West Heath Surgery
196 West Heath Road, Northfield, Birmingham, West Midlands, B31 3HBContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Fantastic menopause review
Rated 5 stars out of 5
by Anonymous - Posted on 27 August 2024
Fantastic professional, informative, genuine and caring experience whilst navigating my way through a tough time and perimenopause
Visited August 2024
Review titled West Heath Surgery
Replied on 29 August 2024
Dear patient, Thank you for leaving your review on our NHS choices page. Your feedback has been passed to our menopause lead- Dr Kilpatrick, who is incredibly grateful for the time taken in sharing your experiences. Kind regards, West Heath Surgery
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Review titled Missed appointment
Rated 3 stars out of 5
by Anonymous - Posted on 03 June 2024
I had an appointment and I was 10 minutes early. I checked in with a receptionist on arrival. One hour later I was still waiting. I went back to the reception and asked if I was going to be seen. I was asked if I checked in and I said yes and pointed to the receptionist that checked me in. She then said she would let the doctor know I was there.i asked her why I had not been seen already and she replied that the other receptionist had not checked me in. This is not acceptable. I waited a month for the appointment already. If the receptionists behind the counter spent more time doing their job than discussing what they were doing on a night out or whatever and giggling away between themselves then maybe people wouldn't miss their appointment. I had no apology or anything totally disgusted with the service. Also the car park is absolutely overflowing but only a handful of patients in sight. This surgery has gone downhill rapidly . Something needs to be done here to make it better.
Visited April 2024
Review titled West Heath Surgery
Replied on 05 June 2024
Dear Patient, We are sorry to hear of your recent unsatisfactory experience with the Surgery and the delay which you encountered upon your visit. These published comments have been shared to the team members present on the date in question, who would like to express their sincerest remorse that the apology offered on the day had not been perceived as they had hoped. This event has also been shared to the wider administrative team in order to highlight the importance of maintaining the high standards expected from the Surgery. We are also sorry to hear that you have been left dissatisfied with our car parking availability. Despite housing a large number of both staff and patients, a large proportion of the Surgery team do not drive to work, instead walking or relying on public transport. Whilst only a small amount of patients may be seen at a given time, it is important to consider the multiple external services which also operate from within our building such as Dermatology and Muscular Skeletal clinics as well as community midwifery clinics. Should you feel that the service our Surgery offers has deteriorated, we would like to welcome you in joining our Patient Participation Group, where the ideas and experiences of our patients are utilized in developing our services further. To join this group, please contact us on 0121 476 1135. Kind regards, West Heath Surgery
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Review titled Missed miscarriage
Rated 1 star out of 5
by Rebecca Robinson - Posted on 29 July 2024
I had my first missed miscarriage in October 2023. We were booked for our 12 week scan appointment at this surgery and had no previous miscarriage symptoms. The lady who did our scan was awful, she couldn’t see our baby and looked at me and said “are you sure you were even pregnant” Looking back, this was the first thing she could have said to me. Yes I was pregnant, yes I did have to go through the whole miscarriage and no, I didn’t appreciate you asking me that. It’s hard enough to not see your baby on the screen but to then be insulted is the worst. West Heath surgery need to retrain all of the Sonographers and teach them how to talk to patients if something goes wrong. I will never ever go back to this surgery and will tell everyone of my experience as it should never have happened. The lady was mean and completely inappropriate and a scan that should have been happy for us. I have since told the women’s hospital to not offer this surgery out to people and always have them come to the women’s as they are better trained and have the correct equipment needed for these situations. Overall, West Heath made my missed miscarriage more unbearable
Visited October 2023
Review titled West Heath Surgery
Replied on 29 July 2024
Dear Rebecca, West Heath Surgery are truly sorry to hear of your tragic circumstances, dating back to October 2023 and the level of care you received as a result whilst visiting our Medical Centre. Our thoughts and regards go to you and your family. As a large Medical Centre, West Heath Surgery provides the facilities and a location for external healthcare providers to operate from, enabling them to offer specialist services to both our own patients and those of the wider local community. Whilst these services operate from within our centre however, West Heath Surgery has no direct affiliation of influence over their operational standards. As a General Practice, West Heath Surgery does not offer Sonography scans directly, with a referral to an external healthcare provider being needed. As a result, whilst the Surgery cannot offer any further comments on your concern, we will assist you in directing your concerns to the relevant Provider in order to ensure the required levels of improvements are made, should you wish to do so. If you would like the Surgery to assist you in this matter or require any further support regarding your concerns, please contact us on 0121 476 1135. Once again, we are truly sorry for your circumstances regarding these concerns, Sincerely, West Heath Surgery
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Review titled no empathy !
