Harborne Medical Practice
4 York Street, Harborne, Birmingham, West Midlands, B17 0HGContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled GP & Medical Staff Excellent Service/Bad Practice Management
Rated 3 stars out of 5
by Anonymous - Posted on 06 December 2023
I've been with this practice for over 20 years now and it had been excellent. However in recent years it has gone down hill very badly from a management side of view. The doctors and the other medical staff have always been excellent. Had no issues. This morning I waited in the queue for 39 minutes. I was only caller number 5 in the queue. During the 39 minutes I had to listen over and over again to their boring automated messages telling me that I could access most of the information on their website etc etc etc. When my call was answered the lady wasn't at all polite, no apology for the long wait and it felt like it was a hassle for her. She did book the appointment I wanted to be fair though...none of the old reception staff is left at this place and generally I feel they are not as nice, gone downhill and as I mentioned the management of the practice is awful. Such a shame for what was once an excellent practice with excellent management.
Visited December 2023
Review titled Harborne Medical Practice
Replied on 02 January 2024
Dear Patient Thank you for taking the time to provide feedback regarding your experience of our practice. I am sorry on this occasion we did not meet your expectations, as it is never our intention to cause upset to our patients, their families or carers. We recognise it may take some time for patients to get through on our phones and are aware our current phone system is not fit for purpose. We will be introducing a new system in the very near future which better meets patient need, including the provision of a patient call back service. We have dedicated and committed staff who work in difficult and challenging circumstances at times and I am sorry you feel the staff member came across in this manner. I would be happy to review the phone conversation to enable us to take any learning from this, if you would like to get in touch with your details. Some of our reception staff have been with the practice for many years and provide coaching and mentoring for the newer staff and it is therefore disappointing to know you feel our staff are as you describe. It is equally disappointing to know your views on the management team and I would be happy to meet with you to discuss these further, to see what improvements could be made. It is however good to know you feel that our medical staff are excellent, thank you for taking the time to let me know this. Please contact the practice if you would like to arrange to meet to discuss your feedback further. I will share your comments with our staff team and thank you once again for these. Best wishes Lilian Sayers
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Review titled Mixed
Rated 3 stars out of 5
by Tonya - Posted on 02 December 2023
The only thing that disappointed me was after me going into detail to why i dont want to try HRT at this stage in my menopause diagnosis and the DR activity responding she prescribed me 2 months worth of HRT. As i was asked my daughter to collect my prescription i didnt realise what had happened until i she got home. Not only did this result with me wasting £20 but I had to call back the surgery to request a call back which took place 2 working days later. Following this a prescription was made for a low dosage contraception pill which im a currently feeling more comfortable to take. Bar the waste of time, money, and frustration i was disappointed that the DR didn't apologises for her error during the call back. We all make mistakes but but when we don't acknowledge what we done by apologising we undo the good work thats been done and a lack of trust and respect starts to develop.
Visited November 2023
Review titled Harborne Medical Practice
Replied on 02 January 2024
Dear Tonya Thank you for taking the time to provide feedback regarding the care you experienced at our practice. I am sorry on this occasion this did not meet your expectations as it is never our intention to cause upset to our patients, their families or carers. I can see that we did not get things right and how we could have done better. I also recognise that we should have apologised sooner and wish to now extend an apology to you for being a cause of disappointment and frustration. We are always happy to meet with patients to discuss their feedback and would be willing to do so here. Please contact the practice if you would like to arrange this. I will share your comments with our staff team and thank you once again for these. Best wishes Lilian Sayers Business Manager
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Review titled Good telephone experience
Rated 5 stars out of 5
by Anonymous - Posted on 07 December 2023
Able to book appointment easily with helpful staff. The doctor rang within the timeframe, asked questions about my health and prescribed the required medications for collection at the pharmacy. I'm happy with the service and consultation received at the surgery.
Visited November 2023
Review titled Harborne Medical Practice
Replied on 02 January 2024
Dear Patient Thank you for taking the time to provide feedback regarding the care you received at our practice. It is great to see that you are happy with the care we provided. I will share your positive comments with our staff team and thank you once again for these. Best wishes Lilian Sayers Business Manager
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Review titled Good telephone consultation
Rated 5 stars out of 5
by Anonymous - Posted on 31 October 2023
Thank you your time today and providing advise.You took the time to explain the outcome of my mediation. A kind and empathetic manor.
Visited October 2023
Review titled Harborne Medical Practice
Replied on 07 November 2023
Dear Patient Thank you for taking the time to provide feedback regarding the care you experienced at our practice. It is great to see that our staff took the time to explain things to you and showed kindness and empathy. I will share your positive comments with our staff team and thank you once again for these. Best wishes Lilian Sayers Business Manager
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Review titled Receptionist doesn’t answer the phone.
Rated 2 stars out of 5
by Anonymous - Posted on 20 October 2023
After being initially number 8 in the queue, when I got to 2 in the queue I wasn’t given a number just the repeated drawn out recorded message, and I’m thinking someone will answer shortly, after waiting for a further 20 minutes L hung up. Not the first time I have had something like this happen, can I say if and whenever I have got through and had an appointment the GP had been Great.
