Four Oaks Medical Centre
Carlton House, 18 Mere Green Road, Sutton Coldfield, West Midlands, B75 5BSContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled incompetent service
Rated 1 star out of 5
by Anonymous - Posted on 15 November 2022
My family & I have been patients of this practice for 16 years, over which we have received a complete mixed bag from atrocious to outstanding levels of service from reception staff & GP's alike. Always outstanding from any nurses, I have to say. I had come to the conclusion that we needed to find a better Gp surgery just before Covid(Mar2020) as the level of service had been at its worse for a good couple of years prior, and I just couldn't see any improvements. But all the surgeries in my area are now in part of Sutton Coldfield Group Practice, so I will get the same level of service even if I move. Over the last 3 months I have tried to make appointments to talk or respond to Doctors that have text messaged me and I have called several times a day always after 11am as there automated message suggests, and tried online every day also; I have managed to get through to a secretary twice, & both occasions they were polite and dealt with my queries effectively & efficiently. My doctor sent me message last week to make an appointment with him, again I have called every day after 11am and at other times of the day without success, only for the automated system now tells you straight away that all today's appointments are booked and if you need to speak to a secretary to stay on the line and then you get 5 options : I have tried every option just to speak to someone and every option says all secretaries are busy and to try again another time and then you are left with a dead line tone! So I have managed to book an online appointment with my doctor exactly a month from now, luckily my condition isn't urgent and I can wait for that appointment. Your current service is massively failing all of your patients, especially the elderly& most vulnerable, the NHS and taxpayers as a whole. Your telephone service is not fit for purpose, neither is your online service, it does not meet the requirements of your patients for even the most minimal & basic levels of enquires & care. Its more times consuming, without patients being able to get through most times and therefore not cost effective for any party involved, including the surgery itself & the Nhs. I wonder how many bad reviews it will take for the Care Quality Commission to inspect your group, or do patients need to formally complain to them direct. If the GP's in this group are not salaried and Practice Partners, you need to look at your Website/App/ telephone systems and practice management processes, as they are seriously failing and not fit for purpose; it would be interesting to see what outcomes your Nhs contract ask you to deliver and at what price to taxpayers. I'm sure there are some FoI requests in there that need to submitted! I hope you have the foresight to take on board your patients negative reviews/complaints & implement processes and best business practices that can meet and exceed the most basic levels of communication and care that all your practices should be delivering on.
Visited November 2022
Review titled Four Oaks Medical Centre
Replied on 17 November 2022
Dear Patient We are sorry to read of your experiences at the surgery and we value patient feedback to continually improve our service delivery. We acknowledge that our current telephone system could be better and within the next two weeks we are installing a new system that will include a call back service which will hold you in the same position in the queue Our website has options for contacting the surgery, ordering prescriptions, requesting MED 3s and referrals and also lots of other options. We have a team of staff dedicated to dealing with these queries in a timely manner. We are sorry that you feel it is time consuming to use this service. We would be interested in discussing your feedback directly and assisting you in booking the appointment you require. If you could please contact us at the following email address nhsbsolicb.scgpfeedback@nhs.net with your details, we can get in touch with you. Kind regards Nicki Frost Site Service Delivery Manager
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Review titled Shambolic & badly staffed by unhelpful rude staff
Rated 1 star out of 5
by Anonymous - Posted on 09 November 2022
My son has been unwell with stomach pains for 4 weeks now,unable to get an appt despite many visits to the surgery ,resulting in him taking time off work . 5 hrs in Ae without being seen Again he visited AE after feeling poorly on Saturday 5/11/22 where here was taken to emergency care The doctor has recommended he has urgent blood tests to be organised through his GP,no chance again of an appt ,always the same excuse (come back in at 8 am in the morning.) visited this morning at 815 am to be told someone will call you between 9 am & 1pm today No one has called !!! This practice should be shut down
Visited November 2022
Review titled Four Oaks Medical Centre
Replied on 17 November 2022
Dear Patient We are sorry to read of your experiences at the surgery and we value patient feedback to continually improve our service delivery. We would be interested in discussing your feedback directly and assisting you in booking the appointment you require. If you could please contact us at the following email address nhsbsolicb.scgpfeedback@nhs.net with your details, we can get in touch with you. Kind regards Nicki Frost Site Service Delivery Manager
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Review titled Shocking
Rated 1 star out of 5
by Anonymous - Posted on 16 December 2022
Shocking service. This place needs to be investigated. Since the takeover, appointments are impossible to make. Constantly having to chase for blood test results/updates. The only way to even attempt to get an appointment is by queuing in the morning. Not great for anyone that’s sick and particularly when you’re in your late 60s, told you may have cancer, and can barely standup.
