Marvellous, old fashioned surgery. They know you by name. They give you options and I see the GP that I know and who knows me. They are so personable.
Everything seems to be okay and I have no complaints as such.
I have no complaints apart from lack of appointments following blood tests. It would be better if the doctor sees the patient after the tests to know what's wrong.
The reception staff can't speak English, they don't understand what you are telling them. I always have problems with my repeat prescriptions.
Very good. They're alright. I can get appointments very quickly and it's never an issue for me. The GP is good and listens to me.
I have been with this surgery since I was born and over the years this surgery has absolutely turned into an terrible surgery to visit.
In Jan 2025 due to my health conditions I have had to visit and call in a few times. One of the days I called like normal and the rude person on the phone was very huffy and puffy not giving me a moment to speak and bluntly told me that they would not be able to take my call as I was calling from an anonymous number. I have not changed any of my telephone settings etc. so I never knew that my phone was calling anonymous/private number. I really do not understand why this is an issue. But when I did get an edge way in to ask why, she blurted out that they need to be able to call patients back? Have they ever!
This feels like discrimination and utterly disgraceful, what if a person didn't want to share their number due to safety, abuse, were at work or other reasons. You can not just slam the phone down on patients who have waited a long time to get through to their awful phone line system.
I have been reading the reviews and the practice have been replying back to a lot of the patient reviews. They have no respect for the patients, you have to remember that people are humans and not your cash cows. These patients that call in are vulnerable, they need help and do not need to be treated like rubbish.
I have complained over the years to the Practice Manager, with no reply, however they seem to have the time to reply to reviews, how this surgery is still operating I will never understand.
Dear Patient
Thank you for your review. Please accept the Practice\'s sincere apology for any distress caused. Please be assure that the Practice Manager certainly responds to all concerns and complaint and this is done on the same and the next at the latest.
Please leave you concern at Reception and the Practice Manager will contact you within a day.
Kind Regards
Coventry Road Medical Centre
I was seen an hour late but the staff were very helpful.
Really cannot make this up. How does one go about complaining about a GP practice? No point complaining to the practice manager because she is dismissive. The GP - with her demeanor, really was not behaving like a GP, asking me what I think about the next course of action. It was just unsettling to know that the quality has dropped to such a degree that surely patient safety is compromised.
Dear Patient.
Thank you for your review. I do not however fully understand what the complaint is. The GP would not be asking you what the next course of action should be but would be including you in the decision making process. The Practice Manager does deal with all concerns and complaints in a fair and timely manner. You are welcome to leave a message and you will receive a timely response.
The problem is getting appointments. You wait for a long time on the phone and then they are all gone. There are also no interpreters at the GP.
Dear Patient
Thank you for your review. The Practice operates a telephone triage system where all calls are taken then signposted to an appropriate member of the Practice skill mix. This avoids wastage of appointments and determines the Patient will receive the appropriate clinical care. There may be times as it is generally the case within the NHS as a whole, where you may be waiting on the line for longer than desired. Your patience in these cases is appreciated. The Practice does offer an interpreter service and this is at the point of your consultation. General Practice unfortunately do not have interpreters available when you initially contact the Practice. This is not just the case at this Practice but within the NHS as a whole. I hope this helps.
I can't get an appointment. I need interpreters. My children can't do it nor me. You wait on the phones for an hour and all appointments have gone.
Dear Patient
Thank you for your review. Unfortunately the NHS does not have a service where interpreters answer the telephone at the point of your contact. Upon request you will be a booked an interpreter for you consultation. As you are aware the Practice operates a telephone triage system and this is to ensure all patient receive clinic care at the point of contact. From this triage system you are then signposted to the appropriate member of the skill mix team. There may be occasions due to high demand where you will be waiting for a longer period of times than desired. This is the case within the NHS as a whole. Your patience is appreciated in this matter. You would however not be waiting for an hour every time you contact this service as we have Patients who manage on many days to contact the Practice more than once in a triage session. I hope this helps.
Very challenging to get an appointment and if you get one it's always with a locum doctor.
Dear patient
As you will be aware, the Practice operates a clinical triage line where the Patients receives clinical care at the point of contact. they are then signposted to a relevant member of the clinical team. This ensures all cases are dealt with appropriately and in a timely manner. There may be occasions where you will be waiting for a longer period of time than desired. Your patience in this matter is appreciated. Patients, on occasions will be consulted by a locum GP. This is in cases where regular staff are on maternity or annual leave. Due to regular staff requiring a work/life balance, this is unavoidable. I hope this helps.
Very good service. No problems or issues.
The GPs are good but I am having problems with repeat prescriptions. It's always late and incomplete.
Dear Patient
Thank you for your review. The Practice protocol requires three working days to complete your prescription request. I am not aware that this is not the case. Please accept my apologies if your experience has been different. Please feel free to leave a message for the Practice Manager on the next occasion and the issue will be dealt with and you will receive a timely response.
Fine. I can see them the same day. There are 2 or 3 doctors and they are okay.
They're a bit better. They prioritise the health of the individuals and I feel listened to.
