Jockey Road Medical Centre
519 Jockey Road, Sutton Coldfield, West Midlands, B73 5DFContact details and opening times
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Reviews
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Review titled shocking practice
Rated 1 star out of 5
by Anonymous - Posted on 09 November 2022
I have spent mornings trying to get through for an appointment , having work I cannot just sit on the phone for an hour every morning. Visiting Tesco's I decided to try and speak to receptionist directly to book an appointment on a Thursday afternoon , I was told that all appointments were gone and to ring at 8am following morning. When I explained that I had tried several times with no success the receptionist replied that I would just need to try again. The reception staff at this surgery have no compassion whatsoever and are no better than Robots, as I write this I have spent the last 25 minutes trying to get through but cannot even get in the queue. The system is seriously flawed.
Visited November 2022
Review titled Jockey Road Medical Centre
Replied on 17 November 2022
Dear patient I am sorry you have had a bad experience when trying to book an appointment at the surgery, unfortunately there is currently a high demand for appointments and although we do try and accommodate all of our patients that require an appointment it isn't always possible, however I do appreciate that it is very frustrating when you are sitting on the phone waiting and also when coming into the surgery. I can only apologise if you thought the receptionist had no compassion when you explained the difficulty you were having which I will feed back to all of the team at our next meeting. We are always looking into ways of providing more appointments and also liaising with the telephony team to make improvements. I would be happy to discuss the matter further if you would like to email jockeyroad@nhs.net and address it for the Senior Regional Manager. Kind regards
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Review titled unprofessional service
Rated 1 star out of 5
by R L - Posted on 14 October 2022
Same old story staff do not answer the phone after waiting for 1 hour 10 minutes I decided to drive down to the surgery my phone was still ring when I went in a member of staff sitting at the desk and ignoring the phone. The excuse there are only two of them in fact there was three so beware they just ignore the phone. My prescription was not fulfilled because the staff said it had to be reviewed however they didn't inform me or get my prescription reviewed hence ran out of tablets. These issues are repeatedly raised but never addressed just a bland answer 'thanks for raising this with us' Also received a text to contact the surgery with no reason given when I did I was told that aomeone would get back to me I then received a further text 5 mins later saying to phone for an appointment which I couldn't get as no one answered the phone after an hour. I had to go to the surgery to ask why the appointment couldn't be booked when I first phoned to be told its an electronic service a ridiculous excuse as it takes a person to enter it on the computer. Totally disgraceful and unprofessional
Visited October 2022
Review titled Jockey Road Medical Centre
Replied on 17 October 2022
Dear Patient I am sorry you have had a bad experience when trying to get through to the surgery and obtaining your prescription. As you can appreciate the demand for appointments is currently very high and the reception team work very hard in trying to answer as many calls as possible as well as dealing with the patients at reception, the clinical team and the other day to day duties involved. Medication reviews are dealt with by our pharmacy team and not the responsibility of the receptionists and the text messages are often sent out by other departments so when you spoke to the receptionist as to why you had received your text they would have had to check to confirm. I apologise if you feel you have had an unprofessional and poor experience but if you would like to discuss the matter further, please email jockeyroad@nhs.net and put it for the attention of the Senior Regional Manager
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Review titled Cut off
Rated 1 star out of 5
by Anonymous - Posted on 16 September 2022
It's very rare I need to see/speak to a GP but today I rang in the hope of a appointment either face to face or telephone. Currently on annual leave from work so rang bang on 8am, constantly engaged, at the 35 attempt I get in the queue, no 13, 13 mins later I am number 1 and wait, the phone is picked up their end only to be put straight back down. Call again, no 12 in the queue. I give up, I don't have time to queue as need to go care for my mum today. I will have to try again but extremely hard due to being at work at 8am 4 days a week. What has happened to booking online? I fully understand the pressure on GP services but this isn't the first time this has happened and my experience of speaking to reception staff both in person and over the phone on previous occasions has been unpleasant too. No manners, very rude and refuse to listen. I don't like to complain and as I said it's rare I need to call but this service is shocking and unexceptable.
Visited September 2022
Review titled Jockey Road Medical Centre
Replied on 29 September 2022
Dear Patient I am sorry you have had difficulty getting through to the surgery to book an appointment, unfortunately the demand for appointments is extremely high at the moment and the reception team are working very hard to try to answer as many calls as they can. I would not expect any of our reception team to put the phone down on anyone so I can only assume that the call was cut off. We still do offer on-line appointments but again they do get booked up very quickly. I would also not tolerate any of our staff being rude to any of our patients or visitors to the surgery but of course we take our feedback very seriously which I will pass onto the team. If you would like to discuss the matter further please contact the surgery and ask to speak to the Senior Regional Officer.
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Review titled Shocking
Rated 1 star out of 5
by Anonymous - Posted on 31 August 2022
I rang for an appointment and was directed to badger health services instead. I went miles away to attend only to be told that I shouldn't have been directed to them as it wasn't an emergency and they couldn't help. The doctor there rang the surgery and they hung up on her. She gave me a letter saying i needed to see them urgently. I took it in. The receptionists were rude and I was passed to a "senior receptionist" who just hid behind a screen for 20 minutes while I was waiting in an empty waiting room. She then lectured me that I wasn't prepared to see the doctor with details of my blood pressure readings for the last 7 days. I then gave them to her and she just disappeared saying that I might be rung if it was serious enough. I am still waiting. While I understand there is a GP crisis, misdirecting patients, ignoring them, brushing them off when they show up , hanging up on other doctors and simply being rude, unhelpful and using every ruse to stop giving someone help makes me think that that these people are dangerous.
Visited August 2022
Review titled Jockey Road Medical Centre
Replied on 02 September 2022
Dear Patient I am sorry to have had a bad experience when trying to book an appointment at the surgery. With regards to the receptionist being rude to you we do not tolerate any of our staff being rude to anyone and we would not expect any of our staff to lecture or brush any of our patients off. Unfortunately as I do not have any of your details I am unable to investigate the issues you have raised ,however we do take feedback from our patients very seriously and I will make sure that all of the team are aware of the concerns you have highlighted in your review to ensure it doesn't happen to anyone else.
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Review titled Removed repeat prescriptions with no consultation
Rated 1 star out of 5
by Anonymous - Posted on 16 August 2022
The surgery removed the repeat prescriptions from my wife which she relies on to manage her skin condition and asthma with no consultation or contact - we found out from our pharmacy. She has now run out of essential medications. She tried several times to contact the surgery via telephone and spent hours in queues to no avail. In the end after spending 45 minutes stuck at number 2 in a queue I drove her up to the surgery where the receptionist informed us that there were two people answering phones - she pointed to two empty seats behind her which was quite comical. No one picked up a phone in the 15 minutes we were there, so the phones - during the time they advertise us to call in, after 10am - had been left unmanned for over an hour. There may be a lack of gp's, but there is not a lack of receptionists in the uk - It not hard, you are obviously making excessive profit running a service at its bare bones - employ more. As regards the prescription, we were told the items needed to be re authorised, which will take 5 days. I do not have confidence this will be done, but we will see.
Visited August 2022
Review titled Jockey Road Medical Centre
Replied on 05 September 2022
I am sorry you have had a bad experience with regards to your wife's prescription, unfortunately as I do not have your wife's details I am unable to investigate the issue that you have raised. We do take feedback from our patients very seriously and in view of the concerns you have highlighted in your review I will pass this onto all of the team in our next staff meeting. If you would like to discuss the matter further please call the surgery and ask to speak to the Senior Regional Officer. Kind Regards