Darwin Medical Centre
Greenwood Health Centre, Lichfield Road, Burntwood, WS7 0AQContact details and opening times
Patient ratings and reviews
Leave a review
Help others by sharing your thoughts and experiences about Darwin Medical Centre.
Reviews
-
Review titled Poor service
Rated 1 star out of 5
by Anonymous - Posted on 16 July 2024
We were promised everything under one roof when they built the New Burntwood Surgery but I have to say not so. You can't get appointments when you are asked to make one, sometimes they say ring back on 2 weeks only to be told the same. When you do get appointments, it usually up to 2 months away and usually at Lichfield. I attended Lichfield and returned my urine sample to Burntwood only to be told it's wrong bottle for Burntwood. I was instructed by a nurse to see a Dr but was told only available next month unless urgent. What do they class as urgent? I told them it's angina and breathing issues and that as long as I don't die, I'll have to have the one a month away.
Visited July 2024
Review titled Darwin Medical Centre
Replied on 18 July 2024
Dear Patient, thank you for taking the time to provide your feedback about the service you have received from the team here at the practice. I am sorry that you have experienced a long wait for a routine appointment and that you have been told to call back when the reception team haven't been able to book an appointment for you. I would welcome the opportunity to discuss your particular case in more detail and can be contacted by telephone on our main number or alternatively via the complaint section on our website. In the meantime I will look into the point about the urine sample bottles and feedback to the Clinical Manager to make sure we issuing the correct bottles. Karen Cooper-Sollom Patient Liaison Officer
-
Review titled Very welcoming
Rated 5 stars out of 5
by Karen - Posted on 04 July 2024
Practice nurse was lovely, friendly, reassuring who explained everything very clearly and carried out the procedure gently and quickly. Thank you.
Visited July 2024
Review titled Darwin Medical Centre
Replied on 05 July 2024
Good morning Karen, thank you for taking the time to write your review about the service you have received from a member of our team here at Darwin. I'm pleased to hear that you were informed and reassured throughout. Karen Cooper-Sollom Patient Liaison Officer
-
Review titled No so great
Rated 3 stars out of 5
by Annoyed - Posted on 17 June 2024
Was with my wife today appointment was 11-20. Got to see the doctor 11 -50 I other patient said you are not waiting for Are you she is never on time so why is she still there
Visited June 2024
Review titled Darwin Medical Centre
Replied on 02 July 2024
Thank you for taking the time to write your review of the service you received. I am sorry to read that your appointment did not run to time, whilst the clinicians do their best to see patients in their allocated appointment time, on occasion some patient needs are more complex than expected requiring additional time and support, this unfortunately increases the wait time and for this we apologise. If you would like to provide me with more specific details I am would be more than happy to investigate the reason why on this occasion your wife's appointment was delayed. I can be contacted at Greenwood Health Centre, or via the main telephone number or alternatively via our website where you can raise a complaint. Kind regards Karen Cooper-Sollom Patient Liaison Officer.
-
Review titled System not 'fit for purpose'
Rated 2 stars out of 5
by Anonymous - Posted on 15 May 2024
Rang 5 times on Monday, 14th on waiting list/ engaged/ 13th on waiting list/ engaged /14th on waiting list, so I had to go down in person on Tuesday, told it was particularly busy on Monday's. Wednesday, not so bad, later in afternoon, only 6th so an hour's wait to be told to ring back tomorrow. Not receptionist's fault, can't enjoy being under constant pressure from people in very stressful circumstances, I am sure you would become hardened to it or come to hate going in. I am not sure where the people who take the phone calls are based, it doesn't appear to be the reception as you enter. I run a small business, if no one could ever get through to me I would either have to invest in a better system or employ more staff. A lot of the reviews on here have a common theme-can't get through. It would be nice to know what you are doing about it, every day people call you, waste a fortune on holding on for hours, or simply give up, potentially worsening their health. It would help if, as it says to do, book a GP online, but that doesn't work. So get your on line booking system updated or employ more reception staff, you know what to do. It would nice to know how many doctors are available at any one time-routine Doctor appointments September?
