Ley Hill Surgery Sutton Coldfield

The phones get answered after some time. The ladies are very very nice on the phone. I get angry when I see a doctor and they tell me I always need medication. I have trouble with my leg.

Trying to make an appointment continues to be a challenge. It's either an attempt, in the early hours, to book online and finding no free slots within the week or 2 weeks, or a phone call from 8am with a message first telling you to ring again later unless you need an urgent appointment, followed by a long wait (eg 'you are 65th in the queue') whilst having to endure the annoying and constantly repeated warning not to be abusive to the receptionists etc. On more than one occasion, whilst really needing to 'see' a GP to be checked out I have been driven eventually to give up and self medicate, which may have prolonged my condition and certainly didn't really improve it. Or, of course, I took advice from other patients, and walked (half an hour ) to the surgery to arrive at 8am to stand in a queue of hopefuls waiting to see if I was one of the lucky ones to get a spare appointment. Not exactly what I felt like doing when unwell. I must say at this point that on the occasions I've eventually got through on the phone I've been treated very kindly and patiently. Also, on the two occasions I've actually gone to the surgery at 8am, the receptionists have also been very helpful and polite and I was lucky to get emergency appointments. But then that's not straightforward. Because, for example on one occasion I walked home - another half hour (I'm nearly 79) only to get a phone call from a doctor when I arrived home to ask me to go straight back to the surgery to be checked out! So another half hour walk there, and then back. Then there are the telephone consultations. Yes- sometimes perfectly OK, but not always appropriate if you need examining by a doctor. I feel this is a waste of the doctors' time. Surely a doctor can pick up on various points by actually observing a patient during the consultation.. Their demeanor, appearance, movements, breathing etc. ( I would have thought this would be very appropriate for patients with mental health issues). Again, when I have actually been successful to manage to see a doctor at the surgery I can only say it has been a good and reassuring experience. I've had some thorough check-ups, blood tests and follow up phone consultations. However, I feel the whole system is a complete mess and so convoluted. I fear for those who less determined and internet savvy than myself and at the same time have little confidence that the situation will improve in the future, when I too may become less able to deal with these barriers that we face at times when we are in need of help, advice and medication etc.

They are really good usually but after Covid you cannot get face to face appointments.

I submitted a set of blood pressure readings and received a text asking me to book an appointment. I called into the surgery as trying to get through on the telephone is horrendous. 'You are number 31 in the queue...' - nightmare. I was told my appointent will be a 'phone call from the GP on a date +++32 days+++ later. I'll just repeat that 32days later !!!!!!!!!!!!

Had letter from surgery asking me to make an appointment. Each time I rang was told no appointments available for nurse. Ended up going into surgery to ask for the appointment I needed.
Surgery were very helpful.

I been looking on online, calling and going down to the surgery but there are no appointment's

Repeat prescription, which I had since 2006, not now on repeat list. Ordered online, can’t get it. Can't contact Surgery. Will not accept calls to go on waiting list for calls. No response at all. Last week saw a nurse as I had discomfort and wanted mammogram. Left a comment on Surgery website and next phone call accepted. This the most dreadful service I ever experienced at a GP Surgery. Apparently there is now no alternative system in Sutton Coldfield, as all previous five practices now belong to this one, which clearly cannot handle the situation.

we have to use systemonline to book an online appointment but for fifth times today i did book but when asking practice keep telling me no appointment was booked .
phone 8 am for a week now but it ask to call tomorrow .

I am shocked they are allowed to operate in this way, they lack care & compassion and seem to disregard all the basics of communicating with their patients. They have all but turned their back on my request for their support, putting their priorities over patient needs. I’ve had to continually fight to be heard and chase to get a response from them. They have continually tried to justify their actions by giving me incorrect information. When I attempt to challenge this information they either ignore me or repeat the same information. No attempt to actually have a conversation with me. I am exhausted in trying to support myself through this process & feel incredibly let down by the surgery. I’ve been made to feel like I’m completely insignificant and my quality of life (which I’m fighting for) is an inconvenience to them.

This service has got worse since they joined as Sutton Coldfield Group Practice. Can't get through on phone and reply to "Ask the Doctor a question " was to be patient on phone or book on line 6-8am. This never has appointments anyway. Hope this service improves but looking at older experiences over 2 years old I'm not hopeful at all. Sad that this once fantastic surgery is now like this.