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 Dreadful process to make appointment
Rated 1 star out of 5
by Anonymous - Posted on 15 December 2023
I called 300 times to get through for telephone appt . My phone did not ring but voicemail left and text to say I missed call. This time 200 attempts to get through. Finally had call back to say I needed to attend surgery with my issue (could have been told initially) waited till 4pm no return call. Called 150 times and was number 4 in queue for 20 mins so put phone down and returned to surgery to be told they’d had emergency ( common excuse they give) and that go would review soon. He then called and issued antibiotics which weren’t ready. So 3 visits to surgery 650 calls and 3 hours 10 minutes of my day wasted. Gp was very polite and concerned ( did have to go back 2 days later as antibiotics made me ill to be told these ones often do that? And changed I’ll leave it to you to decide whether this is in any way better than it used to be or in fact worse. Time to move gp I think My friends and family have moved and are getting appointments, referrals etc and one found out that his neck pain he kept getting fibbed if with painkillers for was in fact a serious neck issue needing immediate attention. The last time I had face to face with serious pain I was asked what I thought had caused it, I said I didn’t know and response was neither do I and that was end if conversation As I said I’ll leave the only possible conclusion to you?
Visited December 2023
Review titled Hill Top Medical Centre
Replied on 04 April 2024
Dear Patient, I am very happy that you felt supported by the practice and the advice you were given will help you. I will pass on your comments at our next practice meeting. Kindest regards Linda Jones Practice Manger
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Review titled Good practice
Rated 3 stars out of 5
by Douglas Screen - Posted on 20 December 2023
I went to the doctors yesterday and was very disappointed with the outcome the doctor didn't do anything to help me. I would have liked to see a professional doctor but I was told I couldn't see one. We have been with the practice for over 30 years and now it seems that it has deteriorated. I had run out of tablets 2 days ago and still I have not had them.
Visited December 2023
Review titled Hill Top Medical Centre
Replied on 06 April 2024
Dear Mr Screen, Thank you for your feedback detailing your dissatisfaction with your appointment, and that you had not received your medication on time. I am very sorry that you felt that the clinician you saw did not do anything for you, and understand you must have felt very upset about this. We always aim to treat all of our patients to the highest of standards and I am sorry that you felt that this did not happen on this occasion. I appreciate that your appointment was made with a Physician Associate rather than one of our GP's. I can only surmise that all GP appointments were already taken for that day and our reception team wanted to make sure you were seen as soon as possible. I note that you saw a GP around 2 weeks later with this and a further problem you were experiencing. I do hope that this consultation met with your expectations and that you are now fully recovered. With regards to your medication, I am afraid that I would need more information to be able to investigate this fully for you. For example when this was ordered and what the medication was. If you can contact me on 0121 506 6850 with those details I will be happy to do a full investigation and feedback to you as to why this happened. Once again, I would like to thank you for your feedback - this helps us to improve our services and provides a catalyst for reflection and change. I will make sure that your comments are discussed at our next practice meeting. Kindest regards Linda Jones Practice manager
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Review titled I can see improvements - keep it up!
Rated 4 stars out of 5
by Mr Alastair Richards - Posted on 28 December 2023
I can see the below comments... and yes, it is true, and sympathise, you do have to ring about 200+ times on any usual morning to get through, but I guess that is just down to simple numbers/demographics... too many patients, not enough doctors/staff. There has been a lot if change recently and I am starting to see it. The reception staff are more polite and helpful. The doctors (especially a doctor I saw on the 20th November 2023) extremely helpful, I always re-ask for this doctor (can't mention name/gender or comment will be rejected). But my overall comment, is that I can see improvements and I do genuinely believe the new doctors/staff there are trying there hardest to fix things. The only main issue, which appears to be in 80% of other people's comments is the fact you have to ring hundreds of times to get through in the mornings. Why don't people leave a comment or make a suggestion as to how to try and fix this issue? What would you do to try and fix this issue if you were Hill Top Medical Centre? They have set up a suggestion box and patient group, asking for people's help on this issue. Anyway, too much 'whaffle' from me. My own personal opinion... I can see improvements. Keep up the good work.
Visited December 2023
Review titled Hill Top Medical Centre
Replied on 04 April 2024
Dear Mr Richards, Thank you for your thoughtful, positive and supportive feedback. We have listened to patients feedback, and as a result we have aquired a replacement telephone system which puts patients in a virtual queue - meaning you can call the surgery, join the queue and then put the phone down. The new system will then call you back when it is your turn in the queue. We are confident that this will make contacting the surgery much easier for our patients. I very much appreciate your comments regarding one of our GP's and also seeing improvements at the surgery. We have made many changes to the running of the practice, and every one of these has been to improve care of our patients. Within your final comments - yes, we are always looking for more patients to join our PPG to help us make our surgery the best it can be. Thank you for suggesting this for anyone reading your feedback I will make sure that all staff are aware of your positive and constructive feedback, Kindest regards Linda Jones Practice Manager
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Review titled Practice turnaround for the better
Rated 5 stars out of 5
by Heidi Pearse - Posted on 13 January 2024
I have to say hats off to the surgery for a complete turn around on the apt part . I’ve personally been with the surgery for many many years and I have to say I have always had a great service from them even when they weren’t at their best so I can only give my opinion but I have always found the staff friendly and helpful and have always been offered an apt be it nowadays via a telephone apt which is fine with me . I understand times have changed how surgeries work but I have to say I have always had a good experience and outcomes from this surgery . Keep up the good work
Visited December 2023
Review titled Hill Top Medical Centre
Replied on 04 April 2024
Dear Ms Pearse, Thank you for your feedback. I am so glad that you have remained happy throughout the transition of appointments to either telephone or face to face following Covid. Thank you for your comments regarding our friendly and helpful staff, who work extremely hard to give the best patient experience they can. I will of course discuss this at our daily meeting and also our monthly practice meeting. Our staff will be very happy to hear your words of praise Kindest regards Linda Jones Practice Manager.