Rated 2 stars out of 5
by Dawn Stephens - Posted on 11 August 2023
suffering a very very foggy memory due to menopause and recieved a email telling me I will be removed if I miss 1 more app!!!! been my doctors surgery for 20 years ..was coming here where it was just a house !! show some compassion I can't remember my name half the time !!!!
Visited August 2023
Review titled West Heath Surgery
Replied on 14 August 2023
Dear Miss Stephens, We are sorry to hear that our recent written communication to you has been perceived as being insensitive: from 1st January 2023, West Heath Surgery has so far experienced over 3000 missed appointments, greatly effecting our capacity to effectively treat patients. As a result, firm measures have had to be taken in an effort to increase our attendance- thus reducing the pressure on our services and enabling more patients to be seen. The Surgery does provide an automated text message reminder system- if you have not been receiving these messages, please contact us on 0121 476 1135 to verify your contact details. Kind regards, West Heath Surgery
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Review titled Docs, nurses, staff fine. It's getting my tablets online!
Rated 4 stars out of 5
by Anonymous - Posted on 19 June 2023
Online Prescription App always a problem! Someone's judgement in the chain of reordering when running out of tablets. Docs want 48 hours, Chemist wants 3 working days. Well there's a week never mind public holidays! Many tablets to take. Be helpful if lined up to collect monthly!
Visited May 2023
West Heath Surgery has not yet replied.
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Review titled Big delays
Rated 1 star out of 5
by Anonymous - Posted on 17 February 2023
This isn't my usual GP but I was sent here for a midwife appointment. I was seen to over 1 1/2 hours late from the time I was supposed to be seen. The woman who was manning the bookings explained there were only two midwifes (+ a student shadow) working that day and went off to try to get another midwife to come out but after 15 mins came back and said she couldn't get anyone else to help. I think that if you are understaffed and have a room full of people waiting with over an hour delay then someone needed to have come out and helped out for at least an hour or something. It isn't fair on the women (+ in some cases their partners too) that were waiting all morning to be seen. Some women had to cancel their appointments before being seen as they couldn't wait any longer. The care I received during my appointment was good, but I don't want to come back here in the future and I hope I don't get booked here again.
Visited February 2023
Review titled West Heath Surgery
Replied on 03 July 2023
Dear patient, We are sorry to hear of your negative experience at our Surgery and the waiting time you encountered for your midwifery appointment. West Heath Surgery operates from within the West Heath Medical Centre building, which also hosts a variety of other healthcare services, such as the Weoley Castle midwifery team. Whilst we are not directly associated with this team, your comments have been forwarded to the relevant party to be reviewed. We apologize for the inconvenience, West Heath Surgery
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Review titled Great Practice
Rated 5 stars out of 5
by Jill beech - Posted on 20 February 2023
New patient ,excellent experience with a dr she dealt with my problem kindly and efficiently did everything she promised, also seen a lovely nurse who was so kind and patient with me . Brilliant service.
Visited February 2023
Review titled West Heath Surgery
Replied on 03 July 2023
Dear Jill, Thank you for making the effort to leave feedback of your experiences with the Surgery on NHS choices: your feedback has been shared with both Dr Kilpatrick and Lizanne who would also like to extend their gratitude for your kind words. Kind regards, West Heath Surgery
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Review titled Doctors who Care
Rated 5 stars out of 5
by mrs jane Cowley - Posted on 21 January 2023
The doctor phoned me to give me the results of my blood test,she explained to me the results in language that was clear and easy for me to understand.She also gave me options with regards to which medication would best suit me.The call left me feeling very informed and relaxed.All the staff at the centre are very helpful and friendly l can not recomend this practise highly enough.
Visited January 2023
Review titled West Heath Surgery
Replied on 03 July 2023
Dear Mrs Cowley, Thank you for taking the time to leave your feedback regarding our Surgery: the comments you have made towards Dr Kilpatrick have been shared with the clinician, who would also like to thank you for your thoughtfulness in leaving this feedback on NHS choices. Kind regards, West Heath Surgery
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Review titled Can't ever get an appointment
Rated 1 star out of 5
by Anonymous - Posted on 13 December 2022
I have flu it's gone to my chest I have tried to get an appointment since Friday I'm really not very well Nd I don't know what to do I'm elderly and can't play fastest finger first its a stupid system
Visited December 2022
Review titled West Heath Surgery
Replied on 03 July 2023
Dear patient, We apologize for the delay in formatting this response and for the difficulties you have encountered when trying to book an appointment. The Surgery offers approximately 4500 GP appointments per month, with these being a mixture of Urgent, on the day appointments or pre-bookable (available in advance) appointments. During periods of high demand (such as when you left this review), the allocation of these appointments alters to adapt to our patient list size's needs to allow as much opportunity for our patients to receive an appointment when needed. We hope that since this date, you have been able to obtain an appointment for any of your healthcare needs. Kindest regards, West Heath Surgery,