"Negative experience with long GP waits"
I once waited 2 hours at the GP, first in queue to have to go to reception to find out what was going on. They told me the GP's speaker wasn't working so I hadn't been called in. There were about 30 people in the queue by 11am. They hadn't bothered seeing anyone all morning. I won't bother seeing the paramedics here as you have to wait hours to get the prescription signed off by the GP anyway.
"Waiting years for an assessment"
I have been asking for ADHD and autism assessments for years. I had to take him out of school as they wouldn't help and finally the GP has agreed but it's taking ages.
"Positive experience with clean, quiet environment"
I like this place because it's clean, quiet, bright, spacious and never feels too busy or crowded. The car park is a good size and you park for free when you add your reg which I think is good.
"Mixed experience with access and parking"
Sometimes it's okay. Yesterday I couldn't get an appointment so had to call 111. The car park is always full with staff cars so you have top wait for a space.
"Mixed experience with appointment availability"
It's been okay here. Not always good but not bad. I can normally get an appointment within a week depending on the issue.
"Positive experience with clear nurse communication"
My experience has been good so far. The nurses are good and explain everything well.
"Mixed experience with appointment waiting times"
The service has been good but sometimes you have to wait a while for the appointment.
"Mixed experience with online form process"
It's okay. You fill in the online form and they usually call you within a day. I haven't seen a GP, they usually aske for pictures. I had to do a follow up chase myself after blood tests..
"A month wait for menopause support"
I am going through menopause and have to wait for a month for an appointment. I can't wait that long. My blood pressure is so high and the meds aren't working because of my changing hormones. They just double the dosage. I want proper support as my menopause symptoms are so bad and it's affecting my entire life.
"Not too bad but can take days"
It's not too bad. You have to use the online booking system unless you cannot access it though. You usually then have to wait days unless it's for a child under 5.
"See the same doctor each time"
The GP is very good, I have no problems with them. I am able to get appointments and see the same doctor each time. I am happy to wait to see my doctor as it is not an emergency. They also give good information and advice when I ask, they are good people.
"Online form is long"
The online form thing is long. I also have to wake up at 7 to call them.
"Poor communication"
Hard to book appointments. Reception are bad and ask a million questions. They change GPs all the time. They make no eye contact. Poor communication and misses that human touch.
"Following up is good"
Good at following up and contacting the hospital to chase referrals.
"Cannot book appointments"
I struggle to book appointments as it is only online.
"The service has been okay"
The service has been okay. They give me appointments on time. My English is very poor so they always provide an interpreter for easy communication. I am presently pregnant so the GP has connected me with a midwife who referred me to book scans.
"5 attempts to collect medication"
Very poor never get appointment can’t get meds right 5 attempts in 5 weeks to collect 1 months medication, after 4 conversations with staff at reception, still not had it, disgraceful. Was told by doctor find another surgery after 26 years, now operating a illegal parking on site car park
"Completely rubbish and don't care"
Tower Hill Doctors are completely rubbish. They don't listen to patients, you have to fight to be seen or listened to, they don't care about the patients. My son has asthma and wasn't very well the other year. I tried to make an appointment and had to fight for him to be seen for him to be blue lighted in the end. I would say only 2 or 3 doctors there are actually any good. Receptionist staff are rude and unhelpful.
Dear Patient, we are sorry to hear your negative feedback for our Surgery. If you would like to speak or meet with me, please call the surgery so that we can discuss your issues.
Regards
Debbie Wykes, Patient Experience Manager
"Online system works well"
The online system works well. You click on the website, add some notes and they usually give you an appointment the next day. It works well for me. I don't need to call at all for an appointment now. I was quite ill went I went last time and I didn't feel rushed at all and was able to discuss the issue. I was prescribed medication and offered further support.
"Very bad"
Very bad in giving appointments and referring to other specialist services.
"Good GP"
The GP is good. They see me when I need them and they keep on top of my mental health.
"See me when I need them"
They do steroid injections. I went to reception and told them I needed to make a follow up appointment and they sent the request to the doctor and then they sent the appointment quickly. They see me when needed and do referrals when needed too.
"Rude staff"
The staff are rude and all appointments are online. They don't answer the phones or reply to emails.
"They have failed me"
For years now I have told doctors I am fatigued. Asked for B12 injections. But 5 years ago at 74; I saw youtube films of spina bifida & that made me realise that the NHS had failed me all my life. My mother never told me also. My step father used to punch me to get out of bed when I was very young. I suffered pins & needles, but thought it was normal. My balance is not good, had some bad falls. I suffer with brain fog.
"Dr kind & helpful"
I personally found one Dr particularly patient and very helpful with my women’s health issues. Being sympathetic and taking the time out to listen and explain in detail any medications and alternative help where needed.
