Handsworth Medical Practice

Terrible phone system ruins patient healthcare experience

I am thoroughly disheartened by the quality of service at this medical center. Attempting to contact them by phone during morning hours is an exercise in futility – each time I dial, I find myself positioned at number 30 or higher in the waiting line, and once I eventually connect, all consultation slots have already been claimed. This pattern has occurred consistently, rendering it incredibly challenging to obtain prompt medical attention. The severe shortage of accessible appointments and the practice's unresponsive approach is genuinely exasperating and demands immediate rectification.

Frustrating healthcare system with limited patient access

Evaluating the service proves challenging when securing an appointment seems almost unattainable. While I understand that the morning rush to book a slot is a standard procedure across general practices and likely convenient for physicians, the patient experience appears to be an afterthought. The system seems optimized for the medical staff's efficiency rather than patient accessibility.

Terrible service and unprofessional medical practice

Terrible customer service with an incredibly poor attitude. Their performance is so subpar that they should be stripped of their responsibilities and replaced by someone competent enough to properly manage a general practice.

Terrible service and endless waiting times

Absolutely the most terrible general practitioner clinic I've encountered Scheduling an appointment is impossible We endured a two-hour wait, only to be told no doctors are on staff

Frustrating wait times ruin once-great medical practice

I've been a patient at this medical practice for a decade and have always had positive interactions with the physicians. However, scheduling an appointment has become an absolute nightmare. I attempted to book a slot starting at 8am, enduring a two-hour wait before being disconnected. Upon redialing, I again spent two hours on hold only to be cut off once more. I'm utterly frustrated and bewildered by this unacceptable level of service. This is certainly not how a professional healthcare facility should function.

Terrible service and unhelpful medical staff

I'm at a loss for words about this general practitioner. I attempted to contact them regarding my newborn sister and was left waiting for two hours with no answer. Later, I tried calling again after a brief interval, and once more, I was met with complete silence. The level of service and professional conduct is utterly unacceptable. During my visits, the staff appear disinterested, simply sitting at their desks without engaging. When I do manage to call, I'm immediately placed in an endless queue. Someone needs to address these issues with this GP immediately!!1

Frustrating customer service nightmare with endless wait

Spent an hour on hold, demonstrating terrible customer service and organizational inefficiency

Disappointing healthcare service with poor covid aftermath

The medical practice has significantly declined in service quality since the pandemic. With just a single doctor on duty each day and an overwhelmed triage process handled by non-physician healthcare staff who lack full medical qualifications, the patient experience has become extremely challenging. Their phone system is so ineffective that physically visiting the clinic is now more efficient for getting any meaningful assistance or medication. What was once an excellent 9/10 healthcare provider has now deteriorated to a mere 2 out of 10 in terms of patient care and accessibility.

Prompt and professional medical care saves the day

On September 30th, I experienced outstanding care from this medical practice. The digital registration process was straightforward and user-friendly (not through E Consult). Shortly after submitting my details, the on-call physician contacted me, conducted a comprehensive assessment, and promptly scheduled a 2:00 pm consultation. The doctor was meticulous, personable, and efficiently processed my referral, ensuring I was back home by 2:15 pm. I am truly grateful for such exceptional service.

Frustrating healthcare nightmare with zero support

I've spent two consecutive days attempting to schedule a consultation with my general practitioner, and each time I've been left waiting on the phone for more than 60 minutes, only to be informed that no appointments are available—not even a telehealth consultation. When I emphasized that I was experiencing significant discomfort on the second day, their response was a dismissive "sorry, we can't help... try again next week!" The level of care and customer service is absolutely unacceptable.

Chaotic check-in with clueless and unhelpful staff

Front desk personnel appear disorganized and unhelpful. Attempting to check in, and the staff seems completely clueless about the process. The situation is almost comically inefficient.

Frustrating medical office with terrible phone service

I attempted to schedule a medical consultation by phone, and after an exasperating 35-minute wait, I finally reached a staff member. Suddenly, the call disconnected. I'm left with several critical questions: A. What's wrong with your telecommunications infrastructure? B. Why must patients endure such prolonged waiting periods? C. Why don't you proactively reconnect or follow up with patients instead of leaving them hanging? D. The reception team's performance is completely unacceptable and unprofessional.