Visited May 2024
Review titled Darwin Medical Centre
Replied on 16 May 2024
Thank you for taking the time to write your review of the service you have received from the team here at Darwin Medical Practice. I am sorry to hear that you experienced higher than expected wait times when trying to contact us on Monday 13th May, and I would welcome the opportunity to speak to you about your personal experience so I can review our reports to understand what happened in your particular case. With regards to the receptionists on the front desk at Greenwood, they generally do not answer the phones as this is our main surgery and does get very busy with face to face patient enquiries that they are required to deal with, but do log onto the phone during quieter times. Our current routine wait time is 3-4 weeks and we do offer extended access appointments on Thursday evening at Greenwood Health Centre and weekends at Samuel Johnson that our reception team can book patients into. We are continuing to understand the functionality of our phone system and will update patients on any changes we make that will enhance the patient experience. In addition our recruitment of reception staff is ongoing. If you would like to discuss your particular case with me directly I can be contacted on 01543 682654 and I would welcome the opportunity to talk to you. Karen Cooper-Sollom Patient Liaison Officer
-
Review titled Impossible to get past reception
Rated 1 star out of 5
by A Patient - Posted on 05 April 2024
After e mailing my medical issues I was contacted due to a nurse believing it was urgent I have a meeting with a doctor! However on trying to actually make an appointment it is not possible until May 15th 2024? By which time I imagine I will have been admitted to hospital! I pay for this service via taxation yet cannot access it?
Visited April 2024
Review titled Darwin Medical Centre
Replied on 09 April 2024
Good morning, thank you for taking the time to write a review about the service you have received. I would welcome the opportunity to discuss your particular situation to understand specifically what has happened and can be contacted via the main telephone number or alternatively if you would prefer to email the practice at darwinmedical.practice@nhs.net with details of your experience I will carryout an investigation so we can take learnings for the benefit of all our patients. Karen Cooper-Sollom Patient Liaison Officer
-
Review titled Felt humiliated
Rated 1 star out of 5
by Anonymous - Posted on 02 February 2024
In menopause and went for help and left feeling humiliated. The doctor didn’t listen at all and when I asked for a hormone test I was asked to test for what? Possibly the most patronizing GP I’ve ever spoken to. I have had issues previously with an autoimmune problem and was told that was tested 12 months prior and was fine! The doctor didn’t listen talked over me and was extremely dismissive. The blood test he did agree to do (for ongoing autoimmune problems) I didn’t stay to book Very very rude doctor who couldn’t have been more obvious that he didn’t care and was superior I left tearful and embarrassed
Visited February 2024
Review titled Darwin Medical Centre
Replied on 06 February 2024
Dear Patient, Thank you for taking the time to write a review about your recent experience here at the practice, and I am sorry to hear that the service provided by a member of our clinical team did not meet your expectation. I understand and respect you wish to register your dissatisfaction anonymously but it would be extremely helpful if you would contact me at the surgery to discuss in confidence your specific experience, so I can investigate this further and take learnings. Our contact details can be found on our website. Karen Cooper-Sollom Patient Liaison Officer
-
Review titled Excellent patient service
Rated 5 stars out of 5
by DAVID - Posted on 13 January 2024
I have seen many negative reviews but I personally can say I have received excellent service from this practice. I recently had to call for an appointment either face to face or by telephone. I was in the queue as many have expressed and it may take a few minutes to go up to being next, but that can only be expected with a very busy practice. It didn't take long to have my call answered. I telephoned at about 9.15am. I spoke to the receptionist to request an appointment on the same day and I was offered a telephone appointment sometime around 10am. I received that appointment call at about 10 past 10am. My problem was dealt with and the medication I needed was sent round to my pharmacy. In this and recent other recent experiences with this practice I cannot agree with the negative reviews that I have seen on here. The service I personally have received has been 'excellent' and I can only praise the staff for the hard work they put in deally with a higher demand for our services. The staff were polite and tried and successfully resolved my problems usually within a day or the need for a routine face to face appointment. I understand that sometimes I have to wait for a routine face to face appointment for not so urgent issues, but for urgent issues I have received urgent same day appointments. So I can only give this practice a 'highly positive' review.