"They sorted the problem quickly"
They made me an appointment quickly and gave me some antibiotics which sorted the problem.
"Can't see them"
They don't respond. You call in the morning and use the online app but it doesn't go through and you repeat it again. So you call at 8am and the line is busy and you're in a queue. Then when you do get through you're told to go to the pharmacy. They booked me an appointment that was 2 weeks away and then I got there and they said it was cancelled but no one told me. I'm still waiting for them to rearrange it.
"Listen and are helpful"
They're okay. It can take a while to get an appointment but the doctors are wicked and so are the nurses. They proper listen and are proper helpful.
"Okay when I go"
It's okay. I see them when I can. Not very often but it's okay when I go.
"Can't get an appointment"
I can't always get appointments with them. The staff are good but they will often just refer you to the pharmacy.
"Not able to call to make an appointment"
Called at 8am on the dot to see if I can get an appointment due to realising I have a large lump in my armpit which is painful and also chronic pain in my lower abdomen. I was told that I have to make appointments via the online service. I explained that the online service states that whoever looks at the form I fill in will deem whether an appointment is necessary. And even then it explains that even if I do gain an appointment it would be in Two days not same day. I explained that this is urgent as the lump is large and has increased in size and pain over the last 48hrs. Still advised nothing can be done other than requesting online for a appointment. I was informed that If I make the online request I would receive a callback from a Doctor who would gather more info and then they would take it from there.
So I filled in the online request to book an appointment. I was then sent an appointment for Monday 28th October. Didn’t receive a callback, wasn't asked for any photos. The appointment date and time I can’t make hence why I called up to book so I could ensure I could make the appointment. Since Covid the accessibility of gaining an appointment has dropped to being very difficult.
"I have changed GP"
They sat with repeat MRIs instead of sending the results to the Orthopaedic. I waited 3 years to sort the problems. I've changed GP since.
"Horrible untrained receptionist"
The receptionist needs training so does her supervisor.
Asked to attend surgery instead of asking me to fill out online registration form.
"Everyone is lovely there."
Everyone I have met there has been lovely. GP appointments are easy to get. I haven't met my midwife yet but I am sure I will soon. The GP surgery is so much better than the previous one.
"Very satisfied"
I am very satisfied with the care and treatment provided by my GP. He referred me to the Orthopaedic for specialist treatment.
"Better appointment system needed."
It's ridiculous how long you wait on the phones in the queue. As soon as your the last one the phones go off. I walk in to get an appointment now. The doctors are fine there, I have no problems. The new receptionists are better than the old ones as they are more approachable. They listen quite well and are friendly. The phone call system for appointments should be scrapped and a better system used instead.
"Difficult to get an appointment."
It's quite difficult to get appointments. Most GPs are good. It can take a long time to be called in.
"Okay but improvements could be made."
I don't have any issues with them. I'm okay with them. Getting appointments can be challenging at times, you have to phone and fill forms for the kids. The service is not bad but could be improved. The doctors are fine when you get to see them.
"Not too bad."
I'm pre-diabetic and they told me about lifestyle changes and making the correct choices. They're not too bad. I can contact them. I'm lucky to know the system and it works for me.
"Good and nice staff"
The GP is fine, no problems. They sent my husband for a check up at the opticians. They are good at giving appointments, very good. Nice staff too.
"Pharmacy first scheme was good."
I used the pharmacy first scheme when I had tonsillitis and they said the same thing. He was seen within minutes and given antibiotics which was really good. The only thing is the GP should have a list of which pharmacies are taking part.
"The NHS has failed me"
Visits to doctors over the years for chronic fatigue and tiredness: Sometimes asked for B12 injections. Last request 2 years given prescription for iron tablets. No use. NHS & family failed me. Now 78, in 1982 had incontinence & St Chad's Hospital tests revealed that I was born with Spina bifida. Saw on youtube 4 years ago that Spina bifida people need B12 as B12 loses it goodness because a chemical leaks from the spine after the operation & causes, brain fog, pins and needles in hands and legs and fatigue. It's been suggested that I may need an active B12 test.
"A kind and helpful GP"
I have a kind and helpful GP. I have received excellent care over the years.
"Good GPs"
The doctors are very good there. Sometimes it's a bit difficult to get an appointment.
"Still haven't had my medication"
Ordered my meds. They need 2 days notice. Went back a week later and it's not done. One of the things I needed was Longtec (Morphine). I had to have it! Didn't get it till the next day. Morphine withdrawal is hell.
"Needs improvement"
The service is not that good but it's the case with all the GP's. They need improving.
"Referred within a week."
Referred on from my GP within a week to the chest clinic. Really good at giving appointments. They saw my daughter face to face and referred her on quickly too.