I have diabetes and they gave me an appointment. I take metamorphin and cholesterol capsules. If I call after 9am, they have no appointments. They used to be so helpful but they are not now since Covid.
Dear patient
As you will be aware, since Covid the Practice operates a clinical triage line where the Patients receives clinical care at the point of contact. They are then signposted to a relevant member of the clinical team. This ensures all cases are dealt with appropriately and in a timely manner. There may be occasions where you will be waiting for a longer period of time than desired. Your patience in this matter is appreciated. It is not however the case that you will not get through to the triage line. We regularly have Patients who telephone on more than one occasion in the same session and manage to get through. Monday sessions seem to be the busiest. On the odd occasion where you are not able to get through please do try in the next triage session. if unsuccessful after three attempts, please leave a message for the Practice manager who will investigate and you will be contacted with a response, in a timely manner. I hope this helps.
I was referred through the doctors to the Women's hospital, maybe waited a little bit of time to get through to the GP and hospital appointment. But being allocated to a midwife was quick. Normally takes a long time to get an appointment at the surgery but now I am pregnant, it's quicker.
Poor administration and management staff as of late. After 30+ years of being a patient here, i have seen the service decline. The last few years have been particularly shocking.
Prescriptions are ordered but are often processed incorrectly, staff are unhelpful and admit to being poorly trained, they are unable to advise on basic surgery policies and the go to answer is to contact the practice manager or send an email to a generic address. The website is also not helpful when searching for said policies.
Practice manager removed me from the gp list without notice or contact, then refused to come on the phone to explain this decision. no threats, verbal abuse or profanities had taken place in the call that was cited as leading to her decision. Totally unprofessional and uncalled for. A gross misuse of power in response to me questioning their broken process when i feared i would be left without medication over Christmas closure, despite ordering it well in advance.
Complain or ask a question they cannot answer at your own risk - instead of fixing the process or improving training to serve patients better, you may recieve a surprise letter in the post as did I.
Why fix the issue when you can strike off a patient who raised it.
Where basic services are apparently problematic to get right lately, a working complaints policy probably shouldn't be expected, my bad.
The doctors are generally good though, shame they are let down by the support staff and ineffective practice processes.
Despite some of the snap responses from the surgery seen in previous google reviews, you will find the same issues around process, staff, complaints, prescriptions, policies, training reoccur time and time again. If only the same energy was put into service improvement, the need to clap back at negative reviews probably wouldn't exist.
July 21 had tiredness and was been referred to long Covid clinic. Asked GP as I am struggling give me appointment and suggestions on medication but GP and long Covid doctor both saying it’s the other person’s responsibility and no one is taking responsibility.
Dear Patient
Thank you for your review. I do not however fully understand the issue from your comment. Please contact the Practice clinical triage line for clinical care and advice. If there is an issue with the process of doing so, please leave a message for the Practice Manager who will contact you for further support. I hope this helps.
Can’t get an appointment and even when I do its with nurse. Poor communication and advice most of time by reception staff.
Dear patient
As you will be aware, the Practice operates a clinical triage line where the Patients receives clinical care at the point of contact. They are then signposted to a relevant member of the clinical team. This ensures all cases are dealt with appropriately and in a timely manner. There may be occasions where you will be waiting for a longer period of time than desire. Your patience in this matter is appreciated. Patients, on occasions will be consulted by a Nurse but this is only when they are the appropriate member of staff to cater to your clinical need. I work closely with reception staff in the clinical triage sessions and have not experienced them having poor communication skills or giving poor advice. Please accept my apologies if your experience has been negative and feel free to leave a message for the Practice Manager who will investigate and contact you with a response. I hope this helps.
Lack of routine appointment in advance, you have to call on the day to get one. Generally fine they are ok.
Dear patient
The Practice operates a clinical triage line where the Patients receives clinical care at the point of contact. they are then signposted to a relevant member of the clinical team. This ensures all cases are dealt with appropriately and in a timely manner. This also avoids any wastage in an already strained health care system. I hope this helps.
In the past have had many issues with the receptionists - very rude, sound patronising at times and could just be a lot friendlier.
Trying to get an appointment with a gp is a nightmare. There are only 2 hours in the day where appointments can be made (9-10am and 2:30-3:30pm) These hours do not cater for working people, like myself who work in schools. When I have raised this with them, they basically say there's nothing they can do or get someone else to call on behalf - what if we don't want to share personal matters with others? Just ridiculous reasoning and no effort to accommodate patients needs.
When I have rang in to make an appointment, sometimes the waiting time is very long - even being number 1 in the que, I have waited somewhere between 12-15minutes at one time. This is not acceptable when we are having to excuse ourselves from work to make the call bang on at 9, with limited booking timings and asking for time out the classroom.
Recently, I called in regarding a severe reaction, this has happened may times using sun cream products, even those labelled for sensitive skin etc. So I called to ask if there is anything that can be done to test my skin for allergies, so that I am aware of what to avoid. The doctors 'professional advice' was take some anti-histamine and avoid using sun cream altogether! Absolutely baffled me with that response..then the line disconnected. I rang back, now number 7 in the que, waited for a very long time to get through and reminded them I rang a bit ago, then they apologised to say they are having some issues with their phone line and calls keep disconnecting. If you know you have issues with your line shouldn't patients be informed at the begining of the call and shouldn't they ring back a patient, rather than making them ring again and wait in the que again and waste time. Need some improving on basic etiquettes and phone manners!
