Hill Top Medical Centre
15 Hill Top Road, Warley, Oldbury, West Midlands, B68 9DUContact details and opening times
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Reviews
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Review titled failure of service
Rated 1 star out of 5
by Richard Dodds - Posted on 15 May 2023
i received a call from the surgery wanting me to have a telephone call, with the doctor on the 19th may to discuss my health issues, i explained i would be in gibraltar then, they agreed to change it to today the 15th of may,no call received and when my wife enquired on the phone,they said they had no record of it and no appointments were available,phone in the morning. we have two children with very varied special needs, and my job takes me all over the uk and abroad. so we just can't make at least 500 calls on a morning, to be told,there are no appointments available, try again tomorrow. they called me to make the appointment,not the other way around.
Visited May 2023
Review titled Hill Top Medical Centre
Replied on 05 April 2024
Dear Mr Dodds, Thank you for taking the time to leave a comment about our surgery. This feedback helps us to improve our service in the future. I am very sorry for the mistakes made with your appointment. I can see that there was no appointment booked for the 15th May, however, because of this I cannot trace who you spoke with. I am sorry that I cannot investigate this further. I genuinely believe this was an honest mistake, and I am very sorry that this happened and the upset and frustration this must have caused you. I agree that an appointment requested by us should not necessitate you to call back to rebook, particularly that it was a mistake on our part. We recognised that our phone system was no longer meeting the needs of our patients through listening to the feedback of our patients. We therefore arranged to change this to a system which calls patients back when it is their turn in the queue. I do hope this will alleviate the necessity to call multiple times to speak with our reception team. We also have pre-bookable appointments you can self book using our online app. Please contact the surgery for further details if you feel this would be of benefit for you. Once again, thank you for your feedback. I will ensure that your comments are discussed in our next practice meeting so that we can reflect on what we could have done better to improve our patient experience. Kindest regards Linda Jones Practice manager
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Review titled In accessible service and rude staff -receptionist
Rated 1 star out of 5
by Paska Akidi - Posted on 24 April 2023
In total 258 calls this morning to get access and speak to a receptionist who was so rude and arrogant. She wouldn't even allow me to explain to her that the boys were in school so any telephone call should be after 4pm when they are back home. Communication access is a challenge with this GP, doesn't help if someone is in so much pain or vulnerable. Receptionist staff have very poor listening skills and very impatient. The practice needs to review their telephone booking system and retrain the receptionist in handling telephone services.
Visited April 2023
Review titled Hill Top Medical Centre
Replied on 06 April 2024
Dear Ms Paska, Thank you for sharing your experience at our practice. I am very sorry that you were unable to book a specific time for your sons telephone appointment. This must have left you feeling very frustrated, and that you felt the receptionist was rude and not listening to you. And also that you are having difficulty getting through to the surgery via telephone. Since taking over as manager at Hill Top Medical Centre, I have ensured that all reception staff have received further training in Customer Service Skills and Conflict Resolution as well as their usual yearly learning and development. I believe that our reception staff are now much better at listening and are more empathetic toward our patients. We have acted upon patient feedback stating that our telephone system is antiquated and not fit for purpose. We have now installed a new telephone system which calls you back when it is your turn in the queue - no more calling multiple times and sitting a queue. Thank you again for your feedback which I will ensure is disseminated to all staff. Kindest regards Linda Jones Practice Manager