"I would be in and out."
Would prescribe me medication for anaemia. I felt like a number, I would be in and out. Every time I had a blood test I would have to call them for results and it took a long time.
"Hit and miss"
Hit and miss, can get appointments only for my daughter but not for anyone else. GP is good.
"What a waste of time dealing with the surgery"
Telling you to go online and that doesn’t work very well either
"Good"
Referred me to the chest clinic. Saw the doctor and then we get an appointments.
"Never call you back 4 time"
Still waiting
"They saw me straight away"
Only just joined it. They saw me straight away within a week. Doctor really good, service is brilliant and receptionists are helpful and make appointments.
"Never see the same doctor"
Sometimes I can get an appointment. Some of the doctors don't know anything about me, I always see a different doctor, it's never the same doctor. But I've got no choice, I have to take the doctor assigned.
"Number 39 in queue"
Terrible number 39 in queue, reached it’s peak can’t get in queue. I understand they are under pressure. Actual doctor is good when something ongoing you need to see GP.
"I am too old to have operation"
My daughter usually sort it for me (appointments). I am too old to have operation. Yes I was placed on medication. The doctor rings my daughter not me. They don’t do house visits and it’s a struggle to get to the doctor. They both live in shared accommodation.
"No problem in assessing the GP"
No problem in assessing the GP had cbts on lungs and they sent me for a CT scan. I Have to ring at 8am in a queue and they ring with a doctor.
"GP’s good and bad in everything"
Separate GP’s good and bad in everything. Use to struggle but not as much trouble. Will use to come out to house. If I needed something for use they will get back in touch.
"Hard to get appointment"
Overall quite bad, hard to get them on the phone. Hard to get an appointment with a particular doctor. If I can't get them through the phone, I have to go there at 8am in the morning to get an appointment. I do get an appointment, but usually its inconvenient on that day. I cannot book one for a future date. And if I have an emergency, or it happens in the middle of the day, you can't get an appointment. One particular GP helped me get an exterior hearing aid, doctor referred me to Sandwell Hospital, was not a good experience, so they sent me back and sent me to City Hospital.
"Difficult getting help with GP"
Was a bit difficult getting help from GP with previous health episode in 2022, I've only had one physical visit the rest have been over the phone, it took me 4 months to get better.
"Doctor comes out whenever there's an issue"
Doctor always comes around whenever there is an issue and she is seen quite quickly. And the doctor comes out at other times to check to see all is okay.
"Doctor came out quickly"
I've managed to see the doctor, they said my blood count was low and they put me on iron tablets. Had a catheter after a while I felt unwell. Doctor came out quite quickly.
"Can get appointments regularly"
Doctors – done my blood test & check, everything normal. Can get appointments regularly.
"Hard to get appointments"
If there are too many people waiting on the phones, they cut you off. When you do get through, you're number 30. I don' bother calling sometimes. And when they do answer at 8:45am from calling at 8am, there were no appointments and told me to see my pharmacist. The pharmacist suggested a face to face consult with a GP. When I rang the GP the next day, they phoned me back later on in the day but I think that was only because I told them I had spoken to a Pharmacist. When I did speak to the doctor, they did confirm what I thought was wrong with me, so it was helpful in that sense.
"They’re really good"
They’re really good. Having flu jabs and Covid jabs.
"You can't hold of them and they do what they"
I had back pain in February but I had scan in July. I was in constant pain for nearly 4 months they provide me paracetamol.
"Terrible"
Terrible. Always have to wait for 30-40 mins to get an appointment. All appointments are on the phone no face to face appointments. If I can’t get appointment I use urgent care at sandwell.
"Very limited support"
Very limited support when I had Covid. Not very happy.
"Would give no stars if it was possible"
Can’t make any appointments online after 8 am- I was trying at 8.10 and it said all appointments had gone. I feel so sorry for elderly patients who may not be able to access on line platforms. When I complained to the practise manager I was given an appointment. The appointment system is not fit for purpose! They don’t want to see anyone face to face. Only surgery in bham that has taking the mick with covid restrictions and used it as an excuse for NOT seeing patients. They should be put in special measures and all systems reviewed. The majority of the staff (drs and nurses) are fine - couple of very rude receptionists. They know who they are! Patients have no rights and made to feel like criminals for needing to see a doctor. It’s shocking. Will be finding another surgery in great Barr. Please read your reviews! They are shocking. It’s obvious the good ones are from staff!
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"Frustrating"
I find them so poor, triage is very frustrating, you wait around all morning for a call back - you can wait all day. Usually call you in for a face to face appointment after a call. You end up waiting in all day, it's better than nothing. Bring back home visits.
"Wouldn't deal with medication request"
The doctors would not prescribe another medication for my daughter for her epilepsy event after multiple requests.