Visited October 2023
Review titled Harborne Medical Practice
Replied on 02 January 2024
Dear Patient Thank you for taking the time to leave feedback on your experience with our practice. It is never our intention to cause upset to our patients and I am sorry we did not meet your expectations on this occasion. I am also sorry if it seems our staff member deliberately hung up and wish to assure you this would not be the case. We are aware our phone system is in need of an upgrade and have been in negotiations with the Integrated Care Board and our current phone provider since late Summer and can confirm we will be changing our phone system in the very near future. We will also be changing our phone message on 8.1.24 to better reflect the care options available to our patients. I am pleased to know that your experiences with our GP's are positive, thank you for this feedback. I will share your comments with our staff team. Best wishes Lilian Sayers Business Manager
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Review titled Fantastic
Rated 5 stars out of 5
by Anonymous - Posted on 20 October 2023
Great GP - saw my daughter without delay and she was very kind and understanding. I felt listened to and the GP understood my concerns. The GP was accommodating and gave me a convenient appointment time.
Visited October 2023
Review titled Harborne Medical Practice
Replied on 27 October 2023
Dear Patient Thank you for taking the time to provide feedback regarding the care you experienced at our practice. It is great to know you got an appointment at a time to suit you and felt listened to by our understanding staff. I will share your positive comments with our staff team and thank you once again for these. Best wishes Lilian Sayers Business Manager
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Review titled Horrid Appointment Scheduling
Rated 1 star out of 5
by Anonymous - Posted on 15 August 2023
The practice's process for requesting an appointment is absurdly restrictive. You have 2 times each day to phone in, 8am and 2pm--that's it. Why is there no other way to book? Why can't I call any time during open hours, or even book online (the app they formerly offered is no longer in use by the practice). I called 67 times from 8-8:12am to finally get in the queue, only to then be told appointments for the morning were full and to call back later. Are you joking?! Why can I only make an appointment for that same day and not the next day? I was in tears. It seems my options are no care or to go to A&E, which is unnecessary. When I have received care in the past it was good, but this appalling appointment system has me at my wit's end and often forces me to not even bother getting care. Shame on you, Harborne Medical. I'll be looking for a new practice that's actually accessible to its patients.
Visited August 2023
Review titled Harborne Medical Practice
Replied on 17 August 2023
Dear Patient Thank you for taking the time to provide feedback regarding the care you experienced at our practice. I am sorry on this occasion this did not meet your expectations as it is never our intention to cause upset to our patients, their families or carers. We recognise it may take some time for patients to get through on our phones and we will be introducing a system in the near future which will provide a patient call back service. Patients can book available appointments on-line and the best way to register for access is via our website: https://harbornemedical.co.uk/ Please let us know if you are having any difficulty in doing this and one of our staff will be happy to assist you. Patients can also look on our website AM and PM where we update when our GP appointments are used, although there may be other appointments available with allied health professionals. We are always happy to meet with patients to discuss their feedback and would be willing to do so here. Please contact the practice if you would like to arrange this and we can discuss the other issues you raise. I will share your comments with our staff team and thank you once again for these. Best wishes Lilian Sayers Business Manager
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Review titled Caring and conscientious
Rated 4 stars out of 5
by Lisa - Posted on 04 August 2023
After a routine appointment, I received a follow up call to return for further examination which resulted in an appropriate referral.
Visited August 2023
Review titled Harborne Medical Practice
Replied on 17 August 2023
Dear Lisa Thank you for taking the time to provide feedback regarding the care you experienced at our practice. It is great to see that you received care which you felt was appropriate. I will share your positive comments with our staff team and thank you once again for these. Best wishes Lilian Sayers Business Manager
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Review titled Really good
Rated 4 stars out of 5
by Netta - Posted on 11 August 2023
Rang in and spoke to a lovely receptionist and was seen in person within an hour. Really friendly and patient service and very helpful advice. Thank you.
Visited August 2023
Review titled Harborne Medical Practice
Replied on 17 August 2023
Dear Netta Thank you for taking the time to provide feedback regarding the care you experienced at our practice. It is great to know you were seen in that time-frame and you feel our staff are friendly and helpful. I will share your positive comments with our staff team and thank you once again for these. Best wishes Lilian Sayers Business Manager
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Review titled Needs overhauling
Rated 2 stars out of 5
by Ann-Marie Emerson - Posted on 11 August 2023
Appointment line is always busy & inaccessible. Why a phone app; covid isn't such a threat. not enough understanding gps. Prescriptions aren't always done & no reason why. Chronic illnesses are not properly supported. Mental health concerns are not monitored &/or unnoticed. Urgent scan was actually about 1 month after the identified need; good job it wasn't a bad kidney infection/stone. Having said that 2 gps are amazing when you can "actually" get to speak to them. A select few secretaries are equally amazing Much to be improved
Visited August 2023
Review titled Harborne Medical Practice
Replied on 17 August 2023
Dear Ann-Marie Thank you for taking the time to provide feedback regarding the care you experienced at our practice. I am sorry on this occasion this did not meet your expectations as it is never our intention to cause upset to our patients, their families or carers. You have raised several issues relating to patient care and it is difficult to comment on these on a platform which is in the public domain. What I can say is that we recognise it may take some time for patients to get through on our phones and we will be introducing a system in the near future which will provide a patient call back service. We also advise patients to look for online appointments or on our website where we update AM and PM when our GP appointments are used, although there may be other appointments available with allied health professionals. You do however describe some of our staff as 'amazing' and this is great to know. We are always happy to meet with patients to discuss their feedback and would be willing to do so here. Please contact the practice if you would like to arrange this and we can discuss the other issues you raise. I will share your comments with our staff team and thank you once again for these. Best wishes Lilian Sayers Business Manager