Cape Hill Medical Centre - Smethwick

Brett H.

Absolutely the worst experience I’ve ever had at Cape Hill medical centre they was dismissive, condescending, and clearly uninterested in helping me. I waited over an hour past my appointment time, and when I was finally seen, they spent less than 5 minutes with me. The doctor didn’t listen to a single word I said and seemed irritated when I asked questions. On top of that, the office staff was rude and unorganized. I felt completely ignored and disrespected. It’s clear they only care about getting patients in and out as quickly as possible. I wouldn’t trust this doctor with a cold, let alone anything serious. Stay far, far away.

Declan M.

So I called at bang on 8:00 this morning but was still waiting nearly an hour before I spoke to a receptionist. I immediately got the impression that she wanted me off the phone ASAP, however I explained that I just need a new fit note from the doctor and she tries telling me that you have to request them via email which turned out to be complete bollocks as for a starter they don’t even have a personal email address (or one that can be found easily) and the fact it specifically says on the website don’t email to request things (which is just pointless because how can I even do that when the surgery doesn’t have an email…). Waiting over an hour just to talk to a receptionist is bad enough but to sit there and lie just to get me off the phone! What an absolute joke!!

Antonio M.

My overall experience in short: Mixed, could do better

Making an appointment: Long line past 30 people if you call even a couple of minutes past 8. Calling at precisely 8 should get you within a line of 15 people or less. Possibility of getting either a rude toned lady and gets me an appointment, or getting a kind lady and still getting an appointment. I always get an appointment regardless.

At the GP: Decent receptionist and lets me take a seat to wait for GP, the wait can take up to 10 minutes, if not longer than the original time of appointment, but I always see the GP in the end.

Improvements to be made: Could get more staff on the phones when queue hasn't moved/still in "a queue above 30" after 20 minutes of waiting, fix the tone/attitude of the staff (the most important one), and the waiting period while waiting at reception.

My experience - Long explanation:

I can understand the one star reviews, I can't say I blame them, but from what I have experienced, it's been mixed, but always decent at the end. At anytime I'd book an appointment, I'd wait as usual, even a few minutes after 8, the waiting line would be packed, sometimes you'd be in a line past 30 people. A few times it was painful enough to be waiting for 45 minutes to get down to the first in line, other times I had to wait slightly less than 30 minutes. When I do get to my turn, sometimes I'd get a rude-sounding lady on the phone and manage to get an appointment, other times I'd be lucky enough to encounter a gentle-kind lady and I also get an appointment. Even when having to speak to the rude lady on the phone, I still kept my cool and my patience, as long as I have my appointment settled, it doesn't take more than 2-3 minutes for getting an appointment for a non-urgent/semi-urgent related issues. Arriving at the GP, most of the time, the receptionists are decent, even when their tone of voice may not be that pleasant, but in my position, they've been helpful enough to get me an appointment and let me wait for the next available GP to see me. I've had a few times where I had to wait around 10 minutes over my scheduled appointment, but I was still seen eventually. Haven't had any other problems so far other than the things I've mentioned.

My opinion on the reviews:

Seeing the one star reviews are pretty concerning, and God do I feel bad for those who had to go through the pain. I understand that the queues aren't that great even a couple of minutes after 8 is pretty bad at times especially having to wait 20-45 minutes when in a queue of over 30 people, I can relate to this pain, this queue situation needs to be taken care of. The possibility of talking with a staff member with a rude tone and especially not giving you an appointment is concerning and should definitely be looked into. I agree with Yasmin (a recent reviewer) about how CQC should investigate what's going on behind the scenes of this GP. The last rating of this GP was in 2019 and was labelled as "outstanding". Maybe it was a good GP before Covid, but seems like it has gotten pretty bad these past couple of years. Most definitely this GP needs to be reviewed, must be provided the adequate training, especially when speaking with their patients who don't have patience when the staff have quite the attitude towards them.

Annicia X.

I am beyond upset and annoyed. I was booked in for an appointment which I didn’t need. In my previous appointment , I was told to book a new appointment at the front. After booking my appointment and receiving endless reminds I show up to my appointment, to a rude receptionist, the incorrect doctor, and being incorrectly logged on the system as a new patient, even though I’ve been going there for over 10 years. It’s unprofessional and inconsiderate as I rushed for no reason. The lack of communication that occurred really annoyed me

Yasmin H.

This surgery should be investigated by cqc and shutdown with immediate effect.

All receptionist have a disgusting attitude, this GP surgery has a majority ethic minority population that have communication barriers and they struggle with accessing adequate healthcare services. I urge everyone who actually has an issue to put a complaint in writing with the trust for them to be investigated.

Shashouna S.

Receptionist has a terrible attitude - line was breaking up on her side and I was trying to explain that it's her signal not the volume. Instead, she decided to speak to me like an idiot.

Also, why have an online service to register new patients if you don't accept it anymore?

Bethany R.

0 STARS should be an option!!! WORST PRACTICE EVER.
I am sick to death of this place!! And from today I am moving GP practice.

43 attemps at call this morning from bang on 8am! ..... do you realise how crazy that is, 3 minutes later I get through and I'm in a queue above 30.
NHS 111 made me a referral to the GP last week and said to be seen within 2 hours - called back to still be told no ?!

I wait on hold for so long and 48 MINUTES later I get through. AGAIN "no appointments sorry call back in the morning"

I am now sat in the walk in centre. For hours.
I just saw the nurse here for a quick check who told me "you know we can't do anything here right" .... I already know this.

Its embarrassing to come here because they can't do scans, bloods, tests, or referrals... but I am out of options to try and get help! Where am I supposed to go ?

She asked me who is my doctor, when I said Cape Hill she said "I'm not even surprised"

I just want to see a doctor who can help me. It's impossible.
How can you have multiple doctors and open for so many hours but can't fit me in for just 10 minutes of your time .... ?

Naomi I.

The receptionist is so so rude. Doesn’t allow you to speak, constantly interrupts you and is in a haste to book you in for something you don’t want. I recently signed up to this GP and am already having second thoughts.

There have been so many negative reviews regarding this particular mature middle aged receptionist. She has no ability to show compassion or be corteous or even kind. She needs training or a new receptionist with the right people skills is DEFINITELY required.