 90+ mins to book an appointment. Have to reply on someone to book it. Terrible service. Something has to change for the sake of patients who are dependent on you.
Visited February 2023
Review titled Cape Hill Medical Centre
Replied on 02 July 2024
Dear Patient Thank you for your feedback and I am sorry you have not received the high standard of service you expect from us. Please do call the surgery and ask to either speak to me or ask for a meeting with me to discuss further Yous sincerely Andrea Brydon, Practice Manager
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Review titled Extremely rude and disruptive receptionists
Rated 1 star out of 5
by Anonymous - Posted on 21 December 2022
The receptionist was extremely rude at 16.20 today 21/12/22. I urgently need a Mat1B form for my employer as I am 25 weeks pregnant. I’ve Requested this from the midwife and the GP and both are being completely non-responsive and transferring responsibility. Due to their negligence I am now under extreme stress as a pregnant woman. This is completely unacceptable and disappointing. I’m struggling to understand why you employ receptionists who cause disruptions and complications to customers who are already facing serious health problems .
Visited December 2022
Review titled Cape Hill Medical Centre
Replied on 28 December 2022
Thank you for your feedback. I am sorry to hear that you are having difficulties with a member of our reception team. I cannot comment on the midwife service as they only use a room at the surgery as this is separate to our service. Please do call the surgery and ask to speak to me so we can look at the issues you have had. We always review any patient feedback at our Practice Staff meetings to allow us to reflect on any changes or adjustments we need to make to our service provision. Kind Regards Practice Manager
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Review titled Terrible experience
Rated 1 star out of 5
by Anonymous - Posted on 20 October 2022
The receptionist is extremely rude and abrasive. He walks away from customers as they address him. I greeted him and he literally walked away as I was talking, returned 5 minutes later and abruptly asked what I wanted. He refused to hand my mother a doctor's note addressed in her name. He even opened it before her and threw it at her, demanding that she read it whilst withholding the envelope. He should not be in a front-facing role and he definitely needs behavioural training. He also doesn’t answer the phone so booking an appointment is almost impossible. It is not acceptable to have such an obnoxious and socially inept individual organising a medical centre that involves potentially life-threatening cases.
Visited October 2022
Review titled Cape Hill Medical Centre
Replied on 28 December 2022
Thank you for your feedback. I am sorry to hear that you are having difficulties with a member of our reception team. We have a number of other receptionists who are responsible for answering calls and talking to patients on the front desk and we will take your comments on board for training purposes. Please do call the surgery and ask to speak to me so we can look at the issue. We always review any patient feedback at our Practice Staff meetings to allow us to reflect on any changes or adjustments we need to make to our service provision. Kind Regards Practice Manager
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Review titled Frustrating
Rated 1 star out of 5
by Anonymous - Posted on 15 September 2022
Frustrated by the fact that the online booking system for appointments is still suspended and there is no other option other than phoning at 08.00. One size doesn’t fit all. Lack of patient consideration and continuity of care.
Visited September 2022
Review titled Cape Hill Medical Centre
Replied on 28 December 2022
Thank you for your feedback. I am sorry to hear that you are having difficulty accessing our appointments with no access to online facilities. At this time, we are experiencing a hug increase in demand for appointments and to allow us to manage this, our online booking has been temporarily suspended.. Please do call the surgery and ask to speak to me so we can look at the issue. We always review any patient feedback at our Practice Staff meetings to allow us to reflect on any changes or adjustments we need to make to our service provision. Kind Regards Practice Manager