Tanworth Lane Surgery - GPS Healthcare - Solihull

DD

Rude, dismissive and arrogant member of reception staff at Tamworth Lane Surgery. Waited 40 minutes to get through to be greeted by a rude receptionist with no empathy or interest. I'm surprised that she is still in employment if that's the way she speaks to patients. I should of taken her name and made a formal complaint. If I call and she answers the phone again I will! Reading previous reviews I appear to be one of a long line of patients that have come across this person. Why aren't the managers of this practice addressing the unacceptable behaviour and attitude of certain members of their reception staff?I dread having to call this GP because of this, and feel they are denying people access to GP advice and medical treatment. Which they are entitled to.

E E.

I don't usually go to Yew Tree surgery, as I'm registered at Knowle but today (16th January) I could only get an appointment at Yew Tree. I will NEVER go to this surgery again. This is my experience

This morning (16th January) at 10:10, I saw a female Dr GP(whose name I debated putting on here) at Yew Tree surgery. She prescribed medication and said that it would be ready for me to collect this afternoon. I came to Morrisons pharmacy at 3pm and my prescription wasn't there and wasn't even on the system. It took me from 15:10 to 15:30 to get through to GPS to find out where my prescription was. I was told the GP hadn't even signed it off/processed it!! The lady I spoke to said she'd messaged the GP to request immediate sign off. I was then out on hold for approx 4 minutes, then the lady told me she'd spoken to the GP said she would do it straight away. I was still waiting at 16:07 and the prescription still hadn't been put onto the system!? To say this is appalling and unacceptable is an understatement. The lady at the pharmacy called Tanworth and spoke to the head receptionist because it still hadn't been processed at 16:07 and suggested I go home and she'd call me when they had the prescription. So I left and just before 16:30, I got a txt from GPS and a call from the pharmacy, to say my prescription was at the pharmacy.

I emailed a complaint, with all of the above and said I would like somebody to explain to me why this GP failed to process my prescription once my appointment was done (!?) and Why she didn't immediately sign it off and send to the pharmacy, after my call to chase this issue! It's disgraceful and extremely unprofessional. At Morrisons you only have an hour's parking but kept holding off leaving without my prescription because I was told it would be processed before the hour timeframe! The lady at the pharmacy said she would contact the parking company to say not to charge me but if I do get a charge, I will be contacting the head office of GPS, with the charge! Appalling.

I know there are worse things going on within the NHS, like patients left waiting in corridors for hours in A&E, ambulances backed up with patients inside, understaffed hospitals. But this is a GP surgery and all this GP had to do was sign off on my prescription and click the send button to send it to the pharmacy (!) and she didn't do it!

C V.

What exactly is the point of this surgery? Call for an appointment, told none available, then direct you to book online where the system showing as closed despite the surgery being open . Rude obnoxious receptionists with zero empathy in trying to sort an appointment for my elderly father.
Then, the so called doctor who will never see you face to face starts referring to issues of another patient where clearly records are mixed up.
Absolutely appalling surgery and very worrying that people are at the mercy of these totally incompetent staff .

Matteo T.

Watch out for Anita, the receptionist!!! She will bluntly lie to you on the phone, and always tell you they have no appointments for the day! I am a 50 years old male, working in the trade and have a severe Hernia case. I already called 111 and Went to the Bedford Hospital Emergency department, they told me I need surgery ASAP! Go to your GP within 5 days.
I have tried for 3 days to book an appointment, they are bluntly lying to you. I never needed to see a doctor for over 10 years Anita the Receptionist, the most rude & arrogant and liar lady ever worked for the NHS!
I told her it is URGENT, I told them I have already been to the Hospital , I called 111, and the Hospital told me to get a referral to my GP. My GP every single time I call exactly at 8am as they asked me to, they tell me it is full for the day, and they cannot even spend 5 minutes to write a consultation.
This Clinic used to be Good, up until few years ago!
I have no idea who is the manager now, but I will find out to initiate a formal complaint, they are awful!!!

Ria T.

The reception staff at GPS Healthcare Tanworth Lane exhibit a level of service that is quite unsatisfactory. In contrast, my experiences with the doctors have been positive. Unfortunately, the reception staff often display an authoritative demeanour and tend to be dismissive without taking the time to listen to concerns or inquiries. I believe that it would be beneficial for the organisation to consider hiring new reception staff.

01Anwaar

Visited the surgery in person today, to arrange a visit with a doctor per instruction of QE hospital following severe headaches, instructed and referral sent with the same advice by optometrist. Fearing an issue with my brain - receptionist seemed pretty dismissive and robotic in her spiel.

Only to be greeted by the most unhelpful, condescending receptionist I have encountered. Complete lack of empathy for the severity of my illness and sheer discomfort. Only to be dismissive and instructing to ring tomorrow at 8am.

Not the first time I’ve been met with such a ‘cold shouldered’ response from the staff at GPS Tanworth. I couldn’t ever recommend this surgery/practice to any of my family and friends.

My sincere sympathies to any patients who are in dire need of seeking medical assistance from doctors here and simply being unable to be seen.

Truly tragic and absolute disgrace by receptionist, supporting staff and all those involved.

Photograph taken of my review. As I’m pretty sure the moment I walked away from the surgery, the receptionist binned my written thoughts.
30/07/2024, 10:57AM.

Millie B.

This surgery gets worse and worse. Now being told I cannot pre-book an appointment and can only get one 'on the day'.

Mimmz

I CAN'T DO ZERO.... NO STARS GIVEN. My mother is heart failure, has leukaemia, and overall, a very poorly lady. My mother is in a care home, and even when they've called as an urgent ( today) reception said no appointments or urgents , call 111. We as a family, insisted on them calling back as there are always urgent appointments available ( i work within this field, so i know) we had a call saying the Dr said no, can't see her, send her to hospital. Then my brother calls, asking for a brief summary and todays urgent call. So we can go directly to the assessment unit. The receptionist calls back, saying the Dr said he can't do a letter as he has not seen her ( he refused earlier) i told them to send a brief summary urgently to the care home as no letter needs typing, you press the button patient summary.. brief one at that. Todays consultations should be on there, then when the ambulance comes; my mother can go straight through. Not sit in an A & E, as she is not fit enough to do that, she can not walk and is in extreme pain. I will be making a formal complaint, taking this to PALS and the ICB. Then, the ombudsman, if not happy with the results of my commplsint against the GPs. Who took an oath for a Duty of Care. No care, no empathy, and definitely not people i want pretending to care for my mother or anyone else, when that is zero. Lack of empathy attitude by all, receptionist think they're medically trained to make a judgement on your care, and will not give their name when asked, we get told.. whats that got to fo with anything! GPs who come out and do not even make body contact, just stand a few feet away to observe and diagnose. My mother had a gp out Monday to check a reactions to her eyes, but what was it...we still fo not know.
They Refuse to come out and only do on certain days. People do not choose when to be ill. My complaint is on it way