Endless waiting and zero customer service nightmare

I attempted to schedule an appointment by phone starting at 8:30 am, but was left hanging for an incredible 1 hour and 40 minutes without anyone picking up. When I tried calling again, I endured another 30 minutes of waiting. Their customer service is absolutely unacceptable, especially given their supposed strict appointment booking window between 8:30 and 10 in the morning. The entire experience was frustratingly inefficient and unprofessional.

Worst customer service nightmare ever experienced

If zero stars were an option, I'd choose it. After enduring a grueling two-hour wait on hold from 8:20 to 10:20, I finally reached number 3 in the queue, only to have my call abruptly terminated. Upon redialing, I was bumped back to position 30 in line.

Worst medical practice ever avoid at all costs

Completely unacceptable service where staff are utterly unhelpful and unwilling to provide critical medical advice for a pregnant patient. They simply disconnect calls and refuse to follow up, with each employee deflecting responsibility to another. The level of unprofessionalism is shocking, and I'm astounded that this medical practice continues to operate with such disregard for patient care.

Terrible service and rude staff at medical center

Getting an appointment at this medical practice is an absolute nightmare! I attempted to schedule a visit starting at 8am, only to find myself stuck in a phone queue with over 30 other people. After waiting nearly an hour - precisely 49 minutes - someone finally answered. When I requested an appointment, the staff member was incredibly unhelpful, abruptly stating no slots were open. Upon asking what alternative steps I could take, he rudely terminated the call without offering any guidance or support. While seeing the doctor might not be problematic once you actually get there, the scheduling process is completely unacceptable and frustrating.

Worst medical service ever disappointing experience

Spent the entire day anticipating my appointment, only to be informed at the last minute that medical personnel are dealing with an urgent situation, so they're rescheduling me for the following morning. Completely unacceptable and extremely frustrating….

Helpful medical practice with occasional booking challenges

Since relocating to Highams Park two years ago, my family and I have been patients at Handsworth Medical Practice. My personal interactions with the clinic have been remarkably positive. The medical team demonstrates exceptional professionalism, displaying comprehensive knowledge and consistently going above and beyond to support and comfort patients. When scheduling appointments, I've consistently received prompt telephone callbacks from GPs, typically within hours, often resulting in same-day or next-day in-person consultations. Reviewing other patients' feedback, I acknowledge the widespread frustration. The primary challenge appears to be the appointment booking process. Currently, appointments can only be reserved between 8-10am, Monday through Friday, with notoriously long wait times (potentially being 38th in the call queue) before reaching reception. (I should note it's been over a year since my last booking, so improvements may have occurred.) In the practice's defense, this situation likely reflects the broader strain on public services, particularly the NHS, throughout the UK over the past decade and a half. Ultimately, the practice delivers excellent care given their available resources.

Worst medical practice with terrible customer service

Utterly Disgraceful Service and Highly Unprofessional Reception Staff After obtaining my blood test results, I attempted to schedule a routine appointment by phone. Following an extensive wait in the queue, I finally connected with a staff member, who informed me they couldn't access the doctor's schedule and suggested calling back later in the week. A week later, I tried again, enduring another hour-long wait, stuck at seventh in line for over 20 minutes. Exasperated, I gave up, only to retry later that day. This subsequent attempt resulted in another 20-minute wait, eventually answered by a receptionist who was hostile and dismissive from the outset. When I requested to transfer my results and consult another physician, she became aggressive, misinterpreting my request and loudly claiming she couldn't assist me. She repeatedly shouted her inability to help without providing any meaningful explanation, then dramatically declared, "I'm hanging up because I'm repeating myself," and abruptly terminated the call. This marks the second instance where I've attempted to book a routine appointment for blood test results and encountered this level of incompetence and discourtesy. Each time, I've been instructed to call back later with no resolution forthcoming. Avoid this practice at all costs—the potential stress and health risks are not worth it. They consistently demonstrate a complete lack of care, competence, and professionalism. Such unacceptable service is truly shameful. My experiences with my elderly grandparents further confirm their utter disregard for patients' well-being and lives.

Terrible service and endless waiting at this clinic

Sat idle for a quarter-hour despite being the initial patient in line. Had the roles been reversed, I would have been overlooked entirely. I wouldn't have minded if they had simply acknowledged the delay, but as per their typical approach, customer service was non-existent. Subsequently, I attempted to return a call to the medical practice and abandoned the effort after nearly an hour of futile waiting.