"Difficult to get appointments"
It's so difficult to get an appointment, if you don't ring at a certain time the appointments go. They tell you to make appointments online too, but you can't get them.
"Can never speak to a doctor"
I can ring at any time of the day but always end up in a long queue. I can never speak to a doctor.
"Only good things to say!"
I have only good things to say about this centre. I can usually get an appointment and have been referred to specialist care r.e lungs, when needed. I have also had face-to-face appointments when necessary.
"My GP is good"
My GP is good but reaching him is very difficult and time consuming.
"GP & staff are very supportive"
Always get an appointment. GP & staff are very supportive.
"I am very happy & satisfied"
I am very happy & satisfied. They are very helpful all the time, even come for house visits.
"Terrible service"
I have been with Tower Hill since I was a child and never faulted them in my youth however since merging with another practice things went downhill and even worse since covid. Receptionists feel its their right to pry into every bit of information they like and the GP's just brush you off for an Easy life. They don't actually CARE for their patients with the exception of a small few.
"Will do anything not to see patients"
I begrudge having to even give them 1 star.
This is the latest in a long line of by fobbed off regularly but after recently being in a telephone queue for over an hour, I was told to go straight to a pharmacy to get ointment for my daughter’s eye. I explained that she is only a few weeks old and the pharmacist couldn’t give anything for a child that young without perception (you would have thought that a receptionist at drs would know). I was told that she could not be seen by a dr for such an issue, go to a pharmacy and then the call was terminated.
Well I went to the pharmacy on their site, and guess what, he couldn’t give anything for a child so young.
Their staff were also extremely rude throughout my wife’s pregnancy when midwife surgeries were moved from site across Birmingham, she turned up for appointments and staff simply told her the appointment wasn’t at Tower Hill any longer but didn’t direct her to where she should be.
Have a much better service waiting until a weekend, ringing 111 and seeing an out of hours dr.
"More face to face appointment"
Nearly impossible to get through on telephone! Then eventually after 30 minutes wait no appointment!
"Appointment s impossible to get"
A Disgrace can’t get through . Can’t get a appointment still under consultant of hospital had to go to them for more antibiotics . Think I may have prostate cancer can’t get to see anyone
"Easy to get an appointment"
Easy to get an appointment and staff very nice and polite.
"Very poor"
Very poor cannot get to see doctor
"Poor Receptionists"
Receptionists poor. Too slow in getting prescriptions signed by doctors. Booked me an appointment then said I had no appt when I turned up. Turned away when heart rate was over 180bpm. Took myself to walk in clinic, sent to A & E.
"They help me"
They help me.
"Poor"
Poor
"Very hard to get appt Tower hill medical practice"
Very hard to get appt. Nurses and Docs on a whole are good (if you do get to see them) the phone system is diabolical and 2 of the receptionists need re training. I've even witnessed one of them speak to a nurse very disrespectfuly.
"Poor"
It is a case of phoning for days n days to get an appointment, I think they hope you will go away.
"Great improved GP services online"
Great improved GP services online
"Efficient staff"
Always positive. Staff are efficient and always willing to help.
"Can’t get through to book an apt"
Called at 8am (several mornings, same thing). There was one caller before me... for 45 minutes. Called back, 17 callers before me... cut off after 1 hour, I managed to get to caller number 7. Shocking. Note to self, tell illness to be patient.
"Okay"
No issues. Not had to use them much but okay when we do. Mainly use mental health services and the hospital for my condition.
"More information needed for Dementia Patients"
When I was diagnosed with Alzheimer’s and Vascular dementia, my GP just told me the diagnosis, gave me my medication and that was it. He never gave me any information about my condition or asked if I need support or signposted me to local support groups. I didn’t know what to do. I felt degraded, I just sat on a chair at home for three weeks without knowing what to do. My wife has never got any information as a carer neither. Now that I am linked to support groups such as the dementia council, I feel more useful again. For someone as active as I was, the diagnosis was a huge blow. The GPs should routinely pass information to patients about dementia cafes, carers, support groups and mental health support for patients & their carers.
"Lack of empathy for a sick child"
I called up to get Calpol for my 4 year old daughter. I spoke to receptionist who said I had to pay for this and if they NHS carried on like this giving free prescriptions there would be no NHS, I found this very rude and insulting as I work and pay my taxes, further more my daughter was ill.
I felt as a patient that I should have no received that type of attitude, it was almost as though the receptionist was blaming me for the current state of the NHS when I only called for Calpol.
She was not helpful and her customer service skills were poor.
I was very shocked at her lack of empathy for a sick child.
There was a time and a place for that discussion, but that shouldn't be for patients or with them at the time when they are looking for help from their doctors surgery.