Visited September 2022
Four Oaks Medical Centre has not yet replied.
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Review titled Upsetting interaction with receptionist
Rated 1 star out of 5
by Anonymous - Posted on 16 August 2022
I called four oaks medical centre on behalf of an older and vulnerable family member about whom I was concerned and to explain that my Dad had sadly recently passed away very unexpectedly- this was relevant to my family member's care as it had had an emotional impact on him which I felt his doctor needed to be made aware of. It was difficult to have to explain circumstances of my lovely dad's passing on the phone especially given it has been such a shock to us and the receptionist had absolutely no time to listen to me. She offered no condolences and cut over me to say that she didn't have space to write all of this on a form and what actually was the problem that I was calling about please? She ascertained that I wanted the doctor to know that my dad had passed quite bluntly and then went to end the conversation before I could explain anything about the family member that I was calling about and my concerns about him specifically. When I asked if she could just let me outline this quickly- I always take care to be polite as I know how terribly busy surgery staff are- she cut over me again and said that they had all his records on hand and that there was nothing that I needed to add. This meant that I did not get to outline my concerns about the medication which he had recently been moved onto and to stress that I just wanted him to be given some reassurance about testing and options available to him and general TLC to enable him to feel listened to at an upsetting time. I had been very anxious to make the phone call and the offhand manner and lack of gentleness with which my family's difficulties were dealt with made me cry afterwards. I am only a young lady and I very rarely call for doctor appointments- this made me feel like I was just a waste of time.
Visited August 2022
Review titled Four Oaks Medical Centre
Replied on 17 August 2022
Dear Patient, My name is Ed Essad and I am the Patient Contact Centre Manager for Sutton Coldfield Group Practice. Thank you for getting in touch with the Practice and outlining the poor level of service you received from us. Please accept my condolences on the passing of your Father and my apologies for the poor interaction you received from us during this difficult and distressing time. This is not the level of service I would expect from my staff and I will be addressing this without delay. In order to address this thoroughly, can you please email me at edmond.essad@nhs.net as soon as possible informing me of the date and time you called and the telephone/mobile number you called from. This information will allow me to find the recording of the call and identify the staff member you spoke to. This information will also allow me to contact you directly to apologise personally and discuss the steps I will take to address this to ensure no one else receives this poor level of service. Once again, please accept my apologies and rest assured that I will address this once I have the information needed to identify the member of staff. I look forward to receiving your email. Sincerely, Ed Essad Patient Contact Centre Manager Sutton Coldfield Group Practice
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Review titled Great Practice
Rated 5 stars out of 5
by Anonymous - Posted on 26 September 2022
Rang at 8 . 51 in queue went down very quickly. Spoke to very kind and helpful person.Dr rang exactly on time listened to husbands problem,dr had read the history, explained everything prescription sent to pharmacy. Well done to the simple efficient system thank you
Visited August 2022
Review titled Four Oaks Medical Centre
Replied on 08 May 2023
Thank you for your positive feedback and will be well received by our Team. Kind regards Maxine Rowley (Service Delivery Manager)
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Review titled Inadequate Online facilities
Rated 1 star out of 5
by Kirk - Posted on 30 July 2022
it is impossible to use the online system to alert a Doctor of issues and allow them to consider the ongoing options which might be a prescription review, alternative treatment or the need for urgent action. There is no way you can identify if your concerns are being considered other that to clog the system up by booking an appointment and that is by no means a simple matter with long waiting times for call to be answered and the likelihood of getting a telephone appointment in a couple of weeks time if you are lucky. The system isn't working and needs a complete overhaul.
Visited July 2022
Four Oaks Medical Centre has not yet replied.