Visited January 2024
Review titled Darwin Medical Centre
Replied on 16 January 2024
Hi David thank you for taking the time to write a positive review about the service you have received from the team here at Darwin Medical Practice. I am pleased to hear that we met your expectation and that we were able to offer you a suitable appointment. Karen Cooper-Sollom Patient Liaison Officer
-
Review titled Telephone Reception
Rated 2 stars out of 5
by Michael McNally - Posted on 08 December 2023
I have tried over the last few days to get through to telephone reception. I either get a busy tone or I am 14th in the queue which means at least over half an hour before I can speak to someone. When I have gotten through in the past the reception team have been very pleasant but the response times are ridiculous not to mention the the time it takes to speak to or see a clinician.
Visited December 2023
Review titled Darwin Medical Centre
Replied on 12 December 2023
Good morning, Michael thank you for your review regarding the wait time to get through to the practice. We are aware of the delay on occasion to get through the practice and have been analysing the number of calls received and we are flexing our resources to accommodate demand, however we have also experienced some higher than expected levels of absence amongst our reception team that impacts our ability to meet demand on every occasion, and for this we apologise. We are looking at other ways our patients can contact us including reducing the wait time of calls by allowing calls to route to the most appropriate person here at the practice who can help. I will share your feedback with our Business Operations Manager who is responsible for the reception team. Karen Cooper-Sollom Patient Liaison Officer
-
Review titled useless
Rated 1 star out of 5
by Anonymous - Posted on 27 May 2023
takes 30 to 40 minuets to answer the phone appointments are always 4 to 5 weeks away,as for sick notes do not bother using online form they either loose it or don't get back to you,as for complaining don't bother all you get is excuses witch is never there fault,
Visited May 2023
Review titled Darwin Medical Centre
Replied on 13 June 2023
Dear patient, thank you for taking the time to provide your feedback. I am sorry that you feel the service you have received from the team here at the practice has not met your expectations. In some instances patient's will be asked to make an appointment when they are requesting a fit note, this is so a clinician can assess the medical needs of the patient and ensure appropriate treatment and support is being given. We are working with our reception team to address the wait times on the phones and have recruited a number of new receptionists recently, who will need time to train and get up to speed with protocols etc before they become fully proficient in their role. With regards to complaints, I would welcome the opportunity to discuss your particular concerns directly and can be contacted on 01543 682654 - Karen Cooper-Sollom Patient Liaison Officer
-
Review titled very confusing
Rated 1 star out of 5
by tony h - Posted on 31 May 2023
after spraining my knee i filled in a online fit note after waiting over a week i contacted Darwin to find out whats going on and why they haven't got back me regarding the matter.I was then informed with no reason given that they will never ever give me a online fit note and i had to either walk down (no regards to my knee and discomfort)or phone so after a long wait on the phone got a appointment for 4 weeks away.
Visited May 2023
Review titled Darwin Medical Centre
Replied on 13 June 2023
Hi Tony thank you for taking the time to write your review and bringing your experience of using the online service to our attention. My name is Karen Cooper-Sollom and I'm the Patient Liaison Officer here at Darwin Medical Practice, in my role I deal with feedback from patients and welcome the opportunity to discuss individual situations so I can understand them in more detail and look for ways to learn and improve the service we provide. I am sorry that we did not meet your expectation when you requested a fit note via the website, but would like to explain why in some situations we may take a different route to supporting patients. If a patient requests a fit note and they either haven't been seen in surgery by a clinician with their health problem or there is no supporting paperwork from a third party health provider ie A&E then the clinician may ask to see the patient to assess their medical needs and ensure they are receiving the appropriate medical care and support, this may include issuing a fit note and the clinician may discuss and put additional supportive measures in place to help with the patient's recovery. As mentioned earlier I am more than happy to discuss your particular situation directly so please feel free to either call me on 01543 682654 or email patientliaison.darwinmedicalpractice@nhs.net detailing your specific experience. Karen