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Review titled Understanding and Good Advice
Rated 4 stars out of 5
by Anonymous - Posted on 14 December 2023
I feel like the advice/support that’s offered to me will help me get into the right direction moving forwards
Visited December 2023
Review titled Hill Top Medical Centre
Replied on 04 April 2024
Dear Patient, I am very happy that you felt supported by the practice and the advice you were given will help you. I will pass on your comments at our next practice meeting. Kindest regards Linda Jones Practice Manger
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Review titled Great improvements
Rated 5 stars out of 5
by Angela Merryweather - Posted on 14 January 2024
The surgery has greatly improved over the past few months. The initial contact via the receptionists is much better. They respond with empathy and do their best to get you a call back if not a face to face appointment. Well done on the improvements
Visited December 2023
Review titled Hill Top Medical Centre
Replied on 04 April 2024
Dear Angela, Thank you so very much for your feedback. We have been working extremely hard to improve our patient experience and our reception team will be so happy to hear your word of praise. I will make sure that your comments are discussed at our next monthly practice meeting, and also at our daily meeting. Kindest regards Linda Jones Practice Manager
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Review titled Absolutely disgusting
Rated 1 star out of 5
by Anna - Posted on 30 November 2023
After calling the surgery over 200 times from 8am for 4 mornings in a row and then waiting over 1 hour to actually speak to an unprofessional receptionist to be told no appointments. This surgery is getting ridiculous things need to change or you will find yourselves in previous situations where the patient has been failed by your service ! Don’t bother replying to this statement as you copy and paste the same reply to every concern as you can see on all other reviews!! Shocking
Visited November 2023
Review titled Hill Top Medical Centre
Replied on 06 April 2024
Dear Anna, I am so very sorry that you have been having trouble getting in touch with us, and feel that our receptionists are unprofessional. We have listened to feedback from patients like yourself with regards to the telephone system and have now had this replaced our. Our new system allows patients to be held in a virtual queue, meaning that you can get on with your day as long as you stay in earshot of your phone. The system will automatically call you back when it is your turn in the queue. You will no longer have to call dozens of times. Our receptionist work extremely hard to help every patient who contacts our service. Unfortunately the NHS is under an ever increasing strain where demand outstrips capacity. Our receptionists are trained to "signpost" patients to other services when, and if this is appropriate. I am very sorry that you were unable to get an appointment when you called and I very much hope that the new system helps you and all our other patients to access our services easily. Thank you for your feedback - I will make sure that your comments are shared with the whole team in our next practice meeting. Kindest regards Linda Jones Practice manager
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Review titled Great staff so helpful and caring.
Rated 5 stars out of 5
by Amy williams - Posted on 20 October 2023
Brilliant experience today. Reception girls was so helpful. The doctors was very patient and took the time to show me pictures and help me understand. Thank you
Visited October 2023
Review titled Hill Top Medical Centre
Replied on 04 April 2024
Dear Ms Williams, I am really grateful for your positive feedback - thank you. I am glad that you felt the reception staff were helpful, and had a good consultation with our clinician. I will make sure that all staff are made aware of your lovely comments. Kindest regards Linda Jones Practice Manager
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Review titled Positive experience.
Rated 5 stars out of 5
by Joanne Murphy - Posted on 19 October 2023
Excellent experience today, as has been my experience since joining the practise 2 yrs + ago. The staff always try their best to accomodate often under challenging circumstances but always come through in my personal experience. Thank you to all for all you do.
Visited October 2023
Review titled Hill Top Medical Centre
Replied on 04 April 2024
Dear Ms Murphy, Thank you for your lovely feedback. I am very glad that you have always found your experiences at the surgery positive. I appreciate your acknowledgement that our reception teams role is often very challenging, and yet they still try their upmost to help. I will pass on your comments at our next practice meeting, where I am sure the team will be very touched by your kind words. Thank you once again, Kindest regards Linda Jones Practice Manager
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Review titled Great Practice
Rated 5 stars out of 5
by Vedalinn McRobie - Posted on 27 October 2023
I have been with have been with this practice for several years and can highly recommend it to anyone wanting to sign up with a reliable , caring and understanding group of Gp's I especially love the communication channel. For example receiving texts as-reminders. It's excellent. Had my first face to face appointment with my GP since Covid. I came away after my consultation feeling very happy and assured knowing that my concerns were being dealt with. The GP I saw was very friendly, caring knowledgeable, professional and listened attentively to my concerns. I did not feel rushed.
Visited October 2023
Review titled Hill Top Medical Centre
Replied on 04 April 2024
Dear Ms McRobie, Thank you so much for you positive feedback. I am glad that you are enjoying the ever evolving technology to help patients to access the surgery. It is good to hear that you were happy and assured following your face to face appointment with one of our GP's and that you would highly recommend our surgery. I will make sure that the GP is made aware of your feedback and will of course disseminate your comments at our next practice meeting. Kindest regards Linda Jones Practice Manager