Overall, the service at this surgery has gone down in the dumps. I don't feel valued or in good hands here. My daily have had bad experiences just recently too. We are looking in to joining another gp!
Dear patient
As you will be aware, the NHS as a whole is experiencing unprecedentedly high demand. For this reason the Practice operates a clinical triage line where the Patients receives clinical care at the point of contact. they are then signposted to a relevant member of the clinical team. This ensures all cases are dealt with appropriately and in a timely manner. There may be occasions where you will be waiting for a longer period of time than desire. Your patience in this matter is appreciated. As this is due to high demand this delay may be unavoidable. It has been found that Monday and Friday seem to be the busiest days. Telephoning in the middle of the week may reduce your wait time. I work closely with reception staff and have never experienced them to be patronizing or rude. There may be occasions where them explaining systems and protocols of the Practice can be misconstrued as patronizing or rude. Please be assured that in these cases this is not their intention. In future if you feel your experience is of a negative nature please feel free to leave a message for the Practice Manager who will investigate and contact you with a response.
Very rude attitude and cannot deal with my childs eczema properly.. have to remind them about their previous prescriptions that they have prescribed.. and even then they are slow lazy and very un welcoming..
Good service as i can still access the GP, although it is through the receptionists
Always very polite.
because of pandemic they have a triage system where the doctor diagnoses patients over the phone without looking into their history. receptionists relay symptoms to doctor who is there at the reception ready to advise the receptionists who then relay the information back to the patient.
So much can go wrong with this sort of triage system. Simply awful.
Doctors pre covid were just as bad, this particular has a track record of hiring really bad doctors.
Dear Patient. Thank you for your review. As you are a clinical triage system user at the Practice who will be aware of the process and its clinical safety aspects. All relevant information pertaining to the Patient illness is taken by the GP and Patients who require an appointment are booked with an appropriate healthcare professional. Due to the unprecedently high demand within the NHS post Covid this system ensures all cases are dealt with appropriately and in a timely manner. Please leave a message for the Practice Manager, should you require further information or clarification pertaining to the systems of the Practice.
Rang for medication for mouth ulcers and in a lot of pain, was told to call back at 11 for the medication then told to call back at 1 then at 3. When called up at 3 I was in a lot of pain and the receptionist refused to listen and hung up. Upon calling again they hung up again and then Didn’t answer my call. How am I suppose I receive medication if I can’t even speak to anyone?
Dear Mr. Khan
Thank you for your review. I am not however able to comment on this matter as I do not have any information pertaining to the details. I can however assure you that what you describe is not the normal protocol of the Practice. if something genuinely goes wrong please do not hesitate to leave a message for the Practice Manager who will investigate and respond accordingly.
Doctors don't really care. Why does this surgery have consistently bad doctors? Rushed and chaotic time with the doc . One doctor is nice enough but does not quite have the skills required to conduct a compassionate consultation. Its a common theme with this surgery. Would not recommend.
Dear Patient
Thank you for your review. Coventry Road Medical Centre staff are all appropriately trained and offer a safe and effective service to all Patients. Appointment slot are ten minutes in duration and to avoid delaying the next Patient, you are required to attend with one problem per appointment. Please be assured you will not be rushed within that ten minute slot with your one problem. If you do have a second issue please contact the telephone triage line to book another appointment.
Appointments are hard to get. Been with the same GP for nearly 40 years. Care is ok. No real problems or issues. When I needed an emergency appointment I’ve ended up having to go to Hospital A&E or the walk in centre, not good if an emergency because have to wait for ages.
They have given wrong information on a number of occasions, staff are rude. They have sent my details to the wrong address and are very poor with care.
Dear Patient
Thank you for your review. I am not certain of the issue you refer to. Please do feel free to contact the Practice and leave a message for the Practice Manager who will investigate and respond accordingly. I hope this helps.
Okay
Okay
Terrible
Dear Patient
Thank you for your review
Please feel free to leave a comment at Reception. The Practice Manager will investigate and respond accordingly.
Dr, i was informed, prescribed a steroid cream for eczema describing it as a "very close substitute" for an wvery day topical moisturiser. how can anyone have faith a doctors judgment who cannot differentiate between the different types of eczema creams. its beggars belief. they also have non doctors or "prescribers" who see patients. Doctors are very brusque and really not interested in delivering good care to patients. its a numbers game for them, which is a sad and sorry state of affairs.
Dear Patient
Thank you for your review. Prescribers of medication are appropriately qualified to prescribe eczema and all other medications at the Practice and only staff who are licensed and qualified to prescribe, do so. I think you may have required further information or clarification on this occasion. In future if you face a similar situation please leave a message for the Practice Manager who will investigate and if required a second clinical opinion can be made available to you. I hope this helps.
Doctors provide decent service, appointments not always available, reception team uncooperative sometimes.